Refund Policy

Money-back guarantee within 12 hours after purchase with a valid reason (not just "I want my money back").

How delivery actually works

Your key is emailed to the address on your order the moment your payment clears. If it has not arrived, check spam, then collect it at /claim with that same email and the order reference from your receipt. Support can hand it over if neither works.

The 12-hour window below runs from your purchase, so if a key has not reached you yet, you are inside it and eligible, not out of time.

When you are eligible

You may request a refund within 12 hours of purchase if:

• The key is unused (never activated), or
• You have not received a key at all, or
• You experience a verified technical issue that our support team cannot resolve.

When you are not eligible

• "I changed my mind" or "I no longer want it" without a technical reason.
• The key has been activated or its time has started counting down.
• More than 12 hours have passed since purchase.
• Violation of our Terms of Service (e.g. chargeback abuse or fraud).

Non-working keys

If a key does not work, contact us first. We will troubleshoot and, where the issue is on our side and cannot be fixed, replace the key or issue a refund.

Chargebacks

Filing a chargeback instead of contacting us will result in an immediate account ban and forfeiture of any active licenses. Please talk to us first, including if your key has not arrived, which we can fix in a message.

How to request a refund

Email support@hooked.ac or message us on Discord with your order reference from the store confirmation and your reason. If you already have an account, you can instead open a ticket from the member portal (Support → New ticket), but an account requires a licence key, so email and Discord are the routes that work before your key arrives. Approved refunds are processed back to your original payment method; timing depends on your bank or provider.