Manage Hitfilm

Cancel HitFilm in south africa: your complete guide after the january 2025 shutdown

What is HitFilm and why creators are cancelling

HitFilm is a video editing and visual effects software suite built by FXhome, designed for filmmakers and content creators who need professional-grade 2D/3D compositing, editing and visual effects tools in one package.

On 15 January 2025, Artlist and FXhome announced the official discontinuation of HitFilm and all FXhome applications. This shutdown has sparked widespread cancellations among South African creators who relied on the software for paid subscription services.

At Stopee, we've helped thousands of South African consumers navigate software cancellations, and we know how frustrating it is when a tool you depend on suddenly vanishes. The good news: understanding your rights and the new cancellation rules will put you back in control.

Current status and what changed on 15 january 2025

Existing HitFilm software continues to run on your computer, but FXhome will provide no further updates, security patches or official support. Most subscriptions were automatically converted to non-renewing plans, which means you may no longer need to take active cancellation steps to stop future charges.

However, some users still report active renewals or unexpected charges. If you're in this situation, Stopee recommends confirming your account status immediately and contacting support if you see billing activity.

Who should cancel and why

You should cancel if you're paying for HitFilm and no longer want to use it, or if your subscription automatically renewed after the shutdown. You should also cancel if you signed up before 15 January 2025 and have not yet confirmed whether your plan converted to a non-renewing status.

Your consumer rights in south africa

The South African Consumer Protection Act (CPA) and common law give you specific rights when cancelling digital subscriptions and software services.

Cancellation rights and the 14-day rule

FXhome's terms allow you to request a full refund if you cancel within 14 calendar days of accepting the order. This is your statutory cancellation period, and it applies regardless of whether you're satisfied with the service.

You must submit your cancellation request in writing within this window. After 14 days, refunds are no longer automatic under the cancellation rule, but other consumer protections may still apply.

Defective product and technical failure claims

If HitFilm fails to perform as described, crashes repeatedly or does not deliver its core functions, you may have grounds for a refund or replacement under the CPA's defects clause, even outside the 14-day window.

To pursue this, you must gather evidence: screenshots of error messages, crash logs, correspondence with support, and a clear description of what went wrong. Keep all documentation organized.

Escalation to the national consumer commission

If FXhome refuses your refund request or ignores your cancellation, you can escalate to the National Consumer Commission (NCC) at complaints@nconsumer.org.za. The NCC investigates complaints about unfair contract terms and non-compliance with the CPA.

Stopee advises you to provide the NCC with copies of all correspondence, your cancellation proof, and the specific refund or cancellation you're requesting. Response times typically range from 4 to 8 weeks.

How to cancel your HitFilm subscription

Your cancellation method depends on when you purchased and whether your subscription has already converted to a non-renewing plan.

Check your account status first

Before you cancel, log into your HitFilm account and check your subscription status and renewal date. Look for any notification about the conversion to non-renewing plans. If you see no upcoming renewal or billing date, your plan may have already stopped renewing automatically.

If you're unsure, take a screenshot of your account page. This becomes your proof if you later need to dispute a charge.

Cancellation process (post-15 january 2025)

1. Log into your HitFilm account on the official website.
   • Go to your account settings or subscription management page.
   • Look for "Subscription", "Billing" or "My Plan" sections.
2. Confirm whether your subscription is still active or has converted to a non-renewing free plan.
   • If it shows "no renewal date" or "free version", your conversion is complete and no further action is needed.
   • If it still shows an active renewal date, proceed to step 3.
3. Submit a written cancellation request to FXhome Customer Support.
   • Use the official support contact form on the FXhome website or email support address.
   • Write clearly: "Please cancel my HitFilm subscription effective immediately and do not renew."
   • Include your account email address, subscription type (Creator or Pro) and the date you want cancellation to take effect.
4. Document your submission.
   • Save the support ticket number, confirmation email, or a screenshot of the submitted form.
   • Note the date and time you submitted the request.
5. Wait for confirmation from FXhome.
   • FXhome should respond within 5 to 7 business days confirming your cancellation and final billing date.
   • If you don't hear back within 10 business days, follow up with a second request referencing your original ticket number.
6. Verify the cancellation on your next billing cycle.
   • Check your account one week after your stated renewal date to confirm no charge has been applied.
   • Check your bank or credit card statement for any unexpected HitFilm transactions.

