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Refund Policy

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REFUND AND CANCELLATION POLICY

MARKOEU OÜ  |    Effective: 06 April 2026

1. Scope and Purpose

This Refund and Cancellation Policy (“Policy”) sets out the conditions under which MARKOEU OÜ ( “Company”) grants or declines refund requests for Digital Products (Game Keys) purchased through https://endngo.com (“Website”). This Policy gives full effect to the mandatory consumer rights applicable under Estonian law (Võlaõigusseadus) and EU Directive 2011/83/EU on Consumer Rights, while reflecting the specific characteristics of instantly delivered digital content.

This Policy forms an integral part of the Terms and Conditions and is incorporated therein by reference. By completing a purchase, the User confirms they have read and accepted this Policy in full.

2. Legal Framework

2.1 EU Consumer Rights Directive – Directive 2011/83/EU, Article 16(m)

Under Directive 2011/83/EU, a Consumer has a statutory right of withdrawal of 14 calendar days from delivery for distance contracts. This right does not apply to digital content delivered on a non-tangible medium where: (a) the Consumer has given express prior consent to the performance of the contract before the expiry of the 14-day withdrawal period; and (b) the Consumer has acknowledged that by giving such consent, the right of withdrawal is thereby forfeited. The procedures described in Section 3 below give effect to this provision. For Business Users, no statutory right of withdrawal applies. All purchases made in a business or professional capacity are final, except as expressly provided in this Policy or required by applicable law.

2.2 Estonian Law of Obligations Act (Võlaõigusseadus)

Where a Digital Product is defective or does not conform to the contract at the time of delivery, the User’s statutory rights under applicable Estonian law, including the Law of Obligations Act (Võlaõigusseadus) as implementing Directive (EU) 2019/770, shall apply.

3. Pre-Purchase Consent – Waiver of Withdrawal Right

The Website requires the User to actively tick an acknowledgment checkbox at the point of checkout confirming the following before any purchase is completed:

  • The User consents to the immediate commencement of the performance of the contract for the supply of digital content;
  • The User acknowledges that, by consenting to immediate performance, the statutory right of withdrawal under Article 16(m) of Directive 2011/83/EU is thereby forfeited upon delivery of the Game Key;
  • The User confirms having read and understood the product description, including the applicable platform, regional restrictions, system requirements, and any validity period.

The User’s checkbox confirmation is recorded electronically with a timestamp and is retained by the Company in accordance with its data retention obligations.

4. Circumstances in Which Refunds Are Not Available

A refund shall not be granted in any of the following circumstances:

  1. The Game Key has been electronically delivered to the User’s account or email address and is functional, whether or not it has been redeemed by the User. This does not affect any statutory rights relating to defective or non-conforming digital content;
  2. The User claims that the Game Key is incompatible with their platform, region, device, or account type, where such limitation was disclosed in the product listing before purchase;
  3. The User claims to have made an error in product selection (wrong game, wrong platform, wrong edition, wrong region) after the Game Key has been delivered;
  4. The Game Key has been fully or partially redeemed or activated on the Platform Operator’s system;
  5. The refund request is submitted outside the applicable time limits specified in Section 5;
  6. Where a chargeback has been initiated, the Company may temporarily suspend internal refund processing pending investigation of the transaction;
  7. Following a reasonable and documented assessment, the Company may refuse a refund request where there is evidence of fraudulent or abusive conduct;
  8. Key revocation is attributable to the User’s own breach of the Platform Operator’s EULA, including the use of a VPN to circumvent regional access restrictions;
  9. The Game Key has expired due to the User’s failure to redeem it within the validity period stated in the product listing.

5. Circumstances in Which Refunds Are Available

5.1 Non-Delivery

Where a Game Key has not been delivered within twenty-four (24) hours of payment confirmation, due to a fault attributable to the Company or its systems, the User is entitled to a full refund of the purchase price. The User must submit a refund request within seven (7) calendar days of the expiry of the expected delivery window.

5.2 Defective or Invalid Key – Remedial Procedure

Where a delivered Game Key is demonstrably invalid at the time of delivery, meaning the key is technically non-functional when entered on the platform specified in the product listing, the User is entitled to the following remedies, applied in order:

  • Step 1: Replacement key – the Company will provide a replacement key of identical specification within forty-eight (48) hours, where a replacement is available in inventory;
  • Step 2: Store credit – where a replacement is not immediately available, the Company may offer store credit of equivalent value, valid for twelve (12) months from issuance;
  • Step 3: Full monetary refund – where neither replacement nor store credit is practicable, the Company will issue a full refund of the purchase price.

Users are encouraged to report issues within 48 hours accompanied by screenshots clearly showing the error message received when attempting to activate the key; however, this does not limit statutory rights under applicable law.

