This Refund & Withdrawal Policy explains your rights when purchasing digital games, software, licence keys and other digital products from SIA Jar-Jom.
Nothing in this Policy limits any mandatory rights you have under applicable EU, EEA or national consumer law.
EU consumer law provides separate rights relating to cancellation and defective or non-conforming digital content.
| Right of Withdrawal | Legal Guarantee of Conformity | |
|---|---|---|
| What it is | A right to cancel without giving a reason | Rights and remedies where a Product is faulty or does not conform to the contract |
| Main EU legislation | Consumer Rights Directive 2011/83/EU | Directive (EU) 2019/770 on digital content and digital services |
| General period | 14 days from conclusion of the contract | At least 2 years for a single supply, subject to applicable national law |
| Can the right be lost? | Yes, for immediately supplied digital content if the legal requirements are met | No. Mandatory conformity rights cannot be waived |
| Do you need a reason? | No | The Product must fail to conform to the contract |
Losing your statutory right of withdrawal does not affect your conformity or guarantee rights.
For example, if a licence key is invalid, already redeemed, incorrectly region-restricted or otherwise does not match what was advertised, you may still have the remedies described in Section 4 even if you consented to immediate delivery.
Where anything in this Policy provides less protection than mandatory consumer law applicable to you, the mandatory law prevails.
| Situation | General outcome |
|---|---|
| Key or code never delivered | Replacement or full refund |
| Key invalid, already redeemed or incorrectly region-locked | Remedy under Section 4, which may include replacement, price reduction or refund |
| Product materially different from its description | Remedy under Section 4 |
| Duplicate payment or duplicate order | Refund of the duplicate payment/order |
| Order cancelled by us | Full refund |
| Withdrawal requested before supply begins | Full refund where the statutory right applies |
| Withdrawal requested after immediate delivery where valid prior consent and acknowledgement were obtained | Statutory withdrawal right may have ended; conformity rights remain |
| Withdrawal requested where we failed to obtain the legally required consent/acknowledgement | Statutory withdrawal rights remain as required by law |
| Faulty or non-conforming Product | Conformity remedies under Section 4 |
| Unredeemed gift card | Subject to Section 6, where gift cards are offered |
| Redeemed gift card | Normally not refundable except where required by law |
This table is provided as a summary only. The sections below govern in more detail.
Where applicable, consumers have 14 days to withdraw from a distance contract without giving a reason.
For digital content not supplied on a tangible medium, the withdrawal period generally begins on the day the contract is concluded.
To exercise a right of withdrawal before it expires, send us a clear statement at:
You may also use the Model Withdrawal Form at the end of this Policy, although using that form is not mandatory.
Sending your withdrawal notice before the applicable deadline is sufficient.
Where the withdrawal right applies and has not been validly lost, we will refund payments due under applicable law within the required statutory period, normally no later than 14 days after receiving your withdrawal notice.
Unless otherwise agreed and permitted by law, reimbursement will be made using the same means of payment used for the original transaction and without charging you a reimbursement fee.
Digital games, software and licence keys sold through our stores are normally supplied electronically.
Under the rules applicable to digital content not supplied on a tangible medium, your statutory right of withdrawal may end once supply begins, but only where the applicable legal requirements have been satisfied.
Before immediate supply begins, this generally requires:
your prior express consent to supply beginning before expiry of the withdrawal period;
your acknowledgement that you will lose your right of withdrawal once supply begins in accordance with applicable law; and
confirmation of your consent and acknowledgement on a durable medium, such as your order-confirmation email, where required.
Where these requirements apply, our checkout will request the required consent and acknowledgement before immediate digital delivery.
If the legally required conditions have not been satisfied, your statutory rights remain unaffected.
Where our checkout provides an option to delay delivery, you may choose not to receive the digital content immediately.
In that case, supply will begin in accordance with the option selected during checkout or after the applicable withdrawal period expires.
This provision applies only where the relevant webshop technically supports delayed digital delivery.
Any additional voluntary refund, exchange or cancellation policy offered by us will be stated separately.
Such voluntary rights are additional to, and do not replace, your statutory consumer rights.
Your conformity rights are separate from your right of withdrawal.
We are required to supply digital content that conforms to the contract in accordance with applicable consumer law, including national laws implementing Directive (EU) 2019/770.
Digital content should, where applicable, match the description, type, quantity, quality, functionality, compatibility, interoperability and other characteristics agreed at the time of purchase.
