Complaints Policy

Last updated: 29 October 2026

We want every order to go smoothly, but if something goes wrong we want to hear about it. This policy explains how to make a complaint, what happens next and how long it takes.

What this policy covers

You can complain about anything related to Knightix: an Order or a key, a refund decision, the behaviour of our staff, the website, how we handled your personal data or this complaints process itself. Complaints are handled by RELICWARE LTD, which operates knightix.com.

Many issues — a key that does not activate, a missing e-mail — are solved fastest as a normal support request; see our Refund Policy and FAQ. If you are not satisfied with the support answer, this Complaints Policy applies.

How to make a complaint

• By e-mail: support@knightix.com, with “Complaint” in the subject line;
• Online: through our contact page;
• By post: RELICWARE LTD — Complaints, 27 Old Gloucester Street, London, WC1N 3AX, United Kingdom.

Please include:

• your name and the e-mail address used for the Order;
• the order number, if the complaint relates to an Order;
• a description of the problem and when it happened;
• screenshots or other evidence, such as the Platform’s error message;
• what you would like us to do to put things right.

Complaints are free of charge. If you need help making a complaint, for example because of a disability, tell us and we will make reasonable adjustments. You may also ask someone to complain on your behalf; we will need your written consent before sharing details of your account with them.

What happens next

1. Acknowledgement — within 2 business days. We confirm that we have received your complaint, give it a reference number and tell you who is handling it.
2. Investigation. We review your Order, our records and any information from the Platform or the key distributor. If we need more information, we will ask for it.
3. Response — within 14 days. We send you a written answer explaining what we found, what we will do and why. If the case is complex and we need more time, we will tell you before the 14 days are up, explain why and give you a new date, which will be no later than 30 days after we received your complaint.

If you are not satisfied with our answer

Reply to our response and ask for the complaint to be reviewed. A manager who was not involved in the original decision will look at the case again and send you a final written answer within 14 days of your request.

Independent help

If you are still not satisfied, or if we have not answered within the times above, you can get free, independent advice:

• Citizens Advice consumer service (England and Wales): 0808 223 1133, citizensadvice.org.uk. Advice Direct Scotland and Consumerline in Northern Ireland offer the same service.
• European Consumer Centres, if you live in the EEA: ECC-Net.
• Information Commissioner’s Office (ICO), for complaints about personal data: ico.org.uk, 0303 123 1113.

We are not currently a member of an alternative dispute resolution (ADR) scheme and are not obliged to use one. If a complaint cannot be resolved between us, we will tell you so in our final answer, and you remain free to take the matter to the courts — in England and Wales, claims of lower value can be made online through the small claims track. If you paid by card, you may also be able to ask your card issuer for a chargeback.

How we learn from complaints

We keep a record of every complaint and its outcome for up to 24 months, as described in our Privacy Policy. We review complaints regularly to find recurring problems and fix their causes — in our products, our website and our processes.