Version of 25 October 2026
1. Who we are and what these Terms cover
1.1 The online shop at softflix.com (the "Shop") is operated by SOFTFLIX AG, Kurfürstendamm 14, 10719 Berlin, Germany, registered with the Local Court (Amtsgericht) of Charlottenburg under HRB 241124 B, VAT ID DE340040734, represented by the Management Board (Marta Górka). Telephone: +49 800 7777 199, e-mail: contact@softflix.com ("Softflix", "we", "us"). Full details are in our Legal Notice (Imprint).
1.2 These Terms apply to every contract concluded through the Shop between us and you. We do not accept any of your own terms unless we have agreed to them in writing.
1.3 A "consumer" is a natural person who concludes the contract for purposes that are predominantly outside their trade, business or profession. A "business customer" is any other customer. Section 14 contains additional rules for business customers.
1.4 The contract languages are English, German and Polish. If you use the Shop in another language, the contract is concluded in English and the Shop shows the English text. The language versions of these Terms are equally binding; if they differ, the version more favourable to you as a consumer applies.
2. What we sell
2.1 We sell digital content that is not supplied on a tangible medium: activation keys (codes) for video games, downloadable content and software, and codes for gift cards and prepaid balance ("Keys"). A Key entitles you to activate or redeem the product with the publisher or the platform operator named on the product page (for example Steam, Ubisoft Connect, EA app, GOG, Epic Games Store, Battle.net, Rockstar Games Launcher, Microsoft Store/Xbox, PlayStation Store or the issuer of a gift card). The product itself (the game, software or balance) is provided by that publisher or platform under its own terms, which you accept when you activate the Key.
2.2 The main characteristics of each product – including the platform on which the Key can be activated, the type of licence (for example a full game, an add-on that requires the base game, or a gift card denomination), the language versions known to us and, where known to us, any regional restriction – are stated on the product page. If a characteristic you care about is not stated, ask us before ordering.
2.3 Platform and region restrictions. Many Keys can be activated only on one specific platform account and only in certain countries or regions, and some products may not be available or playable in your country. Which restrictions apply is decided by the publisher or platform operator, not by us. We source Keys from distributors in various countries, and a Key may be intended for a region other than the one you are located in. Before you order, check the platform and any regional restriction stated on the product page against the platform account and country in which you intend to activate the Key. If you activate a Key in breach of the platform operator's terms (for example by hiding your location), the platform operator may refuse or revoke the activation; we are not responsible for such consequences. If a Key cannot be activated on the stated platform in the country selected in the Shop when you ordered, this is a lack of conformity and your rights under section 10 apply, unless the product page stated this restriction and you expressly accepted it separately before ordering.
2.4 Age ratings (for example PEGI or USK) shown on product pages come from the publisher or the rating organisation and are given for your information; we do not verify your age. You must be at least 18 years old, or have the consent of a parent or guardian, to order from the Shop. Please respect the age rating of the products you buy.
2.5 Reviews and lists. Scores and review counts labelled as coming from Steam are retrieved from the Steam platform and show the date of retrieval; they are not written or verified by us and do not come from Softflix customers. Lists such as "Promoted" or "Recommended" are selected by our team; they are not a ranking based on independent criteria, and products may be featured for commercial reasons.
3. How a contract is concluded
3.1 The presentation of products in the Shop is not a binding offer by us; it is an invitation for you to place an order.
3.2 You order as follows: (a) add products to the cart and open the cart; (b) in the "Customer data" step, enter your e-mail address (the Key is delivered there), optionally log in or create an account and optionally enter invoice data; (c) if you are located in the European Union, the European Economic Area or the United Kingdom, tick the box with which you expressly request that we deliver the Key before the end of the withdrawal period and confirm that you thereby lose your right of withdrawal (see section 9); (d) click "Continue to payment"; (e) in the "Payment" step, choose a payment method and complete payment with the payment provider. You can correct your entries at any time before payment by going back in the checkout, editing the cart or changing the data in the "Customer data" step.
3.3 By completing the payment step you submit a binding order for the products in your cart at the prices shown in the order summary. The contract is concluded when we accept your order by sending you the order confirmation together with the Key, or by making the Key available in your customer account. If we do not accept your order, we will tell you and cancel the payment authorisation or refund the amount without undue delay, at the latest within 14 days.
