Z2UProtection for buyers

Feel confident each time you transact at Z2U. Z2UProtectionensures that sellers will complete your order as described.

1. Z2UProtection covers buyers under the following circumstances:

- The buyer has not received the order, or the seller has only partially fulfilled the order.

- The item received by the buyer is materially inconsistent with the product description.

- The purchased item or service cannot be used due to reasons not attributable to the buyer.

- Other circumstances that comply with the terms of Z2UProtection, the Refund Policy, or mandatory applicable laws.

2. Z2UProtection does not provide coverage under the following circumstances:

- The buyer has confirmed receipt of the order, and there are no exceptional circumstances qualifying for a refund or dispute review under the Z2UProtection, Refund Policy, or applicable laws.

- The buyer changes their mind after placing an order. For example, the buyer no longer wants the item for personal reasons after the seller has completed delivery.

- The buyer purchases the wrong item due to their own mistake (e.g., the seller provided a clear product description and compatibility instructions, but the buyer failed to read carefully, resulting in a product that does not meet their personal needs).

- Transactions made outside of Z2U Marketplace.

- Updates, balance adjustments, game environment patches, or other modifications independently implemented by the game publisher or developer after completion of the transaction, provided such changes were not caused by the seller's breach of transaction agreements or other attributable fault.- The after-sales service that has been closed by the buyer, and any related further issues.

- The buyer closes the after-sales case without legitimate grounds, and no other qualifying application conditions exist under Z2UProtection, the Refund Policy, or applicable mandatory laws.

3. Z2UProtection shall not apply to applications involving misrepresentation, forged evidence, malicious claims, or other fraudulent activities. For such behavior, Z2U reserves the right to reject the associated protection applications and enforce measures pursuant to platform rules, including issuing warnings, restricting account functionalities, or permanently suspending accounts. For conduct suspected of violating applicable laws, Z2U reserves the right to take further legal measures or report the incident to competent law enforcement agencies.

4. Buyers shall confirm receipt only after verifying that the delivered product or service has been received and conforms to the product description and transaction terms.

Confirmation of receipt by the buyer is generally deemed as completion of order delivery, enabling Z2U to arrange fund settlement to the seller in accordance with platform rules. However, confirming receipt does not inherently exclude the buyer's right to raise special refund or dispute claims pursuant to Z2UProtection, the Refund Policy, or applicable mandatory laws.

5. For orders completed and delivered by the seller, the buyer must submit an after-sales dispute within 72 hours following delivery completion by the seller. If no after-sales dispute is submitted within this timeframe, the buyer shall, in principle, be deemed to have accepted the purchased product or service; however, this does not affect the buyer's right to submit special refund or claims pursuant to Z2UProtection, other applicable rules, or mandatory legal provisions.

For orders that have not been delivered or have only been partially delivered, the buyer may apply to cancel the undelivered portion in accordance with the Refund Policy without being subject to the aforementioned 72-hour timeframe, unless otherwise prescribed by applicable law or relevant payment processing arrangements.

6. Buyers and sellers enter into a direct transaction relationship in respect of the goods or services purchased through the platform. Sellers are responsible for fulfilling their delivery and after-sales obligations in accordance with the product descriptions, transaction agreements, and applicable platform rules. Z2U operates as a third-party marketplace and does not directly sell the goods or services listed on its platform, nor does it automatically become a party to the transaction contract between buyers and sellers.

Nevertheless, the Z2U platform operator provides customer support, reviews refund requests, verifies order and delivery records, facilitates communication between buyers and sellers, and handles transaction disputes in accordance with the Refund Policy, Z2UProtection, and applicable platform rules. The platform may make decisions on the handling of such matters based on its review and findings.

The provision of the aforementioned services by Z2U does not mean that the platform assumes the seller's responsibilities for product quality, transaction fulfilment, or other obligations attributable to the seller. Nor does it affect any independent obligations that the relevant parties may have under applicable laws.

7. In the event of a transaction dispute, the buyer shall respond within 72 hours of receiving a notification or request for evidence from Z2U, providing relevant supporting documentation.

