Refund, Cancellation and Chargeback Policy

1. Pre-funding cancellation

A transaction may be cancelled by either party before funds have been confirmed as received by the licensed escrow or payment partner. A pre-funding cancellation returns both parties to their original position. No platform fee is charged where the transaction has not been activated.

2. Post-funding cancellation

After funds have been confirmed as received, cancellation is subject to the cancellation terms agreed between Buyer and Seller in the transaction terms. The Platform enforces the agreed cancellation policy. Cancellation terms must be set before the transaction is funded.

Where cancellation is agreed after funding, refund processing is subject to payment partner processing times, provider fees, and applicable currency conversion costs. The Platform coordinates the refund instruction but does not control the timing of payment partner processing.

3. Refunds following a successful dispute

Where a dispute is resolved in the Buyer’s favour (by the Platform’s dispute workflow, a licensed partner, arbitrator, or court), a refund instruction will be issued to the payment partner. The refund will be returned to the original verified funding source unless a legal review has determined otherwise.

Partial refunds may apply where the Buyer accepted partial delivery or where the Seller incurred documented, irrecoverable costs.

4. Refund destination

Refunds are returned to the verified funding source (bank account, card, or other instrument) used for the original payment, as held on record by the licensed payment partner. We cannot redirect a refund to a different account, card, or wallet without a formal legal review. This control exists to prevent fraud and money laundering.

5. Deductions from refunds

The following may be deducted from a refund where applicable:

• Irrecoverable payment partner processing fees
• Currency conversion costs where applicable
• Dispute administration fees where the Seller is liable
• Any amounts ordered by a court, arbitrator, or regulatory authority to be withheld

Deductions will be itemised in the transaction record.

6. Platform fee refunds

Platform coordination fees are non-refundable once a transaction has been activated, except where the Platform has materially failed to provide the agreed coordination service for reasons within our control. Refund requests for platform fees must be submitted within [PLACEHOLDER — period to be confirmed] days of the event giving rise to the claim.

7. Chargebacks

Initiating a chargeback through your bank or card provider for a legitimately funded escrow transaction may constitute fraud and will be investigated accordingly. Where a chargeback is received, the Platform may suspend the associated account and transaction pending investigation.

Where a chargeback is initiated for a genuine reason (e.g., unauthorised payment), contact us immediately through the official contact page so we can assist before a formal chargeback creates complications for both parties.

8. Cooling-off rights

[PLACEHOLDER — Cooling-off rights and their interaction with funded escrow transactions require review by legal counsel in each applicable jurisdiction. Mandatory consumer rights apply regardless of this policy.]

9. Compliance holds

Refunds cannot be processed where a compliance hold is in place due to sanctions screening, fraud suspicion, court order, or regulatory obligation. We may not be able to disclose the reason for a hold. Holds are lifted as soon as legally permissible.

10. How to request a refund or cancellation

Use the cancellation or dispute function within the transaction workspace. Do not contact us by email or phone to initiate a cancellation — all cancellation requests must be submitted through the authenticated Platform to maintain a secure audit trail.