Trust and safety

1. The money waits for the goods

On an escrow order the buyer’s payment is held by the platform, not passed to the vendor. The vendor can see the order is paid, so they can dispatch with confidence — but they cannot draw the money until the buyer confirms delivery with a one-time code.

That single mechanism does most of the work. A vendor cannot be paid for a parcel that never arrived; a buyer cannot claim non-delivery for one that did, because the code came from them.

2. Not every vendor carries the same guarantee

Vendors settle under one of three tiers, shown on their store page before you order. A lower commission means the vendor carries more of the risk, and so do you.

• Escrow (15%) — Full buyer guarantee; Identity check required.
• Facilitated (9%) — Partial buyer guarantee; Identity check required.
• Direct (3%) — No platform guarantee; Not required.

What each level actually covers, and the deadlines that apply, is in buyer protection.

3. Verification

• Vendors on the escrow and facilitated tiers pass an identity check before they can be paid out. A store is reviewed before it goes live.
• Riders register with their own account and are assigned deliveries; a handover is only recorded when the buyer’s code is entered.
• Accounts can enable two-factor authentication, and every active session is listed in the dashboard so an unfamiliar one can be revoked.

4. When something goes wrong

Raise it from the order itself. While the funds are in escrow the dispute happens before the money has moved, which is what makes a refund a decision rather than a recovery.

Disputes that the two parties cannot settle go to arbitration, where the order record, the delivery events and the messages between buyer and vendor are all available to the reviewer. The outcome releases or refunds the held funds.

Returns and refund timing are set out in returns and refunds.

5. Your data

Contact details and delivery addresses are encrypted where they are stored, so a copy of the database is not a copy of the customer list. Payment card details never reach this platform at all — the payment provider handles them.

You can export everything held about you, or delete your account, from your dashboard. What deletion does and does not remove — orders are retained for tax purposes, with the personal fields overwritten — is explained in your data rights.

6. What is not allowed

Counterfeit goods, anything requiring a licence the seller does not hold, prescription medicines, wildlife products, weapons, and any listing whose purpose is to move a transaction off the platform to avoid its protections.

Report a listing from the listing page. Repeat breaches end the account and, where the law requires it, are referred onwards. The full list is in the seller agreement.