Last updated: 21 September 2026
1. Introduction
This Refund Policy explains how JADEBURY LIMITED handles requests for refunds, replacement activation keys, corrections to orders and other appropriate remedies for digital products purchased through calunario.com. It describes the circumstances we consider, the information we may need, and how a Customer can ask us to investigate a problem.
In this document, “Calunario”, “Company”, “we”, “us” and “our” refer to JADEBURY LIMITED. “Customer”, “you” and “your” refer to the individual or organisation that placed the relevant order. “Digital Key” means an electronically delivered code, licence or other credential used to activate or access a purchased digital product.
Calunario offers digitally supplied gaming products, including activation keys and related codes. Delivery may take place by email, through a secure order page or, where that feature is available, through a Customer account. A delivered key can often be copied, redeemed or used immediately, so we assess each request according to the particular order and the status of the product.
This Policy should be read with the Calunario Terms and Conditions, Privacy Policy and Cookie Policy. It does not take away any consumer right or remedy that applicable law makes mandatory.
2. Company Details
Calunario is operated by JADEBURY LIMITED, company number 16982800. Our registered office is 72 Halliwick Road, London, England, N10 1AB. The Website is https://calunario.com and our Customer support email is support@calunario.com.
Questions about an order, activation problem, replacement or refund can be addressed to this email. Please include the details requested in Section 14 so that we can identify the transaction.
3. Products Covered by This Policy
This Policy applies to digital products purchased directly from calunario.com. Depending on the products listed at the time of purchase, they may include game activation keys, software licences, downloadable-content codes, subscription or access codes, in-game content codes and other digital items supplied electronically.
Purchases made from another merchant, publisher, marketplace or activation service are subject to that seller’s arrangements and should normally be raised with the seller that accepted the order. The terms of an external platform may also govern activation, downloads, accounts and ongoing access after a key is redeemed.
Where Calunario is the seller, the use of third-party suppliers, publishers or activation services does not remove any obligation or statutory consumer remedy owed by JADEBURY LIMITED to the Customer.
4. Standard Thirty-Day Request Period
Customers may contact us about a refund, replacement or order-related problem within 30 calendar days after the purchase date. This is the standard voluntary period offered by Calunario for submitting a request; it is not an unconditional promise to refund every purchase during those 30 days.
We consider the reason for the request, the accuracy of the product description, whether the key has been supplied or made accessible, whether it has been activated or otherwise used, and the records available to investigate the matter. A valid, delivered and redeemed key does not become eligible for a voluntary refund simply because the request arrives within this period.
The voluntary request period does not shorten any statutory time limit or prevent a Customer from pursuing a remedy for faulty, misdescribed, invalid or undelivered digital content where applicable law provides one.
5. Immediate Supply and Change-of-Mind Cancellation
Products available through Calunario are supplied digitally and may be ready to redeem shortly after a successful order. Where the law gives a consumer a cancellation period for a distance contract, the checkout process may ask the Customer to expressly agree to digital supply beginning before that period ends and to acknowledge the resulting loss of the change-of-mind cancellation right.
If the applicable requirements for consent, acknowledgement and contract confirmation are satisfied and supply begins, a Customer may no longer have the statutory right to cancel simply because they have changed their mind. Where those requirements have not been fulfilled, any cancellation right provided by law remains available.
Whatever the status of a change-of-mind cancellation right, this section does not affect rights relating to a product that was never supplied, was invalid when supplied, differed materially from its description or otherwise failed to meet mandatory consumer standards.
6. When a Refund or Other Remedy May Be Appropriate
We may approve a refund or another suitable remedy if payment was taken but the digital product was not delivered or made accessible. We may also need to correct an order if the Customer receives a different title, edition, platform, region, language or product type from the one confirmed at purchase.
Where a key is incomplete, unreadable, invalid or already redeemed before it reaches the Customer, we will investigate and, where appropriate, offer a working replacement, the correct product, a price reduction, a refund or another remedy to which the Customer is entitled.
Reimbursement may also be appropriate for an unintended duplicate completed payment, a cancelled order for which funds were collected, or a product that we accepted payment for but cannot supply. Materially inaccurate or misleading product information can also give rise to an appropriate remedy when it affected the Customer’s purchase.
