Protection Guarantees Exclusions
Protection Guarantees Exclusions
1. What a Fraud Claim does not cover
Payment problems, and money paid outside SoldSafe
Card fraud, unauthorized charges, phishing, chargebacks and account takeover. That is payment fraud, which is a different kind of cover. We also cannot cover money that did not go through SoldSafe, whether paid in cash, by bank transfer or through another app.
Transactions that closed on their own
If you neither accepted nor refused the item and the transaction closed automatically after 24 hours, the funds were released to the seller and no SoldSafe protection applies.
Anything you could have refused at the meetup
A wrong, damaged or incomplete item in plain sight. Missing accessories or parts, unless their absence was deliberately concealed. A seller who does not turn up, which is a refusal and a refund rather than a claim. A change of mind in any form, including buyer’s remorse, disappointment with a condition that was accurately described, or a failed attempt to renegotiate on the day. Side deals promised verbally or arranged by text outside the app, which leave us no record to work from.
Where the seller was wrong but not dishonest
A Fraud Claim requires deliberate deception. An honest mistake in a listing that the seller disclosed or corrected before the meetup is not fraud. Neither is sales talk such as “great condition” or “runs beautifully”, as opposed to a factual claim about model, age or specification. Neither is your own assumption about what an item would do, fit or be compatible with, where the listing never said it.
Claims that cannot be objectively verified
A claim needs evidence we can act on, such as a serial number, a manufacturer register, or a finding from a recognized authenticator. Claims that rest purely on opinion sit outside the benefit, which usually means art attribution, memorabilia, autographs and unmarked antiques. We also do not determine who owns an item. Where a third party claims the item or it is seized, we pay on a police report or a court order.
Vehicle history, title and control module fraud
Fraud Claims do not cover the following on any vehicle: odometer manipulation, title fraud, straw purchases and straw sales, and manipulation of any codes in the vehicle’s main control module or engine control unit (ECU).
What happens to the item after you collect it
Theft, loss or disappearance of the item after you have collected it. Damage or loss caused by events outside anyone’s control, including fire, flood, storm and other force majeure events.
Where the buyer was part of it
Transactions between connected parties, meaning the same household, a shared device or payment method, or accounts we reasonably believe to be linked. Transactions staged in order to draw on the benefit. Cases where you knew, or should have known, what you were buying, such as a designer item at a fraction of its value or one the seller openly described as a copy. Repeat claims on an account are reviewed as a pattern rather than one at a time.
How and when the claim is made
Claims reported outside the defined time limits. Evidence not provided when we ask for it. An item that is no longer available for us to inspect because it has been sold on, scrapped, modified or repaired. Anything you have already recovered elsewhere, through a chargeback, a refund from the seller, an insurance payout, or property returned to you by the police.
What we will not pay
We pay the amount that went through SoldSafe, capped at $500, and nothing beyond it. We do not pay fees, tax or processing charges. We do not pay the difference between what you paid and what a genuine item would have been worth. We do not pay lost resale profit, loss of use, storage, disposal, travel, your time, or the cost of having an item authenticated.
2. What a Repair Claim does not cover
These exclusions apply to every category. Section 3 adds further exclusions for particular categories.
Transactions that closed on their own
If you neither accepted nor refused the item and the transaction closed automatically after 24 hours, no SoldSafe protection applies and there is no Repair Claim.
Items that were not working to begin with
Anything sold as faulty, for parts, untested, salvage or a project. Any fault the seller disclosed. Anything you could have found by matching the item to the listing photos, switching it on and checking it for damage, which is what the inspection prompt asks you to do.
Cosmetic imperfections and surface damage
We do not pay to repair cosmetic imperfections of any kind, on any item, however they arose. That includes all of the following:
- Color, paint, plating, lacquer and surface finish of every kind.
- Tears, rips, holes, blemishes, marks and staining in any surface, including fabric, leather, vinyl, wood, metal and plastic.
- Scratches, scuffs, chips, cracks, dents, creases, warping, fading and odor.
- Screen and glass scratches, cracks, creases, burn-in and minor pixel faults.
- Cases, cabinets, housings, panels, frames and trim.
