This policy outlines when you are eligible for a refund on PeerLoot for trades involving in-game Items and Currency.
Our goal is to ensure fair trades for everyone. All refunds are managed through our LootGuard dispute process, which protects both the buyer and the seller by holding the payment in a secure escrow until the trade is successfully completed.
We always recommend communicating with the other trader first in the Order Chat to resolve any issues. This is often the fastest way to solve a problem. If that fails, you can open a dispute to request a refund.
When You Are Eligible for a Full Refund #
As the buyer (“taker”) of a listing, you are eligible for a full refund if:
- Non-Delivery: The seller (“maker”) failed to deliver your order within the guaranteed delivery time specified in their listing.
- Partial Delivery: The seller only delivered a portion of your order within the guaranteed time.
- Not as Described: The items or the amount of currency you received are significantly different from what was described in the listing.
- Items from Illicit Sources: Your game account was negatively impacted (e.g., items removed by the game developer) because the currency or items you received were proven to have been obtained by the seller through fraudulent means.
When You Are NOT Eligible for a Refund #
You are not eligible for a refund if:
- You Purchased by Mistake: You accepted a listing by mistake, but the seller delivered the order correctly as it was described.
- Delivery Time Has Not Passed: The guaranteed delivery time set by the seller has not yet expired.
- You Provided the Wrong In-Game Name: You gave an incorrect character name or user ID, and the seller delivered the order to that incorrect name as instructed.
- Game Ban for Real-World Trading (RWT): Your game account was banned by the game developer for participating in the trade. This is an inherent risk of RWT, and PeerLoot is not responsible for the actions of game developers.
- You Traded the Items Away: You received the items/currency correctly and then traded them to another person or account before claiming there was an issue.
How Refunds Are Processed #
Our refund process is simple and integrated with our LootGuard system.
- A Dispute is Opened: You open a dispute on the order trade page, explaining the issue.
- Funds are Secured: LootGuard immediately ensures the funds in escrow remain frozen and are not released to the seller.
- Support Investigates: Our support team reviews the evidence provided by both parties in the Order Chat.
- Refund to Your Wallet: If the dispute is resolved in your favor, the order will be cancelled, and the full amount will be instantly credited back to your PeerLoot wallet.
There are no processing delays. The funds are immediately available for you to use on another trade or to withdraw.
