For our customers, support team usually reply within 72 opening hours from Monday to Friday.
Priority is given to customers having purchased their licenses less than 6 months ago.
For free users or customers with older license, we do our best to reply but we do not guarantee an answer.
All communication with our support team is kept confidential.
In some occasion we advise remote assistance, which consist in VSO tech team member taking control of user's computer desktop to investigate issues during a limited time. We understand some customers do not wish to accept this type of assistance, however doing so may lead us to drop a technical case.
For PhotoDVD, CopyToDVD and Blindwrite, support is limited to commercial requests as these products are no longer under active development.
We value customer satisfaction and provide free unlimited trial versions of all our products for our customers to evaluate the software before making a purchase. All our software comes with a 7 days hassle-free unlimited trial with a possibility of 7 extra days with a valid email address. In VSO Downloader 6, the fully featured trial time becomes unlimited.
Due to the expenses involved in payment processing we do not accept refunds for being unsatisfied with the product.
Refunds are possible only in the following cases :
1) For duplicate orders (ordered twice by accident), (warning: partial refund)
2) Unwanted license renewal or wrong product ordered (warning: partial refund. Click here for details).
3) Major technical issue. If in the first 6 months after purchase user faces a major technical problem that VSO support team -with the help of user- confirms based on reports and testing that no solution can be provided within reasonable time. If the user refuses to help the technical support team (not providing reports, not executing diagnostic tools, refuse remote assistance, unwilling to provide technical information or detail issue, insult or defamation), no refund will be issued. If the technical occur on a computer not matching the system requirements and the user refuse to upgrade his hardware or move the software to a computer that reach the minimal requirement, no refund will be granted.
4) No other refund has been issued in the past for the same product and to the same customer.
Refunded clients keys are immediately cancelled and no longer unlock the product.
License management:
Commercial licenses are managed by at least one unlock key, coupled with online verification of the license/key (since 2017). The customer receives by email the unlock key which once entered will remove all the trial limitations and activate all the benefits of the commercial license.
Unlock keys start with VSO_V4K_ , they are very long thus they should not be entered manually. The copy/paste feature of the operating system need to be used to enter the key. With the online activation system, "Key is for another software" is something of the past. Any unlock key attached to a customer license(s) can unlock any of his licensed software. A customer can also use his/her registration email address for all software as a simpler alternative to the long unlock key. As a result, customer will receive a verification email with either an activation link to click, or a pin code to enter in the software to unlock.
Internet Activation :
Internet connection is needed once during the activation process. When activation is done, Internet connection is no longer needed.
For each update installed, activation needs to be confirmed. This is a fully automatic process. Internet connection is necessary during this operation.
Individual licenses are for one computer only and one use at a time however we allow activation of a reasonable number of computers per license.
A unlock key will not activate if it has already been activated on too many computers. This situation can be solved either by the customer himself or by submitting a support request to VSO.
Software operational modes :
Software can work in 3 different modes: Unlimited Trial, Limited Trial and Licensed. Limited and unlimited trial modes are for evaluation purpose only. No commercial use of the software is allowed. Some usage data is collected by the software and send to VSO during the trial. No personnal data is included.
Unlimited Trial mode:
At first use of the software, a trial period with unlimited feature is given for a few days (typically 7 days).
100% hassle free. User is not even required to provide his email address.
Extensible (typically 7 extra days) if a valid email address is provided. The email address is verified.
From time to time (i.e. when introducing major new features), unlimited trial period may be restarted.
Limited Trial mode:
The limited trial mode leaves enough features to continue using the software for testing purposes. Some limitations are introduced, such as (non exhaustive list):
insertion of a marking in the output video (All the ConvertXto series)
output time limit and / or 50% conversion (All the ConvertXto series, VSO Downloader 5)
nag screen popping from time to time (All software)
various delays introduced to perform some operations (VSO Downloader all versions)
Limited set of features
For VSO Downloader 6, we have removed the time limit for trial. It can be used for free without time limit. Other limitations are:
1 download at a time
Variable delay is enforced before the download begin
For the time being, we do not include 3rd party ads in our software.
Software switch automatically to limited trial mode in the following cases:
Unlimited trial period is finished and no valid unlock key / customer email has been provided.
The commercial license attached to the unlock key has expired (user must purchase a license renewal at a discount price)
The unlock key and/or its attached commercial license has been disabled.
The software cannot establish an Internet connection to the activation servers during the activation phase
Any tampering with the unlock key or the activation system (in such case the software may refuse to start)
Licensed mode :
Software switches to licensed mode when it has been activated online, as described above. All the limitations introduced in the trial mode are removed. Sending usage data is always optional and disabled by default.
Customer License termination :
VSO permanently disable license and their attached unlock keys without compensation if:
unlock key(s) have been stolen, published on forums, made public in any ways
key(s) sold to 3rd party(ies)
single user license key used simultaneously on way too many computers
refund, fraud order or chargeback
Licensing scheme:
License can be purchased either for limited time for updates, or unlimited time for updates. All the licenses have a limited time for support.
License with limited time for updates (typically 1 year) :
You receive free update for a year, starting from your purchase date. Computer's date is not relevant.
Pay once, use forever. You can use the software without any time limit.
Updating is recommended but optional. If for technical reasons only an update is made mandatory, all the licenses validity are extended free of charge.
After the period of free updates has expired, license must be renewed to use new releases. Older releases remain active without any time limit, subject to compatibility with the host operating system.
Technical support is provided for the license's period of validity. After this period, answer to technical requests is not garanteed.
License without time limit for updates :
You receive free update for unlimited time.
Technical support is provided for 2 years. After this period, answer to technical requests is not garanteed.
License renewal is optional, however subscription is welcomed to receive technical support in priority and to support VSO efforts to provide good software.
Older software:
PhotoDVD, CopyToDVD, Blindwrite are older software which are no longer under active development. As some of our customers still find them useful, they can still be purchased or offered in bundle with other software. Their licensing scheme does not work as described above. They do not have internet activation and limited time for update does not apply.
PhotoDVD does not have the same key format (key has 26 characters in uppercase)
Limited technical support is provided for these software. The new technical issues discovered are not to be fixed anytime soon.
