Refund & Cancellation Policy

Quick answer

Nothing here limits a refund, cancellation or other remedy that applicable consumer law requires.

Cancel before fulfilment starts

Request cancellation immediately in the order chat or through a support ticket. If ZOXERO has not started fulfilment, ZOXERO can normally cancel the order and return the amount collected. Once a digital top-up has been submitted or delivered, it may be technically impossible to reverse.

Refund-eligible situations

• ZOXERO cannot supply the purchased pack or cancels the order.
• The same ZOXERO order is charged more than once and only one fulfilment is received.
• ZOXERO confirms that the top-up was not delivered after investigating the game/provider record.
• ZOXERO delivers the wrong pack, amount, platform or region despite the customer providing and confirming correct information.
• A verified technical failure attributable to ZOXERO makes the purchased product unusable and ZOXERO cannot correct it.
• An unauthorized payment is confirmed through ZOXERO's and the payment provider's investigation.

Situations not normally refundable

• A correct top-up was successfully delivered and the customer changed their mind.
• The customer supplied the wrong player ID, server, region or platform and ZOXERO had already started fulfilment using those confirmed details.
• A game publisher later suspends an account, changes prices, removes content or applies its own rules unrelated to a ZOXERO fulfilment error.
• The buyer did not follow clearly disclosed redemption or delivery instructions.
• A promotion, exchange rate or price changed after the order was placed.
• The issue is caused by a third-party device, network, game outage or account restriction that ZOXERO did not cause.

How to request a review

1. Open the orderUse the order chat so the request stays linked to the transaction.
2. Describe the problemInclude the order ID, what you expected, what happened and the time of the issue.
3. Add safe evidenceAttach relevant screenshots or transaction history. Hide passwords, full card data and one-time codes.
4. Keep the order availableZOXERO will compare payment, chat, provider and delivery records and update the case in the ticket or order.

Refund method and timing

Approved refunds are sent to the original payment method unless law or the payment provider requires another method. ZOXERO can issue a full or partial refund depending on the part that could not be fulfilled. After ZOXERO submits a refund, the card network, payment provider and your bank control when it appears on the account.

Payment disputes

Please contact ZOXERO first when practical so the team can investigate delivery records quickly. Opening a payment dispute does not create a second refund entitlement, and duplicate recovery attempts may be treated as abuse. This request to contact support first does not waive any mandatory chargeback or consumer right.