Refund Policy

This policy explains when we replace or refund a key. It does not affect your statutory rights.

Keys that do not work

If your key is invalid, has already been used, or does not activate, email us within 7 days of delivery with your order number and the proof listed below.

Proof we need

Game publishers investigate activation problems, so we need the proof they ask for. For Steam keys, please send four separate screenshots:

1. The key entered on the Steam activation page (store.steampowered.com/account/registerkey).
2. The error message shown when you try to activate the key.
3. Your Steam Licenses and Product Key Activations page (store.steampowered.com/account/licenses).
4. Your Steam account details page showing your country or region (store.steampowered.com/account).

Each screenshot must show your entire screen, including the taskbar with the current date and time visible. Please do not crop the screenshots or send photos of your monitor taken with a phone. Screenshots that do not meet these conditions may be refused by the publisher and could delay your claim.

We recommend taking these screenshots at the moment you redeem each key, so the proof is ready if something goes wrong. When we receive your screenshots, we send them to our supplier and the publisher for confirmation, and then replace the key or refund you. For keys on other platforms, we will tell you what is needed. If you cannot provide the proof, contact us anyway and tell us what other evidence you have. This does not affect your statutory rights.

Region mismatch

Each product page shows where the key activates. If a key fails only because it is not valid in your region or account, and you confirmed compatibility when you ordered, we may not be able to refund it.

Change of mind

Your keys are delivered immediately. You ask for immediate delivery when you place your order, and you acknowledge that once the key has been delivered you lose your right to cancel. We cannot refund a key that works because you changed your mind.

Orders we cancel

If we cancel an order, for example because of a pricing error or suspected fraud, we refund you in full.

How refunds are paid

Refunds go back to the payment method you used. The time it takes to appear depends on your payment provider. We aim to process an approved refund within 5 working days.

Contact

Email support@qodegames.com with your order number. Our company is QODE GAMES LTD, registered in England and Wales, company number 17542048, registered office 128 City Road, London EC1V 2NX, United Kingdom.