Complaints Procedure
Last updated: 25-10-2026
We want to resolve problems quickly and fairly. This procedure explains how to complain about the Service at https://skinazon.pro, operated by Keyflow Limited, Cyprus, registration number HE494023 ("we", "us"), and what happens next.
We want to resolve problems quickly and fairly. This procedure explains how to complain about the Service at https://skinazon.pro, operated by Keyflow Limited, Cyprus, registration number HE494023 ("we", "us"), and what happens next.
1. Before you complain
Many issues can be solved by checking your account:
2. How to make a complaint
Send your complaint:
3. Acknowledgement
We acknowledge your complaint within [2] business days, give it a reference number and tell you who is handling it. If we need more information, we will ask you.
4. Investigation and response
4.1 We investigate fairly, using our records (for example balance ledger entries, Steam trade status and records of our requests to Steam, the marketplace partner and the payment processor).
4.2 We aim to send you a full written response within [15] business days of receiving your complaint. If the matter is complex or depends on a third party (such as Steam, the marketplace partner or the payment processor), we will tell you why we need more time and when to expect an answer. The total time will not exceed [30] calendar days, except in exceptional cases which we will explain to you.
4.3 Our response will explain our decision, the reasons for it and, if we uphold the complaint, what we will do (for example a correction of your balance or a refund) and when.
Note: records of our requests to third-party providers are kept only for 60 days. Please complain as soon as possible so that we can investigate fully.
5. Internal escalation
If you are not satisfied with our response, you can ask, within [30] days, for the complaint to be reviewed by a manager who was not involved in the first decision. Reply to our response. We will send you our final response within [15] business days of your request.
6. Alternative dispute resolution
6.1 If you are a consumer and you are still not satisfied with our final response, or we have not answered within the time limits above, you may refer the dispute to an alternative dispute resolution (ADR) body. In Cyprus, ADR entities for consumer disputes are approved by and listed with the Consumer Protection Service of the Ministry of Energy, Commerce and Industry (www.consumer.gov.cy).
6.2 You may also contact the European Consumer Centre Cyprus (www.eccyprus.consumer.gov.cy) for free advice on cross-border disputes within the EU.
7. Personal data complaints
If your complaint is about how we use your personal data, write to [email protected]. You also have the right to complain to the Office of the Commissioner for Personal Data Protection, Iasonos 1, 1082 Nicosia, Cyprus, www.dataprotection.gov.cy. See our Privacy Policy.
8. Your other rights
Using this procedure does not affect your right to go to court or any other legal rights you have, including as a consumer. See section 22 of our Terms of Service.
9. Records
We keep a record of each complaint and our response for 5years after the complaint is closed, to deal with any follow-up and to improve our service.
Many issues can be solved by checking your account:
- the status of your order, deposit, sale or withdrawal is shown in your account history;
- failed or declined purchases are refunded to your purchase balance automatically (see our Refund Policy);
- money from a sale stays pending during Steam's trade protection period before it reaches your sales balance.
2. How to make a complaint
Send your complaint:
- by email to [email protected]
- your Steam ID or Steam profile link (never your Steam password or Steam Guard codes; we will never ask for them);
- the reference of the order, deposit, sale or withdrawal concerned, if any;
- what happened, with dates and amounts;
- what you would like us to do;
- any screenshots or documents that help.
3. Acknowledgement
We acknowledge your complaint within [2] business days, give it a reference number and tell you who is handling it. If we need more information, we will ask you.
4. Investigation and response
4.1 We investigate fairly, using our records (for example balance ledger entries, Steam trade status and records of our requests to Steam, the marketplace partner and the payment processor).
4.2 We aim to send you a full written response within [15] business days of receiving your complaint. If the matter is complex or depends on a third party (such as Steam, the marketplace partner or the payment processor), we will tell you why we need more time and when to expect an answer. The total time will not exceed [30] calendar days, except in exceptional cases which we will explain to you.
4.3 Our response will explain our decision, the reasons for it and, if we uphold the complaint, what we will do (for example a correction of your balance or a refund) and when.
Note: records of our requests to third-party providers are kept only for 60 days. Please complain as soon as possible so that we can investigate fully.
5. Internal escalation
If you are not satisfied with our response, you can ask, within [30] days, for the complaint to be reviewed by a manager who was not involved in the first decision. Reply to our response. We will send you our final response within [15] business days of your request.
6. Alternative dispute resolution
6.1 If you are a consumer and you are still not satisfied with our final response, or we have not answered within the time limits above, you may refer the dispute to an alternative dispute resolution (ADR) body. In Cyprus, ADR entities for consumer disputes are approved by and listed with the Consumer Protection Service of the Ministry of Energy, Commerce and Industry (www.consumer.gov.cy).
6.2 You may also contact the European Consumer Centre Cyprus (www.eccyprus.consumer.gov.cy) for free advice on cross-border disputes within the EU.
7. Personal data complaints
If your complaint is about how we use your personal data, write to [email protected]. You also have the right to complain to the Office of the Commissioner for Personal Data Protection, Iasonos 1, 1082 Nicosia, Cyprus, www.dataprotection.gov.cy. See our Privacy Policy.
8. Your other rights
Using this procedure does not affect your right to go to court or any other legal rights you have, including as a consumer. See section 22 of our Terms of Service.
9. Records
We keep a record of each complaint and our response for 5years after the complaint is closed, to deal with any follow-up and to improve our service.