Product Policies


Return Policy

Updated May 15, 2015

All CounterSketch purchases are eligible for a full refund within 60 days of purchase. After 60 days and up to one year, each CounterSketch license is eligible for a partial refund, the purchase price less a 15% restocking fee.

Training fees are not eligible for a refund. Any hands-on training credits that have been expended are valued at the cost of $695.00 for the first person and $295.00 for each additional person.

CounterSketch owners may transfer their ownership. See policy below.

Upgrade and Support Subscription Policy

Updated March 19, 2018

Current Price: $295 per year, per location. A customer may purchase a CounterSketch Upgrade and Support Subscription at any time after the subscription expires, however, a $100 reinstatement fee will be charged if there is a lapse in the subscription of more than 30 days.

Customer Eligibility: CounterSketch software owners can purchase an annual subscription immediately on or slightly before the date their original purchase warranty expires.

Coverage Type: CounterSketch Annual Upgrade and Support Subscription includes:

  • CounterSketch application updates (ALL RHINO or RELATED software upgrades are NOT included as upgrades and are the sole responsibility of the PURCHASER)
  • CounterSketch Library updates
  • CounterSketch Freehand Library updates
  • Technical support (phone, email, and live chat)
  • Marketing materials
  • Forum Membershp


Standard Upgrade Policy

Pricing Effective September 1, 2018

Gemvision is making changes to our Upgrade Policy. To make this transition easier, we are offering discounted pricing to upgrade to Matrix Version 9 for all Matrix users that are currently on version 8 or prior. This promotion will continue through August 31, 2018. After that date, the new Matrix upgrade policy will go into effect.

This means that after August 31, 2018, upgrading from versions prior to Matrix 8 will be more expensive. This will align our upgrade policy with our current support policy—Gemvision provides support only for the current version and one prior.

Please see the below notes for details related to this promotion.

  • Users will continue to have access to any version of Matrix that they have purchased, even if they have fallen behind on the “one version back” threshold. They will lose only their access to the discounted upgrade path, not the functionality of their current software.
  • As we currently provide support for our newest version and one version prior, older versions may be at risk of no key replacements. Going forward, Gemvision cannot guarantee the availability of physical keys for older versions of Matrix, and therefore lost or damaged keys may become irreplaceable.

Visit to upgrade.

Contractual (Free) Upgrade Policy

Updated August 1, 2010

Prior to Version 7, Gemvision offered one free major Matrix software upgrade with each Matrix software purchase along with any patches and/or minor improvements that may be necessary. (Gemvision reserves the right to determine what qualifies as a "major upgrade") After Gemvision supplies one free upgrade, there will be subsequent software upgrades with pricing to be set by Gemvision at the time of release. ALL RHINO or RELATED software upgrades are the sole responsibility of the PURCHASER and are NOT included as free upgrades in ANY case from Gemvision. All Matrix V7 dongle(s)/license(s) require their own Rhino license(s).

Second-Hand Purchase Upgrade Policy

Updated May 15, 2014

Upgrade pricing for first time Gemvision customers who own keys purchased from the secondary market is as follows. For second hand/party dongle(s)/license(s) purchasers (those Matrix users who have purchased Matrix from someone other than Gemvision or a Gemvision Authorized Dealer) we have a discounted "New Customer" upgrade price when purchasing a Matrix upgrade from Gemvision for the first time. Upon exchange of the previous Matrix version dongle(s)/license(s), Gemvision will offer the second party Matrix users an upgrade price of $3,795.00 plus shipping for the current Matrix version. This cost does NOT include Rhino 5.0 upgrade which must be purchased for the additional price of $495.00 (or NEW full version price Rhino 5.0, $995.) With this purchase, the customer is then entitled to continue on the regularly scheduled Matrix upgrade plan and will also have full access to our user's group online forum.

Trade-In of previous version second-hand dongle pricing:
  • Matrix - $3,795.00 + shipping
  • Previous version Dongle(s)/License(s) received and verified Credit
  • One Year Technical Support - $445.00 **
  • Cost of Rhino - $995.00 (If needed)
  • Training per person $1,600.00 (cost per person for the first two people)
  • Training each additional person $795.00 (third + person each)
Without a previous version dongle(s)/license(s) trade-in, only full Matrix version license will be sold:
  • New Customer Price of Matrix, $7,200.00

*NOTE: All prices and terms are subject to change without notice.

** Technical Support is not applicable until the current version of Matrix has been purchased at which time one year of technical support will be available for $445 per year.

Purple Dongle Discontinuation Policy

Updated November 24, 2008

Gemvision no longer has available for replacement purchase purple dongle software keys (also known as Sentinel Key or Rainbow Key.) These Matrix version 5.3 and below keys have been discontinued and are not available. If you have a damaged key you will be required to upgrade to our current software version, Matrix 7. This may require an upgrade purchase each for Matrix and Rhino 4.0.

