Refund Policy

Effective 20 July 2026

When and how funds held in escrow are refunded to a buyer, including fee treatment on cancelled or disputed deals.

1. Overview

Because EscrowPK holds buyer funds in a segregated escrow account rather than releasing them immediately to a seller, refunds are a core part of how the platform protects buyers. This Refund Policy explains the circumstances under which deposited funds are returned.

2. Refunds Before Shipment

If a seller has not yet shipped the item or begun the service, and both parties agree to cancel the deal, the buyer's deposited funds are processed back to the buyer's registered bank account or mobile account as soon as the cancellation is confirmed, subject to standard bank processing times.

If a seller fails to ship within a reasonable time and does not respond to the buyer, the buyer may raise a dispute under the Dispute Policy to seek a refund.

3. Refunds After Delivery Issues

If a delivered item does not match its agreed description, arrives damaged, or is not delivered at all, the buyer may raise a dispute during the Delivery Confirmation and Acceptance Window described in Section 8 of the Terms & Conditions. A successful dispute can result in a full or partial refund, depending on the evidence and the extent of the issue.

Once the buyer has confirmed delivery and acceptance, or the 12-hour acceptance window has passed without a dispute being raised, funds are released to the seller and are no longer eligible for refund through EscrowPK, consistent with Section 9 (Funds Release) of the Terms & Conditions.

4. Returns

Where the nature of the deal and the agreement between buyer and seller allows for a return (for example, of physical goods), the return process and any related refund follow Section 13 (Returns and Refunds) of the Terms & Conditions and any deal-specific terms agreed by both parties.

5. Fee Treatment on Refunds

The EscrowPK service fee (1% of the deal amount, subject to a PKR 300 minimum and a PKR 25,000 cap, as described in Section 10 of the Terms & Conditions) is charged to cover the cost of holding and administering the escrow, including cases that ultimately end in a refund.

Where a deal is cancelled before deposit, no fee is charged. Where a deal is cancelled or refunded after deposit but before shipment by mutual agreement, the fee is generally waived or refunded in full. Where a refund follows a dispute after shipment, fee treatment depends on the dispute outcome and fault allocation and may be split between the parties.

6. How Refunds Are Paid

EscrowPK does not hold buyer or seller funds in a standing account balance. As soon as a refund is approved, the amount is processed directly to the buyer's registered bank account or mobile account, attached to that specific deal, subject to standard bank transfer processing times.

There is no separate withdrawal request step: once a refund becomes payable, EscrowPK processes it to the buyer's registered account without further action required from the buyer.

7. Freight Deals

Refunds on freight-specific deals follow the same principles above, read together with Section 12 (Freight Deals) of the Terms & Conditions, which governs freight-specific delivery and confirmation mechanics.