Refund Policy
Effective Date: April 2026
Last Updated: April 2026
1. Introduction
Z22U is committed to creating a safe and trustworthy marketplace for all users. This Refund Policy explains when and how buyers can request refunds, what protections are available, and how disputes are resolved.
Z22U is operated by Z2LIVE, INC., a company incorporated in Washington State, USA, with principal offices at 1601 2nd Avenue, Suite 800, Seattle, WA 98101, United States.
This Refund Policy is part of our Terms of Service. By making a purchase on Z22U, you agree to the terms outlined in this policy.
2. Buyer Protection Guarantee
Every purchase on Z22U is covered by our Buyer Protection Guarantee. We hold your payment securely until you confirm successful delivery.
What Buyer Protection Includes
Secure escrow payment holding until delivery confirmation.
Full refund if product is not delivered.
Full refund if product is not as described.
Full refund if product is non-functional upon delivery.
Full refund if access is revoked within the protection period.
24/7 support for transaction issues.
Fair and impartial dispute resolution.
How Escrow Protection Works
When you make a purchase, your payment is held securely by Z22U.
The seller is notified and delivers the product.
You verify the product and confirm delivery.
Only after your confirmation are funds released to the seller.
If something goes wrong, you can open a dispute before confirming delivery.
3. Standard Refund Protection
All purchases on Z22U include standard refund protection.
Protection Period
The standard protection period begins at the time of purchase and continues until you confirm delivery plus a verification window.
During this period, you may open a dispute if there are issues with your order.
What Is Covered
Product not delivered within the stated delivery timeframe.
Product does not match the listing description.
Product credentials are invalid or incorrect.
Product is inaccessible or non-functional.
Seller becomes unresponsive after purchase.
Buyer Responsibilities
Verify product descriptions before purchase.
Test and verify the product promptly upon delivery.
Report issues and open disputes within the protection period.
Communicate with sellers through the Z22U platform.
Provide evidence and documentation to support dispute claims.
4. Extended Refund Protection (Up to 7 Days)
Certain product categories are eligible for extended refund protection of up to 7 days after delivery confirmation.
Eligible Categories
Gaming accounts including Fortnite, Valorant, Genshin Impact, League of Legends, and other game accounts.
Software subscriptions including productivity tools, creative software, and professional applications.
AI premium accounts including ChatGPT Plus, Claude Pro, Runway, Cursor AI, Midjourney, ElevenLabs, and similar AI tools.
SEO tool accounts including Semrush, Ahrefs, Moz Pro, Surfer SEO, Jasper AI, and similar marketing tools.
Streaming service accounts including Netflix, Spotify, Disney+, HBO Max, and similar entertainment subscriptions.
Social media accounts including Instagram, TikTok, YouTube, Facebook, Twitter, and LinkedIn accounts.
Other categories as designated by Z22U.
What Extended Protection Covers
Product becomes inaccessible within 7 days of delivery.
Access is revoked by the original service provider within 7 days.
Product credentials stop working within 7 days.
Account is suspended or banned within 7 days due to pre-existing issues not caused by the buyer.
Product functionality significantly degrades within 7 days.
Extended Protection Limitations
Extended protection does not cover issues caused by buyer actions or misuse.
Extended protection does not cover violations of third-party terms of service by the buyer.
Extended protection does not cover normal service interruptions by third-party providers.
Extended protection begins from delivery confirmation date.
5. Refund Eligibility
Refunds are granted when specific conditions are met.
Eligible for Full Refund
Product not delivered: Seller fails to deliver the product within the stated timeframe or becomes unresponsive.
Product not as described: Product does not match the listing description, is missing features, or is a different version than listed.
Product non-functional: Product does not work as described, credentials are invalid, or access cannot be obtained.
Access revoked: Access to the product is revoked within the protection period due to issues not caused by the buyer.
Seller unresponsive: Seller fails to respond to buyer inquiries within 48 hours during an active dispute.
Eligible for Partial Refund
Product partially delivered or partially functional.
Some features work as described but others do not.
Mutual agreement between buyer and seller for partial resolution.
Not Eligible for Refund
Change of mind: Buyer decides they no longer want the product after confirmed delivery.
Buyer inaction: Buyer fails to verify the product within the protection period or fails to respond during the dispute process.
Buyer-caused issues: Problems resulting from buyer’s actions, misuse, or violation of third-party terms of service.
Late request: Refund request made after the protection period has expired.
Retention attempt: Buyer attempts to keep the product while also requesting a refund.
Incorrect information: Buyer provided incorrect delivery information causing failed delivery.
Third-party actions: Issues caused by third-party service providers after the protection period, unless covered by extended protection.