If the item looks worse but still does its job, it is not covered. Appearance is visible at the meetup and is a reason to refuse the item.
Wear and tear, servicing and consumables
We do not pay to repair or replace anything that wears out, is serviced, or is used up. That includes all of the following:
- Routine, scheduled and manufacturer recommended maintenance, and any item or service on a maintenance schedule.
- Wear parts, including hoses, belts, seals, gaskets, O-rings, bushings, tires, brakes, exhausts, clutches, blades and bulbs.
- Fluid leaks from a housing, or from the main connections of a motor or drivetrain, however they present.
- Emissions components and fluids, including catalytic converters and diesel exhaust fluid (DEF).
- Sensors, relays and warning lights inside a motor, and repairs to them.
- Consumables, including batteries of every kind, filters, oils and fluids, ink and fuel.
- Internal oil sludge, corrosion caused by oil or fuel, and damage from any lack of required water or cooling maintenance, from using the wrong fuel, or from corroded fuel.
- Oil changes, fluid changes, top-ups, flushes and bleeding.
- Performance that has gradually dropped off, including battery life and range.
- Fuel or charge that was not supplied with the item.
Missing and incomplete items
Missing cables, chargers, remotes, keys, manuals and attachments. Missing wheels, batteries, shelves and fixings. Missing or broken buttons, knobs, handles and hinges, unless the item cannot do its job without them. Charging ports and sockets. These are all things you can see at the meetup, and a missing part is already one of the listed reasons for refusing an item.
Damage you caused or contributed to
Drops, spills and accidents after collection. Misuse, neglect and deliberate damage. Business or hire use of a household item. Poor installation, assembly or transport. Modifications and unauthorized repairs. Fire, flood, weather and power surges. Software, viruses and lost data. Anything already covered by a manufacturer recall or warranty.
How and when the claim is made
Repairs not completed and invoiced within the defined time limits. Estimates and diagnostic fees where no repair follows. Work done by you, or by anyone who cannot issue an invoice. Transport, towing, storage, hire and your time. Replacement of the item instead of repair. A second claim for the same fault.
What we will not pay
We reimburse the invoiced cost of the completed repair, up to the amount that went through SoldSafe and capped at $500. We will not pay more than the repair invoice, and we will not pay more than $500 however much the item cost or the repair came to. We do not pay loss of use, storage, disposal, travel or your time. We do not pay vehicle registration, titling or any related fees or paperwork.
3. Repair exclusions by item category
The Repair benefit applies only to the categories in the table below. Each row sets out what we will not pay to fix within that category, in addition to the exclusions in Section 3.1.
Category
What we will not pay to fix
Electronics, Phones and Accessories
Screens and glass, including cracks. Charging ports and sockets. Battery life that has dropped over time. Scratches, dents and casing damage. Water damage. Anything dropped or spilled on after pickup. Software, apps and lost data.
Appliances
Fitting, plumbing and ducting. Door seals, gaskets, hoses, shelves, trays and handles. Cosmetic panels and paint. Limescale and cleaning. Anything caused by how the item was installed or moved.
Vehicle Motor and Parts
Anything on the vehicle apart from the motor itself. Nothing else on the vehicle is covered. Electrical fire or overcharging damage to electric motors is not covered. See Section 3.1 for the qualifying vehicle types and what falls outside the motor.
Tools and DIY
Blades, chains, bits, belts, hoses, seals, filters and spark plugs. Sharpening and servicing. Trouble starting after storage. Building materials are not covered at all.
Home and Garden
Powered and mechanical items only. Not decorative items, plants, pots, garden furniture fabric, hoses or fittings. Not old fuel or a flat battery.
Furniture
Fabric, leather, tears, rips and staining. Seams and stitching. Foam that has softened. Scratches, cracks and finish. Assembly and reassembly. Mechanisms are covered, including recliners, drawer runners, gas lifts and hinges.
Sports and Outdoors
Equipment only, not clothing. Not tires, tubes, chains, brake pads, strings, grips, servicing or anything worn through use.
Baby and Kids
Powered and mechanical items only, and not safety items. Not fabrics, covers, harness straps, wheels or tires. Nothing subject to a recall.
Office and Business
Ink, toner, drums and feed rollers. Print heads clogged through disuse. Cleaning and servicing. Seating upholstery, tears and rips.
