I. General conditions

These Terms and Conditions of the e-shop of company KeenGamer s.r.o. (hereinafter the "GC") govern the relationship between the parties to the purchase agreement, on one hand, the company KeenGamer s.r.o., ID 017 90 609, VAT CZ1790609, headquartered V Zátiší 810/1, Mariánské Hory, 709 00 Ostrava, registered in the commercial register at the Regional court in Ostrava, Ref. nr. 56671, Section C, as a seller (hereinafter referred to as "Seller") and on the other hand, the purchaser (the "Buyer"). All information about the Seller is listed on the website of the company on www.keengamer.com or eshop.keengamer.com (hereinafter "Web", operated by KeenGamer s.r.o.). Information is presented in Czech or English language (in case of a conflict between the Czech and English text, the Czech text is valid).

The Buyer may be an entrepreneur natural or legal person. Natural person not doing business, further “Consumer”.

Buyer, by placing an order, confirmed before concluding the contract, is familiar with these GC, whose integral indivisible part is the statement (prior to the conclusion of the contract) written in Article II, "Complaints Procedure" and the documentary "Delivery method" and "Terms of Payment", and that, with them, Buyer expressly agrees, and as amended and in force at the moment of placing payment. GC business conditions are valid for purchases at e-shop address: eshop.keengamer.com.

The buyer is aware that by purchasing products, that are in the Seller's e-shop, gives no rights to Buyer to use registered trademarks, trade names, company logos, etc. unless a special contract stipulates otherwise.

The Buyer will receive an order confirmation to his/her email address during registration on the Web of Seller.

During the registration on the Web and ordering goods, the Buyer is obliged to provide correct and true information. The data stored in the user’s account is a Buyer required to update in case of any change. The data provided by Buyer during the ordering procedure are deemed correct by Seller.

All contractual relations are concluded in accordance with Czech law. If a party of the contract is a final consumer, a natural person, relations not adjusted by this GC are governed by business conditions of the Civil Code and the Consumer Protection Act (no. 634/1992 Coll.). If the contracting party is not a consumer, but the legal person, the relations not modified by GC are governed by law of Business Corporations Act no. 90/2012 Coll., as amended.

II. Communication prior concluding a purchase contract

The Seller states:


2.1 The cost of the expenses of distance communication between Buyer and Seller is not different from the basic rate (in case of Internet or dial-up connections needed to exist at Buyer’s site, the Seller does not charge any additional fees);

2.2 The Seller requires payment of the purchase price by Buyer before accepting the fulfillment of the Purchaser from the Seller;

2.3 The Seller guarantees delivery of the goods at the price at the day of ordering in case of payment within 5 days after the order. When payment by Buyer appears after this date, the Seller may adjust the price of goods (adjusted by altered within the exchange rate movements) or may become annulled and the Seller is entitled to terminate the contract and/or return payment if sent by Buyer;

2.4 Prices of goods and services at Web operated by the Seller are provided exclusive and inclusive of VAT according to the domicile of the Buyer on the day of the order. These prices do not include any special fees prescribed by law of destination country of Buyer, just the VAT;

2.5 Prices of goods and services are given in local currency of country of Buyer, if not possible, are shown in EUR or USD. Prices in local currency reflect the daily exchange rate movements against EUR.

2.6. In case the Buyer is a final natural consumer, the Buyer shall have the right to withdraw from the contract (unless otherwise stated below), and within fourteen days, counting from, in the case of:

I. purchase agreement - from the date of receipt of goods,

II. purchase agreement of several kinds of goods or supply of several parts - from receipt of a final part of delivery of goods;

and this withdrawal must be sent in written form by email to the Seller’s address [email protected],

Buyer shall not withdraw from the contract if:

I. the supply of goods or services whose price depends on fluctuations of financial markets beyond the control of the Seller and which may occur during the period for withdrawal;

