Sometimes Shards or Stones in your Reward Zone balance may change. This happens only in specific situations, because we aim to keep the programme fair for everyone.
When your Shards or Stones can be reversed
We may adjust your Reward Zone balance if:
- The payment that earned the Shard or Stone was refunded or charged back.
- There are signs the reward was earned through misuse or fraud.
- The transaction wasn’t a genuine purchase (for example, it was arranged with a merchant to trigger rewards).
- Your activity didn’t follow the Reward Zone Terms for the UK, applicable laws, or other rules that apply to your account.
- The transaction or account didn’t meet the Reward Zone Terms for the UK.
If you don’t have enough Shards or Stones to cover the reversal, your balance may temporarily go below zero. Any new rewards you earn will first offset the negative amount.
If a redeemed Stone is later reversed
If you already redeemed a Stone, and it’s later found to fall under one of the reasons above, we may reverse it and charge its value from your ZEN account.
If this ever happens, and you’re unsure why, you can always contact our Support team. We’ll walk you through it step by step.