KEYBINO
Quantara Solutions Ltd
Refund and Cancellation Policy
Consumer Contracts Regulations 2013 • Consumer Rights Act 2015
Effective Date: 1 April 2026
This Refund and Cancellation Policy (“Policy”) sets out the conditions under which Quantara Solutions Ltd, trading as Keybino (“Company”), processes refund requests in connection with Digital Products purchased via https://keybino.com. This Policy forms part of the Terms and Conditions.
1. Legal Framework
1.1. Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
Consumers have a statutory right to cancel a distance contract within 14 calendar days without providing a reason.
1.2. Waiver of Right of Withdrawal for Digital Content
Under Regulation 37 of the Consumer Contracts Regulations 2013, the 14-day right of withdrawal does not apply to digital content where: (a) the supply has begun with the consumer’s prior express consent; and (b) the consumer has acknowledged that the right of withdrawal is thereby lost. Where the Website’s checkout process captures the User’s express consent to immediate supply and acknowledgement of the loss of the right of withdrawal, that record is retained by the Company and the right of withdrawal is waived from the moment delivery commences. Where such consent has not been captured, the standard 14-day cancellation period applies.
1.3. Consumer Rights Act 2015 — Digital Content Conformity
Regardless of any waiver of the right of withdrawal, Users retain statutory rights under sections 34–47 of the Consumer Rights Act 2015 in respect of digital content that is not of satisfactory quality, not fit for purpose, or not as described. Where digital content does not conform, the User may be entitled to a repair, replacement, or where those are not possible, a full or partial refund. These rights cannot be excluded by contract.
1.4. AML/CTF Compliance
All refund requests are subject to review under the Company’s AML/CTF framework. Identity verification may be required before any refund is processed.
2. Definitions
- “Digital Product” — any game key, activation code, prepaid voucher, platform credit, or electronic gift card sold on the Website;
- “Unused Code” — a Code that has not been activated, redeemed, or linked to any platform account;
- “Used Code” — a Code that has been fully or partially activated or redeemed;
- “Delivery” — the moment the Code is made available to the User via the User Account or by email;
- “Non-Conforming Code” — a Code that is invalid at the time of delivery, previously redeemed, or materially not as described, through no fault of the User.
3. Refund Entitlements
3.1. Pre-Delivery Cancellation
Where an Order has been placed but delivery has not yet commenced, the User may cancel and receive a full refund within 14 calendar days of the cancellation notice.
3.2. Non-Conforming Digital Content (Statutory Right)
Where a Code delivered to the User is a Non-Conforming Code, the User has the right under the Consumer Rights Act 2015 to:
- a replacement Code of equivalent or greater value where available; or
- a full refund where replacement is not possible or where a second Code also fails to conform.
Claims in respect of Non-Conforming Codes must be submitted promptly and without unreasonable delay upon discovery of the defect. The Company may conduct technical verification to confirm the defect before issuing a remedy. These statutory rights are not subject to any specific time limit imposed by the Company and cannot be excluded by contract.
For the Company’s voluntary commercial replacement service (outside statutory rights), the Company requests notification within 48 hours of delivery to allow timely investigation. This commercial policy does not limit or replace any statutory rights the User holds under the Consumer Rights Act 2015.
3.3. Delivery Failure
Where the Company is unable to deliver a Digital Product and has not remedied the failure within five (5) business days of payment, the User is entitled to a full refund within 14 calendar days of the cancellation request.
3.4. Change of Mind
Where the User’s express consent and waiver have been captured at checkout and a valid Code has been delivered, the User has no right to a refund on grounds of change of mind, consistent with applicable UK consumer law.
4. Refund Eligibility Summary
| Scenario | Refund Entitlement | Conditions / Notes |
| Code not yet delivered | Full refund | User must request before delivery commences |
| Non-Conforming Code (statutory) | Replacement or full refund | Report without unreasonable delay; Company verification required; statutory right cannot be excluded |
| Delivery failure (not remedied in 5 business days) | Full refund | User must request cancellation; refund within 14 days of request |
| Valid Code delivered; withdrawal waiver captured | No refund (change of mind) | Waiver operative per Reg. 37; CRA 2015 quality rights remain unaffected |
| Code redeemed by User | No refund | Digital content consumed; no statutory right |
| Code refused: clear regional/platform restriction stated in listing | No refund | Restriction was disclosed at point of purchase |
| Code refused: Company/Supplier fault | Replacement or refund | Company verifies fault attributable to supply chain |
5. Refund Procedure
5.1. How to Submit
Contact [email protected] with subject line “Refund Request — [Order Number]”. Include: (a) order number and date; (b) description of the issue; (c) Code status; (d) supporting evidence such as a screenshot of the platform error.
5.2. Response Timeframes
- Acknowledgement: within 2 business days of receipt;
- Decision: within 5–7 business days (may be extended where KYC/EDD is required);
- Refund payment: within 14 calendar days of approval.
5.3. Refund Method
Approved refunds are returned to the original payment method used at checkout. Refunds will not be issued to a different card, bank account, or any alternative method, including cryptocurrency wallets. If the original payment method is technically unavailable, the Company will contact the User to agree an alternative compliant method.
No refund will be issued in the form of store credit, vouchers, or alternative payment instruments unless expressly agreed in writing by the User.
6. AML/CTF Controls on Refunds
6.1. Risk Review
All refund requests are reviewed under the AML/CTF risk framework. Patterns suggesting abuse — including repeated refund requests inconsistent with normal purchasing behaviour — may trigger Enhanced Due Diligence.
6.2. Verification Requirements
The Company may require government-issued photographic identification and/or proof of payment method before approving a refund where internal risk thresholds are met or where required by applicable law.
6.3. Non-Compliance
Failure to provide requested documentation within the stipulated timeframe may result in suspension or denial of the refund request. Confirmed abuse may result in Account termination.
7. Exclusions
No refund entitlement arises where:
- The product listing clearly stated regional, platform, or account-type restrictions applicable to the Code, and the Code was purchased notwithstanding those stated restrictions;
- The Code was redeemed successfully by the User or any person granted access by the User;
- The Code expired because the User failed to redeem it within the publisher’s validity period;
- The User’s Account was suspended or terminated for breach of the Terms or AML/CTF obligations;
- The claim was submitted after an unreasonable delay following discovery of the alleged defect (except for statutory rights which cannot be so excluded).
8. Statutory Rights
Nothing in this Policy limits or excludes any rights the User holds under applicable mandatory consumer protection legislation. Where applicable law provides greater rights, those statutory rights prevail.
Contact Information
| Legal Name | Quantara Solutions Ltd |
| Trading Name | Keybino |
| Company Number | 17073809 |
| Registered Address | 20 Wenlock Road, London, N1 7GU, England, United Kingdom |
| Website | https://keybino.com |
| General Support | [email protected] |
| Compliance | [email protected] |
| Privacy | [email protected] |
Last Updated: 1 April 2026