Refund and dispute policy

One page: what happens to your money in every situation, and who acts.

Last updated 2 September 2026

First, three things that are always true

A refund puts Kina back into your PINMart wallet. It does not go to your bank. To get it to a bank, withdraw to your PIN app wallet, then cash out from the PIN app.
Your money is held in escrow from the moment you pay until the moment it is released. While it is held, it has not gone to the seller.
Once the money has been released to the seller, PINMart cannot take it back. That is why you should never confirm before you have the item in your hands.

Buying an item

Situation	What happens to your money	Who acts	How long
You paid, and the seller has not yet marked the item handed over. You change your mind.	Full refund to your PINMart wallet.	You — cancel the order on the order page.	Straight away
You paid, met the seller, and the item is as described.	No refund. You confirm and the seller is paid, minus commission.	You	Straight away
The seller marked it handed over, but the item is wrong, broken, or never arrived.	The money stays frozen in escrow. Nobody is paid until we decide.	You report a problem, then we decide.	We reply within 5 business days
We decide in your favour.	Full refund to your PINMart wallet.	Us	Straight away once decided
We decide in the seller’s favour.	The money is released to the seller, minus commission.	Us	Straight away once decided
The seller marked it handed over and you do nothing.	The money is released to the seller automatically after 7 days.	Automatic	7 days
You paid and the seller never marks handover, and never turns up.	Cancel the order yourself and get the full amount back. Nothing expires against you.	You	Straight away, whenever you choose

Report a problem from the order page, before you confirm. Once you confirm, the money is gone to the seller and the only way back is to agree it with them directly.

Auctions

Situation	What happens to your money	Who acts	How long
You place a bid.	Nothing. Bidding holds no money. Money only moves when you win and pay.	—	—
You win and pay.	The Kina goes into escrow. From here it is the same as any other order, above.	You	—
You win and do not pay.	No money moves. The order is cancelled and the item goes back on sale.	Automatic	24 hours
Your bid is beaten.	Nothing to refund — the money was never taken.	—	—

A bid is a commitment to buy. Repeatedly winning and not paying can get your account suspended.

Digital products

A digital product is a file. You can download it the moment you pay, so it is treated as delivered immediately. That changes the refund rules.

Situation	What happens to your money	Who acts	How long
You downloaded it and simply changed your mind.	No refund. You already have the file.	—	—
The file is broken, empty, or not what the listing described.	The money stays frozen in escrow while we look at it.	You report a problem, then we decide.	We reply within 5 business days
You paid but the file was never actually there to download.	The money is NOT released to the seller. Our system checks the file exists before releasing, and refuses if it does not.	Automatic, then us	Checked at every release attempt
You buy the same digital product twice.	You cannot. The second purchase is refused before any money moves.	Automatic	Straight away

Topping up your wallet

Situation	What happens to your money	Who acts	How long
You pay the exact Kina amount on the QR code.	Your PINMart wallet is credited.	Automatic	Usually under a minute
You start a top-up and never pay it.	Nothing happens. The QR code expires after 10 minutes and no money moved.	Automatic	10 minutes
You pay a DIFFERENT amount from the QR code.	The payment is HELD. It is not credited and it is not lost. A person checks it and then either credits it or sends it back to the PIN wallet that paid.	Us — finance	Our team is alerted the same hour. We reply within 5 business days.
You paid, but the QR code had already expired.	Same as above: held, then either credited or refunded to the wallet that paid.	Us — finance	Same as above
A held payment is refunded.	The WHOLE payment goes back, once, to the PIN app wallet it came from. There is no partial refund and no conversion — Kina out equals Kina in.	Us — finance	Once we have confirmed the payment with PIN

A single top-up must be between K1.00 and K20,000.00. Pay the exact amount shown. If a top-up has not appeared after an hour, email support@pin-mart.com with the amount and the time you paid.

Selling — when money is taken back from you

Situation	What happens to your money	Who acts	How long
The buyer cancels before you mark handover.	Nothing is taken from you — you were never paid. The listing goes back on sale.	Buyer	Straight away
The buyer reports a problem.	Your money stays frozen in escrow. It is not paid to you and not refunded until we decide.	Us	We reply within 5 business days
We decide in the buyer’s favour.	The buyer is refunded in full. You are not paid, and no commission is charged.	Us	Straight away once decided
The sale completes.	You are paid the sale price minus commission. That money settles for 15 days before you can withdraw it.	Automatic	15 days

Commission is only ever charged on a completed sale. A refunded order is charged nothing.

Withdrawals

Situation	What happens to your money	Who acts	How long
You request a withdrawal.	The amount is held out of your balance while our team reviews it, so it cannot be spent twice.	You	Usually paid within 1 business day
You change your mind before it is reviewed.	Cancel it yourself on your account page. The hold goes straight back to your balance.	You	Straight away
We reject it.	The full amount goes back to your available balance, and you are told why.	Us	Straight away
We approve it and pay it.	The Kina arrives in your PIN app wallet. Cash out to your bank from the PIN app.	Us	Usually 1 business day
A payout is approved but still unpaid after 3 days.	Nothing is lost — the money is still held for you. Our team is alerted automatically.	Us	Alert at 3 days

What we cannot refund

Money you sent outside PINMart. If you paid a seller by bank transfer, cash, or straight from your PIN app to their wallet, it never went into escrow and we cannot get it back.
A trade you already confirmed. Confirming releases the money to the seller.
A digital file you downloaded and simply do not want.
Anything bought on another site.

If someone asks you to pay outside PINMart, that is the most common scam on any marketplace. Report it — see Trust & safety.

How to ask for a refund

Open the order on your Orders page.
Use "Report a problem" before you confirm receipt. That freezes the money.
Tell us what is wrong, with photos if you have them.
We look at both sides and decide. You are told the outcome.

If you cannot find the order, or the problem is a top-up, email support@pin-mart.com with the amount, the date and the time.

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