1. Purpose of this Policy

This Refund and Returns Policy explains how ULTRA LAND LIMITED, trading through Keylixa (“Keylixa”, “we”, “us” or “our”), handles cancellations, complaints, refunds and other remedies for purchases made on keylixa.com (the “Website”). Our products may include digital game activation keys, software or subscription codes, vouchers and other electronically supplied gaming products (“Products”).

Because many Products can be accessed or activated shortly after purchase, the circumstances in which an order may be cancelled differ from those applicable to physical goods. We review problems with delivery, validity, activation and product descriptions fairly. This Policy supplements our Terms and Conditions. Nothing in it limits rights under applicable consumer law.

2. Scope and Key Definitions

This Policy applies to orders placed directly through Keylixa. It does not govern purchases made from third-party sellers or directly from game publishers and platform operators.

An “Order” is a purchase request submitted through our checkout. A “Code” is an electronically delivered activation or redemption credential. An “Issuer” is the publisher, platform, retailer or other party that controls the service for which a Product is redeemed. A “Customer” is the person placing an Order.

Products offered as account access, where available, may have different delivery and activation mechanics from ordinary Codes. Their precise form, permitted use and conditions should be set out on their product pages before purchase.

3. Reviewing a Product Before Purchase

Before checking out, review the product name, edition, platform, activation method, region, language availability, technical requirements, quantity, price and any clearly disclosed restrictions. Some Codes only work in particular countries or with a specific gaming platform or account region.

If information appears unclear or inconsistent, contact us before purchasing. Product descriptions and material restrictions form part of the information against which we assess a complaint; a customer is not deprived of statutory remedies simply because a third-party issuer is involved.

4. Electronic Delivery and Order Status

Once payment is confirmed and any proportionate security review is completed, we arrange electronic delivery using the method explained at checkout, which may include email or access through an order page or account.

An order may be pending, fulfilled, failed or cancelled. Delivery estimates are not guarantees unless expressly stated. Where a paid Product cannot be delivered, we will investigate and offer the applicable remedy, including a refund where required.

If you do not receive the delivery message, check the email address used for the order, including spam or junk folders, and contact our support team. Do not share a Code publicly while seeking help.

5. Cancellation Rights for Digital Content

UK consumers buying digital content not supplied on a physical medium will ordinarily have a 14-day cancellation period beginning the day after the contract is entered into. However, the statutory right to cancel can be lost when the supply of digital content begins during that period, provided the customer has expressly consented to early supply, acknowledged that the right to cancel will be lost, and the trader has supplied the legally required confirmation.

Where these conditions are not met, cancellation rights may remain available despite digital delivery. We will not treat the mere existence of this Policy, a pre-ticked box, or the act of visiting the Website as the required express consent.

If the Product is legally classified as a service rather than digital content, different rules for performance and cancellation may apply. Keylixa will apply the rules appropriate to the particular contract.

Customers wishing to exercise an available cancellation right should email support@keylixa.com with a clear statement identifying the Order. The optional model cancellation form appears at the end of this Policy.

6. Unused and Undisclosed Codes

If an Order has not yet been fulfilled, contact us promptly if you wish to cancel or correct it. We will determine whether processing can be stopped and whether a statutory or voluntary cancellation right applies.

For a Code that has been delivered but not redeemed, a change-of-mind refund is not automatic where the applicable cancellation right has validly ended. Nevertheless, we may consider a discretionary cancellation where the Code has not been revealed, activated, transferred or otherwise used and where its status can reliably be verified with the relevant supplier or issuer.

Any voluntary exception is assessed individually. Refusal of a discretionary exception does not affect a customer’s statutory rights.

7. Redeemed, Activated or Transferred Products

Products that have been redeemed, activated, consumed, disclosed to another person or transferred are generally ineligible for voluntary change-of-mind refunds because their use or value may not be reversible.

This limitation does not apply to a valid claim that a Product was faulty, materially misdescribed, not supplied as contracted, or otherwise failed to meet applicable statutory standards. We will assess such complaints regardless of whether activation has been attempted.

8. Invalid, Already-Used or Non-Working Codes

If a Code appears invalid, has already been redeemed when first supplied, or cannot be activated in accordance with the product description, contact our support team. Include the order reference, platform, the exact error message, when activation was attempted and relevant screenshots, while keeping the full Code confidential unless we request it through an appropriate support process.

