Frequently Asked Questions

Middleman is an escrow platform designed to help buyers and sellers transact with greater confidence. It provides a structured agreement process so both parties can agree on the terms, fund the transaction, and follow the delivery and confirmation process before funds are released.

The process is straightforward:

1. Create an agreement and enter the agreed terms.
2. Invite the other party to join.
3. Both parties review and accept the terms.
4. The buyer funds the agreement through the available payment options.
5. The seller delivers the agreed goods or services and confirms delivery.
6. The buyer confirms receipt.
7. Funds are released according to the agreement and applicable procedures.

If a disagreement arises, either party can raise a dispute through the platform.

Either the buyer or the seller can create an agreement. The other party must join and accept the terms before the agreement proceeds to funding.

The other party must be able to join the agreement through Middleman's supported invitation process. Follow the invitation instructions provided when you create or share an agreement.

Middleman is designed to facilitate transactions through agreed terms and a structured payment process. Before using the platform, make sure the transaction is lawful and that the goods or services comply with Middleman's applicable terms and restrictions.

Use the available agreement invitation or shareable-link option. Where supported, you can also find the other party using their username or email address. Always confirm that you have selected the correct person before proceeding.

The agreement remains in Awaiting Other Party until the other party joins. Both parties must join and accept the terms before the agreement can proceed to funding.

• Awaiting Other Party: The other party has not yet joined.
• Awaiting Funding: Both parties have joined and accepted the terms, but funding is still pending.
• In Progress: The agreement is funded and the transaction is underway.
• Awaiting Confirmation: The seller has confirmed delivery, and the buyer needs to confirm receipt.
• Disputed: A dispute has interrupted the ordinary fund-release process.
• Completed: The agreement has been completed and funds have been released as applicable.

Some agreement details may be changed. Material changes, such as the amount or timeline, require confirmation from both parties before they take effect. Always ensure the final terms reflect what you and the other party have agreed.

Normal cancellation is available only before any payment has been made. If payment has already occurred, contact support or use the dispute process where appropriate.

No. An agreement does not automatically expire simply because a party has not responded or a delivery timeline has passed. The parties may be prompted to confirm whether delivery occurred.

A missed deadline does not automatically prove that delivery failed, and it does not automatically trigger a refund or release of funds. The parties may be asked to confirm the delivery situation. If there is a disagreement, the dispute process may be appropriate.

Use the payment methods displayed in your Middleman account. The currently supported methods include bank transfer and wallet balance, subject to the options available to you during the transaction.

Allow up to 30 minutes for the deposit to appear. If it is still missing after that period, contact support with your payment reference, amount, approximate payment time, and receipt if available.

Do not make another payment simply because the first deposit is delayed.

Contact support with the references for both payments. Middleman will check the transactions and arrange the appropriate handling of the duplicate payment. Do not assume that a refund has completed until its status is confirmed.

Contact support and provide the expected amount, the amount paid, and the payment reference. Each case is reviewed individually. Do not send an additional payment to correct the difference until the first transaction has been reviewed.

Applicable service and transaction fees are displayed before you confirm the relevant transaction. Review the displayed fee and total amount before proceeding.

Funds released from an agreement are credited to the recipient's Middleman wallet first. The recipient can then withdraw eligible funds to an eligible bank account.

Your wallet may distinguish between available funds and funds that are locked, pending, or subject to a review. Only eligible available funds can be withdrawn. Contact support if you believe the displayed balance is incorrect.

You can sign up, create or join agreements, fund deals, and complete transactions without completing identity verification. KYC approval is required before you can withdraw funds.

Complete the required identity verification, select an eligible bank account that matches your verified identity, and follow the withdrawal instructions in your account. Applicable fees and any required approval will be shown or communicated through the relevant process.

The name-matching requirement is a security measure intended to reduce misuse and help ensure that withdrawals go to the verified account holder. Withdrawals to accounts with mismatched names may be blocked.

The target is to complete verification within 24 hours of submission. If your verification remains pending beyond that period, contact support for follow-up. Actual completion may depend on the review required.

