Refunds

• If we cannot deliver a key within 24 hours of payment confirmation, we refund the price you paid for it.
• If a key does not activate and you tell us within 30 days of delivery, we replace it or refund it.
• You can cancel free of charge before your key is issued.
• Once a key has been issued to your account, the 14-day right to cancel no longer applies, because you asked us at checkout to start delivery straight away.
• Refunds are made within 14 days to the original payment method, in the currency you paid in.

The Consumer Contracts Regulations 2013 (UK) and the Consumer Rights Directive (EU) give consumers 14 days to cancel a contract for digital content not supplied on a physical medium, unless delivery has begun with their express request and their acknowledgement that the right is lost.

Keys are issued straight after payment. At checkout you tick a separate box, which is not ticked in advance: “I ask for my keys to be delivered straight after payment and I understand I lose my right to cancel once a key is delivered.” It is separate from accepting our terms and the order cannot be placed without it. We store the time and the wording with your order and repeat it in your confirmation email and on your invoice.

Delivery begins when a key is issued to your account. Until then you can cancel without charge: email info@keyroook.com or use the contact form with your order number. Because keys are usually issued within minutes, a cancellation sent after that point is handled under the rules below.

Giving up the right to cancel does not affect your rights when a key is not delivered, does not work or is not as described.

• The key could not be issued within 24 hours of payment confirmation.
• The key is invalid, or was already redeemed before it was delivered to you, and no replacement is available.
• The key is for a different product, platform, region or edition than the product page stated.
• The publisher revoked the key for a reason that existed when we delivered it and that you did not cause.
• You cancelled before your key is issued.

For keys that do not activate we first try to replace them; see the Key guarantee for the procedure and what we ask you to send.

Once a key has been issued and it works as described, we do not refund it because:

• you changed your mind or found a lower price elsewhere;
• you bought the wrong platform, region or edition when the product page stated them correctly;
• your device does not meet the system requirements shown on the product page;
• you redeemed the key, or shared it with someone who did.

Changes publishers make to a game or service after you redeem it are covered by the publisher’s own terms.

We refund within 14 days of the day we confirm the refund to you. The money goes to the original payment method, in the currency you paid in. Where an order had several products, we refund only the products affected. We do not charge a fee for refunds. Your bank may take a few further working days to show it on your statement.

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

Please contact us first so that we can look into the problem. A chargeback for an order whose keys were delivered and work as described may lead us to send the payment provider the order, delivery and key-reveal records we hold, as described in our Privacy policy.

Email info@keyroook.com or use the contact form with your order number. We reply within 1 business day. If you are not satisfied with our answer, see our Complaints policy.