Refund policy

• A key we can’t issue within 24 hours of payment confirmation is refunded.
• A key that doesn’t work, reported within 30 days of delivery, is replaced or refunded.
• You can cancel at no cost before your key is issued.
• Once a key is issued to your account, the 14-day right to cancel ends for it, because at checkout you asked for delivery straight after payment.
• Refunds go to the original payment method within 14 days, in the currency you paid in.

Under the Consumer Contracts Regulations 2013 (UK) and the Consumer Rights Directive (EU), consumers have 14 days to cancel a contract for digital content that isn’t supplied on a physical medium. That right ends once supply has started at the consumer’s express request and with their acknowledgement that the right will be lost.

We issue keys straight after payment. At checkout you tick a separate, unticked box that reads: “I ask for my keys to be issued straight after payment, and I understand that my right to cancel ends once a key is issued to my account.” This request is separate from agreeing to our terms, and no order can be placed without it. We record its wording and time with your order, and repeat it in your confirmation email and on your invoice.

Supply begins the moment a key is issued to your account. Until then, cancelling costs nothing: write to info@keyterminus.com or use the contact form with your order number. Keys are usually issued within minutes, so a cancellation that arrives later is handled under the rules below.

Asking for immediate delivery doesn’t change your rights when a key isn’t issued, doesn’t work or isn’t as described.

• We couldn’t issue the key within 24 hours of payment confirmation.
• The key is invalid, or was redeemed before it reached you, and no replacement is available.
• The key is for another product, platform, region or edition than the one named on the product page.
• The publisher withdrew the key for a reason that already existed when we issued it and that you didn’t cause.
• You cancelled before your key is issued.

For a key that doesn’t work, we try a replacement first. The steps and what to send are on Key not working?.

We don’t refund a key that has been issued and works as described when:

• you changed your mind or saw a lower price elsewhere;
• you chose the wrong platform, region or edition although the product page named them correctly;
• your device doesn’t meet the system requirements listed on the product page;
• you redeemed the key, or passed it to someone who did.

Changes a publisher makes to a game or service after you’ve redeemed it are governed by the publisher’s own terms.

We pay a refund within 14 days of confirming it to you, to the original payment method and in the currency you paid in. If an order contains several products, only the affected ones are refunded. Refunds are free of charge. Your bank may need a few more working days to show the money on your statement.

Each product on your order page shows its status, including “Refund pending” and “Refunded”, and we email you when a refund is paid.

Please contact us first so we can look into it. If a chargeback is raised for an order whose keys were issued and work as described, we may send the payment provider the order, delivery and reveal records we hold, as set out in the Privacy policy.

Send your order number to info@keyterminus.com or through the contact form. We reply within 1 business day. If you aren’t happy with our answer, see the Complaints policy.