Refund policy
Last updated: 15 September 2026
Kiviora.com sells digital gaming products delivered electronically, including digital codes, game keys and prepaid digital products. This Refund Policy explains the rules applicable to cancellations, the statutory right of withdrawal, defective or incorrectly delivered digital products and refunds.
Digital products are not physically returned. The availability of cancellation, withdrawal or a refund depends on whether delivery has begun, whether the statutory conditions for loss of the right of withdrawal have been met and whether the product has been delivered correctly and conforms to the contract.
1. Cancellation before delivery
You may request cancellation before Kiviora begins delivery of your digital product.
If we receive your cancellation request before the digital code, key or other digital product has been sent to your email address, we will cancel the order and issue a full refund.
To request cancellation, contact support@kiviora.com and include your order number.
2. Right of withdrawal and immediate delivery of digital content
Digital products sold by Kiviora are digital content supplied without a tangible medium.
Consumers generally have a statutory right to withdraw from a distance contract within the applicable withdrawal period. However, specific rules apply to paid digital content that is not supplied on a tangible medium.
Under Article 38(1)(13) of the Polish Consumer Rights Act of 30 May 2014 (Ustawa z dnia 30 maja 2014 r. o prawach konsumenta), the statutory right of withdrawal does not apply to a contract for the supply of paid digital content not supplied on a tangible medium where Kiviora has begun performance with the consumer's prior express consent, the consumer was informed before performance began that they would lose the right of withdrawal after performance began and acknowledged this consequence, and Kiviora has provided the confirmation required by applicable law.
This rule corresponds to Article 16(m) of Directive 2011/83/EU on consumer rights.
Before proceeding to checkout, you may expressly request that Kiviora begin delivery of your digital product before the end of the statutory withdrawal period and acknowledge the resulting loss of your right of withdrawal once the applicable statutory conditions have been satisfied.
Digital products are delivered manually by email after payment confirmation, normally within 15 minutes.
If the statutory requirements for loss of the right of withdrawal have not been satisfied, your statutory right of withdrawal remains unaffected.
3. Correctly delivered digital products
Where the statutory right of withdrawal has been validly lost under the conditions described in Section 2, a correctly delivered digital product is not eligible for cancellation or a refund solely because you have changed your mind.
The same applies where a correctly delivered code, key or digital entitlement has been redeemed, used or applied to an account and the statutory right of withdrawal has been validly lost.
This does not affect any mandatory consumer rights, including your rights where digital content is defective, non-working, incorrectly delivered or otherwise does not conform to the contract.
4. Defective, non-working, non-conforming or incorrectly delivered products
Please contact us promptly if:
- a code or key is invalid or does not work;
- the wrong product was delivered;
- the delivered product does not match your order;
- the digital content does not conform to its description or the contract;
- delivery details are incorrect; or
- another delivery or product issue prevents normal use.
Please include your order number and, where relevant, the activation error message or screenshots that help us verify the issue.
Kiviora will review the reported issue and provide the remedy required by applicable law. Depending on the circumstances, this may include bringing the digital content into conformity, correcting the delivery, providing a replacement or alternative product, reducing the price, or issuing a full or partial refund where applicable.
We may request information reasonably necessary to verify the order, delivery, activation status and reported issue.
Nothing in this section limits remedies or other rights that cannot legally be excluded or restricted.
5. Compatibility, region and product information
Before placing an order, please review the relevant product page carefully, including the product name, platform, product type, region, activation requirements and any compatibility information displayed before purchase.
If you are uncertain whether a product is compatible with your account, device, platform or region, please contact support@kiviora.com before placing your order.
A platform, compatibility or regional restriction that was clearly disclosed before purchase does not by itself mean that correctly delivered digital content is defective or incorrectly delivered. This does not affect any mandatory consumer rights or remedies available where the digital content does not conform to the contract.
6. Refund processing
Where a refund is due under applicable law or has otherwise been approved by Kiviora, the refund will be made using the original payment method unless another method is expressly agreed where permitted by law.
Where statutory refund deadlines apply, Kiviora will process the refund within the period required by applicable law. Where no specific statutory deadline applies, an approved refund will be processed without undue delay.
After a refund has been processed by Kiviora, the time required for the funds to appear in your account may depend on your bank, card issuer or payment provider.
7. Mandatory consumer rights
Nothing in this Refund Policy excludes, restricts or otherwise limits mandatory consumer rights available under applicable law.
In particular, this policy does not remove the statutory right of withdrawal where the legal requirements for its loss have not been satisfied.
It also does not exclude statutory rights or remedies relating to digital content that is defective, non-working, incorrectly delivered or otherwise does not conform to the contract.
If a provision of this Refund Policy conflicts with a mandatory provision of applicable consumer law, the mandatory provision of law takes precedence.
8. Contact
For cancellation, delivery, product or refund requests, contact:
support@kiviora.com
Monday-Saturday, 9 AM-9 PM CET
Please include your order number in your message so that we can identify and review your order.
Kiviora.com is operated by Marta Zamojska.
VAT UE: PL8262225537 · REGON: 540143342
Gen. Andersa 22, 08-450 Łaskarzew, Poland