Last updated: 1 November 2026
QUBIVO sells digital products that are delivered as downloadable files. Because a downloaded file cannot be returned, refunds work differently from physical goods. This policy explains when we provide refunds, how to ask for one and how we review requests. We aim to be fair: if something is wrong with your purchase, we will put it right.
Nothing in this policy limits your rights under the Consumer Protection Act, 2019 or any other law that applies to you.
1. How delivery works
Your product is delivered digitally. After your payment is confirmed and the order is complete, the files are available in My Account → Downloads. See How Digital Downloads Work. Please read the product description, what is included and the requirements before buying.
2. When you are entitled to a refund
Duplicate payments
If you were charged more than once for the same order, we refund the duplicate payment in full once we have verified it.
Failed transactions
If your payment failed but money left your account, the bank or payment provider usually reverses it automatically. If it has not been returned within 7 working days, contact us with the order number and payment reference. If we received the money, we will either complete your order or refund you — whichever you prefer.
Incorrect, defective or corrupted files
If a file is corrupted, incomplete, does not open in the software listed in the product’s requirements, or is not the product you bought, tell us. We will first try to fix the problem or send a corrected file. If we cannot resolve it within a reasonable time, we will refund you.
Missing downloads
If you paid but cannot access your downloads, we will restore access. If we cannot deliver the product, you will receive a full refund.
Product materially different from its description
If the product is materially different from what was described on its product page — for example a feature, file or format that was promised is missing — you are entitled to a refund.
3. When a refund is generally not available
Because digital files cannot be returned, we generally do not offer refunds when:
- you have changed your mind after the files were made available to you;
- the product works as described but does not suit a purpose that was not stated on its product page;
- the software or device you use is not listed in the product’s requirements; or
- the licence was ended because its terms were broken (for example the files were shared).
If your situation is not covered above, please contact us anyway. We review every request individually and fairly.
4. How to request a refund
- Use our contact page and choose Refund request.
- Include your order number, the product name, the email address used for the order and a short description of the problem. Screenshots of any error messages help us respond faster.
- Please contact us within 14 days of your purchase for product issues. Duplicate payment and failed transaction requests can be raised at any time.
5. Review and resolution
- We acknowledge requests within 48 hours.
- We may ask for more information or offer a fix or replacement file first, where that solves the problem.
- We aim to give a decision within 7 working days. Complaints are resolved within one month of receipt.
- We will tell you our decision and the reason by email.
6. How refunds are paid
Approved refunds are made to the original payment method. The time for the money to reach your account depends on your bank or payment provider and is usually 5–10 working days after we process the refund. We will share the refund reference with you.
7. After a refund
When a purchase is refunded, the licence for that product ends and download access is removed. You must delete any copies of the files. See Licence Information.
8. Free products
Free products do not involve payment, so there is nothing to refund, but please tell us if a free file does not work.
9. Contact and grievances
Questions about this policy can be sent through our contact page. If you are not satisfied with how a refund request was handled, you can contact our Grievance Officer:
Send complaints through our contact form and choose “Complaint / grievance”. Grievance officer details will be published here.
You may also contact the National Consumer Helpline (dial 1915 or visit consumerhelpline.gov.in).