Terms & Conditions

Terms & Conditions

These Terms & Conditions explain the basis on which EcoKeys supplies digital software licences and related product information through ecokeys.co.uk.

Please read these Terms together with the product information shown before purchase and our Refund, Cancellation & Support Policy, Digital Delivery & Shipping Policy, Privacy Policy and Payments information.

Last updated: 7 September 2026

1. Who You Are Buying From

EcoKeys is the customer-facing online software retail brand operated by GEM TECHNOLOGY UK LIMITED.

In these Terms, references to EcoKeys, we, us or our mean GEM TECHNOLOGY UK LIMITED. References to you or your mean the person or organisation placing an order or using the website.

2. When These Terms Apply

These Terms apply when you use ecokeys.co.uk or purchase a product from EcoKeys.

The following information also forms part of the basis on which we supply a product:

• The relevant product page and product description.
• The licence type and number of permitted devices shown for the product.
• Compatibility and system requirements shown before purchase.
• Our Refund, Cancellation & Support Policy .
• Our Digital Delivery & Shipping Policy .
• Our Payments information .
• Any specific conditions clearly stated for the product before you place your order.

If a product page contains a specific condition that applies only to that product, that specific condition will apply alongside these Terms.

3. Our Products

EcoKeys supplies digitally delivered software licences and related product information. Depending on the product, this may include:

• A product key or other licence information.
• Software download guidance.
• Installation instructions.
• Activation guidance.

Unless a product page expressly states otherwise, EcoKeys products are digital products only. No boxed product, disc, USB drive, physical product card or other physical item is shipped.

4. Licence Type, Devices and Compatibility

Different software products and licence types can have different installation, activation, transfer and device restrictions.

Before ordering, please check:

• The exact product and edition.
• The supported operating system.
• Whether the product is intended for Windows or macOS.
• The number of devices or activations included.
• The licence type shown on the product page.
• Any stated hardware or system requirements.

If you are unsure whether a product is suitable for your device or intended use, please use EcoKeys Rapid Support before purchasing.

5. Placing an Order and Contract Formation

Submitting an order through the EcoKeys website is an offer to purchase the selected product subject to these Terms.

An order acknowledgement or payment-instruction email confirms that we have received your order. It does not by itself mean that we have accepted the order for fulfilment.

A contract for the purchase of the product is formed when payment has been confirmed and EcoKeys accepts the order for fulfilment. Acceptance will normally be evidenced by the processing or digital delivery of your order.

We may refuse or cancel an order before fulfilment where there is a legitimate reason to do so, including:

• The product is unavailable.
• Payment cannot be confirmed.
• There is a material pricing or product-information error.
• The order requires security or fraud review and cannot be satisfactorily verified.
• We reasonably believe the order involves fraud, misuse or an unauthorised transaction.
• The order would breach applicable law or restrictions that apply to us.

If we cancel an order after receiving payment, any amount due back to you will be refunded using the appropriate payment method.

6. Prices and Payment

The price payable for a product is the price shown for that product when you place your order, subject to correction of any obvious or material pricing error.

The total payable for your order is shown before you submit it.

EcoKeys accepts the payment methods made available for the relevant order. Current payment information is available on our Payments page .

No digital product is released against an unpaid order. Fulfilment begins once the required payment has been received and confirmed, subject to any necessary order or security review.

7. Payment, Fraud and Order Reviews

Most orders proceed to fulfilment after payment has been confirmed. Occasionally, an order may require additional payment, security or fraud checks before digital delivery.

Where reasonably necessary, we may ask for information required to verify the order, payment or customer details.

We will not ask you to send full debit or credit card numbers, card security codes or online banking passwords by email.

A review may delay fulfilment while the relevant checks are completed. If we are unable to satisfactorily verify an order, we may cancel it and refund any payment received.

8. Digital Delivery

Delivery is made to the email address registered with your order.

You are responsible for providing a correct and accessible email address. If you believe you entered an incorrect email address, please contact us as soon as possible.

If payment has been confirmed and your product email cannot be located, use Rapid Support so that we can investigate and resend the relevant information where appropriate.

Your EcoKeys account may show your order record. Your product key or licence information is not currently stored or available for retrieval through My Account. Please retain your product email safely.