5.3 Supply-Chain Key Revocation

Where a Platform Operator revokes a Game Key and the revocation is demonstrably attributable to fraudulent activity in the Company’s upstream supply chain,and not to any conduct or EULA breach on the part of the User, the Company will endeavour to provide a replacement key or, where a replacement cannot be obtained, a full refund of the purchase price. The User must submit a written request within fourteen (14) calendar days of the revocation, supported by written confirmation from the Platform Operator of the revocation and its stated reason.

5.4 Game Removal within Fourteen Days of Purchase

Where a Platform Operator permanently removes a game or content from its catalogue within fourteen (14) calendar days of the User’s purchase date, and the delivered Game Key thereby becomes permanently unredeemable through no fault of the User, the User is entitled to a full refund upon request. The request must be submitted within seven (7) calendar days of the User becoming aware of the removal.

5.5 Pre-Order – Publisher Cancellation

Where a publisher permanently and definitively cancels a title for which a Pre-Order Key has been sold, and the publisher does not provide an alternative activation mechanism, the Company will issue a full refund to all affected Users.

5.6 Pre-Order – Cancellation before Delivery

A User who has purchased a Pre-Order Key may cancel the Order and receive a full refund at any time before the key is delivered to the User’s account. Once the key is delivered following the commercial release of the product, standard non-refundability provisions apply.

5.7 Technically Duplicate Charges

Where the User is charged more than once for a single Order due to a technical fault attributable to the Company or its payment provider, the duplicate charge will be refunded in full within seven (7) business days of identification, without requiring a formal refund request.

5.8 Pre-Delivery Cancellation

Where the User wishes to cancel an Order that has not yet been dispatched from the Company’s systems, cancellation and full refund is available upon request. Once the key has been generated and transmitted, pre-delivery cancellation is no longer available.

5.9 Partial Delivery

Where the User purchases multiple Game Keys in a single Order and only some are defective or undelivered, the refund and replacement rights in this Section apply only to the affected keys. The remaining keys in the Order are not affected.

6. Refund Request Procedure

6.1 How to Submit

All refund requests must be submitted in writing to [email protected] with the subject line “Refund Request: Order No. [ORDER NUMBER]”. The request must include: (a) the User’s full name and registered email address; (b) the Order number and date of purchase; (c) the specific ground for the refund request with reference to the applicable provision of this Policy; and (d) all relevant supporting evidence.

6.2 Response Timelines

The Company will acknowledge receipt of refund requests within two (2) business days. A substantive decision will be communicated within ten (10) business days of receipt of a complete and adequately evidenced request. Where supply-chain investigation is required, this period may be extended to twenty-one (21) business days; the User will be notified if an extension is necessary.

6.3 Identity Verification

The Company reserves the right to require identity verification from the User as a condition of processing any refund, where the amount, frequency, or pattern of transactions triggers internal AML risk thresholds. The refund process will be paused pending receipt and satisfactory review of the requested documentation.

7. Refund Method and Timelines

Approved refunds are returned to the original payment method used for the purchase. No processing or administrative fees are deducted from refunds issued due to a fault on the part of the Company. Refunds are typically reflected on the User’s payment statement within five (5) to ten (10) business days of the Company initiating the repayment; the Company is not responsible for delays attributable to third-party payment processors or banking institutions.

8. Store Credit

The Company may offer store credit as an alternative to monetary refund. Store credit: (a) is valid for twelve (12) months from the date of issuance; (b) is non-transferable and associated with the purchasing User’s account only; (c) has no monetary or cash value; (d) cannot be exchanged for cash or transferred to another account. Acceptance of store credit is always voluntary. Acceptance does not waive the User’s right to request a monetary refund where a statutory refund right applies under mandatory law.

9. Chargebacks

Users are strongly encouraged to contact the Company directly at [email protected] before initiating a chargeback with their card issuer or payment provider. Chargebacks initiated in respect of transactions where the Game Key was delivered and functional, or initiated without prior good-faith contact with the Company, constitute a misuse of the payment reversal mechanism. The Company will contest all unjustified chargebacks with full documentary evidence. Repeated or unjustified chargebacks may result in permanent account suspension, blacklisting of associated payment methods, and legal proceedings for recovery.

Nothing in this Policy limits or excludes any rights that the User may have under mandatory applicable law.

10. Contact Us

Customer Support:  [email protected]

Legal:  [email protected]

Estonian Consumer Disputes Committee:  Tarbijavaidluste komisjon,  https://komisjon.ee

EU Online Dispute Resolution:  https://ec.europa.eu/consumers/odr

Effective Date:  06 April 2026