1. Scope of this policy
This Refund Policy applies to purchases made on KEYPLO, operated by Isma Technology LLC (“KEYPLO”, “we”, “us”). It covers digital products sold on the website, including game keys, gift cards and prepaid codes, game top-ups, subscriptions and other digital items.
It should be read together with our Terms & Conditions, Digital Delivery Policy and Payment Policy. If anything in this policy appears to conflict with mandatory consumer law that applies to you, that law takes priority.
2. Why digital products are different
A digital code or top-up cannot be “returned” like a physical item. Once a code has been shown to you, it can be copied, redeemed or shared, and we usually cannot take it back. For this reason, whether a refund or replacement is possible depends on what has happened to the product, in particular whether it has been:
- delivered – made available in your order details, account or email;
- revealed – displayed or opened by you;
- activated or redeemed – entered on the platform or service it is meant for;
- credited – added as balance, currency or items to a game or platform account;
- consumed – used, fully or partly, for example subscription time or in-game currency already spent.
Our aim is simple: if you did not receive what you paid for, or what you received does not work as described, we will make it right through a replacement or a refund.
3. Cases that may qualify for a refund or replacement
Subject to verification, the following situations normally qualify for a replacement or a refund:
- Non-delivery: your payment was completed but the product was never delivered and the order cannot be fulfilled.
- Technical delivery failure: the order failed on our side, for example an error during automated delivery or a top-up that our system or our supplier could not complete.
- Invalid code: the code we supplied is rejected by the platform as invalid, and you used it on the correct platform and region as described on the product page.
- Previously redeemed code: the platform reports that the code was already used before it reached you, and our checks confirm it.
- Wrong product delivered: you received a different product, region, platform or value from the one shown on your order.
- Failed top-up: a top-up was not credited to the account details you provided, and the details you provided were correct.
- Duplicate charge: you were charged more than once for the same order.
- Product not as described: a material detail on the product page (such as region, platform or edition) was wrong at the time of purchase.
Where a working replacement of the same product is available, we may offer it first. If a replacement is not available or does not solve the problem, we will offer a refund.
4. Cases that usually do not qualify
After a product has been successfully delivered and revealed, redeemed, credited or consumed, the following situations normally do not qualify for a refund:
- Change of mind: you no longer want a product that was delivered correctly and has been revealed or redeemed.
- Wrong product chosen: you bought a different product, edition or value than you intended, and it was delivered as ordered.
- Wrong region or platform: the product page clearly stated the region or platform, and it does not work on your account because your account, device or location is different.
- Incorrect account details: a top-up was sent to a player ID, username, phone number or account that you entered incorrectly.
- Platform-side restrictions: the platform blocks, limits or suspends your account for reasons unrelated to the product we delivered.
- Consumed value: subscription time, credit or in-game items that have already been used.
If you made a mistake before the product was revealed or redeemed, contact us as soon as possible. We cannot promise a refund, but we will check whether the order can still be cancelled or exchanged.
5. Cases that need investigation
Some reports need to be checked with the platform, the supplier or the payment provider before we can decide. This includes:
- a code reported as “already used” after it was revealed in your order;
- a top-up marked as completed by the supplier but not visible in your account;
- a report of an unauthorized transaction, where someone may have used your payment method or KEYPLO account without permission;
- orders held for security verification.
During an investigation we may ask for information such as a screenshot of the error message, the platform and region of your account, the time you tried to redeem the code, or confirmation from the platform. We only ask for what is needed to resolve the case.
If you believe your card or account was used without your permission, contact us and your bank or payment provider right away. Do not share passwords or full card numbers with anyone, including KEYPLO support.
6. Notes by product type
Game keys and activation codes
Check the platform (for example a PC launcher or a console store), region and edition on the product page before buying. Keys that are invalid or were redeemed before delivery may be replaced or refunded after verification.
Gift cards and prepaid codes
Gift cards are often limited to a specific country or currency. Once a gift card has been redeemed and the balance added to an account, it cannot be refunded by us. Invalid or previously used cards are investigated as described above.
Game top-ups
Top-ups are credited to the account details you provide. Please double-check your player ID, server and region. If a top-up fails on our side, you can receive a refund or a new attempt. Top-ups already credited to the account you entered cannot be reversed.
Subscriptions
Subscription codes or memberships that have been activated cannot normally be refunded for unused time, unless the subscription did not work as described or applicable law requires otherwise.
7. How to request a refund or replacement
- Contact support through our support form and choose “Refund or replacement request”. Please do this as soon as you notice the problem.
- Share your order number and describe what happened, including the exact error message if there is one.
- Provide evidence if we ask for it, such as a screenshot of the redemption error. Never send us your account passwords.
- We investigate with the platform, supplier or payment provider where needed and keep you informed by email.
- We resolve the case with a replacement or a refund where the request qualifies, or explain clearly why it does not.
8. Outcomes and timing
- Replacement: a working code or a completed top-up for the same product.
- Refund: returned to the original payment method used for the order. The time it takes to appear depends on your bank or payment provider.
- Partial refund: may apply where only part of an order was affected.
Investigation times vary depending on the product and on how quickly third parties respond. We will tell you if a case is expected to take longer than usual.
9. Fraud and abuse
To protect customers and suppliers, we may decline refund requests that show signs of abuse, for example repeated claims that codes do not work after they were redeemed, false reports of non-delivery, or chargebacks opened for orders that were delivered and used. In such cases we may restrict the related account in line with our Terms & Conditions. This does not affect genuine requests.
If you have a problem with an order, please contact us before opening a dispute with your bank. Most issues can be solved faster directly with our team. See our Payment Policy for more about chargebacks.
10. Your legal rights
Nothing in this policy removes or limits rights you have under consumer protection laws that apply to you and cannot be excluded by contract. In some countries, a consumer’s statutory right to withdraw from a digital content purchase ends once delivery has started with the consumer’s prior express consent and acknowledgement. How these rules apply depends on where you live. Where the law of your country gives you stronger rights, those rights apply.
Questions about this policy? Contact our support team.