Mavunta Protected

How escrow works

When you buy a protected listing, your payment is held by Mavunta instead of going straight to the seller. The seller fulfils the order, and the funds are released only after you confirm.

• Payment created and held in escrow.
• Seller accepts and delivers the item or service.
• You confirm delivery, and funds are released to the seller.
• If something is wrong, you open a dispute before confirming.

What is covered

Protection applies to payments made on Mavunta for an eligible listing.

• Item or service not delivered.
• Item significantly not as described.
• Order cancelled by the seller after payment.

What is not covered

Protection cannot reach money that never went through Mavunta.

• Payments sent outside Mavunta (cash, direct M-Pesa, bank transfer to the seller).
• Buyer remorse after confirming delivery.
• Deals that broke marketplace rules.

Where escrow is the default

Mavunta turns on escrow automatically for higher-risk purchases. Sellers can also choose to protect any listing, and Mavunta never lowers protection a seller opted into.

• Vehicles and property.
• Higher-value items and electronics.
• Services and remote or delivery-based work.
• A first transaction with a new seller.

Disputes and refunds

Open a dispute from your order while the funds are still held. Our team reviews the evidence from both sides and decides the outcome. Approved refunds are returned through Mavunta.