Refund Policy

Last updated: 25 September 2026

This Refund Policy explains when a refund is available on AccoSwap, how much is refunded, how and when it is paid, and how to request one. It is incorporated into and forms part of the AccoSwap Terms of Service, and should be read together with the Escrow Terms and the Marketplace Rules. Words defined in the Terms of Service have the same meaning here. If this policy and the Escrow Terms differ on a matter relating to an escrow, the Escrow Terms prevail.

1. Key Points

This summary is provided for convenience only and does not replace the full policy below.

• AccoSwap is a marketplace. Purchases are made between Buyers and Sellers, and each payment is held by AccoSwap Escrow until the transfer is complete.
• If an escrow is cancelled before completion, the Buyer is refunded in full, including the escrow fee.
• After completion, a transaction may be reversed only within the 24-hour inspection window and only on the grounds set out in section 6.
• Once the 24-hour inspection window has passed, the transaction is final and no refund is available.
• Premium fees, promotion fees, deposit fees and withdrawal fees are non-refundable, subject to the limited exceptions in this policy.
• All refunds are credited to the user's AccoSwap Wallet in US dollars.

2. Refunds at a Glance

Situation	Refund to the Buyer	Where to request
Seller does not deliver within 24 hours of funding	Full amount paid, including the escrow fee	Message AccoSwap Escrow in the transaction chat
Buyer changes their mind within 24 hours of delivery (Digital Asset unchanged and unused)	Full amount paid, including the escrow fee	Message AccoSwap Escrow in the transaction chat
An item stated in the Listing cannot be delivered	Full amount paid, including the escrow fee	Message AccoSwap Escrow in the transaction chat
Seller cancels before completion	Full amount paid, including the escrow fee	No request needed
Something stated in the Listing or confirmed in chat is untrue (within 24 hours of completion)	Price plus half of the escrow fee	Message AccoSwap Escrow in the transaction chat
Temporary platform login restriction (cooldown, "too many attempts") after the 24-hour no-reason period	No refund; wait for the cooldown to end	Tell AccoSwap Escrow in the transaction chat
More than 24 hours after completion	No refund	—
Charged twice for the same Premium period	The duplicate charge	Email support
Premium could not be used because of a fault on AccoSwap's side	Unused days, at our discretion	Email support
Promotion bought for the wrong Listing (within 1 hour)	No refund; the promotion may be moved to another Listing	Email support
Deposit fees, withdrawal fees, other Premium and promotion fees	No refund	—

3. How Refunds Are Paid

3.1 To your Wallet. All refunds are credited to your AccoSwap Wallet in US dollars. Refunds are not returned to the original card, bank account, PayPal account or cryptocurrency wallet used for a deposit.

3.2 Timing. A refund is normally credited to your Wallet when AccoSwap Escrow processes the cancellation or reversal, or when support approves the request. Where a dispute is open or a review is needed, the refund is credited once that process has concluded.

3.3 Using a refunded balance. A refunded balance may be used for another purchase on AccoSwap, or withdrawn in accordance with the withdrawal rules in the Terms of Service, including the $5 minimum withdrawal and the 2% withdrawal fee.

3.4 Non-refundable fees. Deposit fees and withdrawal fees are charged for processing payments and are not refundable once the payment has been processed. For example, if you deposited funds to buy a Digital Asset and the escrow is later cancelled, the price and the escrow fee are refunded to your Wallet, but the deposit fee is not.

3.5 Third-party charges and exchange rates. Charges imposed by banks, payment providers or cryptocurrency networks, and any differences arising from currency or cryptocurrency exchange rates, are outside AccoSwap's control and are not refunded by AccoSwap.

