The short version
If a key does not work, we replace it or refund you in full. For orders paid with an Eneba gift card, the refund is given as store credit for the full order value. You do not need to prove anything beyond telling us the order number and what went wrong.
When you get a replacement or refund
- The key will not activate on the host’s site
- The key is reported as already used
- The key activates but the premium time is shorter than the plan you bought
- We fail to deliver the key at all
- We delivered a key for the wrong host or the wrong plan length
In any of these cases, contact us with the order number. We will normally issue a replacement key immediately. If you would rather not have a replacement, say so and we will refund you in full — as store credit for orders paid with an Eneba gift card (see how refunds are paid).
When we cannot refund
These are digital goods, so once a key has been successfully redeemed onto your account it cannot be un-redeemed and returned. We cannot refund because:
- The key worked and you changed your mind afterwards
- You bought the wrong plan length and have already activated it
- You bought premium for the wrong host and have already activated it
- You used up your plan’s traffic allowance faster than expected
- The host itself changed its terms, limits or pricing after you bought
- Your account was restricted or closed by the host for something you did
If you have bought the wrong thing but have not yet redeemed the key, tell us. An unredeemed key can usually be swapped.
Timeframes
There is no arbitrary deadline. The guarantee covers the key for as long as the plan you bought should have lasted. A 365-day key that stops working in month eight is still our problem.
How refunds are paid
Orders paid with an Eneba gift card are refunded as store credit for the full order value. A gift card cannot be reversed back to the PayPal account, card or other method you used on Eneba, so instead we email you a single-use credit code for the full amount. It works on any host and any plan on this site and does not expire.
Orders paid by any other payment method we offer are refunded to that original payment method.
Please write before disputing
If something goes wrong, email us first. Opening a dispute with Eneba, PayPal or your card provider locks the funds and takes weeks to resolve, and we cannot issue a replacement key while a dispute is open. We have never refused a legitimate claim, and writing to us is always faster.
Contact
See the contact page. Include your order number and, if the key failed, the exact message the host showed you.