Refund Policy — Corevia Software
Effective Date: 13 July 2026
Last Updated: 13 July 2026
1. Overview and Legal Framework
This Policy explains when Corevia Software ("Corevia", "we") provides refunds for purchases made on coreviasoftware.com. It forms part of, and uses the definitions in, our Terms of Service (COR-LEG-001).
This Policy operates alongside — not instead of — your statutory rights. Qatar's Consumer Protection Law No. 8 of 2008 (as amended) and the consumer-protection provisions of the Electronic Transactions and Commerce Law (Decree-Law No. 16 of 2010) give consumers rights that cannot be waived by contract, including remedies for defective products and certain withdrawal rights in e-commerce transactions. Where applicable law grants you a broader right than this Policy, the law prevails.
2. Digital Products (Downloadable)
Digital products (Excel-based systems, templates, tools, and other downloadable files) are delivered immediately and cannot be "returned" in the way physical goods can. Accordingly:
(a) Before download. If you purchased a digital product but have not yet downloaded or accessed it, you may request cancellation and a full refund within seven (7) days of purchase.
(b) After download. Once a digital product has been downloaded or accessed, the purchase is generally final, except where:
- the product is materially defective or does not materially conform to its published description (see Section 7);
- the refund is required by applicable consumer-protection law; or
- we approve a refund under Section 11 (Exceptional Circumstances).
(c) Acknowledgment at checkout. Where required by law, checkout will ask you to expressly acknowledge that download begins immediate performance and may affect your withdrawal right.
(d) Because you can retain copies of downloaded files, refunded purchases result in termination of your license and entitlement for the product concerned, and you must delete all copies.
3. SaaS Subscriptions
For hosted subscription services (when offered):
(a) New subscriptions. If a subscription service materially fails to function as described and we cannot fix it within a reasonable period, you may cancel and receive a pro-rata refund of the unused portion of the current paid period — or a full refund if the failure arises within the first fourteen (14) days and you have not made material use of the service.
(b) Renewals. If a subscription renews and you contact us within seven (7) days of the renewal charge without having materially used the service in the new period, we will refund the renewal charge.
(c) Mid-term cancellation for convenience. Cancellation without cause takes effect at the end of the current paid period; no refund is due for the remainder of that period, unless applicable law provides otherwise.
(d) Price or feature changes. If we materially reduce the core functionality of a service you have paid for, you may cancel and receive a pro-rata refund of the unused period.
4. Future Services
For services introduced in the future (for example, implementation, customization, or AI-based services), refund terms will be stated at the point of sale for each service. Unless stated otherwise:
(a) fees for services not yet performed are refundable on cancellation;
(b) fees for services already performed are non-refundable except where the service was materially defective or where law requires otherwise;
(c) prepaid packages are refundable for the unused portion within a stated period.
5. Duplicate Payments
If you are charged more than once for the same order (duplicate payment, double submission, or gateway retry error), we will refund the duplicate amount in full once confirmed with our payment provider. Please contact us with both transaction references; confirmation with the gateway typically takes a few business days.
6. Failed Downloads
If you paid for a digital product but cannot download it (broken link, corrupted file, entitlement error, expired access before first successful download):
(a) contact support and we will first restore access (new download link or entitlement fix) — this is the standard remedy;
(b) if we cannot deliver a working download within seven (7) days of your report, you are entitled to a full refund.
Failed downloads caused by your own equipment, network, or storage do not create a refund right by themselves, but we will still make reasonable efforts to help you complete the download.
7. Technical Issues and Defective Products
(a) If a product is materially defective — it does not open in a supported environment, core documented features do not work, or it materially fails to match its published description — report it to support with reasonable detail (screenshots, environment, steps).
(b) Our remedy ladder, consistent with Qatar consumer law, is:
- Fix — we provide a corrected file, patch, or workaround within a reasonable period;
- Replace — we provide a functioning replacement version;
- Refund — if we cannot fix or replace within a reasonable period, you receive a full refund.
(c) The following are not defects: incompatibility with unsupported or modified environments (e.g., unsupported Excel versions stated in the product documentation); issues caused by your modifications beyond documented settings; dissatisfaction with a product that functions as described; and lack of features never stated in the description.
(d) Nothing in this Section limits statutory warranty rights under Law No. 8 of 2008.
8. Subscription Cancellation
(a) You can cancel a subscription at any time from your account or by contacting support.
(b) Cancellation stops future charges; access continues to the end of the paid period.
(c) Where auto-renewal is enabled, we will send a reminder before renewal where required; you can disable renewal at any time before the renewal date.
(d) On cancellation, data export is available as described in the Terms of Service, Section 10(e).
9. Chargebacks
(a) Contact us first. If you believe a charge is wrong, contact us before initiating a chargeback — most issues (duplicates, failed downloads, defects) are resolved faster through our support process, and this Policy often provides a refund where the card scheme would not.
(b) If you initiate a chargeback, the related entitlement and downloads may be suspended while the dispute is investigated, and we may provide the payment provider with evidence of the order, delivery, and download logs.
(c) If a chargeback is resolved in our favor, we may re-enable access upon settlement of the amount due. If it is resolved in your favor, the license for the refunded product terminates.
(d) Abusive or fraudulent chargeback practices may result in account termination and recovery of costs where permitted by law.
10. How Refunds Are Paid (Payment Gateway Refunds)
(a) Approved refunds are issued to the original payment method through the same payment gateway used for the purchase.
(b) We submit refunds promptly upon approval — normally within five (5) business days. The time for funds to reach you depends on the gateway and your bank, typically 5–14 business days after submission.
(c) Refunds are made in the currency of the original transaction. We are not responsible for exchange-rate differences or third-party bank fees, except where the refund results from our error, in which case we will make you whole for the amount we charged.
(d) If the original payment method is closed or unavailable, contact support; alternative arrangements are subject to identity and anti-fraud verification.
11. Exceptional Circumstances
We may, at our discretion, grant refunds outside this Policy in exceptional cases — for example, purchase made in error and reported promptly before download, serious illness or bereavement, or evident good-faith mistakes. Discretionary refunds do not create a precedent or amend this Policy.
12. How to Request a Refund
Send your request to info@coreviasoftware.com from your registered account email, including: order number, product name, date of purchase, payment reference, and the reason (with evidence for defect claims). We acknowledge requests within two (2) business days and decide eligible requests within seven (7) business days of receiving complete information.
13. Statutory Rights Prevail
Nothing in this Policy excludes, limits, or replaces any right or remedy you have under the laws of the State of Qatar — including Consumer Protection Law No. 8 of 2008 and Decree-Law No. 16 of 2010 — or under any mandatory consumer law of your country of residence that applies to your purchase. Where local law grants you more than this Policy, local law overrides this Policy. Consumers in Qatar may also lodge complaints with the Ministry of Commerce and Industry (Consumer Protection Department).
14. Contact Information
Corevia for Software Solutions (trading as Corevia Software) — Support
Website: https://coreviasoftware.com
Support: info@coreviasoftware.com
Registered address: Doha, Qatar
License Number: 331584