We will provide any additional remedy required by applicable law or a binding decision of a court or competent authority.
7. Requests That Normally Do Not Qualify for a Voluntary Refund
Unless mandatory law or an applicable cancellation right requires otherwise, we will not normally issue a voluntary refund for a valid key that has been delivered and then redeemed, activated, consumed, transferred, resold, published, disclosed to another person or otherwise used.
A change in preference, an accidental purchase, dissatisfaction with a game, discovering a lower price elsewhere, or deciding that a product is no longer wanted will not ordinarily justify a voluntary refund once the relevant digital key has been properly supplied.
The same general approach applies where a Customer selects the wrong platform, console, region, language, edition, account type or add-on despite clear information being given before checkout. A product is not necessarily defective because the Customer’s device fails to meet disclosed requirements or the key was entered on the wrong activation service.
We may investigate misleading or fraudulent requests and prevent duplicate reimbursement. None of these voluntary refund exclusions overrides a remedy to which a Customer is legally entitled.
8. Platform, Region and Edition Compatibility
Before ordering, Customers should carefully check the game or product title, intended activation platform, applicable region, edition, language, system requirements and activation instructions. A key issued for one platform or region may not operate through a different platform, account or geographic location.
Where the relevant limitation was clearly explained before the order and the Customer purchased an incompatible item, a voluntary refund will generally not be available after the key has been supplied or displayed.
If Calunario delivered a different platform, edition or region from the one shown in the accepted order, or failed to disclose a material limitation accurately, please contact support@calunario.com so that we can review and correct the issue as appropriate.
9. Add-Ons and Other Product Prerequisites
Some codes unlock expansion packs, downloadable content, additional in-game features, upgrades, passes or other items that work only with an existing base game. Other products may require an active subscription, a particular external account, compatible hardware, specific software or access to the internet.
When a prerequisite was clearly communicated before checkout, the absence of that prerequisite on the Customer’s side does not usually make the key refundable after delivery. If a product was incorrectly presented as standalone or a material requirement was omitted or misstated, we will consider the appropriate remedy.
10. Electronic Delivery and Account Access
Purchased Digital Keys may be sent to the email address supplied with the order or made available through a secure account or order interface where supported. For fulfilment purposes, a key may be regarded as delivered when it has been successfully sent to the designated email address or securely made accessible to the Customer.
If an email is not visible, please check spam, junk, promotions and other filtered folders and, where relevant, review the order page or Customer dashboard. We may be able to resend an email or help restore access when a key has already been made available.
If neither the email nor an available account or delivery page provides access, contact us promptly. We will examine fulfilment records and arrange delivery or an appropriate remedy where necessary. An assertion of delivery will not override applicable consumer rights where the product was not actually supplied in accordance with the contract.
11. Errors in the Email Address
Customers should verify that their checkout email address is correct, accessible and under their control. An incorrect address can prevent delivery notices from reaching the intended person or cause an account to be associated with the wrong details.
If you discover an error, notify support@calunario.com as soon as possible. We may ask for reasonable order, identity or payment verification before amending contact information or restoring access. Where the key has not been accessed or redeemed, we will take reasonable steps to correct the delivery details.
If a Customer-supplied address results in a valid key being accessed or redeemed by someone else, a voluntary refund or replacement may not be possible, subject to applicable law. If the error resulted from Calunario’s own fulfilment process, we will investigate and provide the remedy required in the circumstances.
12. Invalid or Previously Used Activation Keys
If a key is rejected, appears already redeemed or otherwise fails to activate, please contact us without undue delay. Avoid publishing, forwarding or repeatedly attempting the code while we investigate, as additional use can complicate the verification process.
We may request the relevant order number, screenshots of the error, the attempted activation date and time, the platform and account region, and any message received from the platform’s support service. We may also seek confirmation from the supplier, publisher or activation provider concerning the key’s issue and redemption history.
If the available evidence confirms that the code was invalid or had been redeemed before proper delivery, we will provide an appropriate correction, replacement, refund or other legally required remedy. Where reliable records instead show that a valid key was redeemed only after delivery and access by the Customer or someone to whom they disclosed it, a voluntary refund may be refused.
13. Game Performance and External Technical Issues
Calunario supplies digital access or activation products. The underlying games, software, online servers and activation services are generally developed and operated by independent providers, whose systems and technical support procedures may differ from ours.