Musical Instruments
Strings, reeds, pads, skins and sticks. Tuning, setup and adjustment, which are routine rather than repair. Finish, lacquer, cracks and cosmetic wear.
Watches
Batteries, straps and bracelets. Glass and case scratches. Water resistance, unless the watch was sold as water resistant. Timekeeping regulation.
3.1. Vehicle Motor and Parts
Vehicles work differently from every other category. Rather than listing what is excluded, we list what is included, and everything outside that list is excluded.
The only repairs we reimburse on a vehicle are repairs to the motor itself. Both combustion engines and electric motors qualify, and only on the vehicle types listed below.
Qualifying vehicle types
Motor cover applies only to these vehicle types. A vehicle of any other type has no repair cover at all.
- Motor vehicles
- Motorbikes and Scooters
- ATVs and UTVs
- Electric bikes
- Electric mobility vehicles
What is excluded on a qualifying vehicle
Everything on the vehicle other than the motor sits outside the benefit. That includes, but is not limited to:
- Manufacturer recommended maintenance items and services of every kind, and anything on a service schedule.
- Oil and fluid changes, top-ups and flushes.
- Batteries of every kind, including starter batteries and the traction or drive battery of an electric vehicle.
- Connection hoses, pipes and wiring outside the motor, and the main connections of the motor and drivetrain.
- Fluid leaks from a housing or from those main connections.
- Tires, brakes, exhausts and clutches.
- Air conditioning and climate control.
- Bodywork, paint, trim and upholstery.
- Electrics and electronics.
- Suspension and steering.
- Emissions and diagnostic faults.
- Any work needed to make the vehicle road-legal.
Wear parts and consumables inside the motor and drivetrain, such as clutches, belts, seals, gaskets, filters and fluids, remain excluded under Section 2.
3.2. Categories where a repair cannot be claimed
There is no Repair cover at all for items listed in these categories.
- Fashion and Apparel, and Jewelry. There is no function to fail, so problems are a matter of condition or authenticity.
- Hobbies and Collectibles. Repairing a collectible usually reduces its value rather than restoring it.
- Books, Movies and Music. There is nothing to repair, and condition is visible at the meetup.
- Arts and Crafts, and Pet Supplies. These are mostly materials, bedding and accessories. Powered items belong in another category.
- Health and Beauty. Largely removed by the prohibited items rules already.
- Building materials. There is nothing to repair.
3.3. Children’s safety items
Car seats, cots, pushchairs and other children’s safety items cannot be repaired under this benefit, whichever category they are listed in. Repairing an item of this kind can affect its safety rating, so we will not fund a repair that leads to it staying in use after a fault has been found.
If a safety item is faulty, refuse it at the meetup. If the fault was deliberately hidden from you, a Fraud Claim is the route instead.
1. What a Fraud Claim does not cover
Payment problems, and money paid outside SoldSafe
Card fraud, unauthorized charges, phishing, chargebacks and account takeover. That is payment fraud, which is a different kind of cover. We also cannot cover money that did not go through SoldSafe, whether paid in cash, by bank transfer or through another app.
Transactions that closed on their own
If you neither accepted nor refused the item and the transaction closed automatically after 24 hours, the funds were released to the seller and no SoldSafe protection applies.
Anything you could have refused at the meetup
A wrong, damaged or incomplete item in plain sight. Missing accessories or parts, unless their absence was deliberately concealed. A seller who does not turn up, which is a refusal and a refund rather than a claim. A change of mind in any form, including buyer’s remorse, disappointment with a condition that was accurately described, or a failed attempt to renegotiate on the day. Side deals promised verbally or arranged by text outside the app, which leave us no record to work from.
Where the seller was wrong but not dishonest
A Fraud Claim requires deliberate deception. An honest mistake in a listing that the seller disclosed or corrected before the meetup is not fraud. Neither is sales talk such as “great condition” or “runs beautifully”, as opposed to a factual claim about model, age or specification. Neither is your own assumption about what an item would do, fit or be compatible with, where the listing never said it.
