Refunds: the exact rule
Last updated: 21 September 2026
Everything sold here is digital and delivered immediately: a key, a download link, or a feature unlocked instantly in the app. This page states precisely when a refund is owed and when it is not.
The question is not "is it opened", it is "did you tick the box"
French law gives fourteen days to withdraw from a distance purchase. For digital content delivered at once, that right only disappears if the buyer themselves ticked, before paying, a box asking for immediate delivery and acknowledging the loss of those fourteen days. That is Article L221-28 13° of the French Consumer Code.
Without that box, the right of withdrawal still exists, even if the product was downloaded and even if the key was used. That is why the rule below is not the same everywhere: it follows where and when the purchase was made, not a preference.
1. The rule, channel by channel
| Where the purchase was made | Waiver asked for before payment | What applies |
|---|---|---|
| Website shop (game bought without an account) | Yes — box required, date and IP address recorded | Final purchase. No refund, except the cases in point 4. |
| Game bought inside the TikLive app | Yes since September 2026 — earlier orders have no waiver recorded | Final purchase if the box was ticked. Otherwise, fourteen days of withdrawal. |
| Premium subscription | No | Fourteen days of withdrawal, pro rata to what has been used. |
| /unity shop (models and assets) | No | Fourteen days of withdrawal. |
2. When withdrawal applies
If your purchase falls into a case where no waiver was collected, you have fourteen days from the conclusion of the contract to withdraw, with no reason to give and no penalty.
Just write to support@tiklive.eu from the order's e-mail address, quoting the reference. The refund goes back to the original payment method, at the latest fourteen days after the request is received.
For a subscription whose performance began at your express request, the law provides that the amount due stays proportional to what has already been supplied on the day of withdrawal. The rest is refunded.
Direct consequence: a refunded game key is revoked. It is automatic and immediate, on the Stripe side as on the PayPal side, including after a chargeback. A refund obtained does not leave the key active.
3. When there is no refund
When the waiver box was ticked before payment, the right of withdrawal is extinguished and the purchase is final. That case covers:
- Games bought in the shop, with or without an account, where the box appears on the payment page.
- A product whose key was sent and whose download link was opened.
In that case no refund is owed, including if you do not like the game, if your hardware cannot run it although the requirements are stated on the page, or if you change your mind. Every game's link list is public before purchase, precisely so you can check what you are getting.
4. What is refunded in every case
Waiving the right of withdrawal does not cover a product that was not delivered or that does not work. These situations lead to a full refund, no discussion:
- The key or download link never arrived and cannot be regenerated.
- A double payment, or an amount charged twice for the same order.
- A charge after a subscription was cancelled.
- A product that does not work for a reason on our side, and that we fail to fix within a reasonable time.
- An order placed by mistake and reported before the key was sent.
These cases fall under the statutory guarantee of conformity, which no clause can set aside.
5. Premium subscription
- The subscription can be cancelled at any time from the app. Cancelling stops the following charges; it does not refund the period already paid, which stays open until its end.
- A declined payment cuts Premium access immediately, with no retry and no fee.
- Days granted by the referral programme extend access; they cannot be cashed in or refunded.
- Premium unlocks the included games while it is active. It does not grant a lifetime licence: those licences are the shop ones, bought separately.
6. How to ask
Write to support@tiklive.eu from the address used for the purchase, with the order reference. Discord is for troubleshooting, not for refund requests: a written e-mail exchange leaves a record for both sides.
Answer within five working days at the latest. If the request is accepted, the refund goes to the original payment method and the arrival time depends on the bank, usually three to ten days.
7. If we disagree
If our answer does not suit you, you may use a consumer mediator free of charge before going to court, under Article L612-1 of the French Consumer Code. The mediator's details will be listed here.
Failing an agreement, the French courts have jurisdiction. Nothing on this page removes any right the law gives a consumer, and a clause that did would be deemed unwritten.