Hello corte1,
The most valuable part of our products is the license which is stored on the dongle/key. We don't have access to the licenses on the keys of our users, so we're not able to restore and/or transfer any lost or stolen license to a new key. Also, a online backup is technically not possible. Whoever steals or finds the key can use the license without any restrictions.
Users who lost the key (or whose key has been stolen) will have to purchase a new license. What we can offer our users to meet them halfway in this situation is a replacement license at the reduced price of 50% of the full price of the licensed product(s).
Basically every user is responsible for his keys and licenses himself, we're not obliged to replace any lost or stolen keys at all, like e.g. lost or stolen jewelry wouldn't be replaced unless it's insured. That's why we recommend to insure all products you licensed.
In case a ViennaKey is damaged, users have to send it to our office in Vienna to enable us to take a look at the kind of the damage.
If the user damaged the ViennaKey, he will of course have to pay for the new ViennaKey, a handling fee for the new licenses (EUR 20.00 per contained license) and post and packaging. Please note that we will of course only restore those licenses that were stored on the damaged ViennaKey. If a ViennaKey is registered, it's a lot easier for us to find out which licenses were stored on the Key.
If the ViennaKey breaks within the warranty period (usually two years) without extraneous cause, you'll get the new ViennaKey and the new license for free. This does not apply if the key is not a ViennaKey.
Best,
Paul