We stand behind every product we sell. This Refund Policy explains when refunds are issued and how to request one. By placing an order, you accept this Policy as part of our Terms of Service.
1. When you are eligible for a refund
- Loader fails to launch on a supported configuration — if the loader crashes on first run and our support team confirms your system meets the published requirements, you receive a full refund within 24 hours of purchase.
- Service marked "DOWN" before launch — if a product is detected (status DOWN) before you ever activated the key, request a full refund within 24 hours.
- Duplicate accidental purchase — if you bought the same product twice within the same hour and didn't activate the second key, we refund the duplicate.
2. When you are NOT eligible
- The license key has been activated or the loader successfully ran on your machine, regardless of subsequent gameplay outcome.
- Your account or HWID was banned by the game publisher (this risk is disclosed at checkout).
- Your hardware is below the minimum specs published on the product page.
- You shared the license key with a third party, in violation of our Terms.
- The request is made more than 24 hours after purchase.
- You used a fraudulent payment instrument.
3. How to request a refund
- Email [email protected] or open a Discord support ticket.
- Provide your order number (format
ZHX-YY-NNNNNN) and a brief description of the issue. - If the loader fails to launch, attach a screenshot or a short screen recording — this speeds up review.
- We reply within 24 hours and, where eligible, refund within 3 business days.
4. How refunds are issued
By default, refunds return to the original payment method:
- Card — refund posts to the card used; bank settlement typically 3–7 business days.
- Crypto — refunded as fiat-equivalent to the source wallet at the time of refund.
On request, we can alternatively credit the refund amount to your ZhexCheats account balance, available immediately for future orders. Loyalty tier progress earned by the refunded order is reversed.
5. Chargebacks
Please reach out to us before opening a chargeback — most disputes resolve in minutes via support, and chargebacks lock your account pending review. Fraudulent chargebacks (where we have evidence of product delivery and use) are contested.
6. Statutory rights
Nothing in this Policy limits any statutory rights you may have under applicable consumer protection law. EU consumers' right of withdrawal under Directive 2011/83/EU does not apply once the digital content has been supplied with explicit consent and acknowledgement that the right is forfeited (Article 16(m)) — that consent is captured when you click Pay at checkout.
7. Contact
Refund questions: [email protected].