Summary. We will refund you if your key was not delivered, if you paid twice, if your key has not been activated and you bought it no more than 24 hours ago, or if the product does not work because of a problem on our side that we could not fix. Refund requests must be made within 24 hours of purchase, unless the law sets a longer period. Open a ticket with Support — we will acknowledge it within 3 business days, decide within 10 calendar days and send the money within 10 calendar days of the decision.
1. General
1.1. This policy explains how refunds work for licenses purchased from Xernel (“we”, “us”) and forms part of our Terms of Service.
1.2. This policy does not limit any rights you have by law, including under the Consumer Rights Directive (2011/83/EU), the Digital Content Directive ((EU) 2019/770) and the mandatory consumer protection rules of your country of residence. Where the law gives you more, the law applies.
1.3. Under the Consumer Rights Directive, the 14-day right of withdrawal for digital content ends once supply has begun if the consumer gave express consent and acknowledged losing that right (Art. 16(m)). You give this consent at checkout by ticking the corresponding box before payment, and the key is delivered immediately after payment is confirmed. If for any reason that consent was not obtained, you keep your statutory 14-day right of withdrawal.
2. When You Are Entitled to a Refund
- Non-delivery. Your license key has not arrived by email and is not shown on your order page within 24 hours of payment confirmation — full refund.
- Duplicate purchase. You paid for the same product twice by mistake and the extra key has not been activated — full refund of the duplicate.
- Cancellation before activation. Your key has not been activated and no more than 24 hours have passed since purchase — full refund.
- Unfixable technical defect. The product does not work on a system that meets the published requirements, for reasons on our side, and our support could not resolve the issue within 5 business days of your request. You may choose a license extension, a replacement product or a refund — in full if you could not meaningfully use the product, otherwise in proportion to the unused term, unless the law (including the Digital Content Directive) entitles you to more.
- Any other case where a refund is required by law.
3. When Refunds Are Not Given
Unless the law requires otherwise, we do not give refunds:
- for a change of mind after the key has been activated and the product used;
- for restrictions or bans of a game account by a game publisher or platform — this risk is explained in our Terms and Disclaimer;
- where your system does not meet the requirements published on the product page before purchase;
- for short periods of unavailability compensated by a license extension under section 6 of the Terms;
- where we stop selling or supporting a product or close the project — at our discretion we may offer a transfer to another product;
- where a license was terminated for breach of the Terms (resale, fraud, etc.).
4. Deadlines for Requests
- refund requests on any ground must be made within 24 hours of purchase;
- except where the law sets a longer period (for example, non-delivery of the key or lack of conformity of digital content under the Digital Content Directive (EU) 2019/770) — in those cases the statutory period applies.
5. How to Request a Refund
Open a ticket on our Support page with your order number, the email used at checkout and a description of the problem (for technical issues: OS version, error text, screenshots). If you disagree with the support outcome, send a written claim to legal@xernel.cc as described on our Pre-Trial Dispute Resolution page.
6. Review and Payout Times
- acknowledgment — within 3 business days;
- decision — within 10 calendar days;
- payout — initiated within 10 calendar days of the decision, to the original payment method. The time for funds to reach you also depends on the payment provider and your bank.
If a refund to the original method is not technically possible (for example, for some Card2Crypto transactions), we will agree an alternative with you. Where a refund results from our error, we do not pass provider fees on to you.
7. Chargebacks
Please contact us first — it is almost always faster. If you open a chargeback for a key that has already been delivered and used, the license may be suspended until the dispute is resolved. This does not limit your rights under the law or card-scheme rules.
8. Contact
Refund requests: on-site tickets. Written claims: legal@xernel.cc.