V-Ray annual renewal – refund requested one day after renewal, subscription unused

Licensing General
1

Hi Chaos team,

I’m hoping someone from Chaos/Sales Support can take a look at my case.

My V-Ray annual subscription (FB0AD443C0) unexpectedly renewed on September 5, 2026 for €855.23 (invoice INV12184934). I discovered the renewal and cancelled the subscription on September 6, just one day later.

The subscription has not been used at all since the renewal.

I had already moved from V-Ray to Enscape in June, and I remain an active Chaos customer through my Enscape subscription. I’ve also been a continuously paying Chaos customer for approximately four years.

I contacted support immediately and asked for the renewal to be cancelled and refunded. I understand that Chaos’s standard policy is that subscription renewals are non-refundable, and support has explained that policy to me.

I’m not disputing the policy. I’m simply asking whether this could be considered for a one-time goodwill exception, given the circumstances:

  • The renewal was unintended.
  • I cancelled the subscription only one day after renewal.
  • V-Ray has not been used since the renewal.
  • I had already moved to Enscape several months earlier.
  • I continue to be a paying Chaos customer.
  • I’ve had approximately four years of continuous paid history with Chaos.

I’m therefore hoping someone with authority to make a goodwill exception could review the ticket rather than applying the standard policy automatically.

A full refund of the €855.23 would obviously be my preferred resolution. If that isn’t possible, I’d also be happy to accept the amount as credit toward my existing Enscape subscription.

My support ticket contains the full details and invoice information. I’m happy to provide the ticket number privately if a Chaos representative can take a look.

Thanks in advance for any help or for pointing me toward someone who can review this.

Kind regards,
Jose

2

What’s your ticket ID so I can tell my colleagues to prioritize it?

3

Thanks so much for your help - this was already resolved via the support site, so all sorted now!

4

I had something like this last year for corona, as I have stopped using it and only use Vray.

I had it set up as auto renewal, but as soon as I got the invoice I cancelled it and opened a ticket.

It was cancelled for me but I was charge €2.50…for some strange reason.

Very odd.