Frequently Asked Questions

Escrow is a financial arrangement where a trusted third party holds funds on behalf of two parties in a transaction. The buyer deposits money into the escrow account, the seller delivers the goods or services, and once the buyer confirms satisfaction, the funds are released to the seller. This protects both parties from fraud.

Anyone buying or selling goods, services, property, vehicles, freelance work, or digital products can use ITrust Escrow. We serve individuals, freelancers, small businesses, and enterprises across Africa and beyond.

ITrust Escrow operates as a secure escrow intermediary. We comply with local financial regulations and implement KYC (Know Your Customer) procedures to ensure all users are verified and transactions are legitimate.

We currently support KES (Kenyan Shilling), USD (US Dollar), NGN (Nigerian Naira), GHS (Ghanaian Cedi), and ZAR (South African Rand). More currencies are being added regularly.

The minimum escrow amount is KES 500 (or equivalent in other currencies). There is no hard maximum, but transactions above KES 1,000,000 may require additional verification for security purposes.

When you pay directly, you risk losing money if the seller doesn't deliver. With ITrust Escrow, your money is held securely until you confirm you've received what was promised. If there's a problem, you can open a dispute and get your money back.

Log into your account, click "New Escrow" from the dashboard, fill in the transaction details (title, description, amount, category), enter the seller's email address, set the inspection period, and submit. The seller will be notified and can accept the escrow.

The inspection period is the number of days the buyer has to verify the goods or services after the seller marks them as delivered. You can choose 1, 3, 5, 7, 14, or 30 days. If the buyer doesn't raise a dispute within this period, funds are automatically released to the seller.

Yes. When you enter the seller's email address, they'll receive an invitation to join ITrust Escrow and accept the escrow. The escrow remains in "draft" status until the seller registers and accepts.

A milestone escrow breaks a large transaction into smaller phases. Each milestone has its own amount and deliverable. Funds are released progressively as each milestone is completed and approved. This is ideal for freelance projects, construction, and large service contracts.

Yes, you can cancel an escrow if it hasn't been funded yet. If the escrow has already been funded, cancellation will trigger a refund to the buyer. If the escrow is in a disputed state, the admin will resolve it.

We support Car Purchases, Property Deals, Freelance Work, Marketplace transactions, Import/Export deals, Electronics, Digital Services, and more. You can also select "Other" for any transaction type not listed.

First, deposit funds into your ITrust Escrow wallet using M-Pesa, bank transfer, card payment, or cryptocurrency. Then go to the escrow page and click "Fund Escrow." The amount will be deducted from your wallet and held securely.

We accept M-Pesa (STK Push for instant mobile payment), bank transfers (with proof upload), credit/debit cards via Stripe, PayPal, cryptocurrency (BTC, ETH, USDT), and manual payments with receipt verification.

When you choose M-Pesa, enter your phone number and amount. You'll receive an STK Push notification on your phone. Enter your M-Pesa PIN to complete the payment. Funds are credited to your wallet within seconds.

Yes. Select "Bank Transfer" as your payment method. You'll see our bank account details. Make the transfer, then upload your payment proof (screenshot or receipt). An admin will verify and credit your wallet, usually within 24 hours.

M-Pesa deposits are instant. Card payments via Stripe are instant. Bank transfers take 1-24 hours depending on when the admin verifies your proof. Cryptocurrency deposits are confirmed after the required network confirmations.

A small escrow fee (typically 2.5%) is charged per transaction. The fee can be paid by the buyer, the seller, or split 50/50 — this is set when creating the escrow. Payment gateway fees may also apply depending on your deposit method.

If an escrow is cancelled before delivery, or if a dispute is resolved in the buyer's favor, a full refund is issued to the buyer's wallet. You can then withdraw the funds to your M-Pesa, bank account, or other method.

Go to Wallet → Withdrawals. Enter the amount, select your withdrawal method (M-Pesa or bank transfer), provide your account details, and submit. An admin will process your withdrawal.

