Escrow Policy
Full details on how Bilu Store's escrow system works — hold periods, release conditions, disputes, and refunds.
How every deal flows
- Step 1Escrow holds the paymentYour money is held safely while you arrange the handover.
- Step 2The seller enters your 6-digit codeYou share a 6-digit code at handover, and the seller enters it to confirm receipt.
- Step 3A review window followsYou can inspect the item for a short review window before the payment is released.
- Step 4A person reviews disputesIf something is wrong, our Trust team looks at the evidence by hand.
How escrow works
When a buyer initiates a purchase, Bilu Store holds the payment separately until release.
Neither party can access the funds while in escrow. This guarantees:
- Buyers don't pay for items they don't receive
- Sellers don't deliver without guaranteed payment
- All funds are auditable and protected from platform insolvency
Hold periods
Funds are held according to the following timeline:
| Phase | Duration | Status |
|---|---|---|
| Payment received | Immediate | Funds locked |
| Handover code entered | At handover | Seller enters the buyer's 6-digit code; review window starts |
| Review window | Short window after handover | Buyer inspects the item or opens a dispute |
| Release | When the review window ends | Funds released to seller |
| Dispute opened | Pauses release | Escrow held pending resolution |
| Seller non-delivery | After 7 days | Automatic refund to buyer |
Release conditions
Funds released to seller when:
- The seller enters the buyer's 6-digit code at handover, confirming receipt
- The review window ends with no dispute opened
- Dispute resolved in seller's favor
Funds returned to buyer when:
- Dispute resolved in buyer's favor: item not received, not as described, or counterfeit
- Seller non-delivery: no delivery within 7 days
- Mutual or seller-initiated cancellation
Disputes
A buyer may open a dispute before the review window ends. Opening a dispute immediately freezes escrow funds. Our Trust & Safety team reviews: the original listing, all in-app communications, delivery evidence, and buyer evidence. We aim to resolve within 4 hours. The decision is final for amounts under 50,000 ETB.
Refunds
Approved refunds return the full amount (minus third-party processing fees of 0–0.5%) to the buyer's original payment method. Timelines: Telebirr/CBE Birr within 24 hours; bank transfers 1–5 business days.
Escrow bypass prohibition
- Requesting payment via external bank transfer or mobile money
- Creating fraudulent listings to extract payment without delivering
- Pressuring buyers to share their 6-digit code before inspecting the item
- Coordinating transactions outside the app while using in-app listings
Fees
Bilu Store charges a service fee on completed sales, set by Bilu Store and deducted from the seller's payout. No fees on failed transactions, refunds, or listing creation.
Cancellations
Orders may be cancelled before the handover code is entered. After the code is entered, cancellation requires opening a dispute.
- Buyer cancellation before delivery: full refund, no penalty
- Seller cancellation: full refund to buyer, on-time delivery rate affected
- Mutual cancellation: full refund, no penalties for either party
Questions about escrow
Escrow support
For urgent escrow questions, our Trust team is available 24/7 via the app. For policy questions:
support@bilustore.com
Response within 2 hours for active transactions
Ready to transact safely?
Every deal on Bilu Store is escrow-protected from start to finish.