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. We reply to all requests within 24 business hours, 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