Billing/Payments

If you went through the checkout without fully completing or if PayPal declines the transaction for any reason, you may see PayPal has made a charge to your card when you have no order showing (or showing as cancelled) on our site.

This is a pending temporary charge PayPal make to your card in the assumption the transaction will be completed, as such it will automatically be cancelled and removed from your card usually within 24/48 hours as the order was not completed.

If you're in any doubt, please contact PayPal and they will be able to confirm this for you.

In order to carry out our service we implement stringent fraud prevention checks to comply with regulations and safeguard our business. Customers may be required to submit specific documentation that will assist us in ensuring the safety and security of all transactions made via Vevo Digital. If this is required, you will receive a request via email to provide the documentation after an order has been placed.

What is a proof of address?

A proof of address is a valid document confirming your billing address – it must have both your full name and your address visible. We accept the following kinds of documents as a proof of address (any details other than your full name and address may be covered up/blanked out):

  • Valid Driver’s License
  • Valid Passport
  • Utility Bill (Water, Gas, Electricity, Phone, etc)
  • An Item of Mail with Name & Address of the Customer

The use of a VPN, Proxy, VoIP, virtual phone number, temporary email address or any other means of concealing/altering the true location/identity of a user on the Site will lead to your order being held for manual verification.

Any attempt to purposefully provide false or incorrect billing details can result in your order being rejected, and your account and access to the Site being terminated.

Documents are handled in accordance with our Privacy Policy.

FAULTY ITEM RETURNS

Faulty keys must be reported to us within 30 days of purchase to be covered by our 30 day money back guarantee. Our first step will be to diagnose your issue and provide troubleshooting steps in order to resolve the issue, if we are unable to resolve your issue we will attempt to provide a replacement key. If we’re unable to provide a replacement key, a full refund will be issued.

CANCELLATIONS

If you wish to cancel an order that has not yet been delivered or return for any reason other than being faulty (the product key must not have been redeemed/activated), you must inform us within 7 days of purchase. As this type of return is not due to a fault of ours or with the item, our non-recoverable payment processing fee of 3.9% + $0.30 USD will be deducted from the total refund amount, we will confirm this with you before processing the refund.

REFUNDS

Refunds are processed by us within 24 hours, however it may take longer to show up in your bank/card account depending on the method of payment used, this is beyond our control.

Unlike the big online key marketplaces that charge extortionate 'buyer protection' and 'payment' fees, we do not charge either for two simple reasons.

Firstly if on the rare ocassion there is an issue with an item you have ordered, this is included in the selling price, as it should be.

Secondly, any payment fees a retailer incurs to accept online payments should also be included in the selling price and not bolted on top (these hidden surcharges are now illegal in some countries!).

*If a currency conversion needs to take place for an order, PayPal or your card provider will decide the conversion rate and will add a small markup, this is not a charge/fee we add.

We accept PayPal as well as all major credit / debit cards at checkout.