Full details are provided in our Digital Delivery & Shipping Policy .

9. Cancellation and Consumer Rights

If you purchase from EcoKeys as a consumer, you may have statutory cancellation and digital-content rights under UK consumer law.

EcoKeys also provides its own voluntary customer protections, including our 30-Day Returns Policy, 28-Day Activation Guarantee and 12-Month Support Warranty, subject to the eligibility conditions set out in our Refund, Cancellation & Support Policy .

These EcoKeys policies are intended to provide practical support where a customer has ordered the wrong product, encounters an activation problem or experiences another eligible issue.

If you wish to cancel an order, request a return or report a problem with digital content supplied by EcoKeys, please contact us through Rapid Support as soon as possible.

10. Returns, Activation Guarantee and Support Warranty

Full eligibility, exclusions and refund procedures are set out in our Refund, Cancellation & Support Policy .

These voluntary EcoKeys commitments are additional to, and do not replace or restrict, statutory consumer rights.

11. Faulty or Non-Conforming Digital Content

If you purchase as a consumer, digital content supplied by EcoKeys must meet the requirements imposed by applicable UK consumer law.

This includes applicable requirements that digital content is:

• Of satisfactory quality.
• Fit for an applicable purpose.
• As described.
• Supplied by a trader who has the right to supply it.

If the product supplied does not conform to the contract, statutory remedies may apply. Depending on the circumstances, these may include repair, replacement or an appropriate price reduction, which can in qualifying circumstances amount to a full refund.

Nothing in these Terms excludes or restricts a statutory remedy that cannot lawfully be excluded or restricted.

12. Purchasing the Wrong Product

Please check the edition, platform, operating system, licence type, permitted devices and compatibility information before ordering.

If you realise that you have purchased the wrong product, contact EcoKeys as soon as possible and before activating, redeeming or using the supplied licence.

Where a statutory cancellation or other consumer right applies, it will be respected.

Outside those statutory rights, exchanges or refunds for a product purchased in error are not automatic. Where the licence has not been activated, redeemed, disclosed or otherwise used and can reasonably be withdrawn or replaced, we may offer an exchange or another goodwill solution in accordance with our Refund, Cancellation & Support Policy.

13. Use of Software Licences

Your right to install, activate, reinstall or transfer software depends on the individual product and licence type purchased.

You must not assume that a licence is transferable to another device unless the relevant product information or applicable licence terms permit this.

You must not knowingly:

• Use a licence on more devices than the purchase permits.
• Publish or publicly disclose a product key.
• Share a single-device licence between multiple users or devices where not permitted.
• Resell or redistribute licence information contrary to applicable licence conditions.
• Use the product in a way that breaches applicable law or third-party licence terms.

Problems caused solely by unauthorised or unsupported use may fall outside the scope of EcoKeys' voluntary guarantees, without affecting statutory rights relating to a fault for which EcoKeys is legally responsible.

14. Software Ownership and Third-Party Licence Terms

The software supplied under a licence remains the intellectual property of its relevant software publisher or other rights holder.

Purchasing from EcoKeys does not transfer ownership of the underlying software, trademarks or other intellectual property to you.

Use of software may also be subject to the applicable end-user licence terms imposed by the software publisher.

References to Microsoft, Windows, Office, Project, Visio and other third-party brands are used to identify the relevant products. Trademarks and other intellectual property remain the property of their respective owners.

15. EcoKeys Accounts

Where you create or use an EcoKeys account, you are responsible for keeping your login information reasonably secure and for providing accurate account information.

Your account may provide access to your order history and other account functions.

Your product key is currently delivered by email and is not stored for retrieval from the My Account area.

You should therefore retain the original product email and licence information supplied with your order.

16. Support and Reporting Problems

Rapid Support is the primary contact route for order, delivery, installation, activation, licence and refund issues.

We guarantee an initial response within 30 minutes during our published support hours. More complex cases may require further investigation after the initial response.

We may reasonably ask for information required to identify and investigate a problem, such as your order number, product edition, error message, activation status or a relevant screenshot.

Where a refund or replacement is requested because a product is reported as faulty, we may require a reasonable opportunity to investigate the reported problem before determining the appropriate remedy.

