Policy

Refunds and disputes

Because we hold your payment rather than passing it straight to the seller, a refund is usually a matter of not releasing money that has not moved yet.

When you get a refund

You are refunded in full if any of these are true:

The seller did not deliver by the time they promised.
What arrived does not match the listing — a different rank, a smaller amount, missing items.
An account stopped working, or was recovered by its previous owner, inside the protection window: 5 days for accounts, 1 days for everything else.
You paid, and staff could not confirm the payment or the seller withdrew before the order started.

A refund returns the full amount you paid. We do not keep our commission on a refunded order.

How to raise it

Open a dispute from the order page. Do that rather than only messaging the seller: opening a dispute is what freezes the money and brings staff in. While a dispute is open, nothing can be released.

Say what you expected and what you got, and leave the evidence in the order chat — screenshots, the login screen, the error. Staff read the whole order before deciding, so the record is what decides it.

Where the money goes

A refund lands in your Gamers Mandi balance the moment it is decided. You do not have to ask for it or wait for anyone.

We put it there rather than reversing the original transfer because Easypaisa, JazzCash and bank transfers cannot reliably be reversed once sent. Your balance is instant and does not depend on the provider agreeing to anything.

You then have two choices, and they are genuinely different

Spend it here — instant. Refunded money sits in your balance as Gamers Mandi credit. It buys anything on the site immediately, with none of the wait while we confirm a payment. Nothing to fill in.
Ask for it in cash — reviewed first. If you would rather have the money back in your bank or wallet, ask from the order page. This is a request, not a button that pays out: a member of staff checks it against the payment you originally made and then sends it to the same account it came from.

Refund credit cannot be withdrawn as cash by itself. Cash goes through the request above so that we can check it is going back to the person who paid — a refund route that pays out on demand, to any account, is how a stolen card or a hijacked account gets cashed out. Asking takes a minute and there is no fee for it.

Money you have earned by selling is different. That sits in your balance as available earnings and you can withdraw it yourself, under the ordinary withdrawal rules, once your seller verification is complete.

When we cannot refund

You paid the seller directly. If the money never reached us there is nothing for us to return.
The protection window has closed and the order completed — the money is with the seller.
You changed your mind after receiving a working account or currency that was as described. Escrow covers what you received, not whether you still want it.
The game publisher banned the account for something done after delivery.

Never send money anywhere except the payment page. A seller asking for a direct transfer is asking you to give up every protection on this page.

More detail on how the money is held: escrow protection.