Q: Do you accept debit cards?

Yes, if the issuer of the debit card is Visa , Mastercard , American Express , JCB , Discover or Diners .

Question 1

Where can I find pricing information for your products?

Accepted Answer

You can find our suggested end-user prices on Chaos Group's website under the "Pricing" section of each product that we offer. For example, if you would like to check the suggested end-user prices for V-Ray Workstation for 3ds Max, you should go to our home page -> Products -> V-Ray for 3ds Max -> Choose Pricing on the ribbon or scroll down to the bottom of the page.
Note that our prices do not include VAT, any other local taxes, the dongle costs and/or shipping.

Question 2

Can I pay via bank transfer

Accepted Answer

Yes, bank transfers are a payment option available on our online store. Here are some specifics that you need to know:

Bank transfers are available for purchases above 1000 euro.
You will receive your license after our payment provider 2CheckOut matches the order. This can take up to 72 hours depending on the bank, working hours, etc.
Payments made with bank transfers will not automatically renew but you can do it manually via my.chaosgroup.com.

Question 3

What is your refund policy?

Accepted Answer

Our Money Back Guarantee gives you the right to cancel purchases made on the Chaos Group online store and receive a full refund up to 14 days after placing your order.

Can Chaos Cloud credits be refunded?
The same 14-day cancellation period applies to Chaos Cloud credits. However, if some Chaos Cloud credits have been used, only the remainder can be refunded. Your refund will be calculated according to the price per Chaos Cloud credit, depending on the package you have purchased.

How do I request a refund?
To return a purchase placed on the Chaos Group online store and request a refund, contact our customer service team. To speed up the refund process, please have your Order ID available and provide a reason for your request.

How quickly will I receive my refund?
When your request is approved, payments are refunded between 2 to 7 business days, depending on the payment method you used for the order.

Please contact our customer service team if there’s a significant delay in receiving your refund.
Note that access to related software and services will end when your refund is processed.

Can I have a refund for a recurring payment?
Yes, our Money Back Guarantee gives you the right to cancel your subscription and receive a refund for your last automatic payment within 14 days of the renewal.

Note that you can cancel the automatic renewal at any time before your renewal date by visiting your Chaos Group Account. Learn more about disabling automatic renewal here.

What if I purchased with a reseller?
Return policies for purchases from authorized Chaos Group resellers may vary by partner. Please contact your reseller directly for information about their policies and to request a refund.

Question 4

How can I buy Chaos Group products?

Accepted Answer

We currently offer our full product portfolio through authorized resellers across the globe. To see the list of resellers in your region, go to our "Find A Reseller" page. Here, you can select your country and specific products.

Perpetual and term commercial licenses, as well as educational licenses, can also be purchased in the Chaos Group Store, which is available worldwide.

Question 5

How can I check my upgrade options?

Accepted Answer

To see the price and options for upgrading your product, follow the steps below:

1. Go to the Products menu and select the product you are interested in.
2. Click on the Pricing tab -> Upgrade to see your upgrade options.

To upgrade your license directly via My Chaos Group, click on Upgrade Now. You will be redirected to your Active Products. Once you find the product of your choice click on the Upgrade button.

To upgrade through a reseller, choose Find a local reseller and contact your preferred one.

If you require more information, feel free to get in touch with our customer service by filling out this form.

Question 6

What do I do if I have selected the wrong product?

Accepted Answer

You can request a refund within 14 days and purchase the right product.

Question 7

How can I purchase Chaos Cloud Credits?

Accepted Answer

You can buy packages of credits from our online store or via your preferred reseller. Package options start at 100 Chaos Cloud credits and go up to 50,000 based on rendering needs. Chaos Cloud credits never expire and you will not be charged for failed frames.

Question 8

How can I place an order online?

Accepted Answer

Please follow these steps:

1. Access the Chaos Group Online Store and sign in with your username and password.

2. Choose the product category that you would like to explore and click Buy Now.

3. You will be presented with all the products in the chosen category. Once you decide which one to buy, click Buy Now.

4. You will be provided with additional details about the product. Once you choose the desired quantity, you can click Buy Now.

5. Review your order summary and scroll down to fill out your Billing Information.

6. Fill out your billing details and input the payment information associated with your payment method and click Place Order. By completing your purchase you confirm that you are over 16 years of age and you agree to the Terms and Conditions. A link to the Terms and Conditions can be found on the Checkout page.