II. the supply of goods is subject to rapid deterioration, as well as goods which, after delivery, were irrevocably mixed with other goods;

III. the supply of digital content, if not supplied on a tangible medium and came with the prior express consent of a Buyer before the deadline for withdrawal, the Seller points out that in the case of digital content delivered online to Buyer, he/she can NOT withdraw from such contract if the digital content was used (redeemed) by the Buyer. With this Buyer agrees during the payment procedure in a shopping basket, where he/she accepts this agreement;

2.7 The purchase is allowed worldwide.

2.8 Seller reserves the right not to accept an order, marked by Seller's operator as suspected of a fraudulent attempt to purchase. This mark might be cancelled by phone call between operator and Buyer or by email confirmation of Buyer with identification of a Buyer - ID card / driving licence etc. In this case the contract will be completed. Otherwise (no proof of identity of a Buyer), the Seller might terminate the contract and Money will be refunded to a Buyer.

The contract, and respectively appropriate order will be stored in an electronic archive of the Seller, the registered Web users-Buyers have access to these data using their profile;

if the Buyer has a complaint, may apply via email contact [email protected]. If necessary, complaints can be addressed directly to the state supervisor or state supervision.

Buyer affirm that is either more than 18 years of age, or an emancipated minor, or possess legal parental or guardian consent, and are fully able and competent to agree to, be bound by and comply with these GC. In any case, Buyer affirm that Buyer is over the age of 13, as the Web and Products are not intended for children under 13. If Buyer is under 13 years of age, then please do not use either Web or Products. 

Claim for damages:
To the fullest extent permitted by the applicable law, in no event will the Seller be liable for any material and non-material damage, any lost profits, income or sales, or any loss of data or costs incurred for the provision of replacement goods or services, non-pecuniary damage, personal injury, business interruption, loss of business information, or any special, direct, indirect, incidental, economic or consequential damages, whatever the cause, whether arising from a contract of sale, negligence or other facts giving rise to liability arising directly or indirectly from the use of, or the impossibility to use, the purchased software, or the activation of other software with purchased key/ license, even if the Seller is aware of the possibility of such damages.

The Seller's liability for breach of obligations under this agreement is generally limited to the amount of the software or license / key paid for the relevant order in respect for which the damage was incurred. Both parties to the Purchase Agreement - the Buyer and the Seller - jointly declare that in view of all the facts known to the parties at the time of the conclusion of this agreement, it can not be foreseen that the potential damage that may arise will exceed the amount to be paid Buyer to the Seller for the appropriate order.


III. Purchase contract


1. Conclusion of contract

Buyer can conclude an agreement by accepting a proposal for concluding a contract at Web operated by Seller by inserting goods or services into the purchasing basket. Before Buyer confirmed final order, has the right and opportunity to check all the data entered into an order. The purchase contract arises after being sent by Buyer, and Seller accepts this order with a confirmation email; written acceptance by the Seller. As a written acceptance is not considered confirmation of order, but confirmation of acceptance of the payment. Operator of Web confirms the payment and after this process, contract is concluded. For any errors during data transmission, Seller is not responsible. Conclusion of contract Seller shall immediately confirm to the Buyer by informative e-mail to Buyer-specified registered email.

Concluded contract (including the agreed price) can be changed or canceled only by agreement of both parties or based on legal conditions.

Concluded contract is archived by Seller for at least five years from its conclusion, but no longer than under the relevant legislation for its successful fulfillment and is not accessible to non-participating third parties. As an interested party is considered a payment gateway, enabling payment transactions for Buyer and Seller's suppliers. Information about individual technical steps leading to the conclusion of the contract are obvious from these GC, where the process is clearly described.

Acceptance of the offer with the addition or deviation from goods sold at Web of the Seller is considered as not acceptance of the offer.

