Refunds
When Can You Request a Refund?
You may be eligible to request a refund under the following conditions:
Before Goods or Services Have Started
If the Seller has not yet begun delivering the goods or services, you can request to:
- Cancel the transaction, and
- Receive a refund of the funds you’ve paid into your Holding Services Account (held in the depositguardian.com Holding account for that transaction).
After Goods or Services Have Started
If the Seller has already started delivering goods or services, a refund may still be possible only if:
- You reject the goods or services within the agreed Inspection Period (if applicable), and
- All parties involved (you, the Seller, and deposit Guardian.com) agree to cancel the transaction and proceed with the refund.
How to Request a Refund
To request a refund:
- Log in to your account at depositguardian.com, or
- Email us at support@depositguardian.com
We’ll work with all parties to ensure a fair resolution in line with your Deposit Holding agreement.
Refunds Initiated by Us
There may be situations where Deposit Guardian initiates a refund to you—even if you haven’t requested one. This can happen if:
- We’re legally required (or believe we are required) to process a refund
- The funds are linked to a prohibited or suspicious transaction
- Refunding avoids a potential dispute or helps reduce operational costs
- The refund falls under a Deposit Guardian refund policy
- The original payment is found to be fraudulent
- A duplicate payment has been made in error
- We believe a refund is needed to prevent a credit card chargeback
Dispute Resolution & Chargebacks
When you fund a transaction and both parties have agreed to its terms:
- You agree to use our Dispute Resolution Process, as outlined in the General Holding Instructions
- You agree to abide by the outcome of that process
- If you’re a Buyer, you agree not to initiate a chargeback with your bank or card issuer, or start any similar “Request for Information”
If you do initiate a chargeback or related dispute:
- You authorise Deposit Guardian to share any necessary information with the relevant parties to challenge that request
- You agree not to contact us for a refund if a chargeback has already been initiated—double recovery is not permitted
How Refunds Are Paid
Refunds will be issued via the same method and to the same account used to make the original payment.
Please note: Our service fees are non-refundable. Any approved refund will be less the applicable Holding fees.
Excessive Refund or Chargeback Requests
To protect our platform and community, we reserve the right to suspend, limit, or close your Holding Services Account if we determine that you have made an unreasonable number of:
- Refund requests, or
- Chargebacks or similar dispute requests through your payment provider