CICADA.SERVICES
// Legal

Refund Policy

Fair refunds. No runaround.

Effective: 26 May 2026

We want you to get what you paid for. If something goes wrong, this policy explains when we'll refund you and how to claim it.

1. Refund window

You have 14 days from the date of purchase to request a refund for eligible reasons listed below. Outside that window, we may still help on a case-by-case basis, but we are not obligated to.

2. When you are entitled to a refund

  • The key didn't work. Invalid, already redeemed, or rejected by the platform on first attempt.
  • The wrong product was delivered. Different game, wrong region, wrong platform compared to what you bought.
  • The product was never delivered. No email received and the order is not visible in your account 24 hours after payment.
  • The product was significantly misdescribed. What you received doesn't match the listing in a material way.
  • You are in the EU/UK and exercise statutory withdrawal rights. See section 5.

3. When you are NOT entitled to a refund

  • You redeemed the key. Once a key is redeemed on the relevant platform, it cannot be unredeemed and is non-refundable.
  • You changed your mind after delivery. Digital goods are delivered immediately and (per EU/UK consumer law for digital content, where you waive withdrawal at checkout) non-returnable.
  • The platform banned your account for unrelated reasons. A ban on your Steam/PlayStation/Xbox/Nintendo account from misconduct does not entitle you to a refund of keys we sold you.
  • You attempted to redeem a region-locked key in an unauthorized region. Region restrictions are stated on the product page; using a VPN or proxy to redeem outside the stated region is not a fault on our side.
  • Buyer's remorse on a working product. If the key works and matches the listing, no refund is owed.
  • Chargeback abuse. Filing a chargeback for a working, delivered order can result in your account being blocked and the case escalated through Paddle.

4. How to request a refund

  1. Email support@cicadaservices.store from the email address used for the order.
  2. Include:
    • Your order number (in the confirmation email).
    • A clear description of the problem.
    • A screenshot of the error message from the redemption platform, if applicable.
  3. We aim to respond within 24 hours and resolve within 3 business days.

We may offer you a replacement key instead of a refund where appropriate (e.g. a dead Steam key replaced with a working one). You are not obligated to accept a replacement; you may insist on a refund if you prefer.

5. EU and UK consumer rights

If you are a consumer in the European Union or the United Kingdom, you have a statutory right to withdraw from a purchase within 14 days without giving a reason, unless you have expressly consented at checkout to immediate delivery of digital content and acknowledged that you lose the right of withdrawal once delivery begins. Our checkout requires this acknowledgement for digital goods.

This does not affect your statutory rights regarding faulty goods. If a key is faulty (invalid, already used, wrong product), you remain entitled to a remedy under EU/UK law regardless of the above.

6. How refunds are processed

  • Crypto refunds — refunded to a wallet address you provide, in the same coin you paid with, equivalent to the USD amount of your original order at time of refund. Crypto value fluctuates; we cannot guarantee the exact same coin amount you sent.
  • Bank transfer refunds — returned to the same bank account the transfer originated from. International transfers may incur fees from intermediary banks that are outside our control.
  • Refunds typically complete within 5 business days of approval. International bank transfers may take longer.
  • Any applicable taxes that were collected are refunded in full.

7. Chargebacks & payment disputes

If you have a problem with an order, please contact us first. We will almost always resolve it faster than your payment provider can. Filing a chargeback or dispute with NOWPayments or your bank before contacting us results in:

  • Possible suspension of your account on this Site.
  • Loss of access to any unredeemed keys associated with the disputed order.
  • Forfeiture of any future-order goodwill from us.

8. Contact

All refund requests: support@cicadaservices.store.