By concluding the purchase, contract gives the Buyer consent for sending commercial offers and advertisements. This consent may be changed at any time by sending an e-mail message from a registered user from his email address to [email protected] with the subject: refusal of receiving commercial offers” and this given email address will be removed from the database of commercial messages. After finished Purchase with refusal of receiving commercial offers, there might be send two additional emails with Purchase evaluations from Buyer. 

For gifts that are completely free of charge, can not exercise any rights as a Buyer. Such goods meet the conditions of the donation agreement and all standards under applicable legislation of the Czech Republic.

Buyer agrees to pay all costs associated with the enforcement of a claim, if his commitment is overdue.

2. Delivery of the purchased item(s)

By purchase contract, Seller agrees that Buyer refer the matter that is the subject of purchase, and allow him/her to acquire title/their license, and Buyer agrees that item/digital content will assume and pay to the Seller the purchase price.

The seller retains ownership of items, and therefore the buyer becomes the owner until full payment of the purchase price. Similarly, this rule is used when buying licenses or services.

Seller shall refer the matter, as well as documents (for documents is regarded as their electronic form) that relate to item, and enable the purchaser to acquire ownership rights to item/license in accordance with the contract.

Seller gives to Buyer the object of purchase contract at the agreed quantity, quality and design.

For used goods sold by the Seller, he is not liable for defects caused by the existing use or wear. For items sold at a lower price, the seller is not liable for defects for which the lower price was agreed. Instead of the right to exchange the item a buyer in such cases has the right for a reasonable discount.

Process of validating the order is made by operator and takes some short time. It is not automatic process, there should be a short delay between providing payment by Buyer and obtaining confirmation about the acceptance of payment and notification of prepared game licence in admin menu of the Web - in case of items with delivery: Immedately designation. This means: delay might be up to 1 hour for daily hours and up to 4 hours for nigh time (CET).

By providing a game key or license, Seller's obligation is terminated and met. The delivery is deemed to be either by email to Buyer or displaying it in the Buyer's Administration Interface on the Web - Buyer will be informed by email. Seller has no other obligations under the sales contract. Seller is not responsible for eg. problems caused by a software publisher or any activation platform (Steam, Origin, etc.), incompatibility of the SW and Buyer's HW and others. The seller is responsible only for the validity of the game key / license.

3. Transition risk of damage

Item is defective, unless agreed properties. The defect is regarded as the fulfillment of other things and flaws in the documents necessary for the use of item.

Buyer item inspected as soon as possible after the risk of damage ceases to apply and coincides with its properties and quantity.

Risk of damage passes to the Buyer since takeover matters, in case of electronic key(s) of sending an email with the key(s) or by examining the key(s) by Buyer in the menu in the administration of Web, after Buyer logs in. The same result occurs, if not item is not taken by Buyer, although Seller allowed him/her to dispose with key(s).

Damage to item arising after the transfer of risk of damage to the Buyer, does not affect its obligation to pay the purchase price, unless the Seller damage caused by violating its obligations.

4. Liability of Seller

Seller is responsible, the item has no defect when overtaken to a Buyer except stated at the item.

When defect appears within six months after receipt, it is considered that the item was defective at the time of takeover. Various dates closer regulates the Complaints Procedure.

For the businessman buyer, legal person, may be duration of the right of defective performance handled differently.

Right from defective performance for the Buyer shall not be accepted if the Buyer knew that the thing has a defect, or if the buyer caused the defect itself.

5. Participation in promotions

From time to time, this site may include advertisements offered by third parties. Buyer may enter into correspondence with or participate in promotions of the advertisers showing their products on this site. Any such correspondence or promotions, including the delivery of and the payment for goods and services, and any other terms, conditions, warranties or representations associated with such correspondence or promotions, are solely between Buyer and the advertiser. Seller assume no liability, obligation or responsibility for any part of any such correspondence or promotion.

