Refund Policy

Z-Lab Engine · MANTIS · ANUBIS Last updated: 20 August 2026

The promise

If a Product does not work for you, tell us within 14 days of buying it and we will refund you.

You do not have to prove it broke. You do not have to send a video. "It didn't do what I needed" is a reason we accept.

We would much rather fix your problem than take your money for something you are not using — so if you would give us a chance first, we will try. But the refund does not depend on you agreeing to that.

1. Who this is between

This policy is part of the Terms of Service between you and Surika Elizabeth Ozoh, trading as Z-Lab Engine, a sole proprietor in South Africa. Z-Lab Engine is not a registered company, so there is no company registration number to quote.

Paid Products are sold through a third-party store which acts as the seller of record. In practice that means the refund is issued by the store, back to the card or account you paid with. We authorise it; they move the money. If their own policy is more generous than ours in your situation, theirs applies.

2. What is covered

• Any paid Product, within 14 days of purchase.
• Refunds are for the full amount you paid.
• Free Products cost nothing, so there is nothing to refund.

3. Reasons we accept

All of these, without argument:

• It does not run on your machine.
• It could not connect to your server.
• It did not find the problem you bought it to find.
• It found the problem but the fix did not work for you.
• It is not what you expected.
• You changed your mind.

4. When we may decline

We will say no only where the request is not made in good faith:

• After 14 days, unless the law where you live gives you longer — in which

case the law wins, and we will apply it.

• Repeat purchases and refunds of the same Product by the same person.
• Where the licence was ended for breach of the Terms — for example

redistributing the software — as set out in section 13 of the Terms.

• Chargebacks raised without contacting us first. A chargeback costs us a fee

on top of the refund and gives us no chance to fix anything. Ask us; we will pay it back faster than your bank will.

Note what is *not* on that list: we do not refuse because you have used the software, or because it downloaded, or because a fix has already been generated. A tool you cannot try is a tool you cannot judge.

5. What you keep

If we refund you, your licence ends and you should uninstall the Product.

Files the Product already generated are yours and remain yours. Merged maps, collision patches, a server it built — those are your files, produced from your own server's contents. We do not ask for them back and they do not stop working. That is deliberate: you paid for an outcome, and taking it back would make the refund a punishment.

6. How to ask

Write to biankariven@gmail.com, or ask in our community server, with:

• the email address or order number you bought with, and
• one line about what went wrong — helpful for us, not a condition.

We aim to respond within 3 working days and to have the refund submitted within 5. Once submitted, how quickly the money appears is up to your bank or payment provider, usually 5 to 10 working days.

7. If something goes wrong with a refund

If a refund is late, declined or you disagree with the outcome, write to biankariven@gmail.com with ESCALATION in the subject line.

Z-Lab Engine is one person, so honesty demands we say what that means: it will be the same pair of eyes. What changes is that the decision gets made again from the beginning, against this policy, rather than defended. If you still disagree after that, section 8 tells you where else you can go.

8. Your legal rights

Nothing in this policy limits your rights under the law where you live — including, in South Africa, the Consumer Protection Act 68 of 2008, and in the EU and UK, your statutory rights in respect of digital content. Where the law gives you more than this policy does, you get more.

9. Contact

Surika Elizabeth Ozoh, trading as Z-Lab Engine Refunds, support and escalation: biankariven@gmail.com South Africa — a full postal address is provided on request for legal notices.