4. General Conditions for Every Refund

Unless a specific situation in sections 5 and 6 provides otherwise, a refund, cancellation or reversal requested by a Buyer is available only if all of the following conditions are met, in addition to the conditions for that situation:

• The deal was made on AccoSwap. The purchase was agreed on AccoSwap and paid through AccoSwap Escrow. Payments made outside AccoSwap are not protected and cannot be refunded by AccoSwap.
• The request is made in time. The request is made within the time limit that applies to the situation, as set out below.
• The request is made through the right channel. Escrow matters are raised with AccoSwap Escrow in the AccoSwap Chat for the transaction; other matters are raised by email to support (see section 14).
• The evidence is on AccoSwap. Anything you rely on, such as what the Seller promised, is shown in the Listing or in AccoSwap Chat. Conversations outside AccoSwap are not accepted as evidence.
• The Escrow Instructions were followed. The Buyer followed the steps shown on the escrow page, in the order shown.
• The Digital Asset was not changed by the Buyer, except where a step on the escrow page required it.
• No chargeback has been filed for the same payment. A chargeback is handled under section 12, not as a refund.

Where the Seller cancels (section 5.5) or is involved in fraud (section 5.6), the Buyer's refund does not depend on the Buyer's own use of the Digital Asset, but the Buyer must stop using it once the escrow is cancelled.

5. Full Refunds (Before Completion)

A full refund means the Buyer receives back everything paid into Escrow: the price and the escrow fee. It is available only before Completion, and only in the situations below. The Seller receives no payment for a cancelled escrow. In every case, only AccoSwap Escrow can cancel the escrow, after a request is made in the AccoSwap Chat for the transaction.

5.1 The Seller does not deliver

• You receive: a full refund.
• Conditions: the escrow has been Funded, at least 24 hours have passed, and the Seller has not delivered the Digital Asset details or ownership required by the escrow page.
• What you must do: ask AccoSwap Escrow to cancel. You may instead choose to keep waiting.
• Not eligible if: the request is made during the first 24 hours after funding. That period belongs to the Seller for delivery.

5.2 You change your mind after delivery (within 24 hours)

• You receive: a full refund. No reason is required.
• Conditions: the request is made within 24 hours after the Seller's Delivery, and the Digital Asset has not been changed or used and remains in exactly the same condition as when it was delivered. Signing in, or trying to sign in, does not by itself count as using the Digital Asset, even if it triggers a temporary Platform restriction such as a login cooldown.
• What happens next: if AccoSwap Escrow holds the Digital Asset, the escrow is cancelled promptly. If it does not, the Seller is given 12 hours to secure the Digital Asset and confirm, and after 12 hours the escrow is cancelled in either case.
• What you must do: ask AccoSwap Escrow to cancel within the 24 hours, and stop using the Digital Asset.
• Not eligible if: more than 24 hours have passed since Delivery, or the Digital Asset has been changed or used in any way, for example by changing its password, email, name or content.

5.3 A problem appears that you did not cause

• You receive: a full refund.
• Conditions: after the 24-hour period in section 5.2, but before Completion, a problem appears on the Digital Asset that was not caused by the Buyer.
• What you must do: ask AccoSwap Escrow to cancel and provide evidence that you made no changes to the Digital Asset. The Seller must confirm the position.
• Not eligible if: the problem was caused by a change or activity of the Buyer, the evidence does not show that no changes were made, or the problem is a temporary Platform restriction that lifts on its own (see section 5.8). Where the parties disagree, the matter is decided as a dispute under section 8.

5.4 Something stated in the Listing cannot be delivered

• You receive: a full refund.
• Conditions: the Listing states that something is included, for example the original email, and the Seller is unable to deliver it.
• What you must do: tell AccoSwap Escrow in the AccoSwap Chat for the transaction.
• Not eligible if: the item was not stated in the Listing, or you agreed in AccoSwap Chat to continue without it. If you agree to continue, you do so at your own risk.

5.5 The Seller cancels

• You receive: a full refund.
• Conditions: the Seller asks AccoSwap Escrow to cancel at any stage before Completion, for any reason. If the Seller has already transferred the Digital Asset, the Seller must first secure it again.
• What you must do: nothing, other than to stop using the Digital Asset if it was transferred to you.