7. Your order will be automatically processed.

8. Once your order is processed, you will be provided with a link to download your product.

Question 9

What payment methods do you accept?

Accepted Answer

We currently support the following credit and debit cards: Visa, Mastercard, American Express, JCB, Discover, Diners as well as many local cards. You can also use PayPal or pay via bank transfer.

In the future, we will provide additional payment methods to make your shopping experience even more convenient.

Question 10

Is it safe to put my credit card number on this website?

Accepted Answer

All transactions on Chaos Group's online store use secure commercial-grade encryption. Furthermore, information relating to your payment (such as your credit card number) never resides on our servers.

Question 11

Do you accept debit cards?

Accepted Answer

Yes, if the issuer of the debit card is Visa, Mastercard, American Express, JCB, Discover or Diners.

Question 12

Can I pay via PayPal?

Accepted Answer

Yes, PayPal is available worldwide through the Chaos Group online store.

Question 13

Can I pay in a foreign currency?

Accepted Answer

Online payments support three main currencies - U.S. Dollars, Euro and British Pounds. These currencies are pre-set based on the country from which you are making a purchase.

Question 14

Do you accept checks?

Accepted Answer

We do not accept check payments at this time.

Question 15

Do you ship any physical products?

Accepted Answer

We do not ship any physical versions of our products. If you need offline access to our products, you can “borrow” your licenses for 14 days. You can find more information here.

Question 16

Why do you need my address if you don't ship products?

Accepted Answer

A physical address is used for payment and billing purposes. We're unable to charge a credit card or issue an invoice without a physical address. Furthermore, a physical address also determines your VAT obligations.

Question 17

Do you include tax in the prices listed on the website?

Accepted Answer

The pricing section under each product on our website contains suggested end-user prices that do not include any local taxes that might be applicable. Please contact your local reseller in order to receive information in regards to the applicable taxes when purchasing Chaos Group products.

Question 18

Are there any applicable taxes on purchases I have made through Chaos Group's website?

Accepted Answer

Yes, in certain cases a VAT charge may apply. Chaos Software is an EU-based company which is registered under the special Mini One Stop Shop (MOSS) regime in its capacity of a provider of electronically supplied services (sale of software). Respectively, Chaos Group is obliged, in accordance with applicable law, to apply VAT charge on sales of digital products and services to customers in the EU who are not registered under the EU VAT regime.

Question 19

Why are you applying VAT to my order?

Accepted Answer

In accordance with EU VAT legislation, VAT will be applied only to orders in those countries where exemption documentation or a valid VAT ID has not been supplied at the time of payment.

Question 20

How can I check the status of my order?

Accepted Answer

This depends on the purchasing method you have used.

Online Store

1. Access My Chaos Group and sign in with your username and password.

2. Click on Products -> Active Products.

3. Click on the product of your choice and check the Status column. Here you can also find information about your subscription such as Activation Date, Expiration Date and Reference Number.

If your order has not been processed, please contact our customer service team for additional help.

Through a Chaos Group reseller

In this case, the order is handled by the reseller. Please refer to the customer support contact details provided by the reseller in your order information or on the company’s website.

Question 21

I completed my online order and received confirmation. When will I get my license?

Accepted Answer

Online orders and license access rights are typically processed immediately. You should receive a confirmation email in your inbox that provides guidance on how to download the product you have ordered and activate it.

In case you haven't received a confirmation email and cannot access your license within 12 hours, please get in touch with our customer service team.

Question 22

How will I know when a payment is made or how much I was charged? Will I get an invoice?

Accepted Answer

An order summary providing details about the purchase price will be available before the confirmation of your payment.

After your payment has been successfully processed you will be guided to a payment confirmation page. You will also receive a notification by email.

In addition, you can access the invoice for your payment by following these steps:

1. Access My Chaos Group and sign in with your username and password.

2. Click on Billing -> Invoices.

3. Locate your order and download the invoice. You can view your invoice number by clicking the three-dotted button beside each order.

Question 23

How do I receive an invoice for my purchase?

Accepted Answer

This depends on the purchasing method you have used.

