How your funds are protected while in escrow
When a Client accepts a Chemist's validation bid or a Manufacturer's production bid, payment is moved out of the Client's wallet (or charged via Stripe) into escrow — a holding state where the funds are not accessible to the Chemist, Manufacturer, or Distributor. The receiving party is not paid until the work is confirmed complete, so the Client is protected for the full duration of the engagement.
When funds are released to a Chemist or Manufacturer
Funds are released from escrow to the Chemist or Manufacturer only after successful completion is confirmed: for validation work, after the Chemist issues a pass decision and the Client confirms; for manufacturing, after the pre-production checklist (validation on file, lab testing, sample approval) is satisfied, the order is produced and shipped, and the Client confirms delivery. The same dual-confirmation model applies to marketplace formula sales, resale orders, and auctions before the seller is paid.
If a product or formula fails validation or QC
If a Chemist rejects a formula during validation, or a manufactured product fails the pre-production or quality-control checks, the funds held in escrow for that step are not released to the Chemist or Manufacturer. The Client is entitled to a full refund of the escrowed amount for the failed step back to their AJ Cosmo Labs wallet (or original payment method, where applicable). The Client may then revise the formula and resubmit, or choose a different Chemist or Manufacturer.
Disputes
If a Client and Chemist/Manufacturer/Distributor disagree about whether work was completed as described, either party can open a dispute. Disputes are reviewed within 5 business days of being opened. During that review, any funds still held in escrow for the disputed step remain frozen and are not released to either party until the dispute is resolved.
Restocking and handling fees
There is no restocking fee or handling fee charged to the Client when a dispute is resolved in the Client's favor. The full escrowed amount for that step is returned to the Client's wallet. AJ Cosmo Labs' platform service fee is only ever retained on completed, confirmed transactions — it is not charged on refunded or disputed steps that resolve in the Client's favor.
What this policy does not cover
Funds already released from escrow after a mutually confirmed completion (i.e., both sides confirmed the work was done) are treated as a completed transaction and are not eligible for retroactive refund through this policy; a subsequent quality issue discovered after confirmation should be raised as a dispute so it can be reviewed on its own facts.
How to request a refund
To request a refund or open a dispute on an escrowed payment, contact [email protected] with your order or project ID and a description of the issue.