Return & Refund Policy
Effective Date: April 9, 2026
At a Glance: Summary of Key Points
30-Day Guarantee: We offer a 30-day money-back guarantee on our SaaS authentication subscriptions and self-hosted perpetual software licenses.
Digital Returns: Because our products and services are entirely digital, there is no physical shipping, packaging, or return postage required.
Consulting & Support: Refunds for technical support, backup services, and consulting are available for any unused prepaid hours.
Original Payment Method: All approved refunds are credited back to the credit card or payment method you originally used to make the purchase.
Easy Process: To initiate a refund, simply email us at mason@masonitestudios.com with your order details.
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1. Our Promise
At Masonite Studios LLC, we build authentication software and provide technical support designed to make your business run more smoothly and securely. We want you to feel completely confident when you choose to integrate our authentication layer or hire us for consulting. If our software doesn't meet your expectations, or if your business needs change, we want to make the separation process as painless as possible. This policy outlines exactly what you can expect if you need to cancel a service or request a refund. If you ever have questions, we are just an email away.
2. Return Eligibility
Because we offer a mix of software licenses and professional services, our refund eligibility depends on exactly what you purchased from us.
Software Licenses (SaaS & Self-Hosted): You have a 30-day window from the date of purchase to request a full refund for our authentication layer software. This applies whether you are using our hosted SaaS version or purchased a perpetual license for self-hosting.
Condition Requirements: To be eligible for a software refund, you must agree to permanently delete any self-hosted software files from your servers and cease using the associated license keys.
Consulting & Backup Services: If you have prepaid for technology support, backup services, or software consulting, you may request a refund for any unused hours or remaining service terms at any time.
Proof of Purchase: We simply need the email address associated with your account and your original order or invoice number to verify your purchase.
3. How to Return
Since Masonite Studios LLC provides digital software and remote technical services, the traditional physical return process looks a bit different here.
Initiation Process: To start a return or cancellation, email mason@masonitestudios.com. Let us know what you are canceling and briefly explain why so we can improve our products.
Packaging Requirements: None! Because our products are entirely digital, you do not need to worry about boxes, packing tape, or physical condition.
Shipping Options and Who Pays: There are no return shipping costs. Revoking a digital license or canceling a service is completely free.
Where to Send Returns: All "returns" are handled virtually. Once you email us, we will remotely deactivate your SaaS access or invalidate your perpetual license key.
4. Refund Process
We believe in handling your money with transparency and speed. Once you request a refund and we verify your eligibility, here is what happens next:
Timeline for Processing: We process refund requests within 3 to 5 business days. Depending on your bank or credit card provider, it may take an additional 5 to 10 business days for the funds to appear in your account.
Refund Method: We will automatically route the funds back to your original payment method. We cannot issue refunds to a different card or via a different payment method for security reasons.
Partial Refunds: You can cancel your services at any time; however, we generally do not offer prorated refunds for partial months. If you cancel a prepaid annual SaaS subscription or backup service after the initial 30-day window, any partial refund issued will only apply to remaining, fully unused months.
Exchange Options: If you simply need a different service—such as switching from our hosted SaaS to a self-hosted perpetual license—we can easily apply your previous payment as a credit toward the new setup.
5. Exceptions
While we strive to be as accommodating as possible, there are a few limitations to our refund policy based on the nature of digital goods and professional labor.
Final Sale Items: Any consulting, technical support, or custom software development hours that have already been completed are final sale. We cannot refund labor that has already been performed.
Customized Products: If you hired us to build bespoke integrations for your specific web application, those custom development fees are non-refundable once the work has commenced.
Hygiene-Restricted Items: As a software company, physical hygiene restrictions do not apply to us. However, our "digital hygiene" equivalent means we cannot refund perpetual licenses if we detect that the software is still actively deployed and authenticating users on your live production servers.
Digital Products: Beyond the initial 30-day guarantee and standard prorated cancellations, past months of SaaS usage or expired perpetual license support terms (which include one year of updates and support) cannot be retroactively refunded.
6. Damaged or Defective Items
In the software world, "damaged or defective" translates to critical bugs, downtime, or software that fails to perform its core authentication duties. We take this very seriously.
Extended Return Window: If you discover a critical, unresolvable defect in our authentication software that prevents it from working with your application, we will waive the standard 30-day limit and offer a refund.
Free Return Shipping: As always, there are no fees associated with reporting a defect or canceling a defective service.
Replacement Options: Before issuing a refund for a defect, our technical support team will attempt to provide a patch, update, or workaround to get your authentication layer running smoothly.
Quality Guarantees: We guarantee that our perpetual licenses will receive customer support and access to the latest available versions for one full year from the date of purchase.
7. Exchanges
Business needs change, and we are happy to help you adjust your software stack accordingly.
Process for Exchanges: If you need to switch your service type, email us at mason@masonitestudios.com. We will transition your account without any service interruption.
Size/Color Changes: While we don't deal in sizes or colors, we do deal in license tiers and service capacities. You can upgrade or downgrade your authentication volume tiers or backup storage limits at any time.
Price Differences: If you upgrade, we will charge you the prorated difference for the remainder of your billing cycle. If you downgrade, we will apply a prorated credit to your account to be used against future invoices.
8. International Orders
We proudly provide software and consulting to businesses around the world. The return process for our international clients is largely the same, with a few financial distinctions.
Return Process for International Customers: You follow the exact same digital cancellation process by emailing our support team.
Shipping Costs: Because delivery is digital, international shipping costs do not apply.
Customs Considerations: While there are no physical customs duties, international customers should be aware that currency exchange rates fluctuate. Your refund will be issued in USD, and your bank will convert it back to your local currency at their current rate. Additionally, any local digital VAT or taxes collected by your government may be non-refundable by us, and you may need to contact your local tax authority to reclaim them.
If you have any questions about this policy, need to request a refund, or want to discuss adjusting your current software licenses, please reach out to us. We are here to help.
Email: mason@masonitestudios.com