Terms and conditions

These terms apply to every order placed on keyroook.com. Keyrook is a trading name of ALDERROCK LTD. When these terms say “we”, “us” or “our”, they mean ALDERROCK LTD. “You” means the person placing the order.

Merchant

ALDERROCK LTD, trading as Keyrook

Company number

17381132

Registered office

Dept 6984, 196 High Road, Wood Green, London, N22 8HH

Email

info@keyroook.com

Support hours

Mon–Fri, 09:00–18:00 (GMT)

ALDERROCK LTD is the seller of every product on keyroook.com. Product information and keys are obtained from distribution partners, but your contract is with ALDERROCK LTD.

These terms work together with our Delivery policy, Refund policy, Key guarantee, Payment policy, Privacy policy and Cookie policy. Nothing in them reduces the rights you have by law as a consumer.

• Product: a game or DLC key, subscription code, gift card or top-up code, or software licence key sold on keyroook.com.
• Key: the activation key, code or serial number issued to you for a product.
• Platform: the service where a key is redeemed, such as Steam, the EA app, Xbox or PlayStation.
• Publisher: the company responsible for the game, service, card or software behind a key.

You must be at least 18 years old to create an account or place an order. We ask for your date of birth when you register and do not take orders from anyone under 18.

We supply consumers buying products for their own use. You may not buy products to resell them. The details you give us (name, email, phone, date of birth and billing address) must be accurate and your own, and the card you pay with must be yours or used with its holder’s permission.

We serve customers in the United Kingdom and European Union member states. Checkout only accepts billing addresses in these countries.

We do not deliver to or accept orders or accounts from Russia, Belarus, Iran, North Korea, Syria and Cuba, or from the temporarily occupied territories of Ukraine (Crimea, the Donetsk region, the Luhansk region, the occupied parts of the Zaporizhzhia region and the occupied parts of the Kherson region). These countries and territories are excluded from registration and checkout. We do not list keys whose activation region is limited to any of them. If we find that an order is connected to one of them, for example through the billing address or payment card, we cancel it and refund the full amount paid.

You must not use a VPN, proxy, false address or someone else’s card to hide where you are or to get around a restriction. We do not offer keys that need a VPN to activate.

Before you order, check the product page: the platform the key is redeemed on, the activation region, the supported languages, the edition, the duration of a subscription or the value and currency of a gift card, the account you need, and for PC games and DLC the system requirements.

A purchase gives you a key only, with no disc, box or printed card. Cover art and screenshots come from the publisher and show the product, not the key. Descriptions, release dates and requirements are supplied by publishers and distributors; we take care to keep them accurate. If we find a material error in a price, description, region or platform, we correct it and, where needed, cancel the affected order and refund it.

We do not offer pre-orders. Every product listed can be delivered straight after payment.

Redeeming a key needs an account with the platform and acceptance of the platform’s and publisher’s own terms and licence. A game or software key gives you a licence to use the content under those terms; it does not transfer ownership of the content.

A subscription code gives access for the duration and region shown. We do not renew it or charge you again; any renewal is set up by you with the platform. Gift card and top-up codes add the value shown to an account set to the region shown, and the balance is held and governed by the platform that issues it.

Keyrook is not affiliated with or endorsed by the platforms and publishers whose products it offers. We are not responsible for platform outages, a platform’s decision about your account for reasons unrelated to the key, or changes a publisher makes to a game or service after you redeem it. This does not limit our duty to deliver a key that matches its description.

1. You sign in to your Keyrook account and add products to your cart.
2. At checkout you enter your contact details and billing address.
3. We re-check the price and availability of each product. If a price has gone up, we show you the new total before you can pay.
4. You tick the box to agree to these terms and our Refund policy and, separately, the box asking us to start delivery straight away, and select Pay.
5. You are taken to our payment provider’s hosted page to pay by card.
6. Once the payment provider confirms the payment to us, we email you an order confirmation with your invoice. The contract between you and ALDERROCK LTD is formed when we send that email.

To protect customers and cards, an order can contain up to 10 keys and up to €600 in value, and some products have a lower limit per order, shown on the product page. Gift cards and top-ups are limited to 2 per product per order and 4 keys or €200 per customer in 24 hours.

We may decline an order before the contract is formed, or cancel it afterwards with a full refund, if a product is no longer available, if the price or description shown was clearly wrong, if a purchase limit applies, if we cannot complete a security check, if the order is linked to a restricted country or territory, or if the payment appears fraudulent. We tell you by email if this happens.

Prices are shown in EUR, USD and GBP. Our prices are set in EUR; prices in other currencies are converted at our current exchange rate. You pay in the currency selected when you place the order, and the total shown before you pay is the amount charged. Your card issuer may add its own foreign exchange fee if your card is in a different currency.

