Refund Policy

1. The short version

Purchases settled on-platform are protected: your money is held by our licensed payment partner Stripe and is not released to the seller until you confirm delivery and a 14-day dispute window has passed. Purchases settled off-platform (above the seller's settlement limit) are not covered for the principal — only the commission is protected there.

2. On-platform orders — full protection

  • When you win, your card is charged the hammer price plus commission. The principal is held via Stripe Connect; the seller is paid out only 14 days after you confirm delivery.
  • If the item never arrives, arrives significantly not as described, or the seller refuses to complete the sale, open a dispute from your order page within the 14-day window. We review the evidence from both sides.
  • If the dispute is resolved in your favour, you receive a full refund of the amount charged through the Platform (hammer price and, where the transaction is unwound before payout, the associated charge).
  • If you never confirm delivery and open no dispute, the seller is paid out after the window and the order can no longer be disputed through the Platform.

3. Off-platform orders — commission only

For amounts above the seller's on-platform settlement limit, buyer and seller settle the principal directly (bank transfer, in person, etc.). The Platform charges only its commission in these cases. We cannot refund or recover money that never passed through the Platform, and our dispute process covers the commission only. This is why messaging before a win is filtered and contact details are exchanged only after a purchase: protection depends on settling on-platform.

4. Commission and Boost fees

  • The platform commission (processing cost + 1%, capped at €300) is charged at the win and is non-refundable except in cases of verified fraud. This is what makes binding bids enforceable.
  • Boost payments (€4.99 / 7 days of promoted placement) are non-refundable once the promotion has been delivered, except verified fraud or a technical failure to activate.
  • Where a full order refund is granted under Section 2 before payout, the refund covers everything you were charged for that order.

5. Buyers and sellers: how disputes are decided

  • Either party may open a dispute while funds are held (status: paid, awaiting delivery confirmation, or within the 14-day window).
  • We ask both sides for evidence: listing description and photos, tracking, messages, photos of the received item.
  • Resolution: refund the buyer, release funds to the seller, or dismiss the dispute (the normal escrow flow then continues). Admin decisions are recorded in an audit log.
  • Abuse of the dispute process (false claims, friendly fraud) leads to strikes and suspension.

6. Chargebacks

Please open a dispute with us before contacting your bank — it is faster and covered by this policy. Unjustified chargebacks on legitimate transactions are treated as fraud under the Terms of Service and result in suspension until settled. SCA/3-D Secure authentication applies to card payments.

7. A note on consumer withdrawal rights

Most sellers on the Platform are private individuals. The EU 14-day right of withdrawal generally applies to purchases from professional traders, not from private sellers. Our dispute window in Section 2 is a contractual protection offered by the Platform and is independent of — and does not limit — any mandatory statutory rights you may have. [Lawyer to confirm against Portuguese consumer law.]

8. Contact

Disputes are opened from the order page while funds are held. For anything else: [support email]. We aim to respond within [2] business days.