Virtual Currency & Refund Policy

This Virtual Currency & Refund Policy (the "Policy") sets out the terms of sale for virtual currency in Zaos and explains when refunds are available. It is provided by Zaos Entertainment S.A ("we", "us", "our") and forms part of our Terms of Service. Terms defined in the Terms of Service have the same meaning here. If you are a consumer, nothing in this Policy affects the rights that the mandatory law of your country gives you.

At a glance (a plain-language summary, not a substitute for the full Policy below)

• Zens are bought with real money and spent in the item shop on cosmetic and convenience items. Wands are earned in play and are never sold.
• When you buy Zens, you receive a licence to use them in the game. They are not property and have no cash value.
• Zens are delivered immediately. At checkout you ask for immediate delivery and accept that you lose the 14-day right of withdrawal.
• Delivered purchases are not refunded, except for billing errors, duplicate charges, non-delivery or where the law requires a refund.
• A chargeback or payment dispute can lead to the account being suspended and the Zens being removed. Please contact support first.
• Anyone under 18 needs a parent's or guardian's permission to buy Zens.

1. Zens and Wands

1.1 Zens

Zens are the premium virtual currency of Zaos. You buy them with real money and spend them in the item shop on cosmetic and convenience items.

1.2 Wands

Wands are an event currency that you can only earn by playing. Wands are never sold for real money and cannot be bought with Zens. Items that affect character power are obtained with Wands earned in play, not with Zens.

1.3 Nature of virtual currency

Zens, Wands and every item obtained with them are Virtual Items under our Terms of Service. They are a limited, personal, non-transferable and revocable licence to use them within the Service, not property. They have no cash value, cannot be exchanged for real money or anything else of value and cannot be sold, transferred or traded outside the Service. Your balance is not a deposit, electronic money or stored value.

2. What you buy

When you buy Zens, you buy a licence to the stated number of Zens, which we credit to your Zaos account. The Zens can only be used by that account, within the Service, in accordance with our Terms of Service. We keep a record of every purchase and Zens movement in your account. You can see your balance in the Service.

3. Prices and taxes

The price of each Zens package is shown before you confirm your order and, at checkout, includes the taxes that apply to your purchase, such as VAT, where required. Your bank or payment provider may charge its own fees, for example for currency conversion. We may change prices and packages at any time; a change does not affect an order you have already confirmed.

4. Payment

Payments are processed by Stripe, our payment provider. Depending on your country, Stripe may offer cards, PayPal and local European payment methods. Stripe processes your payment details; we never see or store your full card number. We keep only what we need to manage your purchase, such as the card brand, last four digits, amount, status and receipt, as described in our Privacy Policy.

By paying, you confirm that you are authorised to use the payment method and, if you are under 18, that your parent or legal guardian has given you permission. We may decline an order if we reasonably suspect fraud or misuse of a payment method. We send a receipt to the email address registered to your account.

5. Immediate delivery and your right of withdrawal

5.1 Immediate delivery

Zens are digital content that is not supplied on a physical medium. They are delivered to your account immediately after your payment is confirmed, normally within a few minutes.

5.2 Your express request and acknowledgement

If you are a consumer in the European Union or the United Kingdom, you would normally have a 14-day right to withdraw from an online purchase. For digital content, that right ends once delivery begins, if you have agreed to it. At checkout, before you pay, we therefore ask you to confirm that:

• you expressly request that we deliver the Zens immediately, before the 14-day withdrawal period ends; and
• you acknowledge that you lose your right of withdrawal once delivery begins.

You cannot complete the purchase without giving this request and acknowledgement. We record them with your purchase and confirm the purchase in your receipt.

5.3 If you did not give the request and acknowledgement

If, for any reason, a consumer in the European Union or the United Kingdom bought Zens without giving the request and acknowledgement described in section 5.2, or we did not confirm them, the right of withdrawal applies as the law provides. You may then withdraw within 14 days of the purchase by telling support, as described in section 7, that you wish to withdraw. We will refund the payment to the same payment method within the period required by law and remove the Zens from your account.

5.4 Consumers elsewhere

If you live outside the European Union and the United Kingdom, any right of withdrawal or cancellation given to you by the mandatory law of your country applies in addition to this Policy.