5.6 The Seller is involved in fraud

• You receive: a full refund.
• Conditions: AccoSwap reasonably believes that the Seller is involved in fraud during the escrow, and AccoSwap Escrow decides to cancel the escrow.
• What you must do: report the problem to AccoSwap Escrow in the AccoSwap Chat and provide any evidence you have.

5.7 Example

A free account buys a Digital Asset listed at $100. The escrow fee is $10, so the Buyer pays $110. If the escrow is cancelled in any of the situations above, the Buyer is refunded $110 to their AccoSwap Wallet. Any deposit fee paid when the funds were added to the Wallet is not refunded (see section 3.4).

5.8 Temporary platform login restrictions

A Platform may temporarily block or delay sign-in during a transfer, for example after too many login attempts ("too many attempts" or "try again later"), when a new device or location is detected, or while a security check or verification is pending. These restrictions come from the Platform, are not caused by the Seller, and usually lift after a cooldown period.

• What you should do: stop trying to sign in and wait for the cooldown to end, because repeated attempts can extend it. Tell AccoSwap Escrow in the transaction chat so the timeline can be extended. The payment stays in escrow while you wait.
• Within 24 hours of Delivery: you may still cancel for a full refund without giving a reason, as described in section 5.2.
• After those 24 hours: a temporary restriction is not a ground for a cancellation, a refund or a reversal.
• Permanent problems: if the restriction does not lift after the cooldown, or the Platform disables the Digital Asset, AccoSwap Escrow reviews the case as a dispute under section 8.
• Seller errors: if sign-in fails because of the Seller, for example incorrect login details, a changed password or a verification code that is not provided, the Seller is responsible for resolving it, and the rules in section 5 apply.

6. Partial Refunds by Reversal (Within 24 Hours of Completion)

After Completion, the Seller has been paid and the transaction is complete. A full refund is no longer available. A reversal is the only remedy, and it is available for a limited period and on limited grounds.

6.1 When a reversal is available

• You receive: the price plus half of the escrow fee. AccoSwap retains the other half for the transfer work already carried out.
• Conditions: all of the following must be true:
  • the request is made within the 24-hour inspection window that starts at Completion;
  • something stated in the Listing, or confirmed by the Seller in AccoSwap Chat before the purchase, proves to be untrue;
  • the Buyer has not changed the Digital Asset; and
  • the funds released to the Seller are still available in the Seller's Wallet (see section 6.3).
• What you must do: message AccoSwap Escrow in the AccoSwap Chat for the transaction within the 24 hours, explain what is untrue, and point to where it was stated in the Listing or confirmed in chat.

6.2 Example

Using the example in section 5.7, if the $100 transaction is reversed within the inspection window, the Buyer is refunded $105 (the $100 price plus $5, half of the $10 escrow fee), and AccoSwap retains $5.

6.3 Availability of funds

A reversal is funded from the payment released to the Seller and can be completed only while those funds remain available in the Seller's Wallet. If the Seller has already withdrawn them, AccoSwap may be unable to complete the reversal. In that case, AccoSwap may take action against the Seller under the Marketplace Rules, but AccoSwap does not pay the refund from its own funds. By accepting a sale, the Seller agrees that the payment released to them may be returned to the Buyer during the inspection window in accordance with this section.

6.4 When a reversal is not available

• more than 24 hours have passed since Completion;
• the matter was neither stated in the Listing nor confirmed by the Seller in AccoSwap Chat before the purchase;
• the Buyer has simply changed their mind;
• the Buyer has changed the Digital Asset;
• a Platform has applied a security check, a temporary login restriction (such as a cooldown after too many sign-in attempts) or a waiting period, and nothing else is wrong;
• the complaint concerns the Digital Asset's performance, earnings, reach or monetization after the transfer.

