Refund policy

Terms, warranty, and what is final

Digital Twin Pro is sold as an annual membership, by written application. Nothing is built or charged before your application has been reviewed and answered in writing. If we cannot serve you at the standard we hold ourselves to, we say so in writing — before you commit to a year.

The Archive Assessment

A membership begins with the Archive Assessment ($1,950 for Home, $3,950 for Studio). We catalogue a defined slice of your records and deliver a written scope together with a working demonstration built on a sample of your own material. You keep both, whether or not you go any further.

  • It is delivered work, not a deposit and not a trial. Once we begin, it is not refundable.
  • If we decline your commission — which we do rather than take work we cannot do well — we return it in full.
  • If you proceed, it is credited in full against your founding year.

The founding year is final

Once your founding year is confirmed with you in writing, the sale is final. We do not offer trial periods, refund windows, or change-of-mind returns, and we would rather tell you that here than at the end. Every system is built and loaded for one member, so there is no generic stock to return.

What protects you instead: the written review of your application before any invitation; the Assessment’s own deliverable, which you keep either way; the written confirmation of your year; the 72-hour arrival guarantee; and the warranty below.

One-year limited hardware warranty

Every machine carries a one-year limited hardware warranty from the day it is delivered, and while you are a member looking after it is our job, not yours. If a unit is faulty we make it right at no cost to you — repair or replacement, with shipping both ways on us for warranty claims.

  • Dead on arrival: if a unit arrives damaged or will not start, tell us within 72 hours of delivery and we replace it at no cost.
  • Covered: defects in materials, workmanship, and assembly under normal home or office use.
  • Not covered: physical damage after delivery, liquid damage, unauthorised hardware modification, or loss caused by third-party accounts and services you choose to connect.

How to make a warranty claim

Email support@digitaltwinpro.com with your member number and a description of the fault. We diagnose remotely first — most issues are resolved the same week without the machine leaving your shelf. If hardware service is needed we send a paid shipping label, and your records stay on your machine unless you ask us to recover them.

Renewal and cancellation

Membership is annual. You may choose not to renew at the end of any paid year, effective at the end of that year, and nothing renews or changes price without you being told the number first. Founding rates stay yours for as long as your membership is continuous.

Under your own roof, ownership vests at twelve months: stay a year and the machine — and everything it has learned — is yours to keep, and it goes on working without us. A machine housed in our cabinet is ours, and nothing vests; we say so plainly wherever that choice is offered.

Deletion

Ask us to delete something and you receive written confirmation that it is gone. If you leave and your machine was housed with us, it is wiped and you are told so in writing.