Refund after auto-renewal for VRay - Not getting any reply from ticket raised

Licensing General
,
1

Hi Chaos Team,

I’m hoping someone from the billing or support team can assist.

Our annual subscription renewed automatically on 14 August 2026, resulting in a charge of approximately AUD $1,755.

We became aware of the renewal shortly afterwards and submitted a support request, however we have not yet received a response to our ticket.

The licence has not been actively used for approximately six months, and our accounts team is currently seeking a review of the renewal and refund request.

We understand that auto-renewal terms apply, however we are hoping the billing team may be able to review our circumstances as a goodwill request given:

  • The renewal was only recently processed.
  • The licence has not been used for an extended period.
  • We contacted support promptly after becoming aware of the charge.
  • We are attempting to resolve the matter directly with Chaos before pursuing any other options.

If a member of the support or billing team could please review the ticket or provide an update, it would be greatly appreciated.

Thank you for your time and assistance.

2

What’s your ticket ID, so I can ping my colleagues?

3

Hello Aleksander

Ticket ID : 507434
Appreciate your help !

4

You should have received an automated reply to your ticket to confirm whether your subscription is eligible for a refund.

5

Hi Aleksandar,

Please see attached where a refund has been confirmed by Chaos team. Let me know when processed and please send remittance.

(attachments)
6

As I said, check the automated e-mail you got. It should look something like this:

Eligible refunds can usually be processed automatically from your Chaos account.

Go to Billing → Invoices and select the Request a refund option available in the toggle button next to the respective invoice.

The Sales team informed me that if the option is not available, then you are not eligible for a refund.

7

Hi Aleksandar.

Appreciate your help. Refund has been made.
Have a great day.