Legal

Refund & Dispute Policy

Because escrow only works if resolutions are fair.

Last updated: this is a template — review with legal counsel before launch.

1. How protection works

Funds stay in escrow until the buyer confirms delivery. If the item never arrives, or is materially not as described, the buyer can open a dispute before releasing funds.

2. Opening a dispute

From the deal screen, open a dispute and attach evidence — photos, receipts, tracking and chat history. The more evidence, the faster the resolution.

3. How we decide

Our team reviews both sides with an AI-assisted, neutral case summary and resolves based on the evidence — typically within a 48-hour SLA.

4. Outcomes

Refund — escrowed funds are returned to the buyer.
Release — funds are paid to the seller.
Partial — where fair, a split resolution may apply.

5. Timing

Approved refunds are returned to your original payment method. Banks may take a short period to reflect the reversal.

6. Need help?

Reach support any time via in-app chat or support@deelapay.com.