Refund Policy

Once a buyer funds a hold, the money is authorized and held by Stripe on Safehold's behalf, it is not paid to the seller immediately. From this point, one of three things happens:

1. 1. Both sides confirm the deal is done. Funds are released to the seller (minus the Safehold fee) once either party confirms, unless a dispute has been raised.
2. 2. The seller cancels before the handoff. The buyer is refunded in full, with no fee charged.
3. 3. A dispute is raised. The hold is frozen, and a Safehold reviewer looks at the evidence and messages from both sides and decides whether to release the funds to the seller or refund the buyer.

The Safehold fee is not charged if a hold is cancelled before payment, or if the seller cancels before the handoff. If a dispute results in a refund to the buyer, the Safehold fee is refunded along with the purchase price.

Refunds and releases are typically processed within one business day of the decision (confirmation by both parties, seller cancellation, or reviewer decision). Refunds return to the original payment method through Stripe and may take a few additional business days to appear, depending on your bank.

A reviewer's decision on a disputed hold is final for the purposes of that hold. If you disagree with a decision, you can contact us at help@safeholdca.com, though this does not guarantee the outcome will change.

Questions about a specific refund can be sent to help@safeholdca.com, along with your hold ticket number.