Refund policy

In brief

When the fault is ours, you get your money back. That covers a double charge, a key that never arrived, or a key that fails and cannot be replaced. A change of mind about a working key is not refunded. The key reaches you instantly, and it cannot be recalled.

We always refund

• A second charge for an order you already paid for.
• A payment where your money was taken, no key arrived, and issuing one now cannot put it right.
• A key that does not work at all, when we have no working key to replace it with.

We do not refund

• A key that works but you no longer need. It was delivered instantly, and a sent key cannot come back.
• A key that has been shared, resold or made public. Doing any of these voids it.
• Days you have already used on a plan with a fixed length.
• A product that stops working after a change to software it relies on, when we offer a replacement or an update instead.

Requesting a refund

E-mail [email protected] no later than 14 days after you paid. Give the reference from your payment page or e-mail, and tell us what went wrong. You will hear from us within one business day.

Once approved, the money goes back through PayPal to the card or account you paid with. How long it takes to show up is up to your bank. It is usually five to ten business days.

Chargebacks

See a Paykio charge you do not know? Please e-mail us before you ask your bank to reverse it. Chargebacks take weeks and void the licence. An e-mail to us usually clears things up the same day.

First, try the help page

Our help page covers the usual problems: a missing key, an expired link, or a charge you do not know. It also lists what to include when you write.