ALDERROCK LTD is not registered for VAT. We do not charge VAT, no VAT is added at checkout and no VAT is shown on your order confirmation or invoice.

There is no delivery charge and no service fee. The total shown at checkout is the full amount you pay.

We accept Visa and Mastercard cards. Card details are entered on the hosted payment page of our payment provider, which is PCI DSS compliant. We never see or store your full card number. Your bank may ask you to confirm the payment with 3-D Secure, for example in your banking app.

We only request your keys after the payment provider has confirmed the payment to us. If the payment is declined or cancelled, no order is placed and no key is issued. More detail is in our Payment policy.

Keys are delivered on the order page in your account, behind a Reveal key button, usually within minutes after your payment is confirmed. We email you when your keys are ready. For security the email links to your account and does not contain the key itself. Delivery of a key is complete when it is available on your order page.

We do not guarantee a fixed delivery time: a bank check, a security review or a delay at our distribution partner can make it take longer. If we cannot deliver a key within 24 hours of payment confirmation, we refund it. Full detail is in our Delivery policy.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 in the UK, and the Consumer Rights Directive in the EU, you normally have 14 days to cancel a contract for digital content. That right ends once delivery has begun with your express request and your acknowledgement that you lose the right.

At checkout there is a separate box, which is not ticked in advance and is separate from accepting these terms: “I ask for my keys to be delivered straight after payment and I understand I lose my right to cancel once a key is delivered.” You cannot place an order without ticking it. We record the time you ticked it and the wording you agreed to, and we repeat it in your order confirmation email and on your invoice. Delivery begins when a key is issued to your account, which normally happens straight after your payment is confirmed.

You can cancel without charge before your key is issued. Email info@keyroook.com or use the contact form with your order number. Losing the right to cancel does not affect your rights when a key is not delivered, does not work or is not as described.

Keep your key private until you redeem it and redeem it only on the platform and in the region stated. Anyone who sees a key can use it. We are not responsible for a key redeemed by someone else because you shared it, or because your email or Keyrook account was accessed with your sign-in details, unless that happened through a security failure on our side.

If a key is not delivered, is invalid, was redeemed before it reached you, is revoked for a reason you did not cause, or does not match its product page, contact us within 30 days of delivery. We replace it or refund the price you paid for it, within 14 days to the original payment method. The procedure is in our Key guarantee.

We do not refund a key that works as described because you changed your mind or chose the wrong platform, region or edition when the product page stated them correctly. Full detail is in our Refund policy.

If something is wrong with an order, please contact us first. Most problems are solved faster by us than through a card dispute.

If you open a chargeback, we will respond to your card issuer with the order details, the delivery record, the record of when the key was revealed in your account, your recorded request for immediate delivery and our correspondence with you. If the chargeback is decided in your favour, we do not also refund you directly for the same amount. We may pause further orders on the account while a dispute is open. This does not limit any right you have under card scheme rules or consumer law.

You are responsible for keeping your password secure and for activity on your account. Tell us straight away if you think someone else has used it.

We may suspend or close an account that breaks our Acceptable use policy, gives false details or is linked to a restricted country or territory. Suspension does not remove your rights for earlier valid orders. You can ask us to close your account at any time; keys you bought stay valid on the platforms where you redeemed them.

If we break these terms, we are responsible for loss or damage you suffer that is a foreseeable result of that breach. We are not responsible for loss that was not foreseeable when the contract was formed.

We do not exclude or limit our liability for death or personal injury caused by our negligence, for fraud, for failing to supply digital content that matches its description, or for anything else that cannot be limited by law.

We supply products for private use. We are not liable to you for loss of profit, loss of business or business interruption.

If an event outside our control, such as a platform outage or an interruption at our distribution partner or payment provider, delays your order, we tell you as soon as we can and do what we reasonably can to reduce the delay. If a key cannot be delivered within 24 hours, we refund it.

Game titles, platform names, logos, cover art and screenshots belong to their owners and are shown to identify the products we offer. Their use does not mean the owner sponsors or endorses Keyrook. The rest of the site’s text, design and software belongs to ALDERROCK LTD.

We use your personal data as set out in our Privacy policy.

If you are unhappy with anything about an order, email info@keyroook.com. We acknowledge complaints within 1 business day and reply in full within 14 days. The process and where you can take a complaint next are in our Complaints policy.

These terms are governed by the laws of United Kingdom, and disputes may be brought before the courts of United Kingdom.

If you live in the United Kingdom or in an EU member state, you keep the protection of the mandatory consumer laws of the country where you live, and you can bring proceedings in the courts of that country.

We may update these terms. The version published when you place an order applies to that order. The date at the top of this page shows when the terms last changed.