Refund & Dispute Policy
Understanding when refunds are available and how disputes are resolved
Playhold Marketplace uses blockchain-based escrow to protect both buyers and sellers. This policy explains when refunds are available and how our dispute resolution process works.
Refund Eligibility
When Refunds Are Available
Refund-Eligible Situations
- Item or service was never delivered
- Only partial delivery was made (e.g., ordered 1000 gold, received 500)
- Item received doesn't match the listing description
- Service was not performed as described
- Seller cancels the order before delivery
When Refunds Are NOT Available
Non-Refundable Situations
- Order already confirmed: You clicked "Confirm Receipt" and released funds
- Buyer's remorse: You changed your mind or no longer want the item
- Off-platform transactions: Trades conducted outside our marketplace
- Game publisher actions: Bans, item removals, or account actions by game developers after delivery
- Dispute timeout: You failed to respond to dispute requests within 48 hours
- Fraudulent claims: Making false disputes to get free items
Dispute Resolution Process
Step 1: Attempt Direct Resolution
Before opening a formal dispute, we strongly encourage buyers and sellers to communicate through the platform chat to resolve issues. Many problems are simple misunderstandings that can be quickly fixed.
Step 2: Open a Dispute
If direct communication fails, you can open a dispute from your order page. When opening a dispute:
- Select a reason: Choose the category that best describes your issue
- Describe the problem: Provide a clear, detailed explanation
- Submit evidence: Upload screenshots, chat logs, or other relevant proof
Important: Evidence is Critical
The strength of your evidence significantly impacts dispute outcomes. Always take screenshots of what you receive (or don't receive), save chat conversations, and document any discrepancies immediately.
Step 3: Response Period
Once a dispute is opened:
- The other party has 48 hours to respond
- Both parties can submit additional evidence during this period
- If a party fails to respond, the dispute may be resolved against them
Step 4: Review & Decision
Our dispute resolution team will:
- Review all submitted evidence from both parties
- Examine platform chat history
- Compare claims against listing description and order details
- Make a fair decision based on the facts
Step 5: Resolution
Possible outcomes include:
- Full refund to buyer: If the seller failed to deliver or delivered incorrectly
- Partial refund: If partial delivery was made or there was partial fulfillment
- Release to seller: If the buyer's claim is found to be invalid
- Split decision: In complex cases where both parties share responsibility
Dispute Timelines
| Phase | Timeframe | Notes |
|---|---|---|
| Response Window | 48 hours | Both parties must respond within this window |
| Evidence Submission | 48 hours | Additional evidence can be submitted during response period |
| Review Period | 3-7 business days | Complex cases may take longer |
| Fund Release | Immediate | Via smart contract once decision is made |
Refund Method
All refunds are processed through our smart contract escrow system:
- Currency: Refunds are issued in USDC (the same currency used for purchase)
- Destination: Funds return to the wallet address used for the original purchase
- Speed: Once approved, refunds are processed immediately on the blockchain
- Fees: Original marketplace fees are also refunded in full refund cases
Partial Refunds
In some cases, a partial refund may be appropriate:
- Partial delivery: Refund proportional to what wasn't delivered
- Quality issues: Reduced refund if item was delivered but had minor issues
- Shared fault: Both parties contributed to the problem
Partial refund amounts are determined on a case-by-case basis by our dispute resolution team.
Appeal Process
If you disagree with a dispute resolution decision, you may request a review. Appeals must be submitted within 7 days of the original decision and must include:
- Clear explanation of why you believe the decision was incorrect
- New evidence not previously submitted (if available)
- Specific points you want reconsidered
Appeals are reviewed by a different team member. The appeal decision is final and cannot be further contested.
Abuse Prevention
To maintain a fair marketplace, we take dispute abuse seriously:
Consequences of Abuse
- False claims: Filing fraudulent disputes to get free items will result in immediate account suspension
- Repeated frivolous disputes: Pattern of opening baseless disputes will result in warnings and eventual account restrictions
- Evidence tampering: Submitting falsified evidence will result in permanent ban and potential legal action
- Collusion: Working with another party to defraud the marketplace will result in permanent bans for all involved accounts
Cancellations
Buyer Cancellations
If you need to cancel an order before delivery begins, contact the seller through platform chat. Cancellation is at the seller's discretion if they've already started work on your order.
Seller Cancellations
If a seller cancels your order:
- You receive a full refund automatically
- No fees are charged
- The seller may receive a warning or penalty for the cancellation
Special Cases
Account Bans by Game Publishers
If your game account is banned by the game publisher after receiving items or services from our marketplace:
- This is generally NOT covered by our buyer protection
- Real-money trading (RMT) carries inherent risks that buyers accept
- We are not liable for actions taken by game publishers
- Exceptions may be made if the seller's actions directly caused the ban (e.g., using hacked items)
Technical Issues
If blockchain congestion, smart contract issues, or platform technical problems affect your transaction, contact our support team. We will work to resolve the issue and ensure you're not disadvantaged by technical failures on our end.
Contact Support
If you have questions about our refund policy or need assistance with a dispute, please reach out through the platform. Our support team is here to help ensure fair outcomes for all parties.
Last updated: January 28, 2026