7. After the Inspection Window

Once the 24-hour inspection window has ended, the transaction is final. No refund or reversal is available, and AccoSwap has no further obligation to move or return any funds in respect of it. This applies even if a Platform later suspends, restricts or removes the Digital Asset. Where a Seller later recovers or takes back a sold Digital Asset and the Buyer provides satisfactory proof, the Seller's AccoSwap Account may be permanently banned, but the payment is not reversed. Buyers should therefore check the Digital Asset carefully during the inspection window and secure it as instructed.

8. Disputes

Either party may open a dispute while an escrow is active or during the 24-hour inspection window. While a dispute is open, the funds continue to be held by AccoSwap Escrow. AccoSwap Escrow reviews the evidence, including the Listing and the AccoSwap Chat between the parties, and decides, acting reasonably and in good faith, whether the funds are released to the Seller or refunded to the Buyer. Where the outcome is not yet clear, the funds remain held until a decision is made.

9. AccoSwap Premium

9.1 Non-refundable. Premium fees, including the processing fee, are non-refundable once paid.

9.2 Exceptions. We will refund a duplicate charge where you are charged twice for the same period. Where a fault on AccoSwap's side prevents you from using Premium and we are unable to resolve it within a reasonable time, we may, at our discretion, refund the unused days.

9.3 Auto-renew. Auto-renew is off unless you turn it on. If you turn it on, each renewal is charged to your Wallet automatically and is non-refundable. To avoid a renewal, turn auto-renew off before the renewal date.

9.4 Cancellation. If you cancel Premium, you keep your benefits until the end of the period you have paid for, and the membership does not renew. Cancelling does not entitle you to a refund for the current period.

10. Promotions

10.1 Non-refundable. A promotion (Featured, Pinned or Bump) is treated as delivered as soon as it goes live. Promotions cannot be cancelled or refunded, including where the Listing is later sold, rejected, suspended or deleted.

10.2 Wrong listing. If you promote the wrong Listing by mistake, you may contact support within 1 hour of purchase and we may move the promotion to another of your Listings. The remaining time is transferred and is not reset. This is not a refund, and no changes can be made after 1 hour.

11. Deposit Problems

11.1 Incorrect deposits. Deposits sent with the wrong amount, to the wrong network or in an unsupported currency may be held for review. We will try to resolve such cases, but we cannot guarantee that the funds can be credited or recovered, and any network or provider fees are not refundable.

11.2 Manual deposits. Bank transfer and PayPal deposits are credited only once confirmed by our team. If a deposit has not been credited, please contact support with your payment details and proof of payment.

12. Chargebacks

If you have a problem with a payment, please contact support before filing a chargeback or payment dispute with your bank or PayPal, so that we can try to resolve it. A chargeback is not a substitute for this Refund Policy. If you file a chargeback or reverse a payment made to AccoSwap, we may freeze your AccoSwap Account and Wallet, deduct the reversed amount from your balance and suspend your AccoSwap Account, as described in the Marketplace Rules.

13. Balances When an Account Is Closed or Suspended

13.1 Closing your account. Before asking us to close your AccoSwap Account, please withdraw any available balance. Where funds are subject to a hold, for example because of an open dispute or a chargeback, they are dealt with once that matter has been resolved.

13.2 Suspended accounts. A suspension does not by itself cancel an active escrow. A suspended Seller may contact AccoSwap Escrow by email to arrange payment for a completed transaction, as set out in the Escrow Terms, unless the Seller is involved in fraud.

14. How to Request a Refund

• Escrow cancellations, reversals and disputes: message AccoSwap Escrow in the AccoSwap Chat for the transaction, within the time limits set out above, and explain the reason for your request.
• Premium, promotions and deposits: email support@accoswap.com from the address linked to your AccoSwap Account, including the date, the amount, the transaction reference (if any) and the reason for your request.

Requests made after the relevant time limit, or through channels other than those above, may not be accepted. We may ask for further information or evidence before deciding a request.

15. Changes to This Policy

We may update this Refund Policy from time to time. The date at the top of this page shows when it was last revised. Changes apply to transactions and payments made after the update takes effect.

16. Contact Us

If you have any questions about this Refund Policy, please email support@accoswap.com or use our contact page.