Claims that cannot be objectively verified
A claim needs evidence we can act on, such as a serial number, a manufacturer register, or a finding from a recognized authenticator. Claims that rest purely on opinion sit outside the benefit, which usually means art attribution, memorabilia, autographs and unmarked antiques. We also do not determine who owns an item. Where a third party claims the item or it is seized, we pay on a police report or a court order.
Vehicle history, title and control module fraud
Fraud Claims do not cover the following on any vehicle: odometer manipulation, title fraud, straw purchases and straw sales, and manipulation of any codes in the vehicle’s main control module or engine control unit (ECU).
What happens to the item after you collect it
Theft, loss or disappearance of the item after you have collected it. Damage or loss caused by events outside anyone’s control, including fire, flood, storm and other force majeure events.
Where the buyer was part of it
Transactions between connected parties, meaning the same household, a shared device or payment method, or accounts we reasonably believe to be linked. Transactions staged in order to draw on the benefit. Cases where you knew, or should have known, what you were buying, such as a designer item at a fraction of its value or one the seller openly described as a copy. Repeat claims on an account are reviewed as a pattern rather than one at a time.
How and when the claim is made
Claims reported outside the defined time limits. Evidence not provided when we ask for it. An item that is no longer available for us to inspect because it has been sold on, scrapped, modified or repaired. Anything you have already recovered elsewhere, through a chargeback, a refund from the seller, an insurance payout, or property returned to you by the police.
What we will not pay
We pay the amount that went through SoldSafe, capped at $500, and nothing beyond it. We do not pay fees, tax or processing charges. We do not pay the difference between what you paid and what a genuine item would have been worth. We do not pay lost resale profit, loss of use, storage, disposal, travel, your time, or the cost of having an item authenticated.
2. What a Repair Claim does not cover
These exclusions apply to every category. Section 3 adds further exclusions for particular categories.
Transactions that closed on their own
If you neither accepted nor refused the item and the transaction closed automatically after 24 hours, no SoldSafe protection applies and there is no Repair Claim.
Items that were not working to begin with
Anything sold as faulty, for parts, untested, salvage or a project. Any fault the seller disclosed. Anything you could have found by matching the item to the listing photos, switching it on and checking it for damage, which is what the inspection prompt asks you to do.
Cosmetic imperfections and surface damage
We do not pay to repair cosmetic imperfections of any kind, on any item, however they arose. That includes all of the following:
- Color, paint, plating, lacquer and surface finish of every kind.
- Tears, rips, holes, blemishes, marks and staining in any surface, including fabric, leather, vinyl, wood, metal and plastic.
- Scratches, scuffs, chips, cracks, dents, creases, warping, fading and odor.
- Screen and glass scratches, cracks, creases, burn-in and minor pixel faults.
- Cases, cabinets, housings, panels, frames and trim.
If the item looks worse but still does its job, it is not covered. Appearance is visible at the meetup and is a reason to refuse the item.
Wear and tear, servicing and consumables
We do not pay to repair or replace anything that wears out, is serviced, or is used up. That includes all of the following:
- Routine, scheduled and manufacturer recommended maintenance, and any item or service on a maintenance schedule.
- Wear parts, including hoses, belts, seals, gaskets, O-rings, bushings, tires, brakes, exhausts, clutches, blades and bulbs.
- Fluid leaks from a housing, or from the main connections of a motor or drivetrain, however they present.
- Emissions components and fluids, including catalytic converters and diesel exhaust fluid (DEF).
- Sensors, relays and warning lights inside a motor, and repairs to them.
- Consumables, including batteries of every kind, filters, oils and fluids, ink and fuel.
- Internal oil sludge, corrosion caused by oil or fuel, and damage from any lack of required water or cooling maintenance, from using the wrong fuel, or from corroded fuel.
- Oil changes, fluid changes, top-ups, flushes and bleeding.
- Performance that has gradually dropped off, including battery life and range.
- Fuel or charge that was not supplied with the item.
Missing and incomplete items
Missing cables, chargers, remotes, keys, manuals and attachments. Missing wheels, batteries, shelves and fixings. Missing or broken buttons, knobs, handles and hinges, unless the item cannot do its job without them. Charging ports and sockets. These are all things you can see at the meetup, and a missing part is already one of the listed reasons for refusing an item.
