Refund, Cancellation and Withdrawal Policy

1. Scope

This Policy applies to digital Products sold by COMPANY NAME OÜ through keyarcade.com, including games, software, subscriptions, gift cards and wallet top-ups.

Mandatory consumer rights take priority over any inconsistent limitation in this Policy.

2. Digital Nature of Products

A Product Code is unique digital content that may be copied or redeemed after disclosure. Once delivered to the Account and email address, it may no longer be possible to verify that it has remained unused without assistance from the relevant Publisher.

This characteristic affects voluntary cancellations but does not remove legal rights where the Product is defective, non-conforming or not supplied.

3. Cancellation Before Delivery

You may request cancellation before the Product Code has been supplied. A cancellation request is not effective merely because an email was sent before you opened the delivery message; automated supply may occur immediately after payment.

If the Order has not yet been accepted or delivered, we will normally cancel it and release or return the payment. If the code has already been supplied, the withdrawal and conformity rules below apply.

4. Statutory Right of Withdrawal

Consumers may have a statutory period in which to withdraw from a distance contract. For digital content not supplied on a tangible medium, that right may be lost once supply begins only where the consumer has expressly requested immediate supply, acknowledged the resulting loss of the withdrawal right and received the required confirmation.

Where the required consent or confirmation has not been validly obtained, the Customer retains any withdrawal rights provided by applicable law.

A withdrawal waiver does not waive rights relating to non-delivery, invalidity, duplication, prior redemption, revocation, misdescription or another lack of conformity.

5. Non-Delivery

Before reporting non-delivery, check the Order page in your Account and the spam, junk and promotions folders of the email address used for the Order.

If the Product Code is not available in the Account or by email within a reasonable time, contact support@keyarcade.com. We will investigate delivery and either supply the Product, provide an appropriate alternative with your agreement, or refund the amount due if fulfilment is not possible.

6. Invalid, Duplicate or Previously Redeemed Codes

Contact us promptly if the Publisher reports that a code is invalid or was redeemed before it was delivered to you.

We may verify the code with the distributor or Publisher. If the Product was non-conforming at delivery, the available remedy may include replacement, correction, price reduction or refund in accordance with applicable law.

A code redeemed after secure delivery by the Customer or by a person to whom the Customer disclosed it is not defective solely because it can no longer be redeemed again.

7. Wrong Product, Platform, Region or Description

If the supplied Product materially differs from the confirmed Order or Product description, contact us before redeeming it where reasonably possible.

If the Product page accurately identified the platform, region, edition, language or compatibility and the Customer selected the wrong Product, a refund may not be available after supply and valid withdrawal waiver. This does not apply where the description was unclear, incorrect or legally insufficient.

8. Revoked Codes

If a Publisher revokes a code after activation, contact us with the Order information and any notice from the Publisher. We will investigate whether the revocation relates to a defect existing at supply, the source of the code, Customer conduct or a Publisher account issue.

Where the Product was non-conforming and the Customer did not cause the revocation, remedies will be provided as required by law.

9. Evidence and Investigation

We may request only information reasonably necessary to assess the issue, including:

• the Order number and Account email;
• the exact error message and the date and time of activation;
• a screenshot showing the relevant platform and error without publicly exposing the full code;
• the platform account region;
• Publisher support correspondence; or
• other information directly relevant to whether the code was valid and unused at delivery.

Do not publish the complete Product Code or send unrelated credentials, passwords or payment-card details.

10. Available Remedies

Depending on applicable law and the circumstances, COMPANY NAME may provide activation assistance, replacement, correction, a proportionate price reduction, cancellation or refund.

Where repair or replacement is legally appropriate, it will be provided within a reasonable time and without significant inconvenience. A refund or price reduction will be provided where required, including when conformity cannot be restored, the problem is sufficiently serious or a remedy has failed.

11. Refund Method and Timing

Approved monetary refunds are normally returned to the original payment method. We will not require store credit instead of a monetary refund where applicable law entitles the Customer to money back.

Refunds will be initiated without undue delay and within any mandatory legal deadline. The bank or card issuer may require additional processing time after the refund is initiated. Currency movements and third-party bank charges may cause the received amount to differ from the Customer’s converted account value, although we refund the amount due in the transaction currency.

12. Chargebacks, Abuse and Contact

Contact us before initiating a chargeback so we can investigate. This request does not restrict legitimate payment or consumer rights.

Fraudulent refund claims, altered evidence, false non-delivery statements or knowingly false chargebacks may lead to Account restrictions and may be reported where legally appropriate.

Submit requests to support@keyarcade.com with the Order number and a concise explanation.