6. Significant breach of contract

If defective performance is a substantial breach of the contract, the Buyer has the right to:

a. on the elimination of defects of delivery or delivery of new item without defect or delivery of missing things unless it is due to the nature of the defect unreasonable, but if the defect concerns only a component of the thing, the Buyer may request a replacement part; if this is not possible, it may withdraw from the contract. If, however, due to the nature of the defect disproportionate, especially if Seller can remedy the defect without undue delay, the Purchaser has the right to free remedy;

b. correct the defect by repairing the item;

c. appropriate discount on the purchase price; or

d. withdraw from the contract.

Buyer shall notify the Seller the right he/she chose, when notifying defects or without undue delay, after notification of the defect. The Buyer selection of the option can not be changed without the consent of the Seller;

If the Buyer will not chose the option right on time, meant within 2 days of notification of defects, the right changes into the section 7 - minor breach of contract - see below.

Not working licence/game key is considered as minor breach of contract and is processed as a claim.


7. Minor breach of contract

If defective performance is unsubstantial breach of contract, the Buyer has the right to correct defects or request a reasonable discount from the purchase price.

8. Violation of the contract in general

The right to deliver new items, or replace parts of supply, has a Buyer in the case of correctable defects if the item can not be properly used for recurring defect or for a larger number of defects. In this case, the Buyer has the right to cancel the contract.

Upon delivery of new item, Buyer to Seller, on his/her expense, will return item originally supplied (including all accessories supplied).

In case Buyer will not report the defect without undue delay after he could in a timely inspection and adequate care, will the court hold the right of defective performance confessions.

Seller may cancel user account and Buyer prevent him/her from further purchases, especially if the Buyer breaches its obligations under the GC. Also Seller might cancel account of a Buyer in case of fraudulent attempts, such as changing emails, changing bank cards, using proxy servers etc.

9. Interventions by Buyer

In the case of buying products that require any intervention from the user-Buyer i.e. VPN activation, change of language, etc. Seller is not responsible for any changes (regional, language etc. In the future). Buyer buys this product with the above means and is aware of the possible risk.

10. Compatibility

Seller does not guarantee full compatibility of the components sold with other parts or components, not approved by Seller or Seller’s employee, producer or supplier of unapproved, components, or software applications whose functionality was not expressly requested by the buyer in a written order; unless such compatibility of similar goods is common, and unless the Seller of goods expressly stated that the goods in question are compatible only with the aforementioned list.

Likewise compatibility for software and its various versions is valid. Furthermore, if the compatibility of certain versions of the software is declared, the same does not apply automatically to the next, as well as for previous versions of the software.

When selling a license key, Seller guarantees only the functionality of the keys, thus registering online games. Seller does not guarantee functionality of hardware of Buyer. 


IV. Withdrawal from the Purchase Contract


1. Withdrawal to Buyers - Consumers

The Consumer has the right to withdraw from the contract within fourteen days. Period runs from the date of receipt of the goods;

The Seller allows the Consumer to withdraw from contract by sending an email to [email protected] or use our contact form on the website, and Seller will confirm delivery to Buyer - Consumer without delay.

Email to withdraw from the contract must contain:

Email subject: Withdrawal from the contract,

Text field:

Number of order

Total price excluding VAT


When withdrawing from the contract with the subject or electronic license key code proceed according to point II. paragraph 2.6.

At the time of receive/display license keys delivered to Buyer, automatically starts performance of the contract/ordered services. From this time, it follows that the Buyer becomes a lawful user of a service and license key is thus understood as used. Licence key is stored in administration menu of Buyer on Web and displaying of this licence is stored and logged.

If the Consumer withdraws from the contract, the buyer shall send or transmit without undue delay, no later than fourteen days from the withdrawal from the contract, goods received from the Seller. The financial settlement between the Seller and the Buyer will be provided in seven days after receipt of the goods by Seller. A prerequisite of this transaction is reception of goods by Seller in given state condition, understood as unused according to law. Seller will return the funds received directly to the Buyer's bank account. Buyer pays the transfer fee for sending the goods to the Seller. In case the Buyer has paid part or the whole amount of the purchase price, this amount will be transferred back to his account or address, and the contract will not be concluded.