Review the reason shown in the verification process and follow the available retry or resubmission instructions. If you believe the result is incorrect or cannot resubmit, contact support for assistance.

Contact support with the withdrawal reference, amount, approximate time, and status shown in your account. Middleman will check the relevant records. A failed withdrawal does not automatically mean that a reversal or wallet credit has been completed, and a provider processing a payout does not necessarily mean your bank has credited it.

Withdrawal timing depends on the transaction status, any required review or approval, payment-provider processing, and the receiving bank. Contact support if your withdrawal appears delayed. A support response time is not a guarantee of payout completion.

Review the agreement terms and contact the seller where appropriate. If you believe the seller has failed to meet the agreed terms, you can raise a dispute through the applicable process.

The buyer can raise a dispute and provide relevant information. Middleman will review the agreement terms and available evidence rather than assuming that either party is automatically correct.

Either party can raise a dispute when there is a disagreement about the agreement, delivery, or release of funds.

Once the dispute is formally raised, ordinary fund release is stopped while the case is handled. Both parties are given 30 minutes to attempt to resolve the issue. If the matter remains unresolved, or one party does not respond, Middleman proceeds to review the available evidence.

Provide relevant agreement terms, payment receipts, delivery records, messages, and other information that directly relates to the dispute. Submit genuine and unaltered evidence, and avoid sharing unnecessary sensitive personal information.

An authorized reviewer considers the agreement and available evidence. Depending on the circumstances, the outcome may include releasing funds to the seller, refunding the buyer, splitting the funds where justified, or continuing a lawful hold where necessary.

There is no fixed resolution timeframe. The time required depends on the circumstances and evidence available. Middleman will provide updates as the case progresses.

The review can proceed using the evidence available. A party's silence alone does not automatically determine the outcome.

You may submit a request for further review, which will be assessed under the applicable process. Decisions are final except where applicable law requires otherwise or further review is warranted. Submitting a review request does not guarantee that the decision will be reversed.

Stop sending additional money, preserve relevant messages and receipts, and report the issue to Middleman support. If a funded agreement is involved, use the dispute process where appropriate. Middleman will assess the report, but recovery of funds cannot be guaranteed.

You should never disclose your password, PIN, one-time verification code, or bank login credentials through ordinary support chat. If someone claiming to represent Middleman requests these details, do not share them and report the contact.

Contact support immediately. Identify any suspicious transactions or agreements and follow the official account-security and recovery process. Do not share your credentials with anyone offering unofficial recovery assistance.

Do not enter sensitive information or make a payment through an unverified link. If you have already shared credentials or financial information, contact support immediately and explain what may have been exposed.

No. Recovery depends on the circumstances, the payment route, the transaction status, and other relevant factors. Report suspected fraud as quickly as possible so it can be assessed.

Use the support options provided on the Middleman website or within your account. Include the relevant agreement, transaction, or withdrawal reference where available. Never include passwords, PINs, or one-time codes in your message.

Middleman's support acknowledgment target is within one hour. This is a target for acknowledging your request, not a guarantee that an investigation, dispute, refund, verification, or withdrawal will be completed within one hour.

Yes, you can request account closure. Every closure request is reviewed and approved by Support. Active agreements, disputes, pending transactions, and wallet balances must be assessed before closure can be completed.

Eligible available funds must be withdrawn before closure, subject to the normal identity-verification and bank-account requirements. Locked, pending, disputed, or restricted funds require the appropriate handling process.

No. Account closure and personal-data deletion are separate processes. Some information may need to be retained where required by applicable law or legitimate recordkeeping obligations.

Submit a request through Middleman's support channel. Privacy/Compliance will review the request, verify ownership where necessary, and assess which information may be deleted and which must be retained under applicable requirements.

Middleman's collection, use, sharing, storage, and retention of personal information are explained in the Privacy Policy. Please review that policy for details about your rights and how to submit a privacy-related request.

Contact Middleman through its official support or privacy contact channel and describe what you believe happened. Middleman will assess reported incidents and take appropriate steps in accordance with applicable law and its security procedures.