1. How Escrow Works, and What This Policy Is Not

To reduce risk for both sides, the buyer's funds are held in escrow and released to the seller only once delivery has succeeded. The Company acts solely as an intermediary and mediator and is not a party to the sale.

The real scope of protection: the only mechanism by which the Company can reliably refund a buyer is by not releasing the funds. Protection therefore lasts exactly as long as the funds remain in the Company's hands, and no longer.

2. Normal Transaction Flow

If the buyer takes no action within 2 days of delivery and no dispute is open, the system confirms receipt automatically and proceeds to step ④.

3. The Refund Window (most important)

The refund window is the period during which the funds are still inside the system: from the buyer's payment until the seller's pending balance clears, which is 3 days after delivery is completed.

If you open a dispute within this window, the system automatically stops that payout from clearing. Those funds will not reach the seller's wallet and cannot be withdrawn until the dispute is resolved, even if the review takes longer than 3 days.

Once the window has passed with no dispute filed, the Company does not guarantee a refund, because the funds have entered the seller's wallet and may already have been withdrawn. The Company has no power to compel anyone to return money that has left the system.

4. When You Are Eligible for a Refund

A buyer may request a refund by filing a dispute within the window described in Section 3, including where:

• the item was not received within a reasonable time or within the time the seller promised;
• the item differs materially from the listing;
• full account access was not provided (for example, no access to the registered email, or the email cannot be changed to your own);
• account credentials, items, codes/gift cards or other goods do not work or have already been redeemed;
• the account was reclaimed or taken back by the seller after the sale (see Section 6).

Meeting these conditions determines only that the claim will be reviewed; the outcome depends on the evidence submitted by both sides.

5. When You Are Not Eligible for a Refund

A buyer is not eligible for a refund where:

• the dispute is filed after the window in Section 3 (see also Section 11);
• the buyer changed the account's login details and then claimed the item did not match the listing;
• the buyer altered the account's condition, for example by playing or making purchases on it;
• the account was banned or suspended because of the buyer's own conduct (botting, misconduct, or contacting the game developer);
• the buyer changed their mind and the item matched the listing;
• the risk was specifically disclosed in the listing and accepted in advance;
• the buyer published evidence of a "not as described" or "not working" claim outside the Platform instead of filing a dispute in the system;
• the transaction was agreed or delivered off-Platform with no funds passing through escrow.

6. Game Accounts & Account Reclaim

Sellers are bound by the Terms of Service not to reclaim an account after sale. Doing so is fraud; the Company will claw back the funds, permanently suspend the account, and pursue legal action.

However, the Company's ability to refund the buyer remains limited by the window in Section 3. If the account is reclaimed while the funds are still in the system, the Company will recover them. If it is reclaimed afterwards, the Company will pursue the seller to the fullest extent, but cannot guarantee that you will be refunded.

What a buyer must do immediately upon receiving an account, to close off reclaim routes:

• change the password and change the registered email to one you control;
• enable two-factor authentication on your own device;
• remove the seller's payment methods, phone numbers and recovery emails entirely;
• review active devices and sessions and force sign-out everywhere.

7. Filing a Dispute & Timeframes

1. File through the order page within the window in Section 3, stating the amount claimed and attaching complete evidence (screenshots, chat logs, video, timestamps, URLs, etc.).
2. Once filed, the system immediately stops that payout from clearing and locks it against withdrawal.
3. The other party has 2 days to respond with evidence. If they do not respond in time, the dispute may be closed in favour of the filing party.
4. If the parties cannot agree, the team will mediate and decide on the evidence at its fair discretion.

8. Outcome of a Decision

• In the buyer's favour: a refund is credited to the buyer's wallet (in full or in part, as appropriate).
• In the seller's favour: the funds are unlocked and clear into the seller's wallet on the next cycle automatically, with no new hold period.
• Split decision: a proportionate partial refund.

The team's decision is final within the Platform and does not affect either party's legal rights against the other. Where a legal investigation is under way, disputed funds may be frozen as set out in the Terms of Service.

9. Seller Liability & Clawback

Where a decision finds against the seller and a refund is due to the buyer:

• if the funds are still in the seller's pending balance or wallet, the Company deducts them and refunds the buyer immediately;
• if the seller has already withdrawn, the Company refunds the buyer first and bears the cost itself, and the unrecovered portion is recorded as a debt owed by the seller to the Company;
• that debt is offset automatically against the seller's funds as they re-enter the system, including where a withdrawal request is rejected and the reserved amount returns to the wallet. Offsetting is limited to the amount of debt actually outstanding;
• the Company may suspend withdrawals, selling, or the seller's account until the debt is settled in full.

Where the seller has acted fraudulently, for example by reclaiming an account after sale, the Company may permanently suspend the account and pursue legal action.

10. Refund Method & Timing

Funds refunded by a decision are normally credited to your in-Platform wallet immediately. You may use them for other purchases or withdraw them subject to the withdrawal terms (KYC is 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 your bank or the payment provider.

Refunds by payment channel: as a default, the Company refunds as wallet credit for all channels, so you receive the money immediately and can use it straight away. This is subject to each channel's limitations:

• PromptPay / TrueMoney Wallet: wallet credit only, because the payment provider does not support refunds to source for these channels.
• Credit / debit card: normally wallet credit. If you want the refund returned to the original card, contact the team; card refunds may take several business days depending on the issuing bank and are only possible within the provider's time limits.
• Paid from wallet balance: returned to the wallet immediately.

Cancelling before payment (QR): if you cancel or close the payment page before scanning, the transaction is cancelled and no order is created. If a payment arrives after cancellation (for example, a QR left open and paid later), no order is created and the full amount is credited to your wallet automatically, with a notification.

Minimum-charge difference: where the order total is below the payment provider's minimum charge, the system charges the minimum and the difference is credited to your wallet automatically on successful payment. This is not a refund but credit usable for purchases or withdrawal under the applicable terms.

11. Claims Made After the Window

Reports made after the window in Section 3 do not create a right to a refund from the Company. You may nevertheless always report the matter, and the Company will:

• record and investigate the seller's conduct, and use it in deciding on suspension or legal action;
• consider the matter case by case at its discretion, having regard to the evidence, the seriousness, and the cooperation of both sides;
• where the Company chooses to assist in any case, do so as a goodwill gesture that sets no binding precedent and creates no entitlement in any other case.

This Section does not affect your statutory consumer rights, nor your right to take legal action directly against your counterparty.

12. Payment Disputes with Your Bank (Chargebacks)

If a problem arises with an order, buyers should always file a dispute within the Platform first, so that this policy applies.

Where a buyer files a chargeback or requests a refund directly from their bank or card provider without using the Platform's dispute system, the Company may suspend mediation and any assistance relating to that order, and may temporarily suspend the buyer's account until the matter with the bank is resolved. This is to protect sellers and prevent fraud.

13. Contact

For help with a dispute or a refund, contact us through the Help Centre or at support@maibit.net