Buyer acknowledges that if the good(s) is(are) a provided gift(s), the gift agreement between Seller and Buyer is concluded with a condition that in case of withdrawing from the contract contract within 14 days, the donation contract is due to expire and the consumer shall, together with the returned goods, send back the related gift(s). In case these will not be returned, this will be considered as unjust enrichment of a Consumer-Buyer. Unless return of gift(s) is not possible from a Buyer to a Seller, the Seller is entitled to ask for a payment equal to the normal price of gift(s).

2. Withdrawal in other cases

The Buyer can not withdraw from the contract or request delivery of new item if he/she is unable to return the item in the state in which it was received or if the sold item consists of a digital content. This does not apply if:

a. there is a change in status of item as a result of inspection to detect defect(s);

b. Buyer used the item before discovering defect(s);

c. Buyer does not cause the impossibility of returning things in the same state acts or omissions; or

d. Buyer sold the item before discovering the defect(s), consumed it or changed it in the matter of normal use; If only partial return to the Seller is possible, Buyer is obliged to return all of what is possible, and give to the Seller a refund up to the total price of the item.


3. Data security and protection

Seller declares that all personal information is confidential and will only be used for the execution of the contract with the Buyer and the marketing actions of the Seller (including those carried out by the contractors with the Seller) and not otherwise disclosed to any third party, etc., with the exception of situations related to the distribution or payment gateway or purchase of licenses related to ordered goods (name, email and shipping address) or special marketing events. The Seller acts so that the data gathered from Buyer will not be used upon their rights, in particular the right to human dignity, and shall also ensure protection against unauthorized intrusion into his/her private and personal life of the Buyer. Personal information that is provided voluntarily by the Buyer to the Seller in order to fulfill orders and marketing campaigns seller are collected, processed and stored in accordance with the applicable laws of the Czech Republic, particularly with Act no. 101/2000 Coll., as amended. Buyer gives to Seller consent to collect and process personal data for purposes of satisfying the subject of the contract and use for marketing purposes of the Seller (esp. for sending commercial emails, including service through third parties, until a written statement of disagreement with the processing is sent to the email address: [email protected] Subject of email: Disagreement of the usage of personal data.

The text of the email: Name, surname, email. Disagreement must be sent to the registered email address of the Buyer.

During the complaint procedure the following information is required from Buyer: name, address, telephone number, e-mail signature or digital signature. Any and all personal data collected is processed solely for the purpose of handling complaints in accordance with law no. 101/2000 Coll. - protection of personal data, as amended.

The Buyer has the right to access his/her personal data and to correct it, including the right to request clarification and rectification of status and other legal rights to this data.

The Seller may also collect so-called "Cookies" to facilitate the provision of information society services, in accordance with the provisions of Directive 95/46 / EC for the purpose of "Cookies" and similar tools, and ensures that users are made aware of information that is placed on the terminal equipment they are using. Users have the option to refuse the "Cookies" or similar device stored on their terminal equipment, eg. for example by switching the browser into private browsing functionality.

Seller, due to crime prevention and possible damage, have the right to refuse an order Buyer generated from the blocked IP addresses in the event that an IP address is on the so-called blacklist or email that has already been marked to the so-called Blacklist of the Seller or the mail server, known for fraudulently operations. Seller might refuse order with suspicion of fraud process, mainly with credit or payment card. The Blacklist of customers who in the past have not paid for the goods or otherwise breached the purchase contract, are also banned for further orders. In case of problems with the order, the Buyer may contact the Seller through email address [email protected] describing the issue.

