Policies

Refunds and withdrawal

Fourteen days to change your mind. No reason to give.

October 2026

1The 14-day money-back guarantee

For 14 days from the day you buy, you can have the purchase price back for any reason or none: it did not fit your workflow, it did not like your RAW files, you changed your mind. One email is enough.

This guarantee is something shepherd gives you voluntarily, on top of the statutory right of withdrawal in section 3. It is deliberately the wider of the two, so that the fine print about digital content never has to be argued about. It applies to consumers and to business customers alike, which the statutory right does not.

2Why there is a guarantee and not a trial

shepherd is not offered as a time-limited trial. Rather than hand you a crippled copy to evaluate, you get the whole program (no performance limit, no watermark, no photo limit) and 14 days in which the purchase is reversible.

So use them properly. Point shepherd at a real shoot, the awkward one with two camera bodies and a difficult light, and see whether its picks earn their keep. That is the test that matters, and it is the one the guarantee is there to let you run.

3The statutory right of withdrawal, and the wrinkle in it

As a consumer you also have a statutory right to withdraw from a distance contract within 14 days. It is part of your purchase from Creem, which sold you the licence, and Creem's terms set it out.

For digital content delivered straight away, that right can lapse once delivery has begun. The guarantee in section 1 makes that irrelevant: whether or not the statutory right still applies, and whether or not you are a consumer, the 14 days stand.

4How to get your money back

• Write to hello@shepherd.photo from the address you bought with, or any address if you say which order you mean.
• Quote the order reference from the purchase page or your invoice. Without it a refund still happens, it just takes me longer to find.
• A reason is welcome but not required. If something did not work, I would like to know what. But the refund does not depend on your answer.

I confirm by email, and the refund is issued through Creem, which processed the payment, back to the means of payment you used. Nothing is deducted. How long the money takes to appear is then up to your bank or card issuer: usually a few working days, occasionally up to two weeks.

Once a purchase is refunded, its licence key and its download link stop working, and each machine it was activated on locks at its next licence check. Your photographs, your ratings and your XMP sidecar files are untouched by that: they are your files, in open formats, on your disk, and they stay readable without shepherd.

5The limits

• After the 14 days the guarantee has run out. Write anyway if something is genuinely broken: A defect is a defect whenever you find it, and your statutory rights against defects last far longer than this guarantee.
• One guarantee per customer, not per purchase. Buying, refunding and buying again to reset the clock is the one use of this policy I will say no to.
• A key blocked for licence abuse (published, resold, or with the licence check tampered with) is not refunded.
• Please ask before you charge back. A chargeback costs me a fee and gets you the same money more slowly than an email does.

6A note on who took your money

Payment is handled by Creem, which sells the licence as reseller and merchant of record and issues the invoice, so Creem is the name on your bank statement and Creem's own terms cover the payment. You do not need to work out who to approach: write to me and I will start the refund at that end. A withdrawal sent to Creem instead is equally valid.

Refunds are answered by the person who wrote the program, at hello@shepherd.photo.