Refund Policy

Last updated: 11 November 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 deal is held by AccoSwap Escrow until the transfer is complete. Payments are received and processed by third-party payment providers.
• If an escrow is cancelled before completion, the Buyer is refunded in full, including the escrow fee.
• Once a transaction is completed, it is final. AccoSwap does not reverse completed transactions, and no refund is available after completion (section 6).
• 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.
• Card payments for Wallet deposits are made to a third-party card payment provider. AccoSwap cannot cancel, refund or reverse a card payment; a balance credited from it is refunded to the Wallet like any other balance (section 11.3).
• In an Escrow Flex transaction, the Buyer pays the price directly to the Seller, so AccoSwap cannot refund the price. Only the escrow fee may be refunded, as set out in section 16.

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 the Escrow Team in the transaction chat
Buyer changes their mind within 24 hours of delivery (Digital Asset unchanged and unused; for TikTok, only before the first sign-in; for an Instagram account you secure yourself, only before you confirm you are signed in)	Full amount paid, including the escrow fee	Message the Escrow Team in the transaction chat
An item stated in the Listing cannot be delivered	Full amount paid, including the escrow fee	Message the Escrow Team in the transaction chat
Seller cancels before completion	Full amount paid, including the escrow fee	No request needed
After completion, something stated in the Listing or confirmed in chat proves untrue	No refund; the transaction is final, and AccoSwap may act against the Seller	Tell the Escrow Team 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 the Escrow Team in the transaction chat
TikTok: the first sign-in cannot be completed within 72 hours because of a platform restriction	Full amount paid, including the escrow fee, if the Escrow Team cancels	Message the Escrow Team in the transaction chat
TikTok: during the securing period after the first sign-in, a problem appears that the Buyer did not cause, and nothing was changed	Full amount paid, including the escrow fee, if the Escrow Team decides so after review	Open a dispute
TikTok account handed over by escrow: TikTok blocks the Buyer's sign-in ("too many attempts")	No refund; wait for the cooldown to end	Tell the Escrow Team in the transaction chat
Instagram you secure yourself: the first sign-in cannot be completed within 72 hours because of a platform restriction	Full amount paid, including the escrow fee, if the Escrow Team cancels	Message the Escrow Team in the transaction chat
Instagram or TikTok moved to you because escrow could not sign in: your own first sign-in cannot be completed either, because of a platform restriction	Full amount paid, including the escrow fee, if the Escrow Team cancels	Message the Escrow Team in the transaction chat
Instagram you secure yourself: during the securing period, a problem appears that the Buyer did not cause, and nothing was changed	Full amount paid, including the escrow fee, if the Escrow Team decides so after review	Open a dispute
Instagram you secure yourself: the account is restricted or locked because the Buyer made changes too early or did not follow the instructions	No refund	—
Any other request 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
Card payment: the cryptocurrency was sent with the wrong amount, on the wrong network or after the payment window closed	Reviewed case by case; recovery is not guaranteed, and provider and network fees are not refunded	Email support with the order number and transaction ID (hash)
Card payment provider's own fee, or a refund of the card payment itself	Not refundable by AccoSwap	Contact the card payment provider
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, payment account or cryptocurrency wallet used for a deposit.

3.2 Timing. A refund is normally credited to your Wallet when the Escrow Team processes the cancellation, 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 (maximum $2 per withdrawal).

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, including the fee charged by a card payment provider when you pay by card, 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 section 5 provides otherwise, a refund or cancellation 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. This includes the price of an Escrow Flex transaction, which is paid directly to the Seller (see section 16).
• 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 the Escrow Team 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 the Escrow Team 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 the Escrow Team 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. For a TikTok account, this is available only until the first sign-in has been completed (see section 5.9). For an Instagram account you secure yourself, this is available only until you confirm that you are signed in (see sections 5.10 and 5.11).
• What happens next: if the Escrow Team holds access to 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 the Escrow Team 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 the Escrow Team 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 the Escrow Team 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 the Escrow Team 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 the Escrow Team decides to cancel the escrow.
• What you must do: report the problem to the Escrow Team 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 the Escrow Team in the transaction chat so the timeline can be extended. The transaction 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 or a refund.
• Permanent problems: if the restriction does not lift after the cooldown, or the Platform disables the Digital Asset, the Escrow Team 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.

5.9 TikTok accounts

• First sign-in not possible within 72 hours: if a Platform restriction stops the first sign-in for 72 hours, you may ask the Escrow Team to take over the sign-in (if you chose to secure the account yourself, but not after the Escrow Team has moved the transaction to you under section 5.11) or to cancel. If the Escrow Team's own sign-in also cannot be completed within 72 hours, you may ask the Escrow Team to cancel. The Escrow Team decides and carries out any cancellation, and you are then refunded in full, including the escrow fee.
• After the first sign-in: the account has to stay signed in for a securing period (about 72 hours) before its settings can be changed. The transaction stays in escrow. During this period you cannot cancel without a reason, even within the 24 hours in section 5.2.
• A problem during the securing period: if a problem appears on the account that you did not cause, and you have made no changes to it, open a dispute. The Escrow Team reviews the evidence and decides whether the escrow is cancelled and you are refunded in full.
• After the Escrow Team hands the account to you: the transaction is complete and the Seller has been paid. If TikTok blocks your sign-in (for example "Maximum number of attempts"), stop, wait for the cooldown to end and message the Escrow Team. This is not a ground for a refund.

