Refund Policy

Vplaza operates an inbuilt escrow payment system owned by Velux World Ltd to guarantee security between buyers and sellers for transactions performed inside the app:

• In-App Purchases: When you buy an item through the Vplaza app checkout, your money is securely deposited in our inbuilt escrow wallet and held until you confirm receipt.
• Offline transactions: Please note that Vplaza allows users to meet personally outside the app to perform cash or direct local exchange transactions. These self-coordinated offline transactions are not processed or protected by the Vplaza escrow system.
• Mandatory In-App Escrow: If you choose to log or execute the transaction inside the Vplaza application, you must use the built-in escrow system.

Confirmation of delivery is a critical action:

• The Confirmation Action: Once you receive and verify your item, you must confirm receipt through the Vplaza app or website.
• Finality of Release: As soon as you click confirm, the escrowed funds are immediately and permanently released to the seller.
• No Post-Confirmation Refunds: Once funds are released to the seller, the transaction is finalized. Velux World Ltd cannot claw back, refund, or reverse transactions after this point since the money is no longer in our possession. Please inspect items thoroughly before confirming.

If the transaction goes wrong, you should raise a dispute immediately:

• Do Not Confirm: If the seller fails to deliver, or the product does not match the description, or is defective, DO NOT confirm receipt.
• Open a Dispute: Go to the transaction page in the app or website and click "Open Dispute". This freezes the escrow funds, preventing them from being released automatically.
• Provide Evidence: You will be prompted to submit photos, chat screenshots, or description details explaining the issue.

Escrow refunds are issued under the following circumstances:

• Seller Cancellation: The seller cancels the trade or agrees to refund before confirmation.
• Non-Delivery: The seller fails to deliver within the agreed-upon timeframe, and the buyer requests a refund.
• Dispute Settled for Buyer: Vplaza support completes arbitration and rules in favor of the buyer based on evidence of fraud, incorrect item, or misrepresentation.

When a dispute is opened, Vplaza acts as an impartial arbitrator:

• We review chat history on the Platform, location tracking indicators, and uploaded media evidence from both sides.
• We may ask both parties to submit additional details.
• Decisions are typically made within 48 to 72 hours, and the escrow funds will be disbursed to either the buyer (refund) or the seller (release) accordingly. Decisions by Velux World Ltd on escrow distributions are final.

If you have questions about an active escrow, a refund status, or how to submit evidence, please contact our refund operations department or open an in-app help ticket.