A voluntary refund will not normally be available solely because of routine server maintenance, a download queue, a temporary platform outage, a later publisher update, or performance problems caused by hardware or configurations that do not satisfy clearly disclosed requirements.
Where a technical problem indicates that the product supplied does not match Calunario’s description or otherwise fails to meet mandatory consumer standards, we will examine the issue. We may also direct Customers to the appropriate publisher or activation platform for help with an account or game-specific problem, without disregarding our own legal responsibilities as seller.
14. Making a Refund or Replacement Request
Send refund requests and reports of order problems to support@calunario.com, preferably using the email address associated with the purchase. Explain whether you are asking for a refund, a working replacement, delivery assistance or another correction.
Please provide the order number, product title, date of purchase, intended platform or region and a clear description of the issue. Where available, attach relevant screenshots, activation error messages, payment confirmation or communications with the activation platform.
Never include a complete payment card number, card security code, account password or one-time authentication code in an email to us. We may ask for further relevant information if the first message does not allow us to identify the order or understand the problem.
15. Review and Verification of Requests
Before deciding on a refund or replacement, we may verify the Customer’s order, payment status, delivery records, account access, available activation information and any other facts reasonably necessary to assess the request.
Depending on the issue, our review may involve transaction references, delivery logs, communications, security records and information provided by a payment gateway, supplier, distributor, publisher or activation service. We may need to determine whether a key was supplied, viewed, used or disclosed and when the relevant event occurred.
An investigation may take longer if additional information is required from the Customer or another provider. We ask Customers to cooperate with proportionate verification requests, while recognising that a legally established remedy cannot be withheld solely because irrelevant information has not been provided.
We may protect confidential fraud-detection methods, proprietary security information and third-party records where disclosure would be unsafe or unlawful.
16. Outcomes and Available Remedies
After assessing a request, we may approve a full or partial refund, issue a valid replacement, supply the correct product, correct access details, resend delivery instructions, provide a price reduction or offer another reasonable solution. We may also decline a voluntary request when the facts do not support it.
The appropriate outcome depends on the nature of the problem, the status and availability of the key, the part of the order affected, and the Customer’s legal rights. Where permitted by law, a suitable replacement or correction may be offered before a refund, provided it can be supplied within a reasonable time and without significant inconvenience.
Where a multi-product order is affected only in part, the remedy may concern the relevant item rather than unrelated products. We will communicate our decision through the order email or another verified contact channel and provide a reasonable explanation for a refusal, subject to legitimate security and confidentiality restrictions.
17. Duplicate Transactions
If your statement appears to show multiple charges for the same purchase, please send the relevant order and transaction references to support@calunario.com. We will check whether more than one completed payment reached us.
A pending card authorisation may appear on a bank statement even though it has not settled as a second payment. A bank or payment provider controls the release of an unused authorisation hold.
Where an unintended duplicate completed charge is confirmed and only one product was supplied, the extra payment will normally be refunded. Separate completed orders that each resulted in a delivered key may require a different assessment. If you suspect an accidental duplicate order, do not activate or disclose the additional key while the matter is reviewed.
18. Cancelled or Unfulfilled Purchases
Where an order is cancelled before digital delivery because the product cannot be supplied, payment cannot be verified, a material pricing mistake occurred or processing would be unlawful, we will refund any amount actually collected for the undelivered item.
If a payment was never completed, there may be no captured funds for us to refund. A pending authorisation displayed by the Customer’s bank may be released according to the bank’s or payment provider’s procedures.
For an order containing several products, we may fulfil available items and refund an unavailable item where this is consistent with the contract and the Customer’s rights.
19. Refund Destination and Currency
Approved refunds will ordinarily be returned using the payment method originally used to purchase the product. We generally refund the original purchaser and do not redirect reimbursement to an unrelated person, different bank account, alternative card, digital wallet or other destination.
If the original payment method has expired, closed or cannot receive funds, contact the issuing bank or payment provider. We may require verification before considering another payment arrangement permitted by law and supported by the provider.
Refunds are normally initiated in the currency of the original transaction. Currency movements or charges imposed by the Customer’s financial institution may affect the amount ultimately credited; those external fees and conversion rates are not set by Calunario.