White Dongle Discontinuation Policy

Updated March 12, 2012

Gemvision no longer has available for replacement purchase white V6 dongle software keys. These Matrix version 6.0/6.3 keys have been discontinued and are not available. If you have a damaged key you will be required to upgrade to our current software version, Matrix 7. This may require an upgrade purchase each for Matrix and Rhino 4.0.

2nd Software Key Purchase Policy

Updated October 15, 2010

Matrix 2nd Software Key Purchases (additional licenses) are sold with Rhinoceros only. Per McNeel, every Matrix key must have its own Rhino license and the use of one Rhino license with multiple Matrix keys is not allowed. Additional licenses of Matrix are NOT available without the purchase of an additional licensed copy of Rhinoceros. Gemvision and McNeel & Associates requires that each additional license of Matrix or Matrix Upgrade also includes an additional license of Rhinoceros.

Lost/Stolen/Damaged Dongle (Key) Policy

Updated October 1, 2013

Matrix software dongles/keys should be insured against loss, theft, or damage. The replacement of lost or stolen V1-V6 keys will be charged at full additional (2nd) key price by Gemvision Corporation without exception. The replacement of damaged V1-V6 keys will be charged at $250 upon return of the damaged key to Gemvision Corporation. The replacement of lost, stolen, or damaged V7 keys will be charged at $250 as long as the key number is known. Without a known key number or the return of the damaged V7 key, the cost is charged at full additional (2nd) key price by Gemvision Corporation without exception. Prices subject to change without notice.

Secondary Software Purchase

Updated June 21, 2007

Effective immediately we require the trade-in of the purple dongle in order for second party key purchasers to have a discounted “New Customer” price. Transfer of Ownership letter for second party DG key purchasers is no longer required or accepted. The dongle will be verified as a legitimate DG key and customer will be given trade- in credit for it.

If a person has purchased Digital Goldsmith (DG 4) from the secondary market, the following pricing (with dongle or without) will be in effect if they choose to purchase the upgrade to the current version, DG 5 Pro:

Trade-In of Purple Dongle Pricing:
  • Upgrade Cost to DG 5 Pro - $995.00 + Shipping
  • Purple Dongle received and verified Credit
  • One Year of Technical Support - $445.00
  • Training per person $795.00
NO Purple Dongle Trade:
  • New Customer Price of DG 5 Pro, $1,495.00

Digital Goldsmith 5 Standard Customers Upgrading to DG Design Studio System Requirement Change

Updated November 24, 2008

DG Design Studio is required to run on Windows 2000 Operating System (OS) Service Pack 6 and above (Windows XP and Vista). DG Design Studio will not run on Windows 98. This may require hardware upgrades to accommodate the system requirements. Please note that capture cards in Windows Vista are not guaranteed to operate. DG 5 Standard’s system requirements remain the same with the ability to operate on Windows 98 Operating System through Windows XP Operating System.

Training Cancellation Policy

Updated November 24, 2008

In order to maximize the effectiveness of our training classes, Gemvision limits the number of attendees per class. Registrants who have been confirmed for a specific training class may reschedule or cancel their class reservations without penalty up to five (5) days prior to the scheduled class start date either by calling 800.357.6272 or by emailing Any scheduled training class that is cancelled after the five (5) day deadline will be subject to a $250.00 cancellation fee. Any non-paid, no-shows that have registered for a training class by phone, mail, email or fax will be billed at the full training cost.

Gemvision reserves the right to cancel or reschedule any training class upon a ten (10) day business notice to all confirmed registrants. Registrants may then reschedule into an upcoming training class or cancel the registration without penalty. The client understands and agrees that Gemvision shall not, in any way, be held responsible for any cost, including airfare, transportation cost, hotel expenses or other cost that the client may suffer in the event that Gemvision cancels or reschedules a class.

Technical Support Policy

Updated March 1, 2015

Gemvision’s support hours are Monday – Friday from 8:30 am to 5:30 pm CST. All inquiries will be answered within 24 to 72 hours.

Gemvision cannot guarantee that any of our software products will work on operating systems or computing platforms outside of those specified at the time of purchase.

Gemvision supports the current version and one previous major release. A major release is numbered by increasing the first part of the version number, e.g. 7 or 7.5 to 8. Minor releases are numbered by increasing the second part of the version number, e.g. 7 to 7.5.

For example, if the current release is Matrix 8.x, we will support that version as well as Matrix 7.0 or 7.5 as those are considered the Matrix 7 major release. Older versions of the software are no longer supported.

We reserve the right to share support videos with other users for training purposes. If the model you send in for support is sensitive in nature, please let us know via email that you do not want us to share that video.

Transfer of Ownership Policy

Updated October 1, 2013

In order for Gemvision to transfer ownership of a Gemvision product from one company to another, we will need the following information submitted to us on the selling company’s letterhead.

  • Date of sale
  • Purchaser’s name
  • Purchaser’s company name
  • Purchaser’s company address
  • Purchaser’s company phone
  • Purchaser’s company email
  • Description of the products that were included in the sale (transfer) as well as their serial and/or license numbers

Please note there may be fees associated with the transfer.