Refund & Dispute Policy

1. Who Operates This Policy

XureTrade is operated by BYTECRAFT SOFTWARE DEVELOPMENT SERVICES ("ByteCraft", "we", "us", "our"). This Refund & Dispute Policy explains how refund requests, seller releases, and disputed trades are reviewed for XureTrade users in the Philippines.

2. When This Policy Applies

This policy applies to protected XureTrade trades where a buyer pays through the platform, a seller is expected to deliver an agreed item, account, or service, and either party asks XureTrade or a verified lobby middleman to review the trade outcome.

3. Protected Trade Outcomes

• ›Completed / released — funds may be released to the seller after buyer confirmation or a valid review decision.
• ›Refunded — funds may be returned to the buyer if delivery fails, fraud is proven, or a review supports the buyer.
• ›Partially resolved — if supported operationally, XureTrade may help document a partial settlement agreed by the parties.
• ›Cancelled before payment — no protected payment is processed and no refund is required.

4. Refund Eligibility

A buyer may be eligible for a refund when the seller does not deliver, delivers something materially different from what was agreed, cannot prove delivery, or is found to have engaged in fraud, impersonation, or other prohibited activity.

5. When Refunds May Be Denied

A refund may be denied when available evidence shows that the seller delivered as agreed, the buyer confirmed completion, the buyer gave false or misleading information, or the dispute is based on issues outside the agreed trade terms.

6. How to Open a Dispute

Users should raise disputes as soon as possible from the trade room and provide clear evidence. Moving the conversation off-platform may make disputes harder to review and may affect the available outcome.

7. Evidence We May Review

XureTrade may review trade-room messages, uploaded screenshots or files, delivery proof, verification records, payment records, timestamps, middleman notes, and other information reasonably connected to the disputed trade.

8. Review Outcomes

Based on available evidence, XureTrade or an authorized lobby middleman may release funds to the seller, refund the buyer, request more information, keep the trade frozen while payment-provider review is pending, or take account enforcement action.

9. Timelines

XureTrade aims to review disputes promptly, but timing may depend on evidence quality, party responsiveness, middleman availability, payment-provider processing, and applicable Philippine law. Bank or payment-provider refunds may take additional processing time.

10. Chargebacks and Payment Provider Reviews

If a chargeback, reversal, fraud review, or payment-provider investigation occurs, XureTrade may pause the trade, preserve records, cooperate with the provider, and take action based on the provider's decision and the trade evidence.

11. Abuse, Fraud, and Enforcement

Fake evidence, chargeback abuse, impersonation, threats, collusion, or attempts to manipulate the review process may result in refund denial, fund release, account suspension, lobby removal, bans, or preservation of records for legal and compliance purposes.

12. Contact

For refund or dispute questions, contact support@xuretrade.gg.