20. Time Needed to Process a Refund
We will examine legitimate requests without undue delay. Investigation times vary according to the information available, the issue reported and whether we need a response from a payment provider, supplier, publisher or activation service.
Once a refund is approved, we will submit it through the applicable payment provider as soon as reasonably practicable and within any deadline imposed by law. The time at which the credit becomes visible to the Customer may depend on the bank, card network, payment gateway, public holidays and any additional financial checks.
Where a specific statutory refund deadline applies, that deadline takes precedence over a general statement about investigations or banking procedures.
21. Payment Providers and Refund Information
Calunario may use an independent payment gateway to collect card payments and process approved refunds. The provider may handle complete payment credentials in its own secured payment environment. JADEBURY LIMITED does not intend to retain complete card numbers, card verification codes or full payment authentication credentials on its own systems.
We may receive the limited details needed to administer a purchase or refund, such as the amount, currency, transaction reference, masked payment information and refund or dispute status.
Personal information submitted in connection with refund requests is handled as described in our Privacy Policy. A payment provider may also process information for its own security, legal and financial obligations.
22. Chargebacks and Bank Disputes
We encourage Customers to contact support@calunario.com about a problem before commencing a chargeback, as this may allow the matter to be investigated and resolved directly. This request does not limit any lawful right to approach a bank, card issuer or payment provider.
Where a payment dispute occurs, we may provide the parties handling it with relevant order, payment, delivery, communication and available activation records. A knowingly false or misleading dispute may breach the Calunario Terms and Conditions and may be challenged where legally permitted.
We will not penalise a Customer merely for making a genuine complaint or exercising a legitimate payment-dispute right. If reimbursement has already been received through a chargeback or other payment reversal, a second refund will not be made for the same payment.
23. Dishonest or Abusive Requests
We may investigate apparent refund or replacement abuse, including suspected identity theft, unauthorised payment use, misuse of several accounts, repeated promotional abuse, fraudulent evidence or attempts to obtain reimbursement more than once.
Where there is a reasonable basis for concern, we may delay a voluntary request while checking relevant facts, preserve records, limit related orders or accounts, and share information with appropriate providers or authorities where lawful. A request for a remedy guaranteed by law will not be refused merely because a Customer previously made complaints or refund requests.
24. Closing a Customer Account
Closure of an account does not automatically reverse an order, invalidate a delivered key or create an entitlement to a refund. We may need to retain limited transaction, delivery, refund, security and legal-compliance records after account closure, as described in the Privacy Policy.
If an account is closed while a request remains open, we may continue contacting the Customer using a verified order email. Before requesting closure, Customers should securely record any purchased activation keys to which they remain entitled and which are available through their account.
25. External Activation Services
Products may be redeemed through independent publisher sites, console networks, software platforms and other activation services. Those providers administer their own accounts, regional settings, server availability, subscriptions, updates and technical support.
We may assist with an activation problem where reasonably possible, but cannot control a third party’s routine operating decisions or technical environment. An external provider’s internal refund rules do not replace any statutory remedy owed by JADEBURY LIMITED in its capacity as the Customer’s seller.
26. Changes to the Refund Policy
We may update this Policy to reflect developments in the products we sell, payment arrangements, suppliers, operational practices, fraud controls, legal requirements or regulatory guidance. The current version will be available on calunario.com with its effective date.
Revisions will ordinarily apply to orders placed after the revised Policy takes effect. Earlier purchases will normally be considered under the version applicable when the order was placed, unless a later provision is more favourable or the law requires another approach.
No revision will retrospectively remove a mandatory consumer remedy. If any provision is found unenforceable, the rest of the Policy will remain effective to the extent permitted by law.
27. Contact and Complaints
Refund requests, replacement enquiries and other order complaints should be directed to JADEBURY LIMITED at support@calunario.com. Please identify the relevant order and explain the issue as clearly as possible.
Our company number is 16982800 and our registered office is 72 Halliwick Road, London, England, N10 1AB. Our Website is https://calunario.com.
If you remain dissatisfied with the outcome, you may use applicable consumer complaint procedures, an available alternative dispute resolution process, a payment-provider dispute procedure or the courts or authorities having jurisdiction. Nothing in this Policy restricts rights or remedies that the law provides.