Refund Policy

How escrow protects you

You pay zafue, not the seller. zafue holds your payment for the listing's whole warranty (7, 14 or 30 days, shown on the listing). The seller is only paid once the warranty ends with no problem reported, so if something goes wrong, your money is still with zafue.

When you can get a refund

You can report a problem from your order page for these reasons:

• Not as described, and not changed by you. Report it within 72 hours of your payment being confirmed.
• The seller pulled the account back. Report it any time during the warranty.
• The account was banned because of something the seller did. Report it any time during the warranty.

These aren't covered: bans from ignoring the seller's instructions, accounts you've sold or given to someone else, and problems reported after the warranty ends. Once your logins are unlocked, you can't get a refund just because you've changed your mind.

How to report a problem

• Open the order from your Orders page and press Report a problem.
• Pick what went wrong and explain what happened. You can add up to 4 screenshots.
• Your money stays in escrow while zafue looks into it. The seller can reply with their side.
• zafue decides. Refund: you get back the full coin amount you paid for the order. Release: the sale stands and the seller is paid when the warranty ends.

If the seller pulled the account back, they're also banned for good.

Refunds are sent in crypto, [how soon refunds are sent once zafue decides — for example, within 2 days]. zafue will check with you which wallet to send it to. The network fee you paid when you sent the payment isn't part of the order, so it can't be refunded.

Before you've paid

You can cancel a checkout from the checkout page at any time before paying, and nothing is charged. If you've already pasted a transaction ID, contact zafue to cancel instead.

If you don't pay within 30 minutes, the checkout expires by itself and the account goes back on sale.

Payment mistakes

Only an exact payment, in the right coin on the right network, can be confirmed automatically. Anything else is checked by zafue by hand. If one of these happens, don't send anything else. Contact zafue in the Discord with your order number.

• You sent too little. Your order isn't confirmed and your logins stay locked. zafue will tell you how to finish paying.
• You sent too much. Your order isn't confirmed automatically. zafue will check it by hand.
• You paid after the checkout expired. It isn't confirmed automatically, because the account may have gone back on sale. zafue will either finish your order or refund you.
• You paid twice, or paid for an order that was cancelled. zafue will return the extra payment.
• You sent the wrong coin or used the wrong network. It can't be confirmed, and it may be impossible to get back. If it reached zafue's wallet, zafue will look into it, but can't promise anything.

If you're the seller

If the buyer is refunded, you aren't paid for that order. If you pulled the account back, you're banned for good and your £25 deposit is kept. The Terms of Service have the full seller rules.

Your legal rights

This policy doesn't take away any rights you have by law. Questions? Email [contact email] or open a ticket in the zafue Discord.