We may consult the supplier or issuer to verify issuance and redemption status. Where the Product does not conform to the contract, Keylixa will provide the remedy required by applicable law. Depending on the circumstances, this may include repair, a working replacement, an appropriate price reduction or a refund.

We will not require a customer to pursue a third-party issuer instead of Keylixa where Keylixa has legal responsibility for the purchased Product.

9. Incorrect Product or Edition Supplied

If we supply a different game, edition, denomination, platform version or Code from the one confirmed in your accepted Order, we will review the mismatch and offer an appropriate correction, replacement or refund in accordance with applicable law.

If you selected an incorrect Product despite clear and accurate pre-purchase information, a voluntary refund may not be available once lawful immediate delivery has begun and the cancellation right has validly ended. We will nevertheless consider any statutory right that remains applicable.

10. Regional and Platform Restrictions

Some Products are restricted by geographic region, device, operating system, publisher, storefront, subscription status or platform account. Restrictions that we know about and that materially affect suitability should be clearly stated before purchase.

If a customer purchases a clearly identified incompatible version by mistake, a voluntary change-of-mind refund may be unavailable after supply has begun under the legally required conditions. If the region or compatibility information supplied by Keylixa was inaccurate or misleading, we will investigate and provide the applicable remedy.

11. Products Described as Account Access

Where the Website expressly offers a Product described as “Access”, “Account Access” or a similar arrangement rather than a standard redeemable activation Code, the product page should explain what is being supplied, how access is provided, and any material limitations.

Customers who receive access materially different from what was described, access that is not provided, or access that does not work as contracted may contact us for investigation. The treatment of the Product for cancellation and consumer-rights purposes depends on its actual legal nature, not simply its label.

Nothing in this section authorises activity prohibited by a platform’s terms or removes Keylixa’s statutory responsibilities as seller.

12. Failed Delivery and Unavailable Inventory

If we accept payment but cannot deliver the purchased Product, we will inform you and investigate whether the order can be fulfilled within a reasonable time. Where delivery cannot be provided as agreed, a refund will be offered where legally required; we may also offer a replacement if you prefer and agree.

We will not treat an undelivered Code as successfully supplied merely because a payment was authorised or a delivery process was initiated.

13. Duplicate Orders and Payments

If you believe you have been charged twice for the same Order, contact us with the order reference, payment date, amount and the relevant transaction identifiers. Do not email complete card numbers or security codes.

We will distinguish an unintended duplicate charge from two separate orders successfully placed and fulfilled. A confirmed duplicate payment without a corresponding separate purchase will be refunded. Separate, correctly fulfilled purchases are subject to the normal cancellation rules.

14. Payment Authorisation Holds

An authorisation shown as pending by a bank does not necessarily mean that Keylixa has received the funds. If payment fails and no money has been captured, there may be no amount for us to refund.

Release of a pending card authorisation is controlled primarily by the card issuer and payment provider. We can provide available transaction information to support an investigation.

15. How to Request a Refund

Send refund, cancellation or product-fault enquiries to support@keylixa.com. To help us identify the purchase, include:

• Your order number and the email address used at checkout;
• The Product purchased and date of payment;
• A clear description of the problem or reason for cancellation;
• Relevant screenshots, error messages or platform communications, if available.

Please do not provide payment-card security codes, full card numbers, account passwords or unnecessary identity documents by ordinary email. We may ask for additional proportionate information where genuinely needed to investigate the matter.

16. Investigation and Verification

We may check order records, delivery logs, payment status, supplier fulfilment responses and Code activation information made lawfully available to us. Where appropriate, we may request confirmation from the relevant supplier or issuer.

We may also conduct reasonable fraud-prevention or identity checks to protect customers and prevent duplicate reimbursement. These checks will be proportionate to the issue and handled in accordance with our Privacy Policy.

Investigations will be carried out without undue delay. An unresolved supplier enquiry will not be used to disregard a remedy that is already required by consumer law.

17. Available Outcomes

Following assessment, we may approve a full refund, issue a partial refund where appropriate and lawful, provide a valid replacement, arrange correction or repeat delivery, or explain why a voluntary refund is unavailable.

