Escrow Agreement

1. Escrow Process Overview

Our escrow service acts as a trusted third party, holding buyer funds securely until the transfer is verified and complete. This eliminates the risk of fraud for both parties.

Step-by-Step Process

1. Purchase Initiated: Buyer selects listing and initiates purchase. Funds are charged via Stripe and held in escrow.
2. Seller Notified: Seller receives notification to begin transfer process. Transfer must start within 24 hours.
3. Transfer Begins: Seller and buyer coordinate transfer via platform messaging. Optional concierge service available.
4. Ownership Transferred: Handle/domain ownership is transferred to buyer using platform-specific methods.
5. Inspection Period: Buyer has 48 hours to verify full access, ownership, and listing accuracy.
6. Funds Released: If no disputes, funds are automatically released to seller after 48 hours (minus platform fees).

2. Timeline & Deadlines

2.1 Seller Response Time

Sellers must respond to purchase notifications within 24 hours. Failure to respond results in automatic cancellation and full refund to buyer.

2.2 Transfer Completion Window

Most transfers complete within 1-3 days. Complex transfers (domain transfers with registrar delays) may take up to 7 days. Sellers must maintain active communication throughout the process.

2.3 Inspection Period

After transfer, buyers have 48 hours to:

• Verify full account/domain access
• Check for unauthorized sessions or recovery methods
• Confirm follower counts, metrics, and listing accuracy
• Test functionality (posting, messaging, etc.)
• Ensure no platform violations or pending suspensions

If issues are found, buyers must open a dispute before the inspection period ends.

2.4 Automatic Release

If the buyer does not dispute within 48 hours, funds are automatically released to the seller. Buyers may also manually release funds early if satisfied with the transfer.

3. Transfer Methods

3.1 Concierge-Assisted Transfer (Recommended)

Our concierge service provides human-guided screen-share support for secure transfers:

• Scheduled session: Buyer and seller join a scheduled video call with our team
• Guided process: Step-by-step instructions for account handoff
• Security verification: We verify email changes, 2FA setup, and recovery methods
• Documentation: Transfer recorded and documented for dispute resolution

Cost: Included free for transactions over $500. $49 fee for smaller transactions.

3.2 Self-Service Transfer

Buyers and sellers coordinate transfer independently via platform messaging. Steps typically include:

1. Seller provides account credentials (email/password)
2. Buyer changes email and password
3. Buyer adds 2FA and removes seller's recovery methods
4. Seller confirms loss of access

Risk: Higher dispute rate. Use at your own discretion.

3.3 Domain Transfer (Registrar-Based)

Domain transfers follow ICANN-standard procedures:

• Seller unlocks domain and provides EPP/Auth code
• Buyer initiates transfer at their registrar
• Seller approves transfer request
• Transfer completes in 5-7 days

Note: Escrow funds are held until buyer confirms domain is fully under their control.

4. Dispute Process

4.1 Opening a Dispute

Disputes must be opened via the transaction dashboard during the inspection period. Provide:

• Detailed description of the issue
• Screenshots or evidence
• Communication logs with seller (if applicable)

4.2 Investigation Process

Our team reviews disputes within 24-48 hours. We will:

1. Contact both parties for statements and evidence
2. Review transaction history and messages
3. Verify claims with platform data (when possible)
4. Request additional documentation if needed

4.3 Resolution Outcomes

• Full Refund: If seller fails to deliver or listing was fraudulent
• Partial Refund: For misrepresented metrics or minor issues (e.g., follower count 15% lower than listed)
• Release to Seller: If buyer's claims are unfounded or issues are buyer's fault
• Mediated Settlement: Both parties agree to a compromise (e.g., price reduction)

4.4 Appeal Process

If either party disagrees with the resolution, they may appeal within 48 hours. Appeals are reviewed by senior staff and are final.

4.5 Arbitration

Unresolved disputes are subject to binding arbitration per our Terms of Service. Legal disputes must be filed in Delaware, United States.

5. Refund Policy

5.1 Full Refund Scenarios

Buyers receive a 100% refund (including platform fees) if:

• Seller does not respond within 24 hours
• Seller refuses to complete transfer
• Listing was fraudulent or misrepresented
• Account is suspended/banned before transfer (not buyer's fault)
• Seller provides incorrect or non-functional credentials
• Platform violates escrow agreement terms

5.2 Partial Refund Scenarios

Partial refunds apply when the asset is delivered but with discrepancies:

• 10-25% follower difference: 15-30% refund
• 25-50% follower difference: 30-50% refund
• >50% follower difference: 50-75% refund or full refund if extreme
• Minor undisclosed issues: 10-20% refund (e.g., shadowban, engagement restrictions)

5.3 No Refund Scenarios

Refunds are not provided if:

• Buyer violates platform terms after transfer (resulting in suspension)
• Buyer's own actions cause account issues
• Dispute opened after inspection period expires
• Buyer fails to secure account properly (and seller regains access)
• Normal follower fluctuations (<5% variance)
• Buyer changes mind or "just doesn't want it anymore"

5.4 Refund Processing Time

Approved refunds are processed within 3-5 business days back to the original payment method. Stripe processing fees (2.9% + $0.30) are non-refundable per Stripe policy.

6. Fees & Charges

6.1 Platform Fees

6.2 Payment Processing Fees

Stripe charges 2.9% + $0.30 per transaction. These fees are included in the buyer's total at checkout.

6.3 Additional Services

• Concierge Transfer: Free for transactions >$500, otherwise $49
• Professional Appraisal: $99-$249 depending on platform and complexity
• Expedited Dispute Resolution: $199 (reviewed within 4 hours)

7. Security & Fraud Prevention

7.1 KYC Verification

High-value transactions (>$5,000) require identity verification (KYC) for both parties. This includes:

• Government-issued ID verification
• Proof of address (for sellers)
• Phone number verification

7.2 Fraud Detection

Our platform monitors for suspicious activity:

• Stolen or compromised accounts
• Bulk account sellers (likely hacked inventory)
• Velocity limits (users restricted from multiple transactions in short periods)
• IP/device fingerprinting for duplicate accounts

7.3 Seller Reputation

Sellers with poor feedback or dispute history may be subject to:

• Extended escrow hold periods (up to 14 days)
• Mandatory KYC verification
• Account suspension or permanent ban

8. Escrow Agreement Terms

By initiating or accepting a transaction, both parties agree to:

• Comply with the timeline and communication requirements
• Provide accurate information and documentation
• Act in good faith throughout the process
• Accept our dispute resolution decisions as binding
• Not attempt to circumvent escrow or platform fees

This Escrow Agreement is part of our broader Terms of Service. Violations may result in account suspension, forfeiture of funds, and legal action.

9. Contact & Support

For questions about active escrow transactions:

• Email: escrow@exchangehandles.com
• Support: support@exchangehandles.com
• Disputes: Use the in-platform dispute dashboard

Response time: Within 24 hours for all escrow-related inquiries.