Online Store

You should receive an email containing a link to your invoice after the order has been processed.

Alternatively, you can access your order history by following these steps:

1. Access My Chaos Group and sign in with your username and password.

2. Click on Billing -> Invoices.

3. Locate your order and download the invoice.

If your license wasn’t purchased within the last 30 days, click “Filter by Period” to find your invoice.

Through a Chaos Group reseller

In this case the order placement is handled by the reseller. Please contact the reseller directly to request your invoice.

Question 24

What if I haven't received an invoice for my order?

Accepted Answer

If you have purchased our products from an authorized Chaos Group reseller, please get in touch with them to request your invoice.

If you have made a purchase from our Chaos Group Online Store, you can access your order history by following these steps:

1. Access My Chaos Group and sign in with your username and password.

2. Click on Billing -> Invoices.

3. Locate your order and download the invoice. You can view your invoice number by clicking the three-dotted button beside each order.

If your license wasn’t purchased within the last 30 days, click on “Filter by Period” to find your invoice.

Question 25

Can I purchase your products from resellers?

Accepted Answer

Yes. We are currently offering our full product portfolio through authorized resellers spread across the globe. If you would like to check the list of resellers offering our product portfolio in your region, please go to our "Find A Reseller" page. Once there, you can select the specific product that you are interested in and the country where you reside.

Question 26

How do I download and print my invoice?

Accepted Answer

1. Access My Chaos Group and sign in with your username and password.

2. Click on Billing -> Invoices.

3. Locate your order and download the invoice.

4. Once you download your invoice, open the file and click on the Print icon located in the top left corner of your screen.

If your license wasn’t purchased within the last 30 days, click “Filter by Period” to find your invoice.

Question 27

How can I check my purchase history with Chaos Group?

Accepted Answer

This depends on the shopping method you have used.

Online Store

1. Access My Chaos Group and sign in with your username and password.

2. In the Products section you can check up-to-date information on your active and expired products as well as Chaos Cloud Credits.

In all other cases

Please contact our customer service team for additional information about your purchasing history.

Question 28

How can I check the status of my refund?

Accepted Answer

In case you would like to receive additional information about the status of your refund, please get in touch with our customer service team and don't forget to reference the case number for your refund request.

Question 29

Why was my credit/debit card rejected? What should I do?

Accepted Answer

The typical reasons for this are incorrect credit or debit card details, insufficient funds or exceeded transaction limit. In some cases this is due to the card issuer blocking the transaction for fraud protection purposes.

If you have received a failed transaction notification, please try placing your order again. If the transaction is still unsuccessful, please contact the card issuer (the number is usually on the back of your credit or debit card) and ask them to permit an authorization from Chaos Group/2CheckOut (our payment processing partner).

Alternatively, you can try a different credit or debit card or contact our customer service team for assistance.

Question 30

Do you store my credit or debit card details?

Accepted Answer

No, we do not share or have access to your credit or debit card details. All payments are handled by 2CheckOut, our payment processor.

Question 31

My card is showing two transactions, it looks like I was double-charged.

Accepted Answer

The double charge that you see on your bank statement is most likely an authorization (pending charge), rather than a real charge.

When making a payment by credit card for certain services, your credit card company may authorize your card before the actual funds are taken. If this is the case, the authorization appears on your bank statement in addition to the real charge. The authorization should disappear from your bank statement within a month.

If you need any further clarification, feel free to contact our customer service team.

Question 32

VAT was applied to my order but I have a valid VAT ID. How can I obtain a refund for the VAT portion of my payment?

Accepted Answer

Contact our payment processor, 2CheckOut, in order to get your VAT reimbursed.
Here is how to do it:

1. Access My Chaos Group and sign in with your username and password.

2. Click on Billing -> Invoices.

3. Click on the three-dotted button beside each invoice and then on Request a Change. A Compose Email window will open where you can request your invoice change.

In addition, you can add your VAT number for your future purchases in the Billing -> Billing Information section.

Do not hesitate to contact our customer service team if you have any further questions.

Question 33

I canceled my order – when will I be reimbursed for the purchase price?

Accepted Answer

Purchases made through our online store are processed instantly, thus you are unable to cancel your order during its processing.

If you have made the purchase by mistake please refer to the following FAQ article - "Do you offer refunds?"

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