1. Overview and Consumer Rights
Ball Engine Studios operates ballengine.app. We do not offer refunds, and this page explains that plainly so there is no surprise at checkout. Two reasons stand behind it. First, the Starter Studio plan is free permanently and needs no payment details, so the studio, every simulation mode and the full export pipeline can be evaluated before you pay anything. Second, paid features draw on cloud rendering and AI generation that begin costing us the moment they are used, and that cost cannot be recovered once spent. You can cancel at any time from your account settings; cancelling stops future billing.
Paid plans are sold through a merchant of record, currently Polar as our primary provider and Dodo Payments on some checkouts. That provider is the legal seller of your subscription, so it may issue a refund under its own policy or where consumer law requires one, whatever this page says. Where it does, your paid access ends at the same time.
2. Digital Products and Immediate Access
The Creator Studio is a digital product provided via immediate download or streaming access. In accordance with digital consumer law:
UK/EU Statutory Cancellation
Digital content is normally subject to a 14-day right to cancel. By subscribing you request that we begin providing it immediately, and you acknowledge that once we do you lose that right. This consent is captured at checkout, which is why access starts the moment you pay.
Standard Sales
All sales of digital content, including early access codes and subscription fees, are final and non-refundable. Access and account features are provisioned immediately on payment, and cloud rendering and AI generation begin consuming capacity from first use.
3. Subscriptions & Renewals
Automatic Renewals
Subscriptions to Lite, Creator, Pro, Elite and Agency tiers automatically renew at the end of the billing cycle (Monthly or Yearly). You can cancel at any time via your dashboard. Cancellation prevents future billing but does not generate a pro-rated refund for the current cycle.
Evaluating Before You Pay
Our Starter Studio plan is free permanently and requires no payment details, so you can evaluate the studio, the simulation modes and the export pipeline before you subscribe. Paid plans are charged in full at checkout and there is no trial period, so please use the free plan to confirm the product suits you first.
4. Refund Exceptions
We do not refund delivered service. We do correct our own billing mistakes, which is a different thing:
- System ErrorsVerified technical glitches in billing, processing, or account provisioning.
- Double PaymentsAccidental duplicate charges for the exact same identical service.
- Billing ErrorsDiscrepancies in charged amounts compared to the selected plan pricing.
5. How to request
To request an exception, email us at support@ballengine.app.
Required Information
- Transaction ID
- Account Email
- Detailed Description
Average response time: 5 business days