Refund and Withdrawal Policy

Keycense is committed to ensuring a transparent and carefully managed refund process. Below you will find all the conditions applicable to refund and withdrawal requests.

REFUND POLICY

Digital products are non-refundable once the order has been completed and the product key has been revealed to the customer. However, Keycense may grant a refund in exceptional cases, at the sole discretion of the customer service team, provided that all of the following conditions are cumulatively met:

● The refund request is received within 14 days of the order processing date and the key has not yet been revealed.

● The activation key, including any bonus or beta keys, has not been activated by the customer.

● In the case of a pre-order, the product has not yet been delivered before the release date. Pre-orders may be cancelled up to one day before the release date; requests submitted after that date will be denied.

REFUND METHODS

Refunds are issued according to the following methods, based on the payment method used:

● Payment by fiat currency via credit card or bank: refund using the same payment method.

● Payment by prepaid card that does not support refunds: store credit, usable for any purchase on the platform.

● Payment by cryptocurrency: refund in store credit or cryptocurrency, at the euro value of the original purchase price. Cryptocurrency values are subject to market fluctuations and Keycense accepts no liability for any difference from the initial value.

HOW TO REQUEST A REFUND

You can request a refund or exercise your right of withdrawal through any of the following channels:

● Using the Request Refund link in the site footer, which opens the dedicated online form (Request Refund / Cancel Order).

● Filling in the contact form on the website.

● Writing to [email protected].

● Contacting us through our social media channels: your message will be directed to the customer service team.

PROCESSING TIMES

Refunds may take up to 14 days from the date the request is approved. Each transaction is reviewed individually: refunds are not instantaneous for digital products.

ILLEGITIMATE REQUESTS

If a customer submits more than two refund requests in the same month for legitimate and fully functional products, Keycense reserves the right to suspend or restrict the account pending further verification. Keycense also reserves the right to carry out KYC checks during the refund process and to refuse the request if the key has already been delivered and revealed to the customer.

Digital withdrawal function — Directive (EU) 2023/2673

Pursuant to Directive (EU) 2023/2673 of the European Parliament and of the Council of 22 November 2023, applicable across all EU Member States from 19 June 2026, Keycense provides all consumers, including unregistered users, with a digital withdrawal function accessible directly from the site footer via the Request Refund link, which opens the dedicated online form (Request Refund / Cancel Order).

Through this form the consumer may exercise the right of withdrawal or request a refund for eligible orders. The function is continuously available throughout the entire withdrawal period and involves three steps: entering email address and order number, selecting the products, and confirming the submission. Upon submission, Keycense sends without undue delay a receipt on a durable medium including the content of the declaration and the date and time of transmission.

The digital function supplements, without replacing, the other withdrawal methods available: contact form, email to [email protected], and social media channels.

Please note: for orders involving digital content already delivered with the consumer's express consent, the right of withdrawal cannot be exercised pursuant to Article 16(m) of Directive 2011/83/EU as amended. In such cases, the digital function will guide the consumer in verifying whether the right of withdrawal applies to their specific order, informing them of any exclusion and the alternative support options available.

Waiver of right of withdrawal — digital content

Pursuant to Article 16(m) of Directive 2011/83/EU on consumer rights, as amended by Directive (EU) 2023/2673 and implemented in each EU Member State, the right of withdrawal is excluded for contracts for the supply of digital content not supplied on a tangible medium where performance has already begun and, since the contract imposes an obligation to pay on the consumer, the following three conditions are cumulatively met:

1. the consumer has given prior express consent to begin performance during the 14-day withdrawal period;

2. the consumer has expressly acknowledged that they thereby lose their right of withdrawal;

3. Keycense has provided confirmation of the consumer's express consent and acknowledgement on a durable medium, prior to the conclusion of the contract.

All three conditions are satisfied at the moment the consumer completes the purchase on Keycense: the mandatory checkbox at checkout formalises points 1 and 2, while the order confirmation email constitutes the durable medium communication referred to in point 3.

Consequently, for orders in which the software key has been delivered or revealed, the consumer will not be entitled to exercise the right of withdrawal under applicable law. This clause does not affect the consumer's rights under the legal guarantee of conformity.