1. How the Escrow System Works

For the safety of both parties, the buyer's payment is held in escrow and released to the seller only once delivery is successfully completed. This reduces the risk of fraud on either side. The Company acts only as an intermediary and mediator, and is not a party to the sale.

2. Normal Transaction Flow

If the buyer takes no action within 2 days and no dispute is opened, the system auto-confirms receipt and the transaction is deemed complete.

3. When You Are Eligible for a Refund

Buyers may request a refund by opening a dispute if conditions are met, such as:

• The item was not received within a reasonable time or the seller's guaranteed time
• The item materially differs from the listing
• You did not receive full access to the account (e.g. no email access, or unable to change the email to your own)
• The account/item details provided do not actually work
• The account was reclaimed by the seller, or the password was changed to repossess it after sale, within the protection period (see Section 5)

4. When You Are Not Eligible for a Refund

You may not be eligible for a refund in the following cases:

• You confirmed receipt without evidence of a problem
• You changed the account's login details yourself, then claimed it was "not as described"
• You altered the account, e.g. by playing on it or making purchases, changing its state
• The account was banned or suspended due to your own actions (e.g. botting, inappropriate behavior, or contacting the game developer)
• You changed your mind while the item matches the listing
• The specific risk was disclosed in advance and stated in the listing
• You shared evidence of "not as described" or "not working" on external platforms instead of opening a dispute in the system

5. After-Sale Protection & Account Reclaim

After delivery is complete, the funds released to the seller are held for an additional period (the hold period) of 3 days before the seller can withdraw. This period serves as after-sale protection.

During this protection period, the buyer must secure the account immediately (change password, email, enable 2FA, remove the seller's original payment methods). If the account is reclaimed or repossessed by the seller, the buyer may open an "Account Reclaim" dispute to request a refund.

6. Filing a Dispute & Timeframes

1. Open a dispute on the order page within the after-sale protection period, specifying the refund amount and attaching full evidence (screenshots, chat logs, video, dates, URLs, etc.)
2. The other party has 2 days to respond and provide evidence. If they do not respond in time, the dispute may be closed in favor of the party who opened it
3. If the two parties cannot agree, the team will mediate and decide based on evidence at its fair discretion

7. Outcome of a Decision

• In favor of the buyer: refund to the buyer's wallet (full or partial as applicable)
• In favor of the seller: funds released to the seller as normal
• Compromise: split proportionally as appropriate

The team's decision is final within the Platform. Where a legal investigation is involved, disputed funds may be frozen as set out in the Terms of Service.

8. Seller Liability & Clawback

Where a decision finds the seller at fault and a refund to the buyer is required:

• If the funds are still in the system (not yet withdrawn), the Company deducts from the seller's pending balance to refund the buyer
• If the seller has already withdrawn, the Company may claw back the amount from the seller's remaining balance or future transactions

Where the seller engages in fraud, such as reclaiming an account after sale, the Company may suspend the account and pursue legal action.

9. Refund Method & Timing

Funds refunded from a decision are normally credited to your in-Platform wallet immediately. You may use them to buy other items or withdraw them under the withdrawal terms (KYC verification required before withdrawal).

Withdrawals from the wallet to a bank account are processed on the Company's schedule and may take additional business days depending on the bank or payment provider.

Refunds by payment method: As a rule, refunds are issued as wallet credit by default for all methods, so you receive them instantly and can reuse them. This depends on each payment method's limitations:

• PromptPay / TrueMoney Wallet: refunded as wallet credit only, because the payment provider does not support returning funds to the source for these methods.
• Credit / Debit card: normally refunded as wallet credit. If you wish to have funds returned to the original card, please contact support; card refunds may take several business days depending on your issuing bank and are subject to the provider's time limits.
• Wallet balance payment: returned to your wallet immediately.

Cancelling before payment (QR): If you cancel the transaction or close the payment screen before scanning to pay, the transaction is cancelled and no order is created. If a payment arrives after cancellation (e.g. a QR scanned earlier is paid later), no order is created and the full amount is automatically credited to your wallet with a notification.

Difference from the minimum charge: Where the order total is below the payment provider's minimum charge, the system charges the minimum amount and the difference is automatically credited to your wallet immediately after successful payment (this is not a refund, but credit usable for purchases or withdrawable under the applicable terms).

10. Payment Disputes with Your Bank (Chargebacks)

If a dispute arises about an order, buyers should always open a dispute within the Platform first, so the protections in this policy apply.

If a buyer files a chargeback or requests a refund directly with their bank or card provider without going through the Platform's dispute process, the Company may halt any mediation or assistance related to that order and may temporarily suspend the buyer's account until the matter with the bank is resolved. This protects sellers and prevents fraud.

11. Contact

For help with disputes or refunds, contact us via the Help Center or email support@maibit.com.