Refund Policy
Two ways to get your money back, written plainly, with the exclusions listed rather than buried.
Scope and short version
Unredeemed key, asked for within 48 hours of paying: refunded. Software genuinely does not work and support could not fix it: refunded. Anything else, including every redeemed key: not refunded.
This Refund Policy forms part of the Terms of Service and uses the definitions set out in Section 2 of those Terms. Where this policy and Section 10 of the Terms differ, this policy governs.
It applies to every Licence sold through zenithmenu.com, in every tier and duration, to consumers and to non-consumers alike, subject only to the mandatory statutory rights described in Section 8.
Route one, the 48 hour unredeemed window
You may request a full refund where both of the following are true at the moment you open the ticket:
- 01no more than forty eight (48) hours have passed since your payment settled; and
- 02the Licence Key has not been redeemed against any Account.
Both conditions are objective and we can verify each of them from our records. You do not need to give a reason, you do not need to justify changing your mind, and we will not argue with you about it. If both conditions hold, the refund is approved.
The 48 hours run from the moment your payment settles with our payment provider, not from when the key arrives in your inbox and not from when you first try to use it. If delivery is delayed on our side, tell us and we will not hold that delay against your window.
A key held unredeemed past 48 hours is no longer refundable under this route. It remains valid and redeemable indefinitely, so nothing is lost, but the money is no longer coming back.
Route two, the Software does not work
Separately from the window above, and at any point during your Subscription Term, you may request a refund where the Software will not launch or will not function on your machine and support has been unable to resolve it in a reasonable time.
This route has one condition, and it is not negotiable: you must have actually contacted support and worked with them first. We cannot fix what we have not seen, and a refund is not available under this Section for a fault that was never reported.
A typical route two request looks like this:
- 01You open a ticket describing what happens when you try to run it.
- 02Support works through it with you. Most problems are resolved here, usually the same day.
- 03If it cannot be resolved in a reasonable time, you say you would like a refund instead, in the same ticket.
- 04We refund you. The Licence ends and any remaining time on it is voided.
Route two is available even where the key has been redeemed, because a redeemed key that does not work is precisely the situation this route exists for. This is the only circumstance in which a redeemed key is refundable.
What counts as it not working
The following are genuine faults for the purposes of Section 3:
- the Software will not launch at all on a supported, correctly configured Windows PC;
- the Software launches but immediately closes, crashes or hangs, and support cannot resolve it;
- your credentials are rejected by the loader and support cannot resolve it;
- a settled payment produced no Licence Key at all and we cannot issue a replacement;
- you were charged more than once for a single order, through a fault on our side or our payment provider’s side; or
- the product materially differs from how it is described on the Site, and you can say what you expected differently.
What does not count
These are not faults, and a refund is not available for them under either route. Several of them are frequent requests, which is why they are listed explicitly rather than left to interpretation.
| Situation | Why it is not refundable |
|---|---|
| You redeemed the key and then changed your mind | Redemption consumes the key and binds the entitlement to your Account permanently. Section 9 of the Terms warns of this before you redeem. |
| You never contacted support | Route two requires a reported fault. An unreported problem is not evidence that the Software does not work. |
| Downtime after a game or FiveM update | Expected and normal. Section 12.3 of the Terms describes it. It does not extend your term and it is not a defect. |
| Your account was banned or suspended | Section 14 of the Terms allocates that risk to you in explicit terms, and you accepted it as a condition of the Licence. |
| A server detected or blocked you | Server Operators run their own systems that we neither see nor control. This is expressly outside our responsibility. |
| A feature does not do what you assumed | Where a feature operates as described, your assumption about it is not a defect in the product. |
| Your antivirus blocks it | Where the Software itself is not at fault, your local security configuration is yours to resolve. |
| You bought the wrong tier and redeemed it | Redeemed is redeemed. If you have not redeemed it, route one covers you for 48 hours. |
| You stopped playing | Not a fault, and not a reason. Licences do not auto-renew, so nothing further will be charged. |
| The Software was discontinued | Section 12.4 of the Terms explains what Lifetime means and expressly excludes this, save where mandatory law requires otherwise. |
How to request a refund
Refunds are requested by opening a ticket on the Zenith Discord server. There is no form, no email address and no other channel.
Include the following so that nobody has to ask you for it:
- your Zenith account username, shown on the License page of your dashboard;
- the order reference from your purchase confirmation;
- which route you are requesting under, one or two; and
- for route two, a short description of what actually happens when you try to run it.
We aim to give a decision promptly. Where we decline a request, we will say why in plain terms rather than pointing you at a clause and leaving you to work it out.
How a refund is paid
Approved refunds are returned through the original payment method by our payment provider, ordinarily within five (5) to ten (10) business days of approval, subject to that provider’s and your bank’s own timescales. We cannot refund to a different card, a different account, or by any other means.
Any currency conversion loss, foreign transaction fee or bank charge incurred on the way out or the way back is not recoverable from us.
On refund, the Licence Key is voided, any Licence granted by it terminates immediately, your tier role is removed, and any remaining time is lost. A refunded key cannot be reinstated.
Statutory rights
The Software is digital content supplied otherwise than on a tangible medium. Where the consumer law of your jurisdiction provides a cooling off period for distance contracts, that period does not apply to such content where performance has begun with your prior express consent and with your acknowledgement that the right of withdrawal is thereby lost.
By completing checkout you expressly request that supply begins immediately on delivery of the Licence Key, and you acknowledge that you thereby lose your right of withdrawal.
If mandatory consumer protection law in your country gives you a right that this policy would remove, that right is unaffected. This policy sits alongside it rather than replacing it, and nothing here is intended to exclude a right that cannot lawfully be excluded.
Chargebacks
If you dispute a charge with your card issuer or bank rather than contacting us first, we reserve the right to terminate your Account and every Licence associated with it immediately and permanently, to refuse all future business with you, and to submit evidence of your purchase and use to the issuer.
Where a chargeback is later resolved in our favour, reinstatement is at our sole discretion and may be conditioned on payment of the disputed amount plus any fee levied on us by the payment provider.
Route one is unconditional inside 48 hours on an unredeemed key. Route two exists for when the product genuinely does not work. Open a ticket first. A chargeback costs you the account and costs us a fee, and it resolves nothing that a message would not have resolved faster.
Abuse of this policy
This policy is written to be generous where the request is genuine. That only works if it is not gamed.
We may refuse a request, and may suspend or terminate an Account under Section 19.1 of the Terms, where the pattern of requests suggests the policy is being used as a free trial, where a route two fault cannot be reproduced and no diagnostic cooperation is offered, where multiple Accounts are used to repeat refunded purchases, or where a refund is sought for a key that has been shared or resold.
A refused request is not a permanent bar. If circumstances change and you can show it, open a new ticket and say so.
Changes to this policy
We may revise this policy at any time. The version that applies to a purchase is the version published at the moment you completed checkout, not a later revision. Revisions do not apply retroactively to purchases already made.
Where a revision materially reduces your rights, we will use reasonable efforts to give notice through the Site or the Discord server at least seven (7) days before it takes effect.