Refund Policy

1. Quick Summary

Because of the nature of our products (digital goods delivered instantly via license key, and tied to high-risk third-party games), all sales are generally final. However, we will consider refunds in good-faith cases described below — especially when a product is detected by anti-cheat within a short window of purchase, or when a payment was made in error and the key has not been used.

If something has gone wrong, open a ticket or email keroseneclient@gmail.com before requesting a chargeback. We will work with you in good faith.

2. General Policy

Every Kerosene purchase delivers an immediate, perishable digital good (a license key, the right to download protected Software, and access to time-bound services). Once a key is generated, redeemed, or used to download or launch the Software, the value of the purchase has been delivered and is not generally refundable.

By completing a purchase you expressly acknowledge and agree that:

• Delivery of the digital good begins immediately upon successful payment.
• You waive any statutory cooling-off or right of withdrawal that would otherwise apply, to the maximum extent permitted by law, in exchange for instant access.
• You have read and understood the risk acknowledgement in our Terms of Service, including the possibility of game-account bans.

3. Eligibility for a Refund

Subject to fraud review and the exclusions below, we may issue a refund in the following situations:

• Unused key, requested within 24 hours. You purchased a license and never redeemed or activated it, and you contact us within 24 hours of the purchase.
• Duplicate or accidental purchase. You purchased the same plan twice within a short window and only one license has been redeemed. We will refund the unredeemed duplicate.
• Charged but no key delivered. Payment was captured but no license was issued and our team is unable to manually deliver a working key.
• Confirmed detection within 24 hours of activation. See Section 5.
• Material undisclosed defect that prevents the product from running on any reasonable target system, where we are unable to provide a working build within a reasonable time.

4. Non-Refundable Situations

The following are not eligible for refunds:

• The license key has been redeemed and the Software has been downloaded or launched, except as expressly allowed in Sections 3 and 5.
• You changed your mind, no longer want the product, or stopped playing the game.
• You were banned from a game, store, or platform for any reason — including detection — outside the 24-hour window described in Section 5.
• You violated our Terms of Service or were terminated for cause.
• The Software is temporarily unavailable due to a game update; status pages and our Discord server will indicate when an update is in progress.
• You are experiencing system issues we cannot reproduce after reasonable troubleshooting, and the Software runs on other comparable systems.
• You purchased a plan and the time has elapsed.
• You purchased through a third party (resold, traded, or gifted by another user). Only the original purchaser of record may request a refund.

5. Detection / Anti-Cheat Coverage

We take detection events seriously. If a product is confirmed by us to have been detected by the relevant anti-cheat — meaning the status is publicly marked DETECTED on our status page — users who activated that product before the detection event may be eligible for one of the following, at our reasonable discretion:

• A pro-rata refund for the unused remainder of the active license, or
• A free time extension once the product returns to Operational, or
• Account credit equivalent to the unused remainder, usable on any other Kerosene product.

To qualify, you must contact us within 24 hours of the detection being publicly posted on the status page, and your account must be in good standing. Detection coverage does not apply if the affected key was redeemed less than one hour before the detection event, if you continued to use the Software after detection was posted, or if our records indicate the Software was used in a way that materially increased the risk of detection (e.g., highly conspicuous public streaming).

6. Replacement & Credit Options

In many cases an account credit or a key replacement is faster and more flexible than a cash refund — particularly when the underlying issue can be fixed by a fresh license or by waiting for an update. We will typically present these options before issuing a cash refund. Choosing credit or replacement is voluntary; you are not required to accept either in lieu of a refund you are otherwise entitled to.

7. How to Request a Refund

To request a refund:

1. Open a support ticket from your dashboard, or email keroseneclient@gmail.com from the address associated with your account.
2. Include: your account username, the order or transaction ID, the product and plan purchased, the date of purchase, and a short explanation of why you are requesting a refund.
3. If you are claiming detection coverage, include the product and the timestamp of the public status change.
4. Do not open a payment dispute or chargeback until we have had a reasonable opportunity to respond — see Section 9.

We typically reply within 24–48 hours. Complex cases may take longer.

8. Processing Times

When a refund is approved, it is initiated through the original payment processor and returned to the original payment method. Once initiated, funds typically appear back on your account within 5–10 business days, depending on your bank and card issuer. Currency-conversion losses, foreign-transaction fees, and any non-refundable processor fees may not be returnable and are the user’s responsibility.

9. Chargebacks & Disputes

If you have a problem with a charge, contact us first. Initiating a chargeback or payment dispute without first contacting us is a material breach of our Terms of Service and may result in:

• Immediate suspension or termination of your account.
• Revocation of all active licenses (including those purchased separately).
• Permanent ban from future purchases, including from any other account you may attempt to create.
• Recovery of dispute fees and reasonable costs incurred in responding to the chargeback.

We retain detailed transaction, authentication, delivery, and usage records and will provide them to our payment processors as evidence in any dispute.

10. Fraud, Abuse & Account Sharing

We may refuse, reverse, or claw back refunds where we reasonably suspect fraud or abuse, including (without limitation): stolen or unauthorized payment methods, repeat refund requests after sustained use, attempts to redeem and then refund, sharing or reselling of license keys, or coordinated abuse with other accounts. Refund decisions in such cases are final.

11. Price Changes & Sales

Prices may change at any time. Promotional pricing applies only to purchases completed during the promotion window. We do not issue refunds, credits, or price-matches for the difference between a previous purchase and a later sale, promotion, or price reduction.

12. Statutory Rights

Nothing in this Policy limits any non-waivable consumer rights you may have under the laws of your jurisdiction. Where local law requires us to offer broader refund rights than those described here, we will comply with those requirements.

13. Contact

Questions about this Refund Policy or a specific order? Email keroseneclient@gmail.com or open a support ticket.