Refund Policy

Shaako (shaako.bd) acts as an escrow-facilitated peer-to-peer (P2P) platform for digital products. Because of the nature of digital goods, our refund and return policy is governed by our escrow system, dispute resolution process, and the specific transaction type (Standard, Private Deal, or Vault).

For all transaction types, buyer payment is held securely by Shaako. The seller is only paid once the buyer confirms receipt, or once the dispute/protection window expires without a claim. This protects buyers against non-delivery and protects sellers against unwarranted chargebacks.

For standard public and private listings:

• A buyer is eligible for a full refund if the seller fails to deliver within the platform-enforced delivery window.
• If the item delivered is significantly defective, invalid, or materially different from the listing, the buyer must raise an appeal BEFORE confirming delivery.
• Once the buyer confirms delivery, the transaction is final and no refund will be issued.
• Automated cancellation and full refund occur if the seller does not deliver within the maximum time window.

Note on fees: The 1% Platform Fee is non-refundable under all circumstances. The 2% Service Charge is non-refundable if the seller successfully delivered and the buyer confirmed delivery, but is refunded in the case of a seller-side failure or order cancellation.

Private Deals operate under a strict 30-minute payment window:

• If the buyer does not complete payment within 30 minutes of deal creation, the order is automatically cancelled and the listing is reset. No refund is applicable as no payment was processed.
• If payment was completed but the seller fails to deliver, the buyer is eligible for a base refund following the standard dispute process.
• The 1% Platform Fee is non-refundable once an order is placed.
• The 2% Service Charge is refunded if the seller fails to deliver or the order is cancelled.

Vault listings use a specialized buyer protection mechanism:

Protection Window:

• Upon payment confirmation, digital resources are immediately released to the buyer.
• The buyer has a 1-hour Protection Window to verify the resources.
• If the resources are invalid, inaccessible, or materially different from the listing, the buyer must file an appeal WITHIN this 1-hour window.
• Once the 1-hour Protection Window closes without an appeal, the seller is automatically paid out and no further refund can be issued.

Appeal Process:

• When an appeal is filed, the seller\'s payout is paused and the timer is suspended.
• Shaako administrators review all submitted evidence from both parties.
• If the appeal is upheld, the buyer receives a full refund of the item price.
• If the appeal is dismissed, the seller receives their payout.
• Admin decisions on appeals are final.

Chat Support:

• Vault listings may include a post-purchase chat window (per listing settings). This window exists for buyer support and does not extend the appeal window.

Vault slot purchase fees are strictly non-refundable under all circumstances:

• Slot fees are for access to the Vault listing infrastructure, not for any specific item.
• Slots remain allocated even when a listing is marked as Sold. Sellers may resume or relist within their slot at any time.
• We do not issue refunds for unused slots or for slots associated with listings that were rejected or removed for policy violations.

Listing boost fees are strictly non-refundable:

• Boost fees are charged for promoting a listing for a defined period.
• Boosts begin immediately upon activation and cannot be paused or transferred.
• No refund is issued if a listing is removed for policy violations after a boost is activated.

Vouchers and discount codes applied to orders are non-refundable as cash:

• If an order is refunded due to seller fault, the voucher discount is restored as a platform credit where applicable.
• Expired or single-use vouchers that have been redeemed cannot be reinstated.
• Vouchers cannot be exchanged for cash under any circumstances.

Refunds will NOT be issued if:

• The buyer has already confirmed delivery and finalized the transaction.
• The Vault 1-hour Protection Window has expired without an appeal being filed.
• The buyer simply changes their mind after the product is correctly delivered.
• The transaction was conducted or completed outside of the Shaako platform.
• The appeal is found to be in bad faith, fraudulent, or unsupported by evidence.
• The issue stems from the buyer\'s own error (e.g. wrong account used, forgetting to verify resources within the window).
• The 1% Platform Fee, Vault slot fees, and boost fees once activated/placed.

The platform automatically cancels and refunds orders in the following scenarios:

• Standard orders: Seller fails to deliver within the maximum delivery window.
• Private Deals: Buyer fails to complete payment within the 30-minute window.
• Any order: Both parties mutually cancel before payment is processed.

Automated refunds are processed to the buyer\'s original payment method or platform wallet within the timeframe determined by the payment provider.

All disputes must be raised via the in-app appeal system before confirming delivery (or within the Vault Protection Window). Shaako administrators review all evidence submitted by both parties. The admin decision is final and constitutes the resolution of the dispute. Users agree to this process by using the Platform.

Approved refunds are credited back to the buyer\'s original payment method or platform wallet. Please note:

• EPS gateway fees (e.g. Cash Out fees of 1.8%, Send Money ৳5) may be deducted depending on the payment provider\'s policy and the method used.
• Refund processing times depend on the payment provider and may take 1–5 business days to reflect.
• Platform wallet refunds are typically instant.