Refund, Cancellation and Withdrawal Policy

This Policy explains when an Order may be cancelled, when a refund or replacement is available, and how statutory rights apply to immediately supplied digital content.

1. Scope

This Refund, Cancellation and Withdrawal Policy (the “Refund Policy”) applies to Digital Products sold by PRENKORO OÜ through prenkokeys.com, including games, software, subscriptions, gift cards and wallet top-ups.

This Refund Policy forms part of the Terms and Conditions. Capitalised terms have the meanings given in the Terms unless defined here. Nothing in this Refund Policy limits a mandatory consumer right that cannot lawfully be excluded.

2. Nature of Digital Products

A Digital Product is supplied electronically and can generally be copied, disclosed or redeemed immediately. Once a valid key or code has been made available, PRENKORO ordinarily cannot verify that it remains secret or revoke it for resale. This affects voluntary cancellation rights but does not remove remedies for non-supply or lack of conformity.

Orders are delivered to the Customer’s Account and by email. Because delivery is automatic, the period during which an Order can be cancelled before supply may be very short.

3. Cancellation Before Supply

A Customer may ask to cancel an Order before the Digital Product has been made available in the Account or sent by email. Cancellation is not guaranteed because fulfilment begins automatically after successful payment and any required verification.

If we receive and process the cancellation before supply begins, we will cancel the Order and initiate a full refund. We may also cancel an unsupplied Order because of unavailability, failed verification, payment problems, an obvious error, territorial restrictions, fraud risk or legal requirements.

If payment was only authorised but not captured, the authorisation may be released rather than refunded. Release timing is controlled by the card issuer or payment institutions.

4. Right of Withdrawal for Digital Content

Consumers in the European Union and other jurisdictions may ordinarily have a statutory period in which to withdraw from a distance contract. For digital content not supplied on a tangible medium, that right may be lost once supply begins if the consumer has first:

• expressly consented to performance beginning during the withdrawal period;
• acknowledged that the right of withdrawal will be lost when supply begins; and
• received confirmation of that consent and acknowledgement on a durable medium.

Prenkokeys will obtain this consent through a separate, unticked checkbox before the Order is submitted and will confirm it in the order confirmation email. Supply begins when the Digital Product is made available in the Account, sent by email or otherwise made accessible.

After valid immediate supply has begun, a Customer cannot withdraw solely because they changed their mind. If the required consent, acknowledgement or confirmation was not properly obtained, the Customer retains the rights provided by applicable law.

5. When a Remedy Is Available

Subject to reasonable verification, a replacement, price reduction or refund may be available where:

• the accepted Order was not supplied within a reasonable time after the Customer notified us of non-delivery;
• the key or code was invalid when supplied;
• the key or code had already been redeemed before it was supplied to the Customer;
• the Digital Product supplied is not the title, edition, platform, region, duration, currency or denomination shown in the accepted Order;
• the Product materially lacks functionality, compatibility or characteristics expressly promised on the Product Page;
• a duplicate payment was collected for the same Order; or
• applicable law otherwise requires a remedy for non-conforming digital content or service.

Where reasonably possible and lawful, we will first bring the Digital Product into conformity or provide a replacement without charge and within a reasonable time. A proportionate price reduction or termination with refund is available where correction or replacement is impossible, disproportionate, unsuccessful, not provided within a reasonable time, causes significant inconvenience, or where the lack of conformity is sufficiently serious to justify an immediate remedy.

6. When a Voluntary Refund Is Normally Unavailable

Once a valid Digital Product has been supplied after the required consent, we normally do not provide a voluntary refund where:

• the Customer changed their mind;
• the Customer ordered the wrong game, software, edition, platform, operating system, region, language, currency, denomination or subscription period;
• the Customer’s device, software, Account or internet connection does not meet requirements disclosed before purchase;
• the Customer already owns the Product or cannot add it to an existing third-party Account;
• the key or code was activated, redeemed, shared, resold, published or disclosed to another person;
• the Customer is located outside the disclosed activation region or uses an ineligible platform Account;
• the price was reduced after purchase;
• the Customer was banned, suspended or restricted by a publisher or platform for reasons not caused by the supplied key;
• a valid activation succeeded but the underlying game, software or third-party service later experienced bugs, outages, content changes or performance issues not caused by a lack of conformity for which PRENKORO is responsible; or
• the request is fraudulent, abusive or unsupported after a reasonable investigation.

This Section does not override a mandatory legal remedy. Each request is assessed on its facts and the law applicable to the Customer.

