Two things happen whenever you purchase any of our products from the Kagi online store:

• Kagi sends you an email with instructions on where to download the product(s) together with registration details; and
• Kagi sends us a confirmation message containing details such as your name, your email address and what you purchased (Kagi never sends us your credit-card details).

In the case of Stripper, the email from Kagi is your proof of purchase and is all that you will receive.

For Cognatrix and FrameSeer, the registration details in the message from Kagi are only valid for 21 days. We use the confirmation message from Kagi to create your permanent registration, which we send to the email address that you gave to Kagi. We commit to doing this within five business days but we usually do it within 48 hours.

In most cases, emails containing permanent registrations do not bounce so we assume successful delivery. In those rare cases where we receive a bounce, we handle them like this:

• Sometimes, the customer has given the wrong email address to Kagi (a typo). Customers usually work out what has happened quite quickly because they do not receive any email from Kagi. Kagi's systems allow customers to change email addresses and Kagi sends the changes to us. We simply send the registration to your new address.
• If we do not receive a new email address from Kagi, we assume that the problem is transient and we re-send to the same address.
• If the re-sent message also bounces, we try again but from another mailbox (in the mac.com domain).
• If that message also bounces, we ask Kagi to try contacting you.
• If Kagi is unable to contact you, we have no choice but to wait for you to get in touch with either Kagi or us.

Kagi has redundant systems and so do we. Since LGOSystems started trading, there has not been a single case where Kagi has not sent a confirmation message to LGOSystems, or where LGOSystems has not received a confirmation message from Kagi, or where we have not sent a permanent registration within five business days.

We take our commitment to send permanent registrations within five business days seriously. Therefore, if you have not received your permanent registration within five business days, please do not wait. Please:

• Check your anti-spam filters. You may need to white-list our address if your anti-spam filters are stopping our messages from being delivered. We send messages containing permanent registrations from:

  

• Write to us. It will help us if you include a copy of the transaction details that you received from Kagi. Please send your message to:

  

• We respond to all emails promptly, usually within 24 hours. If you do not receive a reply, please visit Kagi's support center and read "What do I do if I don't receive the product or registration code for the product I purchased?" If you follow Kagi's process, they will contact us on your behalf and, between us, we will find a way of getting your permanent registration to you.

The vast majority of customers appear to receive their permanent keys without incident. We assume this because we never receive a complaint. However, whenever a customer complains about not having received a permanent registration, we always investigate to see whether it has been sent. As noted above, we have yet to find a single case where either Kagi's or our systems have misbehaved. Accordingly, we generally assume that the email path is the most likely culprit. To that end, whenever you write to us about a missing registration, we will normally ask you to confirm that you have received our reply. Please take our request seriously because it is the only way we have of actually knowing that you have received your permanent registration.

We recognize that the best backup plans can come unstuck. If you ever find yourself without your permanent registration, please write to:

As long as we can find you in our customer database, we will happily re-send the information and/or tell you where you can download the latest version of your product. There is no charge for this service.