Service Delivery Policy

Effective 7 September 2026 · Last updated 7 September 2026

1. What you receive

On a successful purchase you receive:

• A licence key, in the format DIWAN-XXXX-XXXX-XXXX-XXXX;
• Access to the installer for Windows, macOS, Linux and Android — one key unlocks all four platforms;
• A dashboard on this website where your key and order details remain available to you.

There is no physical product, no shipment, and no delivery charge.

2. When you receive it

Delivery is automatic and immediate on confirmation of payment. In practice this means your licence email is sent within about a minute of you completing checkout.

To be precise about it: we issue your licence when our payment processor confirms the payment to our server, not at the moment you press pay. That confirmation is usually near-instant, but it is not something we control. If a bank or card issuer holds a payment for review, your licence is issued when that clears.

3. How it reaches you

We email your licence key to the email address registered on your Diwan account. That address is taken from your account, not typed at checkout, so your key cannot be sent to the wrong address by a typo.

Your key is also always available in your dashboard once you sign in. If you lose the email, you do not need to contact us — sign in and retrieve it, or use the re-send option there.

4. If your email does not arrive

Work through these in order:

1. Wait five minutes. Payment confirmation is usually under a minute, but occasionally takes longer.
2. Check your spam or junk folder. Automated licence emails are the most common thing for a mail provider to misfile.
3. Sign in to your dashboard. If your order shows as paid, your licence key is there — you can read it and re-send the email yourself.
4. Confirm the email address on your account is one you can actually receive mail at.
5. Contact us at hamzawaheed057@gmail.com with your order reference (it begins with DW). We respond within 1 business day and will deliver your key manually if needed.

If your payment was taken but no order appears in your dashboard at all, contact us straight away with the date, amount, and the last four digits of the card used.

5. Downloading the software

Enter your licence key on the download section of this website, choose your platform, and you will be issued a download link. Links are single-use and short-lived for security; if one expires before you use it, request another.

Each download link is valid for 15 minutes and can be used once. This protects the installer from being shared; it does not limit how long you may keep the software. Request a fresh link whenever you need one.

Each licence allows up to 20 downloads in total. That covers reinstalls, moving between platforms, and picking up new versions over the life of the licence. If you genuinely need more, contact us and we will raise it — we are not trying to ration installers, only to limit the damage if a key is ever leaked.

6. Activating your licence

When you launch Diwan for the first time it will ask for your licence key. Activation requires an internet connection, once. After that the software runs entirely offline — this is the point of an offline-first point of sale, and you do not need connectivity to trade.

Reinstalling Diwan on the same device, or restarting it, does not use up anything — the software recognises the machine and continues working.

7. Moving to a different device

If you replace or rebuild the computer Diwan is installed on, we can move your licence for you. This is currently a manual process handled by our support team, not something you can do yourself from the dashboard.

Email hamzawaheed057@gmail.com with the subject “Device change” and your order reference. We aim to complete device moves within 1 business day. We may ask you to confirm details of the original purchase before we release the key, because this is also the route someone would take to steal a licence.

8. System requirements

9. Updates

Free software updates are included. There is no separate update fee and no subscription required. Your licence does not expire, and neither does your access to new versions.

Updates are published as new installer versions and are downloaded the same way as your original installation, using the same licence key.

Updates are published as new installer versions and are downloaded the same way as your original installation, using the same licence key.

10. Support

Support is provided by email at hamzawaheed057@gmail.com for all editions. Enterprise licences also include phone support on 0314 3288112.

We aim to respond to all support email within 1 business day. Include your order reference so we can find your account quickly.

Support hours are Monday to Saturday, 10:00am – 7:00pm PKT (UTC+5). We are closed on Sundays and public holidays. Email received outside these hours is answered on the next working day.

11. If we cannot deliver

If we are unable to deliver your licence at all — for example a technical failure on our side that we cannot resolve — we will refund your payment in full, regardless of the normal terms in our Refund Policy. You will not be left having paid for something you never received.

12. 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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