Refunds & Cancellation

This policy explains when you can cancel, when we replace, when you can get your money back, and how long it takes. It forms part of our Terms of Service.

Your 14-day right to cancel

When you buy online you normally have 14 days to change your mind, for any reason, and get a full refund. This is your legal right under the Consumer Contracts Regulations 2013.

Digital content is different. That right ends as soon as we start delivering — but only if, before we deliver, you asked us to deliver immediately and acknowledged that doing so would end your right to cancel.

That is what the confirmation box at checkout is. We record the date and time you ticked it, and we repeat it back to you in your order confirmation email so you have a copy.

So, in practice

Before we deliver

You can cancel and get a full refund, for any reason. Email [email protected] with your order number. Because delivery is instant and happens within seconds of payment, this window is often very short.

After we deliver

Because you asked for immediate delivery, the 14-day right no longer applies. That does not leave you without protection — everything below still does.

We replace before we refund

If something is wrong with what we supplied, our first remedy is to replace it. Where a replacement is available, that is what you get. We do not refund a product we can replace.

This is also how the law treats digital content. Under the Consumer Rights Act 2015 you are entitled to a repair or replacement first, and to your money back where a replacement is impossible, or where we cannot provide one within a reasonable time and without significant inconvenience to you. If we cannot replace it, we refund it.

Securing what you buy is your responsibility

Every account we supply comes with access to the email address it was created with, so that you can take control of it. Changing the password and the recovery details is the first thing you should do, and you have 12 hours from delivery to do it.

Changing them is how the account becomes solely yours. Until you do, it is still in the state we delivered it in, and the delivery message in your inbox is itself a working set of credentials — forwarded, screenshotted or opened on a shared device, it is as good as the account.

We are responsible for an account being exactly what we described when we delivered it. Once you have secured it, what happens to it is something we can look into. If it was never secured, there is no way to establish what happened to it after it reached you, and that is why we cannot treat it as a fault in the product.

If an account becomes inaccessible after that window and you had not secured it, we will not replace or refund it. The same applies to a licence key: once a key has been revealed it is yours to look after, and a key you have published, shared or allowed someone else to redeem is not a key that failed.

What we need to look at a claim

We cannot act on a claim we cannot assess. Email us your order number, what went wrong, and when it happened — with whatever you have:

A screen recording running from your first use of the product to the problem happening. This is by far the most useful thing you can send and the fastest route to a replacement.
Timestamped screenshots of the failure, including the exact error message shown.
Any notification you received about a password, email or recovery change — forwarded with its original headers if you still have it.
For a licence key, the exact wording the vendor’s redemption page gave you.

We will tell you within one hour whether we need anything else. A claim sent with no supporting evidence at all is held until we have some, and we may decline one where what you send shows the problem was caused after delivery by something other than the product.

Claims must reach us within the warranty period shown on the product page for what you bought.

When we replace or refund

Within that warranty period, we will put it right if:

What you received does not work. An account that will not sign in, a key that is invalid or already used, a service that was not carried out.
What you received is not what was described. If the product page said one thing and you got another, that is on us.
An account became inaccessible through no fault of yours within the warranty period, and you had secured it as above.
We could not deliver. If we cannot supply your order, we refund it in full without you having to ask.
You were charged twice for the same order.

In each case we replace first and refund where we cannot replace. These are your legal rights under the Consumer Rights Act 2015 — that digital content must be of satisfactory quality, fit for purpose, and as described — and nothing in this policy limits them.

When we will not refund

You changed your mind after we delivered, having asked for immediate delivery.
You did not secure the account within 12 hours of delivery, and it was lost or taken afterwards.
A replacement is available. We supply the replacement instead.
You cannot evidence the problem and what you have told us is not consistent with our delivery records.
You bought the wrong product and it has already been delivered and used. Ask us before buying if you are unsure — we would rather answer a question than process a refund.
What you bought has been shared, published or resold, contrary to our Terms of Service.
You lost access through your own use of it — a ban, a suspension or a lockout caused by how the product was used after it reached you.
A third-party vendor has changed or discontinued their product after you received a working one.
The claim arrived after the warranty period shown on the product page.

Age

Our products are sold to adults. You must be 18 or over to buy from us on your own account. If you are 13 to 17, you may only buy with the permission and supervision of a parent or guardian, who takes responsibility for the purchase. We do not knowingly sell to anyone under 13. The full rule is in our Terms of Service.

If we have reason to believe a buyer is under 18 and ordering without that permission, we may ask for proof of age before we deliver, decline or cancel the order and refund it, and decline to supply in future. Keeping payment details out of reach of children is something only the account holder can do, and we would far rather stop a sale before delivery than argue about one afterwards.

How to ask

Email [email protected] with your order number, what went wrong, and your evidence. You do not need an account, and you do not need a form.

We aim to reply within one hour. Support is available 24 hours a day, every day.

How long a refund takes

Once we agree a refund, we process it within 5 working days to the payment method you used. How long it then takes to appear depends on your bank or card issuer, usually a further 3 to 5 working days.

We refund the full amount you paid, including any discount applied — a discount code used on a refunded order is not returned to you, because the sale did happen and was reversed.

Chargebacks

If you believe a charge is wrong, please contact us first. We can almost always resolve it faster than your bank can, and we keep a record of every order, delivery and message so we can show you what happened. Raising a chargeback without contacting us may mean we cannot supply you in future.

If we cannot agree

Email [email protected] and we will look at it again. If we still cannot resolve it, you can take the matter to alternative dispute resolution or to court. None of this affects your statutory rights.