1. Scope of this policy
This policy explains how cancellations, refunds, disputes, and payment reversals work on the BuyVerse.ai B2B commerce platform. It covers orders placed between buyers and sellers through the marketplace, and it covers BuyVerse.ai plan fees where that is stated.
BuyVerse.ai operates a two-sided wholesale marketplace and, except where expressly stated, is not the seller of the goods or services you buy. A seller may set additional terms for its own listings. Where a seller term and this policy conflict, the more buyer-protective term applies to the extent applicable law requires it.
One thing is stated up front because buyers reasonably expect otherwise: BuyVerse.ai does not run a returns process. There is no buyer-initiated return request, no return authorisation, and no seller approve-or-decline step behind one. If a carrier reports a shipment as returned to sender, that event is recorded against the order — but it starts nothing, moves no money, and creates no obligation on either side. Everything below describes what the platform can actually do.
2. Marketplace orders — the general rule
Most transactions here are wholesale purchases of business goods, so a sale is treated as final once the order has been accepted and fulfilled, unless one of the routes below applies. This reflects standard business-to-business trade practice, where goods are often ordered in bulk, made to order, or bought for resale.
The routes that do exist are: cancelling an order before it ships; cancelling a service booking under the provider's cancellation policy; the platform cancelling an unscheduled service that the provider never books in; and opening a dispute after delivery. Each is described below.
3. Requesting a return or refund
There is no return request in the product, and no seller approve-or-decline step behind one. Nothing in your dashboard opens a return, and no order carries an inspection or return window.
What you can do depends on where the order has got to. While it is still pending or confirmed, you can cancel it yourself. Once it has shipped, been delivered, or been completed, you can open a dispute — and that is the platform remedy after delivery.
If you and the seller agree that goods will go back, you arrange that between yourselves through the order thread. BuyVerse.ai is not part of that arrangement and does not track it. If the seller then agrees to refund you, the refund still has to be issued through one of the mechanisms described below.
- Order still pending or confirmed → cancel it yourself from the order. No seller approval is involved.
- Order shipped, delivered, or completed → open a dispute from the order, within 30 days of delivery.
- Service booking not yet started → cancel the booking. What comes back depends on the provider's cancellation policy.
- Anything else → message the seller through the order thread and agree it directly.
4. Order cancellations
A buyer can cancel an order while it is pending or confirmed. The cancellation happens immediately — it is not a request the seller reviews. Once the seller moves the order into processing, the buyer can no longer cancel it, and the platform will refuse the attempt.
A seller can cancel while an order is pending, confirmed, or processing. Neither side can cancel an order once it has shipped.
Cancelling releases any inventory reserved for the order and sends its completed payments back to the original payment method. Goods and every other line come back in full. An appointment's share follows its provider's cancellation policy, whichever way it is cancelled: when you cancel an order that carries a booked appointment, that appointment comes back exactly as cancelling the booking itself would return it (see Service bookings), and when the seller cancels, it comes back in full. Before you confirm, the cancel screen shows what comes back and why. We never mark an order as money-returned unless the money genuinely went back.
If the return of your money cannot be completed at that moment — for example because our payment service is unreachable — the order is marked as still owing it, and the order is not marked as settled back to you. Be aware of what that state is and is not: it is a record, not a queue. Nothing retries it automatically and nothing notifies anyone. If a cancellation leaves money outstanding, email support@buyverse.ai with the order number and we will complete it by hand. Building the automatic retry is recorded as work to do.
5. Service bookings
A service listing carries a cancellation policy the provider chooses — flexible, moderate, or strict — and a cancellation window that defaults to 48 hours before the appointment starts. Either the buyer or the provider can cancel a booking that has not been completed.
Cancel outside the window and all three policies return the appointment in full. Cancel inside the window and a flexible policy still returns it in full, a moderate policy returns half, and a strict policy returns nothing. What is calculated is that one appointment's own share of the order, not the whole order. The policy binds the buyer only: when the provider cancels, the appointment comes back in full.
The same rule applies whether you cancel the booking or the whole order that carries it.
A service you have paid for that has no appointment time arranged yet is always returned in full, because no cancellation window can have opened against it.
If the provider does not schedule a purchased service within five business days, BuyVerse.ai cancels that line automatically and returns the buyer that line's share of the order. You do not have to ask.
6. Disputes after delivery
Once an order has shipped, been delivered, or been completed, the buyer can open a dispute against it. Only the buyer can open one — a seller cannot originate a dispute — and only one dispute can exist per order.
