Refunds and cancellation — Throughline

Applies to: Throughline for macOS, sold as a monthly subscription
Last updated: 2026-09-22
Seller of record: Polar Software Inc., acting as merchant of record for
Lucrative Pictures LLC, an Arizona limited liability company · PO Box 123, Flagstaff, AZ 86002, USA

This page restates §11 of the End User Licence Agreement in plain terms. Where the two differ, the EULA governs.

The short version

Try it before you pay. The free trial runs the whole pipeline on your own footage. It does not withhold features from you — it marks what it produces: proof exports are limited to 480p and carry a visible overlay, and files are not recovered until you subscribe. You can therefore confirm that Throughline works on your cards before any money changes hands.

Cancel whenever you like. There is no term, no notice period and no cancellation fee. Cancel from the billing portal link in your receipt, or by emailing [email protected]. Your licence keeps working until the end of the period you have already paid for, and then stops renewing.

Your work is yours permanently. Everything you have already exported, offloaded, transcribed or certified stays yours and stays readable, whether or not the subscription continues. Throughline writes standard files — MOV, MP4, WAV, MHL, EDL, XML, PDF — that open without it.

1 · First charge

If Throughline is not what you expected, email [email protected] within 30 days of your first charge and we will refund it in full. No reason required, and you do not have to argue the point.

This is deliberately broader than the law requires, because the trial cannot prove everything: it will not recover a damaged file for you, and that is the capability some people are buying. If you subscribe, point it at the card that matters and it does not do the job, you should not be out of pocket.

2 · Later charges

Renewals are not refunded by default, because you have had the month. Two exceptions:

• You were charged after cancelling. Refunded in full, always. Tell us and we will fix it.
• The software was broken for a material part of the period — a defect on our side stopped you working, and we could not correct it in reasonable time. Refunded pro rata. §12 of the EULA lists the statutory rights that apply here regardless of anything on this page.

3 · European Union, EEA and United Kingdom

You have a statutory 14-day right of withdrawal from the purchase of digital content, which is separate from and additional to §1 above.

Where you asked for immediate access and acknowledged at checkout that you thereby lose the right of withdrawal, that right ends when access begins. You will be asked to confirm this explicitly; it is not buried in a checkbox you cannot read.

Nothing on this page limits your rights under Directive 2019/770, the Consumer Rights Act 2015, the Australian Consumer Law, the Consumer Guarantees Act 1993, or any equivalent non-excludable law where you live.

4 · How a refund is actually paid

Payments are processed by Polar, who act as merchant of record. A refund is issued by Polar to the original payment method. Card networks typically take 5–10 business days to post it; that part is not something either of us controls.

We do not hold your card details at any point. See the website privacy notice for what we do hold.

5 · Beta participants

Beta testers were offered $25/month for the life of the subscription, and that price is honoured for as long as the subscription runs continuously. It is tied to the subscription, not to the person: if it lapses, the rate returns to the standard price. Everything on this page applies to it unchanged.

6 · Chargebacks

If something has gone wrong, email us first — §1 means you do not need a chargeback to get your money back, and a chargeback costs us a fee on top of the refund. We would rather just refund you.

Contact

[email protected] · PO Box 123, Flagstaff, AZ 86002, USA

We answer refund requests within two business days.