Refund Policy
Key Interactive Store — store.keyinteractive.it Last updated: 5 November 2026
This policy forms part of the Terms of Sale. It explains when we refund, when we do not, and how to request a refund. Nothing on this page limits the rights that the law grants to consumers.
1. In brief
| Situation | Consumer | Professional / business |
|---|---|---|
| Licence or digital content delivered immediately, with your consent at checkout | no refund | no refund |
| Subscription: withdrawal within 14 days of purchase | refund less the period already used | no refund |
| Subscription: cancellation after 14 days | no refund, remains active until the end of the period | same |
| Subscription with a minimum commitment period, early termination | early termination fee stated on the product page (except withdrawal within 14 days) | same |
| Time-limited Pass already started | proportional refund only within 14 days; nothing if expired | no refund |
| Product not delivered within 24 hours | full refund | full refund |
| Double charge or incorrect amount | refund of the difference | refund of the difference |
| Product discontinued by us | refund of the unused part | refund of the unused part |
| Unresolved lack of conformity | under the legal guarantee | under the warranty in Article 13 of the terms |
2. Perpetual licences and digital content
Software licences are delivered immediately after payment: the licence text appears under "My products" and is sent by email, and the software can be downloaded.
At the time of purchase a consumer confirms that they request immediate delivery and that they are aware that they thereby lose the right of withdrawal (Codice del Consumo (Italian Consumer Code), Article 59(o)). For this reason a licence that has been delivered is not refunded, neither for a change of mind nor for incompatibility with your computer: before purchasing, use the free trial, where available, and check the requirements stated on the product page.
Professionals and businesses have no right of withdrawal.
3. Subscriptions
You may cancel at any time: the subscription remains active until the end of the period already paid and does not renew. Periods already paid are not refunded, not even in part, if the cancellation arrives more than 14 days after purchase.
If you are a consumer and withdraw within 14 days of purchase, we refund the price of the period less the days already used, proportionally.
Subscriptions with a minimum commitment period (for example 12 months) may be cancelled with effect at the end of the minimum period. If you want to terminate earlier, the early termination fee stated on the item's product page is due, which never exceeds the amount of the remaining periods. Consumer withdrawal within 14 days always remains possible.
A renewal that has already been charged is not refunded: cancel before the renewal date, which you can find under "My products".
4. Time-limited Passes
A Pass is activated immediately and lasts for the time stated. A consumer who withdraws within 14 days receives a refund proportional to the time not used; an expired Pass is not refunded. No refund for professionals.
5. When we always refund
- Non-delivery: if an Entitlement is not active within 24 hours of payment confirmation and we are unable to activate it, we refund the whole order.
- Double or incorrect charge: we refund the difference as soon as it has been verified.
- Product or service discontinued by Key Interactive: we refund the part of the period paid and not used; for perpetual licences the software remains usable in the version delivered.
- Manifest pricing error that leads us to cancel the order: full refund.
6. How to request a refund or exercise the right of withdrawal
Write to store@keyinteractive.it from the email address of your Key Interactive Account, quoting the order number (you can find it in the confirmation email and under "My products") and the reason. For consumer withdrawal you may use the form at the end of the Terms of Sale.
We reply within 5 working days. Approved refunds are issued through Stripe to the same payment method used for the purchase, within 14 days of approval; the time it takes for the amount to be credited depends on your bank.
7. What happens after a refund
A refund revokes the Entitlements linked to the order: licences are withdrawn and their text is no longer visible or resendable, subscriptions and passes end, downloads are no longer available and access to the linked services is removed. Use of a refunded licence is not permitted.
8. Disputes with your bank (chargebacks)
If you dispute a payment with your bank without contacting us first, we suspend the order's Entitlements until the dispute is closed. Writing to us is quicker: most problems are solved with a single email.
9. Goodwill refunds
Outside the cases above, we may grant a refund at our discretion, assessing each case individually. A goodwill refund does not set a precedent and still entails the revocation of the Entitlements.