Refund Policy

Exaro Studio subscription plans may include access to Exaro software, updates, services, and a monthly marketplace balance.

First Subscription Payment

You may request a full refund of your first subscription payment within 14 days of purchase if:

• you have not activated the applicable software license; and
• you have not spent or transferred any marketplace balance included with the subscription.

If both conditions are met, the refund is available without requiring you to provide a reason.

After Activation or Use

Once a software license has been activated, marketplace balance has been spent, or other included digital benefits have been used, the subscription is considered to have begun performance.

We generally do not provide change-of-mind refunds after that point.

However, if the Exaro software is materially defective or does not operate substantially as described for a supported configuration, contact us.

We will first make a reasonable effort to diagnose or correct the problem. If we cannot resolve a material problem within a reasonable time, we may issue a full or partial refund as appropriate.

This does not affect any remedies required by applicable consumer law.

You may cancel your subscription at any time to prevent future renewal charges.

Cancellation does not ordinarily refund charges for a subscription period that has already begun.

However, if you forgot to cancel and contact us within 7 days of a renewal charge, we will generally refund that renewal if you have not materially used the subscription after it renewed, including:

• activating new subscription benefits;
• spending newly issued marketplace balance; or
• otherwise materially using paid benefits attributable to the renewed period.

Duplicate charges, incorrect charges, or other billing errors are refundable once verified.

After the 7-day renewal grace period, renewal payments are generally non-refundable except where required by law or where there is a material unresolved problem with the Services.

Cancelling a subscription prevents future renewal charges but does not itself delete your Exaro account.

Marketplace Assets include downloadable items such as 3D models, meshes, materials, textures, audio, animations, rigs, Unreal Engine assets, and other digital content sold through Exaro.

Before Download

If you have not downloaded or accessed an Asset, you may request a refund within 14 days of purchase.

After Download

Once an Asset has been downloaded or otherwise delivered, we generally do not provide refunds solely because you:

• changed your mind;
• no longer need the Asset;
• purchased a similar Asset elsewhere;
• decided not to continue a project;
• do not like the artistic style after purchase when the Asset was accurately represented on its listing; or
• failed to review clearly disclosed compatibility information before purchase.

We will, however, provide appropriate assistance or a refund when an Asset has a material problem, such as when:

• the downloaded files are corrupt or unusable;
• required files described in the listing are missing;
• the Asset materially differs from its product listing;
• an advertised material feature does not function;
• the Asset cannot be used with a software or engine version specifically represented as supported; or
• another material technical defect prevents normal use.

Where reasonable, we may first attempt to provide:

• corrected files;
• an updated Asset;
• installation assistance;
• configuration assistance; or
• another reasonable fix.

If we cannot correct a material problem within a reasonable time, we will provide an appropriate refund.

Minor differences that do not materially affect the advertised functionality of an Asset ordinarily do not qualify as defects.

An Exaro Verified designation indicates that an Asset passed the technical checks identified for that Asset or Asset category when tested.

If an Asset represented as Exaro Verified materially fails one of the specific technical requirements Exaro represented as verified, please contact us.

We will attempt to correct the problem. If we cannot bring the Asset into conformity with the represented verification requirement within a reasonable time, you may be eligible for a refund.

Exaro Verified does not guarantee that an Asset will be appropriate for every project, engine configuration, performance target, hardware configuration, or artistic purpose.

One-time software purchases, plugins, extensions, components, or other downloadable development tools may be refunded within 14 days of purchase if they have not been activated, installed, redeemed, or downloaded.

After activation, installation, redemption, or download, purchases are generally final.

If software or a component is materially defective or materially fails to operate as advertised in a supported environment, contact us.

We will make a reasonable effort to correct the problem. If we cannot do so within a reasonable time, we may provide a replacement, account credit, partial refund, or full refund as appropriate.

Marketplace balance included with a subscription:

• has no cash value except where required by law;
• cannot ordinarily be exchanged for cash;
• cannot be transferred between unrelated accounts; and
• cannot be refunded separately from the subscription that provided it.

