Refund Policy
Last updated: October 14, 2026
Purchases of Shards and digital items on zerochill.com are final once they are delivered to your account, except in the cases below or where the law where you live gives you more rights. This policy is part of the Zero Chill Terms of Service.
1. When we give a refund
| Situation | What we do | Ask within |
|---|---|---|
| You were charged but the Shards or item never reached your account | Deliver the item, or refund in full | 30 days |
| You were charged twice for the same purchase | Refund the duplicate charge | 30 days |
| A purchase was made on your payment method without your permission | Refund after we confirm it, and secure the account | 30 days |
| A purchase was made by a child under 18 without a parent's permission | Refund any Shards or items not yet used, at our discretion | 14 days |
| A technical fault on our side made a purchased item unusable and we cannot fix it | Replace it, restore it or refund it | 30 days |
We do not refund Shards or items you have already used or spent, purchases you simply changed your mind about, or losses caused by breaking our Terms of Service (for example, when an account is suspended for cheating).
2. Prizes and free Shards
Shards won in events, given as gifts or granted free have no purchase price and cannot be refunded, exchanged for money or transferred.
3. How to ask for a refund
Contact Zero Chill support through help.honest.money with your username, the purchase date and amount, and what went wrong. We aim to reply within 5 business days. Approved refunds go back to the original payment method; your bank or card issuer may take extra days to show them.
When a purchase is refunded, we remove the Shards or items it gave you. If you have already spent them, we may set your Shard balance below zero until it is covered.
4. Chargebacks
Please contact us before disputing a charge with your bank, since we can usually fix problems faster. If a payment is reversed through a chargeback, we may suspend the account while we look into it and remove the Shards and items from that payment.
5. Your legal rights
This policy does not take away any right you have under consumer protection law where you live. If you are in the European Union or the United Kingdom, you agree that digital items are delivered immediately when you buy them, and that you lose your right to cancel once delivery starts.
6. Contact
Zero Chill. Support: help.honest.money.