Refund & Dispute Policy
Last updated: June 1, 2026
Version: 1
Operator: Gydrus SAS, a sociedad por acciones simplificada organized under the laws of the República Oriental del Uruguay.
RUT: 219827060010
This policy formalises the dispute system built into the Platform. It is binding on every buyer and seller.
1. The dispute window
From the moment the seller marks an order delivered you have {{escrowDays}} days to open a dispute. This is the time during which seller earnings, buyer loyalty coins and lifetime sale counters are all held, nothing settles until the window closes or a dispute resolves.
2. Opening a dispute
- Open from the order detail page.
- Pick from the preset reasons for the order's category, or write a free-text reason if the category has none configured.
- Attach proof images where possible (chat logs, screenshots).
Opening a dispute freezes the escrow timer.
3. Dispute outcomes
The seller has the first move and may:
- Refund, buyer is credited the full amount they paid; seller's hold is cancelled (or clawed back if escrow had matured); the buyer's loyalty coins are reversed.
- Replace, the seller delivers a replacement item from available stock. The escrow timer resets for the new delivery.
- Reject, the seller contests the claim with a written reason. The escrow timer resets to give the buyer a fresh appeal window.
The buyer may cancel their dispute at any time; the order returns to completed status and the escrow timer resets.
4. Auto-escalation
An open dispute that has not been settled by either party within {{disputeAutoEscalateDays}} days is automatically escalated to admin review. An admin's resolution is final for the purpose of escrow release, without prejudice to any rights you may have under applicable consumer-protection law.
5. What is not covered
- Buyer's remorse, you cannot dispute simply because you changed your mind.
- Issues caused by the publisher's action against an account (ban, recovery) more than 14 days after delivery.
- Disputes opened on orders older than 30 days from completion.
6. Refund mechanics
Refunds are credited to your wallet balance, not to the original payment method. You may withdraw the balance subject to the Withdrawal section of the Seller Agreement (or use it to make another purchase).
7. Chargebacks
Initiating a chargeback through your bank or card provider while a dispute is open on the Platform may result in suspension and forfeiture of platform balance until the chargeback is resolved.