For faulty digital content, the statutory remedies under the Consumer Rights Act 2015 depend on the nature of the breach and may include repair or replacement, price reduction or refund where applicable. We will not substitute a store credit or alternative Product for a refund legally due unless you freely agree to that arrangement where lawful.

18. Refund Method

Approved refunds will ordinarily be returned to the original payment method and in the original transaction currency. If the original payment method is no longer available, we may coordinate an appropriate alternative through the payment provider with necessary verification.

Where a full refund is due, we will include mandatory charges forming part of the relevant refunded purchase as required by law. Third-party banks may apply their own exchange rates or charges, which are outside our control.

19. Refund Timing

We aim to acknowledge and review refund requests promptly. The time needed to investigate activation or fulfilment issues may vary depending on the evidence and whether supplier confirmation is needed.

Where a statutory cancellation refund is due, we will reimburse the customer within the legally applicable deadline, generally 14 days after being informed of a valid cancellation for digital content. Refunds resulting from other remedies will be processed without undue delay and within any applicable legal deadline.

After we submit a refund, the time taken for the funds to appear is determined by the relevant payment provider, card network and issuing bank.

20. Chargebacks and Payment Disputes

We encourage customers to contact Keylixa first so we can examine any delivery or activation issue. This does not limit the right to contact a bank, card issuer or payment service provider, or to exercise a statutory remedy.

If a payment dispute is initiated, we may share relevant order and fulfilment records with authorised payment organisations to resolve the dispute. We may contest knowingly false or fraudulent disputes in accordance with applicable law, but no customer will be penalised merely for making a genuine complaint or pursuing a lawful chargeback.

We will take steps to prevent duplicate reimbursement for the same loss.

21. Fraudulent or Abusive Requests

We may investigate suspected fraud, unauthorised payment use, altered evidence, repeated refund manipulation or requests based on deliberately misleading information. We may take reasonable steps to protect the Website, suppliers and customers, including reporting suspected unlawful activity where permitted.

These measures will not be used to deny or obstruct genuine statutory claims.

22. Third-Party Issuers and Platforms

Redemption and use of a Product may depend on third-party platform systems and rules. We do not control independent platform availability, network outages, account suspensions or subsequent service changes.

Nevertheless, a problem caused by a third-party supplier does not automatically release Keylixa from responsibilities it owes the Customer under the sales contract or applicable consumer law. We will investigate issues concerning the Product we supplied.

23. Data Protection

Information submitted with a refund request is used to verify the Order, investigate the problem, communicate our decision, issue any applicable remedy, prevent fraud and meet legal obligations. Details about collection, sharing, retention and individual rights are provided in the Keylixa Privacy Policy.

24. Statutory Consumer Rights

This Policy does not exclude or reduce rights arising under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or other mandatory consumer protection laws that apply to a purchase.

If the law applicable to your purchase provides stronger protections than this Policy, those legal protections prevail. Products sold at a discount remain subject to the same applicable statutory standards.

25. Changes to This Policy

We may update this Policy to reflect changes in law, Product categories, payment processes, suppliers or business operations. The latest version will be published on the Website with its effective date.

Unless legally required otherwise, changes will apply to future orders and will not retrospectively remove rights that arose under an earlier order.

26. Contact and Complaints

ULTRA LAND LIMITED
Company number: 16998166
Registered office: 72 Halliwick Road, London, England, N10 1AB
Website: https://keylixa.com/
Email: support@keylixa.com

If you are unhappy with a decision, reply to our support team with the order reference and reasons for reconsideration. You may also seek independent consumer advice, use any appropriate dispute resolution process, or pursue available legal remedies.

Model Cancellation Form (Optional)

Use this form only if you have an applicable right to cancel. You may instead send any other clear cancellation statement.

To: ULTRA LAND LIMITED
Email: support@keylixa.com
Address: 72 Halliwick Road, London, England, N10 1AB

I hereby give notice that I cancel my contract for the following Product:

Product description: ______________________________
Order reference: ______________________________
Date ordered: ______________________________
Customer’s name: ______________________________
Customer’s address: ______________________________
Date: ______________________________

Signature (only if submitted on paper): ______________________________