Returns & Refund Policy

01 Scope of This Policy

This Returns & Refund Policy applies to purchases made from KeyRiva.com and should be read together with our Terms of Use & Conditions, Privacy Policy, applicable product description and any product-specific warranty or replacement terms.

Because KeyRiva sells primarily digital software products, the rules for a digital license, subscription or account-based entitlement may differ from the rules applicable to a physical box pack or shipped item.

02 Nature of Digital Products

Digital products may include software license keys, activation codes, subscriptions, account-based products, downloadable products, digital entitlements, license files, activation instructions and similar electronically supplied products.

Unlike a physical item, a digital product may be copied, recorded, redeemed, activated, assigned or otherwise consumed immediately after being disclosed to the customer.

As a result, a delivered digital product cannot ordinarily be returned to KeyRiva in an unused physical condition.

03 When Digital Delivery Is Considered Complete

Subject to applicable law and the specific nature of the product, delivery may be considered completed when the purchased digital product or access information has been successfully:

• sent to the email address provided with the order;
• sent through WhatsApp where that delivery method is used;
• displayed on an order or Thank You page;
• made available inside the customer's KeyRiva account;
• assigned or activated through a relevant software account;
• provided through a download or activation portal; or
• otherwise made accessible using the delivery method stated for the product.

A customer's failure to open an email or view already-available delivery information does not necessarily mean that delivery has not occurred.

04 No Change-of-Mind Refund After Digital Delivery

Once a digital product has been successfully delivered or made available, KeyRiva does not provide a refund merely because the customer changes their mind, no longer needs the product, purchased elsewhere, found another price or decides not to use the product.

This condition exists because delivery can disclose information capable of immediate activation or use and the product cannot reliably be returned to an undisclosed and unused state.

This section does not remove any remedy that KeyRiva is legally required to provide for a product that is genuinely defective, materially misdescribed or otherwise subject to mandatory consumer protection.

05 Cancellation Before Delivery

If an order has not yet been delivered, disclosed, assigned, activated or otherwise entered into fulfilment, a customer may contact KeyRiva and request cancellation.

Cancellation is not guaranteed because many digital orders are processed automatically or very quickly after payment.

If the order has already entered irreversible fulfilment or the digital product has already been sent or assigned before the cancellation request is processed, the order will ordinarily be treated as delivered.

06 Defective or Non-Working Digital Products

If a digital license or product supplied by KeyRiva does not function as intended, contact our support team before purchasing another license or opening a payment dispute.

KeyRiva may investigate whether the issue results from:

• an invalid or unusable license;
• an activation-server response;
• incorrect software edition;
• incorrect installation;
• device or operating-system incompatibility;
• previous activation or redemption;
• customer-side system configuration;
• publisher-side temporary issues; or
• another technical reason.

A product will not automatically be treated as defective merely because activation was unsuccessful on the first attempt.

07 Replacement-First Resolution

For an eligible and verified defective digital product, KeyRiva's normal first remedy is to attempt troubleshooting and, where appropriate, provide a replacement product or replacement license.

Where a replacement is available and reasonably resolves the same purchased product requirement, the customer should cooperate with the replacement process.

A refund is not automatically due merely because a customer prefers a refund instead of a working replacement, except where applicable law requires otherwise.

08 Exchange for Selected Products

Certain specifically selected KeyRiva products may be eligible for an exchange instead of a monetary refund.

Exchange eligibility is determined by the particular product, its license type, whether the original entitlement has been activated or consumed, available inventory, supplier conditions and the circumstances of the request.

An exchange may involve:

• replacement with another license of the same product;
• replacement with the correct edition or version where approved;
• an alternative product of equivalent or comparable value;
• upgrade to a higher-value product after payment of the difference; or
• another solution specifically approved by KeyRiva.

09 Conditions for an Approved Exchange

Where exchange is offered, KeyRiva may require that:

• the product qualifies for exchange;
• the request is made promptly;
• the customer provides the original order number;
• reasonable technical evidence is supplied where relevant;
• the original product has not been misused;
• the issue is verified by KeyRiva;
• the requested replacement or alternative is available;
• any applicable price difference is paid; and
• the exchange does not conflict with publisher or licensing restrictions.

Approval remains product-specific and should not be assumed merely because KeyRiva approved an exchange on another order.

10 Situations Normally Not Eligible for Exchange

Except where required by law or expressly approved by KeyRiva, exchange may be refused where:

• the original product has already been successfully activated;
• the subscription or entitlement has already been assigned;
• credentials or license information have been disclosed and consumed;
• the request is simply a change of preference;
• the customer purchased an incorrect product despite clear listing information;
• the customer has exceeded an applicable activation/device limit;
• the product was used contrary to its license terms;
• the request appears fraudulent or abusive; or
• the relevant product is expressly marked non-exchangeable.

