Loading...

Payment & Refund Policy

Iselino – Payment & Refund Policy

Last updated: March 2026

This Payment & Refund Policy governs payment processing, escrow handling, refunds, and dispute resolution for transactions on Iselino, operated by Fina Group d.o.o., Ulica Rista Lekica bb, 85000 Bar, Montenegro (“Iselino”, “we”, “us”).

All Buyers and Sellers agree to this Policy when using the platform.

1. Payment Processing

  1. All payments are securely processed through authorized payment service providers.
  2. Iselino does not store full credit card information.
  3. Accepted payment methods include:
    • Credit and debit cards (Visa, MasterCard, etc.)
    • Online wallets (if available)
    • Other local or international payment methods offered at checkout

2. Currency & Exchange Rates

  1. All prices are displayed in the selected currency.
  2. Exchange rates and fees may depend on the user’s bank or payment provider.

3. Escrow & Payouts

  1. Buyers pay the full order amount before services begin.
  2. Payments are held in a secure escrow account until the service is completed and confirmed by the Buyer.
  3. Once confirmed, funds are released to the Seller minus platform commission.
  4. Payouts to Sellers are processed using a shared (SHA) fee structure:
    • Iselino covers fees charged by its payment provider
    • Sellers cover any fees charged by their receiving bank or intermediary banks
  5. Minimum payout amount: €200
  6. Payouts may take 3–7 business days depending on payment method and verification.
  7. Payouts may be delayed for security reasons, including:
    • Pending KYC verification
    • Suspicious activity or potential chargebacks
    • Ongoing disputes

4. Refunds

Refunds may be issued under the following circumstances:

  • The Seller fails to deliver the service as agreed
  • The Buyer cancels before the Seller starts work
  • Both parties mutually agree to a cancellation

Additional rules:

  • Refunds are processed to the original payment method within 5–10 business days after approval.
  • Partial refunds may apply if the service was partially delivered.
  • Platform fees are non-refundable once an order is completed.

5. Dispute Resolution

  1. Buyers and Sellers must first attempt to resolve disagreements directly.
  2. If unresolved, contact support@iselino.com with relevant order details.
  3. Iselino may act as a neutral mediator, reviewing:
    • Communications between parties
    • Service delivery evidence
    • Platform records
  4. Iselino’s decisions aim for fair resolution, but outcomes cannot be guaranteed.
  5. Accounts suspected of fraud may be temporarily suspended or permanently terminated.

6. Taxes & Fees

  1. Buyers and Sellers are responsible for any applicable local taxes, duties, or fees.
  2. Iselino may display or collect taxes as required by law (e.g., EU VAT for B2C transactions).
  3. Sellers are responsible for taxation of their own income (see Seller Agreement, Section 5).

7. Security & Fraud Prevention

  1. Orders are monitored for suspicious or fraudulent activity.
  2. Payouts may be held if potential fraud, scams, or chargebacks are detected.
  3. Sellers or Buyers found manipulating reviews, ratings, or platform systems may face account suspension or termination.

8. Contact

For questions about payments, refunds, escrow, or disputes:

Fina Group d.o.o.
Ulica Rista Lekica bb
85000 Bar, Montenegro

📧 support@iselino.com
Response time: 24 hours, Monday–Friday, CET

End of Payment & Refund Policy