1. Introduction
This Game Keys Delivery Policy (the “Policy”) governs the purchase and delivery of digital game keys available through the Marvli platform operated by Marvli Payment OÜ (“Marvli”, “we”, “us”, “our”), a company incorporated in Estonia under registration number 16338540, registered as a Money Service Business with FINTRAC (registration number M24723823).
This Policy should be read in conjunction with our Terms and Conditions, Privacy Policy, and AML/KYC Policy, all of which are available at marvli.com.
2. Nature of Game Key Services
The game key store available on the Marvli platform covers PC gaming titles and is a third-party product provided via API integration with an independent game key supplier (“the Supplier”). Marvli acts solely as the platform through which game keys may be purchased and does not itself produce, issue, or fulfil game keys.
As such:
- Marvli is not the merchant of record for game key products.
- Game key codes are generated and delivered by the Supplier’s systems.
- Marvli does not hold inventory of game key codes and processes requests on a pay-as-you-go basis in real time.
- Availability of specific game keys is subject to the Supplier’s stock and regional restrictions at the time of purchase.
3. Delivery Method
All game keys sold through the Marvli platform are digital products. There is no physical delivery.
Upon successful payment, game key codes are delivered electronically to the registered email address associated with the customer’s Marvli account. Delivery typically occurs within minutes of a confirmed transaction.
4. Delivery Timeframes
Marvli aims to process game key delivery immediately following payment confirmation. The following indicative timeframes apply:
- Instant to 15 minutes — standard processing for most game key purchases.
- Up to 24 hours — in cases where the Supplier’s systems experience high demand, technical delays, or where additional verification is required.
- Up to 72 hours — in exceptional circumstances, including but not limited to Supplier outages, regional fulfilment issues, or fraud checks triggered by the transaction.
Marvli does not guarantee specific delivery times as fulfilment depends on third-party systems outside our direct control. Customers will be notified by email in the event of any delay.
5. Non-Delivery and Failed Orders
If a game key code has not been received within the timeframe indicated in Section 4, customers should:
- Check their registered email inbox, including spam and junk folders.
- Contact Marvli customer support at [email protected] with their order reference number.
In the event of a confirmed non-delivery attributable to a Supplier or platform error, Marvli will endeavour to:
- Resend the game key code; or
- Issue a replacement code; or
- Provide a refund to the customer’s Marvli account balance, at Marvli’s reasonable discretion and subject to investigation of the order.
6. Refunds and Cancellations
Given the digital and instantaneous nature of game key delivery, the following policy applies:
- Once a game key code has been delivered and/or revealed, orders are non-refundable and non-cancellable, except where required by applicable consumer protection law.
- If a delivered code is found to be invalid, already redeemed, or otherwise defective at the time of delivery, customers must report this to [email protected] within 14 days of purchase. Marvli will raise the matter with the Supplier and, where confirmed, issue a replacement or refund.
- Marvli does not accept responsibility for game keys that are lost, stolen, or misused after successful delivery.
- Marvli is not liable for errors made by the customer when entering or redeeming a game key code on a third-party platform.
Refunds, where applicable, will be credited to the customer’s Marvli e-wallet balance. Marvli does not process refunds to original payment methods unless required by law or by card scheme rules.
7. Geographical and Product Restrictions
Game key availability varies by title and geographical region. Certain game keys may be restricted to specific countries or currency denominations as determined by the Supplier and/or the publisher. It is the customer’s responsibility to verify that a game key is valid and redeemable in their region before completing a purchase.
Marvli does not accept responsibility for game keys purchased in the wrong region or currency denomination where such information was clearly disclosed at the point of sale.
8. Fraud Prevention and Order Verification
Marvli reserves the right to delay, hold, or cancel game key orders where:
- Unusual or high-volume purchasing patterns are detected.
- An order triggers automated fraud or AML screening.
- The customer’s account is subject to a compliance review or account restriction.
In such cases, Marvli may request additional verification from the customer. Orders that cannot be verified may be cancelled and refunded to the customer’s Marvli account balance.
9. Customer Support
For all game key-related queries, including delivery issues, invalid codes, and refund requests, customers should contact: Email: [email protected] Website: marvli.com/contact Registered Address: Harju maakond, Tallinn, Päevalille tn 6-15, 13517, Estonia
10. Changes to This Policy
Marvli reserves the right to amend this Policy at any time. Any material changes will be communicated to registered customers by email and/or by notice on the Marvli platform. Continued use of the game key store following notification of changes constitutes acceptance of the updated Policy.