Refund and Returns Policy

Last updated: September 22, 2026

1. Why digital keys are different

We sell activation keys, not physical goods. There is nothing to send back. Once a key has been revealed and redeemed, the product has been consumed in full — which is why the conditions below distinguish a key that does not work from a key that works but is no longer wanted.

2. When we refund

Because our products are digital and delivered instantly, refunds are subject to verification. A refund may be issued where:

  • a key is verified by us as unusable and our support team is unable to resolve the issue;
  • a key was not delivered to you after your payment was confirmed;
  • we cancel your order ourselves — for example because of a pricing error or because the product is no longer available from our supplier.

Where a key is faulty, we will offer you a working replacement or a refund. The choice is yours.

3. When we do not refund

No refund is granted for a key that has been successfully activated and is functioning. In addition, we cannot refund:

  • a game bought by mistake and then redeemed;
  • a key redeemed on an account registered in a region other than the one stated on the product page;
  • a key you shared, resold, or entered on someone else’s account;
  • a game removed from a subscription catalogue by its publisher after your purchase;
  • a platform account suspended or closed for reasons unrelated to us;
  • a purchase made with a payment method you were not authorised to use.

4. Reporting a key that does not work

Do not retry a rejected key repeatedly — some platforms temporarily block the redeem screen after several failed attempts. Instead, contact us at support@instant-key.com with:

  • your order number;
  • the exact error message shown by Steam, Xbox or PlayStation — a screenshot is ideal;
  • the platform and the account region you tried to redeem on.

We verify the key on our side and come back to you. Our support team is available Mon – Sun / 9:00 AM – 8:00 PM, and key problems are handled first.

5. Activation region

The activation region that applies to a key is stated on its product page. Check it against the country your platform account is registered in before ordering. A key rejected because it was redeemed on an account from a different region is not treated as a faulty key, so please raise any doubt with us before you reveal it — an unrevealed key can still be sorted out.

6. Pre-orders

You may cancel a pre-order for a full refund at any time before the key is sent to you. Once the key has been delivered, the conditions in sections 2 and 3 apply as they do to any other key. If a publisher cancels a game you pre-ordered, we refund you automatically.

7. Subscriptions and gift cards

Subscription keys (PS Plus, Xbox Game Pass) and platform gift cards follow the same rules: refundable where the code is verified as unusable or was never delivered, not refundable once it has been applied to an account. A subscription that has started running cannot be reversed by us — only the platform can do that, under its own rules.

8. How a refund reaches you

Approved refunds are returned to the payment method used for the order. Once we confirm a refund, your bank or payment provider typically takes 5 to 10 business days to show it on your statement. That delay is on their side.

9. If we cannot agree

Contact us first — most cases are settled in a message or two. If you remain dissatisfied, you keep every right your local consumer law gives you, and nothing in this policy takes those rights away.

10. Contact

Email: support@instant-key.com
Phone: +1 917-947-0294

Instant Key Software LLC
30 N Gould St Ste R
Sheridan, WY 82801
United States