Escrow Terms

Escrow is a financial arrangement where a trusted third party (Dukan) holds funds on behalf of a buyer and seller during a transaction. The funds are only released to the seller once the buyer confirms satisfactory delivery.

• Your funds are never sent directly to the seller until you confirm delivery.
• If the seller fails to deliver, you can open a dispute for a full refund.
• If the item received is significantly different from the listing, you can dispute the transaction.
• Escrow funds are held in a segregated account, separate from Dukan's operating funds.

• Buyers must fund the escrow before you are required to ship or deliver.
• Funds are guaranteed — once held in escrow, the buyer cannot withdraw them unilaterally.
• If a buyer fails to confirm delivery within 24 hours and no dispute is raised, funds are auto-released to you.

If a buyer does not confirm delivery or open a dispute within 24 hours of the seller marking the order as delivered, the escrow funds are automatically released to the seller. This protects sellers from unresponsive buyers.

If there is a disagreement about the transaction, either party can open a dispute. Our mediation team will review the case and make a determination. See our Dispute Resolution Policy for the full process.

Possible dispute outcomes:

• Full refund — funds returned to the buyer.
• Partial refund — a portion returned to buyer, remainder to seller.
• Release to seller — if the dispute is found in the seller's favor.

Escrow protection is included in Dukan's standard transaction fee. There are no additional charges for escrow services. The fee is deducted from the seller's proceeds at the time of fund release.

The escrow system must not be used for off-platform transactions, money laundering, or any illegal activity. Attempting to circumvent escrow protections may result in account suspension.

For escrow-related inquiries, contact escrow@dukan.ug.