Buyer protection
Buyer Protection
Buying from a marketplace can feel like a leap. Buyer protection is how we close the gap between "looks good" and "actually safe to spend money on".
The headline: your payment is held by our processor (Stripe) until your order is confirmed delivered. If it doesn't arrive, you get a full refund. No drama.
How it works
- You pay. Your money goes to our payment processor (Stripe Connect). Not directly to the seller.
- The seller ships, delivers, or grants access. Depending on what you bought.
- You confirm receipt. Either manually (click "received" in your order email) or automatically after the default window for your product type.
- The seller gets paid. 90% of the sale releases from holding to their Stripe account.
Default release windows
- Physical products: 14 days after expected delivery date.
- Digital downloads: 48 hours after access link is delivered.
- Courses & classes: 7 days after access is granted.
- Services & coaching: 7 days after the first scheduled session.
- Subscriptions: First month's payment released after 7 days. Renewals release immediately (you can cancel anytime).
What's covered
- Didn't arrive. Tracking shows it never got to you, or there's no tracking and the seller can't prove dispatch. Full refund.
- Arrived broken or substantially different. Photos required. Full refund, or replacement if the seller offers.
- Digital download doesn't work. Access link is dead, file is corrupt, course platform won't let you in. Full refund if the seller can't fix it within 5 days.
- Service wasn't delivered. Coach ghosted you, sessions never started, subscription was charged but you got nothing. Full refund.
- Seller misrepresented the product. What you got isn't what was described. Photos / evidence required. Full refund.
What's not covered
- "I changed my mind." Most physical sellers offer their own returns policy (check the listing). Buyer protection doesn't cover buyer's remorse on its own.
- "It didn't fix my ADHD." Products and services help. They don't cure. Buyer protection isn't a vibes guarantee.
- Custom / made-to-order items. These are flagged on the listing. Limited protection by their nature.
- You marked it received then later changed your mind. Once you've confirmed delivery, the payout has gone to the seller. Disputes after that point go through normal Stripe channels, not us.
How to raise a problem
- Message the seller first. Most issues get solved in 48 hours by talking.
- If that doesn't work, hit "raise a dispute" in your order page. Tell us what happened. Attach photos / screenshots.
- We get back to you within 2 working days. We'll talk to the seller and figure it out.
- Most disputes resolve in 3-5 days. Worst case 10 days.
If the seller disagrees with the refund
We mediate. We look at what was advertised, what was delivered, what's reasonable, and what the seller's own returns policy says. We default to the buyer when it's genuinely ambiguous, because the buyer takes the bigger risk in any marketplace transaction.
Repeated complaints against a seller pause their account and trigger a deeper review.
Things buyer protection cannot do
We're a small team. We can't litigate every edge case. We can't force a seller to do anything outside their own legal obligations. We can refund your money and we can stop the seller from selling here. That's the lever we have, and we use it when it matters.