IntroOverview

CHAAMO provides Buyer Protection to assist buyers in cases of non-delivery, damage during transit, or items that materially differ from the listing description. This support mechanism is offered by CHAAMO LTD and does not constitute an insurance product. CHAAMO is not the seller of any items and does not guarantee reimbursement. Claims are handled in accordance with platform policies, courier liability rules, and applicable timeframes.

1Coverage

Buyer Protection includes:

• Support in the event of item loss or damage during courier transit, subject to applicable courier liability limits.
• Assistance in disputes relating to non-delivery or items that are materially not as described.
• Refunds facilitated through the platform's payment provider (Stripe) from held transaction funds, where a claim is approved, within the required timeframes, and where the refund is mutually agreed by the buyer and the seller.

2Buyer Protection & Platform Fees

• Members – Buyer Protection is included with membership.
• Non-members – £1.00 Buyer Protection fee per transaction.
• Platform Fee – £0.30 per transaction plus a variable processing fee (2.9% for UK transactions and 4.9% for international transactions), applied to support secure payments, transaction processing, fraud prevention, and platform infrastructure.

3Exclusions

The following are not covered under Buyer Protection:

• Change-of-mind returns.
• Damage resulting from inadequate or negligent packaging by the seller. These cases are not covered by courier insurance or Buyer Protection. The seller remains fully responsible for refunding the buyer under CHAAMO's Terms of Service.
• Claims made after required timeframes (48 hours for damage; 7 days for loss or non-delivery).
• Items listed under CHAAMO's Prohibited and Restricted Items Policy.
• Claims rejected by the courier due to policy violations, insufficient packaging, prohibited contents, or missing documentation.
• Items returned, held, or destroyed by customs due to unpaid import VAT, duties, or other import charges, or the buyer's failure to meet local import requirements.

4Refund Process

Once an item is marked as delivered, the buyer has forty-eight (48) hours to either confirm receipt or submit a refund request. If a refund is requested, the funds relating to that transaction will be placed on hold. CHAAMO may review the case and any supporting evidence submitted by both parties.

Where a refund is mutually agreed by the buyer and the seller, the seller may issue the refund directly by logging in to their Stripe Connect account and refunding the relevant transaction. Refunds are strictly limited to the amount held for the relevant transaction.

If a resolution cannot be reached between the buyer and the seller, or if either party rejects the proposed refund, CHAAMO LTD reserves the right to step in and authorise a refund from the held transaction funds where, following review of the available evidence, it considers this appropriate. The funds will remain on hold pending the outcome of CHAAMO's review. CHAAMO's decision under this process is final for the purposes of the platform's internal dispute resolution, without prejudice to any rights the buyer may hold with their card issuer or under applicable law.

CHAAMO does not act as the seller of record, a payment service provider, or an escrow agent. CHAAMO may review evidence and assess compliance with platform policies but does not guarantee any specific outcome.

Refunds and seller payouts are processed through Stripe and may take up to three (3) business days to reach the recipient's account once initiated.

5How to Request Assistance

Buyers must contact CHAAMO within the required timeframe and provide supporting evidence (including, where applicable, photographs, tracking updates, and communication history). CHAAMO will review the submission and advise on the next procedural steps. Claims submitted after the applicable deadlines will not be eligible for Buyer Protection assistance.

Contact us at support@chaamo.com