POLICIES

1. Policy Scope & Player Responsibility

These policies apply to player-facing administrative decisions made by Zentra Roleplay. They are intended to provide a consistent process without publishing confidential staff procedures, security information, investigation methods, or the internal consequence guide.

• Players are responsible for reviewing the current Server Rules, Gang & Organization Rules, and applicable public policies.
• Staff may reference server logs, administrative records, transaction records, Discord records, clips, screenshots, and other relevant evidence when reviewing a matter.
• An administrative decision may consider the full context of an incident rather than a single isolated action.
• IC consequences and OOC administrative consequences are separate. Resolving something in character does not automatically resolve a server-rule violation, and an OOC punishment does not automatically erase IC consequences.
• Questions or disputes should be handled through the official ticket, appeal, or report process rather than public arguments or direct messages to individual staff.

2. Purchase, Delivery & Refund Policy

2.1 What Counts as Delivery

• A vehicle, item, clothing asset, property benefit, organization asset, verification, package benefit, or other purchased content has been added or made available to the purchaser as intended.
• A custom asset has been installed and made reasonably usable in city.
• A service or one-time benefit has been completed or applied.
• Delivery does not require the purchaser to continue using the asset, remain active in Zentra, retain an IC position, or remain eligible for a whitelist/status.

2.2 When a Refund May Be Requested

If Zentra determines that a paid asset cannot be placed into the city or the purchased benefit cannot be delivered, the purchaser has seven (7) calendar days from being notified of that determination to request a refund through the official support process.

• Requests made after the seven-day period may be denied.
• A technical problem does not automatically mean an asset cannot be delivered. Development may first attempt to repair, reconfigure, replace, or provide a reasonable equivalent solution.
• If the original asset cannot be used but an equivalent replacement is accepted and delivered, the purchase is considered fulfilled.
• Refund eligibility is limited to the undeliverable paid asset/benefit involved; unrelated completed purchases remain final.

2.3 Non-Refundable Situations

• Changing your mind after delivery.
• Leaving Zentra, becoming inactive, or deciding you no longer want the asset.
• Being banned, suspended, blacklisted, removed from a job, or otherwise losing access because of player conduct.
• A gang/organization disbanding, losing recognition, losing whitelist status, or changing leadership after its paid assets were successfully delivered.
• An IC vehicle, item, property, weapon, or other benefit being lost, seized, robbed, destroyed, impounded, or otherwise affected through legitimate gameplay/RP.
• Purchasing the wrong option when the storefront or ticket information reasonably identified what was being purchased.
• Loss of access caused by failure to meet the continuing requirements of a program, organization, department, or whitelist.

3. Paid Asset Technical Issues

Zentra will make a reasonable effort to deliver paid assets in working condition within the limitations of FiveM, GTA V, server updates, third-party dependencies, and the asset itself.

1. Open a support ticket and identify the purchase and problem.
2. Provide requested screenshots, clips, error information, or asset files where applicable.
3. Allow Development a reasonable opportunity to diagnose and repair the issue.
4. If repair is not practical, Zentra may offer a replacement, reconfiguration, equivalent asset, or another reasonable solution.
5. If Zentra determines the paid asset cannot be placed into the city or the purchased benefit cannot be delivered, the seven-day refund-request window begins when the purchaser is notified.

• Minor visual differences, balancing changes, handling adjustments, bug fixes, or server-wide compatibility changes do not automatically make an asset refundable.
• Zentra may modify an asset when reasonably necessary for server performance, balance, security, compatibility, or compliance.
• Players should not commission or purchase custom content for Zentra through an outside creator without confirming technical/administrative approval when approval is required.

4. Compensation & Restoration Policy

Compensation is intended to correct verified losses caused by a server-side problem. It is not insurance against normal gameplay or RP.

