Refund & Warranty Policy
🔒 ZenGuard™ — 30-Day Anti-Hackback Warranty
Every account bought from ZenVan Store is covered by a 30-day anti-hackback warranty starting at handover — the same 30 days for every tier. If the previous owner reclaims the account within that period, we refund you in full or replace it with an equivalent account.
Every account bought from ZenVan Store is covered by a 30-day anti-hackback warranty starting at handover — the same 30 days for every tier. If the previous owner reclaims the account within that period, we refund you in full or replace it with an equivalent account.
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 WhatsApp within the 30-day warranty period after handover.
- Include evidence — screenshots or a screen recording — showing the problem.
- Support verifies the claim within 1–3 working hours.
- If approved, the refund is processed back to the original payment method within 24 hours.
4. Refund Processing
Refunds are returned to the same payment method used for the purchase:
- Bank transfer: 1–2 working days
- QRIS / e-wallet: under 24 hours
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 WhatsApp at +62 831-9644-0619 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.