Refund policy
Return and Refund Policy
Last updated: October 15, 2026
This policy applies to digital software products and activation licences purchased from Keysolvia. Digital products do not require a physical return.
Installation and activation support
If you have difficulty installing or activating your product, contact us at contact@keysolvia.com or through our published WhatsApp contact. We will guide you through installation and activation.
Please provide your order number, product name, and a description of the issue. Include the exact error message or a screenshot where possible. Conceal passwords, payment information, and full activation keys in screenshots.
Verification before replacement or refund
Replacement and refund requests are reviewed before approval; they are not automatic. We may ask you to follow reasonable troubleshooting steps and verify the key’s activation status using available records and supplier checks.
If reliable evidence establishes that the key was successfully activated by you and the claim that it never worked is false, we may decline that claim and explain the reason. A key being marked as “used” alone does not establish that you activated it.
Successful initial activation does not exclude a genuine later defect or another valid claim. Verification does not limit your statutory rights.
Faulty or invalid activation keys
If the supplied key is confirmed to be faulty, invalid, or unusable for the product and licence conditions purchased, you may choose a replacement at no additional cost or a full refund of the amount paid for the affected product.
If you choose a replacement and it also fails to resolve the confirmed issue, we will refund the amount paid for the affected product. You do not have to accept a different product instead.
Missing or incorrect products
If your purchase has not arrived within the delivery timeframe stated when you ordered, contact us with your order number. We will investigate and arrange delivery or a refund where the order cannot be fulfilled.
If you receive a different product or edition from the one ordered, contact us so we can correct the order at no additional cost or provide an appropriate refund.
Cancellations and purchases made by mistake
If you ordered the wrong product or wish to cancel, contact us as soon as possible. We will review the fulfilment and activation status of the order and any cancellation rights that apply.
Digital delivery or activation does not automatically remove all refund rights. Any restriction on cancellation applies only where permitted by applicable law and where required information, consent, and acknowledgement have been provided.
A working product that matches its description is not treated as defective solely because the wrong edition was selected or a clearly disclosed system requirement was not met. This does not affect statutory rights.
Refund payments
Approved refunds are issued to the original payment method wherever possible. We will confirm when the refund has been initiated. The time for funds to appear depends on your bank or payment provider, subject to applicable legal deadlines.
If a confirmed refund has not arrived, contact us so we can check its status.
Your consumer rights
Nothing in this policy excludes or limits mandatory consumer rights, including applicable rights concerning cancellation, non-delivery, faulty products, or products that do not match their description.
Contact us
For support, replacement, cancellation, or refund requests, email contact@keysolvia.com and include your order number.