Refund and Dispute Policy

Part of the Terms of Service.

Most marketplaces publish their dispute rules after you need them. Ours are here, in full, before you place an order — thirteen outcomes, each with the refund range attached to it and the evidence it is decided on. Nothing below is applied at anyone's discretion beyond the stated range.

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1. Before anything else: which document you need

• Your order went wrong — the seller did not deliver, delivered less, delivered something else. That is this document. Open a dispute on the order.
• You changed your mind and the order has not been delivered — that is your right to cancel, and it is a different document.
• You changed your mind after delivery — code D-13 below. There is no refund, and Section 7 explains why.

2. The clock

	Deadline
Buyer confirms delivery, or the order auto-confirms	72 hours after delivery, for most categories. The exact time is on the order, in UTC.
Opening a dispute	Any time before auto-confirmation, or within 72 hours after it
Our first response	12 hours
Our decision	72 hours
Your appeal	72 hours from the decision
Appeal decided	72 hours, by a different person
Refund reaches your balance	Immediately on the decision

Opening a dispute pauses the auto-confirm clock, and pauses the seller's payout hold. Neither restarts until the dispute closes. Nobody gains by stalling.

3. How a dispute is decided

You pick the code that matches what happened. We read: the listing text as it stood when the order was placed, the order's event log and timestamps, the message thread on the order, and whatever evidence the code requires. Then we set a number inside that code's published range.

We ask for a screen recording rather than a screenshot on orders over $300, because at that size a still frame does not show the sequence, and the sequence is usually what the two sides disagree about.

If the seller does not respond to a dispute within the window we give them, it is decided on what we have.

4. The thirteen outcomes

Buyer opens these

Code	What happened	Refund	Evidence
D-01	Nothing arrived in the agreed time	100%	None — the delivery clock decides it
D-02	The seller stopped replying after payment	100%	None — the message thread decides it
D-03	Less arrived than the listing stated	Proportional to the shortfall	Screenshot of what landed
D-04	What arrived does not match the listing	50–100%, by how far apart	Screenshot
D-05	The seller did not cover the in-game transfer cost their listing said they would	That cost, as a share of the price	Screenshot of the charge
D-06	The service produced the opposite of what the listing promised	100%, plus a separate look at anything lost on top	Before/after screenshots, session log
D-07	The service stopped part-way	Only the completed part is paid for	Screenshot of where it stopped
D-08	The service ran late but was delivered	Proportional to the delay, capped at 50%	None — the log carries the timestamps
D-09	The seller took the handed-over account back	100%	Screenshot of the lockout
D-10	Restrictions on the account that existed before handover and were not in the listing	100%	Screenshot of the account state right after handover
D-11	Restrictions that appeared after handover, from causes neither side chose	Capped at 50% — the risk is split	Handover screenshot and one of the current state

D-09 to D-11 apply only to the Accounts category. The full rules for it — the warranty, the disclosure requirements, the five-step handover and the inspection window — are in the Account Trading Rules.

Seller opens these

Code	What happened	Refund	Evidence
D-12	The buyer did not do what the listing plainly required	0% — order released to the seller	Screenshot of the state found
D-13	Delivered as described, and the buyer changed their mind	0%	Proof of delivery

5. What a refund is paid in, and when

A refund goes to your GTAMarket balance the moment the decision is made. From there you can spend it or withdraw it — minimum $5.00, no fee, to a confirmed payout address.

We do not refund to the original payment method. Settlement here is in cryptocurrency and on-chain transactions cannot be reversed; a withdrawal to your own address is the equivalent, and it is faster.

Fees are refunded with the order. If you are refunded 100%, you are refunded 100% — we do not keep our cut of a sale that did not work.

6. Appeals

One appeal, free, on every decision. It is read by someone who did not make the first decision, and answered within 72 hours. Send anything new you have; an appeal that only restates the first message will get the same answer.

The appeal decision is our final word. It does not touch your legal rights — Section 9.

7. What is not a refund reason

• You changed your mind after delivery. In-game value cannot be handed back. Before delivery, see Your Right to Cancel.
• A price moved. The price you agreed is the price.
• You did not read the listing. We decide on the listing text as it stood when you ordered.
• You arranged it off the service. No escrow, no record, no dispute.
• You raised a chargeback. It stops our investigation and does not get you your money sooner.
• A publisher acted on your game account after delivery. Read Section 8.

8. When a game publisher acts

This is the part of the policy people find out about the hard way somewhere else, so we will be direct.

A game publisher can suspend an account, or remove, reverse or reduce in-game value, at any time. It can do that after an order here has completed and been confirmed. It is entitled to; those are its terms with the player, and neither we nor the seller can override them.

For currency and items: once an order is delivered and confirmed, later action by a publisher is not a refund reason under any code above. We are not going to pretend otherwise in order to look generous. What a seller warrants is that the goods were obtained by ordinary play and were theirs to sell — if that warranty turns out to be false, that is D-04 or account closure under the Prohibited Use Policy, and the buyer is refunded. What no seller can warrant, and we will not sell you, is that a publisher will leave you alone afterwards.

For accounts there is one code, and it is a split rather than a refund. D-11 caps at 50%, and the number inside that range is set by how much of what the listing described is still there. The reasoning is simple: the listing was accurate, the buyer completed the handover, and then a third party neither of them controls acted. Making the seller carry all of it would be punishing them for something they did not do; making the buyer carry all of it would be selling a guarantee we never gave. So it is split, the cap is published, and both sides know it before the order exists.

That code exists because accounts are the category a publisher is most likely to act on — transferring one is usually prohibited outright by the publisher's own terms. If that risk is not one you want, the Account Trading Rules say so in their first section, and currency, items and services carry a completely different profile.

If a publisher takes wide action affecting many orders at once, we will say so publicly on the service, freeze payouts in the affected categories while we look, and publish what we are doing. We would rather stop the machine and explain than quietly let losses land on whoever was slowest.

Buy accordingly. This risk is the reason this market exists at the prices it does.

9. Your legal rights

Everything above is how we run the marketplace. It sits on top of your rights under the law, and it does not replace them.

If you are a consumer, you keep every remedy the law of the country you live in gives you, including the right to go to court there. Nothing in this policy requires you to accept our decision instead. Where a competent alternative dispute resolution body exists for a claim against us, we will tell you.

The EU's online dispute resolution platform closed permanently on 20 July 2025. If you find a link to it anywhere on this service, it is a mistake — tell us and we will remove it.

10. Contact

Disputes are opened on the order itself. For anything else: support@gtamarket.store.