Refund Policy

1. Scope

This Refund Policy applies only to charges collected by Trueseller for premium and other paid platform features. It does not apply to marketplace transactions between buyers and third-party sellers.

2. Marketplace transaction refunds

Trueseller is not the merchant of record for peer-to-peer item sales between users. Refunds for those transactions must be agreed directly between buyer and seller.

3. Eligible premium refund cases

• Duplicate charge for the same premium purchase.
• Successful payment but premium feature was not activated.
• Unauthorized transaction confirmed after investigation.
• Technical failure that prevented service delivery.

4. Non-eligible cases

• Change of mind after premium activation and use.
• Listing performance expectations not guaranteed by the platform.
• Violations of platform policies that led to enforcement action.
• Requests submitted outside the refund window below.

5. Refund request window

Submit refund requests within 7 days of the payment date. Requests should include payment reference, account phone number or UID, and a short description of the issue.

6. Review and processing time

• Initial review target: 3 to 5 business days.
• Approved refunds are sent to the original payment method.
• Provider settlement timelines can take 5 to 10 business days.

7. Chargebacks and disputes

Before raising a chargeback, contact [email protected] so we can investigate and resolve quickly. Abuse of chargebacks may lead to account restrictions.

8. Related policies

This policy should be read with our Terms of Service and Acceptable Use Policy.