ONFA Support

Complaint Handling Regulations

Issuance date: 20/08/2025

I. Complaints from Buyers

In the event of a dispute, the Buyer must submit a complaint via the ONFA application or official support channels, accompanied by relevant evidence such as receipts or transaction screenshots.

1. Order canceled

  • If the system automatically cancels an order due to timeout but the Buyer has already paid, ONFA will contact the Seller to request a refund.

  • If the Seller refuses to refund, ONFA is not liable for compensation.

  • Users who do not cooperate may have their P2P features suspended.

  • The Buyer must provide transaction evidence for ONFA to assist with resolution.

2. Payment amount does not match

  • If the Buyer transfers more than the order amount, ONFA will request that the Seller return the excess.

  • If the Seller refuses, the Buyer bears the risk.

3. Seller does not release assets in a timely manner

  • If the Buyer has paid via an instant payment method but the Seller does not release within 15 minutes → ONFA may release manually.

  • If payment is made via a non-instant method → the Seller has 2 business days to confirm. If there is no response, ONFA will assume the Seller has received the funds and may release manually.

  • The Buyer must respond promptly if ONFA requests additional information to assist resolution.

4. Seller refuses to release

  • If the Buyer has paid the correct amount to the correct account name but the Seller intentionally delays or demands a higher price → ONFA will intervene.

  • If the price is not lower than 10% below the market (or 5% for orders > USD 1,000), ONFA may release manually.

5. Buyer includes sensitive notes when transferring funds

  • If the Buyer includes sensitive keywords in the notes such as: "cryptocurrency", "BTC", "P2P", "ONFA"… → ONFA may require the Seller to return the funds.

  • Any fees incurred during the refund process are borne by the Buyer.

6. Use of abusive language

  • If the Buyer uses abusive language (in chat, order notes, or when communicating with customer support) two or more times → ONFA may temporarily suspend certain P2P functions.

  • Repeated violations may result in permanent P2P account suspension.

Complaint handling time: ONFA will respond within a reasonable timeframe, depending on the complexity of the case.

II. Complaints from Sellers

1. Buyer has not paid but clicked "Paid"

  • If the Buyer does not provide evidence or cannot be contacted → ONFA will cancel the order.

  • The Seller should retain evidence (screenshots, transaction history) to support a complaint.

2. Information or amount does not match

  • If the Buyer pays into an account other than the designated account → ONFA is not responsible and does not guarantee a refund. The Buyer may be suspended.

  • If the Buyer's payment account name does not match KYC → the P2P feature will be suspended. The Seller must return the full amount and provide evidence.

  • If the Buyer pays less than the order amount → the Buyer must transfer the shortfall. If the Buyer refuses, the Seller should return the funds received. The Buyer bears all resulting fees.

  • If the Seller released assets before receiving full payment → the Seller bears the risk.

  • The Seller is responsible for immediately notifying ONFA upon detecting errors to receive timely assistance.

3. Seller releases before receiving funds

  • The Seller is solely responsible if they release before confirming receipt of funds.

  • ONFA is not responsible for any resulting loss.

  • To mitigate risk, Sellers should only release after verifying receipt of funds.

4. Use of abusive language

  1. If the Seller uses abusive language (in chat, notes, or with customer support) two or more times → the account may be suspended.

  2. Multiple violations may result in permanent P2P suspension.

5. Handling of P2P violations

If a Buyer proactively cancels transactions or has transactions canceled by the Seller due to the Buyer's fault (failure to pay within the specified time) three or more times in the same day while posting or matching P2P advertisements, the account's P2P feature will be suspended for 72 hours to ensure stability, fairness, and to prevent abuse of the system.

III. Important notes

  • ONFA reserves the right to suspend or terminate service provision if the User does not cooperate.

  • Users must carefully check prices and terms before placing orders.

  • ONFA does not compensate for cases where Users pay incorrectly, fail to follow instructions, or intentionally violate policies.

  • Users must respond and provide information promptly when requested by ONFA to ensure expedited handling of complaints.

  • Users bear full responsibility for transactions conducted in violation of regulations or arising from subjective errors.

PreviousP2P - Peer-to-Peer TradingNextP2P Trading Regulations

Last updated

Was this helpful?