Refund

Purchase Protection Policy

Overview

Protected purchases

Disputes and refunds

1. Overview

Understanding our policies

Our Purchase Protection Policy is designed to give you peace of mind when making purchases through the checkout feature on Sociavis. We want you to have a great experience every time, but if there's a problem with your purchase, we've put policies in place to make sure issues are resolved.

In this policy, an individual seller, if specified, refers to someone who sells through a personal profile.

Here's how to qualify for Purchase Protection:

• Verify that the purchase is eligible for Purchase Protection as defined in this policy.
• Use the checkout feature on Sociavis to pay for your purchase. Purchases made through third-party websites, local pickup, or other third-party messaging services are not eligible. Learn more about which products can be purchased through the checkout feature on Sociavis.
• First, contact the seller to let them know that there is a problem with the purchase. If you are unable to resolve the issue directly with the seller, you can file a claim for eligible purchases through Sociavis.
• We'll review your claim to determine if it's eligible for Purchase Protection and provide a refund for the item's full purchase price, tax, and shipping if your claim is approved. Decisions are made solely at our discretion.

Please note that purchases made through the payment function on the site through Sociavis stores in the Netherlands are not covered by the Purchase Protection Policy.

2. Protected purchases

When are your purchases protected?

Many purchases you make using the payment feature on Sociavis are covered by our Purchase Protection policy. Look for a shield emblem and "Covered by Purchase Protection" to determine if an ad is eligible for Purchase Protection. Your purchases are covered in the following situations:

When making purchases through the payment function on the Sociavis site:

1. The item has not been received.
• For sellers using the checkout feature on the site, if the buyer has not received the item 2 days (48 hours) after the estimated delivery date displayed on the order details page, the item is considered "not received" and is eligible for Purchase Protection.
• For private sellers using the checkout feature on the site: An item is considered "not received" if the buyer has not received the item within 16 days of confirmation by the seller.
2. The item is damaged or significantly different from what was described. For example:
• the item was damaged during shipping;
• the article is missing important parts and this has not been communicated in advance;
• the condition of the item is different from that described;
• the item is a different version or edition than what was offered for sale;
• the item is completely different from the ordered item;
3. the seller does not adhere to its stated refund policy;
4. unauthorized purchases.

Which purchases are not protected

The following items and situations are not covered by our Purchase Protection policy:

1. products or services prohibited by our Commerce Policies;
2. products marked as received;
3. vehicles;
4. real estate;
5. financial products or investments;
6. edelSociavislen en gemen;
7. shares or debts in a company;
8. custom or custom-made items;
9. services;
10. Donations;
11. industrial equipment;
12. perishable items;
13. buyer's regret;
14. items shipped through an intermediary service or a forwarding service;
15. items where the purchased item is exchanged in person;
16. orders that have already been refunded or reversed by the buyer's bank;
17. damage caused to the items after they have been delivered;
18. items priced more than $2000 purchased through the checkout feature on the site;
19. Tickets;
20. Antiques and collectibles.

3. Disputes and refunds

Contact the seller

When using the checkout feature on the site, always contact the seller first to resolve your purchase issue directly. The seller has 2 business days to respond and try to resolve your issue.

Filing a claim with Sociavis

If you use the checkout function on the site and a seller or individual seller has not responded after 2 business days or has not resolved the issue after 2 business days, you can file a claim on the third business day and we will review it.

When you file a claim, answer the questions asked and include the details about the issue in the form. We'll review your claim, including any messages you and the seller sent each other, as well as supporting documents from the buyer and seller. We usually respond within 48 hours.

Learn how to contact the seller for help or how to file a claim with Sociavis.

Refunds and returns

If you request a refund, please remember to contact the seller within the return period stated in the product listing and follow the seller's instructions for returning the delivered item.

If the seller does not respond or adheres to their stated return policy, you may still need to provide a valid tracking number of the returned item or other proof of return to receive a refund under Purchase Protection.

Restrictions

When you use the checkout feature on the site, you can file a claim for the full price of an item with a purchase price of up to $2000, including taxes and shipping. You have a total coverage limit of $10,000 for as long as you live.

You must file a claim within 45 days of the delivery date of your purchased product or within 60 days for claims of unauthorized items. If you never received the item, you will need to wait until 2 days from the last estimated delivery date before filing a claim.

When you report an unauthorized purchase, you must notify us immediately so that we can try to prevent financial loss. You must file a claim within 60 days of your account or credit card being charged.

You must follow our terms and policies, including Community Payments Terms, to be eligible for Purchase Protection.

Solving and closing cases

If we approve a buyer's claim, Sociavis may offer a partial refund in some cases. In other cases, the refunded amount includes the full purchase price of the item, VAT and shipping costs. Decisions regarding a claim are made solely at our discretion.

In some cases, we may offer a refund of an additional amount at our discretion. Offering such a refund may depend on a buyer's purchase history, including previously requested refunds and the total number of purchases.

Rejected claims

Reasons why your claim may be rejected under this policy include:

• The item received was the same as described by the seller at the time of purchase;
• the claim was submitted because you, as a buyer, regretted it;
• the item has been received and the seller has verified the delivery of the product;
• You have reported a dispute about the transaction in question to the bank that issued your debit or credit card;
• you have not submitted sufficient evidence that Sociavis has requested to support your claim.

Policy abuse

If you file a fraudulent claim for purchases you made on Sociavis, we may disable payments for you or take additional action on your account.