Refund Policy

Digital products

All products we sell are digital. Because digital products are supplied immediately once prepared, refund eligibility depends largely on whether the product has been delivered or revealed, and whether there is a fault with what was supplied.

Order cancellation

You can ask us to cancel an order before the digital product has been released to you. Contact support with the order number as early as possible.

Delivered digital products

Once a key, credential set or link has been revealed, it is generally treated as supplied. Where a fault is identified with what was supplied, we will look at replacement or refund.

Undelivered orders

If we cannot supply the exact variant you ordered, we will tell you and arrange a replacement or refund of that item.

Incorrect products

If you receive a product that does not match the variant you ordered — wrong platform, region, duration, edition or delivery type — contact support and we will correct it.

Invalid keys

If a supplied key will not redeem, report it through your order with the error message shown by the platform. We investigate and, where the key is at fault, arrange a replacement or refund.

Account access problems

If supplied account access does not work as described in the instructions, contact support before changing any account settings so we can investigate.

Activation problems

If an activation or gift link fails, report it with the exact message shown by the service. Do not share the link elsewhere while we investigate.

Duplicate orders

If you accidentally place the same order twice, tell us before the second order is prepared and we will look at cancelling it.

Refund request process

Refund requests are raised through support, from the order itself where possible so the exact product and delivery reference are attached automatically.

Processing status

Requests move through clearly labelled states so you can see where yours is.

Approved refunds are returned once payment processing is available; until then a request can be reviewed and approved but not paid out.

• Refund requested
• Refund review
• Refund approved
• Refund declined
• Refund processing
• Refunded

Contact support

Raise any refund question through the support centre, including your order number.