A dispute must be opened within 30 days of delivery, or within 30 days of the order date where no delivery was recorded. After that the platform will not let you open one, so if something is wrong, raise it inside that window even if you are still talking to the seller.
The seller has 72 hours to respond. If it does not, the dispute escalates to BuyVerse.ai review automatically. Either party can escalate an open dispute. A party can concede in the other side's favour or withdraw, but neither side can decide a dispute in its own favour.
A dispute raised on an ESCROW hold works differently in one respect: the buyer, the seller, or BuyVerse.ai can raise it. Our Escrow Terms describe that route in full.
Only BuyVerse.ai can move money on a dispute. Where the parties do not settle it themselves, BuyVerse.ai reviews the evidence and decides the outcome, then issues any refund the decision requires. Once decided, a dispute cannot be reopened or escalated again on the platform, and there is no appeal route in the product. That does not limit any right you have to raise the matter with your bank, card issuer, or a court.
7. Escrow-protected orders
For orders funded through BuyVerse.ai escrow, the buyer's payment is charged and held by BuyVerse.ai in its own account with its payment processor until release conditions are met. It is not held by a separate escrow agent or in a segregated account.
If the order is cancelled before the funds are released, or an escrow dispute is decided outright for the buyer, the whole original charge goes back to the buyer — except, on a cancellation, the share of any booked appointment, which follows its provider's cancellation policy as described under Service bookings. What the hold itself covers depends on which route put the order into escrow: where the buyer chose escrow at checkout the hold covers the order subtotal only — not tax and not shipping, although the buyer is charged for both — and where the seller required escrow for a service, the hold covers the full order total. Our Escrow Terms set out release conditions, the escrow fee, and how an escrow dispute is decided.
8. How refunds are issued
Money always goes back to the original payment method, through the provider that took the original payment. The platform will never send back more than was charged: a partial refund reduces what is left, and the total can never exceed the original amount.
How long the money takes to appear is set by your bank or card issuer. BuyVerse.ai does not control that and does not commit to a timescale for it.
Where the payment was taken through a live payment provider but no charge reference was recorded against it, the platform refuses to record money as returned rather than showing a movement that did not happen. In that situation contact support@buyverse.ai with the order number. That guard applies to the live path only: where no payment provider is configured for the deployment, or the original charge was a simulated one, the transaction is marked settled without any provider call — which is correct for those cases, because no money was taken in the first place.
9. Fees when an order is refunded
The escrow fee is part of what the buyer was charged, so returning the whole charge returns the escrow fee too. BuyVerse.ai does not keep it where the buyer gets everything back.
A partial outcome is different, and this is the exception buyers most need to know. Where an escrow dispute is decided as a split, the split is calculated on the held goods amount only. The escrow fee is not in that base, and none of it comes back. The buyer receives part of the goods amount and still pays the whole protection fee. Our Escrow Terms set this out alongside the rest of the escrow mechanics.
The platform fee is charged to the seller, not the buyer, and is deducted from what the seller receives. On a partial refund, that fee is recalculated against the amount the seller actually keeps rather than against the original order value.
Return shipping, where a buyer and seller agree a return between themselves off the platform, is a matter for those two parties. BuyVerse.ai neither collects nor allocates it.
10. Plan fees
BuyVerse.ai subscription fees are billed in advance for the applicable term and are generally non-refundable, except where required by law or expressly stated in an order form.
You may cancel a subscription to prevent future renewals; cancelling does not automatically refund the current term.
Where a paid plan includes a free trial, you will not be charged if you cancel before the trial ends.
You can move up to a higher plan at any time: the new plan starts immediately and is charged in full, with no proration credit for the plan you are leaving.
Moving down to a lower plan is not self-serve yet: cancel your current subscription and subscribe to the lower plan afterwards. Cancel from your billing settings and you keep access until the end of the paid period; a cancellation made by any other route ends access at once.
11. Chargebacks
Use the cancellation or dispute route above before going to your bank — it is normally faster, and it is the only route where BuyVerse.ai can act directly on the order.
If you do raise a chargeback, your bank drives it and BuyVerse.ai follows what the bank decides. While the chargeback is open, any escrowed funds on that order are frozen. If the bank finds for you, the funds are reversed against the seller and the order is marked refunded. If the bank finds for the seller, the funds stay where they were. Repeated chargeback losses against a seller trigger a fraud review of that seller.
Abusive or fraudulent chargebacks may result in account restrictions.
12. Changes and contact
We may update this policy from time to time. Material changes will be communicated through the Services or by email, and the "last updated" date above will change. For help with a specific order, message the seller through the order thread, open a dispute from the order, or email support@buyverse.ai.