Refund & Dispute Policy
Every order on Vaultly is paid into escrow. The seller is only paid once the buyer confirms delivery, the automatic release period passes, or a moderator decides a dispute. This page explains when you can get a refund and how disputes work.
Buyer protection at a glance
- Your payment is held by us, not by the seller, from the moment it's credited.
- You can talk to the seller in the order chat and call a moderator at any time.
- Opening a dispute freezes the payment and stops the automatic release.
- If the seller did not deliver, or delivered something significantly different from the listing, you get your money back.
- No commission is taken on refunded orders.
When you're entitled to a refund
- The seller did not deliver the item or account.
- What was delivered is significantly different from the listing (wrong item, wrong quantity, account missing what was advertised).
- Account login details didn't work, or the account was recovered by the seller before you confirmed.
- The seller cancels or cannot complete the order.
When refunds aren't available
- After you pressed “I received my item”, or after the automatic release 3 days after delivery, because the payment has been released to the seller. (If a seller later recovers a sold account, report it: we will investigate, can ban the seller, and may use any balance they still hold with us to compensate you.)
- You changed your mind after correct delivery.
- A game publisher suspends or resets an item or account because of rules about trading, unless the seller caused it.
- Your own actions caused the problem, for example sharing the account with someone else.
How to open a dispute
- Talk first. Most problems are solved in minutes in the order chat.
- Call a moderator from the order chat if you can't agree. A moderator joins the conversation.
- Open a dispute from the order page while the order is in escrow or delivered. Explain what happened.
- Share evidence in the chat: screenshots, trade logs, timestamps, video. Both sides can respond.
- A moderator decides whether the payment goes to the seller or back to you, and posts the decision in the chat. We aim to decide within 72 hours of receiving the evidence we need.
Moderator decisions are final on Vaultly. They don't affect any legal rights you have.
How refunds are paid
- Refunds are paid in the same cryptocurrency you paid with, for the cryptocurrency amount received for the order.
- After a refund is approved, open a support ticket with the order reference and the address you want the refund sent to. Double-check the address and network.
- The network fee for sending the refund may be deducted from the amount.
- We aim to send refunds within 3 business days of receiving your address, subject to any verification required by law.
Payment problems
- Underpaid: the order isn't marked as paid. Contact support with the transaction ID. We can either return what you sent (minus network fees) or help you complete the payment if the order is still active.
- Paid after the quote expired: contact support with the transaction ID. We will return the funds (minus network fees) or, if the item is still available, help you complete the purchase.
- Overpaid: the order proceeds normally. Contact support to have the excess returned (minus network fees).
- Wrong coin or network: we'll try to help, but funds sent on an unsupported network or to the wrong address may be impossible to recover.
For sellers
A dispute pauses your payout for that order. Respond in the chat with proof of delivery. Sellers who repeatedly fail to deliver, deliver incorrectly or recover sold accounts are suspended under the Seller Terms.
Questions about this document? Open a support ticket or email [email protected].