3.4 We send the order confirmation, these Terms and the withdrawal information to the e-mail address you entered. We store the text of the contract (your order data) in our systems; if you have a customer account you can see your orders and Keys there. Please make sure your e-mail address is correct and that our e-mails are not blocked by a spam filter.
3.5 We may refuse or cancel an order, in particular where payment is not authorised or is reversed, where the order is placed by automated means, where there are reasonable indications of fraud or misuse of payment instruments or accounts, where the product is no longer available from our suppliers, or where the price shown was obviously wrong because of a technical error. In such a case we refund any amount you have paid, and a Key that has not yet been delivered will not be delivered.
4. Prices, taxes and payment
4.1 The prices shown are total prices in the currency shown. For customers in the European Union, the European Economic Area, the United Kingdom and Switzerland they include value added tax at the rate applicable to your country; the applicable VAT is shown in the checkout and on the invoice. For other countries, prices are shown without VAT, and any local taxes, import duties or bank or currency conversion fees charged by your bank or payment provider are your responsibility. There are no shipping costs.
4.2 Prices depend on the country from which you access the Shop or which you select in the Shop; they can differ between countries because of taxes, local purchasing costs and our pricing. Prices are not set individually for you on the basis of automated analysis of your personal behaviour.
4.3 Price reductions. Where we announce a price reduction to customers in the European Union or the European Economic Area, the previous price we show is the lowest price we applied to that product in the 30 days before the reduction. In some cases (for example, a product sold for less than 30 days, or an immediate increase of the reduction) we may not show a previous price.
4.4 Payment is due when you place the order. You can pay with the methods offered in the checkout for your country and currency: payment card (Visa, Mastercard and others), Apple Pay and Google Pay, and local payment methods such as SEPA Direct Debit, Bancontact, iDEAL, EPS, Przelewy24, Alipay and WeChat Pay. Payments are processed by our payment service provider Stripe under its own terms; we do not receive your full card number. The checkout shows which methods are available for your order; some methods take several days to confirm (for example SEPA Direct Debit), and the Key is delivered only after confirmation. We do not offer payment on account, by bank transfer or cash on delivery.
4.5 Business customers may enter a valid EU VAT identification number in the checkout. If the number is validated, the reverse-charge rules apply and no VAT is charged where permitted by law; if we cannot validate it, the price includes VAT.
4.6 Vouchers and bonus points issued by us can be redeemed in the checkout under the conditions stated on the voucher or on the Bonus Programme page. Bonus points are credited after a completed order, have no cash value and cannot be paid out; if an order is refunded, reversed or withdrawn, the points earned on it are cancelled and points you redeemed on it are re-credited. A voucher is valid for the period stated on it, otherwise for three years from the end of the year in which it was issued. If you withdraw from or terminate a contract on which you redeemed a voucher, we refund the amount you actually paid and re-issue the voucher value.
5. Delivery of Keys
5.1 We deliver Keys electronically only: by e-mail to the address you entered and, if you have a customer account, in the "Library" of your account. There is no physical delivery.
5.2 We deliver the Key as soon as the payment provider confirms your payment – usually within a few minutes, and at the latest within 24 hours of payment confirmation, unless a longer period is stated on the product page. Payment methods that take several days to confirm (for example SEPA Direct Debit) delay delivery accordingly.
5.3 If you have not received the Key within 24 hours of payment, check your spam folder and your customer account, then contact us at contact@softflix.com with your order number. If we cannot deliver a Key within a further 48 hours after you have reminded us, you may cancel the order and we will refund the price without delay. Your statutory right to terminate the contract immediately where we have declared that we will not deliver, or where it is clear that we will not deliver, is not affected.
5.4 Delivery is complete when the Key is sent to your e-mail address or made available in your account. From that moment you are responsible for keeping the Key confidential. If a Key is reported as already redeemed, we will check it with our supplier; the statutory rules on the burden of proof (section 10.2) apply.
5.5 We do not deliver to countries in which the supply of our products is prohibited by sanctions law of the European Union, Germany or other applicable law; orders placed from such countries are refused (section 3.5).
6. Activating Keys; third-party platforms
6.1 A Key can be activated once, on one platform account, with the platform operator or publisher named on the product page. Activation requires a platform account (usually free), an internet connection and – for games and software – a device that meets the system requirements published by the publisher. The platform operator's terms of use apply to the activation and the use of the product; we are not a party to those terms.
6.2 Activation instructions for the most common platforms are shown on the product page ("How to activate") and in your customer account. If activation fails, do not use the Key on another account; contact us with your order number and, where available, a screenshot of the error message so that we can help you or check the Key with our supplier.
6.3 Gift cards and prepaid codes are redeemed with the issuer named on the product page, in the currency and for the country shown. The balance is governed by the issuer's terms; we do not provide the services bought with the balance.
7. Licence and permitted use
7.1 The Keys we sell are intended for personal use and for activation on your own platform account (or the account of the person you give the Key to as a gift). The content you activate is protected by copyright and is licensed to you by the publisher under the publisher's terms. We do not grant you any right to the content itself.
7.2 You must not use the Shop or Keys for fraud, money laundering, circumventing payment restrictions or in violation of the platform operator's terms. We may refuse to deal with customers who do so.
8. Customer account
8.1 You can order as a guest or with a customer account. The account is free of charge. You must give accurate data and keep your password confidential; you are responsible for activity under your account unless the misuse is not your fault. Tell us at once if you suspect that someone else is using your account.
8.2 Business accounts (for companies and public institutions) are activated after we have checked the registration; for this check we may ask for a document confirming the identity of the person who registers and the authority to represent the company.
8.3 You may close your account at any time by contacting us. Keys you have already bought remain yours: save them before closing the account, or ask us to send them to your e-mail address. We may suspend or close an account in case of fraud, misuse or breach of these Terms; your statutory rights regarding Keys you have already bought are not affected.
9. Right of withdrawal (consumers) and its loss on delivery of a Key
9.1 If you are a consumer, you have a statutory right to withdraw from the contract within 14 days without giving any reason. The full withdrawal instructions and the model withdrawal form are set out on our Withdrawal page, which you also receive by e-mail with the order confirmation.
9.2 Because Keys are digital content not supplied on a tangible medium and we deliver them immediately after payment, the law allows the right of withdrawal to expire when we start delivery, provided that you have expressly consented to delivery before the end of the withdrawal period, you have acknowledged that you thereby lose your right of withdrawal, and we have confirmed this to you on a durable medium. In the European Union, the European Economic Area and the United Kingdom you give this consent by ticking the box in the "Customer data" step of the checkout and cannot complete the order without it. The consent is confirmed in the order confirmation e-mail.
9.3 Your right to a refund for a Key that does not work (section 10) and your other statutory rights are not affected by the loss of the right of withdrawal.
10. Your rights if a Key does not work (conformity and complaints)
10.1 The statutory rights for digital content apply. A Key conforms to the contract if it matches the description on the product page and in the order confirmation, can be activated on the stated platform in the country selected in the Shop when you ordered (or within a regional restriction you expressly accepted before ordering), and gives access to the product as described by the publisher. A Key that is invalid, has already been used, or is revoked or blocked by the publisher or platform operator because of the way it was put into circulation (for example because it was originally obtained with a fraudulent payment) does not conform to the contract, and we are responsible for it. We are not responsible for changes to the product itself made by the publisher after activation (for example server shutdowns, changes to the game or the publisher's licence terms), nor for the technical requirements of your device.
10.2 If a Key does not conform, you are entitled, in this order, to have the Key brought into conformity (we deliver a working Key for the same product, free of charge and without undue delay) or, if that is impossible, disproportionate or unsuccessful, to a proportionate price reduction or to termination of the contract with a full refund; you may claim a price reduction or terminate immediately where the law allows this, in particular if the lack of conformity is so serious that this is justified or we have declared that we will not bring the Key into conformity. Claims for damages under the law are not affected. We are liable for any lack of conformity that exists at delivery and becomes apparent within two years of delivery; the statutory rules on the presumption that a defect existed at delivery and on limitation apply. If you are a consumer in the United Kingdom, your statutory rights under the Consumer Rights Act 2015 (including the right to repair or replacement, price reduction and the short-term right to reject) are unaffected by these Terms.
10.3 To make a complaint, use the "Complaints" section of your customer account (choose the order and the affected Key) or e-mail contact@softflix.com with your order number, the platform account on which activation was attempted and the exact error message or a screenshot. We may check the status of the Key with our supplier or the platform operator; please cooperate with this check. We respond to complaints within 14 days of receipt; consumers in Poland who do not receive a response within 14 days may treat the complaint as accepted.
