Refund Policy

General refund logic

A refund in Garant-Pro depends not on the fact that a conversation was cancelled, but on the terms of the specific deal, payment status, delivery status, verification period, and available evidence.

If the parties started a deal through Garant-Pro, funds are not returned automatically only because one participant changed their mind, stopped responding, or wanted to change the terms after the deal had already been confirmed.

The basis for returning, holding, or releasing funds is the agreed deal terms and the materials that can be verified within the official Garant-Pro process.

When the buyer may receive a refund

The buyer may be eligible for a refund if the seller or contractor did not deliver the agreed deal object, failed to complete the required action, missed the deadline, or delivered a different access, file, account, work result, or digital asset than the one stated in the deal terms.

To request a refund review, the buyer must report the problem within the verification period set by the deal and provide specific evidence: a description of the issue, screenshots, messages, technical data, files, or other materials connected with the deal.

General claims without evidence, materials from unofficial chats, or claims submitted after the deal is closed are not sufficient for a refund.

When funds may be released to the seller

Funds may be released to the seller or contractor if the buyer confirms that the deal terms have been fulfilled, or if the available materials show that the agreed terms were completed.

If the buyer received the access, file, work result, or other deal object and did not report a justified issue within the agreed verification period, the deal may be treated as completed.

After funds are released, a refund is possible only in exceptional cases, if this is expressly provided by the deal terms or if Garant-Pro has sufficient materials for additional review.

Partial refund

In some cases, Garant-Pro may propose a partial refund if part of the terms was fulfilled and part was not. This option is possible only when the completed and uncompleted parts can be assessed based on the deal terms and available evidence.

If the parties did not agree partial completion criteria in advance, the dispute may be reviewed based on the overall result of the deal.

Disputes

If a dispute arises between the parties, Garant-Pro reviews the deal terms, messages from the parties, deadlines, statuses, transfer confirmations, verification results, files, screenshots, and other materials received through the official process.

Participants must provide facts, not assumptions. Edited screenshots, incomplete conversations, materials unrelated to the deal, or data from unofficial channels may be disregarded.

During dispute review, the release of funds is paused until the circumstances are clarified.

Garant-Pro fee

The Garant-Pro fee is agreed before the deal begins and covers process support, recording of terms, status handling, communication, and participation in verification or dispute review.

If the deal has started and the service has already provided support, the fee is not refunded even if the main deal amount is returned to one of the parties. This means the refund will not be full: transaction and service fees will be withheld.

External fees

Blockchain network fees, payment provider fees, bank commissions, exchange service fees, and other external system charges are not Garant-Pro fees.

Such costs are considered non-refundable if they were charged by a third party during transfer, exchange, payment processing, or refund processing.

Cancellation before performance starts

If the deal is cancelled before the deal object is transferred, before work begins, and before support-related costs arise, the refund may be reviewed under a simplified procedure.

If one of the parties has already completed part of their obligations, or if the service has already started processing the deal, the refund terms are determined based on the actual status of the deal.

Refund claim deadlines

Refund claims must be submitted before the deal is closed.

Do not close the deal if the terms have not been fully completed. Funds may be sent automatically when the deal is closed.

After the deal is closed, data may be stored for a limited time. If the deal materials have already been deleted according to the retention policy, Garant-Pro may be unable to review a new claim.

Official channels

All refund requests, objections, evidence, and clarifications must be sent only through official Garant-Pro channels listed on the Contacts page.

Garant-Pro does not review refunds based only on arrangements made in private chats, messages from unverified middlemen, or materials that did not pass through the official service process.