6. Refund Process
Follow these steps to request a refund.
Step 1: Open a Dispute
Log into your Z22U account.
Navigate to your order history or dashboard.
Find the order in question and select it.
Click the “Open Dispute” or “Report Problem” button.
Select the reason for your dispute from the available options.
Provide a detailed description of the issue.
Upload supporting evidence such as screenshots, error messages, or communication records.
Submit the dispute.
Step 2: Seller Response Period
The seller is notified immediately of the dispute.
The seller has 48 hours to respond.
The seller may resolve the issue directly by providing a replacement or fix.
The seller may provide their evidence and response to the claim.
If the seller does not respond within 48 hours, the dispute automatically proceeds to Z22U review.
Step 3: Z22U Review
Our support team receives the dispute and all submitted evidence.
We review evidence from both the buyer and seller.
We may request additional information or clarification from either party.
We evaluate the case based on platform policies, evidence, and transaction records.
Step 4: Resolution Decision
Z22U makes a final determination based on the evidence and policies.
Both parties are notified of the decision via email and platform notification.
The decision includes an explanation of the reasoning.
Step 5: Refund Processing
If the refund is approved, funds are returned to your original payment method.
Refunds are processed within 5 to 7 business days after approval.
You will receive confirmation when the refund is initiated.
Depending on your payment provider, it may take additional time for funds to appear in your account.
7. Refund Methods and Timing
Refunds are issued to the original payment method used for the purchase.
Credit and Debit Cards
Refunds are processed within 5 to 7 business days.
Funds typically appear on your statement within 5 to 10 business days after processing.
The exact timing depends on your card issuer.
PayPal
Refunds are processed within 3 to 5 business days.
Funds appear in your PayPal balance once processed.
Cryptocurrency
Cryptocurrency refunds are issued in equivalent USD value at current market rates at the time of refund processing.
Refunds may be issued to your original wallet address or as Z22U account credit.
Processing time is 5 to 7 business days.
Z22U Account Credit
In some cases, refunds may be issued as Z22U account credit.
Account credit can be used for future purchases on Z22U.
Account credit does not expire.
You may request conversion to original payment method where possible.
Partial Refunds
Partial refund amounts are determined based on the portion of the product that was not delivered or functional.
Partial refunds follow the same processing timeline as full refunds.
8. Dispute Resolution Timeline
The following timeline applies to dispute resolution.
|Stage |Timeframe |
|------------------------------|-----------------------------------------|
|Dispute Submission |Within protection period |
|Seller Response |48 hours |
|Z22U Initial Review |1 to 3 business days |
|Additional Information Request|24 to 48 hours for response |
|Final Decision |3 to 5 business days from dispute opening|
|Refund Processing |5 to 7 business days after approval |
Total Estimated Timeline
Simple cases with clear evidence: 3 to 5 business days.
Complex cases requiring investigation: 7 to 14 business days.
Cases requiring additional information: Add 2 to 3 business days per request.
9. Evidence and Documentation
Strong evidence improves the likelihood of a successful dispute.
Recommended Evidence
Screenshots showing the issue, error messages, or non-functional product.
Screenshots of the original listing for comparison.
Communication records between you and the seller.
Delivery confirmation or lack thereof.
Login attempt records or access denial messages.
Any other relevant documentation.
Evidence Best Practices
Capture screenshots immediately when issues occur.
Include timestamps in screenshots where possible.
Save all communication with the seller.
Document your attempts to resolve the issue.
Provide clear, organized evidence with explanations.
Evidence Requirements
Evidence must be authentic and unaltered.
Evidence must be relevant to the dispute.
Fabricated or manipulated evidence will result in dispute denial and potential account action.
10. Seller Refund Obligations
Sellers on Z22U have specific obligations regarding refunds.
Seller Responsibilities
Deliver products as described in listings.
Respond to buyer inquiries within 24 hours.
Respond to disputes within 48 hours.
Provide evidence and documentation during disputes.
Accept Z22U’s final dispute decisions.
Honor legitimate refund requests.
Refund Deductions
When refunds are approved, funds are deducted from the seller’s Z22U balance.
If the seller’s balance is insufficient, funds may be deducted from future earnings.
Sellers with frequent refunds may face account review or restrictions.
Seller Standing Impact
Refund rates affect seller standing and trust scores.
High refund rates may result in reduced visibility, extended payment holds, account review, or suspension.
Sellers are encouraged to accurately describe products and communicate proactively with buyers.
11. Abuse Prevention
Z22U actively monitors for refund abuse to protect the marketplace.
Buyer Abuse Examples
Filing repeated refund requests without valid reasons.
