Refunds

This policy explains when users of Key Nekretnine can request a refund. It forms an integral part of our Terms of Use and applies to every purchase made through the platform. Through Paddle you buy "keys" - virtual tokens you then use to activate premium features (for example, premium ad placement or premium agency status). Premium features aren't charged separately in money; they're activated by spending keys.

Billing for keys is handled by our authorized partner Paddle (Paddle.com Market Limited), acting as the Merchant of Record. This means Paddle is the seller of record for your purchase - it issues your invoice and processes refund requests on our behalf. Every purchase is also subject to the Paddle Checkout Buyer Terms.

Under consumer protection law, a consumer - a private individual buying outside their business activity - has the right to withdraw from a distance contract within fourteen (14) days, without giving a reason.

Since keys are digital content delivered straight away, at checkout you confirm that you want immediate delivery and that you lose your right to withdraw to the extent you use the keys. You can still get a refund for a key package you haven't used within 14 days, as described below.

Keys are bought in packages, with prices listed on the pricing page.

• You can request a full refund of a key package within 14 days of purchase, provided you haven't used any of the keys from it. Once you start spending keys from a package, that package counts as used and is no longer eligible for a refund.
• Keys already spent on activating premium features (premium listing, position refresh, premium agency status, and so on) count as used and can't be refunded.
• If a technical fault on our side meant the keys weren't added to your account, or an activated service didn't work as described, you're entitled to a full refund or to have it put right (keys added, or the service reactivated).

If you've been charged twice, charged the wrong amount, or hit any other obvious billing error, get in touch and we'll refund the incorrect amount in full.

Send your refund request to info@keynekretnine.me. To help us deal with it as quickly as possible, please include:

• your full name or agency name, and the email address linked to your account;
• the invoice or receipt number Paddle sent you;
• a short explanation of your request.

We handle requests as quickly as we can, and within 14 days at the latest. Approved refunds go back to the same payment method you used at checkout.

This policy is part of our Terms of Use and should be read together with them. We may update it from time to time; changes take effect as soon as they're posted here, with a new date.