P2PNG Refund Policy
Buyer's Appeal
Order Cancelled:
If the order’s time limit exceeded and was automatically cancelled by the system, but the buyer completed the payment offline, or the order was mistakenly cancelled after payment, P2PNG customer service agents will contact the seller for a refund on a best-effort basis. If the seller refuses, P2PNG is not liable for any resulting loss. Uncooperative users may be suspended.
Payment Amount and Order Amount Do Not Match:
If the buyer pays more than the order amount and clicks "Mark as Paid & Transferred Next," P2PNG will contact the seller for a refund. If the seller refuses, the buyer bears the loss. Uncooperative users may be suspended.
Seller Has Not Released Crypto/Currency On Time:
If the buyer completes payment via a real-time method and the seller fails to release crypto/currency within 15 minutes, P2PNG will intervene and may release it manually. If a non-instant method is used, sellers must release the crypto/currency within 2 working days. If no issue is reported within this time, it will be assumed the payment was received.
Seller Is Unwilling to Release Crypto/Currency:
If the buyer paid the correct amount using a matching KYC name, but the seller tries to renegotiate the price, the crypto/currency will be released manually unless the listed price was abnormally low (more than 10% below market).
Buyer Added Sensitive Remarks in Transfer:
If payment remarks include terms like BTC, crypto, P2P, or P2PNG (despite seller’s warning), customer service will request release or refund. Buyer must bear any associated fees.
Use of Offensive Language:
Use of abusive language in chats or comments will result in partial suspension after two or more appeals.
Seller’s Appeal
Buyer Did Not Pay But Clicked “Mark as Paid”:
If no proof of payment is provided and the buyer is unresponsive, P2PNG will cancel the order. Repeated offenses (3 or more) will lead to suspension.
If the seller hasn’t received payment, P2PNG will attempt to verify and manually release crypto/currency within 2 working days. If the seller doesn’t report any issue, it will be assumed that payment was received.
Mismatch in Verified Information or Paid Amount:
If the buyer pays into the wrong account, P2PNG is not liable. Repeated errors may result in a 30-day suspension.
If the payment name does not match the buyer’s KYC name, P2P access will be suspended for 15 days. The seller must refund the buyer. Order will be cancelled once refund proof is submitted and confirmed.
If the buyer underpays, they will be asked to pay the remaining amount. If they refuse, the seller must refund the received funds. If the seller already released crypto/currency before full payment, the buyer will be asked to complete the balance. If the buyer refuses, the seller bears the loss. P2PNG is not liable.
Seller Released Crypto/Currency Without Confirming Payment:
Sellers must report the issue to customer service. If the buyer is unresponsive, law enforcement may be contacted. Sellers are responsible for losses due to premature release. P2PNG cannot guarantee recovery of funds.
Use of Offensive Language:
Use of abusive language in chats or comments will result in partial suspension after two or more appeals.
P2PNG reserves the right to suspend or terminate access to users who are uncooperative during the dispute resolution process.
