By using Diyana Marketplace, you agree to comply with the following terms and operating procedures designed to ensure safety for all parties — customers, agents, and affiliates alike.
"Platform" or "HQ" refers to Diyana Marketplace. "Customer" is a user who submits a pawn letter for redemption. "Agent" is a KYC-verified user who bids to redeem pawn letters on a customer's behalf. "Affiliate" is a user who refers customers or agents to the platform and earns commission when a referred deal completes. "Admin" and "Superadmin" are HQ staff accounts with platform management privileges.
Agents must complete full KYC verification, including IC verification, before placing any bid, and must periodically re-verify once their KYC expires. Customers must submit genuine, unaltered pawn letters. HQ reserves the right to suspend or terminate any account found to be providing false information or documents.
A customer submits a pawn letter for review. Once approved by HQ, the listing goes live and eligible agents may place bids. HQ or the customer selects a winning agent, who then confirms the job, schedules an appointment, and completes the redemption in person at the pawnshop counter. The agent submits proof of settlement, which HQ verifies before the deal is marked complete. HQ may itself participate in bidding through a platform-operated bidder, clearly disclosed on the listing, to support market liquidity.
HQ retains a share of the spread between the redemption cost and the agent's winning bid as its service fee; the remainder belongs to the agent. Affiliates who referred a customer or agent to a completed deal earn a commission paid exclusively out of HQ's own share — an affiliate's commission is never deducted from an agent's earnings. Commission rates in effect at the time a settlement is submitted apply to that deal, even if rates change afterwards.
All gold redemptions must be finalised at the official pawnshop counter where the pawn letter was issued. Private settlements, cash handovers, or gold exchanges outside of the official counter are strictly prohibited and may result in immediate suspension of account access and forfeiture of any pending commission.
Agents who accept a job are expected to confirm, attend, and complete the redemption within the timeframes set out in our service-level rules, and to submit settlement proof promptly. Repeated late or missed obligations may result in a temporary or permanent restriction on placing new bids. Agents may appeal a restriction through the appeal process available in their dashboard.
Users may not attempt to arrange deals outside the platform, submit falsified pawn letters or KYC documents, harass or threaten other users in platform chat, or attempt to manipulate the bidding process. HQ actively monitors for these behaviours and may suspend accounts found in violation, with or without prior notice.
Diyana Marketplace facilitates the connection, bidding, and coordination between customers and agents. We are not the custodian of any cash, gold, or pawn ticket at any stage, and we are not liable for losses arising from an agent's or customer's conduct outside the platform's official processes. Our role is to verify, coordinate, and hold parties accountable to these terms.
We may update these terms from time to time; continued use of the platform after changes take effect constitutes acceptance of the updated terms. These terms are governed by the laws of Malaysia.