Trade Assurance terms

Draft prepared for OzzBaba. Have a lawyer review it for every country you operate in before relying on it, and complete the payment-provider details before taking real payments. Holding customer money may require a licence or a regulated payments partner in some countries.

Trade Assurance is an optional protection for eligible orders. It means the buyer's payment is held and released to the supplier only after delivery is confirmed or a dispute is decided. It applies only to orders that show the Trade Assurance badge and are paid through OzzBaba.

How it works

1. The buyer places an order. The payment is held (shown as "held" on the order).
2. The supplier confirms the order and ships it. The shipping company or supplier updates the order with tracking.
3. When the goods arrive, the buyer checks them and confirms delivery (or "completes" the order).
4. On completion, the payment is released to the supplier.
5. If something is wrong, the buyer opens a dispute before completing the order. The payment stays held while the dispute is reviewed.

What it covers

• Goods not delivered by the agreed date (plus a reasonable allowance for carrier delays).
• Goods that are materially different from the order or listing (wrong item, wrong quantity, wrong specification, counterfeit).
• Goods delivered damaged, where the buyer reports it with evidence within the time allowed.

What it does not cover

• Payments made outside the Marketplace.
• Change of mind, or normal differences in colour or finish within a reasonable tolerance.
• Import duties, taxes and customs charges, unless the supplier agreed to pay them.
• Delays or damage the buyer caused (wrong address, refusing delivery, failing to collect).
• Orders for prohibited or restricted items.
• Losses above the amount paid for the affected order.

Time limits

Report problems promptly. Unless the dispute policy gives a different period, a buyer should open a dispute within 14 days after the goods were delivered or should have been delivered. If the buyer takes no action, we may complete the order automatically after a reasonable period and tell both parties first.

Decisions

We review the evidence from both sides and decide whether to release the payment to the supplier, refund the buyer in full or part, or ask for more information. Our decision is based on the order terms, the listing, messages, tracking and evidence provided. Both parties agree to follow it for Trade Assurance orders. You keep your legal rights outside the platform.

Refunds

Approved refunds go back to the original payment method where possible, in the currency of the order. Bank, card and exchange costs outside our control may apply. Timing depends on the payment provider.

Fraud and abuse

We may hold, delay or reverse payments, and close accounts, where we suspect fraud, money laundering, sanctions breaches, fake tracking or abuse of the dispute process.

Changes

We may change these terms for future orders. Orders already placed keep the terms that applied when they were placed.