1. When escrow applies
Escrow applies to contracts in which both parties chose "escrow payment" inside Mrafad. Anything paid outside the platform is covered by neither this policy nor dispute resolution.
2. Holding the amount
On payment, the full amount is held in the escrow account under the contract's name, and the provider is notified to begin delivery. The held amount does not enter the platform's revenue and is not disposed of.
3. Releasing the amount
The amount is released — in full or by stages — when the requesting company confirms delivery, or automatically three days after the delivery proof is uploaded if no objection is raised within that period.
The platform's commission is deducted on release, the remainder is deposited in the provider's wallet, and the provider may request a payout or cash out early at a tiered discount.
4. Cancellation before delivery begins
If the contract is cancelled by agreement of both parties before delivery begins, the full amount is refunded to the same payment method with no deduction.
5. Cancellation after delivery begins
The case is settled on what was actually delivered, with its proofs: the provider is released the value of what was completed, and the remainder is refunded to the company. If the parties disagree on the amount, a dispute is opened and settled under clause eight.
6. Cases of full refund
- Failure to deliver the service on time without an acceptable excuse.
- A material difference between what was delivered and what the contract stipulated.
- Delivery becoming impossible for a reason attributable to the provider, such as losing a licence or lacking capacity.
- Proof of incorrect information in the offer that influenced the decision to contract.
7. Fees on refund
The platform takes no commission on a contract whose amount was refunded in full. In a partial refund, commission is calculated on the amount released to the provider alone. The payment gateway may apply its own fees on the refund under the client's contract with it.
8. Disputes and decisions
A dispute is opened within the objection period with written evidence; the other party is given seventy-two hours to respond, after which the platform's administration issues a written decision: full release, full refund, or a split at a defined ratio. The decision is enforced automatically against the held amount.
9. How long refunds take to arrive
The refund is executed by the platform within two business days of the decision; its arrival in your account then depends on your bank or card issuer and may take seven to fourteen business days.
10. What this policy does not cover
Any agreement made outside the platform, any payment made directly between the parties, and any dealing arising from a listing on an external platform — none of these is covered by this policy, and none creates any obligation on Mrafad.