Refund Policy

1. Delivered keys

Before paying, you ask for immediate delivery and acknowledge that you lose your right of withdrawal once the keys are delivered. We confirm this in the delivery email. So once a key has been delivered, you cannot cancel the purchase or get a refund because you no longer want it, whether or not you have revealed or activated it. A key is delivered when it is made available on the order page, even while it is still hidden there. The details are in section 9 of the Terms of Service.

2. When you get a replacement or a refund

• The key is faulty. For example, Steam says it is invalid or already used when you first try to activate it. We replace it with a working key for the same DLC and region. If we cannot replace it within a reasonable time, you get that key's price back. See section 10 of the Terms of Service.
• Your keys were not delivered. If you paid and did not get your keys, we deliver them or refund you in full.
• We cancelled your order before delivery. For example because of suspected fraud or a pricing error. You get a full refund of anything charged.
• Only part of an order could be delivered. We deliver the missing keys as soon as we can or, if you prefer or if we cannot, refund them in full.
• You were charged twice, or charged for an order that failed. We refund the extra or wrong charge in full.
• You withdrew from an order before its keys were delivered, for example while a slow payment method was still clearing. You get a full refund.

3. When there is no refund

We do not refund a delivered key that works as described, including when:

• you changed your mind or no longer want the DLC;
• you bought an EU key and your Steam account region is outside the European Union, which you confirmed you understood at checkout;
• you bought the wrong DLC, region or quantity;
• your Steam account does not own the base game Dead by Daylight;
• you want to use the key on a platform other than Steam;
• the key was activated by you, or by someone who got it from you or from your email or device, after delivery;
• you lost the key or the delivery email (we can resend the email to the address used for the order); or
• Valve or the publisher restricted or banned your account, or changed or removed the game or the DLC, for reasons that have nothing to do with the key.

4. How to report a problem

If you have an account, open a support ticket from your account and choose the order and the category that fits best: missing key, key not working or payment issue. If you checked out as a guest, email [email protected] from the address you used for the order.

Please include:

• the order number (it starts with ORD-);
• the DLC and region of the key the problem concerns;
• a screenshot of the full message Steam shows when you try to activate the key;
• your Steam account region, if the problem may be region related; and
• for payment problems, the date and amount of each charge.

You do not need to send us the full key: we can see it in our records. Never post keys in public.

We log when each key is first revealed on the order page, with the IP address and browser identification used, and we may use that log as evidence when we look at a report. Revealing a key does not take away your right to a replacement or a refund if the key is faulty.

Please report a problem as soon as you notice it. We may ask for reasonable information to find out whether the problem lies with the key or with your Steam account or device. We may ask for a screen recording that shows you entering the key in Steam and the full message Steam shows. If you do not help with this, it can be harder to establish that the key was faulty (see section 10.4 of the Terms of Service).

5. How long it takes

• We aim to answer within two working days.
• When we have confirmed that a key is faulty, we add a replacement key to your order as soon as we can and email you a link to it. The faulty key is removed from your order and, in your account, shown as replaced.
• When you are entitled to a refund, we issue it no later than 14 days after you asked for it, or after we cancelled the order.
• After we issue a refund, it usually appears on your statement within 5 to 10 working days, depending on your bank or payment provider.

6. How refunds are paid

Refunds go back to the payment method you used, through Stripe, in euros. We do not charge any fee for a refund. We do not pay refunds as store credit or to another account, unless you ask for that and we agree. Any currency conversion by your bank is outside our control, so the amount on your statement can differ slightly from the original charge.

A refund can be partial. If only some keys in an order are faulty and cannot be replaced, or were not delivered, we refund only the price of those keys. If a price reduction is agreed, we refund that part of the price.

A key that has been refunded is blocked in our records and must not be used.

7. Chargebacks

Please contact us before you dispute a payment with your bank or card issuer. It is almost always faster. While a dispute is open, the keys in that order are blocked in our records. If it is closed in our favour, they are valid again. If the payment is charged back and the money is returned to you, we may cancel the purchase and report the keys to the publisher and to Valve, which can lead to them being deactivated on Steam. Unjustified chargebacks can also lead to your account being closed. See section 13 of the Terms of Service. Your right to dispute a payment you did not authorise is not affected.

8. Your statutory rights

This policy explains how Fogside applies the Terms of Service in practice. It does not limit the rights you have as a consumer under Swedish and EU law. If we cannot agree on a problem, you can take it further as described in section 19 of the Terms of Service, including to Allmänna reklamationsnämnden (ARN).