Refund & Warranty Policy
🔒 ZenGuard™ — 30-Day Anti-Hackback Warranty
Every account bought from ZenVan Store is covered by a warranty for 30 days starting at handover — the same 30 days for every tier — for problem accounts under the conditions below. If the previous owner reclaims the account within that period, we refund you in full or replace it with an equivalent account. There are no change-of-mind returns, and nothing is shipped back.
Every account bought from ZenVan Store is covered by a warranty for 30 days starting at handover — the same 30 days for every tier — for problem accounts under the conditions below. If the previous owner reclaims the account within that period, we refund you in full or replace it with an equivalent account. There are no change-of-mind returns, and nothing is shipped back.
Disclaimer: The anti-hackback warranty runs for 30 days after account handover. Claims made after 30 days are handled case by case, outside the formal warranty.
1. Conditions We Approve Refunds For
- Hackback within 30 days: The account is reclaimed by the seller or previous owner within 30 days of handover.
- Account does not match its description: The skin/hero count, rank, or a key feature differs significantly from what the listing stated — not a misreading by the buyer.
- Account cannot be accessed: Login fails and the password provided does not work — not because of a change the buyer made.
- Account was banned before handover: The account was already permanently banned when the buyer received it.
2. Conditions We Do NOT Approve
- The buyer changed the password, email, or binding themselves and lost the new details.
- A ban caused by the buyer's own actions after handover.
- Buyer's remorse, with no technical reason.
- A refund requested after 30 days without evidence of hackback — outside the formal warranty period.
- The account was resold to someone else after purchase.
3. How to Request a Refund
- Contact support on Telegram within the 30-day warranty period after handover.
- Include evidence — screenshots or a screen recording — showing the problem.
- Warranty claims are reviewed within 24 hours of receiving the complete report and evidence.
- If approved, we refund in full or replace the account with an equivalent one. Refunds are sent within 3 working days of the claim being approved.
4. Refund Processing
Refunds are returned to the same payment method used for the purchase. Refunds are sent within 3 working days of the claim being approved. Warranty claims are free of charge.
5. Disputes & Mediation
If a dispute between the buyer and ZenVan Store cannot be resolved directly, both parties agree to seek an amicable settlement before pursuing legal action.
6. Claim Contact
Submit a refund claim on Telegram at @zenvanstoree quoting your transaction code.
7. Governing Language
This policy is written in Indonesian. Translations are provided for convenience. If the Indonesian version and a translation differ in meaning, the Indonesian version prevails.