Refund Policy

How Escrow Works

Every account sale on Eshabiki is protected by escrow. When you pay, funds are held by Eshabiki and not released to the seller until you confirm that you have received the account credentials and they match the listing description.

Automatic Refund Situations

You are entitled to a full refund if:

• The seller fails to deliver credentials within the agreed delivery window.
• The delivered credentials do not match the listing (e.g., wrong account level, missing coins).
• The account delivered has been previously compromised or is banned.
• You raise a dispute and the administrator rules in your favour.

Non-Refundable Situations

• You have already confirmed delivery — confirmation is final and triggers fund release to the seller.
• You changed your mind after the seller has delivered valid credentials.
• The account was subsequently banned due to your own actions after delivery.
• Platform fees are non-refundable except where Eshabiki determines the seller was at fault.

How to Request a Refund

1. Go to your transaction in the dashboard.
2. Click "Open Dispute" before the dispute window closes.
3. Describe the issue clearly and attach any relevant screenshots.
4. An Eshabiki administrator will review the dispute and issue a decision within 48 hours.
5. If ruled in your favour, the refund will be sent to your M-Pesa number within 1–3 business days.

Shop Orders

For physical or digital items purchased through the Eshabiki Shop:

• Digital items (gift cards, in-game items): refunds are only available if the item was not delivered or is invalid.
• Physical items (peripherals, merchandise): you may request a return within 7 days of delivery if the item is defective or not as described. Return shipping costs are borne by the buyer unless the item was faulty.

Refund Timeline

Approved refunds are processed within 1–3 business days via M-Pesa. Processing time depends on Safaricom's network and may occasionally take longer.

Contact

Questions about a refund? support@eshabiki.com