Withdrawal requests are typically processed within 24-48 hours. M-Pesa withdrawals are sent as soon as approved. Bank transfers may take 1-3 business days after approval.

Yes, the minimum withdrawal is KES 1,000 (or equivalent). A small processing fee may apply depending on the withdrawal method.

Currently, withdrawals are processed in the same currency as your wallet. Currency conversion features are planned for future updates.

If the seller has marked an escrow as delivered but you're not satisfied, go to the escrow detail page and click "Open Dispute." Select a reason, describe the issue in detail, and submit. Both parties will be notified.

The buyer can open a dispute after the seller marks the escrow as delivered. Disputes can be raised for reasons including: item not received, item not as described, service incomplete, quality issues, suspected fraud, communication problems, or missed deadlines.

Both the buyer and seller can submit evidence (text descriptions, screenshots, documents, photos). An admin reviews all evidence and makes a fair decision: full refund to buyer, release funds to seller, partial refund, or cancellation.

Most disputes are resolved within 3-7 business days. Complex cases may take longer. There is a deadline set for each dispute to ensure timely resolution.

Yes. Both parties can submit multiple pieces of evidence — text explanations, images, PDF documents, and links. The more evidence you provide, the easier it is for the admin to make a fair decision.

Funds remain frozen in the escrow account during the dispute. Neither party can access them until the dispute is resolved by an admin.

Yes. Admins review evidence from both sides without bias. The resolution is based on the evidence provided, the escrow terms, and the platform's policies. Both parties are notified of the decision.

Click "Sign Up" on the homepage. Enter your first name, last name, email, phone number, and create a password (minimum 8 characters). You'll be logged in immediately and can start using the platform.

KYC (Know Your Customer) is identity verification. Upload your national ID or passport, a selfie, proof of address, and optionally a business registration document. This builds trust and unlocks higher transaction limits.

Yes. We use 256-bit SSL encryption for all data transmission. Passwords are hashed with bcrypt. Sessions are secured with HTTP-only cookies. We never store your payment card details — those are handled by certified payment processors.

Your Trust Score reflects your reliability on the platform. It increases with completed escrows and decreases with disputes filed against you. A higher Trust Score builds confidence with other users.

Yes. Go to Profile to update your personal information. Go to Profile → Change Password to update your password. You'll need to enter your current password for verification.

Go to Profile and hover over your avatar. Click to upload a new photo. Supported formats: JPG, PNG, WebP, GIF. Maximum file size: 10MB.

Click "Forgot?" on the login page. Enter your email address and you'll receive a password reset link. Click the link and set a new password.

When a buyer creates an escrow with your email, you'll receive a notification. Accept the escrow, deliver the goods or services, and mark it as "Delivered." Once the buyer confirms or the inspection period expires, funds are released to your wallet.

Funds are released to your wallet immediately after the buyer confirms delivery, or automatically after the inspection period expires without a dispute. You can then withdraw to M-Pesa or your bank account.

If the buyer doesn't respond within the inspection period, the escrow automatically completes and funds are released to you. The auto-complete date is shown on the escrow detail page.

Always deliver exactly what was agreed upon. Keep proof of delivery (tracking numbers, screenshots, photos). Communicate through the platform's built-in messaging. If a dispute is raised, submit your evidence promptly.

ITrust Escrow works on all modern browsers: Chrome, Firefox, Safari, Edge, and their mobile versions. We recommend keeping your browser updated for the best experience.

ITrust Escrow is a Progressive Web App (PWA). You can install it on your phone's home screen for an app-like experience. On Android, look for the "Install" prompt. On iOS, tap Share → Add to Home Screen.

Use the chat widget on any page, email us at support@manage.zurihub.co.ke, or open a support ticket through the platform. Our support team typically responds within 24 hours.

Yes, ITrust Escrow is available 24 hours a day, 7 days a week. Our uptime guarantee is 99.9%. Scheduled maintenance is communicated in advance.

Yes. Your account works across all devices. Log in from your phone, tablet, or computer. Your data syncs in real time.