Refund & Dispute Policy

1.1 This Refund & Dispute Policy explains how Buyers and Sellers can request cancellations, obtain refunds and raise disputes on the Platform, and how those disputes are decided. It supplements the Terms of Service and the Escrow & Payments Policy.

Where you buy an Item as a consumer, your statutory rights under the Consumer Rights Act 2015 and (subject to the digital-content exception noted below) the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 apply in addition to this Policy. Nothing in this Policy excludes or limits those rights.

The following events automatically cancel an Order and trigger a full return-to-source refund of the Order Amount to the Buyer:

• the Seller fails to send a valid Steam trade offer within the delivery window shown on the listing (default two (2) hours);
• the trade offer is cancelled or expires before the Buyer can accept it;
• the Item delivered does not match the listing description (game, item name, exterior, float, pattern index, stickers, name-tag, StatTrak status, souvenir status);
• the Seller's or the Buyer's Steam account is subject to a trade ban that prevents the trade from completing within the delivery window;
• the Payment Institution detects a payment-integrity issue (name mismatch, sanctions hit, high fraud score) and blocks the release.

4.1 By the Buyer. A Buyer may request cancellation before the Seller sends the trade offer, or during the delivery window before the Buyer accepts the trade. Once the Buyer accepts the trade and the Item Transfer completes, the sale is final subject to the dispute rights in clause 5.

4.2 By the Seller. A Seller may withdraw a listing at any time before an Order is funded. Once an Order is funded, the Seller must complete the Item Transfer unless the Buyer agrees to cancellation.

5.1 Grounds for a Buyer dispute. A Buyer may raise a dispute within seventy-two (72) hours of the Item Transfer if (a) the Item delivered does not match the listing in a material respect, (b) the Item was subject to a hidden lock or restriction not disclosed on the listing, or (c) the Buyer has grounds to believe the Item was stolen or fraudulently obtained.

5.2 Grounds for a Seller dispute. A Seller may raise a dispute if a Buyer improperly claims non-delivery or misdescription, or if the Buyer accepts the Item and later requests a chargeback for reasons that fall outside the Buyer's statutory rights.

5.3 How to raise a dispute. Open a dispute ticket through the Platform's in-Order dispute button and attach evidence (screenshots, Steam trade history, video capture, inspection link). The counter-party is invited to respond within forty-eight (48) hours.

5.4 Platform mediation. The Platform's disputes team reviews the evidence and issues a decision within ten (10) business days. Decisions are based on the listing description, the Item Transfer log, Steam metadata and any supporting evidence.

5.5 Escalation to independent arbitration. Either party may escalate a Platform decision to an independent arbitrator selected from the Platform's advisory panel. The arbitrator's decision is issued within a further fifteen (15) business days and is binding on both parties, without prejudice to a consumer's right to bring court proceedings.

A chargeback is a separate process handled by the Buyer's card issuer or bank under the applicable card scheme rules. Raising a Platform dispute does not stop the chargeback clock, and raising a chargeback does not stop the Platform dispute. Where a chargeback succeeds after the Item Transfer has completed and the Seller has been paid out, clause 13 of the Terms of Service applies.

• Refunds are always processed to the original payment instrument used to fund the escrow (return-to-source).
• Refunds are net of any FX margin applied at pay-in (the Payment Institution does not reverse an FX conversion).
• Card refunds typically settle within 5 - 10 business days depending on the Buyer's issuer.
• SEPA, UK Faster Payments and SWIFT refunds settle within 1 - 5 business days.
• Where a refund cannot be processed to the original instrument (closed card, closed account), the Payment Institution processes the refund by an alternative route in the Buyer's own name after additional verification.

Where an Item is later established to be stolen, obtained fraudulently or subject to a third-party legal claim, the Operator will (i) reverse the sale, (ii) refund the Buyer to source in full, (iii) debit the Seller under clause 13 of the Terms of Service, and (iv) co-operate with the Payment Institution, Steam, law enforcement and any affected third party as required.

9.1 If you are dissatisfied with the outcome of a dispute or with the way the Platform has handled a matter, send a written complaint to [email protected]. We acknowledge complaints within three (3) business days and aim to provide a final response within fifteen (15) business days.

9.2 If we are unable to resolve the complaint or you remain dissatisfied, you may (where you are a consumer) refer the matter to an ADR body under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015, or bring court proceedings in a court of competent jurisdiction.

Disputes: through the in-Order dispute button. Complaints: [email protected]. Legal: [email protected]. Registered details: SECURESTRIVE INNOVATIONS LTD, company no. 16815410, 167-169 Great Portland Street, 5th Floor, London, England, W1W 5PF, United Kingdom.