Refund Policy

This policy explains when we replace or refund a licence key. It forms part of our Terms & Conditions.

The short version

If a key doesn’t work, we fix it — we replace it, or refund you if we can’t. If the key works and you simply changed your mind, we can’t take it back, because a licence key cannot be un-redeemed once it has been revealed to you.

1Your right of withdrawal, and why it ends at delivery

Consumers in the EU normally have 14 days to withdraw from a distance purchase. For digital content supplied immediately, that right ends once supply has begun — provided you gave your express consent to immediate supply and acknowledged that you would lose the right of withdrawal.

At checkout you are asked to give exactly that consent before paying. Once you do and the key is shown to you or sent to you, the 14-day right of withdrawal no longer applies. This is why we cannot accept “changed my mind” returns.

If you do not give that consent, we cannot deliver the key immediately, and your order cannot proceed.

This does not affect your statutory rights where a key is faulty or not as described. Those rights are set out below and cannot be waived.

2What we will always put right

Contact us and we will replace the key or refund you if:

• The key does not work — it is rejected as invalid, expired or already used.
• The key was already redeemed before it reached you.
• The key does not match the product page — wrong edition, wrong platform, wrong region, wrong duration, or fewer activations than stated.
• The key never arrived and is not in your account.
• You were charged twice for the same order.

Our first step is normally a replacement key. If we cannot supply a working replacement within a reasonable time, you get a full refund.

3What we cannot refund

• Change of mind once the key has been delivered.
• Buying the wrong product where the product page stated what it was — please check the edition, platform and region before ordering.
• Your device not meeting the stated requirements.
• A key you have redeemed successfully and then stopped wanting.
• Problems with the software itself — bugs, an update you dislike, or the publisher changing or discontinuing a service. Those are matters for the publisher.
• Loss of a key through your own account being compromised, where that was not our doing.

4How to claim

Contact us within 30 days of purchase, through the Support section of your account or at [email protected]. Please include:

• your order number;
• which key is affected;
• what happened, and the exact error message — a screenshot is ideal.

The error message matters: it usually tells us immediately whether a key is invalid, region-locked or already redeemed, and it is the difference between a fix in minutes and a long exchange.

We aim to respond within one business day. Claims after 30 days are considered where your statutory rights still apply.

5How refunds are paid

Refunds go back to the original payment method. We do not refund to a different card, account or person.

Once we approve a refund we issue it immediately. Your bank or card issuer then decides when it appears — typically 5 to 10 business days. Where VAT was charged, it is refunded with the purchase price.

6Chargebacks

If something is wrong, please contact us first — it is almost always faster than a chargeback. Raising a chargeback without contacting us may lead to the key being deactivated where the publisher allows it, and to your account being suspended while the dispute is resolved.

7If you are not satisfied

If you are not satisfied with how we handled a complaint, you can contact the Bulgarian Commission for Consumer Protection or the European Consumer Centre in your country. Consumers resident in the EU keep the protection of the mandatory consumer law of their own country.

8Contact

Void Digital Ltd, ul. "Ranni List" 10, 4000 Plovdiv, Bulgaria — [email protected].