Buyer Protection Policy

Intended venue model

Vendiaro intends to operate as an online venue connecting buyers with independent sellers. Sellers are expected to own and describe their items, and fulfill orders. Whether Vendiaro is also treated as a seller, marketplace facilitator, or party responsible for a particular transaction depends on the actual checkout presentation, contracts, payment setup, and law—not the label used here. The current Stripe onboarding description and platform destination-charge implementation need counsel and Stripe review before this policy is published.

Proposed covered problems

Before checkout opens, Vendiaro should offer buyers one in-product order issue flow for: non-delivery; delivery materially later than promised; wrong or materially not-as-described item; undisclosed activation/management lock; suspected counterfeit or stolen device; material damage in transit; seller cancellation; and a serious safety or recall concern. Buyers should report an issue promptly after the estimated delivery date or discovery and provide order number, concise description, and relevant photos/tracking. Do not require a buyer to surrender a non-waivable legal right or pursue the seller off-platform first.

The seller should receive a reasonable opportunity to respond and supply evidence. Staff—not an AI classifier—make marketplace decisions under published criteria. Preserve order messages, listing snapshots, tracking, decision reasons, and evidence under a documented retention schedule. Escalate suspected stolen, counterfeit, unsafe, or recalled items for immediate listing restriction and specialist review.

Proposed remedy framework

Subject to counsel and the final payment design, remedies may include seller correction, replacement, return for refund, partial refund, full refund, or cancellation where the item has not shipped. Vendiaro may issue a buyer refund only through an authorized payment flow and must define how seller transfers are reversed or recovered. Never promise that filing a card dispute guarantees a particular result. A buyer's independent issuer/card-network rights remain separate.

For non-delivery or material misdescription, the proposed baseline is a clear report window shown at checkout, with extensions for carrier delay, fraud investigation, or applicable law. Choose exact timelines before launch; do not invent a final deadline in marketing. A buyer must not be charged a restocking or return fee where prohibited by law or where Vendiaro's/seller's misrepresentation caused the return.

Local transactions

For local pickup, provide an in-app confirmation record. A pickup confirmation or one-time handoff code proves only that a handoff was recorded; it does not waive a later claim about counterfeit, undisclosed lock, concealed defect, fraud, or non-waivable rights. Publish safety guidance and prohibit publishing private home addresses in public listings.

Support and appeals

Support: vendiaro.shop@gmail.com. The final UI must expose “Report a problem” on the order and make the response time explicit. Give each adverse decision a short reason and an appeal route to a human reviewer who did not make the original decision when practical. Set response and decision service levels only after staffing is defined.