If the buyer fails to respond or submit the required materials within the prescribed timeframe, Z2U reserves the right to proceed with auditing and resolving the dispute based on existing order records, delivery proof, and other available information. Where existing evidence is insufficient to support the buyer's dispute, Z2U may render a corresponding determination. A buyer's failure to respond in a timely manner does not inherently signify that the underlying issue has been resolved, nor does it waive their statutory rights under applicable law.

8.  If a buyer initiates a payment dispute, bank chargeback, or reverse transaction request directly with a payment processor, issuing bank, or relevant financial institution, such claims shall be independently reviewed and adjudicated by the respective payment processor, bank, or financial institution pursuant to their governing rules and agreements. Z2U cannot render decisions on behalf of these institutions, nor does it guarantee that the buyer's chargeback or payment dispute application will be decided in their favor.

For transactions processed through approved merchant accounts held by Z2U-affiliated entities, such entities will assume relevant payment dispute handling and chargeback defense obligations under applicable merchant agreements. For transactions processed via other payment channels or by other contracting merchants, the respective contracting merchant shall fulfill relevant obligations pursuant to their applicable agreements.

Pending the outcome of a payment dispute or chargeback proceeding, Z2U platform operators may continue to audit order records, seller delivery proof, and buyer-seller communication logs, requiring either party to submit supporting evidence as needed.

To prevent double refunding or duplicate payouts on the same disputed transaction, Z2U reserves the right to temporarily suspend internal refund execution involving the disputed funds, without affecting the platform's review of refund applications and transaction disputes, nor affecting the processing of other independent post-sales claims.

Buyers shall cooperate with reasonable evidence submission requests issued by the platform and relevant payment processors. The final determination of a payment dispute or chargeback rests entirely with the governing outcome rendered by the payment processor, bank, or financial institution.

9. Before purchasing services such as top-ups, boosting, or other services that require the buyer to provide the seller with game account credentials (e.g., account ID, password, verification codes) for fulfillment, please read carefully and be fully aware of the following: Sharing game account information with third parties carries inherent security risks. The user agreements of most game operators strictly prohibit third-party logins, which may result in account bans, loss of virtual assets, or other adverse consequences. Buyers assume all such risks voluntarily.

As a third-party transaction platform, Z2U does not directly provide top-up or boosting services, nor does it directly control the seller's actual in-game operations. Risks such as account theft, loss of virtual items, account suspensions, or data anomalies resulting from the buyer voluntarily sharing account credentials with the seller shall be legally evaluated based on actual facts and party fault. Sellers remain legally liable for issues caused by unauthorized operational behavior, non-fulfillment of agreed services, or other attributable seller fault. Z2U will review complaints and evidence within the scope of its platform duties under the Refund Policy, Z2UProtection, and applicable rules, providing necessary dispute coordination.

To maintain platform transaction order, if a buyer provides complete and valid evidence, Z2U may review and mediate the transaction dispute pursuant to relevant rules and may seek recourse against the responsible seller in accordance with platform rules and seller agreements. Where an audit confirms eligibility for a refund, the platform may determine to cancel the order, refund the eligible refundable amount, or take other appropriate remedies, including processing orders previously marked as completed where permitted under applicable rules. Platform determination results and actual refund amounts are determined based on relevant rules, order progression, and recoverable funds. The success of recourse depends on the seller's available funds and level of cooperation; Z2U cannot guarantee that financial recourse will be successful. Unless otherwise provided by mandatory law or platform rules, Z2U does not provide additional compensation for derivative account value, other virtual assets within the account, or other indirect damages.

Upon completion of the order delivery, please immediately change your game account password, update your security questions, and refresh your account security settings. Under no circumstances should you disclose your linked registration email password, bank card details, or other core personal financial information to any third party.

10. Z2UProtection is not equivalent to a commercial product warranty, nor does it constitute an ongoing quality guarantee by Z2U for all products or services.

Account bans, warnings, virtual currency confiscations, or other account losses resulting from independent detection, policy adjustments, or disciplinary actions initiated by game publishers or developers do not, in principle, fall within the coverage of Z2UProtection, provided such actions were not caused by the seller's breach of contract, unauthorized operations, or other attributable fault.

However, if such losses are directly related to the seller's delivery conduct, service quality defects, or violations of platform rules, the buyer may still submit an application pursuant to Z2UProtection, the Refund Policy, and applicable mandatory law, which shall be audited and processed by the platform based on specific facts.

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