Buyer Protection Policy
Last updated: August 2026
1. Purpose
This Buyer Protection Policy describes how payments are held and released for orders placed through vendor, and the rights and responsibilities of buyers and vendors ("sellers") in connection with that process.
2. How payment holding works
When a buyer pays for an order, the corresponding amount is deducted from the buyer's wallet immediately and held by vendor. It is not transferred to the seller at the time of payment. Funds are held until one of the events described in Section 3 occurs.
3. Release of funds
Funds held for an order are released to the seller only when one of the following occurs:
- The buyer affirmatively confirms, through the vendor application, that they have physically received the product ordered, or that the service ordered has been performed to their satisfaction ("Confirmation of Receipt"); or
- A dispute raised in connection with the order (see Section 5) is resolved in the seller's favor.
Funds are not released automatically after any elapsed period of time, and are not released without one of the above events occurring.
4. Buyer's obligation to confirm accurately
A buyer should provide Confirmation of Receipt only after they have actually and physically received the product, or the service has genuinely been performed, and the buyer has had a reasonable opportunity to verify that what was received matches what was ordered. Confirmation of Receipt made before physical receipt has occurred, or made under pressure or inducement from a seller, does not reflect the buyer's genuine assessment of the order and is contrary to the intended use of this feature.
5. Disputes
If a buyer believes an order was not fulfilled as described — including non-delivery, delivery of an incorrect item, or delivery of a damaged or materially defective item — the buyer may raise a dispute through the vendor application instead of providing Confirmation of Receipt. Funds held for an order under dispute remain held pending review and resolution.
6. Seller obligations
Sellers are expected to fulfil orders as described in their listings and to cooperate in good faith with any dispute review process. A seller may not request, induce, or require a buyer to provide Confirmation of Receipt prior to actual delivery of the product or performance of the service.
7. Limitations
This policy governs the holding and release of funds within the vendor platform. It does not constitute a guarantee of product quality, fitness for purpose, or successful delivery outside the mechanisms described above, and does not replace applicable consumer protection law.
Questions about this policy can be directed to our contact page.