Complaints

Write to info@keyterminus.com or use the contact form, and include:

• your name and the email address on the order;
• the order number, if it concerns an order;
• what went wrong, with a screenshot of the error if a key won’t activate;
• what you would like us to do about it.

Support hours are Mon–Fri, 09:00–18:00 (GMT).

1. We confirm receipt within 1 business day and tell you who is handling it.
2. We investigate, which can include checking a key with our distribution partner.
3. Within 14 days we send a full answer: what we found and what we will do. If it takes longer, for instance while a publisher checks a key, we explain why and when you will hear from us.

Reply to our answer and ask for a review. Someone else in the team looks at the complaint again and replies within 14 days.

If we still disagree, you can turn to the consumer advice service where you live: Citizens Advice in England, Wales and Scotland, Consumerline in Northern Ireland, or the European Consumer Centre in your EU country. You may also go to court, as explained under governing law in the Terms and conditions.

Complaints about the use of your personal data can also go to a data protection authority, as described in the Privacy policy.

We keep each complaint and our answer for 24 months, so we can follow up and fix what went wrong.