A Product may be non-conforming where, for example, a licence key or digital code:
is never delivered;
is invalid or rejected by the relevant platform;
has already been redeemed by another person;
is for a different Product, platform or edition than advertised;
uses a different language from the one advertised;
contains a region restriction that was not properly disclosed before purchase;
does not provide functionality or content expressly advertised on the Product page; or
does not work with platform or system requirements that we stated it would support.
Where a Product does not conform to the contract, applicable consumer law may first give us the opportunity to bring it into conformity.
For a licence key, this will normally mean providing a working replacement key or otherwise correcting the problem.
This will be done:
free of charge;
within a reasonable period; and
without significant inconvenience to you.
If we cannot bring the Product into conformity, refuse to do so, fail to do so within the required period, or the issue is sufficiently serious, you may be entitled to a proportionate price reduction or to terminate the contract and receive a refund, depending on applicable law and the circumstances.
Where possible, we aim to provide a replacement or otherwise resolve a valid faulty-key claim within [X] business days.
This internal target does not limit any shorter or stronger statutory right available to you.
For a single supply of digital content, applicable EU consumer law provides protection for lack of conformity that exists at the time of supply and becomes apparent during the applicable statutory liability period.
Under EU minimum rules this period is generally at least two years, although national law applicable to you may provide a longer period.
The applicable rules concerning the burden of proof will apply to any claim.
We may reasonably ask you for information necessary to investigate a claim, such as:
your order number;
the relevant licence key or Product;
an error message;
a screenshot showing the error; or
confirmation from the relevant platform.
We will not require unnecessary information where the problem can otherwise be established.
Where you validly terminate the contract because digital content does not conform to the contract, we will reimburse amounts due under applicable consumer law within the applicable statutory period.
Refunds will ordinarily be made using the original means of payment and without charging you a refund fee.
Where:
digital content has already been supplied;
your statutory withdrawal right has validly ended;
the Product conforms to the contract; and
no additional commercial refund right applies,
we will normally not provide a refund solely because you changed your mind.
Examples may include:
changing your mind after delivery;
purchasing the wrong platform when the correct platform was clearly disclosed;
purchasing the wrong region where the region restriction was clearly disclosed;
purchasing the wrong edition or language where this was clearly disclosed;
your device failing to meet clearly published system requirements;
deciding that you do not enjoy the game;
performance issues caused solely by hardware that does not meet the published requirements;
your Steam, PlayStation, Xbox, publisher or other third-party account being banned, restricted or set to an incompatible region where this was not caused by us; or
later changes made by a third-party publisher which do not create a statutory remedy against us.
Nothing in this Section limits your statutory rights where the Product itself is faulty, non-conforming or incorrectly described.
Before completing your order, please check the Product’s:
platform;
region;
edition;
language;
activation requirements; and
system requirements.
If you notice a problem before using or revealing a key, contact:
as soon as possible.
Where technically possible and subject to your statutory rights, we may be able to cancel or exchange an unused or unrevealed key.
This Section applies only where the relevant Site offers gift cards.
Where a digital gift card is treated as digital content for purposes of applicable withdrawal rules, the statutory withdrawal right may apply in accordance with Section 3.
Where immediate supply is requested, the withdrawal right may cease only where the applicable legal requirements are satisfied.
Outside statutory withdrawal rights, we may refund an unredeemed gift card where:
the request is made within [X] days of purchase;
the full balance remains unused; and
the gift card was purchased directly from us.
Once a gift card has been redeemed in whole or in part, it is normally not refundable or exchangeable for cash unless applicable national law requires otherwise.
Gift-card expiry rules, if any, will be stated when the gift card is purchased.
If a gift card is lost, stolen or sent to an incorrect email address, contact support@ctrlshiftgames.store immediately.
Where technically possible, we may cancel and reissue an unredeemed card.
We generally cannot cancel or reissue a card after its balance has been redeemed.
Where pre-orders are offered, you may cancel a pre-order for a full refund before the Product, licence key or other digital content has been supplied, subject to applicable law.
Once digital content is supplied, Sections 3–5 apply.
If a publisher permanently cancels a Product for which we accepted pre-orders, affected orders will be refunded.
If a release date changes materially before supply, we will comply with your cancellation and refund rights under applicable consumer law.
This Section applies only if the relevant Site sells subscriptions or recurring services.
Where subscriptions are offered, you may cancel future renewal using the cancellation method provided through the Website or by contacting:
Cancellation prevents future renewal but does not automatically entitle you to a refund for a period of service already supplied, except where:
the service is non-conforming;
a statutory withdrawal right applies; or
applicable national law otherwise requires a refund or price reduction.