If you paid before the shutdown (early cancellation)

If you purchased a HitFilm subscription before 15 January 2025 and want to cancel within 14 days of purchase, you are entitled to a full refund under FXhome's cancellation policy.

1. Calculate your 14-day window from the order acceptance date (usually the date you received a confirmation email or the charge appeared on your statement).
2. Draft a cancellation request that includes: your order date, account email, and the phrase "I wish to cancel within the statutory cancellation period and request a full refund."
3. Send this request to FXhome support via email or their contact form.
4. Retain proof of submission with the date and ticket number.
5. FXhome will process the refund to your original payment method within 14 calendar days of accepting your request.

What happens after you cancel

Cancelling HitFilm does not mean instant loss of access; understanding the transition helps you plan your workflow.

Your access during and after the paid period

If you cancel before your next renewal date, your paid subscription remains active until the end of the current billing period. You retain full access to all paid features (Creator or Pro tools) until that date arrives.

Once the paid period ends, your account automatically reverts to the free HitFilm Creator tier. You lose access to premium features such as unlimited 4K exports, Imerge Pro, Mocha HitFilm and BorisFX 3D Objects, depending on which plan you held.

Your files, projects and cloud data

All your local project files and exported media remain safely on your computer. Cancelling a subscription does not delete files stored locally on your hard drive or external storage.

However, any settings, presets or media stored in FXhome's cloud services may be lost once your paid subscription ends. Stopee strongly recommends exporting and backing up everything to your computer before your paid period expires.

Log into your account, download your projects, export your custom settings and save any cloud-hosted files to a secure local folder.

Refunds and what you're entitled to

Understanding your refund entitlements removes confusion and strengthens your position if a dispute arises.

The 14-day cancellation period refund

FXhome's terms grant you the right to a full refund if you cancel within 14 calendar days of accepting your order. "Acceptance" typically means the date you received a confirmation email or the transaction posted to your bank account.

Refunds are credited to your original payment method within 14 calendar days after FXhome accepts your refund request. If you paid by credit card, the reversal may take a further 1 to 3 business days to appear on your statement, depending on your bank.

Refunds for technical faults and defects

If HitFilm did not work as described, crashed frequently, or failed to deliver core features promised at purchase, you may qualify for a refund under South Africa's consumer protection laws, even outside the 14-day window.

FXhome evaluates these claims on a case-by-case basis. To succeed, provide clear evidence: error messages, crash logs, screenshots and a timeline of when the problems began.

What is not refundable

Free-plan users are not entitled to refunds because they have not paid. Subscriptions that have been in use beyond the 14-day cancellation period and have not failed are not refundable under the cancellation rule alone. Once the shutdown was announced on 15 January 2025, FXhome converted most subscriptions to non-renewing plans automatically, so ongoing billing claims became limited.

HitFilm pricing and plan comparison

Understanding the cost structure helps you verify you're being billed correctly and decide whether to switch tools.

Pricing table (South african rand, approximate conversions)

Pricing shown is approximate based on USD/EUR conversion rates at time of sourcing (approximately 1 USD = 17 ZAR). Local reseller listings and promotional offers may differ. Always verify current ZAR pricing on the official FXhome website or your invoice before disputing a charge.

Common cancellation mistakes to avoid

Many creators lose time and money because they make simple errors in the cancellation process. Being aware of these traps puts you ahead.

Mistake 1: assuming the automatic conversion means you don't need to act

While FXhome converted most subscriptions to non-renewing plans on 15 January 2025, not every user's plan converted correctly. Some accounts still show active renewal dates or continue to charge.

What to do: Log in and verify your account status personally. Do not assume conversion happened to you. Take a screenshot as proof. If you see an active renewal, submit a cancellation request immediately.