Damage you caused or contributed to
Drops, spills and accidents after collection. Misuse, neglect and deliberate damage. Business or hire use of a household item. Poor installation, assembly or transport. Modifications and unauthorized repairs. Fire, flood, weather and power surges. Software, viruses and lost data. Anything already covered by a manufacturer recall or warranty.
How and when the claim is made
Repairs not completed and invoiced within the defined time limits. Estimates and diagnostic fees where no repair follows. Work done by you, or by anyone who cannot issue an invoice. Transport, towing, storage, hire and your time. Replacement of the item instead of repair. A second claim for the same fault.
What we will not pay
We reimburse the invoiced cost of the completed repair, up to the amount that went through SoldSafe and capped at $500. We will not pay more than the repair invoice, and we will not pay more than $500 however much the item cost or the repair came to. We do not pay loss of use, storage, disposal, travel or your time. We do not pay vehicle registration, titling or any related fees or paperwork.
3. Repair exclusions by item category
The Repair benefit applies only to the categories in the table below. Each row sets out what we will not pay to fix within that category, in addition to the exclusions in Section 3.1.
Category
What we will not pay to fix
Electronics, Phones and Accessories
Screens and glass, including cracks. Charging ports and sockets. Battery life that has dropped over time. Scratches, dents and casing damage. Water damage. Anything dropped or spilled on after pickup. Software, apps and lost data.
Appliances
Fitting, plumbing and ducting. Door seals, gaskets, hoses, shelves, trays and handles. Cosmetic panels and paint. Limescale and cleaning. Anything caused by how the item was installed or moved.
Vehicle Motor and Parts
Anything on the vehicle apart from the motor itself. Nothing else on the vehicle is covered. Electrical fire or overcharging damage to electric motors is not covered. See Section 3.1 for the qualifying vehicle types and what falls outside the motor.
Tools and DIY
Blades, chains, bits, belts, hoses, seals, filters and spark plugs. Sharpening and servicing. Trouble starting after storage. Building materials are not covered at all.
Home and Garden
Powered and mechanical items only. Not decorative items, plants, pots, garden furniture fabric, hoses or fittings. Not old fuel or a flat battery.
Furniture
Fabric, leather, tears, rips and staining. Seams and stitching. Foam that has softened. Scratches, cracks and finish. Assembly and reassembly. Mechanisms are covered, including recliners, drawer runners, gas lifts and hinges.
Sports and Outdoors
Equipment only, not clothing. Not tires, tubes, chains, brake pads, strings, grips, servicing or anything worn through use.
Baby and Kids
Powered and mechanical items only, and not safety items. Not fabrics, covers, harness straps, wheels or tires. Nothing subject to a recall.
Office and Business
Ink, toner, drums and feed rollers. Print heads clogged through disuse. Cleaning and servicing. Seating upholstery, tears and rips.
Musical Instruments
Strings, reeds, pads, skins and sticks. Tuning, setup and adjustment, which are routine rather than repair. Finish, lacquer, cracks and cosmetic wear.
Watches
Batteries, straps and bracelets. Glass and case scratches. Water resistance, unless the watch was sold as water resistant. Timekeeping regulation.
3.1. Vehicle Motor and Parts
Vehicles work differently from every other category. Rather than listing what is excluded, we list what is included, and everything outside that list is excluded.
The only repairs we reimburse on a vehicle are repairs to the motor itself. Both combustion engines and electric motors qualify, and only on the vehicle types listed below.
Qualifying vehicle types
Motor cover applies only to these vehicle types. A vehicle of any other type has no repair cover at all.
- Motor vehicles
- Motorbikes and Scooters
- ATVs and UTVs
- Electric bikes
- Electric mobility vehicles
What is excluded on a qualifying vehicle
Everything on the vehicle other than the motor sits outside the benefit. That includes, but is not limited to:
- Manufacturer recommended maintenance items and services of every kind, and anything on a service schedule.
- Oil and fluid changes, top-ups and flushes.
- Batteries of every kind, including starter batteries and the traction or drive battery of an electric vehicle.
- Connection hoses, pipes and wiring outside the motor, and the main connections of the motor and drivetrain.
- Fluid leaks from a housing or from those main connections.