10.4 We refund without undue delay and at the latest within 14 days after receiving your declaration of price reduction or termination (or after we have agreed to replace the Key by a refund), using the same payment method you used unless you expressly agree otherwise, and free of charge for you.
11. Liability
11.1 We are liable without limitation for intent and gross negligence, for injury to life, body or health, under the German Product Liability Act, where we have given a guarantee, and for fraudulently concealed defects.
11.2 In other cases of slight negligence we are liable only for the breach of material contractual obligations (obligations whose fulfilment is essential to the proper performance of the contract and on whose fulfilment you may rely), and then only for the foreseeable damage typical of this type of contract.
11.3 Nothing in these Terms limits or excludes any liability that cannot be limited or excluded under the law applicable to you, including the mandatory consumer law of your country of residence.
12. Applicable law and jurisdiction
12.1 These Terms and all contracts concluded through the Shop are governed by the law of the Federal Republic of Germany (German law), excluding the UN Convention on Contracts for the International Sale of Goods. If you are a consumer, this choice of law does not deprive you of the protection of the mandatory consumer protection rules of the country in which you have your habitual residence; you may always rely on those rules.
12.2 If you are a consumer, you may bring proceedings in the courts of your place of residence or in Germany; we may bring proceedings against you only in the courts of your place of residence. For business customers, the exclusive place of jurisdiction is Berlin.
13. Dispute resolution
13.1 If you are unhappy with our response to a complaint, write to contact@softflix.com and we will try to find a solution with you.
13.2 We are not obliged and not willing to take part in dispute resolution proceedings before a consumer arbitration board (§ 36 of the German Consumer Dispute Resolution Act, VSBG). The European Commission's online dispute resolution platform has been discontinued. Consumers in Poland may also contact the municipal or district consumer ombudsman (rzecznik konsumentów) or the Trade Inspection (Inspekcja Handlowa) for free assistance; consumers in other countries may contact their national consumer advice bodies, including the European Consumer Centres network.
14. Additional rules for business customers
14.1 Sections 9, 10.2 (second and third sentences), 10.3 (last sentence) and 12.2 (first sentence) do not apply to business customers. Business customers have no right of withdrawal.
14.2 Only our product description and the publisher's description define the characteristics of the product; other public statements by the publisher are not part of the contract. Business customers that are merchants must check Keys without delay after delivery and notify us of any defect without delay, at the latest within 7 days of discovering it; otherwise the Keys are deemed accepted. Claims of business customers for defects become time-barred one year after delivery; section 11.1 is not affected.
14.3 Business offers (separately marked prices for companies) may not be combined in one order with standard offers. Business customers may not resell Keys to consumers or on marketplaces unless we have agreed to this in writing.
15. Changes to these Terms; final provisions
15.1 We may change these Terms for the future, for example to reflect changes in the law, in our product range or in payment or delivery methods. The version in force at the time of your order applies to that order. The current version is always available on this page and shows its date.
15.2 If any provision of these Terms is or becomes invalid, the remaining provisions remain in force.
15.3 You can contact us at SOFTFLIX AG, Kurfürstendamm 14, 10719 Berlin, Germany, telephone +49 800 7777 199, e-mail contact@softflix.com.
Summary of pre-contractual information for consumers (Art. 246a EGBGB / Art. 6 Directive 2011/83/EU)
- Identity, address and contact details of the trader: see section 1.1 and the Legal Notice.
- Main characteristics of the digital content: on the product page (section 2).
- Total price including taxes: shown on the product page and in the checkout (section 4).
- Payment, delivery and performance: payment on order; electronic delivery usually within minutes and at the latest within 24 hours (sections 4 and 5).
- Delivery restrictions: sections 2.3 and 5.5.
- Contract languages and storage of the contract text: sections 1.4 and 3.4.
- Customer service and means of communication: sections 10.3 and 15.3.
- Complaint handling: section 10.3.
- Right of withdrawal, conditions, time limit, model form and its loss on delivery of digital content: section 9 and the Withdrawal page.
- Statutory conformity rights for digital content: section 10.
- Functionality, compatibility and interoperability of the digital content, including technical protection measures and regional restrictions: on the product page and section 2.3 and 6.
- Duration of the contract: one-off purchase; no subscription.
- Codes of conduct: we are not bound by any code of conduct.
- Out-of-court dispute resolution: section 13.