1. Overview

The SoldSafe Protection Guarantee and Dispute Process (the “Policy”) provides eligible SoldSafe members with access to one of three pathways when a problem arises from a transaction completed through SoldSafe.

A transaction is eligible for only one pathway. SoldSafe will determine the applicable pathway based on the information available and may reclassify a report to the pathway it determines most appropriately applies.

Only the transaction amount transacted through SoldSafe is eligible for protection and limits may apply. Platform fees, payment-processing fees, sales tax, and any amount paid outside SoldSafe are not protected.

2. Quick Reference Guide

3. Transaction Disputes Between a Buyer and Seller

A Transaction Dispute is a disagreement between a buyer and seller concerning a transaction completed through SoldSafe. The available process depends on whether SoldSafe is still holding the transaction funds.

A. Before Funds Are Released

Either the buyer or seller may report a Transaction Dispute before funds are released. A report made before release pauses the transaction while SoldSafe reviews the matter. If no issue is reported and the buyer otherwise fails to confirm the transaction, the funds SoldSafe is then holding for the transaction are automatically released twenty-four (24) hours after the scheduled pickup time. Where a deposit was paid and the remaining balance was not funded through SoldSafe, only the deposit is released. SoldSafe may send reminders before release, but each member remains responsible for acting before the funds are released.

SoldSafe will decide the dispute based on the transaction record maintained within the SoldSafe platform. The parties may provide their respective positions, but SoldSafe will rely only on information contained in the SoldSafe record, which may include:

• the listing, photographs, and any listing changes;
• transaction and payment records, including timestamps;
• messages exchanged through SoldSafe;
• acceptance, rejection, and handoff confirmations; and
• other information recorded within the SoldSafe platform.

Each party must respond to a SoldSafe request for information within twenty-four (24) hours. SoldSafe may allocate the funds it holds to the buyer, to the seller, or between the parties in any manner SoldSafe determines appropriate.

The maximum amount SoldSafe may allocate is the full amount SoldSafe is holding for the transaction.

SoldSafe's determination is final within the platform and is not subject to internal appeal.

B. After Funds Are Released

Once funds have been released, SoldSafe no longer controls the transaction proceeds and cannot reverse the transaction or recover released funds from one member to compensate another member.

If either party reports a Transaction Dispute to SoldSafe within seven (7) days after funds release, SoldSafe will provide both parties with the same transaction record. The parties may use that record in attempting to resolve the matter directly. SoldSafe has no role in documenting or enforcing any resolution between them.

If a buyer or seller files a claim in small claims court or any other court concerning the transaction within thirty (30) days after funds release, SoldSafe will reimburse the court filing fee actually paid if:

• the Transaction Dispute was reported to SoldSafe within seven (7) days after funds release;
• the member seeking reimbursement provides the court receipt for the filing fee;
• the member seeking reimbursement provides a copy of the filing, answer, counterclaim, or other court document showing that the proceeding concerns the transaction; and
• the member seeking reimbursement satisfies the other requirements of this Policy.

Filing-fee reimbursement for each party is limited to the lesser of:

• one-half of the transaction amount transacted through SoldSafe; or $250.

Total filing-fee reimbursement for both parties will not exceed $500 for a single Transaction Dispute. Reimbursement applies only to court filing/entry fees and does not include service fees, attorney fees, expert fees, or other litigation expenses.

If the buyer did not accept or reject the item before the automatic release, SoldSafe cannot recover or reallocate the released funds. The buyer and seller may still receive the transaction record and may qualify for filing-fee reimbursement if the requirements above are satisfied.

SoldSafe is not a party to the Transaction Dispute, does not represent either party, and does not take a position regarding which party should prevail in court.

4. Fraud Claims

A Fraud Claim is a claim by a buyer submitted to SoldSafe for an eligible loss arising from qualifying fraudulent conduct associated with a transaction.

