How does Buyer Protection work?

When you buy a key on herkesekey, the seller is not paid right away. The payment is held until you have had the chance to check that the key works. This applies to keys sold by marketplace sellers and to keys sold by herkesekey itself.

1. Reveal the key when you are ready

Your key is delivered instantly, but it stays hidden (for example XXXX-…-1A2B) on the order page, in My Keys and on the guest order page until you press "Reveal key". Emails no longer contain the key itself; they link to your order.

Before the first reveal you are asked to confirm that the digital content is delivered instantly and that, under Article 15(ğ) of the Turkish Distance Contracts Regulation (Mesafeli Sözleşmeler Yönetmeliği), your right of withdrawal ends once the key is revealed. This does not affect your protection: keys that don't work are still refunded or replaced.

2. You have 24 hours to check the key

Revealing the key starts a 24-hour protection window. The remaining time is shown next to the key ("Protection: 23:41 left"). Revealing the key again later shows the same key and does not restart the timer.

• It works: press "It works ✓". The purchase is completed and the seller is paid.
• It doesn't work: press "Report a problem" before the window ends.
• You do nothing: the purchase is completed automatically when the 24 hours are over.

3. Report a problem with evidence

1. 1Choose the reason (wrong key, already used, duplicate, not received or other).
2. 2Describe what happened: the platform, the account and the exact error message.
3. 3Attach up to 3 screenshots. The most helpful evidence is a screenshot of the error the platform shows when you redeem the key.
4. 4Send the report. The key is marked as disputed and the payment stays on hold.

4. The seller has 24 hours to respond

For marketplace items, the seller has 24 hours to send you a replacement key, refund you, or contest the report. You can follow each step on the order page. If the seller does not respond in time, you are refunded automatically.

5. Admin review and live chat

If the seller contests the report, or if the key was sold by herkesekey, our support team reviews it. A live support room linked to your order opens, and a "Connect to live support" button appears on the order page so you can talk to us directly.

6. Refunds and replacements

• Refund: the amount for that item is returned to your original payment method.
• Replacement: a new key is delivered to the same order. Reveal it to start a new 24-hour protection window.
• Rejected: if the review shows the key works, the report is closed and the seller is paid.

Keys you never reveal

If you never reveal a key, the purchase is completed automatically 7 days after delivery. Reveal your keys when you are ready to use them so that the 24-hour protection window is still ahead of you.