Refunds & Support Policy
Last updated: 8 June 2026
Broadlog is sold in two ways: a perpetual licence for the desktop recorder (Solo and Studio, one-time payment) and an optional cloud subscription(Cloud Sync and Cloud Pro, billed monthly or annually). This policy explains how refunds and support work for each.
Perpetual Licences (Solo & Studio) — No Refunds
Solo and Studio are one-time purchases. Your licence key and download link are issued immediately after payment, giving you full, permanent use of the purchased version. Because access is granted in full at the point of sale, all perpetual licence purchases are final and non-refundable.
If something isn't working — installation issues, licence activation errors, crashes, recording faults, or anything unexpected — contact support before assuming a refund is the answer. Most issues can be diagnosed and resolved directly, and we treat compliance-recording problems as urgent.
Cloud Subscriptions (Cloud Sync & Cloud Pro)
Cloud add-ons are billed in advance — monthly or annually — through Paystack. Subscription fees for a billing cycle that has already started are non-refundable. You can cancel from your dashboard at any time; cancellation stops future billing but does not refund the current cycle, and you keep access through the period you've already paid for.
Annual cloud plans are billed once per year and renew by invoice — you'll be notified ahead of renewal so you can cancel if you no longer need the add-on.
Support Tiers
Cloud Sync & Cloud Pro subscribers — receive continuous support for as long as their subscription is active. Cloud Pro subscribers receive priority handling.
Solo & Studio licence holders — receive email support included with their purchase, with priority handling for the first 6 months from the date of purchase. After 6 months, support continues to be available on a standard (non-priority) basis.
- Priority requests: acknowledged within 1 business day
- Standard requests: acknowledged within 2 business days
Reporting Issues
Any error, bug, or unexpected behaviour in the app or dashboard should be reported to support@broadlog.app. Please include:
- Your licence key or account email
- What happened, and what you expected instead
- Steps to reproduce, if known
- Any error messages or screenshots