A Fraud Claim is available only if:

• the buyer transacted at least $150 through SoldSafe;
• the buyer reports the claim to SoldSafe within seven (7) days after funds release;
• the buyer provides all information and documentation reasonably requested by SoldSafe during its review of the claim;
• the buyer identifies the circumstances that caused one or more of the inspection questions answered at acceptance to be inaccurate, including what the buyer discovered after acceptance and when the buyer discovered it; and
• the claim satisfies all Fraud Claim eligibility requirements.

Potential eligible matters may include:

• a material misrepresentation concerning the item;
• intentional concealment of known damage or defects;
• sale of stolen property; and
• other qualifying fraudulent conduct determined by SoldSafe.

Fraud Claims do not cover disputes regarding an item’s authenticity, counterfeit status, or other excluded matters. A complete list of exclusions and limitations is available here.

SoldSafe may request additional information or documentation, including a police report, ownership records, transaction documents, photographs, communications, or other relevant materials. Failure to cooperate may result in denial of the claim.

If a reported matter does not qualify as a Fraud Claim, SoldSafe may reclassify it as a Transaction Dispute or another protection pathway if the applicable requirements are satisfied.

Payment of an approved Fraud Claim is limited to the approved loss, the base transaction amount transacted through SoldSafe, or $500, whichever is less.

SoldSafe's determination is final and is not subject to internal appeal.

5. Repair Claims

A Repair Claim is a claim by a buyer submitted to SoldSafe for reimbursement of an eligible repair to a covered item.

A Repair Claim is available only if:

• the buyer transacted at least $150 through SoldSafe;
• the buyer reports the issue to SoldSafe within seven (7) days after funds release;
• the repair is completed and the buyer submits a paid invoice within thirty (30) days after funds release; and
• the claim satisfies all other Repair Claim eligibility requirements.

Repair Claims do not cover excluded matters. A complete list of exclusions and limitations is available here.

SoldSafe may request photographs, inspection reports, estimates, invoices, or other information relevant to the claimed condition or repair. Failure to cooperate may result in denial of the claim.

An approved Repair Claim reimbursement may include reasonable parts, labor, taxes, diagnostic fees, shipping costs, and other repair-related expenses approved by SoldSafe.

If a reported matter does not qualify as a Repair Claim, SoldSafe may reclassify it as a Transaction Dispute or another protection pathway if the applicable requirements are satisfied.

Payment of an approved Repair Claim is limited to the approved repair cost, the amount transacted through SoldSafe, or $500, whichever is less.

SoldSafe's determination is final and is not subject to internal appeal.

6. How SoldSafe Reviews Reports

SoldSafe reviews each report under the single protection pathway it determines applies. SoldSafe may reclassify a report if another pathway more appropriately addresses the reported issue.

Transaction Disputes Between a Buyer and a Seller. SoldSafe reviews Transaction Disputes based on the record maintained within the SoldSafe platform. Members should keep transaction-related communications within SoldSafe because information exchanged outside the platform will not be reviewed.

Fraud Claims and Repair Claims. For Fraud Claims and Repair Claims, SoldSafe may request additional documentation or information reasonably necessary to evaluate the claim. A member’s failure to cooperate may result in denial of the claim.

SoldSafe may investigate suspected fraud, abuse, collusion, duplicate claims, false submissions, misuse of the platform, or other conduct that results in the improper use of the protections and processes described in this Policy.

7. Finality and Legal Rights

Any determination made by SoldSafe under this Policy is final within the SoldSafe platform and is not subject to internal appeal.

SoldSafe is not acting as a court, arbitrator, mediator, or legal representative. A SoldSafe determination does not decide legal liability between a buyer and seller and is not binding outside the SoldSafe platform.

Nothing in this Policy prevents a member from reporting suspected criminal conduct to law enforcement or pursuing rights that may otherwise exist under applicable law.

8. Member Ratings and Platform Access

SoldSafe may consider the circumstances of a Transaction Dispute, Fraud Claim, or Repair Claim when determining member ratings or access to the platform. SoldSafe may limit, suspend, or terminate access when it determines such action is appropriate.

SoldSafe does not impose fines and will not recover released funds from one member to compensate another member.