Refund & Cancellation Policy
100% Escrow Refund Guarantee
Your payment is held safely in escrow throughout the transaction. If the seller does not provide the asset credentials, or if the asset is materially misrepresented, you receive a full refund directly back to your balance or payment source.
1. Principles of Escrow Refunds
Assetra is built so that neither buyer nor seller has to take on counterparty risk. The seller does not receive funds until the buyer has inspected the digital property and clicked "Release Funds". Until that moment, funds remain safely within the escrow contract.
2. When Full Refunds Apply
Buyers are eligible for a complete (100%) escrow refund in the following circumstances:
The seller fails to initiate credential delivery or respond within the designated 24 hour transfer period.
The asset delivered differs substantially from the listing (for example, missing monetization eligibility, active community strikes, or incorrect follower count).
Both buyer and seller mutually agree to cancel the transaction before credential transfer.
3. Non Refundable Conditions
Refunds cannot be issued under the following circumstances:
- Completed and Released Deals: Once the buyer confirms inspection and authorizes release of escrow funds to the seller, the deal is final and cannot be reversed.
- Buyer Remorse: If the asset matches the verified listing accurately, requests to cancel after receiving full admin ownership will not qualify for a refund.
- Off Platform Communication: Transactions or communications conducted outside the Assetra workspace lose escrow protection.
4. Refund Processing Timelines
When an escrow refund is approved:
- Assetra Wallet: Funds are credited back to the buyer's Assetra wallet balance instantly with zero deduction.
- 100% Secure MFS Escrow (bKash / Nagad / Rocket): Direct MFS reversals are processed within 1 to 24 hours to your verified sender wallet.
5. Dispute Mediation Procedure
If a disagreement arises regarding asset specifications, either party may open a dispute in the workspace. Our mediation desk steps in, reviews submitted evidence (screenshots, access logs, video recordings), and issues a determination within 24 to 48 hours.
6. Contacting the Disputes Desk
For assistance with an active escrow cancellation or refund request, contact our team: