Overview

A key stops being returnable the moment it is revealed or redeemed, so this policy works differently from one written for physical goods. Below is what we refund, what we do not, and how to ask.

Eligible for a refund

• Invalid or duplicate key — the key you received is already redeemed, expired, or rejected by the platform. Contact us within 48 hours of purchase for a full refund or a replacement key.
• Wrong key delivered — you received a key for a different game or platform than the one you ordered.
• Delivery failure — the order was charged and no key was ever delivered.

Not eligible for a refund

• Key already redeemed — once a working key has been redeemed on the target platform, it cannot be refunded.
• Change of mind — we cannot refund a purchase because you no longer want the game.
• Price drops — if the price of a game falls after your purchase, we cannot refund the difference.
• Region mismatch — where a listing states a region restriction, buying against it is not refundable. Check before you buy.

How to request a refund

1. Email support@snag.gg with your order ID and what went wrong.
2. Attach the platform's error message if the key was rejected — a screenshot is enough.
3. Support reviews the request within 1–2 business days.

How refunds are paid

• Approved refunds go back to the original payment method.
• Your bank decides when the money lands — typically 5–10 business days after we send it.
• In some cases we may provide a replacement key or store credit instead.

If you disagree with the decision

Reply to the support thread and ask for a second review. A senior team member looks at the case within 10 business days.

Opening a chargeback with your bank before contacting us can get your account suspended. The full dispute and chargeback process is in the terms of service.

Contact

Refund requests and questions: support@snag.gg

See also the terms of service and the privacy policy.