11 Incorrect Product Ordered by the Customer

Customers are responsible for checking the product name, edition, version, license type, operating system, device count and validity before purchase.

Purchasing Windows when another edition was required, purchasing a Windows license for a Mac-only requirement, purchasing an incorrect Office edition or otherwise choosing an unsuitable product does not by itself make the supplied product defective.

If the product has not yet been delivered, contact us immediately and we may be able to change or cancel the order.

After delivery, there is no automatic refund for an incorrect selection. However, if that particular product qualifies for our selected-product exchange program, KeyRiva may offer an exchange at its discretion, subject to this Policy and applicable law.

12 Software Compatibility

The customer should verify software and system compatibility before purchase.

Refunds are not ordinarily available solely because the customer's computer, operating system, hardware, software configuration or other local environment is incompatible with an otherwise correctly supplied product where compatibility requirements were accurately disclosed.

KeyRiva support may assist with reasonable troubleshooting where available.

13 Activated, Redeemed or Used Products

A product that has been successfully activated, redeemed, bound, registered, assigned or consumed will ordinarily be considered used.

Used digital entitlements are generally not eligible for voluntary returns or change-of-mind refunds because KeyRiva cannot reliably restore them to their original undisclosed condition.

14 Account-Based Products

Some products may be delivered by providing or assigning account-based access.

Once an account or subscription entitlement has been created, assigned or supplied, it is generally non-refundable for change of mind.

Customers must follow any password-change, security and usage instructions supplied with the product.

Loss of access caused by unauthorized sharing, violation of applicable usage rules or customer modification of critical account settings may not qualify as a product defect.

15 Subscriptions & Fixed-Term Products

A subscription supplied for a stated period is considered fulfilled according to that disclosed validity period.

Expiry of a correctly supplied subscription at the end of its stated validity does not create refund eligibility.

A customer should verify the stated duration before purchase.

16 OEM & Device-Bound Licenses

OEM and device-bound licenses may become permanently associated with the first activated device according to applicable product terms.

A subsequent hardware replacement, motherboard change or attempt to transfer a device-bound license to another computer does not necessarily mean that the original license was defective.

No refund is ordinarily available where a correctly supplied OEM or device-bound license ceases to activate solely because the customer attempts a transfer that the applicable license does not permit.

17 Duplicate Orders

If the same customer accidentally places a genuine duplicate order for the same product, contact us promptly.

Where the duplicate product has not yet been delivered or consumed, KeyRiva may cancel and refund the duplicate order after verification.

If both products have already been delivered, disclosed or activated, the request will be assessed according to the specific circumstances, product status and applicable law.

18 Duplicate Payments or Payment Errors

If the payment system charges the customer more than once for the same single order but KeyRiva receives multiple payments, we will investigate the transaction.

A verified excess or duplicate payment may be returned through an appropriate payment method after payment reconciliation.

A temporary bank debit that was not actually settled to KeyRiva may instead need to be reversed by the bank or payment provider.

19 Wrong Product Delivered by KeyRiva

If KeyRiva materially delivers a different product from the one shown in the confirmed order, contact us promptly and do not activate or use the incorrect product where reasonably possible.

After verification, KeyRiva may provide the correct product, replace the incorrect delivery or provide another remedy appropriate to the circumstances and applicable law.

A customer should not intentionally activate a known incorrectly delivered product and then seek to retain both products.

20 Physical, Box-Pack & Shipped Products

Where KeyRiva specifically sells a physical box pack, DVD package, license card or another shipped item, return conditions may differ from digital products.

A physical-product return or replacement may depend on:

• whether the package has been opened;
• whether a license or activation code has been exposed;
• whether the item is damaged or defective;
• whether an incorrect item was delivered;
• publisher/manufacturer return conditions;
• shipping status; and
• applicable consumer law.

Where a physical package includes a visible or redeemable digital code, opening or revealing that code may substantially affect voluntary return eligibility.

21 Evidence Required for a Defective Product Claim

To investigate a digital-license problem, KeyRiva may request reasonable evidence relevant to the issue.

This may include:

• order number;
• email address used for purchase;
• screenshot of the activation error;
• exact error message or error code;
• software edition and version;
• operating-system information;
• activation or installation status;
• publisher or activation-server response where relevant; or
• other reasonable technical information necessary to verify the claim.

Customers should not send banking passwords, OTPs, complete card details or unrelated sensitive information.

22 Troubleshooting Before Replacement

Some activation failures are caused by installation or configuration issues rather than the license itself.

Before approving a replacement, KeyRiva may ask the customer to complete reasonable troubleshooting steps, which can include confirming the correct software edition, reinstalling the appropriate software, reviewing an activation error or following official activation steps.

A customer requesting a remedy should reasonably cooperate with necessary diagnostic steps.

