Refund policy

This policy explains when you get your money back on ZennShop, how, and where it goes. It is part of our Terms of Service.

When you get a full refund

You get back everything you paid for the order, service fee included, in these cases:

• The seller did not mark the order delivered before the delivery timer ended, and you cancel the order. The refund is immediate.
• You opened an appeal and ZennShop decided it in your favour (for example: not delivered, wrong or incomplete item, or an account that did not work).
• A game account you bought was taken back or banned because of the seller during the holding period, and ZennShop confirmed it.

Where refunds go

Refunds go to your ZennShop wallet as available balance, in pesos. You can use it for your next order or withdraw it to your own GCash, Maya, GoTyme or MariBank account (see Withdrawals in the Terms of Service).

Orders paid in USDT are refunded in pesos to your wallet, using the exchange rate saved with the order.

Orders that were never paid

If an order is cancelled or its payment time runs out before you pay, nothing is charged. If you used wallet balance for part of it, that part goes back to your wallet automatically.

Payments that do not match an order

If you sent the wrong amount, sent after the order ended, or sent on the wrong network, contact us with your receipt. After we confirm that the money arrived in our account, we return it to your wallet or to the account you paid from. Crypto sent on a network or coin we do not support may not be recoverable.

When there is no refund

• After you confirm that you received your order (or the confirmation time passes without an appeal), the order is complete. Problems found later are handled only if they are covered here or by an appeal decided in your favour during the holding period.
• Changing your mind after the seller delivered what was described.
• Losses caused by your own actions after delivery, for example breaking the game's rules, sharing the account, or changing settings that lock you out.
• Bans or rollbacks by the game company that are not caused by the seller.

How to ask for a refund

Use Cancel and refund on the order page when the delivery time has passed, or Open an appeal on the order page. Keep all communication in the order chat: ZennShop decides from the chat, the order record and the proof both sides add there.