5.10 Instagram accounts you secure yourself

• First sign-in not possible within 72 hours: if a Platform restriction stops your first sign-in for 72 hours, you may ask the Escrow Team to cancel. The Escrow Team decides and carries out any cancellation, and you are then refunded in full, including the escrow fee.
• After you confirm you are signed in: use the account normally and leave its settings and its email unchanged for about 7 days. The transaction stays in escrow. During this period you cannot cancel without a reason, even within the 24 hours in section 5.2.
• A problem you did not cause: if a problem appears that you did not cause, and you have made no changes, open a dispute. The Escrow Team reviews the evidence and decides whether the escrow is cancelled and you are refunded in full.
• Changes made too early: if the account is restricted or locked because you made changes before the securing period ended, or did not follow the steps on the escrow page, you are not entitled to a refund or cancellation.
• After you confirm the account is secured: the Escrow Team makes a final check and then pays the Seller. A dispute can no longer be opened for the transaction.

5.11 When the Escrow Team cannot sign in

• The transaction moves to you: if the Escrow Team cannot complete the first sign-in to an Instagram or TikTok account it was to secure, for example because of "too many attempts", it may move the transaction to you before it changes anything on the account. The Seller's login details are then shown on your escrow page, and you sign in and secure the account yourself as described in sections 5.9 and 5.10, with the periods there running from the moment of the move. You cannot then ask the Escrow Team to take over the sign-in again.
• If your sign-in is blocked too: stop and wait for the cooldown instead of trying again and again. You and the Seller may agree to keep trying for as long as you both wish. If the first sign-in still cannot be completed because of a Platform restriction, you may ask the Escrow Team to cancel. The Escrow Team decides and carries out the cancellation, and you are then refunded in full, including the escrow fee.
• Once you are signed in: the securing period starts. Use the account normally but change nothing for the period stated in section 5.9 or 5.10, then secure it as shown on your escrow page. If the account is restricted or locked because you made changes before the securing period ended, kept signing out and back in, or did not follow the steps on the escrow page, you are not entitled to a refund or cancellation.

5.12 Instagram accounts the Escrow Team secures

• While the Escrow Team secures the account: this may take about 3 to 7 days, because the Platform may need time to recognise a new device. The transaction stays in escrow.

5.13 X accounts the Escrow Team secures

• While the Escrow Team secures the account: this may take about 24 to 72 hours, because the Platform may need time to recognise a new device. The transaction stays in escrow.
• At handover: the transaction is completed and the Seller is paid. After that, the transaction is final (section 6).

6. Completed Transactions Are Final

After Completion, the Seller has been paid and the transaction is complete. AccoSwap does not reverse completed transactions, and no full or partial refund is available after Completion.

6.1 Before you buy

• Check the Listing carefully, and confirm anything important with the Seller in AccoSwap Chat, before you buy.
• Raise any problem with the Escrow Team while the escrow is still open. A dispute can be opened only before Completion (section 8).

6.2 Problems found after Completion

If, after Completion, something stated in the Listing or confirmed by the Seller in AccoSwap Chat before the purchase proves to be untrue, tell the Escrow Team. AccoSwap may take action against the Seller under the Marketplace Rules, but this does not reverse the transaction, and AccoSwap does not pay a refund from its own funds.

7. Finality

Once a transaction is completed, it is final. No refund 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 Listing carefully before buying and secure the Digital Asset as instructed.

8. Disputes

Either party may open a dispute while an escrow is active, before Completion. While a dispute is open, the transaction continues to be held by AccoSwap Escrow and no payment is released or refunded. The Escrow Team reviews the evidence, including the Listing and the AccoSwap Chat between the parties, and decides, acting reasonably and in good faith, whether the payment is released to the Seller or refunded to the Buyer. Where the outcome is not yet clear, the transaction remains 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. Manual 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.

11.3 Card payments. A card payment is made to a third-party card payment provider, not to AccoSwap, so AccoSwap cannot cancel, refund or reverse it. While a card payment is pending, held or under review by the card payment provider or the payment processor, it has not been received and cannot be credited to your Wallet; please check its status with the card payment provider first. If the cryptocurrency was sent with the wrong amount, on the wrong network or after the payment window closed, please do not pay again: contact support with your order number and the transaction ID (hash), and section 11.1 applies. Where less than the full amount arrives, only the amount received is credited.

12. Chargebacks

If you have a problem with a payment, please contact support before filing a chargeback or payment dispute with your bank or payment provider, 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.

The same applies to a card payment for a Wallet deposit, even though it is made to a third-party card payment provider: if it is charged back, disputed or reported as unauthorised, or is reversed by the provider, the related Wallet credit may be reversed and the amount recovered as set out in section 10.7 of the Terms of Service.

In an Escrow Flex transaction, a Buyer who has received the Digital Asset must not reverse, dispute or charge back the payment made to the Seller. This is treated as fraud and may lead to the suspension of the Buyer's AccoSwap Account.

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 the Escrow Team 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 and disputes: message the Escrow Team 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. Escrow Flex Transactions

16.1 The price. In an Escrow Flex transaction, the Buyer pays the price directly to the Seller using the payment details shown on the escrow page. AccoSwap does not receive or hold the price and cannot refund it. If an Escrow Flex transaction is cancelled after the Buyer has paid, the return of the price is a matter between the Buyer and the Seller, and the Digital Asset is not returned to the Seller unless the payment was not shown to have been made or the Seller has returned it to the Buyer.

16.2 The escrow fee. If an Escrow Flex transaction is cancelled before Completion, the escrow fee is refunded in full to the AccoSwap Wallet of the party who paid it, whether that is the Buyer or the Seller. Only the Escrow Team can cancel once the fee has been paid. A request or an escrow fee that expires is not charged.

16.3 Finality. Once completed, an Escrow Flex transaction is final, and the escrow fee is not refundable.

The full rules are set out in section 18 of the Escrow Terms.

17. Contact Us

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