Free buyer protection on every order — here's exactly what that means
No add-on to buy, no tiers, no small print you find out about later. These are the published terms we hold ourselves to — numbers included. All of it is a free commercial guarantee offered on top of your statutory consumer rights: no window, limit or exclusion on this page ever touches those.
Haven't revealed it? 14-day no-questions refund.
Any key or code you haven't revealed yet can be refunded within 14 days, no questions asked — one click in your library (your EU withdrawal right, honored in full).
The terms
Cost
Free on every order, automatically. No add-on, ever.
What it covers
Key invalid or already redeemed · gift-card code empty or invalid · top-up not credited · product materially not as described (wrong platform or region vs the page).
What it doesn't cover
Region mismatch you expressly and separately accepted at checkout · keys revealed and redeemed successfully — unless the item was defective when we supplied it, e.g. a key the publisher later revokes over its sourcing: that stays covered by your statutory rights below · buyer's remorse on delivered digital goods.
Report window
30 days from delivery for game keys and gift cards; 48 hours for top-ups (verifiable against the supplier receipt). Missing a window closes this fast lane only — your statutory rights below carry no report deadline, ever.
First response
Within 24 hours, from humans, via the support form.
Resolution
Replacement first where stock exists; otherwise a full refund. Decision within 72 hours of us confirming the claim.
Refund method
Original payment method, visible in 5–10 business days depending on your provider.
Evidence
A screenshot of the activation error speeds things up, but it is never a condition of your claim — for the first year after delivery the law puts it on us to prove the item was fine. We will never ask for video proof or phone verification.
Fair-use limits
3 approved claims per rolling 365 days, €500.00 total per rolling 365 days — published here, not buried. This caps the free fast lane only, never your statutory rights below.
Key storage
Your library is kept for the life of your account, minimum 5 years.
All of this is extra — your legal rights sit underneath, untouched
Everything on this page is a free commercial guarantee offered in addition to your statutory consumer rights — never instead of them. As an EU/EEA consumer you have a legal guarantee of conformity for at least two years from delivery (longer where your country's law provides), with no report deadline attached: an item that was already defective when we supplied it — a top-up problem you report on day 3, or a key a publisher revokes months after you redeemed it because of how it was sourced — stays ours to fix with a replacement or refund, even when every window and limit on this page has passed. The details are in sections 11 and 12 of our terms.
Making a claim — three steps
Tell us
Use the support form with your order number and what went wrong. First human response within 24 hours.
We check
We verify the key or top-up against the supplier record. A screenshot of the error helps speed things up — it's optional, never a condition of your claim.
You're made whole
Replacement where stock exists, otherwise a full refund — decided within 72 hours of confirming the claim.