Payment Policy

1. Payment methods we accept

The methods available to you are always shown at checkout before you commit to the order. We add no surcharge for paying by consumer credit or debit card.

2. Currency and pricing

• All prices are displayed and charged in pounds sterling (GBP).
• The price shown is the full amount payable, and it is confirmed again at checkout before you pay.
• No delivery charge applies to any order, because everything we sell is delivered electronically — see our Shipping & Delivery Policy.
• If your card or account is held in another currency, your bank converts the amount at its own rate and may add a foreign transaction or conversion fee. Those charges are set by your bank, are not received by us, and are not refundable by us.
• Where your bank offers to convert at the point of sale, choosing to be charged in GBP is usually cheaper than accepting the card scheme’s own conversion.

3. Tax and VAT

ESEO SERVICES LTD is the seller of record for every order and issues the invoice. Prices shown on our product pages are inclusive of any VAT that applies, so the figure you see is the total amount you pay. Where VAT applies to your order it is itemised separately on the invoice you receive.

If you are buying as a business, enter your company name and registration details in the company field at checkout and they will appear on your invoice. If you need an amended invoice for your accounting records, email us with your order number and we will reissue it.

4. When you are charged

Payment is taken at the point you place your order. As explained in our Terms of Sale, taking payment does not by itself mean we have accepted your order — the contract is formed when we send you your licence key, or assign your licence to your publisher account.

If we cannot accept an order, for example because the product is unavailable or the order does not pass our security checks, we refund the payment in full or release the authorisation. Nothing is retained.

5. What appears on your statement

Card and PayPal payments show on your statement as KEYFORREST or a closely similar descriptor including our name. If you see a charge you do not recognise, please contact us before contacting your bank — we can usually identify the order within minutes and, if the charge is genuinely not yours, we will refund it immediately and investigate.

6. How we protect your payment details

We take payment security seriously and have designed the checkout so that sensitive card data never touches our systems.

• Card details are captured directly by our payment providers in a secure hosted field or on their own page. We never receive your full card number, expiry date or security code, and we cannot store them.
• Our payment providers are PCI DSS compliant and regulated in the jurisdictions in which they operate.
• The entire site, including checkout, is served over an encrypted TLS connection.
• Where you choose to save a card for subscription renewals, it is stored by the payment provider as a token. We only ever see the card type, the last four digits and the expiry month.
• Our systems are protected by a web application firewall, malware scanning and access controls, as described in our Privacy Policy.

7. Strong customer authentication

Card payments are protected by 3‑D Secure, the industry standard for strong customer authentication required under UK payment services regulation. You may be asked to confirm your payment through your banking app, by biometric approval, or with a one‑time passcode. This step is handled entirely by your bank; we neither see nor store the credentials involved.

If authentication fails, the payment does not complete and no money leaves your account. Try again, or use a different payment method.

8. Declined and failed payments

Payments are declined by your bank or the payment provider, not by us, and we are not told the specific reason. Common causes are insufficient funds, an expired card, a mismatch between billing address and card record, a daily limit, or your bank’s own fraud screening flagging a digital goods purchase.

If a payment is declined:

• no order is created and no goods are supplied;
• any pending authorisation is released by your bank, normally within 3 to 5 working days;
• you may see a temporary “pending” entry on your statement, which will disappear on its own — this is a hold, not a charge;
• you can try again, use another method, or contact your bank, which can usually tell you the reason immediately.

If money has left your account but you have no order confirmation, contact us with the date, amount and last four digits of the card and we will trace it.

9. Bank transfer payments

If you choose bank transfer, our account details and a payment reference are shown on the order confirmation screen and emailed to you. Please:

• quote the payment reference exactly, so we can match your payment automatically;
• transfer the full amount, since bank charges deducted in transit will leave the order short;
• allow 1 to 3 working days for funds to clear, longer for international transfers.

Your order is held until cleared funds arrive, and your licence is released within an hour of clearance. If cleared funds do not arrive within 7 days we may cancel the order; anything received afterwards is returned to you in full.

10. Subscriptions and recurring payments

Some products are sold on a recurring subscription. Where they are:

• the renewal amount, the billing frequency and the first renewal date are shown at checkout before you pay;
• you authorise us to take the renewal payment from your saved payment method on each renewal date;
• we send a reminder email before each renewal is taken;
• you can cancel at any time from My Account → Subscriptions, which stops all future payments;
• we give at least 30 days’ notice by email before any price increase, so you can cancel first;
• if a renewal is taken after you cancelled, or taken in error, we refund it in full.

If a renewal payment fails we will retry a small number of times over several days and email you. If it still fails, the subscription is placed on hold rather than cancelled, so you can update your card without losing your licence history.

11. Invoices and receipts

An invoice issued by ESEO SERVICES LTD is generated for every order and:

• attached as a PDF to your order confirmation email;
• available at any time from My Account → Orders;
• re‑issued on request, including with amended business details, by emailing [email protected] with your order number.

The invoice shows our company name and number, our registered address, the order date, an itemised description of what you bought, the amount paid and any VAT itemised separately. It is a valid document for your own accounting and expense records.

12. Fraud prevention

Digital licence keys are frequently targeted by card fraud, and screening protects genuine cardholders as much as it protects us. Orders are checked automatically using risk indicators from our payment providers, and a small number are held for review by a member of our team before the licence is released.

We may ask you to verify your identity or your ownership of the payment method in a proportionate way, such as replying from the email address on the order. Where we cannot verify an order we decline it and refund in full. A person always makes the final decision, and you can ask for a decision to be reviewed. See our Privacy Policy for how the data involved is handled.

13. Refunds

When you are entitled to a refund is set out in our Returns, Cancellations & Refunds Policy. As to the mechanics of payment:

• refunds are made to the original payment method and we cannot pay to a different card, account or person;
• refunds are issued within 14 days of us accepting your claim, and normally submitted within one working day;
• the money typically appears in 3 to 5 working days, depending on your bank;
• we never deduct a fee, restocking charge or payment processing cost from a refund;
• where currency conversion applied at purchase, the sterling amount is refunded in full; any difference on reconversion is set by your bank’s rate.

14. Chargebacks and payment disputes

Please contact us before raising a chargeback. We resolve most issues within a working day, whereas a chargeback typically takes several weeks and locks the funds in the meantime.

If a chargeback is raised we will supply the payment provider with the order record, the delivery timestamp, the licence key issued or the account the licence was assigned to, activation evidence from the publisher where available, and our correspondence with you. Where a chargeback is found to be unwarranted we reserve the right to recover the sums due and to suspend the associated account.

If you genuinely do not recognise a payment, contact your bank straight away — protecting a compromised card matters more than the order, and we will co‑operate fully with any investigation.

15. Pricing errors

Prices are checked regularly, but errors occasionally occur. If a product’s correct price is higher than the price shown, we will contact you before releasing your key and you may confirm the order at the correct price or cancel it for a full refund. Where a pricing error is obvious and could reasonably have been recognised as a mistake, we are not obliged to supply at the incorrect price.

16. Changes to this policy

We may update this policy to reflect new payment methods, changes in regulation or changes in how we operate. The version that applies to your order is the version published when you placed it. The effective date at the top of this page shows when the current version took effect.

17. How to contact us

If anything about a payment is unclear, or you think you have been charged incorrectly, contact us and we will look at the transaction directly.