Attempting to retain products while requesting refunds.
Filing false or fraudulent disputes.
Coordinating abuse with other accounts.
Exploiting the refund system for free products.
Filing chargebacks after receiving refunds.
Seller Abuse Examples
Repeatedly failing to deliver products.
Providing products significantly different from listings.
Ignoring buyer communications and disputes.
Creating misleading listings to attract purchases.
Consequences of Abuse
Warning and required corrective action.
Loss of buyer protection privileges.
Account suspension or termination.
Forfeiture of account balance.
Legal action in serious cases.
Z22U reserves the right to deny refunds and take account action when abuse is detected.
12. Chargebacks
A chargeback occurs when a buyer disputes a charge directly with their payment provider instead of using Z22U’s dispute process.
Chargeback Policy
Buyers should use Z22U’s dispute process before initiating chargebacks.
Chargebacks filed while Z22U’s dispute process is ongoing may be contested.
Chargebacks filed after receiving a refund from Z22U constitute abuse.
Chargeback Consequences
Accounts involved in chargebacks may be suspended pending investigation.
Fraudulent chargebacks may result in permanent account termination.
Z22U may provide transaction evidence to payment providers during chargeback disputes.
Legitimate Chargebacks
If Z22U’s dispute process fails to resolve a legitimate issue, chargebacks may be appropriate.
We encourage buyers to exhaust our dispute process first for faster resolution.
13. Appeals
In limited circumstances, dispute decisions may be appealed.
When Appeals Are Available
New evidence becomes available that was not considered in the original decision.
Procedural errors occurred during the dispute process.
The decision appears to contradict stated policies.
How to Appeal
Submit appeal requests to disputes@z22u.com within 14 days of the original decision.
Include your order number and dispute reference.
Clearly explain the grounds for your appeal.
Provide any new evidence not previously submitted.
Appeal Review
Appeals are reviewed by a senior support team member.
Appeal decisions are typically provided within 7 business days.
Z22U’s decision on appeals is final.
Appeal Limitations
Appeals based solely on disagreement with the decision without new evidence or grounds will not be considered.
Each dispute may only be appealed once.
14. Special Circumstances
Certain situations may require special handling.
Seller Account Closure
If a seller’s account is closed before delivery, buyers receive automatic refunds.
Pending transactions are cancelled and funds returned.
Platform Issues
If Z22U platform issues cause transaction problems, affected buyers are automatically protected.
We will communicate proactively about any platform-wide issues.
Payment Provider Issues
Issues with third-party payment providers may affect refund timing.
We work with payment providers to resolve issues promptly.
Force Majeure
Extraordinary circumstances beyond reasonable control may affect normal operations.
We will communicate any impacts to refund processing during such events.
15. Contact and Support
For refund questions or to escalate a dispute, contact us.
Buyer Support
Email: support@z22u.com
Response time: Within 24 hours
Dispute Escalation
Email: disputes@z22u.com
Use for escalating unresolved disputes or filing appeals.
General Inquiries
Website: z22u.com/contact
Help Center: z22u.com/faq
Support Hours
Our support team is available 24/7 for urgent transaction issues.
Standard inquiries are handled during business hours, Monday through Friday.
16. Policy Updates
Z22U may update this Refund Policy from time to time.
Notification of Changes
Material changes will be communicated via email and platform notification.
Changes will be posted on this page with an updated effective date.
Effective Date
Changes take effect 30 days after notification unless otherwise specified.
Transactions made before the effective date are governed by the policy in effect at the time of purchase.
Review
We encourage users to review this policy periodically.
Summary of Refund Policy
|Situation |Refund Eligibility|Protection Period|
|----------------------------------------------|------------------|-----------------|
|Product not delivered |Full refund |Standard |
|Product not as described |Full refund |Standard |
|Product non-functional |Full refund |Standard |
|Seller unresponsive |Full refund |Standard |
|Access revoked (extended categories) |Full refund |Up to 7 days |
|Credentials stop working (extended categories)|Full refund |Up to 7 days |
|Buyer changes mind |Not eligible |N/A |
|Request after protection period |Not eligible |N/A |
|Issues caused by buyer |Not eligible |N/A |
Key Fees and Timelines
|Item |Details |
|----------------------------|------------------------------------|
|Seller Withdrawal Fee |6% of withdrawal amount |
|Safe Payment Fee |2% per transaction |
|Standard Payment Hold |3 to 8 days |
|Eco Payment System Hold |24 hours after buyer confirmation |
|Seller Dispute Response Time|48 hours |
|Refund Processing Time |5 to 7 business days |
|Extended Protection Period |Up to 7 days for eligible categories
