Complaints and Dispute Resolution Policy

1. Contacting Us First

We encourage Customers to contact us promptly so that an issue can be investigated and resolved directly.

Complaints should be sent to support@keyarcade.com.

2. Information to Include

• the Order number;
• the email address used for the Order;
• a concise description of the issue;
• the remedy requested; and
• relevant screenshots, error messages or Publisher correspondence.

Do not send a complete payment-card number, card security code, password or unrelated identity document.

3. Acknowledgement and Review

We will review the complaint fairly, consider relevant evidence and may request proportionate additional information.

The Customer will not be required to obtain evidence that is impossible or unreasonably burdensome where COMPANY NAME or its fulfilment provider can reasonably verify the relevant fact.

4. Response Time

For consumer complaints governed by Estonian law, COMPANY NAME will provide a written response no later than 15 days after receiving the complaint.

If the matter cannot be fully resolved within that period, the response will explain our position, any information still needed and the proposed next step.

5. Possible Outcomes

Depending on the issue and applicable law, an outcome may include an explanation, activation assistance, correction, replacement, price reduction, cancellation, refund, Account restoration or rejection of an unsupported claim with reasons.

6. Payment Disputes

Customers should contact us before starting a chargeback where practical. This gives us an opportunity to investigate but does not restrict legitimate card or consumer rights.

We may provide the bank or card network with Order, delivery and communication records necessary to answer a dispute, in accordance with the Privacy Policy.

7. Consumer Disputes Committee

If a dispute between a consumer resident in Estonia and COMPANY NAME OÜ cannot be resolved directly, the consumer may apply to the independent Estonian Consumer Disputes Committee.

Consumer Disputes Committee, Endla 10A, 10122 Tallinn, Estonia. Website: https://ttja.ee/en/consumer-disputes-committee.

8. Cross-Border Consumers

Consumers resident in another European Union or European Economic Area country may seek assistance from the competent consumer advice or alternative dispute-resolution body available in their country, subject to that body’s jurisdiction.

The former European Online Dispute Resolution platform has been discontinued and is not presented as an available complaint channel.

9. Court Proceedings and Records

Nothing in this Policy prevents either party from bringing a claim before a competent court or exercising another mandatory remedy.

Complaint records are retained for the period reasonably necessary to resolve the matter, meet legal obligations and establish or defend claims, as described in the Privacy Policy.