Refund Policy

1. Scope

This Refund Policy explains when and how you can obtain a refund for purchases made on keygen-automotive.com (the "Service"), including subscription plans and individual Marketplace orders, operated by KEYGEN AUTOMOTIVE LIMITED, a company registered in England and Wales under company number 16638233 ("we", "us", "Keygen Automotive").

It supplements our Terms of Service, Marketplace Terms and Seller Agreement. In case of conflict, the wording most favourable to a consumer with non-waivable statutory rights prevails.

2. Digital content and right of withdrawal

Most items sold through the Service are digital content delivered electronically — for example calculator outputs, PIN codes, dump files, downloadable software, technical documentation, or a remote service session.

When you click Buy or Subscribe on the Service you confirm that:

• You expressly request immediate performance of the contract (instant delivery of digital content or immediate access to the subscribed service).
• You acknowledge that, by doing so, you waive your statutory right of withdrawal for items already delivered to you.

This waiver does not affect your rights when the product is faulty, materially different from the description, or fails to meet the satisfactory-quality test under the Consumer Rights Act 2015 (see §5 below).

3. Subscription refunds

• Cancel anytime. You can cancel any active subscription from your dashboard. Cancellation takes effect at the end of the current billing period.
• Already-paid period: we do not pro-rate refunds for partial billing periods unless required by law. Your access continues until the period ends.
• Auto-renewal mistakes: if your subscription auto-renewed and you did not use the Service in the new period, contact us within 14 days of the renewal charge. We may, at our discretion, refund up to one such renewal per customer per 12 months as a goodwill gesture.
• Free-trial conversions: if a free trial was offered and you were charged at the end of it, the rules above apply from the date of the first paid charge.
• Failed payments: repeated failed renewals result in suspension but do not, in themselves, generate a refund right for the prior period.

4. Marketplace order refunds

Marketplace items are sold by independent Sellers; your contract is with the Seller (see Marketplace Terms). We act as a payment-routing and dispute-resolution platform and can move money back from the Seller to you, on the conditions below.

• Try the Seller first. Open the product page, leave a comment in the linked discussion topic, or reply to the order email — most issues are resolved within 24–48 hours by the Seller.
• Open a dispute with us. If the Seller does not respond within 7 days, or refuses to help when the issue is clearly on their side, write to accounts@keygen-automotive.com with the order code (ORD-…) and a short description.
• We mediate. We will contact the Seller, ask for their response, review the listing and any evidence, and decide based on the conditions in §5. Median decision time is 3 business days.
• Refunds are processed via Stripe. We can refund from the Seller's pending payouts. Where payouts have already settled, we can also use Stripe's reversal flow against the Seller's connected account up to the Seller's available balance.
• You keep prior downloads' legal status: if a Seller's shop later expires or is suspended, download grants you already paid for remain accessible to you to the extent required by mandatory consumer-protection law.

5. When you are entitled to a refund

You are entitled to a refund (full or partial, as appropriate) where any of the following apply:

• Non-delivery. Payment was captured but no download was provided, no service was rendered, and no reasonable communication was offered by the Seller within the delivery window stated on the listing (or, where no window is stated, within 48 hours for instant items and 5 business days for manual items).
• Materially different content. The delivered file or service is materially different from the description, images, vehicle compatibility, or stated specification on the listing.
• Not fit for purpose. The digital content is not of satisfactory quality, not fit for any particular purpose made known to the Seller, or fails to match the description (Consumer Rights Act 2015 §§34-36 — UK consumers).
• Duplicate / accidental charge. You were charged more than once for the same order, or charged for an order you did not place.
• Cancellation before delivery. The order has not started delivery and you contact us within 30 minutes of payment.
• Statutory right. Any other case where a refund is required by mandatory law (including any non-waived rights under the UK Consumer Rights Act 2015 or your local equivalent).

Refunds are not generally available where:

• You changed your mind after the digital content was delivered (see §2 — waiver of withdrawal right).
• The product worked as described but did not solve a problem you assumed it would solve without checking compatibility.
• You shared, lost, or had your downloaded files compromised after delivery.
• You purchased through a fraudulent or hijacked account that you do not own.

6. How to request a refund

1. For subscription issues: open your dashboard → Plan → Manage subscription and follow the cancel / portal flow, then write to accounts@keygen-automotive.com if you also need a refund.
2. For a Marketplace order: open My purchases, locate the order code (ORD-…), and contact the Seller first.
3. If the Seller does not resolve the issue, write to accounts@keygen-automotive.com with: the order code, a short description, screenshots or logs if any, and the outcome you are seeking.
4. We respond to refund queries within 3 business days. We may ask follow-up questions before deciding.

7. Refund timing and method

• Approved refunds are issued to the original payment method through Stripe.
• Stripe typically credits the funds within 5–10 business days, depending on your card issuer / bank.
• We cannot refund to a different card or to a third-party account.
• Where a refund is denied, we will explain the reason and tell you what you can do next (including reminding you of your right to escalate, raise a chargeback, or pursue dispute-resolution where available).

8. Chargebacks

If you dispute a charge directly with your bank rather than contacting us first, your case will be handled under Stripe's chargeback procedure. We are obliged to provide evidence to the card scheme; this can take 30–90 days and may delay resolution. Where the case shows that you did not first try a normal refund request, the scheme may rule in our or the Seller's favour. Please try the steps in §6 first.

9. Statutory rights

Nothing in this Refund Policy limits or replaces non-waivable consumer rights you may have under your local law. UK consumers retain rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. EU consumers retain rights under the Consumer Rights Directive 2011/83/EU as implemented in their country. Where this Policy is more generous than statutory rights, the Policy applies.

EU consumers may also use the European Commission's Online Dispute Resolution platform, although we prefer to resolve disputes directly through accounts@keygen-automotive.com.

10. Contact

• Entity: KEYGEN AUTOMOTIVE LIMITED, a private limited company registered in England and Wales (company number 16638233).
• Registered office: as recorded on the UK Companies House register.
• Refund & dispute support (billing): accounts@keygen-automotive.com
• General support: support@keygen-automotive.com
• Phone: +44 75 5276 3369