Where required by applicable law, we will send any required notices concerning subscription renewal.
Contact:
Please provide, where applicable:
your order number;
the email address used for the purchase;
the Product concerned;
a short description of what went wrong; and
for a faulty key, the platform error message or screenshot if available.
We aim to acknowledge requests within 2 business days and resolve them as quickly as reasonably possible.
Internal processing targets do not extend or replace any statutory refund or reimbursement deadline.
Where we decline a request, we will explain the reason.
If you disagree with our decision, you may reply to support@ctrlshiftgames.store and ask us to review the matter.
Where you are legally entitled to a refund, we will normally refund you using the same payment method used for the original purchase, unless another method is agreed or required because the original method is unavailable.
We do not charge a separate refund fee for refunds required by consumer law.
| Payment method | Refund route | Statutory processing requirement | Typical time after processing |
|---|---|---|---|
| Credit or debit card | Refund to the original card via the payment provider | Within the applicable statutory deadline | Usually [5–10] business days, depending on the provider/bank |
| Open banking / bank payment | Returned through the relevant payment route or bank account | Within the applicable statutory deadline | Usually [1–5] business days |
| Cryptocurrency, if offered | See below | Within the applicable statutory deadline | Depends on provider and network confirmation |
Time taken by a bank, payment provider or blockchain network after we correctly initiate a refund may be outside our direct control.
This Section applies only where the Site accepts cryptocurrency payments and the payment provider supports the refund method described below.
Where a statutory refund is due for an order invoiced in fiat currency but paid using cryptocurrency, the refund process will depend on the payment provider’s supported functionality and applicable law.
Our intention is that customers entitled to a statutory refund receive the full amount legally owed without us imposing an additional refund-processing fee.
The exact refund route, conversion methodology and availability of a bank-transfer alternative must be confirmed with the relevant cryptocurrency payment provider before this provision is used.
If the original payment route is no longer available, we may agree an alternative refund method with you and may request reasonable identity or payment verification where necessary to prevent fraud.
Where offered, store credit is voluntary unless otherwise permitted by applicable law.
We will not require you to accept store credit instead of a monetary refund where you have a statutory right to receive money back.
If you voluntarily choose store credit, its applicable conditions and validity period will be disclosed before you accept it.
Store credit validity: 12 months from the date of issue, where applicable.
We may cancel an order and issue an appropriate refund where, for example:
a fraud or security check prevents us from safely processing the transaction;
the Product has been withdrawn or cannot be supplied;
the Product’s price or description contained an obvious error;
the transaction is prohibited by applicable sanctions or other law; or
the order otherwise cannot lawfully or technically be fulfilled.
We encourage you to contact support@ctrlshiftgames.store first if you believe a charge is incorrect or a Product has not been supplied properly.
This does not restrict your right to contact your bank, card issuer or payment provider.
Where a chargeback is raised concerning a delivered or redeemed digital Product, we may provide the relevant payment provider with lawful evidence concerning the transaction, delivery and redemption.
Where we reasonably identify repeated fraudulent or abusive chargeback activity, we may take proportionate steps including restricting or suspending the relevant account.
We will not treat a single good-faith consumer dispute as abusive merely because a chargeback was raised.
If you disagree with our decision concerning a refund or Product complaint, contact:
and ask us to review the matter.
We will provide a written response after reviewing the relevant information.
Where applicable, consumers may have access to an independent alternative dispute resolution (“ADR”) body.
As SIA Jar-Jom is established in Latvia, consumers may obtain information concerning consumer complaints and dispute-resolution options from the Consumer Rights Protection Centre of Latvia (Patērētāju tiesību aizsardzības centrs — PTAC).
Consumers in another EU/EEA Member State may also contact the relevant consumer-protection authority or ADR body available in their country.
For qualifying cross-border consumer disputes, you may also seek assistance from the European Consumer Centres Network (ECC-Net).
The former European Commission Online Dispute Resolution (ODR) platform has been discontinued and is no longer available for submitting complaints.
Nothing in this Section restricts your right to bring proceedings before a competent court.
Where applicable, consumers retain the protection of mandatory consumer-law provisions of their country of residence in accordance with applicable EU private international law.
For refund, withdrawal, faulty Product or other consumer-related requests:
SIA Jar-Jom
Limited liability company (SIA)
Registration number: 40203719032
VAT number: LV40203719032
Čiekurkalna 1. šķērslīnija 6B – 16
Rīga, LV-1026
Latvia
Email: support@ctrlshiftgames.store
