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Legal Document

Chargeback Policy

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Versioned Document

Chargeback Policy

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Version 2026-05-12 Effective 12 May 2026 Platform standard EN
Customer policies

Chargeback Policy

Last updated: 12 May 2026

1. Contact support first

If there is a delivery, activation, billing, or product issue, please contact support before opening a chargeback. Support can check the order, re-send delivery information, replace eligible faulty keys, and escalate supplier issues.

2. Evidence we may use

When a chargeback or payment dispute is opened, we may provide evidence to the payment provider, including order details, invoices, delivery timestamps, licence-key reveal events, download events, order portal access logs, legal acceptance records, customer messages, IP address, user agent, and fraud-screening results.

3. Unauthorised transactions

If you believe a payment was unauthorised, contact your bank or payment provider immediately and also notify support so the order can be investigated and protected.

4. Fraud and account restrictions

False chargebacks, repeated misuse, or attempts to obtain digital goods without payment may lead to order cancellation, account restrictions, supplier reporting, or legal action where appropriate.