- Tires, brakes, exhausts and clutches.
- Air conditioning and climate control.
- Bodywork, paint, trim and upholstery.
- Electrics and electronics.
- Suspension and steering.
- Emissions and diagnostic faults.
- Any work needed to make the vehicle road-legal.
Wear parts and consumables inside the motor and drivetrain, such as clutches, belts, seals, gaskets, filters and fluids, remain excluded under Section 2.
3.2. Categories where a repair cannot be claimed
There is no Repair cover at all for items listed in these categories.
- Fashion and Apparel, and Jewelry. There is no function to fail, so problems are a matter of condition or authenticity.
- Hobbies and Collectibles. Repairing a collectible usually reduces its value rather than restoring it.
- Books, Movies and Music. There is nothing to repair, and condition is visible at the meetup.
- Arts and Crafts, and Pet Supplies. These are mostly materials, bedding and accessories. Powered items belong in another category.
- Health and Beauty. Largely removed by the prohibited items rules already.
- Building materials. There is nothing to repair.
3.3. Children’s safety items
Car seats, cots, pushchairs and other children’s safety items cannot be repaired under this benefit, whichever category they are listed in. Repairing an item of this kind can affect its safety rating, so we will not fund a repair that leads to it staying in use after a fault has been found.
If a safety item is faulty, refuse it at the meetup. If the fault was deliberately hidden from you, a Fraud Claim is the route instead.
1. What a Fraud Claim does not cover
Payment problems, and money paid outside SoldSafe
Card fraud, unauthorized charges, phishing, chargebacks and account takeover. That is payment fraud, which is a different kind of cover. We also cannot cover money that did not go through SoldSafe, whether paid in cash, by bank transfer or through another app.
Transactions that closed on their own
If you neither accepted nor refused the item and the transaction closed automatically after 24 hours, the funds were released to the seller and no SoldSafe protection applies.
Anything you could have refused at the meetup
A wrong, damaged or incomplete item in plain sight. Missing accessories or parts, unless their absence was deliberately concealed. A seller who does not turn up, which is a refusal and a refund rather than a claim. A change of mind in any form, including buyer’s remorse, disappointment with a condition that was accurately described, or a failed attempt to renegotiate on the day. Side deals promised verbally or arranged by text outside the app, which leave us no record to work from.
Where the seller was wrong but not dishonest
A Fraud Claim requires deliberate deception. An honest mistake in a listing that the seller disclosed or corrected before the meetup is not fraud. Neither is sales talk such as “great condition” or “runs beautifully”, as opposed to a factual claim about model, age or specification. Neither is your own assumption about what an item would do, fit or be compatible with, where the listing never said it.
Claims that cannot be objectively verified
A claim needs evidence we can act on, such as a serial number, a manufacturer register, or a finding from a recognized authenticator. Claims that rest purely on opinion sit outside the benefit, which usually means art attribution, memorabilia, autographs and unmarked antiques. We also do not determine who owns an item. Where a third party claims the item or it is seized, we pay on a police report or a court order.
Vehicle history, title and control module fraud
Fraud Claims do not cover the following on any vehicle: odometer manipulation, title fraud, straw purchases and straw sales, and manipulation of any codes in the vehicle’s main control module or engine control unit (ECU).
What happens to the item after you collect it
Theft, loss or disappearance of the item after you have collected it. Damage or loss caused by events outside anyone’s control, including fire, flood, storm and other force majeure events.
Where the buyer was part of it
Transactions between connected parties, meaning the same household, a shared device or payment method, or accounts we reasonably believe to be linked. Transactions staged in order to draw on the benefit. Cases where you knew, or should have known, what you were buying, such as a designer item at a fraction of its value or one the seller openly described as a copy. Repeat claims on an account are reviewed as a pattern rather than one at a time.
How and when the claim is made
Claims reported outside the defined time limits. Evidence not provided when we ask for it. An item that is no longer available for us to inspect because it has been sold on, scrapped, modified or repaired. Anything you have already recovered elsewhere, through a chargeback, a refund from the seller, an insurance payout, or property returned to you by the police.
