P2P Appeal Handling Rules

Buyer Appeals

1. Order Cancelled

If an order is automatically cancelled by the system due to time limits, but the buyer has already made the offline payment, or if the order is mistakenly cancelled after the buyer has paid, HKD.com customer service will diligently reach out to the seller for a refund. If the seller declines the refund, HKD.com cannot be held liable for any resulting losses. In cases of uncooperative users, HKD.com retains the right to temporarily suspend their usage during the transaction.

2. Payment Amount Discrepancy

If the buyer mistakenly pays an amount higher than the order total and clicks the "I have paid successfully" button, they can directly negotiate with the seller. If unable to reach the seller, HKD.com customer service will intervene and request a refund on behalf of the buyer. Should the seller decline the refund, the buyer will be responsible for any resulting financial loss. HKD.com reserves the right to temporarily suspend uncooperative users during the transaction.

3. Seller Doesn't Release Cryptocurrency Timely

If the buyer successfully completes payment using a real-time method but the seller fails to release the cryptocurrency within 30 minutes, HKD.com customer service will intervene and prompt the seller to release the cryptocurrency. If the seller does not respond within the specified timeframe, HKD.com customer service will manually release the cryptocurrency.

For buyers using non-real-time payment methods, delaying the prompt receipt of payment by the seller, HKD.com customer service will notify the seller to release the cryptocurrency within 2 working days. If payment is not received within this time, sellers are required to promptly contact customer service. Failure to do so will be construed as acknowledgment of receipt, prompting HKD.com customer service to manually release the cryptocurrency.

4. Seller Unwilling to Release Cryptocurrency

If the buyer pays the correct amount (with the account holder's name matching the verified name on their HKD.com account), but the seller refuses to release the cryptocurrency and tries to transact at a higher price, HKD.com customer service will manually release the order unless an exceptionally low price (at least 10% below market price) is detected.

Note: For orders over 1000 USD, a 5% price difference will be applied. If the difference exceeds 5%, the order will be cancelled. HKD.com reserves the right to temporarily suspend uncooperative users during the transaction.

5. Buyer Leaves Special Instructions during Transfer, but Seller Does Not Release Cryptocurrency

If the buyer includes sensitive information such as "cryptocurrency," "P2P/C2C," "HKD.com," "Bitcoin," or similar terms during the transfer, despite the seller's instructions not to mention such terms in the terms, HKD.com customer service will reach out to the seller to release the tokens or provide a refund. Any fees associated with the refund will be the responsibility of the buyer.

6. Use of Offensive Language

If either party engages in the use of offensive language on the P2P platform, including but not limited to offensive language in user chat and customer service real-time chat, and if a party is involved in 2 or more appeals, certain features of the user account will be temporarily disabled.

Seller Appeals

1. Buyer Did Not Pay but Clicked "I Have Paid Successfully"

If the buyer fails to make payment, provide payment proof, or become unresponsive within the specified time, HKD.com customer service will cancel the order. If the order is cancelled for the same reason three times or more, certain features of the user account will be temporarily disabled.

If the buyer successfully pays but the seller does not receive the payment, HKD.com customer service will contact the seller to release the cryptocurrency within 2 working days. If the cryptocurrency is not released within the specified time, HKD.com customer service will manually release it. If there are issues with releasing the cryptocurrency, the seller needs to contact customer service to report the problem. If the seller does not contact the support team, it will be considered that they have received the payment.

2. Verification Information or Payment Amount Discrepancy

If the buyer transfers funds to an account other than the one specified by the seller or to someone else's account not listed in the payment information, HKD.com is not liable for any losses in the transaction and does not guarantee a refund. If the buyer repeatedly pays to a non-specified account, customer service has the right to freeze the buyer's account.

If the buyer's account name does not match the verified name on their HKD.com account, the buyer's P2P functionality will be temporarily suspended for violating HKD.com P2P trading rules. At this point, the cryptocurrency will not be released, and the seller must refund the full amount to the buyer. After the seller submits the refund proof and the buyer confirms receipt of the refund, the order will be cancelled. Any fees incurred will be borne by the buyer.

If the buyer has already paid but the amount is less than the order amount, they must pay the remaining amount within the specified time. Any fees incurred will be borne by the buyer. If the buyer fails to respond in a timely manner or refuses to pay the remaining amount, the seller needs to refund the received amount. For uncooperative users, HKD.com reserves the right to temporarily suspend their usage during the transaction. HKD.com is not responsible for any losses in the transaction.

3. Seller Released Cryptocurrency Prematurely Before Confirming Receipt

The seller should report the issue to the customer service. If the buyer does not respond or refuses to cooperate, the seller can report the case to law enforcement.

The seller is solely responsible for releasing cryptocurrency prematurely before confirming receipt. HKD.com is not responsible for any losses in the transaction and cannot guarantee fund recovery.

4. Use of Offensive Language

If either party uses offensive language on the P2P platform, including but not limited to offensive language in user chat and customer service real-time chat, and if a party is subject to 2 or more appeals, some features of the user account will be temporarily disabled. For uncooperative users, HKD.com reserves the right to terminate services during the transaction.