Terms of Selling accounts via an external website

1. Key format

1.1. Selling via an external website requires uploading stock in the form of unique links or redemption codes, along with the address of the Merchant’s website.

1.2. The Merchant’s stock must consist of links or redemption codes together with the relevant website address.

1.3. The use of links is preferable, as it reduces the likelihood of customer confusion or misuse.

Example (link):

• www.kinguin.net/redemption12345XYZ

Example (redemption code):

• Code: XYZ12345 ; To redeem your order visit: www.kinguin.net/redeemyourcode

1.4. As an optional additional security measure, the Merchant may require the customer to provide the Kinguin Order ID together with the link or redemption code.

2. Minimal requirements for selling with the external site delivery method

2.1. Ability to check delivery status

2.1.1. The Merchant’s website must provide a tool enabling verification of delivery status.
2.1.2. Access to the delivery status must be available to any party in possession of the unique link or redemption code.

Status	Description	Timestamp with visible timezone
Pending	Request has not been submitted by the customer yet	Not required
Processing	Request has been submitted; credentials must be delivered within 24 hours (2 hours for non-subscription accounts)	Required - timestamp should indicate the exact moment when the customer submitted the redeem request
Completed	Credentials have been delivered	Required - timestamp should indicate the exact moment when the credentials were delivered
Canceled	Delivery is no longer possible; the order is refundable	Required - timestamp should indicate the exact moment when the redemption process was canceled

2.1.3. When the account's credentials have been delivered (completed/delivered). At this point credentials should be visible under the link or after entering the code at all times, even after the customer used the account and changed the original credentials
2.1.4. All timestamps related to product delivery must be clearly visible and accessible after the product has been delivered.

2.2. Merchant name visibility

2.2.1. The Merchant must ensure that its Kinguin merchant name is clearly and prominently displayed on the external delivery website. This requirement exists to maintain transparency and prevent customer confusion caused by redirection to unidentified or unbranded third-party pages.

2.3. Website security and language availability

2.3.1. The external delivery website must operate over a secure HTTPS connection.
2.3.2. The website must fully support the English language at minimum.
2.3.3 The Merchant’s website must not expose users to any security risks, nor may it require or coerce users to download files as a condition for accessing services or completing delivery

2.4. FAQ section availability

2.4.1. The Merchant must provide a clearly visible and easily accessible FAQ section on the external delivery website.
2.4.2. The FAQ must inform customers about:

• the procedure for reporting a faulty or non-functional product
  (recommended: https://support.kinguin.net/hc/en-us/articles/16545165939997-How-to-report-a-faulty-key)
• the process for requesting removal of personal data
• how customer personal data is processed and protected

2.4.3. The Merchant is encouraged to include additional articles regarding:

• average delivery time for account credentials
• risks that may affect account validity (e.g., region changes)
• any other information necessary for maintaining transparency and proper customer expectations

3. Communication channels and Customer claim acceptance criteria

3.1. Customer data requirements

3.1.1. The Merchant shall not require customers to provide personal information to obtain delivery credentials.
3.1.2. The only mandatory information that may be requested is:

• redemption code (where applicable)
• Kinguin Order ID (recommended for the purposes of monthly report completion)

3.1.3. Under no circumstances may the Merchant require email addresses, phone numbers or other personal data as a condition of delivery.
3.1.4. The Merchant may provide optional fields for customers to enter an email address or phone number solely for notification purposes. These fields must be clearly marked as optional and not required to receive the account.

3.2. Delivery timeframe and refund eligibility

3.2.1. Accounts with subscription products must be delivered within 24 hours from the moment the customer submits the delivery request.
3.2.2. Accounts for all other non-subscription products have to be delivered within 2 hours.
3.2.3. Any request that remains in “Processing” status for longer than 24 hours (or 2 hours for non-subscription products) is considered undelivered and is eligible for a refund.
3.2.4. Failure to deliver within the required timeframe constitutes grounds for an unconditional refund. 

3.3. Returns and Customer claims

3.3.1. If the customer wishes to return the delivered account, the Merchant must accept the claim within the Resolution Center without encouraging or directing the customer to escalate the issue to Kinguin Customer Support. This requirement applies exclusively to Game Account deliveries.
3.3.2. In cases where a customer wishes to return a subscription account after the order has reached the Processing status, Kinguin recommends that the Merchant accepts such claims, provided that the subscription has not been activated. This recommendation is based on maintaining a positive customer experience and supporting customer retention. However, Kinguin does not impose an obligation on the Merchant to approve such returns.
3.3.3. The Merchant may not delay, obstruct or otherwise interfere with the claim-handling process.
3.3.4. All claims must be resolved through the Resolution Center unless explicitly instructed otherwise by Kinguin.

3.4. Communication channels and Customer Support

3.4.1. All communication regarding delivery issues must occur exclusively through the Kinguin Resolution Center after the customer submits a report.
3.4.2. If the Merchant becomes aware of or suspects nondelivery, they may contact Kinguin Customer Support through:

• the FAQ form
• the Kinguin chatbot
• email at [email protected]
  

The Merchant must include the Kinguin Order ID and indicate that the customer may be eligible for a refund if no prior report exists.

3.5. Prohibited practices

3.5.1. The Merchant shall not request excessive or unnecessary personal data.
3.5.2. The Merchant shall not redirect or pressure customers into external support interactions when a valid Resolution Center report exists.
3.5.3. The Merchant shall not request or require escalation to Kinguin Customer Support as a condition of claim acceptance.

4. Reporting and quality measurement requirements

4.1. Export data requirements

4.1.1. The Merchant must ensure their system or external website allows exporting a complete list of delivered accounts.
4.1.2. All merchants are required to use this document when submitting their reports; all information specified in the document must be included.
4.1.3. All exports must be provided in csv/google sheets link format. Screenshots or image formats are not acceptable.

4.2. Requests for account delivery lists

4.2.1. Kinguin Customer Support or the assigned Account Manager may request a full list of delivered accounts at any time.
4.2.2. The Merchant must provide the list in line with Section 4.1 and ensure its accuracy.
4.2.3. At the beginning of each month, Kinguin Customer Support will request a report detailing all accounts delivered in the previous month.
4.2.4. Failure to provide a complete compliant with the required template report within 14 days will result in temporary suspension of all listings using external website delivery, until the required data is supplied.

4.3. Quality irregularities and duplicated deliveries

4.3.1. If Kinguin identifies duplicated account deliveries, mismatched product credentials or any quality irregularities, Kinguin may take corrective measures including:

• temporary suspension of external-delivery offers
• temporary or permanent blocking of the Merchant’s account
• issuing refunds to customers for duplicated or invalid orders, with refunded amounts charged back to the Merchant

These actions may be taken to protect consumers, maintain platform integrity and ensure compliance with applicable consumer protection obligations.

4.4. Non-compliance with website requirements

4.4.1. If the Merchant’s website fails to meet the mandatory requirements set out in Section 2, Kinguin reserves the right to temporarily block the Merchant’s account until full compliance is achieved. This action may be taken to safeguard customer rights, ensure security and reliability of the delivery process and protect Kinguin’s legitimate business interest in maintaining consistent quality standards.