Introduction

Thank you for choosing Ecokey as your virtual goods provider. We understand that purchasing virtual goods online sometimes requires a flexible refund and return policy. Therefore, we offer the following guidelines to ensure your shopping experience is as smooth as possible.

Eligible for Refund or Replacement:

• Technical Issues: If the virtual product cannot be used due to an unresolved technical issue caused by our service, we will offer a refund or a replacement of the product.

• Not as Described: If the product you receive is significantly different from the description on our website, you are entitled to a refund.

• Unauthorized Transactions: If an unauthorized transaction occurs on your account and you can prove it was due to a security vulnerability on our part, we will provide a full refund.

Refunds for Undelivered Goods:

• Within Three Days of Purchase: If you haven’t received an email regarding the product within three days of purchase, please contact our customer service team promptly for verification.

• Upon Confirmation: If it is confirmed that the product was not emailed to you due to our error, you are entitled to a full refund.

• Note: All third-party transaction fees will be borne by you.

Not Eligible for Refund or Return:

• After Use or Activation: If the product email has been opened and the virtual product has been activated or used, we cannot offer a refund or return.

• Downloadable Products: Once a downloadable virtual product has been downloaded, it is considered used and is not eligible for a refund or return.

• Subscription Services: Virtual goods that provide continuous service or periodic access (such as subscription services) are not eligible for a refund or cancellation once started.

• Social Media Cookies: Websites use these when you interact with social media sharing buttons or “like” buttons. Social networks will record the actions you have taken.

• Personalized or Custom Content: Content or services specially customized for a customer are not eligible for a refund or return once provided.

• Price Fluctuations: As the price of virtual goods may fluctuate in real-time, we do not support refunds due to price adjustments after payment completion.

• Third-Party Use: If the product email is used by a third party due to the customer’s actions, we do not support a refund or return.

• Promotional Items: Virtual goods received as part of a promotion are not eligible for a refund or return.

• Incorrect Purchase: If a customer mistakenly purchases another product, we do not support a refund after the transaction is complete.

• User Responsibility: If a user does not follow the product instructions, or fails to properly install or configure the product, no refund will be given.

• Account Ban: If an account or product is banned due to violation of the Terms of Service or third-party platform regulations, no refund will be provided.

• Beyond the Return Period: Return requests made after the specified return period will not be accepted.

How to Request a Refund/Return:

• Contact Customer Service Team: Get in touch with our customer service team via [email protected] or our online contact form.

• Provide Order Details: Provide your order number and the email address used at the time of purchase to expedite the processing of your request.

• Wait for Verification: Our customer service team will review your request upon receipt and guide you through the subsequent steps for a refund or return.

Final Note:

Ecokey reserves the right to make the final decision on refunds or returns in any case not explicitly listed. Our goal is to ensure you are satisfied with your virtual goods purchase and to resolve any issues you may encounter.

We appreciate your understanding and hope you enjoy your shopping experience with Ecokey.