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Legal

Refund & Dispute Policy

How refunds and disputes are handled for transactions processed on the platform.

Last updated: July 2026

This is a standard template written for the platform’s actual mechanics. It is provided for transparency and is not legal advice — it must be reviewed and adapted with qualified counsel before production use.

1. On-platform protection

For orders paid on-platform, funds may be held until delivery is confirmed. If an order is not delivered as agreed, buyers can open a dispute before confirming delivery.

2. Opening a dispute

Disputes are raised from the order and include an evidence-preserving message thread. Both parties can submit information before a resolution is reached.

3. Resolution and refunds

A dispute agent reviews the case and either rejects it or issues a refund. Refunds reverse the corresponding ledger entries, including commission, provided funds have not already been paid out.

4. Off-platform transactions

Where a transaction is completed off-platform or directly with a manufacturer, refunds are governed by that seller's own terms and are outside platform protection.