4.1 Compensation May Be Considered For

• A confirmed server bug or outage directly causing loss of an item, currency, or asset.
• A confirmed administrative mistake.
• A verified transaction/delivery error.
• A rollback or technical incident where logs reasonably establish the lost property.

4.2 Compensation Is Normally Not Issued For

• Normal death, robbery, arrest, seizure, impound, destruction, or other legitimate RP/gameplay outcomes.
• Player error, accidental purchases, accidental transfers, dropping an item, or failure to secure property.
• Losses that cannot reasonably be verified.
• Items/currency obtained through a bug, exploit, duplication, or unintended mechanic.
• Estimated future profits, missed business income, hypothetical sales, or other speculative losses.

Staff may restore the verified item/value rather than provide cash. The goal is to correct the confirmed loss, not create a profit from the incident.

5. Enforcement Policy

Zentra maintains an internal staff consequence guide to promote consistent enforcement. The internal consequence chart, staff notes, investigation methods, and security procedures are not public documents.

• Players are expected to follow the public rules regardless of whether a specific punishment is publicly listed.
• Enforcement may consider severity, intent, prior history, frequency, impact on other players, exploitation of mechanics, cooperation, honesty during review, and the total context of the incident.
• Similar-looking incidents may result in different consequences when the underlying facts, history, severity, or impact differ.
• Staff may issue warnings, kicks, temporary restrictions, temporary bans, permanent bans, organization strikes, asset/status restrictions, or other actions authorized by internal policy.
• Severe conduct may justify stronger action without requiring staff to progress through every lesser consequence first.
• Attempting to evade a punishment through alternate accounts, characters, Discord accounts, organizations, or other methods may result in additional action.

6. Reports, Evidence & Investigations

6.1 Reporting

• Use /report for active in-city assistance when appropriate and the official Discord ticket/report process for matters requiring evidence or extended review.
• Do not publicly accuse, harass, or organize retaliation against a reported player.
• Knowingly submitting fabricated, altered, or intentionally misleading evidence may itself result in enforcement.

6.2 Evidence

• Useful evidence may include video clips, screenshots, chat logs, transaction records, timestamps, server logs, staff observations, and other relevant records.
• There is no universal minimum clip length. A clip must contain enough context for staff to reasonably evaluate the allegation.
• Staff may request additional footage before or after the submitted clip when context is missing.
• Failure to have a clip does not automatically prevent review when reliable server-side evidence exists, but some player-to-player disputes may be impossible to substantiate without evidence.

6.3 Investigation Procedure

1. Staff gathers the available report and evidence.
2. Relevant logs/records may be reviewed.
3. Involved players may be asked for their account of the incident.
4. A staff member with the appropriate authority reviews the applicable public rule and internal enforcement guidance.
5. Serious, disputed, or conflict-sensitive matters may receive additional staff review.
6. The outcome is documented through the appropriate staff system.

7. Appeals & Reviews

Appeals exist to review whether an enforcement decision was supported by the available evidence and handled appropriately. An appeal is not a guarantee that a punishment will be reduced or removed.

• Use the official Zentra appeal system and provide the requested information honestly.
• Include relevant clips/evidence and explain specifically what part of the decision you believe should be reconsidered.
• The staff member directly involved in the incident or punishment should not be the sole decision-maker on the appeal when another qualified reviewer is available.
• Staff may uphold, reduce, modify, or remove an action after review when appropriate.
• Repeatedly opening new tickets after a final appeal decision, harassing staff, or attempting to pressure individual staff members will not create another appeal.
• Appeal eligibility, waiting periods, or final-review limits may vary for severe or repeated violations and may be stated in the punishment notice or appeal system.

8. Bans, Departures & Paid Assets

• A ban, suspension, blacklist, voluntary departure, or inactivity does not create a refund entitlement for purchases that were already delivered.
• Paid assets do not provide immunity from server rules or enforcement.
• Zentra is not required to preserve an IC position, organization status, property ownership, job, or whitelist solely because money was spent.
• Returning after a suspension/ban does not guarantee restoration of time-sensitive IC assets, businesses, organization positions, or property that legitimately changed during the absence.
• Where a paid asset itself remains valid and technically available, staff may determine how it is handled after a player's return based on the type of asset and applicable server systems.

