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Answers to the questions we hear most often. Can't find yours? Contact us.
General
What is escrow?
Escrow is an arrangement in which a neutral third party holds the payment for a deal until both sides have done what they promised. With Guaranza, the buyer's money is kept safe until the buyer confirms the delivery.
Who can use Guaranza?
Individuals aged 18 or over and businesses, for legal goods and services. Up to a total volume of USD 25,000 you can trade without identity verification; above it, verification is required. One account per person — multiple accounts are not allowed.
Do both parties need an account?
Yes. The party who starts the deal invites the other by email; they create a free account to review and accept the terms.
Who is the escrow agent?
A Guaranza employee assigned to your deal. The agent joins the deal chat, sends payment details privately to the buyer, confirms that payment has arrived, and releases the funds to the seller when the deal is done.
For buyers
When does the seller get my money?
Only after you accept the delivery, or when the inspection period ends without a dispute.
What if the item isn't as described?
Open a dispute before the inspection period ends. The funds stay in escrow while we review the case.
Can I cancel a transaction?
Before you pay, either party can cancel at no cost. After payment, cancellation requires the agreement of both parties or a dispute decision.
For sellers
How do I know the buyer really paid?
Trust only the status in your Guaranza account. Deliver only when it shows “Funds secured” — never based on screenshots or emails.
When will I receive my payout?
After the buyer accepts the delivery, we send the funds to your verified bank account — usually within 1–3 business days, depending on the banks involved.
Fees and payments
How much does it cost?
A percentage of the deal amount that decreases for larger deals, with a minimum fee. Use the fee calculator to see the exact amount.
Which currencies do you support?
US dollars (USD), euros (EUR), British pounds (GBP) and the USDT stablecoin.
How do I pay?
Once both parties accept the terms, your escrow agent sends payment details privately in the deal chat — only you can see them. Depending on the deal, this is a bank transfer, a card transfer or a crypto wallet. Never pay using details received by email or messenger.
Disputes
How is a dispute resolved?
We freeze the funds, ask both parties for evidence and help them reach an agreement. If they can't, our team decides according to the transaction terms and our Dispute & Refund Policy.
How long does a dispute take?
Most disputes are resolved within 10 business days after both parties have provided their evidence.
Account and security
Is my data safe?
We use HTTPS encryption, hashed passwords and strict access controls, and we process personal data in line with the GDPR. We never sell your data.
How do I delete my account?
You can request deletion in your account settings. We delete or anonymize your data, except records we must keep by law — for example, transaction records required by anti-money-laundering rules.