Terms of Service
Last updated November 4, 2026. These terms apply when you buy from Lootora (the “Shop”). Please read them before you order. By placing an order you confirm that you have read and accept them.
1. Who we are
The Shop is run by KRENHOLM LIMITED, company number 17546294, registered office 7 High Street, Kington, HR5 3AX, United Kingdom, trading as Lootora (“we”, “us”). You can reach us through the contact page.
2. What we sell
We sell digital content: activation keys for games and expansions, gift card codes and subscription or membership codes for third-party platforms (Steam, Xbox, PlayStation, Nintendo, the EA app and Ubisoft Connect). We buy them from publishers and the distributors they appoint.
We are not the publisher of the products and we are not affiliated with, sponsored by or endorsed by any platform or publisher. All trademarks, names and logos belong to their respective owners and are used only to identify the products sold.
Each product page states the platform, the region in which the product activates, the edition and any requirement such as owning a base game. Those statements form part of the description of what you are buying. Please check them before you pay.
3. Who can buy
You need an account with a verified email address and you must provide accurate information. You must be an adult (18 or over) to buy, or have the permission of a parent or guardian who accepts these terms. Age ratings (PEGI) are shown on each product and you are responsible for following them. We may refuse or cancel an order if we reasonably believe the buyer is not entitled to buy the product.
You are responsible for keeping your login details secret and for activity under your account. Tell us promptly if you think someone else has used it.
4. Prices and payment
Prices on the product page are the total you pay for that item, VAT included where it applies. We do not add service fees, booking fees or payment surcharges at checkout. Payment is taken in euros. Prices shown in other currencies are a conversion for convenience at a fixed rate, and your card provider or bank may apply its own exchange rate.
Payments are processed by our payment provider, [name of payment provider]. We never see or store your full card number. You must use a payment method that you are entitled to use.
If a price is obviously wrong because of a mistake on our side, we will tell you before supply and you can choose whether to continue at the correct price or cancel for a full refund.
5. The contract and supply
The contract is formed when payment is confirmed. We then obtain each key from our supplier and place it in your account, and email you when it is ready. Keys are never sent by email; you reveal them in your account. Your order page shows the status of each item.
We supply keys after payment is confirmed, without undue delay. Supply can take longer if an order needs a manual check or our supplier is slow to respond.
Some orders are checked by a person first, to protect buyers and card holders from fraud. We may ask you for additional information to complete that check. If we cannot supply an item, or if an order does not pass the check, we refund it in full to the payment method you used.
6. Your right to cancel
You have a statutory right to cancel a contract made online within 14 days of the day the contract is made, without giving a reason. For digital content that is not supplied on a physical medium, such as a game key, gift card code or membership code, that right ends once the content has been supplied, provided you expressly asked for supply to start within the cancellation period and acknowledged that you would lose the right to cancel once it is supplied.
Checkout shows this statement directly above the pay button: “By paying you ask us to supply your key now and accept that the 14-day right to cancel ends once it is supplied. Until then you can cancel from your order page.” By choosing to pay with that statement shown, you expressly ask us to supply your key within the 14-day cancellation period, and you acknowledge that you lose your right to cancel an item once its key has been supplied to your account. We record the time you paid as the time of that request and acknowledgement, and we confirm it in your receipt.
Until a key has been supplied to your account you can still cancel that item from your order page, and we refund it in full to the payment method you used, without undue delay and in any case within 14 days of your cancellation. Once a key has been supplied, the right to cancel no longer applies to it, so a supplied key cannot be returned because you changed your mind, bought the wrong platform or region, or no longer want it.
If you do not want to give up the right to cancel, do not place the order. Your rights for faulty keys (section 7) are not affected by any of this. More detail is in our Cancellations, refunds and faulty keys policy.
7. If a key does not work
Digital content must be as described and fit for purpose under applicable consumer law. If a key will not redeem, has already been used, is for a different region from the one stated, or is otherwise faulty, tell us, quoting your order number and, if you can, a screenshot of the error. We will check with the supplier and replace the key. If we cannot replace it within a reasonable time, we will refund you in full. Your statutory rights as a consumer, including the right to a price reduction or to end the contract where the law gives it, are not limited by this section.
A key that fails because it was redeemed on an account in a region the product page said it does not support is not faulty. We will still look at it with you.
8. Using what you buy
Redemption and use are governed by the platform’s and publisher’s own terms, which you accept when you redeem the key. Keys are sold for personal use. You must not resell keys in bulk or use the Shop to buy for commercial resale, and you must not use automated tools to place orders.
9. Acceptable use
You must not use the Shop to commit fraud, to pay with a payment method you are not entitled to use, to interfere with the Shop or its security, to attempt to access other users’ accounts or data, or in any way that breaks the law. We may suspend or close an account and cancel unsupplied orders if you do, and we may report fraud to the payment provider and the authorities.
10. Intellectual property
The Shop, its design and its content belong to us or our licensors. You may use them to browse and buy from the Shop, but you may not copy or reuse them for other purposes without our permission. Game titles, images and platform names belong to their owners.
11. Our liability
We are responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms. We do not exclude or limit liability where it would be unlawful to do so, including for death or personal injury caused by negligence, for fraud, or for your statutory consumer rights. We are not responsible for a platform’s own outages, regional restrictions imposed by the platform, or decisions the platform or publisher takes on your account, unless caused by our breach of these terms.
We are not liable for delay or failure caused by events beyond our reasonable control, such as supplier or platform outages, payment system failures or internet disruption. We will tell you if that affects your order.
12. Your data
How we use your personal data is explained in our Privacy Policy, and how we use cookies in our Cookie policy.
13. Changes to these terms
We may update these terms, for example when the law or our service changes. The version that applies to an order is the one shown when you paid. Changes do not affect orders already placed.
14. Complaints and applicable law
Contact us first at support@lootora.org and we will reply. If we cannot resolve the issue, you can get advice from Citizens Advice (citizensadvice.org.uk) if you live in the UK, or from the consumer protection authority or consumer dispute resolution body in your own country.
These terms are governed by the laws of England and Wales. If you are a consumer living in another country, you keep the protection of the mandatory consumer laws of that country, and you may bring a claim in the courts of your country of residence. If any part of these terms is found to be invalid, the rest stays in force. These terms are made in English; translations are for convenience.