What we will not pay
We pay the amount that went through SoldSafe, capped at $500, and nothing beyond it. We do not pay fees, tax or processing charges. We do not pay the difference between what you paid and what a genuine item would have been worth. We do not pay lost resale profit, loss of use, storage, disposal, travel, your time, or the cost of having an item authenticated.
2. What a Repair Claim does not cover
These exclusions apply to every category. Section 3 adds further exclusions for particular categories.
Transactions that closed on their own
If you neither accepted nor refused the item and the transaction closed automatically after 24 hours, no SoldSafe protection applies and there is no Repair Claim.
Items that were not working to begin with
Anything sold as faulty, for parts, untested, salvage or a project. Any fault the seller disclosed. Anything you could have found by matching the item to the listing photos, switching it on and checking it for damage, which is what the inspection prompt asks you to do.
Cosmetic imperfections and surface damage
We do not pay to repair cosmetic imperfections of any kind, on any item, however they arose. That includes all of the following:
- Color, paint, plating, lacquer and surface finish of every kind.
- Tears, rips, holes, blemishes, marks and staining in any surface, including fabric, leather, vinyl, wood, metal and plastic.
- Scratches, scuffs, chips, cracks, dents, creases, warping, fading and odor.
- Screen and glass scratches, cracks, creases, burn-in and minor pixel faults.
- Cases, cabinets, housings, panels, frames and trim.
If the item looks worse but still does its job, it is not covered. Appearance is visible at the meetup and is a reason to refuse the item.
Wear and tear, servicing and consumables
We do not pay to repair or replace anything that wears out, is serviced, or is used up. That includes all of the following:
- Routine, scheduled and manufacturer recommended maintenance, and any item or service on a maintenance schedule.
- Wear parts, including hoses, belts, seals, gaskets, O-rings, bushings, tires, brakes, exhausts, clutches, blades and bulbs.
- Fluid leaks from a housing, or from the main connections of a motor or drivetrain, however they present.
- Emissions components and fluids, including catalytic converters and diesel exhaust fluid (DEF).
- Sensors, relays and warning lights inside a motor, and repairs to them.
- Consumables, including batteries of every kind, filters, oils and fluids, ink and fuel.
- Internal oil sludge, corrosion caused by oil or fuel, and damage from any lack of required water or cooling maintenance, from using the wrong fuel, or from corroded fuel.
- Oil changes, fluid changes, top-ups, flushes and bleeding.
- Performance that has gradually dropped off, including battery life and range.
- Fuel or charge that was not supplied with the item.
Missing and incomplete items
Missing cables, chargers, remotes, keys, manuals and attachments. Missing wheels, batteries, shelves and fixings. Missing or broken buttons, knobs, handles and hinges, unless the item cannot do its job without them. Charging ports and sockets. These are all things you can see at the meetup, and a missing part is already one of the listed reasons for refusing an item.
Damage you caused or contributed to
Drops, spills and accidents after collection. Misuse, neglect and deliberate damage. Business or hire use of a household item. Poor installation, assembly or transport. Modifications and unauthorized repairs. Fire, flood, weather and power surges. Software, viruses and lost data. Anything already covered by a manufacturer recall or warranty.
How and when the claim is made
Repairs not completed and invoiced within the defined time limits. Estimates and diagnostic fees where no repair follows. Work done by you, or by anyone who cannot issue an invoice. Transport, towing, storage, hire and your time. Replacement of the item instead of repair. A second claim for the same fault.
What we will not pay
We reimburse the invoiced cost of the completed repair, up to the amount that went through SoldSafe and capped at $500. We will not pay more than the repair invoice, and we will not pay more than $500 however much the item cost or the repair came to. We do not pay loss of use, storage, disposal, travel or your time. We do not pay vehicle registration, titling or any related fees or paperwork.
3. Repair exclusions by item category
The Repair benefit applies only to the categories in the table below. Each row sets out what we will not pay to fix within that category, in addition to the exclusions in Section 3.1.
Category
What we will not pay to fix
Electronics, Phones and Accessories
Screens and glass, including cracks. Charging ports and sockets. Battery life that has dropped over time. Scratches, dents and casing damage. Water damage. Anything dropped or spilled on after pickup. Software, apps and lost data.
