Updated June 11, 2026
Refund policy
This policy describes how Keyndo reviews refund requests for digital goods, internal balance charges, delivery problems, duplicate codes, wrong-region purchases, and suspected abuse.
1. Case-by-case review
Digital goods are intangible and can often be copied or redeemed immediately after reveal. Because of that, Keyndo does not treat every request as an automatic refund. Support reviews the order state, key status, reveal history, wallet ledger, product page information, buyer evidence, security signals, and the timing of the claim before deciding what action is reasonable.
2. Issues that may qualify for review
Support may review an order if the key was not delivered, the order was charged twice because of a technical issue, the delivered code is demonstrably invalid, the code is a duplicate already sold through the store, the product materially differs from the catalog description, or store records show a delivery, security, inventory, or refund-handling problem.
3. Store balance refund method
When a refund is approved, Keyndo may credit the buyer non-withdrawable internal store balance rather than sending money outside the store. This keeps the refund inside the same store-balance system used for purchases. A balance refund does not convert the wallet into a withdrawal service, bank account, electronic money account, or cash-out mechanism.
4. Revealed keys
If a key has been revealed, copied, downloaded, photographed, transferred, posted, resold, or otherwise exposed, support may require stronger evidence before approving any refund. A revealed key that is valid and usable is normally considered delivered. A claim made after reveal is reviewed with the possibility that the code may already have left Keyndo control.
5. Redeemed or used keys
If a code has been redeemed, activated, added to a third-party account, exchanged, consumed, upgraded, renewed, transferred, or otherwise used, the order will normally be treated as completed. Support may still review exceptional cases, such as a clear mismatch between the catalog description and delivered item, but the buyer must provide convincing evidence.
6. Wrong region, wrong account, and incompatibility
The buyer is responsible for checking region, platform, account country, device, edition, product type, and activation rules before checkout and before reveal. A wrong-region or incompatible-account purchase is not automatically refundable if the product page reasonably showed the relevant limitation. Support may still help where the wording was unclear or the issue can be safely corrected.
7. Delays and manual checks
Delivery delays caused by stock checks, fraud review, security review, technical problems, provider delays, or support handling do not automatically create a refund right. Support may approve a refund or replacement where the delay becomes unreasonable for the specific product and the key has not been revealed or otherwise delivered. Refund requests are reviewed within 3 business days; an approved refund is credited to your store balance immediately, or returned to the original payment method within 5–10 business days.
8. Buyer evidence
A refund request should include the order ID, delivery email, product name, date, error message, screenshots of the official redemption page where relevant, and a clear explanation. Evidence should be complete and unedited except for hiding unrelated private data. Support may reject or slow review when evidence is missing, contradictory, cropped in a misleading way, delayed, or impossible to verify.
9. Key revocation and disabled reveal
When a refund is issued, Keyndo may revoke or disable related keys where the system allows it, block future reveal, mark the order as refunded, keep the order in account history, and preserve ledger and audit records. Revocation does not guarantee that a third-party platform can undo a redemption that already happened outside Keyndo.
10. Fraud and chargeback abuse
Refunds may be refused, delayed, or limited where there are signs of repeated claims, duplicate accounts, payment abuse, chargeback pressure, promo abuse, resale, code sharing, fake screenshots, automation, suspicious IP or device patterns, or attempts to obtain goods without paying. Keyndo may restrict accounts involved in refund abuse.
11. Support decision factors
Support may consider whether the code was revealed, whether store records show delivery, whether the product page was clear, whether the buyer contacted support quickly, whether evidence matches the order, whether there are abuse signals, whether a replacement is possible, and whether a balance credit is safer than a replacement or no action.
12. No guarantee of third-party outcomes
A refund review does not guarantee that a publisher, platform, app store, software vendor, card issuer, or payment provider will reverse, restore, unblock, or approve anything on its side. Keyndo can review its own order and delivery records, but it cannot control third-party account decisions, regional locks, outages, policy enforcement, or redemption systems.
13. Before reveal review
If you notice a wrong product, region, platform, denomination, or suspicious order state before reveal, stop and contact support. An unrevealed item is usually easier to cancel, replace, or credit because the digital value has not been exposed. Revealing the item after noticing a problem can reduce the remedies available.
14. Replacement before refund
When the issue is a defective, wrong, or unavailable digital value, Keyndo may provide a replacement or corrected delivery before issuing a balance refund. Replacement is often the fairest remedy when the buyer still wants the purchased product and the store can safely provide equivalent working stock.
15. Duplicate debit correction
If the internal ledger shows that one intended purchase caused more than one balance debit, Keyndo may correct the duplicate debit without treating the case as a discretionary refund. The review will compare order IDs, checkout timestamps, payment or top-up status, stock allocation, and reveal logs to keep the ledger consistent.
16. Promotional value adjustments
Refunds involving bonus balance, coupon discounts, reward grants, creator perks, or free promotional value may be recalculated. Keyndo may return only paid balance, remove related bonuses, or reverse benefits connected to the refunded order. Promotional value is not guaranteed to survive if the qualifying purchase is cancelled or disputed.
17. Chargeback and unpaid value
If an external payment is reversed after balance or digital goods were provided, Keyndo may treat the related store value as unpaid. The account can be restricted, promotional benefits can be cancelled, and delivered orders can be reviewed. Chargebacks do not create a right to keep both the digital item and the refunded payment value.
18. Request contents
A refund request should include the order identifier, product name, reveal status, exact redemption error, screenshots showing the full relevant message, account region context when relevant, and the time of the attempt. Do not send passwords, recovery codes, two-factor tokens, or hidden key values in a public channel.