We will not require unnecessary troubleshooting where it is already clear that a product was supplied incorrectly or that another remedy is required without further investigation.

17. Refunds

Where a refund is approved under the EcoKeys 28-Day Activation Guarantee, we aim to initiate the refund within 24 hours after confirming that the eligible issue cannot reasonably be resolved.

Where a refund or price reduction is required as a statutory remedy, it will be processed within the timeframe required by applicable law.

Refunds will normally be returned using the original payment method unless you expressly agree otherwise or this is not reasonably possible.

After EcoKeys initiates a refund, the time taken for funds to appear can depend on the relevant bank or payment provider.

18. Payment Disputes and Chargebacks

If you do not recognise a transaction or believe there is a problem with an EcoKeys order, please contact us promptly so that we can investigate.

Nothing in these Terms restricts any lawful right you may have to dispute a payment with your bank or payment provider.

Where a payment dispute or chargeback is raised, EcoKeys may provide relevant records to the bank, payment provider or other authorised party handling the dispute. These records may include order details, payment records, digital delivery records, customer communications, support history and other information relevant to the transaction.

We reserve the right to challenge a dispute that we reasonably believe is incorrect, duplicated, misleading or fraudulent.

19. Acceptable Use of the Website

You must not knowingly use the EcoKeys website:

• For an unlawful or fraudulent purpose.
• To attempt unauthorised access to accounts, systems or data.
• To introduce malicious code or interfere with website security.
• To collect or misuse another person's personal information unlawfully.
• To abuse, circumvent or interfere with security, fraud-prevention or ordering controls.

We may restrict access to the website or an account where reasonably necessary to protect customers, EcoKeys or our systems.

20. Third-Party Websites and Services

EcoKeys may provide links to software publishers, payment providers, download locations or other third-party websites where these are relevant to a product or service.

Third-party websites and services operate under their own terms and privacy practices. EcoKeys is not responsible for unrelated third-party content or services that are outside our control.

This does not remove any responsibility EcoKeys has for the digital product or service that we have contracted to supply to you.

21. Our Responsibility to You

Nothing in these Terms excludes or limits liability where doing so would be unlawful.

If you are a consumer, nothing in these Terms excludes or limits statutory rights or remedies that cannot lawfully be excluded or restricted.

EcoKeys is not responsible for loss caused solely by circumstances outside our reasonable control or by an incompatible device, unsupported configuration, unauthorised licence use or local computer problem where the product supplied otherwise conforms to the contract.

We do not exclude responsibility where incorrect compatibility or product information supplied by EcoKeys caused the product not to conform to the contract.

Customers are responsible for maintaining appropriate backups of their own files and data before carrying out significant software installation, operating-system changes or troubleshooting.

22. Privacy and Cookies

Personal information supplied in connection with the website, an order or customer support is handled in accordance with our Privacy Policy .

Information about cookies and similar technologies is provided in our Cookie Policy .

Privacy and data-protection enquiries can be sent to [email protected] .

23. Changes to These Terms

We may update these Terms where our products, systems, payment arrangements, policies or legal obligations change.

The version applicable to an order will normally be the version in force when the order was placed, together with any later change that you expressly agree to or that applies by law.

The date at the top of this page shows when these Terms were most recently updated.

24. Severability and Enforcement

If a provision of these Terms is found to be unlawful or unenforceable, that provision will be treated as modified or removed only to the extent necessary, without affecting the remaining provisions.

If EcoKeys does not immediately enforce a right under these Terms, that does not mean that we have permanently waived that right.

25. Governing Law and Courts

These Terms and contracts between you and EcoKeys are governed by the laws of England and Wales.

If you are a consumer, this does not deprive you of any mandatory consumer protection that applies to you under applicable law, and you may have rights to bring proceedings in courts available to you under that law.

For business customers, the courts of England and Wales will have exclusive jurisdiction in relation to disputes arising from these Terms or an EcoKeys order.

26. Model Cancellation Form

If you have a statutory right to cancel and wish to use this form, you may send the following information to EcoKeys. You do not have to use this form; you may also contact us through Rapid Support.

Questions About an Order or These Terms?

For an existing order, licence problem, refund request or technical issue, use EcoKeys Rapid Support.

General business enquiries: [email protected]