Refund policy

The short version

If something went wrong with a purchase, open a ticket in the Kenveil Discord and choose Payment or refund. A person reviews every request and answers you in the ticket. This policy adds to your statutory rights as a consumer; it does not replace them.

How to ask

1. Open a ticket in the Kenveil Discord.
2. Choose the category Payment or refund.
3. Tell us:
   • your order number, from the ticket in which you bought the license;
   • the last characters of your license key, never the full key in a public channel;
   • what went wrong, and what you have already tried.

Screenshots of error messages help. If a key will not activate, the Activation problem category is often the fastest way to get Kenveil working, and you can still ask for a refund there.

The same category is the place for payment problems, for example a payment that has not arrived or one that went through twice.

How we review a request

A person, not an automated system, looks at every request. These are the things that matter most:

• Whether the key was ever activated. A key that was never activated has not been used, which makes a request simple to review.
• What went wrong. If Kenveil does not work as described, we first try to fix the problem with you. If we cannot, tell us how you would like to go on.
• When you bought it, and how long the license has been in use.

If a refund is granted, the license key it covers is deactivated, and we agree the details of the repayment with you in the ticket.

Your statutory rights

Consumers have rights that this policy does not limit.

• If Kenveil does not work as described, the law entitles you, for example, to have the problem fixed, to a price reduction or to end the contract.
• The right of withdrawal. In the European Union, consumers generally have 14 days to withdraw from a purchase made at a distance, without giving a reason. For digital content that is not supplied on a physical medium, such as a license key, this right can end early once delivery has begun, but only if you expressly agreed to immediate delivery and confirmed that you knew you would lose the right. Whether the right applies to your purchase depends on how it was made. Where it does apply, you can use it by telling us clearly in a ticket, or by contacting the operator named in the imprint.

Contact

The operator’s details are in the imprint. For anything about payments or refunds, a ticket in the Kenveil Discord under Payment or refund reaches the right people.