Process of validating the order is made by operator and takes some short time. It is not automatic process, there should be a short delay between providing payment by Buyer and obtaining confirmation about the acceptance of payment and notification of prepared game licence in admin menu of the Web - in case of items with delivery: Immedately designation. This means: delay might be up to 1 hour for daily hours and up to 4 hours for nigh time (CET).

KeenGamer s.r.o. as Seller is the owner of registered trademark: KeenGamer. Nothing in these GC grants Buyer any right to use  trademark, service mark, logo, and/or the name of KeenGamer without permission of Seller.

Advertising announcements

If an ad is appearing on a website of a Seller to sites other than the website of Seller or to www.keengamer.com, the Seller bears no responsibility for payments and orders made via the linked services and advertisements.



V. EET - electronic registration of sales


Buyer accepts obtaining EET receipt by email after the purchase.   



VI. Opening hours

Orders via Web are handled 24 hours a day, 7 days a week

In case of failure of a computer system or force majeure or damage caused by third-party, Seller is not liable for failure to comply with operating time or data loss for pending orders.

Authorized contact for resolving queries and problems: [email protected]


VII. Prices

All prices are fixed by each purchase contract. Web is always up to date and current prices.

Prices are final, without VAT and including VAT according to domicile of Buyer. All other taxes and fees, which the Buyer must pay to obtain the goods, are not included (i.e. freight charges, the cost of distance communication, customs duties, etc.).

Special prices or discounted products are valid while stocks or for a period of specified time.

Buyer acknowledges that there may be cases where there is no closure of the contract between Seller and Buyer, especially when the buyer orders the goods at the price published in error due to errors in the internal information system of Seller. The seller in this case shall inform the Buyer of such a fact.

Seller reserves the right to declare as void the purchase contract concluded, if there is a misuse of personal information, misuse of credit cards, etc., or because of the intervention of an administrative or judicial authority for such a procedure. The Buyer will be informed of such a process.

Buyer acknowledges that, out of these cases, a purchase contract cannot validly arise.

The Buyer gets the performance for the price valid at the time of ordering. See. Point II. 2.3

This price will be listed in the order and in a message confirming receipt of good order. Order can be placed via Web of the Seller or in case of a registered user, also by phone or email.

Seller advised Buyer to make his/her orders through Web via the registered profile. Seller is not responsible for the abuse of the Buyer’s profile for purchase by someone other than the owner of the profile.


VIII. Payment

The seller accepts the following payment terms or only those available at the checkout page depending on the domicile of the buyer:

a. Ppayment by credit card MasterCard or Visa or Maestro through an Internet payment portal;

b. Payment in advance by bank transfer;

c. Payment via the web interface of a Bank;

d. Payment by SMS;

e. Payment by PayPal;

f. Payment by PaySafeCard;

The goods remain in possession of the Seller until full payment of Buyer occurs, but the risk of damage passes receipt of goods by the Buyer.

Buyer's billing information can not be changed retroactively after sending the order.

All payment options are clearly stated on the Web of Seller.

Payment terms are set by the operator of payment gateway and when using Web, Buyer agrees to these terms. These terms are listed in Annex "Terms of Payment" and are an integral and indivisible part of the purchase contract.

IX. Terms of delivery

1. Methods of delivery

The Seller provides or arranges delivery the item in the following ways:

a. physical goods: Sent by transport service;

b. license keys: License key will be issued to the Buyer via the user interface, in Web profile of a Buyer, and at the time stated on the product itself, at the time of the order after receipt of payment.

Note: In case of non-delivery of license keys, the Seller shall return to Buyer the purchase price by appointment on his/her bank or other money account, according to payment method, chosen by Seller. Within a week (7 days) after the actual payment is credited to the account of the Seller (the day when the refund is sent from the Seller is considered the date of sending a returned payment by the Seller).

2. Other Conditions

Damaged or incomplete shipment must be reported immediately by e-mail to [email protected]m. Additional complaints of incompleteness or damage to the item does not relieve the Buyer of claim to the right item, but it gives the Seller the opportunity to prove that there is no conflict with the contract.

