Refund and dispute policy
Every Trokazo order is covered by buyer protection. Payment is held until you confirm delivery, and you can open a dispute from the order page until then. This page restates the refund rules in our terms of service.
In short
- You pay Trokazo, not the seller. The seller is paid only after you confirm delivery.
- Open a dispute before you confirm if the order is late, missing or not as described.
- A refund is for the full amount, including the 5% buyer fee.
- Offers delivered by partner sellers from other marketplaces are covered the same way, and Trokazo handles the refund.
- Purchased accounts are covered if the original owner recovers them within 14 days of delivery.
- Once you confirm delivery, the order is final and the seller is paid.
When you get a full refund
You get a full refund, including the buyer fee, if:
- The seller does not deliver within the stated delivery time.
- What you receive does not match the offer, such as a lower amount or a different item.
- A purchased account is recovered by its original owner within 14 days of delivery.
A dispute can only be opened before you confirm delivery. When you buy an account, change the password, recovery email and security questions first, and confirm only once you have full control.
What is not covered
- Orders you have already confirmed. Confirming releases the payment to the seller and closes the order.
- Delays caused by wrong details you gave at checkout, such as a misspelled character name or the wrong server.
- Deals moved off Trokazo. Conversations and payments outside the platform lose buyer protection.
- Actions a game publisher takes against an account or its items, such as bans, resets or removed items. Trokazo has no control over what game publishers do.
How a dispute works
- Open the order and choose Open a dispute. The button is there until you confirm delivery.
- Pick the reason that fits and describe the problem in at least 20 characters: what you ordered, what you received and when.
- The order changes to Disputed, the seller is notified and the payment stays on hold.
- Our team reviews the order and the order chat, then either refunds you or releases the payment to the seller.
- The order page shows the outcome: refunded, or completed with the payment released.
If the seller delivers during the dispute and you are happy, you can still confirm delivery. That closes the dispute in the seller's favour and pays them.
Late delivery: once the delivery time on the offer has passed, the order page shows how long ago. Message the seller first. If they do not answer, open a dispute with the reason Seller did not deliver in time.
How refunds are paid
A refund covers the order amount and the buyer fee. For orders paid with your Trokazo balance, the money goes back to your balance, where you can spend it again or withdraw it from the balance page. Every movement is listed in your balance history.
For sellers
Sellers are paid when the buyer confirms delivery or when a dispute is resolved in their favour. Sale payments can be withdrawn after a 72-hour hold. If an order is refunded after the sale was credited, the sale is reversed from the seller's balance.
Never ask a buyer to confirm delivery before they have received the order. Repeated valid disputes can lead to account suspension. How selling works covers the whole process.