Terms of Service for Customers

EZARENA
TERMS OF SERVICE FOR CUSTOMERS


Last updated: 21.03.2026

These Terms of Service for Customers (the "Customer Terms") apply to all Customers using the Ezarena Platform. These Customer Terms supplement the General Terms and Conditions. In the event of conflict, the General Terms and Conditions shall prevail unless these Customer Terms expressly provide otherwise with respect to Customers.

1. SCOPE

1.1. These Customer Terms govern the purchase of Digital Products and Services by Customers through the Platform.
1.2. By placing an Order, the Customer agrees to be bound by these Customer Terms, the General Terms and Conditions, and any other policies published on the Platform.

2. CUSTOMER ACCOUNT AND RESPONSIBILITIES

2.1. The Customer shall provide accurate, complete, and up-to-date information necessary for account registration, payment processing, and Order fulfilment.
2.2. The Customer shall maintain the confidentiality and security of account credentials.
2.3. The Customer shall not use the Platform for unlawful purposes, fraud, payment abuse, harassment, or any activity prohibited by the General Terms and Conditions.
2.4. The Customer shall provide all information, access, confirmations, instructions, credentials, and cooperation reasonably necessary for proper fulfilment of an Order.

3. OFFERS AND PRE-CONTRACT INFORMATION

3.1. Each Offer is published by a Seller and should describe the Digital Product or Service being sold, including its material characteristics, delivery period, and price.
3.2. The Customer is responsible for reviewing the Offer carefully before placing an Order.
3.3. If the Customer requires clarification regarding the content or scope of an Offer, the Customer should contact the Seller through the Platform Chat before placing the Order.
3.4. Only the characteristics expressly stated in the Offer or otherwise agreed through the Platform prior to purchase shall be binding for the purpose of determining conformity.

4. PLACING AN ORDER

4.1. An Order is placed when the Customer completes the checkout process and payment is successfully confirmed.
4.2. By placing an Order, the Customer confirms the intention to purchase the selected Digital Product or Service under the conditions stated in the relevant Offer.
4.3. The Customer shall ensure that all Order information is accurate before confirming purchase.
4.4. Once payment has been confirmed, the Order may enter preparation and performance stages and may no longer be freely revocable except as provided in these Customer Terms, the General Terms and Conditions, or mandatory applicable law.

5. SELLER PERFORMANCE AND DELIVERY

5.1. Upon confirmation of payment, the Seller shall commence performance of the Order within 48 (forty-eight) hours.
5.2. Commencement of performance shall include actual preparatory actions directed toward fulfilment of the Order and a notice to the Customer through the Platform Chat confirming that performance has commenced.
5.3. The Seller shall fully complete the Order within the delivery period stated in the relevant Offer.
5.4. For the avoidance of doubt, where the Offer specifies a delivery period of 3 (three) days, the Order must be completed within 3 (three) days; where the Offer specifies a delivery period of 7 (seven) days, the Order must be completed within 7 (seven) days.
5.5. If the Seller requires additional information, access, or confirmation in order to perform the Order, the Customer shall provide the same without undue delay.
5.6. If the Customer fails to provide required information or cooperation, the Order may be delayed, suspended, or cancelled, and the Customer's refund entitlement may be reduced or excluded to the extent permitted by applicable law.

6. ORDER CANCELLATION, REFUSAL, AND HOLDS

6.1. Ezarena reserves the right to cancel, suspend, refuse, or place on hold any Order where such action is reasonably necessary for fraud prevention, payment security, compliance, operational integrity, the protection of Users, failure by the Customer or Seller to provide information necessary for performance of the Order, abusive conduct, breach of the Agreement, or any other legitimate business or legal reason.
6.2. Where appropriate, Ezarena may, but shall not be obliged to, provide a general explanation of the reason for cancellation, suspension, refusal, or hold.
6.3. If an Order is cancelled due to Seller fault, non-performance, or material non-conformity, Ezarena may issue a full or partial refund, require re-performance, or take other action in accordance with the Agreement.
6.4. If an Order is cancelled due to the Customer's failure to provide information or cooperation necessary for performance within the required time, Ezarena may refuse a refund in whole or in part, to the extent permitted by applicable law.

7. ACCEPTANCE, COMPLETION, AND ORDER STATUS

7.1. An Order may be marked as completed when the relevant Digital Product or Service has been delivered in accordance with the Offer or when Ezarena reasonably determines, based on the available evidence, that delivery has taken place.
7.2. The Customer shall inspect the delivered Digital Product or Service without undue delay after delivery.
7.3. The Customer shall notify the Seller or Ezarena through the Platform without undue delay if the Customer alleges non-delivery, defect, non-conformity, or any other issue.

