Refunds and withdrawal

Your 14-day right of withdrawal

If you are a consumer in the EU you normally have 14 days to withdraw from an online purchase without giving a reason. That right applies to Zerio too — right up until we start delivering.

Why it usually ends at checkout

At checkout you tick a box asking us to unlock Zerio immediately, and confirming that you understand you lose your right of withdrawal once we do. The law allows that for digital content, and it is the only way we can give you access straight away instead of making you wait out the 14 days.

Tick the box and get access → the 14 days are gone. Do not tick it and you keep the full 14 days, but your access waits until they are over.

If you never ticked it, or your access was never actually unlocked, your right of withdrawal is intact and we refund you in full.

How to withdraw

Email [email protected] from the address on your account with your order reference and a line saying you are withdrawing from the purchase. You do not need a reason and you do not need a form. We confirm by email and refund within 14 days, using the same payment method you paid with where that is possible.

When we refund anyway

Beyond the legal minimum, we refund if:

• you were charged twice for the same order;
• you paid but access was never unlocked and we cannot fix it;
• the plan you received is not the plan you paid for and we cannot put it right;
• Zerio is discontinued while you still have unused time on a monthly plan.

When we do not

• You were banned from a Minecraft server. That is a risk you take, and it is stated plainly in our terms.
• You changed your mind after asking for immediate access.
• A feature you wanted is not in the product. Ask before buying — we will tell you honestly.
• Your access was ended because you broke the terms, for example by sharing it.
• You cannot run it because of your own hardware or setup, and you refused help fixing it.

Rejected payments

A paysafecard order that we reject is never charged: we do not redeem the card, and the balance stays yours. You will see the reason on your checkout page and in an email, and you are free to try again.

Chargebacks

Please talk to us before opening a dispute with your bank or PayPal. A chargeback closes your Zerio account and blocks future purchases, and almost everything people open one for is something we would simply have fixed.

Contact

Email [email protected] or reach us on Discord. We answer support within one working day.