A refund or return of held funds depends on the deal status and outcome. This can include a cancellation agreed before completion, a dispute resolved wholly or partly in the Pioneer’s favour, or another result allowed by the published payment and refund rules.

What you need to know

• Funds that remain held are dealt with through the cancellation or dispute outcome rather than disappearing.
• Commission should not be charged on earnings that are not released, subject to the final fee policy.
• Service-fee and payment-processing treatment must follow the published refund terms.
• A completed and approved deal is different from an undelivered or actively disputed deal.
• Use the deal ID and payment reference when asking support about a refund.