Appliances
Fitting, plumbing and ducting. Door seals, gaskets, hoses, shelves, trays and handles. Cosmetic panels and paint. Limescale and cleaning. Anything caused by how the item was installed or moved.
Vehicle Motor and Parts
Anything on the vehicle apart from the motor itself. Nothing else on the vehicle is covered. Electrical fire or overcharging damage to electric motors is not covered. See Section 3.1 for the qualifying vehicle types and what falls outside the motor.
Tools and DIY
Blades, chains, bits, belts, hoses, seals, filters and spark plugs. Sharpening and servicing. Trouble starting after storage. Building materials are not covered at all.
Home and Garden
Powered and mechanical items only. Not decorative items, plants, pots, garden furniture fabric, hoses or fittings. Not old fuel or a flat battery.
Furniture
Fabric, leather, tears, rips and staining. Seams and stitching. Foam that has softened. Scratches, cracks and finish. Assembly and reassembly. Mechanisms are covered, including recliners, drawer runners, gas lifts and hinges.
Sports and Outdoors
Equipment only, not clothing. Not tires, tubes, chains, brake pads, strings, grips, servicing or anything worn through use.
Baby and Kids
Powered and mechanical items only, and not safety items. Not fabrics, covers, harness straps, wheels or tires. Nothing subject to a recall.
Office and Business
Ink, toner, drums and feed rollers. Print heads clogged through disuse. Cleaning and servicing. Seating upholstery, tears and rips.
Musical Instruments
Strings, reeds, pads, skins and sticks. Tuning, setup and adjustment, which are routine rather than repair. Finish, lacquer, cracks and cosmetic wear.
Watches
Batteries, straps and bracelets. Glass and case scratches. Water resistance, unless the watch was sold as water resistant. Timekeeping regulation.
3.1. Vehicle Motor and Parts
Vehicles work differently from every other category. Rather than listing what is excluded, we list what is included, and everything outside that list is excluded.
The only repairs we reimburse on a vehicle are repairs to the motor itself. Both combustion engines and electric motors qualify, and only on the vehicle types listed below.
Qualifying vehicle types
Motor cover applies only to these vehicle types. A vehicle of any other type has no repair cover at all.
- Motor vehicles
- Motorbikes and Scooters
- ATVs and UTVs
- Electric bikes
- Electric mobility vehicles
What is excluded on a qualifying vehicle
Everything on the vehicle other than the motor sits outside the benefit. That includes, but is not limited to:
- Manufacturer recommended maintenance items and services of every kind, and anything on a service schedule.
- Oil and fluid changes, top-ups and flushes.
- Batteries of every kind, including starter batteries and the traction or drive battery of an electric vehicle.
- Connection hoses, pipes and wiring outside the motor, and the main connections of the motor and drivetrain.
- Fluid leaks from a housing or from those main connections.
- Tires, brakes, exhausts and clutches.
- Air conditioning and climate control.
- Bodywork, paint, trim and upholstery.
- Electrics and electronics.
- Suspension and steering.
- Emissions and diagnostic faults.
- Any work needed to make the vehicle road-legal.
Wear parts and consumables inside the motor and drivetrain, such as clutches, belts, seals, gaskets, filters and fluids, remain excluded under Section 2.
3.2. Categories where a repair cannot be claimed
There is no Repair cover at all for items listed in these categories.
- Fashion and Apparel, and Jewelry. There is no function to fail, so problems are a matter of condition or authenticity.
- Hobbies and Collectibles. Repairing a collectible usually reduces its value rather than restoring it.
- Books, Movies and Music. There is nothing to repair, and condition is visible at the meetup.
- Arts and Crafts, and Pet Supplies. These are mostly materials, bedding and accessories. Powered items belong in another category.
- Health and Beauty. Largely removed by the prohibited items rules already.
- Building materials. There is nothing to repair.
3.3. Children’s safety items
Car seats, cots, pushchairs and other children’s safety items cannot be repaired under this benefit, whichever category they are listed in. Repairing an item of this kind can affect its safety rating, so we will not fund a repair that leads to it staying in use after a fault has been found.
If a safety item is faulty, refuse it at the meetup. If the fault was deliberately hidden from you, a Fraud Claim is the route instead.
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