Mistake 2: cancelling through the wrong channel

Some users try to cancel by simply stopping their card payments or disputing charges with their bank. This creates a mess: your account remains active on FXhome's records, and you may face collection action or account suspension.

What to do: Always cancel directly with FXhome support using their official contact form or email. This creates a documented trail that protects you.

Mistake 3: not keeping cancellation proof

If FXhome later claims they never received your cancellation and charges you again, you have no evidence to dispute it. This is especially important given the post-shutdown confusion.

What to do: Save every email, support ticket number, screenshot and confirmation. File them in a folder labeled "HitFilm Cancellation" with dates. Stopee recommends keeping these records for at least 12 months after cancellation.

Mistake 4: not checking the 14-day cancellation deadline

You have 14 calendar days from order acceptance to claim a refund. After that, refunds become difficult to obtain unless you prove a defect.

What to do: Mark your order date in your calendar. If you want a refund, submit your cancellation request by day 14. If you're past day 14, gather technical evidence (error logs, support tickets about bugs) and submit a defect claim instead.

Checklist before you cancel

Use this checklist to ensure you're ready and won't lose work or forget important steps.

• Take a screenshot of your current account status, including subscription type, renewal date and any balance.
• Export and back up all HitFilm project files to your computer or external hard drive.
• Download and save any custom presets, effects or templates you created.
• Export or download any media or projects stored in FXhome's cloud services.
• Note your order date and the current date to calculate whether you're within the 14-day cancellation period.
• If cancelling for a technical fault, gather evidence: error messages, crash logs, dates and descriptions of failures.
• Draft your cancellation message: "Please cancel my HitFilm [Creator/Pro] subscription effective [date] and do not renew."
• Locate FXhome's official support contact form or email address on their website.
• Submit your cancellation request and save the confirmation email and support ticket number.
• Set a reminder to check your account and bank statement one week after your renewal date to confirm the charge did not post.
• Create a folder on your computer labeled "HitFilm Cancellation" and store all documentation, screenshots and correspondence there.

How stopee can help you cancel with confidence

Cancelling a software subscription-especially one that's been discontinued-can feel overwhelming. You're worried about losing access, missing the refund deadline, or finding yourself unexpectedly charged.

Stopee exists to remove that worry. At Stopee, we're subscription cancellation specialists who know every step, every deadline and every consumer protection rule in South Africa. We've helped thousands of consumers cancel HitFilm, Artlist subscriptions and dozens of other digital services without losing money or leaving loose ends.

When you use Stopee, you get a clear, step-by-step cancellation path tailored to your situation-whether you're within the 14-day refund window, pursuing a defect claim, or simply verifying that your automatic conversion happened correctly.

Visit Stopee.com today and search for your service. Our guides are free, transparent and based on real consumer law and FXhome's actual terms. Stopee has helped thousands of creators and everyday users cancel with proof, on schedule and without regret.

Contact details and where to send your cancellation

To cancel HitFilm, contact FXhome using the official channels below.

FXhome ltd contact information

Official business address:

FXhome Ltd
Unit 2, Vortex Innovation Centre
Theobald Street
Borehamwood
Hertfordshire WD6 4PJ
United Kingdom

Preferred cancellation method: Contact FXhome support via the official support form on their website (fxhome.com) or by email to their support address. Sending your cancellation request electronically creates a timestamped record and is faster than postal mail.

Include in your cancellation email:

• Your account email address
• Your subscription plan type (Creator or Pro)
• Your order or account number (if available)
• The date you want the cancellation to take effect
• A clear statement: "Please cancel my HitFilm subscription and do not renew"

If FXhome does not respond within 10 business days or refuses your cancellation without valid reason, escalate your complaint to the National Consumer Commission at complaints@nconsumer.org.za, providing copies of all your correspondence.

Stopee remains your trusted resource throughout this process. Our guides, templates and escalation pathways are designed to keep you in control. Visit Stopee.com, find HitFilm, and access everything you need to cancel with confidence and protect your money.