Exchange and returns

Madbid strives to ensure maximum security and transparency for all transactions. Our exchange and refund policy is designed to protect both buyers and sellers of digital assets.

Conditions Under Which an Exchange or Refund Is Possible

We provide the option to exchange a digital asset or receive a refund in the following situations:

  • Platform technical errors: if a system malfunction prevents the correct transfer of access to the digital asset.

  • Access issues: if after the purchase the provided access details do not work or do not match the description.

  • Mismatch of characteristics: if the actual metrics of the digital asset (number of subscribers, reach, traffic, etc.) differ significantly from those stated in the listing.

  • Account/channel suspension: if the purchased digital asset is blocked within 24 hours after the transaction due to issues that existed prior to the sale.

Refund Procedure and Review Timeframes

The process of issuing a refund or exchanging a digital asset follows this structure:

  1. Submitting a request: the buyer must submit a request for exchange or refund within 24 hours after the transaction is completed.

  2. Request review: the Madbid team reviews the request and verifies the circumstances within 24 hours.

  3. If the refund is approved: the funds are returned to the buyer using the same payment method within 3–5 business days.

  4. If an exchange is approved: the seller may correct the issue or offer an alternative digital asset.

Cases in Which an Exchange or Refund Is Not Provided

An exchange or refund cannot be issued in the following situations:

  • more than 24 hours have passed since the transaction was completed;

  • the buyer has already made changes to the purchased asset (passwords, profile data, content);

  • the issues arose due to the buyer’s actions after the purchase;

  • the buyer ignored or violated the Escrow Agent’s instructions during the asset transfer;

  • the reason for dissatisfaction is subjective and does not contradict the listing description;

  • the digital asset was blocked due to the buyer violating the platform’s rules after the purchase.

How to Submit an Exchange or Refund Request

To submit a request for an exchange or refund, use one of the following contact methods:

  • Email: support@madbid.com

  • Feedback form on the website in the “Support” section

  • Support chat in the user’s personal account

Madbid operates as a secure escrow service and makes every effort to resolve all disputes fairly. Please note that in case of a dispute, the funds remain reserved on the platform until the situation is fully resolved.

To speed up the review process, we recommend providing all necessary evidence (screenshots, screen recordings, message history) along with a detailed description of the issue