Voluntary service-interruption coverage
Each new paid purchase or top-up has six months of voluntary refund coverage from settlement. Purchases made earlier keep the coverage end date recorded for their own credit lot; those dates are not shortened. During the applicable period, this voluntary policy covers permanent discontinuation of Zrelay or a continuous service interruption exceeding 14 days. Purchased Zrelay service credit remains usable without a scheduled expiry while the service operates.
The six-month period is not a general cancellation or refund window. Unused service credit is not refundable on demand while the service continues to operate under this voluntary policy. These limits do not reduce refunds, withdrawal rights or other remedies required by applicable law.
How an eligible refund is calculated
The refund is the unused proportion of the amount actually paid for the affected purchase, calculated for each service-credit lot. If none of that lot was consumed, the calculation is 100% of its paid amount; if 80% was consumed, it is 20%. Usage draws from the oldest available lots first. The nominal amount of included Zrelay service credit is not the cash amount paid.
For a BTC purchase, an eligible refund is handled in BTC using the exchange value on the refund date, subject to the applicable legal remedy. It is a separate outgoing transfer, even if started from the invoice in BTCPay; it does not reverse the original on-chain payment. Exchange-rate, rounding and network-fee treatment will be confirmed for an eligible request. No automatic fee deduction is promised. Trial, referral and manually granted service credit have no paid amount to refund.
Making a request
Email support@zrelay.net with an invoice ID, purchase date and a description of the interruption or payment problem. A non-secret account ID and downloaded purchase receipt can help investigation. Support will arrange proportionate ownership verification before a payout; never send your account recovery code, API keys or wallet private keys.
Refund requests are reviewed manually; the account portal does not provide balance withdrawals. For a BTC refund, support will arrange a secure way to confirm a return address. Never send wallet private keys, account recovery codes or API keys.
Unconfirmed payments and fulfillment problems
If payment was made but Zrelay service credit has not appeared, provide the invoice reference so support can reconcile its status. A paid but unfulfilled purchase requires delivery or an appropriate refund under applicable law. Any proposed network-fee deduction requires a documented policy and legal review; it is not automatic.
Do not send an additional payment merely because the browser has not updated. Payment confirmation and automated invoice settlement can take time.
Marketplace purchases
G2G redemption is not available yet. For a sale completed inside G2G, G2G is the seller and merchant of record; request a sale refund from G2G under its marketplace terms. Zrelay does not operate a parallel sale refund. Any resulting adjustment to unused service credit is handled separately, subject to applicable rights.
Direct BTC purchases on zrelay.net are separate from G2G sales. Stripe is not active today.
Consumer rights and policy status
This policy does not exclude mandatory rights concerning non-delivery, lack of conformity, fraud, payment error or withdrawal where applicable. A request for immediate delivery does not by itself extinguish those rights. Consumer protections in the customer's country prevail where required.
Support will investigate requests manually. An automated refund or payout workflow has not been verified.