If a purchase made using marketplace balance is refunded, the amount will normally be returned to your marketplace balance rather than paid in cash.

If a purchase was made using both marketplace balance and a monetary payment, we may return each portion using the method originally used for that portion.

If a subscription payment itself is refunded, unused marketplace balance associated with that refunded subscription period may be removed from the account.

Promotional, bonus, complimentary, referral, or other credits that were not purchased for money generally:

• are not refundable;
• cannot be redeemed for cash; and
• may expire according to the conditions of the applicable promotion.

This does not affect rights associated with amounts you actually paid.

If you purchased an Exaro product through a third-party marketplace such as Epic Games’ Fab marketplace, that marketplace processed the transaction.

Refund requests for those purchases must generally be submitted through the marketplace under its refund rules.

Exaro cannot directly return money charged and retained by another marketplace or payment platform when that platform controls the transaction.

We can still provide technical support for Exaro products regardless of where you purchased them.

Consumers in some countries have additional statutory rights that apply regardless of this policy.

For example, consumers in the European Economic Area may generally have a 14-day withdrawal period for certain online purchases.

For downloadable digital content, that withdrawal right may end once delivery or downloading begins if the consumer:

1. expressly consented to immediate performance; and
2. acknowledged that beginning performance would result in loss of the withdrawal right.

The loss of a withdrawal right does not eliminate statutory remedies for digital content or services that are defective, not supplied, or materially not as described.

Where applicable consumer law provides greater rights than this Refund Policy, those rights control.

We may deny refund requests where we reasonably determine that the refund process is being abused.

Examples may include:

• repeatedly purchasing, downloading, and refunding Assets;
• downloading substantial portions of an Asset catalog and then requesting refunds;
• fraudulent claims that files were not delivered;
• using multiple accounts to repeatedly obtain refund eligibility;
• chargeback fraud;
• retaining or redistributing refunded Assets; or
• other attempts to obtain paid digital content without paying for it.

Nothing in this section permits us to deny a refund or remedy that applicable law requires us to provide.

When a product is fully refunded:

• the applicable license or entitlement may be revoked;
• access to the refunded product may be removed;
• associated license keys may be deactivated; and
• you must stop using and distributing the refunded product except where applicable law provides otherwise.

Refunding a marketplace Asset terminates the license granted for that Asset.

You should delete copies of the refunded Asset from your reusable Asset libraries and development resources.

This does not require removal of material from previously distributed Projects where applicable law or a separate written agreement provides otherwise.

If you believe a charge is incorrect, duplicated, unauthorized, or associated with a product that was not delivered, please contact us first so we have an opportunity to resolve the problem.

Nothing in this policy limits your legal right to dispute a payment with your card issuer or payment provider.

Fraudulent or abusive chargebacks may result in suspension of the associated account.

To request a refund, contact support@codehawke.com.

Please contact us from the email address associated with the purchase whenever possible and include:

• your order number or transaction email;
• the product or Asset involved;
• the approximate purchase date; and
• if reporting a technical problem, a brief description of the issue.

For technical problems, screenshots, logs, engine versions, or other troubleshooting information may help us resolve your request faster.

We will not require unnecessary troubleshooting when a refund is otherwise clearly required under this policy or applicable law.

Approved monetary refunds are normally returned to the original payment method.

For payments processed through Stripe, a refund generally appears on the customer’s account approximately 5–10 business days after it is issued, although the exact timing is controlled by the customer’s bank or card issuer.

In some cases, a recently refunded transaction may appear as a reversal of the original charge rather than as a separate refund credit.

Purchases made with marketplace balance are normally returned to marketplace balance rather than converted to cash.

We may update this Refund Policy as our products, payment methods, or legal requirements change.

Changes will be posted on this page with an updated Effective Date.

A change will not eliminate refund or consumer rights that had already accrued under applicable law.

Questions about refunds or billing may be sent to:

For other legal terms governing your use of Exaro, please review our Terms of Service, Privacy Policy, Acceptable Use Policy, and applicable Asset License.