6. Refunds

6.1 No refunds once delivered

Once Zens have been delivered to your account, the purchase is final and is not refunded, whether or not you have spent the Zens, except in the cases listed in section 6.2. Zens that you have spent on items are not refunded, and items bought with Zens cannot be exchanged back into Zens, except where we decide otherwise as a courtesy or the law requires.

6.2 Exceptions

We will refund a purchase, or correct it in another way you agree to, in the following cases:

Refunds are paid to the original payment method through Stripe; timing depends on your bank. When we refund a purchase, we remove the corresponding Zens from your account; if some of them have already been spent, we may deduct their value from the refund, where the law allows.

6.3 Faulty items and service issues

If an item bought with Zens does not work as described, contact support. We will fix or replace it or, where we cannot, restore the Zens spent or provide the remedy the law requires.

7. How to request a refund

To request a refund or report a problem with a purchase:

1. Open a ticket in the support system at https://zaos.global/account/support, signed in to the account that made the purchase.
2. Include the receipt or the transaction reference from your purchase email, the date and amount, and a short description of the problem.
3. Contact us within a reasonable time after you notice the problem, and in any case as soon as possible for billing errors and duplicate charges, so that we can check the transaction with our payment provider.

We may ask for information confirming that you are the account owner and payment method holder. We will reply within a reasonable time with our decision and, if a refund is granted, how it will be paid.

8. Chargebacks and payment disputes

If you have a problem with a purchase, please contact support first.

If you or the holder of the payment method starts a chargeback, payment reversal or dispute with a bank, card issuer or payment provider, we may:

• temporarily suspend the account that made the purchase while the dispute is open;
• remove or reverse the Zens credited by the disputed payment and, where those Zens have been spent, remove the items obtained with them; and
• where we reasonably believe the dispute was raised fraudulently or in bad faith, take further measures under our Terms of Service and Code of Conduct.

To resolve the matter, contact support. If the dispute was a mistake, you can withdraw it with your bank or settle the amount with us; once it is closed in our favour or settled, we lift the suspension based on it. If the dispute is decided in your favour, the Zens from that payment remain reversed. This section does not limit your rights under the law or the rules of your payment provider.

9. Minors and parents

Players under 18 may only buy Zens with the permission of their parent or legal guardian and using a payment method the parent or guardian has authorised. Parents and guardians are responsible for the payment methods they make available to a minor and for supervising the minor's purchases.

If a minor made a purchase without permission, the parent or legal guardian should contact support as described in section 7, giving the account name, the receipt and an explanation. We handle these requests case by case, taking into account the circumstances and the law that applies. Where we grant a refund, we remove the Zens and, where needed, the items obtained with them.

10. Gifts, promotions and rewards

We may give Zens, Wands or items as a gift, reward, compensation or promotion. These are free of charge, may have conditions we tell you at the time (for example an expiry date or a limit per account) and are not refundable or exchangeable for money. We may withdraw a promotion, or remove promotional Zens or items obtained by abuse, error or a breach of the promotion's conditions or our Terms of Service.

11. Account bans and unused currency

If your account is suspended or permanently banned for breaking our Terms of Service or Code of Conduct, you lose access to the Zens, Wands and items in that account for the duration of the measure or permanently. Unused Zens in an account that is permanently banned for a breach of the rules are forfeited and are not refunded, except where the law requires otherwise. If an appeal succeeds and the measure is lifted, the Zens and items are restored with the account.

If you close your own account, unused Zens, Wands and items are lost and not refunded, except where the law requires otherwise.

12. Changes to the Service and closure

Because Zaos is a live game, the items available in the item shop and their prices may change over time, as described in our Terms of Service.

If we decide to close the Service entirely, we will give you reasonable advance notice through the website and the game, and we will stop selling Zens when we announce the closure. Unused Zens bought with real money will be handled as the law that applies to you requires, and we will explain in the closure notice what that means for you and how to make any request.

13. Changes to this Policy

We may update this Policy as described in our Terms of Service. The version in force when you made a purchase governs it, unless a later version is more favourable to you.

14. Contact

For questions about purchases, Zens or refunds, please contact player support at https://zaos.global/account/support (also available in the game). For legal matters, write to legal@zaos.global or to Zaos Entertainment S.A, 50th Street and Corner of Elvira, Tower Financial Center, 35th Floor, Suite L, Panama City, Panama.