Refund policy

Refund & Returns Policy

Effective date: 02/03/2026
Last updated: 02/03/2026

Version 1

This Refund & Returns Policy (Policy) applies to purchases made on togetkey.com (the Site). It explains (A) when and how Consumers may cancel a distance contract within 14 days (where applicable) and (B) how we handle remedies for faulty or non-conforming Digital Content under UK consumer law. This Policy should be read together with our Terms and Conditions.

Company information: The Site is operated by OMNISCIENCE CARE SERVICES LTD (we, us, our), a company registered in England and Wales under company number 13719649, with its registered office at Dept 6378a 126 East Ferry Road, Canary Wharf, London, United Kingdom, E14 9FP. For cancellations, refunds and remedies, contact us at info@togetkey.com.

1. Legal framework
   1.1 This Policy is intended to reflect your rights under:
   (a) the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (SI 2013/3134) (CCR 2013); and
   (b) the Consumer Rights Act 2015 (CRA 2015) (including statutory rights and remedies for Digital Content).
   1.2 Links (for convenience):
   CCR 2013: https://www.legislation.gov.uk/uksi/2013/3134/contents
   CRA 2015: https://www.legislation.gov.uk/ukpga/2015/15/contents
   Regulation 37 (digital content exception): https://www.legislation.gov.uk/uksi/2013/3134/regulation/37
   1.3 Nothing in this Policy limits or excludes your statutory rights. Where this Policy refers to what we “do not” refund, this is always subject to mandatory UK consumer law (including your rights where Digital Content is faulty, not as described, or does not function as required).
2. Definitions and key concepts
   2.1 Consumer means an individual acting for purposes wholly or mainly outside their trade, business, craft or profession.
   2.2 Digital Content includes data supplied in digital form, such as game activation keys, access codes and top-up codes.
   2.3 Key means the alphanumeric code we supply as Digital Content.
   2.4 Supply (or supply occurs) means the moment the Key is first made available to you, for example when it is displayed in your account/order page and/or dispatched to the email address associated with your Order. For the purposes of UK consumer law, supply occurs at that moment.
   2.5 Order means your purchase request submitted through checkout.
   2.6 Working Day means a day other than a Saturday, Sunday, or public holiday in England and Wales.
3. Overview: two different routes
   3.1 There are two main routes that can lead to money back or other remedies:
   (a) Cancellation (change of mind) within 14 days under CCR 2013, but only where the cancellation right still applies; and
   (b) Faulty or non-conforming Digital Content under CRA 2015, which can apply even where cancellation is not available.
   3.2 For Keys and other Digital Content supplied immediately, the cancellation right is commonly lost once supply begins (see section 5). That does not affect your CRA 2015 rights if the Key is defective or not as described.
4. The 14-day cancellation right (where it applies)
   4.1 If you are a Consumer, you generally have 14 days to cancel a distance contract under CCR 2013, subject to exceptions. For Digital Content not supplied on a tangible medium, the cancellation period usually begins on the day the contract is concluded.
   4.2 If cancellation remains available (for example, supply has not begun), you can cancel by emailing info@togetkey.com with a clear statement that you wish to cancel and including your Order ID. You do not need to use any specific wording.
   4.3 When a cancellation is valid, we will refund payments without undue delay and in any event within the timeframe required by CCR 2013. We will normally refund to the same payment method you used, unless we agree otherwise.
5. Immediate supply of digital content and loss of cancellation right
   5.1 Digital Content exception: under CCR 2013, the right to cancel is lost for Digital Content not supplied on a tangible medium once supply begins during the cancellation period, if you have:
   (a) given express consent to supply beginning during that period; and
   (b) acknowledged that you will lose your right to cancel once supply begins.
   5.2 Our checkout is designed to obtain this express consent and acknowledgement for immediate delivery of Keys. If you provide that consent and acknowledgement, and we supply the Key, you will not be able to cancel the purchase simply because you changed your mind.
   5.3 This section does not affect your statutory rights in relation to Digital Content that is faulty, not as described, or does not function as required under applicable consumer law. Nothing in this Policy affects any mandatory consumer rights you may have under applicable law.
6. When cancellation is not available
   6.1 If a Key has been supplied after you requested immediate supply and acknowledged the loss of your cancellation right, cancellation is not available under CCR 2013.
   6.2 Where a Key has been activated, used, or revealed and supply has begun, we do not provide refunds as a “change of mind” cancellation. This is subject to your statutory rights if the Digital Content is faulty or not as described.
   6.3 If you did not request immediate supply and supply has not begun, you may still be able to cancel within the applicable 14-day period (see section 4).
7. Non-delivery, delays, and out-of-stock situations
   7.1 If we take payment but cannot supply a Key (for example due to an out-of-stock situation, supplier fulfilment failure, or a technical issue that prevents delivery), we will cancel the Order and issue a full refund.
   7.2 If delivery is delayed, we will work to resolve it and keep you informed. If it becomes clear that we cannot supply within a reasonable time, we will cancel and refund.
   7.3 You are responsible for ensuring your email address is correct and that you can receive emails (including checking spam/junk folders). If delivery issues arise due to incorrect contact details provided by you or email filtering outside our control, we will still try to assist, but that may affect the time needed to resolve the case.
