Buyer Protection

Refund Policy

When and how refunds work on Z2Market. We use escrow to protect both buyers and sellers.

1. Escrow Protection

Z2Market uses an escrow system to protect all transactions:

  • When a buyer places an order, payment is held securely in escrow — the seller does not receive the funds immediately.
  • The buyer has a window to review the delivered goods and confirm that everything matches the listing description.
  • Once the buyer confirms delivery, funds are released to the seller.
  • If there is a problem, the buyer can open a dispute before confirming delivery.

Important: Never confirm delivery until you have fully verified that the digital goods or services match what was described in the listing. Once you confirm, the escrow is released.

2. When Refunds Apply

You may be eligible for a refund in the following situations:

  • Non-delivery: The seller fails to deliver the digital goods or services within the agreed timeframe.
  • Item not as described: The delivered item does not match the listing description (e.g. wrong account level, missing features, incorrect credentials).
  • Order cancellation: The order is cancelled by mutual agreement between buyer and seller, or cancelled by Z2Market under our rules.
  • Dispute resolved in buyer's favour: Our support team reviews the dispute and determines the buyer is entitled to a refund.
  • Seller account suspension: If a seller's account is suspended for policy violations, pending orders may be refunded.

Refunds are not guaranteed for issues outside our control, including:

  • Buyer's misuse, modification, or loss of an account after delivery has been confirmed.
  • Issues arising from the buyer's failure to follow the seller's delivery instructions.
  • Changes made by third-party services (e.g. a game publisher banning an account for reasons unrelated to the sale).

3. How to Request a Refund

If you believe you are entitled to a refund, follow these steps:

  • Do not confirm delivery if you have not received the item or if it does not match the description.
  • Go to your Orders page and open the specific order.
  • Click "Open Dispute" and provide a clear description of the issue, along with any supporting evidence (screenshots, recordings, etc.).
  • Our support team will review the case. We may ask for additional proof from both the buyer and seller.
  • You will be notified of the outcome via email and on-site notification.

The more evidence you provide when opening a dispute, the faster we can resolve it. Include screenshots, chat logs, or any relevant details that support your claim.

4. Refund Methods

When a refund is approved, it is processed using one of the following methods:

  • Original payment method: Refunds are typically returned to the same payment method used for the purchase (credit card, PayPal, cryptocurrency, etc.).
  • Z2Market wallet credit: In some cases, refunds may be issued as site credit to your Z2Market wallet, which can be used for future purchases.
  • Partial refunds: If only part of the order is affected, a partial refund may be issued proportional to the issue.

The refund method may depend on the payment processor's policies and the specifics of the transaction.

5. Dispute Resolution Process

All disputes are handled through Z2Market's built-in dispute system:

  • Both the buyer and seller can submit evidence and communicate through the dispute thread.
  • Our support team reviews all evidence and may request additional information.
  • A decision is made based on our Terms of Service, the listing details, and the evidence provided.
  • Refunds (full or partial) are issued according to the decision.

Our dispute resolution is final for the purposes of using the platform. We aim to be fair and transparent in all decisions.

6. Timelines

  • Dispute review: We aim to review and resolve disputes within 24-72 hours, though complex cases may take longer.
  • Refund processing: Once approved, refunds are initiated immediately. The actual return of funds depends on your payment provider and may take 3-10 business days.
  • Wallet credits: Site credit refunds are applied instantly to your Z2Market wallet.
  • Dispute window: Buyers should report issues as soon as possible. Disputes raised significantly after delivery may be harder to resolve.

7. Fraud Prevention

Z2Market takes refund fraud seriously. The following actions may result in account suspension or permanent ban:

  • Filing false or fraudulent disputes to obtain free goods.
  • Claiming non-delivery when delivery has been confirmed and verified.
  • Using chargebacks to reverse legitimate transactions after receiving goods.
  • Colluding with other users to exploit the refund system.

We monitor dispute patterns and reserve the right to restrict refund eligibility for accounts with a history of abuse.

8. Contact Us

If you have questions about our refund policy or need help with a specific order:

Last updated: March 2026