Refund Policy

• Refunds are processed based on evidence and the transaction status in the system.
• Funds are held until the release conditions or the mediation decision are met.
• Every refund decision is recorded in the transaction history for an audit trail.

• The goods/services were not delivered or performed by the agreed deadline.
• The goods/services do not match the main substance of the agreement, and evidence supports the buyer's claim.
• The transaction was cancelled by agreement of both parties.
• A certain payment technical failure prevented the transaction from continuing.

• The buyer changed their mind after the transaction was completed as agreed.
• Claims without sufficient evidence or that contradict the system's transaction data.
• Disputes outside the scope of the myRekber escrow service.

• Submit a request through the transaction room or the official support channel.
• Attach evidence: transaction ID, timeline, proof of payment, proof of communication/shipping.
• The team performs an initial verification and asks for additional data if needed.
• If there is a dispute, the process goes to mediation and a decision is made based on evidence.
• If approved, the refund is processed to the original payment channel or another valid channel.

• Initial verification: up to 1 business day.
• Dispute handling: on average 1-3 business days (may take longer for complex cases).
• Refund settlement after approval: follows the payment provider/bank SLA (usually 1-14 business days).

The refund amount may take into account service fees, payment channel fees and the transaction's process status at the time of the request. Details per case are shown in the resolution communication.

myRekber reserves the right to reject refunds, restrict accounts or take other action if system abuse, evidence manipulation, or activity that violates policy and applicable law is found.

• Law Number 8 of 1999 on Consumer Protection.
• Government Regulation Number 80 of 2019 on PMSE.
• Minister of Trade Regulation Number 31 of 2023 (and its amendments) on PMSE.

Note: This policy is operational and informational, not legal advice.

For help with a refund request, please contact the official channels on the Contact page.