8. Faulty or non-conforming Digital Content (Consumer Rights Act 2015)
   8.1 Under CRA 2015, Digital Content supplied to Consumers must be as described, of satisfactory quality, and fit for purpose (taking account of all relevant circumstances).
   8.2 If your Key is invalid, already redeemed, duplicated, or otherwise does not match the description on the product page (for example, the wrong platform/edition/region where a specific one was advertised), you may be entitled to remedies.
   8.3 For Keys, the practical equivalent of “repair” is usually replacement (for example, supplying a working Key of the same Product). Where replacement is not possible or is not provided within a reasonable time and without significant inconvenience, you may be entitled to a price reduction or refund, as applicable under CRA 2015.
   8.4 We will not refuse a legitimate CRA 2015 remedy simply because a Key has been supplied or revealed. CRA 2015 rights operate separately from the CCR 2013 cancellation regime.
9. Common situations and how we approach them
   9.1 Invalid Key (does not activate): We will investigate and, if verified, provide a replacement Key or other appropriate remedy.
   9.2 Already-redeemed or duplicate Key: We will investigate with the supplier and/or platform where possible. If verified, we will provide an appropriate remedy (typically replacement).
   9.3 Wrong Product (wrong platform/edition/region): If the Product delivered does not match the description, we will treat it as non-conforming Digital Content and provide an appropriate remedy.
   9.4 Region restrictions and compatibility: If the product page clearly disclosed region locks, activation limits, language restrictions, or platform requirements, and the Key works as described, refunds are not available simply because it does not work on your device, account, or region. This does not affect your rights if the listing was misleading or the Key is defective.
   9.5 Breach of third-party platform rules: If the issue is caused by your breach of platform terms (for example, attempting to circumvent region restrictions where prohibited), this may prevent us from diagnosing the problem and may affect available remedies. We will assess cases fairly and in line with your statutory rights.
   9.6 Suspected fraud or abuse: We may pause handling while we carry out reasonable checks. Where fraud is established, we may refuse remedies and may restrict account access, without prejudice to any rights you may have under mandatory law.
10. Evidence we may request and how investigations work
    10.1 Because Keys are redeemed on third-party platforms, we may need evidence to diagnose the issue. We may ask for:
    (a) your Order ID and the email used for the Order;
    (b) screenshots of error messages, including date/time where possible;
    (c) the platform used (for example Steam/PlayStation/Xbox) and the region/account country setting;
    (d) confirmation of the steps you took to activate;
    (e) any other information reasonably necessary to investigate.
    10.2 You should not share your Key publicly. If we request proof, we will explain what to provide and how to do it safely.
    10.3 In some cases we may need to liaise with suppliers or platforms. This can affect timelines, but we will keep you informed.
11. How to request a cancellation, refund, or remedy
    11.1 Contact info@togetkey.com and include:
    (a) your Order ID;
    (b) a clear description of what happened; and
    (c) any supporting evidence (see section 10).
    11.2 We aim to respond within 7 days. Complex cases may take longer where we must liaise with suppliers or platforms, but we will provide updates and handle matters within a reasonable time.
    11.3 If you are requesting a CCR 2013 cancellation (where available), please state that you are exercising your right to cancel and confirm whether supply has begun to your knowledge.
12. Refund method and timing
    12.1 Where a refund is due, we will refund to the original payment method unless we agree otherwise. We do not offer refunds to a wallet or stored balance because the Site does not operate a wallet feature.
    12.2 For valid CCR 2013 cancellations, refunds will be made without undue delay and within the statutory timeframe.
    12.3 For CRA 2015 refunds (for example where a replacement is not possible or appropriate), we will issue refunds without undue delay after confirming the appropriate remedy, and in any event within the time required by applicable law.
    12.4 Your bank or payment provider may take additional time to credit the funds. We are not responsible for delays caused by third parties once a refund has been processed.
13. Chargebacks and payment disputes
    13.1 If there is a problem with your Order, please contact us first at info@togetkey.com so we can investigate and resolve it.
    13.2 If you raise a chargeback or payment dispute, we may provide evidence of supply/delivery and our investigation steps to the payment provider. We may pause our handling of the case while the dispute is being processed, to avoid duplication or inconsistent outcomes.
14. Model cancellation wording (optional)
    14.1 If you wish to cancel where cancellation is available, you may use wording like:
    “I hereby give notice that I cancel my contract for the supply of digital content. Order ID: [●]. Ordered on: [●]. Email used: [●]. Name: [●]. Date: [●].”
    14.2 You do not need to use this model. Any clear statement is sufficient.
15. Changes to this Policy
    15.1 We may update this Policy to reflect changes in law, our processes, or the Site’s functionality. The version published on the Site at the time of your Order will normally apply to that Order, subject always to your statutory rights.
16. Governing law
    16.1 This Policy and any disputes relating to it are governed by the law of England and Wales, and will be handled in accordance with applicable UK consumer law.