General FAQs

What's your refund policy?

Software developed by Cisdem is available on a try-before-you-buy basis, there are free trial versions you can download to ensure that you can fully experience it prior to making your purchase. We encourage you to try the software prior to making your purchase to ensure that it meets your requirements.

Cisdem provides 30 days money back guarentee, if there is a technical issue with the program you purchased and Cisdem is not able to resolve it, please contact Cisdem Support Team within 30 Days of your purchase to receive a refund.

Upon receiving a refund you shall cease all use and destroy all copies, full or partial of the Software for which you no longer possess a valid, purchased license. Cisdem reserves the right to disable any product license issued to you for the refunded products.

Cisdem may decline refund claims in the following cases:
1. Software purchased for the wrong platform.
2. Inability to operate the software in your computing environment.
3. Inability to use the software due to an operator error.
4. Requests feature not being described on our official website's product page.
5. Changed your mind after placing an order.
6. Customer refuses to provide detailed description regarding to the technical problem of products, or refuses to be cooperate to try the solution provided by Cisdem Support.
7. We will not refund the difference between the price you were charged and the limited-time price reduction, such as those that occur during special sales events.
8. A refund request for the renewal order with the personal reasons like "I don't know it was renewaled" or "I forgot to cancel it". We note on the purchase page and confirmation email that the subscription renews automatically, and the auto renew can be canceled anytime before deduction time.

Please note that we can only accept refund claims for products purchased via our online store - purchases made from the Mac App Store and other stores are subject to those stores' refund policies.

How to cancel the auto renew subscription?

1. PayPal orders
Log in your PayPal account and go to “Account Settings” at the top of the page, click Payment Preferences, Select Cisdem under "Automatic Payments", you can cancel the automatic subscription on this page.

2. Verifone orders
Click this link and use the email you used to place the order to log in to your Verifone account. Under my products, click on Stop automatic license renewal.

What is the company’s updating policy?

Cisdem provides free updates for the programs you've purchased during the valid license period.

What is difference between One-Year Subscription and One-Time Purchase?

With an One-Year Subscription, you pay a yearly fee to use the features of programs for a year. You can cancel the automatic renewal at any time.
With an One-Time Purchase, you will get lifetime access to the programs you purchased the license for, including updates.

I want to pay with a Credit Card, how to do it?

You can click checkout with Verifone, select Credit Cards as the payment option, and then enter your card information to finish the payment.

What's the complete activation process?

1. Download
You can download the installation package from anywhere you like: Product page, User guide page or confirmation email.
2. Install
For Mac: Find the dmg file you downloaded, double click it, drag and drop the program icon into Applications folder
For Windows: Find the exe file you downloaded, double click to install the program
3. Activate
Run the program, click the key icon at the right upper corner, copy and paste your license code into the program for activation.
Notes: Since the license code is letter-sensitive, please COPY and PASTE the code. And don't add any space before or after it when pasting.

Is the license still available when I get a new computer? What should I do?

Yes, the license is still available when you change a new computer. You can contact our support team to release the license code by dropping an email at support@cisdem.com when you need to change a new computer.

I purchased a license for Mac, does it work with the Windows version as well?

No, the license for Mac does not work with the Windows version. The license for Mac version cannot activate the Windows version and vice versa.

How to remove Cisdem program from my computer?

1. For Mac device, please quit the program first, then go to the Applications folder and move the Cisdem program to Trash.
2. For Windows PC, please quit the program first, then click Start > Control Panel > Programs, uninstall the Cisdem program there.

How to update the program to a newer version?

There are 3 ways to update to a newer version:
1. Cisdem will auto detect a newer version when you run the program, if yes, an update window will pop up to ask you to update to the latest version.
2. Click the program name on the top menu bar after running the program, click “Check for Updates…” to update to the latest version.
3. You can uninstall the old version and re-download the latest version from our official website.

I entered the keycode you sent to me, but the window shakes or prompts you "invalid code", the code is not accepted. Why?

There are several possible reasons for the failed registration:
1. This is caused by entry error. You'd better copy and paste the license code to avoid a typo.
2. License code is for the old version, but you use it to register upgrade version.
3. You order or download wrong product, such as mix up Cisdem Video Player and Cisdem Video Converter.

What if I lost the license code?

In case you lost your license code, you can get your registration in email through our Retrieve Registration Code using your order email or order number, if you still cannot get it from there, please contact our support team by dropping email at support@cisdem.com

What benefits are available if I purchase your products?

1. You will get the full version of our software (free trial limitation removed).
2. FREE technical support via e-mail, guaranteed reply within one business day.
3. FREE update to latest version.
4. Get discount for purchasing other products. Email us for request.

What payment methods do you support?

1. PayPal
2. Credit cards (Visa, MasterCard, Discover, etc)

I haven't received the license code, what should I do?

Typically Cisdem will automatically send you a confirmation email within an hour of your order is being complete. However, If you did not receive it on time, you can do as follows.
1. Please check your spam folder if the confirmation email is there.
2. The confirmation email will be sent to the email address you used to place the order, if the email address you've entered is incorrect/incomplete, the confirmation email cannot be delivered successfully. For this situation, please contact our support team at support@cisdem.com for further assistance.

I purchased the wrong product by mistake. Can I exchange it for the right one?

Yes, you can. In this case, just go to purchase the correct program on our website, we will arrange to refund you the payment of wrong purchased program after getting your email.

I login another user account on my Mac/PC, how can I activate the program to use it?

You can activate the program with the same license in another user account on your Mac/PC. The license is only restricted on devices, not on the user accounts.

Do you offer a discount?

1. We offer a 30% educational discount for teachers and students, you can send a copy of your teacher/student ID card to our support team at support@cisdem.com, we will give a promo code for you to get a discount.
2. We offer a 30% discount on the second purchase, you can send us a copy of your previous order to our support team at support@cisdem.com, we will give a promo code for you to get a discount.

I purchased the program on the App Store, why haven't I received a license code?

For the App Store version, no license code is required to activate the program. Just go to the App Store > Purchased, click "Install" to download and install the program, and then you can use it directly.