On this page
01Scope and your rights
This policy covers digital licences and access purchased from PrimeKeys. It applies alongside the product description and Terms of Service. Digital delivery does not mean “no refunds” in every circumstance. Mandatory rights under the law applicable to your purchase take priority.
Change-of-mind cancellation, missing delivery and a faulty or misdescribed product are different issues. We consider the reason for your request and the rights that apply rather than using a blanket refusal.
02Before you purchase
Check the selected product, licence length, supported platform, requirements, quantity and final price. Ask support about unclear compatibility or activation information before paying. Keep the confirmation and the product details available when you ordered.
For a mistaken selection, contact us as soon as possible and avoid redeeming or sharing the key while it is reviewed. This helps us establish whether it can be cancelled, but does not replace a statutory right with an arbitrary reporting deadline.
03Cooling-off and immediate digital supply
UK and EU consumers generally have a 14-day cancellation period for qualifying distance purchases. For digital content supplied without a physical medium, that period generally runs from the contract being made.
The right can end when supply begins only where the legally required express consent to immediate supply, acknowledgement of losing the cancellation right, and required confirmation have actually been provided. Reading a policy or simply completing payment is not, by itself, proof that these requirements were met. If the conditions for losing the right were not met, any applicable cancellation rights remain. Rights concerning faulty or misdescribed content also remain.
04Missing delivery, incorrect items and duplicates
If payment succeeded but you cannot find the delivery, check the order account, checkout email address and spam folder, then contact support. We will investigate payment and delivery status and arrange access or another appropriate remedy.
Tell us about a duplicate payment, an incorrect item or a key that appears previously used. Do not publish the key as evidence. We may ask for the order reference and relevant payment confirmation with unrelated financial information hidden. A genuinely pending bank authorisation is handled differently from a completed charge.
05Faulty or misdescribed content
Contact us if the supplied digital content is not of satisfactory quality, fit for a purpose you made known and we accepted, or as described, where those rights apply. Explain what happens, the device/software requirements and any reasonable troubleshooting already attempted.
Depending on the applicable law and circumstances, remedies may include repair or replacement within a reasonable time and without significant inconvenience, a price reduction, cancellation or a refund. A used or activated key is not automatically excluded from a valid fault claim. We will not require you to abandon statutory remedies in exchange for support.
06Change of mind and third-party changes
Where a cancellation right has lawfully ended, a refund solely because you changed your mind or selected a clearly described incompatible plan is not guaranteed. We can still review the request and explain any available options.
Game updates, publisher outages and platform account restrictions can affect third-party products. They do not automatically establish either a refund entitlement or an exclusion. We consider the promises made, the licence supplied, the cause of the problem and mandatory consumer rights. There is no general promise that a product is ban-free or will work with every future update.
07How to request cancellation or help
Email [email protected] or use the support page and select “Refund request”. State clearly whether you are cancelling an eligible purchase or reporting a problem. Include your order reference, checkout email, purchase date, product/plan, reason and the outcome you seek.
For a cooling-off cancellation, a clear statement such as “I wish to cancel order [reference], purchased on [date]” is sufficient; you do not have to use our form or provide a reason where the law does not require one. The support page only prepares an email: you must send it. Never include passwords, full card numbers or private keys. Keep a copy of your request.
08Review, payment and timing
We will check the order and explain the proposed resolution or the reason for any refusal. We may request relevant evidence or reasonable troubleshooting; this must not obstruct a valid cancellation or impose an unlawful condition. Submitting a request does not mean a refund has already been issued.
Where statutory cancellation rules require reimbursement within 14 days of being informed of cancellation, that deadline applies. Other statutory refund deadlines apply where relevant. Refunds normally use the original payment method unless you expressly agree otherwise and are not charged for the refund. Bank or provider posting times may differ from the date we issue it. An approved refund or cancellation may revoke the corresponding licence or access.
09Unresolved requests
Reply to the support conversation if a request remains unresolved, identifying the order and the reason you disagree. You can ask for the decision to be reviewed and request the status of an approved refund.
This policy does not prevent you from contacting your payment provider, a consumer authority or a court where you are entitled to do so. We do not require you to waive those rights to receive assistance. Any policy update applies without removing rights attached to an existing purchase.
