- 1. Scope of This Policy This Refund & Dispute Policy applies to vehicle purchases, export services and value-added services transacted through JORYEA (“the Platform”). It supplements the Terms of Service and, where a transaction uses escrow, the Escrow Agreement; in case of conflict concerning escrowed funds, the Escrow Agreement prevails.
- 2. Funds Held in Escrow Buyer payments are wired directly to the designated trust account of Escrow.com, Inc. and are held until the release conditions in the Escrow Agreement are met (buyer confirmation, inspection acceptance, or expiry of the agreed inspection period). While funds remain in escrow they are not released to the Supplier, and a properly raised dispute freezes release pending resolution.
- 3. Refund Eligibility A Buyer is generally entitled to a refund of escrowed funds where: (a) the vehicle materially fails the agreed pre-shipment inspection; (b) the vehicle delivered materially deviates from the listing — including VIN mismatch, undisclosed accident history, or odometer inconsistency; (c) the Supplier cancels the transaction or fails to ship within the agreed window; or (d) the order is cancelled by mutual agreement before shipment.
- 4. Non-Refundable Amounts The following are not refundable once the corresponding service has been performed: third-party inspection fees for inspections actually carried out; logistics, customs or storage charges already incurred at the Buyer’s instruction; escrow service fees for completed escrow milestones, as defined in the Escrow Agreement; and bank or wire transfer charges levied by financial institutions.
- 5. Raising a Dispute To request a refund or dispute a transaction, open a ticket through the Platform’s support channel (the “Tickets” page under “Me”) and provide the order reference and supporting evidence (inspection report, photographs, shipping documents). The Platform mediates between Buyer and Supplier; where funds are escrowed, the dispute mechanism of the Escrow Agreement governs whether funds are released, returned, or split.
- 6. Refund Method and Timing Approved refunds are returned through the original payment channel — for escrowed transactions, by wire transfer from the Escrow.com trust account to the account nominated by the Buyer. Processing time depends on the banks involved and is outside the Platform’s control; you can follow status through your ticket or by contacting support.
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Legal terms for the cross-border vehicle export platform.
Compliance & regulatory notice
Legal terms for the cross-border vehicle export platform.
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