Refund Policy.

Overview

This Refund Policy explains when and how refunds are issued for ZZL challenge purchases. By purchasing a challenge from ZZL you acknowledge and accept the terms of this policy.

Our goal is to be straightforward about refunds: simulated trading is a service that begins delivering value the moment you receive access to your account, so refund eligibility is necessarily narrower than for physical goods.

Refund Eligibility

You may be eligible for a refund of your challenge fee in the following circumstances:

• Within 7 days of purchase AND before any trade is placed on the associated account, you may request a full refund for any reason.
• Service outage: if a technical failure on our side prevents you from accessing your account for more than 48 continuous hours, you may request a refund or a free replacement challenge.
• Successfully funded: if you pass an evaluation challenge and reach a funded account, your original challenge fee is refunded as a one-time bonus credited to your trading account or paid out alongside your first payout (subject to the model purchased).

When Refunds Are Not Available

Refunds are NOT available in the following circumstances:

• You have placed at least one trade on the challenge account
• More than 7 days have passed since purchase (where the “no-trade” rule above would otherwise apply)
• The account was disqualified for breach of trading rules or terms of service
• The account was closed due to fraud, KYC failure, or chargeback abuse
• Add-on purchases (Pro Pack) once redeemed or activated
• Promotional, discounted, or comped accounts (refunds limited to the actual cash paid)

How To Request A Refund

To request a refund:

• Email refunds@zzl.com from the email address registered on your account
• Include your account ID, purchase date, and the reason for the refund request
• For service outage claims, include timestamps and any error messages or screenshots

We aim to respond to all refund requests within 3 business days. Approved refunds are returned to the original payment method within 5-10 business days, depending on your bank or wallet provider.

Processing Times And Fees

Refund processing times vary by payment method:

• Credit/debit card: 5-10 business days to appear on your statement
• Crypto (BTC, USDT, USDC): 1-2 business days
• Bank wire: 7-14 business days; bank wire fees deducted from the refund amount

Currency conversion fees, third-party payment processor fees, and gas fees (for crypto) are non-recoverable and will be deducted from the refunded amount where applicable.

Chargebacks

If you believe you are entitled to a refund, please contact us first — we resolve nearly all disputes directly within 72 hours. Initiating a chargeback before raising a support ticket may result in suspension of your account pending investigation. We reserve the right to dispute chargebacks where the refund eligibility criteria above are not met.

Changes To This Policy

We may update this Refund Policy from time to time. Material changes will be communicated through your registered email address or via a prominent notice on our website. The “last updated” date at the top of this policy reflects when it was most recently revised. Refund requests are processed under the policy in effect at the time of your original purchase.

Contact

Questions about refunds? Contact us:

• Email: refunds@zzl.com
• Support: support@zzl.com