Something went wrong?
We'll investigate it.
Premium keys are digital products, so refunds work differently from physical goods. This policy explains when we can replace, investigate or refund an order and what information we need from you.
Contact us before assuming your order is lost.
If your payment was completed but your premium key has not arrived, there may be a payment confirmation, email delivery or fulfilment issue that support can investigate. A missing email does not necessarily mean the order requires a refund.
When we can investigate a refund or replacement
- You completed payment but the order could not be fulfilled.
- The premium key supplied is confirmed by us to be invalid before successful redemption.
- You received a key for a different product or plan from the one shown on your completed order.
- A duplicate payment was received for the same order and can be verified.
- An overpayment can be verified from the transaction and order records.
- Another technical or fulfilment error occurred on our side and can be confirmed.
When a refund generally isn't available
- A valid premium key has already been successfully redeemed or activated.
- A delivered key has been shared, resold, disclosed or otherwise compromised after delivery.
- You changed your mind after a valid digital key was delivered.
- You purchased the wrong provider, duration or plan and the supplied key has already been revealed or delivered.
- A third-party filehost changes its service, limits, policies, download speeds or account features after successful activation.
- The issue results from your account violating the third-party provider's own rules or terms.
Underpayments, overpayments & incorrect networks
If the amount received is below the required order total, fulfilment may remain pending. Contact support with the transaction hash so the payment can be reviewed.
If you accidentally send more than the requested amount, contact support with your order ID and transaction hash so the overpayment can be reviewed.
Funds sent using a different blockchain or unsupported network may be difficult or impossible to recover. Recovery cannot be guaranteed.
Always verify the cryptocurrency, blockchain network, destination address and exact payment amount before sending funds.
What if my premium key doesn't work?
If a newly delivered key appears invalid, do not share it publicly or repeatedly attempt to redeem it across multiple accounts.
Contact support with your order ID, the email address used for the order and details of the redemption error. We may ask for additional evidence so we can determine whether the key is invalid and whether replacement or another remedy is appropriate.
Please report an invalid-key issue as soon as reasonably possible after delivery. This makes it easier to investigate the key before its status changes.
Filehost performance isn't controlled by us
Instant Premium Keys sells digital premium access products for third-party filehost services. We do not operate those services.
- Filehost downtime, maintenance or temporary service interruptions.
- Changes to download speeds, traffic allowances, account features or regional availability.
- Changes to the provider's own terms, policies or infrastructure.
- Restrictions placed on an account by the third-party provider because of how that account is used.
These issues do not automatically make a successfully delivered and activated premium key refundable.
How to request a review.
Giving us the right information upfront helps support identify your payment and order faster.
Contact support
Open a support request using the email address associated with your order.
Provide order details
Include your order ID, provider, transaction hash and a clear description of the problem.
We review the order
We'll check the payment and fulfilment records and determine the appropriate resolution.
Information to include
How an approved refund is handled
If a refund is approved, support will provide the applicable instructions. We may require a compatible refund address and may need to verify transaction details before processing a cryptocurrency refund.
Blockchain fees, network conditions and the nature of the original transaction may affect the amount or timing of a returned cryptocurrency payment where permitted by applicable law.
Never send a private key, wallet seed phrase or account password to support. We do not need these credentials to investigate or refund an order.
Applicable law still applies
Nothing in this Refund Policy is intended to exclude, restrict or modify rights or remedies that cannot lawfully be excluded under applicable consumer protection law.
Where mandatory law provides you with additional rights, those rights continue to apply regardless of the general rules described on this page.
Need us to check an order?
Send your order details through support and we can investigate the payment, premium key or delivery issue.