Refund & Buyer Protection
Every project unlock on GUINEX is backed by our 72-hour escrow system. Your GP stays protected while you test the code and verify it works.
How 72-Hour Buyer Protection Works
You Unlock
You spend GP to unlock a project. GP is deducted from your wallet atomically.
Escrow Holds
93% goes to creator's Pending Earnings. Funds are held for 72 hours — not released yet.
You Test & Chat
Test the code, read documentation, and message the creator directly via Support Chat.
Release or Dispute
After 72 hours, funds release to the creator. Or file a dispute if issues found.
Protection Coverage
What's Covered (Refund Eligible)
- ✅ Missing core source files that prevent the project from functioning
- ✅ Code that fundamentally doesn't compile or run as described
- ✅ Malware, viruses, or malicious content hidden in project files
- ✅ Significantly misleading project descriptions (major feature claims that don't exist)
- ✅ Duplicate content already available for free on the platform
- ✅ Empty or placeholder files instead of actual project content
What's NOT Covered
- ❌ Personal styling or design preferences
- ❌ Minor bugs in otherwise functional, working code
- ❌ Projects that work as described but don't meet personal expectations
- ❌ Environment-specific issues (different OS, dependency version conflicts)
- ❌ Disputes filed after the 72-hour protection window has closed
- ❌ GP wallet deposits (recharges) — these are non-refundable once credited
How to File a Dispute
Try Creator Support Chat First
Message the creator via the built-in Support Chat on your Orders page. Most issues can be resolved directly — missing dependencies, setup guidance, or compilation help.
Go to Your Orders Page
Navigate to guinex.in/orders.html, find the relevant order, and click "Report Issue" or "Raise Dispute."
Submit Evidence
Describe the issue clearly and attach evidence: screenshots of error messages, compilation logs, proof of missing files, and any Support Chat screenshots showing attempts to resolve with the creator.
Admin Investigation
GUINEX admin reviews all evidence, examines the project content, and may review Support Chat history. Resolution typically takes 24-48 hours.
Resolution & Refund
If resolved in your favor, GP is refunded to your wallet balance. If resolved in the creator's favor, Pending Earnings are released to the creator. Both parties are notified of the decision.
What Makes Strong Evidence
Error Screenshots
Screenshots of compilation errors, runtime failures, or missing file errors when trying to run the project.
Chat History
Proof that you attempted to contact the creator via Support Chat and they didn't respond or couldn't help.
Description Comparison
Side-by-side comparison of what the listing claimed vs. what was actually delivered.
Missing Files Proof
Screenshots of the file structure showing missing components mentioned in the project documentation.
For Creators: How Disputes Affect You
- During an active dispute, the affected earnings remain in your Pending Earnings — they won't release to your Available Balance until the dispute is resolved.
- If the dispute is resolved in your favor, earnings are released normally to your Available Balance after the 72-hour window.
- If the dispute is resolved in the buyer's favor, the GP is refunded to the buyer's wallet and deducted from your Pending Earnings.
- Repeated valid disputes against your projects may affect your creator reputation and could lead to enhanced review of future uploads.
- You can appeal a dispute resolution by contacting guinexadmin@gmail.com with additional evidence.
Important Notes
- Time is critical: Disputes must be filed within the 72-hour buyer protection window. After this window closes, funds are released to the creator and refunds become significantly harder to process.
- Bad-faith disputes: Filing fraudulent disputes (for projects that work correctly) may result in account warnings or restrictions. The escrow system is designed to protect both buyers AND creators.
- GP wallet deposits: Recharges (GP added to your wallet via UPI) are non-refundable once the GP has been credited to your account. The refund policy applies only to project unlock transactions.
- Physical orders: For buyable/physical projects, shipping-related disputes follow a separate process. Contact guinexadmin@gmail.com for shipping issues.
Need Help with a Purchase?
If you're experiencing issues with a project you've unlocked, don't hesitate to reach out.