Refund & Dispute Policy

Surcal is an escrow-based marketplace, meaning funds are held securely until the transaction is successfully completed. Here is how refunds and disputes are handled.

1. Opening a Dispute

If a buyer claims that the delivery was not made, or the delivery significantly deviates from the accepted bid, the buyer may open a dispute via the dashboard before the auto-release period expires.

2. Timeline & Resolution

Upon opening a dispute, the seller has 48 hours to respond. A Surcal mediator will review the correspondence and deliverables via the platform. Surcal aims to resolve all disputes within 7 business days.

3. Refunds

If the dispute resolves in favor of the buyer, the Escrow funds will be returned to the buyer's original payment method in full. The platform fee may still apply and is non-refundable in certain situations. Partial refunds may also be mutually agreed upon by the seller and buyer during the mediation process.