An unpaid order closes by itself. A paid order may be eligible for cancellation only before it is delivered, so contact support as soon as possible.
It depends on where the order is. A digital order has no cancel button, so a paid order is cancelled through support, and only before it is delivered.
01If you have not paid
You do not need to do anything. An order that is not paid within its payment window closes by itself.
02If you paid and the order is not delivered yet
Under the Refund Policy, an order for a digital product that has not yet been delivered may be eligible for cancellation. Cancellation is only possible before delivery or activation.
- 1Contact support as soon as possible after placing the order. Signed in: open the order under Orders and select Get help with this order. Otherwise use the support widget on the site or email [email protected].
- 2Give your order number and say that you want to cancel.
Support confirms whether the order can still be cancelled. Delivery is usually instant, so an order may already be delivered when your request is read.
03If the order is delivered
Once a product has been delivered, activated or redeemed, the order cannot be cancelled. Whether a refund is possible then depends on the product's conditions in the Refund Policy, for example when a code is invalid. See Understanding KryptoMate's Refund Policy.
04Flights and hotels
- Hotels: cancellation follows the property's cancellation policy, as displayed when you booked. On your order page, select Cancel booking. The screen shows the refund amount before you select Confirm cancellation. How the refund is returned follows the Refund Policy; ask support if you are unsure.
- Flights: cancellation follows the airline's fare rules, and cancellation fees may apply. There is no self-service cancel. Support makes the change for you. See How do I change or cancel a flight?.
- Shop orders: a physical order can be cancelled only before it ships. See Can I cancel or return a Shop order?.