9. Organizations & Paid Assets

• Recognition and whitelist status must be earned through the public Gang & Organization Rules; purchases cannot buy either status.
• Only approved Whitelisted Organizations may purchase whitelist-only organization packages/benefits.
• Recognized pre-whitelist organizations may request limited clothing approval through a ticket where the current organization rules permit it.
• Successfully delivered organization assets are non-refundable if the organization later disbands, becomes inactive, changes leadership, receives strikes, or loses recognition/whitelist status.
• Purchasing an organization asset does not grant permanent ownership of an IC territory, faction slot, whitelist position, server system, script, or Zentra intellectual property.
• Organization leadership should decide internally who funds purchases. Zentra is not responsible for private reimbursement disputes between members after a purchase has been completed.
• Transfers of purchased organization benefits between groups are not permitted unless Zentra expressly approves the transfer.

10. Account & Transaction Responsibility

• Players are responsible for purchases made through their account/payment method, subject to applicable platform and legal protections.
• Confirm the correct product, character, organization, vehicle, asset, or customization before completing a purchase.
• Do not purchase benefits for another player unless the applicable store/ticket process allows it and the recipient information is correct.
• Store benefits may not be resold for real-world money unless Zentra explicitly authorizes a system that permits it.
• Attempting to sell Zentra accounts, whitelist access, staff influence, organization status, or server permissions is prohibited.
• Suspected unauthorized transactions should be reported promptly through a support ticket and to the applicable payment provider.

11. Chargebacks & Payment Disputes

If there is a problem with a purchase, players should contact Zentra through the official support process so the transaction and delivery record can be reviewed.

• Do not use a payment dispute as a substitute for the support/refund process when the purchase was knowingly made and successfully delivered.
• Fraudulent or knowingly false payment disputes may result in store restrictions or server/account action after review.
• Legitimate unauthorized-payment claims will be handled based on the available evidence and the requirements of the payment provider.
• Zentra will comply with applicable payment-platform dispute procedures and provide transaction/delivery records where appropriate.

12. Staff Conflicts & Confidentiality

• A staff member should not be the sole decision-maker in a report or appeal where they are personally involved in the underlying dispute.
• Sensitive staff reports may be escalated beyond the normal chain of command.
• Staff will not disclose confidential staff channels, private player information, security methods, internal consequence charts, or unrelated disciplinary history simply because a player requests it.
• Players should not share another person's private information obtained through a ticket, report, or administrative process.
• Staff decisions should be documented internally so leadership can review consistency when needed.

13. Exploits, Economy Errors & Unintended Gains

• Players must report significant bugs, duplication methods, economy errors, or unintended payouts instead of knowingly profiting from them.
• Items, money, vehicles, or other benefits created through a bug/exploit may be removed without compensation.
• Knowingly distributing exploited gains to other players does not make them legitimate.
• Staff may correct an economy error or remove unintended gains even when the original technical issue was not caused by the receiving player, while separate punishment depends on the player's knowledge and conduct.
• Security-sensitive exploit details should be reported privately rather than posted publicly.

14. Policy Updates & Exceptions

• Zentra may update these policies as server systems, storefront offerings, staffing procedures, or platform requirements change.
• Material player-facing changes should be announced through an official Zentra channel.
• Policies should not be secretly rewritten during an active dispute to manufacture a different result.
• An unusual situation not specifically addressed here may be reviewed by appropriate leadership using the closest applicable rule/policy, documented facts, and reasonable consistency with prior handling.
• Nothing in this document guarantees a particular outcome where applicable law, platform requirements, fraud/security concerns, or technical impossibility require a different response.

15. Quick Player Reference