Xagio Marketplace

Dispute policy

The written rules we arbitrate by. Published so both sides know the outcome before a dispute is opened.

1. When a dispute can be opened

The buyer may open a dispute from the deal page at any time after payment and before the funds are released, i.e. while the deal is in handover or awaiting confirmation. Once the buyer confirms, or the 72-hour confirmation window has passed without a response, the payout is transferred and the deal is closed. A closed deal cannot be disputed on Xagio; card chargebacks are handled separately (section 6).

2. What we check

Every deal has the same handover checklist. A dispute is decided item by item against it:

  1. Domain transferred to the buyer (registrar push or auth code)
  2. Hosting / DNS access handed over or site migrated
  3. Phone number and call tracking reassigned
  4. CRM, automations, form endpoints and other assets transferred

The seller must show, in the deal conversation, evidence that each item was completed: registrar transfer confirmation or auth code delivery, hosting/DNS credentials or migration confirmation, call-tracking or carrier reassignment, and access to the CRM/automation assets named in the listing's "Included" section. Assets listed under "Not included" are not part of the handover.

3. Outcomes

  • Release. Every included item is demonstrably handed over. The payout transfers to the seller.
  • Refund. A material item (domain, site, or the phone number when included) was not handed over within the deadline and the seller cannot complete it promptly. The buyer is refunded in full and the listing returns to the marketplace. Any assets already transferred must be returned; we can condition the refund on that return.
  • Partial refund. Everything material was transferred but a listed non-material asset was not, or a documented listing claim was materially false (for example a lead count more than 30% above what the seller's own tracking showed). We refund an amount proportionate to the shortfall and release the rest.

4. What is not a valid dispute

  • Lead volume or rankings changing after the sale. Search results move; the listing describes the past, not a guarantee of the future.
  • The renter leaving after the sale. Renter details are seller reported and labelled as such.
  • Buyer's remorse, or a price renegotiation after payment.
  • Items the listing explicitly excluded.

5. Process and timing

When a dispute is opened, funds stay in Xagio's balance. Both parties are asked to post their evidence in the deal conversation within 3 business days. Xagio staff decide within 5 business days of the last submission and record the decision on the deal. The decision is final on the marketplace.

Sellers who miss the 7-day handover deadline are flagged to staff automatically; we may extend the deadline once if the seller is responsive, or refund the buyer if not.

6. Card chargebacks

Xagio is the merchant of record for the buyer's card payment. A buyer who charges back a completed, evidenced handover will have the chargeback contested with the checklist evidence, and their account suspended. Open a dispute here instead: it is faster and both sides are heard.

7. Escrow deals

Deals above the Stripe ceiling run through Escrow.com, whose own dispute process applies to the funds. This policy still governs whether a listing or account stays on the marketplace.

Version 1 · effective September 2026 · Xagio Inc.