1. Your statutory rights come first
This policy does not limit rights that cannot legally be limited. If digital content is faulty, not as described, or does not meet a legally required standard, you may be entitled to a repair, replacement, price reduction, or refund under applicable consumer law.
2. Change of mind and immediate digital delivery
For distance purchases, consumers may normally have a cancellation period. Digital content is different once supply starts. If you expressly request immediate delivery and acknowledge that your cancellation right will be lost when supply begins, a change of mind refund may no longer be available after the licence key, token, download, or access has been revealed or delivered.
If supply has not begun and your statutory cancellation period still applies, contact support immediately. Do not redeem, reveal, download, activate, or otherwise use the product while the request is reviewed.
3. When a refund or remedy may be available
- The product was not delivered after a reasonable opportunity to investigate and resend it.
- The key or access was invalid when supplied and cannot be replaced.
- The product materially differs from its listing.
- The digital content is faulty and repair or replacement is impossible, unsuccessful, or not provided within a reasonable time.
- You were charged more than once for the same order.
- The order was cancelled before delivery and the law or these terms gives you a refund.
- Another mandatory consumer remedy applies.
4. When a discretionary refund is usually unavailable
- You changed your mind after immediate digital delivery began with your consent.
- You bought an incompatible product despite clear requirements in the listing.
- You shared, resold, transferred, redeemed, or misused the delivered item.
- A third party suspended your account because you broke its rules and the product itself was supplied as described.
- You refuse reasonable troubleshooting or verification needed to establish the fault.
These examples do not override mandatory rights and will be assessed fairly in the circumstances.
5. How to request help
Contact [email protected] as soon as possible. Provide your order reference, purchase email, product and variant, date of purchase, screenshots of the error where safe, and the troubleshooting already attempted. Do not publish licence keys, account credentials, or full payment details.
6. Investigation and replacement
We may verify delivery records, key status, activation time, product requirements, and relevant error information. Where repair or replacement is a lawful and proportionate first remedy, we may provide a working replacement. We will not require steps that cause significant inconvenience or unreasonably delay a remedy.
7. Refund method and timing
Approved refunds are sent to the original payment method unless the law requires another method or that method is unavailable. Prime Keys will initiate an approved refund without undue delay and within any legally required deadline. The time for funds to appear after initiation depends on Komerza, the payment provider, and your bank or payment network. Currency conversion and network amounts will be handled according to applicable law and the payment provider's rules.
8. Bundles, partial use, and time-limited licences
If an order contains separable items, a remedy may apply only to the affected item unless the remaining items cannot reasonably be used as agreed. Redeeming or using one component does not remove mandatory rights relating to another component. Expiry of a correctly supplied time-limited licence is not a fault. An undisclosed early expiry, invalid key, or failure to provide the stated period may qualify for a remedy.
9. Cancellation request form
You may cancel by emailing [email protected] with a clear statement. You can use the following wording: “I give notice that I cancel my contract for the following digital content.” Include the product, order reference, order date, purchase email, your name, and the date of the request. A prescribed form is not required if your statement is clear.
10. Evidence, fraud, and account safety
Prime Keys may ask for reasonable proof of purchase and technical information needed to investigate. Do not send passwords, full payment card details, authentication codes, or private keys. Evidence may be shared with Komerza, the relevant supplier, or payment provider only where needed for the investigation, fraud prevention, or a legal claim.
11. Chargebacks and disputes
Please contact [email protected] before starting a payment dispute so Prime Keys has an opportunity to fix delivery or process an eligible refund. This request does not restrict any legal right to contact your payment provider. Fraudulent chargebacks or false statements may lead to relevant evidence being provided to the payment provider and refusal of future service where lawful.
12. Complaints and escalation
Prime Keys will acknowledge a refund complaint and aim to provide a reasoned response after reviewing the available evidence. If you disagree, reply with the missing facts or legal basis you want considered. You may also use any statutory complaint, court, regulator, or payment-provider process available to you. This policy does not impose arbitration or waive a consumer's right to bring a claim in a competent court.