Before Payment:

• Orders can be cancelled freely before payment
• No penalties or restrictions
• Items are immediately made available on the market again

After Payment (before trade):

• Cancellation possible within 5 minutes of payment
• Full refund to original payment method
• Processing time: 5-10 business days
• After 5 minutes: subject to seller approval

After Steam Trade Sent:

• ❌ No cancellation possible once the trade offer is sent
• ❌ No refund after the trade is accepted
• ✅ Exception: item not as described
• ✅ Exception: wrong item delivered

Listing Cancellations:

• Listings can be cancelled at any time before sale
• No fees for cancelling unsold listings
• Bulk cancellation tools available
• Automatic cancellation when the item leaves the inventory

After Sale (before trade):

• ⚠️ Cancellation strongly discouraged
• A valid reason must be provided
• Buyer receives a full refund
• Seller receives a warning
• Repeated violations lead to restrictions

Valid Cancellation Reasons:

• Item no longer in inventory
• Steam trade hold received
• Technical issues preventing trade
• Suspicion of fraudulent buyer

Orders are automatically cancelled when:

• Payment fails or is declined
• Seller does not send the trade within 24 hours
• Buyer does not accept the trade within 24 hours
• Item removed from seller's inventory
• Steam API unavailable for an extended period
• Fraud detection triggered
• Account suspension or ban

Result of Automatic Cancellation:

• Full refund to buyer
• No fees for either party
• Email notification sent
• Item relisted where possible

Critical Windows:

• 0-5 minutes: Free cancellation for buyers
• 5-30 minutes: Requires seller approval
• 30+ minutes: Generally not allowed
• After trade sent: No cancellation

Response Times:

• Seller must respond to trade: 24 hours
• Buyer must accept trade: 24 hours
• Support response: 24-48 hours
• Refund processing: 5-10 business days

Refund Methods:

• Original payment method (default)
• SkinMeister Wallet (instant)
• Credit (with 10% bonus)

Processing Times:

• Wallet refunds: Instant
• Credit/debit cards: 5-10 business days

Refund Fees:

• Standard refunds: No fee
• Express processing: €5
• International refunds: Bank fees may apply

The following cannot be cancelled:

• Completed Steam trades
• Delivered digital items
• Wallet withdrawals in progress
• Subscription renewals after processing
• Premium verification fees

Dispute Procedure:

• Contact support within 48 hours
• Provide transaction ID and evidence
• Support investigation (24-72 hours)
• Resolution or escalation to management
• Final decision communicated

Valid Dispute Reasons:

• Item not as described
• Wrong item received
• Item not delivered
• Unauthorised transaction
• Technical platform error
• Duplicate charge

Excessive Cancellations:

• 3+ buyer cancellations/month: Warning
• 5+ buyer cancellations/month: Temporary restriction
• 2+ seller cancellations/month: Warning
• 3+ seller cancellations/month: Listing ban

Consequences:

• Account warnings
• Temporary trading restrictions
• Listing limits
• Required deposits for orders
• Permanent ban for abuse

Cancellations due to circumstances beyond our control:

• Steam service outages
• Payment processor failures
• Natural disasters
• Regulatory restrictions
• Cyber attacks

In such cases, full refunds are granted with no penalties to either party.

Premium Services:

• Cancellable at any time before renewal
• Access retained until end of period
• No pro-rated refunds for unused time
• Reactivation possible at any time

Exceptions may apply for:

• Account compromise/hacking
• Medical emergencies
• Legal requirements
• Platform errors
• Fraudulent listings

Contact support with documentation for special consideration.

We protect buyers through:

• Escrow payment system
• Item verification before trade
• Seller rating system
• Support assistance
• Money-back guarantee on non-delivery