7. Invalid or Previously Redeemed Keys

If a platform reports that a key is invalid or was previously redeemed, contact info@prenkokeys.com without undue delay and do not continue repeated activation attempts. Include:

• the Order number and Account email;
• the exact key or Product concerned, using a secure support channel if one is provided;
• a clear screenshot showing the complete error, platform and date or time;
• the activation region and platform Account region; and
• where reasonably necessary, confirmation from the platform’s support stating the status or prior redemption time of the code.

We will not request evidence that is irrelevant or disproportionate. We may verify the key’s supply and redemption status with technical suppliers or the relevant platform. If the key was invalid or previously redeemed before delivery, we will provide a replacement or, where an effective replacement cannot be supplied within a reasonable time, a refund.

8. Wrong Product Supplied

If we supply a Product different from the accepted Order, notify us promptly and do not activate the incorrect code. We will provide the correct Product or refund the affected amount if correction is impossible or cannot be completed within a reasonable time.

Knowingly activating a clearly incorrect Product after discovering the mismatch may affect the available remedy to the extent permitted by law, particularly if activation prevents replacement or recovery.

9. Non-Delivery

Because an Account is mandatory, first check the relevant Order in the Account as well as inbox, spam, junk and filtered email folders. Confirm that the Account email address is correct.

If the Digital Product is absent from both the Account and email, contact us. We will investigate and, where necessary, resend or make the Product available. If we fail to supply without undue delay after being requested to do so, or within an agreed essential delivery time, the Customer may terminate the affected contract and receive a refund where applicable law permits.

10. Gift Cards and Wallet Top-Ups

A valid gift card or wallet top-up is normally not refundable after its code has been supplied, revealed or redeemed. Partial use, transfer to an incorrect eligible Account, issuer exchange-rate differences and dissatisfaction with the issuer’s catalogue are not grounds for a voluntary refund.

A remedy remains available if the code was invalid, previously redeemed before delivery, had the wrong denomination or currency compared with the accepted Order, or otherwise failed to conform. Issuer-specific region, Account and balance restrictions disclosed before purchase remain the Customer’s responsibility.

11. Subscriptions

A subscription code is treated as supplied digital content. A valid code is normally not refundable after supply or redemption because of a change of mind, an existing subscription, stacking restrictions or an ineligible Account where those requirements were disclosed.

If a code supplies a shorter duration or different subscription tier than ordered, or is invalid, we will investigate and provide the remedies described in Section 5. Platform auto-renewal, cancellation and billing after redemption are controlled by the relevant platform unless the Product Page expressly states otherwise.

12. How to Request a Remedy

Email info@prenkokeys.com from the address associated with the Account. State the Order number, Product, issue, date discovered, requested outcome and supporting evidence. Do not send passwords, full payment card details or unnecessary identity documents.

Customers should report a problem without undue delay after discovery. We recommend initial contact within seven days after delivery because delayed reporting can make code-status verification more difficult. This recommendation does not shorten any mandatory statutory claim period.

We may ask reasonable follow-up questions. Failure to cooperate with a proportionate investigation may delay the decision, but we will not use unnecessary requests to obstruct a valid claim.

13. Refund Method and Timing

Approved monetary refunds are issued to the original payment method unless the Customer expressly agrees to another method and incurs no fee as a result. Store credit may be offered as an optional alternative but will not replace a required monetary refund without agreement.

We will initiate a legally required refund without undue delay and, where the applicable rule sets that limit, no later than 14 days after the Customer becomes entitled to termination or refund and provides information reasonably necessary to process it. The Customer’s bank or card issuer controls the time required for the funds to appear after initiation.

We refund the price of the affected Digital Product and any amount that applicable law requires. Bank conversion differences, card-issuer fees and charges not retained by PRENKORO are outside our control, except where the law requires otherwise.

14. Fraud, Abuse and Chargebacks

We may refuse a voluntary refund and suspend an Account where there is reasonable evidence of altered screenshots, false claims, code disclosure, duplicate reimbursement, Account manipulation, unauthorised payment use or other fraud. This does not permit us to reject a valid mandatory claim without proper assessment.

Please contact support before initiating a chargeback. If a chargeback is already pending, we may pause a parallel refund to avoid duplicate recovery and may provide relevant transaction, consent and delivery records to the payment service and card networks. Nothing in this Section removes a Customer’s lawful right to dispute an unauthorised or unresolved card transaction.

15. Complaints and Contact

Refund complaints should be sent to info@prenkokeys.com. Include the information listed in Section 12. We will provide a written response within the period required by applicable law and, for complaints governed by Estonian consumer law, within 15 days.

If an eligible Estonian consumer cannot resolve the dispute directly with PRENKORO, information about the Consumer Disputes Committee is available at ttja.ee/en/consumer-disputes-committee. These procedures do not prevent either party from using a competent court.