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Refund Policy

Effective 7 September 2026 · Last updated 7 September 2026

In short: you can have a full refund within 14 days of purchase, as long as you have not yet activated your licence key. Downloading the software does not affect your eligibility — only activation does.

On this page

  1. What this covers
  2. When you can get a refund
  3. Why activation is the cut-off
  4. After activation
  5. When we cannot refund
  6. What happens to your licence
  7. How to request a refund
  8. How long it takes
  9. If you disagree with our decision
  10. Contact

1. What this covers

This policy applies to every Diwan POS licence bought through this website — the Starter, Standard and Enterprise editions. Diwan is downloadable software, delivered electronically. Nothing is physically shipped, so there is nothing to return; a refund means we reverse the payment and withdraw the licence.

2. When you can get a refund

You are entitled to a full refund of what you paid if both of the following are true:

  • You request it within 14 calendar days of the date of purchase; and
  • Your licence key has not yet been activated on any device.

You do not need to give a reason. You may download the installer and inspect the software without losing your right to a refund — the download itself does not count as activation.

3. Why activation is the cut-off

A Diwan licence key binds permanently to the first device it is activated on. That binding is what stops one key being used across many shops, and it cannot be silently undone. Once a key has been activated, the software has been delivered in full and is running on your hardware.

We use activation rather than download as the line because it is the point at which you actually receive the benefit of the product, and because it is a fact we can both verify — your dashboard shows whether your key is activated or still unused.

4. After activation

Once your licence is activated, it is not automatically refundable. We will, however, consider a refund on a case-by-case basis where:

  • The software has a fault that prevents you using it for its intended purpose, and we have been unable to resolve it within 14 days of you opening a support request about it; or
  • You were charged more than once for the same licence, or charged in error.

If you hit a problem, contact us before requesting a refund. Most issues are configuration or installation problems we can fix quickly, and we would rather fix them.

5. When we cannot refund

  • Requests made more than 14 days after purchase, where the licence was activated.
  • Licences revoked for a breach of our Terms & Conditions — for example, sharing or reselling a key.
  • Requests where the software works as described and the reason given is that you have changed your mind after activating it.
  • Requests we cannot match to a real order, or that come from someone who is not the account holder.

6. What happens to your licence

A refunded licence is revoked. When we issue a refund we permanently revoke the licence key attached to that order. The key stops working: it can no longer be activated, any existing activation becomes invalid, and installer downloads for that key are disabled.

You must stop using the software and remove it from your devices. Continuing to use Diwan after a refund is a breach of the licence.

This applies equally where a payment is reversed through a chargeback or payment dispute rather than through us directly.

7. How to request a refund

Email hamzawaheed057@gmail.com from the email address on your Diwan account, with the subject line “Refund request”, and include:

  • Your order reference (it begins with DW and is in your receipt email and your dashboard);
  • The email address you purchased with;
  • Optionally, the reason — helpful for us, but not required within the 14-day window.

Please do not send your full licence key by email. We only need the order reference. Refund requests must be made in writing by email so that both sides have a record; we cannot process refunds by phone alone.

8. How long it takes

  • Acknowledgement: within 2 business days of your email.
  • Decision: within 5 business days of your request, for requests inside the 14-day window.
  • Payment back to you: once approved, we submit the refund to our payment processor immediately. It typically reaches your card or account within 5 to 10 business days, depending on your bank.

Refunds are always issued to the original payment method. We cannot refund to a different card, account or person.

9. If you disagree with our decision

Reply to our email and tell us why. We will review it again and give you a final written answer. If you remain dissatisfied, you keep whatever rights you have under Pakistani consumer law — nothing in this policy removes them.

10. Contact

Hamza Waheed (sole proprietor, trading as Diwan)
Email: hamzawaheed057@gmail.com
Phone: 0314 3288112

I-10/2, Islamabad 44000, Islamabad Capital Territory, Pakistan

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