Part of the Terms of Service. Works with the Escrow & Payments Terms.
1. Principles
- Escrow exists so a Buyer only pays for what they actually receive, and a Seller is paid for what they actually deliver.
- Most issues are solved by communicating on the order first.
- If they are not, either party may open a dispute, and GimartHub will make a binding platform decision based on the evidence.
- Digital assets and services are, by nature, not returnable once delivered — so the remedy for a bad order is a dispute, not a "return".
- This policy is published, plain, and time-bound, as expected under Pakistan's e-commerce policy framework and consumer-protection rules. Mandatory statutory consumer rights in your province or country are not waived.
1a. Dispute timelines at a glance
| Stage | Target |
|---|---|
| Open a dispute | Before the buyer-confirmation window ends, or within 30 days of completion for a claw-back / loss-of-access claim |
| Each party's turn to submit evidence | 48 hours per turn (timers pause while a dispute is open) |
| First GimartHub response after a dispute is opened | Within 2 business days (faster for "not delivered" past the deadline and for safety issues) |
| GimartHub decision | Target within 5 business days of receiving the required evidence; complex or high-value cases may take longer, and we will say so |
| Refund initiated after a buyer-favoured decision | Promptly; the money then arrives on the payment provider's timeline (often 3–10 business days, longer for bank transfers). Refunds to your GimartHub Balance are instant. |
2. When a Buyer is entitled to a refund
A full or partial refund is appropriate when, for example:
- Not delivered: the Seller did not deliver within the stated time and grace period.
- Cannot be delivered: the Seller cancels, is unresponsive, or the asset is out of stock.
- Not as described: the asset materially differs from the Listing at the time of purchase (wrong region, rank, level, missing items/skins, undisclosed ban, wrong currency amount).
- Access lost quickly: a purchased account is locked, banned, or recovered by the seller or original owner within 30 days of completion, through no fault of the Buyer.
- Unauthorised transaction: the payment was not authorised by the account holder (subject to verification and fraud review).
3. When a refund is usually not given
- The Buyer changed their mind after a correct delivery ("buyer's remorse").
- The Buyer confirmed delivery (or let the confirmation window lapse) and only complained much later, absent a qualifying claw-back or fraud.
- The asset was banned/devalued due to the Buyer's own actions after delivery (cheating, ToS breaches, sharing credentials).
- The Buyer changed the account after delivery — password, recovery email, linked phone, 2FA, security questions, or other settings — and then reports it as "not working", "broken", or "not as described". Once a Buyer secures an account, the Seller's original state can no longer be verified independently, so these claims are assessed against the Seller's pre-delivery proof and the order timeline and are usually declined unless the fault clearly pre-dates delivery.
- The Buyer cannot provide any evidence for a "not as described" claim.
- The issue is with a third-party game/publisher and unrelated to the Seller's delivery (see the Disclaimer) — though we still consider claw-back and misrepresentation.
4. No general cooling-off for delivered digital goods
Because Listings are digital and delivered immediately or on coordination, there is no automatic right of withdrawal once delivery has been confirmed or auto-confirmed, to the extent the law permits this exclusion. Mandatory consumer rights in your country still apply where they cannot be waived. Before the confirmation window ends, a Buyer can still dispute.
5. How to raise an issue
1. Contact the other party on the order and describe the problem. 2. If unresolved within a reasonable time (or immediately for non-delivery past the deadline), open a dispute on the order and select a reason. 3. Provide evidence (see §7). The other party is notified and asked to respond, usually within 48 hours.
Disputes should be opened before the confirmation window ends, or within 30 days of completion for claw-back/loss-of-access claims. Chargeback claims filed directly with your bank instead of using this process may be treated as AUP violations.
6. How GimartHub decides
- A GimartHub agent reviews the Listing snapshot, order timeline, delivery record, messages, and the evidence from both sides.
- We may ask follow-up questions, request additional proof, or set a deadline for a response. If a party does not respond by the deadline, we may decide on the available record.
- Outcomes: release to Seller, refund in full, refund in part, or a split. We communicate the outcome and a short reason to both parties.
- The decision is final on the Platform. It does not stop the parties pursuing remedies against each other elsewhere, but GimartHub's role ends with the decision and the resulting payout/refund.
7. Evidence standards
| Claim | Seller should show | Buyer should show |
|---|---|---|
| Not delivered | Verifiable delivery: trade log, code redemption, login timestamp, buyer acknowledgement, screen recording | That nothing was received; account/game state |
| Not as described | The asset matches the Listing attributes/screenshots at purchase; pre-delivery working proof | Specific differences vs. the Listing snapshot, with screenshots |
| Account recovered / access lost | Attempts to restore access; that the buyer changed credentials late or breached terms | Loss-of-access evidence, timeline, that credentials were secured promptly |
| Account altered after delivery / "stopped working" | Pre-delivery working proof (screen recording or screenshots captured when the Listing was created or at hand-off), delivery record, that the reported fault post-dates the Buyer's changes | The specific fault, that it existed before any credential or settings change, a timeline and screenshots |
| Boosting incomplete | Progress logs, milestone completion, scope adherence | Current rank/level vs. agreed target, dates |
Pre-delivery proof. A Seller may attach a short screen recording and/or screenshots showing the asset working, captured when the Listing is created or at hand-off. GimartHub keeps this for dispute review only — it is not published or shared with the Buyer unless a dispute makes disclosure necessary. Fabricated or doctored evidence (including proof media) results in an automatic loss and possible ban.
8. How refunds are paid
- By the same route you paid: back to your GimartHub Balance if you paid from your Balance, or by bank transfer to the account you paid from (or an approved alternative recorded on the order).
- In the order currency. FX differences from your provider are outside our control.
- Timing: we initiate refunds promptly after a decision; the money appears based on the provider's timelines (often 3–10 business days, sometimes longer for bank transfers).
- Fees: the Buyer service fee is refunded on a full buyer-favoured outcome. Certain payment-processor fees may be non-refundable; where so, this is disclosed and the refund is net of them (GimartHub may choose to absorb them case by case).
9. Partial and split outcomes
Where fair (e.g. a currency order 70% delivered, or an account largely as described with a minor undisclosed defect), we may refund a portion and release the rest. The order state becomes Refunded (partial) and the Seller receives the released portion minus commission on that portion.
10. Effect on accounts
Dispute outcomes feed Seller and Buyer metrics. Patterns of lost disputes, non-delivery, or frivolous/abusive disputes lead to higher reserves, longer holds, feature limits, suspension, or a ban, per the AUP and Seller Agreement.
11. Contact
Open disputes on the order. For help: the contact page. Escalations and legal notices: the contact page.