X. Warranty Conditions

Warranty terms for goods are governed by the Seller’s Complaints procedure and the relevant legislation of the Czech Republic. Such warranty document usually serve a document or e-mail of purchase (see details. Complaints procedure).


XI. Final Provisions

Relations and any disputes arising under the contract shall be resolved exclusively by the law of the Czech Republic and will be resolved by the relevant authorities of the Czech Republic, namely out of court by the Czech Business Inspection and only if the Czech Business Inspection decides through the courts of Czech Republic.

Any disputes can be solved by using the online platform of the European Commission at http://ec.europa.eu/consumers/odr/.

The contract is concluded in Czech or English language. If there is a need for Buyer's translation of the text of the contract, applies in a case of a dispute concerning the interpretation of terms, the interpretation of the contract in the Czech language is valid. The Parties agree that the Seller can GC extent appropriate to unilaterally change. For each purchase at Web of Seller, Buyer agrees with the current version GC at the day of purchase. The original terms and conditions GC of Web expire and a new version of business conditions GC has become an integral part of the purchase contract.

These GC, including their components, are valid and effective from 1th of January 2018 and repeals the previous terms and conditions.




Complaints Procedure

1. General provisions and definitions

The Complaints Procedure has been prepared in accordance with the provisions of Law no. 89/2012 Coll., Civil Code and on. No. 634/1992 Coll., Consumer Protection Act, as amended (the "Act") and applies to consumer goods (hereinafter "goods"), in which the warranty period is exercised
the Buyer has the right from liability for defects (hereinafter "complaint"). Consumer contract is a contract purchase, contract for work or other contracts where parties are on the one hand the Seller and consumers on the other. The Seller is a company KeenGamer Ltd., ID 17 90 609, VAT CZ1790609, headquartered in V Zátiší 810/1, Mariánské Hory, 709 00 Ostrava, registered at the Commercial Register at the Regional Court in Ostrava, sp. Ref. 56671, Section C KeenGamer Ltd. is a company that at the conclusion of the contract acts in a commercial or other business activities. It is a businessman who, directly or through other business supplies Buyer with products or services. The customer is a Buyer. Due to the current legislation distinguishes Buyer at the conclusion of the contract acts in a commercial or other business activity, and/or as the buyer-consumer. The warranty period begins on receipt of the goods. The warranty period for new goods is 24 months, with the exceptions stipulated by law. The deadline expires on that numerical designation coincides with the date when started and the corresponding number of months later. Rights from liability for defects, which are subject to the guarantee period, expire, unless exercised at that time. The warranty period is extended by the period during which the goods were in warranty repair. In case of replacing the item with a new one, a new warranty period occur. The warranty does not cover wear and tear caused by normal use. By the request of the consumer, the Seller must provide a guarantee in written form (warranty). Permitted by the nature of things, sufficient warranty form is proof of purchase of item (invoice), which must include information of such warranty. If it is with regard to the guarantee needed, the seller in the warranty list provide understandable way to explain the contents of warranty, indicating the scope, conditions, validity period and how it is possible to assert claims arising from it. All documents are considered valid in their electronic version. The warranty certificate must contain the name and surname, name or trade name of the Seller, identification number, registered office, if a legal person, or residence, if a natural person. If given more than the statutory warranty, the Seller shall determine the conditions and the scope of the warranty extension in the warranty list.

2. Claim procedure

Claims must be processed without undue delay, within 30 days of the claim’s start, unless the seller and buyer agree on a longer period. In situations where it is necessary to send the goods to the Seller, the Buyer, in its own interest, packed the goods in an appropriate and adequately protecting packaging material. The claim expires in the event of improper putting the goods into operation, as well as improper handling. In case of withdrawal from the purchase contract or obtain discount, the purchase price is refunded to Buyer using the relevant payment method, chosen by the payment method of the Buyer. The buyer is entitled to reimbursement of reasonable expenses associated with the application of a legitimate complaint. These costs are seen as the minimum necessary.

In the case of complaint about non-functional game key the Buyer must provide the Seller all the necessary information and screenshots as written per platform here https://eshop.keengamer.com/en/info/claims

If the claimed license is exchanged for another or provided with new software, neither the buyer nor any other person directly or indirectly provided by the Purchaser of the claimed software or license, may be used. In the case of a license, the use of the license key originally provided is prohibited to be used.

3. Wrong claim

Violation of protective seals, informative labels, and serial numbers of the item; Buyer runs the risk of rejection of the complaint, unless damage occurs during normal use. Seal and serial numbers are an integral part of the goods and do not limit the customer's right to use goods and manipulate it in full of what the goods are destined.

The warranty does not cover damage caused (in the event that such activity is not usual activity and it is not prohibited in the operating instructions)

- Mechanical damage of goods,

- Electrical surges (visibly burned components or circuit board) with the exception of normal variation,

- Use of goods in conditions that do not correspond to temperature, dust, humidity, chemical and mechanical influences, and environment that manufacturer or vendor directly addressed

- Improper installation, handling, operation, or neglect of goods

- Goods damaged in part or entirely by a computer virus, etc.,

- If the defect occurs only with software for which the customer is not able to prove in a legal way the acquisition or use of unauthorized software and consumables

- Damage caused by excessive load or use contrary to the conditions stated in the documentation or the general principles

- Performing unskilled intervention or changing parameters,

- Goods which have been modified by the customer (painting, bending, etc.), if the defect arose as a result of this adjustment,

- Having incorrectly carried out upgrade to BIOS, firmware,

- Damage to natural elements or force majeure,

- The use of incorrect or faulty software,

- Claim of already used game key in case of online activation,

- Claim of non-working software while purchased licence key,

- The use of incorrect or non-original consumables, nor for any damages resulting from such use, unless such use is not common yet been ruled out in the attached instructions for use.

This restriction does not apply if the characteristics of the goods that are in conflict with the above conditions, the Buyer and Seller expressly agreed, declared by the Seller, or can be expected due to advertising or carried out the usual manner of use of the goods.

In the event that the goods are software, the warranty covers only the physical legibility of media (media not scratched, etc.). Upon the removal of protective equipment (foil, seal, opening envelopes, etc.) Buyer becomes an authorized user of the software product and accepts the licensing terms, made for software or digital content, it has to upload to his perception of a license key. This does not apply to conflict with the contract.

4. Final provisions

The Complaint Rules become effective on 1st of January 2018 and invalidates previous complaints orders. Changes in claim procedure reserved. The rights from a law of the buyer arising from the Act are not affected by this Complaint Rules.


Delivery method

Seller shall deliver to Buyer a complete service within 24 hours of receiving the payment for the order, if an individual digital content does not have different deadline for delivery. Usually it is within a few minutes or as stated on the relevant product page. The term differs for pre-orders or for products not on stock. Process of validating the order is made by our operator and takes a while. It is not an automatic process, therefore there is a short delay between providing the payment by Buyer and receiving the confirmation about the acceptance of payment and notification of prepared game licence in the administration menu of the Website.

The fee price of delivery is always included in the total price, the Seller does not charge any other fees associated with this process, digital content will be made available to the Buyer in its customer profile, as will be informed via email. Transport of licenses will always be done electronically, unless indicated otherwise.


Payment Terms

Payments are made possible by using bank transactions, credit or debit card payments, electronic wallets or other methods. Details are shown in the cart when selecting the payment method and in Explanatory notes. Each customer selects a payment method before finishing the purchase.

Privacy Policy and payment terms depends on the payment method of Buyer's choice. Each method has a provider and its conditions are found on its website. The provider of the payment is stated at each method.