This Refund Policy explains the refund rules for digital products, software, licences, downloads, services, and related content sold by Thelightbox S.A.R.L., including TLB Atlas.
By purchasing a product or service from Thelightbox S.A.R.L., you agree to this Refund Policy.
Our digital products and software are delivered electronically through download links, licence keys, activation files, email delivery, or other digital delivery methods.
Because digital products can be accessed, downloaded, copied, activated, or used immediately after purchase, refund eligibility is limited.
Refunds may be considered only in specific cases, such as:
The product was purchased by mistake and has not been downloaded, activated, or used.
A verified technical issue prevents the product from working as described, and our support team is unable to resolve the issue.
A duplicate payment was made by error.
A payment was unauthorized or fraudulent, subject to verification by the payment provider.
Refunds are generally not available when:
The software has already been downloaded, activated, or used.
A licence key has already been issued and activated.
The customer changes their mind after purchase.
The customer no longer needs the product.
The customer purchased the wrong edition but already activated or used it.
The customer’s computer or system does not meet the required specifications.
The issue is caused by third-party software, hardware, internet connection, operating system settings, or unsupported use.
The customer expected custom features, modifications, training, or installation services that were not included in the purchased edition.
If a customer experiences a technical issue, they must contact Thelightbox S.A.R.L. support and allow reasonable time for troubleshooting.
We may request screenshots, system information, error messages, remote support sessions, or other technical details to verify and resolve the issue.
A refund may only be considered if the issue is confirmed and cannot be resolved by our support team.
A lifetime licence means the customer may use the purchased version of the software without recurring subscription fees.
Lifetime licence purchases are treated as digital software purchases and are subject to the same refund limitations stated in this policy.
A lifetime licence does not automatically include unlimited future upgrades, custom development, installation, training, or ongoing support unless clearly stated in writing.
Custom development, Enterprise customization, special data preparation, installation services, training, branded interfaces, and tailored workflows may be non-refundable once work has started.
For Enterprise or custom orders, refund terms may be defined separately in the quotation, invoice, contract, or written agreement.
To request a refund, contact us with:
Your full name
Company name, if applicable
Email address used for purchase
Order number or invoice number
Product name and edition
Reason for the refund request
Screenshots or technical details, if applicable
Refund requests should be sent as soon as possible after purchase.
If a refund is approved, it will be processed through the original payment method whenever possible.
Refund timing may depend on the payment provider, card issuer, bank, or third-party payment platform.
Payment processing fees, bank fees, currency conversion fees, or transfer charges may not always be refundable.
Payments may be processed through third-party payment providers such as Paddle or other approved platforms.
Some refunds may be subject to the rules, verification requirements, timelines, and procedures of the payment provider.
For refund questions or requests, please contact:
Thelightbox S.A.R.L.
Beirut, Lebanon
Phone: +961 3 484 344
Website: thelightbox.tv
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