23 Publisher or Activation-System Verification

Where relevant to a particular product, KeyRiva may use available publisher, supplier or activation-system information to determine whether a license is invalid, already used, incorrectly applied or otherwise affected by a technical issue.

Availability of such verification depends on the relevant software publisher and product type.

24 When to Report a Problem

Customers should report suspected invalid, incorrect or defective products as soon as reasonably possible after delivery.

Any specific warranty or replacement period displayed on the product page, order information or warranty terms will apply to that product.

Delaying a report can make it harder to verify activation history, delivery status or the original cause of the problem.

25 When a Monetary Refund May Be Approved

Although delivered digital products are generally non-refundable, KeyRiva may approve a monetary refund where appropriate, including situations such as:

• a paid order is cancelled by KeyRiva before fulfilment;
• a verified duplicate payment has been received;
• a genuine duplicate order is cancelled before the relevant product is delivered;
• KeyRiva is unable to fulfil a paid order;
• a remedy legally required under applicable consumer law calls for a refund; or
• KeyRiva expressly approves a refund after reviewing exceptional circumstances.

Approval of an exceptional refund does not create a general entitlement to the same result for unrelated orders.

26 Refund Processing

Once a monetary refund has been formally approved, KeyRiva will initiate the refund using an appropriate available payment route.

Where technically possible, refunds may be returned to the original payment method.

Processing time after initiation can vary depending on the bank, payment gateway, UPI provider, card network or other payment service involved.

The time required for a financial institution to post the credit to a customer account is outside KeyRiva's direct control.

27 Payment Gateway & Bank Delays

A refund status shown as processed by KeyRiva does not necessarily mean the amount will appear instantly in the customer's bank account.

Customers should allow the payment institution's normal settlement period.

Where a reasonable period has passed, KeyRiva may provide available transaction information to assist the customer in following up with the relevant payment provider.

28 Fraudulent or Abusive Claims

KeyRiva reserves the right to investigate suspected abuse of refund, replacement and exchange facilities.

Examples include:

• falsely claiming that a delivered product was not received;
• submitting manipulated activation screenshots;
• attempting to retain a working license after receiving a replacement;
• repeatedly seeking replacements after misuse;
• reselling or sharing a product and later claiming it was defective;
• using false identities or multiple accounts to bypass restrictions; or
• knowingly providing misleading information during a claim.

Where fraud or abuse is reasonably established, KeyRiva may deny a voluntary remedy, restrict an account and take other lawful steps.

29 Chargebacks & Payment Disputes

Customers are encouraged to contact KeyRiva first regarding genuine delivery or product issues so that the matter can be investigated.

Filing a knowingly false chargeback after receiving and using a valid product may constitute payment abuse.

KeyRiva may provide the payment provider with relevant order, delivery, communication and activation information when responding to a payment dispute.

Nothing in this section prevents a customer from exercising a legitimate right to raise a genuine dispute with their payment provider.

30 Reseller, Wholesale & Bulk Orders

Reseller and bulk orders may be subject to product-specific commercial terms because quantities, pricing and delivery arrangements can differ from ordinary retail purchases.

Unless expressly agreed otherwise, delivered and usable digital licenses supplied to a reseller are not returnable merely because the reseller did not subsequently sell them to its own customer.

Resellers are responsible for checking requirements before placing bulk orders.

Verified defective licenses remain subject to applicable warranty, replacement and legal obligations.

31 Third-Party Publisher Changes

Software publishers independently control their software, activation infrastructure, account systems, product lifecycle, features and technical requirements.

A future publisher update or policy change does not automatically mean that a product correctly supplied and functioning at the time of sale was defective.

However, this section does not excuse KeyRiva from providing the product that was actually advertised and agreed to at the time of the transaction.

32 Mandatory Consumer Rights

This Policy establishes KeyRiva's voluntary return, cancellation, replacement, exchange and refund rules for digital and physical products.

Nothing in this Policy is intended to exclude, waive or restrict a consumer right or remedy that cannot lawfully be excluded under applicable Indian law.

Where a product or service is defective, deficient, spurious, materially different from the characteristics advertised or otherwise falls within circumstances for which applicable law requires a remedy, KeyRiva will handle the matter consistently with those legal requirements.

33 Changes to This Policy

KeyRiva may update this Returns & Refund Policy from time to time to reflect changes in products, delivery methods, business operations, payment systems or applicable law.

The latest version will be published on this page together with a revised Last Updated date.

Updates will not be applied in a manner that unlawfully removes rights already accrued in relation to an existing transaction.

34 How to Request Assistance

For a product issue, replacement request, eligible exchange, duplicate payment or refund inquiry, contact KeyRiva support.

Please include your order number, the email address used for the order and a clear description of the issue.

For technical issues, attach a screenshot of the exact error where possible.

Email: support@keyriva.com
WhatsApp: +91 80587 07580
Website: KeyRiva.com