Refund Policy
Last updated: September 2026
This page explains how refunds work for games bought from Lockkeeper Games, and what to do if something goes wrong with your order.
1. Who you buy from
Our games are sold through Paddle, our authorised reseller and merchant of record. When you buy an access key, you buy it from Paddle, not from Lockkeeper Games. Refund requests are therefore handled and decided by Paddle, in line with Paddle's Refund Policy and Paddle's Buyer Terms. We are always glad to help you with a request.
2. Your right of withdrawal
If you live in the EU, EEA or UK, you normally have 14 days to withdraw from an online purchase. For digital content that is delivered immediately, the law allows this right to end once delivery has started, provided you agreed to that in advance (Article 16(m) of Directive 2011/83/EU).
Our games are delivered the moment you buy them: you receive your access key straight away and can start playing right after. Before you pay, we therefore ask you to confirm on this website that you want immediate access and that you give up your right of withdrawal. The purchase can only be started after you give that consent, and we record it with your order.
In practice this means that once your key has been delivered, you cannot cancel the purchase simply because you changed your mind. Paddle is the seller, so Paddle can always decide to refund a purchase at its own discretion.
3. When you can still ask for a refund
Agreeing to immediate delivery does not take away your other rights. You can still ask for a refund if:
- you paid but never received your access key, and we cannot resolve this;
- the game is not as described on our website;
- a technical fault on our side stops you from playing, and we cannot fix it within a reasonable time.
These are rights you have under consumer law, and nothing in this policy limits them. You can always ask, and Paddle makes the final decision. We will help you where we can.
4. How to request a refund
The quickest way is through Paddle:
- use the link in the receipt email Paddle sent you after your purchase, or
- go to paddle.net and look up your order.
You can also email us at hq@lockkeeper.world with your order number. You'll find it in the email that contains your access key, and on Paddle's receipt. We respond within 5 business days and will help you with your request or pass it on to Paddle.
5. What happens after a refund
If a refund is granted, the access key from that order stops working. If you had already used it to create an account, that account is paused instead of deleted: your progress is kept. If the refund turns out to be a mistake, or if you buy a new key later, we can switch your access back on. Paddle returns the money to your original payment method, normally within 14 days.
6. Before you file a chargeback
If something is wrong with your order, please contact us or Paddle first. A chargeback through your bank is slower than a refund request, and we would much rather sort the problem out with you directly.
7. Contact
Questions about this policy? Email hq@lockkeeper.world. Our company details are listed on our Terms of Service page.