Game-session Coin reversals
A game-session Coin debit may be automatically reversed when our records confirm that the session could not be meaningfully supplied because of a ZERAVO technical failure.
Examples may include:
- the active game bundle or required assets failed to load;
- the backend created a session but the game could not enter a playable state;
- the server became unavailable before meaningful gameplay began;
- a validator defect rejected a legitimate completed run;
- a duplicate request caused an unintended duplicate debit.
Closing the page, losing connectivity, using an unsupported device, intentionally abandoning a run or performing poorly does not normally qualify for a session refund.
Coin package purchases
If Coins were not delivered after a successful charge, contact us and we will investigate the provider record and Coin ledger. We will either deliver the purchased amount or refund the charge where appropriate.
We will also investigate duplicate charges, an incorrect package, a charge made after checkout cancellation or a confirmed unauthorized purchase.
Once purchased Coins have been used to start game sessions, the consumed portion is normally non-refundable unless the service was defective or applicable law requires a different remedy.
Withdrawal rights for digital supply
Consumers in some regions have a cooling-off or withdrawal right for distance purchases. Digital content and digital services can be subject to special rules when supply begins immediately.
Before checkout, ZERAVO asks you to request immediate delivery of Coins and acknowledge that beginning digital supply may affect or end the withdrawal right where permitted by law. We keep a record of that confirmation with the order.
What is not normally refundable
- Coins already consumed in successfully supplied game sessions;
- unused promotional Coins that were provided free of charge;
- XP or digital items, because they are not purchased for money;
- dissatisfaction with a valid score, leaderboard position or XP result;
- loss caused by account sharing, prohibited tools or violation of the Terms;
- price changes, later promotions or a larger bonus offered after your purchase;
- a purchase completed with accurate package and price information that you simply no longer want, except where a mandatory withdrawal right applies.
How to request a refund
Email [email protected] with the subject “Refund Request” and include:
- the email associated with your ZERAVO account;
- the order or payment reference;
- the purchase date and package;
- a clear description of the problem;
- screenshots only where they help explain the issue.
Never send your Google password, full card number or card security code.
Review and timing
We aim to acknowledge payment and refund requests within two business days. Complex provider, fraud or account investigations may take longer. We may request additional information reasonably needed to confirm the account, order or authorization.
If a refund is approved, it is normally returned to the original payment method. The time for funds to appear depends on the payment provider and bank.
Effect of a refund or chargeback
When a Coin purchase is refunded, reversed or charged back, the corresponding unused Coins are removed from the account. If some or all Coins have already been used, we may restrict the account while the balance and dispute are reviewed.
Submitting false claims, using Coins and then intentionally disputing the payment, or repeatedly abusing refund systems may result in account restriction and evidence being provided to the payment provider.
Payment-provider disputes
You retain the right to contact your bank or payment provider. We ask that you contact ZERAVO first where the issue can be corrected through account records, delivery or a refund. This request does not prevent the exercise of lawful chargeback or consumer rights.
Contact
Refund and billing questions: [email protected].