Customer Satisfaction and Fairness

At Ashlar-Vellum, we prioritize customer satisfaction while ensuring fair use and realistic expectations of our precision drafting and 3D modeling software. We understand the importance of aligning our policies with customer needs and the evolving software market.

Subscription Options

Ashlar-Vellum offers subscription options for our CAD and 3D modeling software, available in both monthly and yearly plans. This approach allows our customers flexibility and convenience, ensuring access to the latest updates and features.

Try Before You Subscribe

We provide a fully-functional trial version of our software for two full business weeks, free of charge. To access the trial, we require your full contact information, including name, address, phone number, and email address.

If you're still undecided after the trial period, we recommend choosing the monthly subscription to start. This flexible subscription model is tailored to meet diverse customer needs, providing an easy transition into our software ecosystem.

Ongoing Technical Support

As long as you maintain an active subscription, Ashlar-Vellum offers comprehensive technical support, including telephone/Zoom, web, and email assistance. In case your subscription lapses and you require support for one of our free "Share" programs, telephone/Zoom technical support is available for a fee of US $39 per issue.

Conditions for Subscription Cancellation

Upon cancellation, the license will be deactivated on our servers. If a license has been loaded into our optional Codemeter, we will need to remove it.

Please note, while the subscription cancellation process is straightforward, obtaining a refund is subject to specific refund conditions below.

Monthly Subscription Cancellation:

Monthly subscriptions can be easily canceled at any time prior to the next billing cycle to prevent renewal. You can cancel:

  • By Yourself

    Use our payment platform BlueSnap.

    Please use the following instructions to cancel your monthly subscription to your BlueSnap account

    Go to: cp.bluesnap.com

    • Enter your username
    • Enter your password (reset password link has been sent to your registered email address)

    (Please note, should the reset password link not work, please try it again using a different browser such as Google Chrome or Firefox)

    Once inside the system:

    • Click the blue hyperlink that says ‘Change’ under the ‘Status’ tab.
    • Fill in the Cancellation Reason and click ‘Cancel subscription’
  • By Email

    Email us at order.processing@ashlar.com or support@ashlar.comsupport@ashlar.com

  • By Phone

    Call our customer service team: +1 800 877-2745, ext. 2.


Yearly Subscriptions Cancelation:

Yearly subscriptions do not auto-renew. You need to order and pay for each year in advance. You can choose to pay for multiple years in advance if desired.

Refunds:
  • Subscriptions are eligible for a 30-day money-back guarantee. Refund requests must be made within 30 calendar days of the subscription start date.
  • Technical issues leading to the refund request must be verifiable and not specific to your hardware or system configuration.
  • Issues must not result from operating outside our specified system requirements.
  • Refunds are not applicable for issues known during the trial or prior subscription period.
  • A 15% processing fee applies to all refunds.