8. WARRANTY AND NON-CONFORMITY

8.1. "Essential Requirements" means the material characteristics of an Order expressly stated in the Offer or agreed through the Platform prior to purchase, including, where applicable, the type of service, scope, delivery period, server or region, rank, quantity, specific digital content, account characteristics, and any other feature expressly described as included.
8.2. A Digital Product or Service shall be regarded as non-conforming if it materially differs from the Offer or fails to meet the Essential Requirements.
8.3. In the case of Accounts, warranty protection shall apply only to defects, restrictions, inaccuracies, or non-conformities existing at the time of delivery or resulting from the Seller's failure to describe the Account accurately.
8.4. The warranty for Accounts shall not apply to changes made by the Customer, third parties, or the relevant game publisher after delivery, unless such changes are directly caused by a defect existing at the time of delivery.
8.5. The Customer shall not be entitled to rely on alleged non-conformity resulting from the Customer's own actions, third-party actions, publisher enforcement, or changes occurring after delivery that were not caused by a pre-existing defect.

9. REFUNDS AND REMEDIES

9.1. A full refund may be granted where:
(a) the Order was not commenced within the required time and no justified delay was communicated;
(b) the Order was not delivered at all;
(c) the delivered Digital Product or Service materially differs from the Offer or fails to meet the Essential Requirements; or
(d) the Seller is unable or unwilling to cure a material non-conformity.
9.2. A partial refund may be granted where the Order was partially delivered or where a non-conformity affects only part of the purchased Digital Product or Service.
9.3. No refund shall be due where the Order has been properly delivered in accordance with the Offer, the Agreement, and any information materially disclosed before purchase.
9.4. No refund, or only a reduced refund, may be granted where the Customer has materially used, altered, consumed, transferred, secured, modified, or otherwise benefited from the delivered Digital Product, Service, or Account beyond what is reasonably necessary to verify conformity with the Offer.
9.5. Ezarena may determine, acting reasonably and at its sole discretion, whether a full refund, partial refund, correction, replacement, re-performance, price adjustment, or no refund is appropriate in the circumstances.

10. EVIDENCE AND COOPERATION IN DISPUTES

10.1. The Customer shall provide all information, screenshots, chat records, transaction details, access records, logs, account details, and other evidence reasonably requested by Ezarena within the time period specified by Ezarena.
10.2. Failure to provide requested information within the specified period may result in the dispute being resolved on the basis of the evidence then available, including against the non-cooperating party.
10.3. Ezarena may rely on Platform Chat records, timestamps, account access records, delivery confirmations, Order status changes, screenshots, system logs, and correspondence made through the Platform in determining whether an Order has been properly commenced, performed, delivered, or accepted.

11. CUSTOMER CONDUCT

11.1. The Customer shall communicate respectfully with Sellers, Ezarena staff, and other Users.
11.2. The Customer shall not attempt to extort refunds, abuse chargeback procedures, submit false complaints, or provide misleading evidence.
11.3. The Customer shall not induce Sellers to transact outside the Platform or otherwise evade Platform fees, controls, or dispute procedures.
11.4. Any abusive or fraudulent conduct may result in warning, suspension, cancellation of Orders, refusal of refunds, account termination, or other sanctions in accordance with the Agreement.

12. CHARGEBACKS AND PAYMENT DISPUTES

12.1. Before initiating a payment dispute, reversal, or chargeback with a payment provider, the Customer should first use Ezarena's internal complaint and dispute resolution process, where available.
12.2. Where an Order has been properly delivered in accordance with the Offer and the Agreement, unjustified chargebacks or payment disputes may result in suspension of the Customer's account, recovery action, or other enforcement measures permitted by the Agreement and applicable law.

13. LIMITATION OF PLATFORM LIABILITY

13.1. Ezarena acts as a marketplace operator and intermediary and, unless expressly stated otherwise, is not the direct supplier of the Digital Products and Services offered by Sellers.
13.2. To the fullest extent permitted by law, Ezarena shall not be liable for indirect, incidental, consequential, special, or punitive loss arising out of a transaction between a Customer and a Seller.
13.3. Nothing in these Customer Terms shall exclude any mandatory statutory rights that cannot lawfully be excluded.

14. CONTACT AND COMPLAINTS

14.1. The Customer may submit complaints and support requests through the contact details and support channels published on the Platform.
14.2. A complaint should include sufficient information to identify the Customer, the relevant Order, and the basis of the complaint.
14.3. Ezarena may require that complaints and supporting evidence be submitted through designated Platform tools or official communication channels.

15. FINAL PROVISIONS

15.1. These Customer Terms shall be read together with the General Terms and Conditions and any additional policies published on the Platform.
15.2. If any provision of these Customer Terms is held to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.
15.3. Failure by Ezarena to enforce any provision of these Customer Terms shall not constitute a waiver of that provision.