Refund Policy

This policy applies to purchases made through the official website arciveo.com and your account. By completing a payment, you agree to these terms.

For card payments, the Merchant of Record is our payment partner; in that case, refunds are handled under its procedure, and its terms take precedence over this Policy regarding the refund process. For cryptocurrency payments via NOWPayments, refunds are reviewed directly by the Operator.

Payments from users in the Russian Federation, the Republic of Belarus, Cuba, Iran, North Korea, Syria, and the temporarily occupied territories of Ukraine are not accepted. If a payment was made to circumvent geographic restrictions, the Operator may cancel the order; in that case, refunds are issued at the Operator's discretion, less payment-system fees.

Arcivéo is a digital product (software and licenses). Because access is granted immediately after payment, special refund terms apply to such purchases, as described below.

A refund within 14 days of purchase is possible provided the license is not activated in your account and the distribution package has not been downloaded.

A refund is also possible if:

• the product does not work as described and we were unable to resolve the issue;
• a technical error occurred during payment (for example, a double charge);
• other cases apply as provided by applicable consumer protection law.

A refund is not granted if:

• the license has been activated in your account;
• the distribution package has been downloaded — the digital product is considered delivered;
• more than 14 days have passed since purchase;
• the reason is a lack of required infrastructure or incompatibility clearly stated in the requirements;
• the Terms of Use were violated.

Exception: a refund is possible if the product does not work as described and the issue could not be resolved — even if the license was activated.

Payments made in cryptocurrency via NOWPayments are irreversible by nature. Refunds of such payments are possible only in exceptional cases and are made at the exchange rate at the time of the refund; rate differences are not compensated.

We review requests within 5 business days. Once approved, funds are returned using the same method used for payment. Crediting may take additional time depending on your bank or payment provider.

Card and PayPal payments are processed by PayPro Global or Freemius, Inc. — depending on which provider handled the payment; that provider also acts as the Merchant of Record. Refunds for such payments are initiated by us, while the provider credits the funds: money typically reaches your card within 5–10 business days, depending on your bank. The relevant provider's refund terms also apply to these purchases.

Cryptocurrency payments via NOWPayments are made directly with the Operator: the Operator acts as the Merchant of Record, and refunds for such payments are handled by us under the terms described in the section on cryptocurrency payments.

Still have questions about refunds? Email us at support@arciveo.com.