Lifetime Guarantee service

1. Guarantee coverage

1. Lifetime Guarantee (“Guarantee”) is an optional, paid service offered by the Service Provider and available for purchase at checkout. The Guarantee is intended to ensure continued access to the purchased digital product key (the “Product Key”) in the event of future activation issues arising for reasons covered by this Section and verified by the Service Provider.
2. Subject to this Section, where a Product Key becomes unusable for activation (e.g., is determined to be invalid, revoked, or otherwise non-functional for activation on the applicable distribution platform, and the cause is not excluded under Clause 2 below), the Service Provider shall, at its sole discretion, provide one of the following remedies:
   • (a) a free replacement key for the same Product; or
   • (b) a replacement key of equal or higher value; or
   • (c) a refund of the affected item’s purchase price.
3. The Guarantee remains valid as long as the Product remains officially available and/or supported on its respective distribution platform, subject always to Clause 5 below.
4. For avoidance of doubt, the Guarantee is a contractual service provided by the Service Provider and does not constitute an insurance product, nor does it create or imply any warranty from a publisher, platform operator, or any third party.

2. What is not covered

1. The Guarantee does not cover, and the Service Provider shall have no obligation to provide any remedy under the Guarantee for, any activation or access issues resulting from or related to:
   • (a) bans, suspensions, restrictions, or other enforcement actions applied to the User’s platform account;
   • (b) violations of platform and/or publisher terms of service or rules (including but not limited to chargebacks, suspected fraud, cheating, or other prohibited conduct);
   • (c) Products removed from sale, delisted, region-locked by platform policy changes, or shut down by the publisher and/or the platform operator;
   • (d) server closures, end-of-life events, discontinuation of online services, or termination of support by the publisher and/or platform;
   • (e) User-side technical issues, including hardware failure, system incompatibility, configuration errors, software conflicts, malware, or internet outages;
   • (f) loss of access due to incorrect account management by the User (including forgotten passwords, lost login credentials, compromised accounts, or failure to secure the account);
   • (g) intentional misuse, fraudulent activity, resale attempts, non-legitimate purchase behaviour, or any other abuse of the Website, Services, or Guarantee.
2. The Guarantee does not apply where the claimed issue is caused by circumstances outside the Service Provider’s reasonable control, including actions or policies of platform operators and publishers, except where the Service Provider, at its discretion, determines that the issue falls within the covered scope of Clause 1.

3. Service eligibility

1. The Guarantee must be purchased at checkout; it cannot be added retroactively after an order has been placed.
2. The Guarantee applies only to the Products explicitly included in the same order for which the Guarantee fee was paid (the “Covered Products”).
3. The Guarantee is non-transferable, is linked to the User Account (or the email address used for purchase if no Account exists), and may not be assigned, sold, sublicensed, or otherwise transferred to any third party.
4. The Service Provider may decline claims submitted by persons other than the original purchaser or where the purchase cannot be verified.

4. Claim process

1. To request support under the Guarantee, the User shall:
   • (a) contact Gameseal Support via the channels made available on the Website;
   • (b) provide proof of purchase and, where applicable, the relevant order number and Product identification;
   • (c) provide the Product Key and any required activation details;
   • (d) submit evidence of the activation issue (including, where applicable, screenshots, error messages, logs, and/or platform communications confirming the issue); and
   • (e) allow the Service Provider reasonable time to validate the claim and propose and/or deliver a remedy.
2. The Service Provider may request additional information reasonably necessary to investigate the claim, including logs, screenshots, device or system details, and/or documentation from the relevant platform operator. Failure to provide such information may result in the claim being rejected.
3. The Service Provider may, at its discretion, require the User to follow troubleshooting steps or activation instructions to exclude User-side technical causes prior to determining eligibility.

5. Duration of coverage

1. Coverage continues only for so long as both of the following conditions remain satisfied:
   • (a) the Product is officially offered and/or supported by the relevant distribution platform; and
   • (b) the Service Provider remains able to source replacement keys through its authorized partners and supply channels.
2. For the purposes of this Guarantee, ‘Lifetime’ refers to the commercial lifetime of the Product as a supported and available digital good on its respective distribution platform, and does not refer to the lifetime of the User.
3. If a Product is permanently removed from sale, access, or support by the publisher and/or platform for any reason, the Guarantee expires for that Product, and no further remedies shall be due under this Guarantee for such Product.
4. Any remedy provided under Clause 1.2 shall be deemed to satisfy the Service Provider’s obligations for the specific claim. The Service Provider does not guarantee multiple replacements for the same Covered Product.

6. Refunds and cancellations

1. The fee paid for the Guarantee is non-refundable, except where and to the extent required by mandatory provisions of applicable law (including, where applicable, a statutory cooling-off period, provided the service has not been used).
2. Once a claim has been submitted and processed (including where the Service Provider has commenced validation of the claim or delivered a remedy), the Guarantee shall be deemed fully delivered in relation to that claim and shall no longer be eligible for refund.
3. Any refund provided under Clause 1.2(c) applies solely to the affected item’s purchase price and does not include the Guarantee fee, except where mandatory law requires otherwise.

7. Fair-use limitations

1. The Service Provider reserves the right to decline, suspend, or limit claims under the Guarantee where there is evidence (as reasonably determined by the Service Provider) of:
   • (a) abuse, excessive repetition, or suspicious usage patterns;
   • (b) misuse or non-compliance with platform rules or activation requirements;
   • (c) fraud, attempted fraud, chargeback activity, or other conduct undermining the integrity of the Guarantee.
2. The Service Provider may introduce and enforce reasonable technical and procedural measures designed to ensure fair use and protect all Users, provided such measures do not affect valid coverage for orders placed before their introduction, except where required to prevent fraud or comply with law.

8. Changes to the service

1. The Service Provider may update or modify the terms applicable to the Guarantee where necessary (including for legal, technical, operational, or anti-fraud reasons).
2. Any such changes shall not affect valid coverage for orders placed before the effective date of the update, unless otherwise required by mandatory law or where changes are necessary to prevent misuse, fraud, or security risks.
3. This Guarantee is provided in addition to and does not limit any mandatory statutory rights that may apply to the User under applicable consumer protection laws.