StarShipDealers - Buyer Protection Agreement

This Buyer Protection Agreement (the "Agreement") is designed to clearly define the rights, obligations, and protections available to buyers (collectively, "Buyers" or "you") who purchase virtual goods, digital items, and services through the StarShipDealers platform (the "Platform"). This Agreement supplements and works in conjunction with the StarShipDealers Master Terms of Service (the "Master TOS").

This Agreement is supplemental to and incorporates by reference the following documents:
- Master Terms of Service - governing general platform use, eligibility, and conduct
- Seller Protection Agreement - governing seller rights and obligations
- Privacy Policy - governing data collection, use, and protection
All terms defined in the Master TOS apply equally to this Agreement unless otherwise specified herein.

By making your first purchase on the Platform, you automatically accept and agree to be bound by this Buyer Protection Agreement. Continued use of the Platform for purchasing activities constitutes ongoing acceptance of these terms.

This Agreement becomes effective upon your first payment for any transaction on the Platform and remains in effect for all subsequent purchases.

This Agreement is intended to:
- Clarify your rights as a Buyer
- Outline your obligations throughout the purchase process
- Explain the dispute resolution process
- Define the Platform's protections and limitations
- Set clear expectations for delivery, inspection, and acceptance

StarShipDealers is committed to:
- Protecting Buyers from fraudulent sellers and non-delivery
- Providing a secure escrow system for all transactions
- Offering impartial arbitration through our Final Resolution Committee (see Section 5.6)
- Maintaining transparency in all platform operations
- Enforcing seller accountability and quality standards

You must provide accurate, truthful, and complete personal information when:
- Registering your account
- Making payments
- Submitting delivery credentials
- Filing disputes or claims
You agree to:
- Maintain current and up-to-date account information
- Update your information promptly if it changes
- Ensure your contact details are accurate for delivery purposes
Consequences of providing false information:
- Delayed or failed delivery
- Rejection of dispute claims
- Account suspension or termination
- Forfeiture of purchase funds

Before completing any purchase, you MUST:
Before checkout, verify:
- Item Details: Product name, type, category, game/server/faction compatibility
- Pricing: Base price, platform fees, processing fees, total cost at checkout
- Description: Complete specifications, features, exclusions, limitations, delivery method and timeline
Seller Reputation (Recommended): Check seller ratings, transaction history, reviews from other buyers, and "Verified Seller" status. Platform actively monitors seller performance and takes action against fraudulent or underperforming sellers.
Billing Address: Provide accurate billing address matching your payment method.
You are solely responsible for ensuring the item matches your needs BEFORE purchase. Refunds will NOT be granted for buyer error or failure to read the listing description.

You must provide complete and accurate delivery information, including:
a) Delivery Email/Username
- Provide the correct RSI account email address
- Verify spelling and format
- Ensure email is active and accessible
b) Account Details (if applicable)
- Provide in-game character name or account ID
- Specify server or region (if applicable)
- Provide any additional details required by the seller
c) Contact Information
- Provide valid email for order notifications
- Ensure phone number is current (if requested)
- Respond to seller inquiries promptly
Consequences of incorrect delivery credentials:
- Delivery to wrong account (non-refundable)
- Delayed delivery
- Inability to process refunds
- Automatic acceptance due to delivery to provided credentials

You MUST actively monitor your registered email address for:
- Order confirmations, delivery notifications, dispute updates
- Platform communications, seller messages
You MUST actively monitor your registered email for order confirmations, delivery notifications, dispute updates, Platform communications, and seller messages. Respond within required timeframes (see Sections 4.6, 5.5) or risk automatic acceptance and loss of dispute rights. Ensure emails from Platform are not blocked by spam filters.

You MUST use the Platform's internal Dispute System for all transaction disputes (see Section 5). File disputes through Platform, provide evidence via Platform messaging, and accept Final Resolution Committee decisions as binding (Section 5.6).
Prohibited: Chargebacks or payment disputes (see Section 7.1 - immediate permanent ban), third-party arbitration, legal action before exhausting Platform dispute resolution.
Why: Platform dispute system is designed for digital goods. Banks/credit cards cannot handle gaming item disputes. Bypassing the system results in account termination and forfeiture of funds.

All disputes must be filed within the 24-hour inspection period (see Sections 4.4, 4.6, 5.2). Best-effort support available beyond 24 hours (Section 9.8), but not guaranteed.

Required:
- Respond to Platform requests within 48 hours (see Section 5.5)
- Provide evidence as requested (screenshots, logs)
- Answer questions honestly, refrain from harassment/threats
Consequences: Failure to cooperate may result in dispute dismissal or account penalties.

Order Process (5 Steps):
1. Browse: Search marketplace, compare prices/sellers
2. Add to Cart: Select items, quantity
3. Review: Verify quantities, prices, descriptions, delivery timelines, total cost
4. Payment: Choose method (credit card, PayPal, crypto, wallet), enter details, review fees
5. Confirm: Review final summary, verify delivery credentials, accept terms, submit payment

Upon successful payment: Email confirmation sent, order number assigned, seller notified, delivery timeline displayed, payment held in escrow.

Available: Credit/Debit Cards, PayPal (~3% fee), Bank Transfer, Cryptocurrency (if supported), Platform Wallet (instant, no fees).
Terms: By selecting a payment method, you agree to the payment processor's terms (e.g., PayPal). Platform not responsible for processor policies/fees/disputes. Processing fees disclosed at checkout (non-refundable unless seller at fault). All transactions in USD (currency conversion fees may apply).

Buyer Escrow Fee:
The Platform charges a small escrow insurance fee per order to cover transaction security, payment protection, and dispute resolution services.
Current Fees:
- Standard Rate: $3.00 USD per order
- Applied automatically at checkout
- Non-refundable (escrow fee is considered insurance - see Section 6 for refund details)
What the Escrow Fee Covers:
- Secure payment holding (escrow system)
- Fraud protection and verification
- Dispute resolution services (Final Resolution Committee)
- Platform operational costs
- Payment security infrastructure
Fee Transparency:
- All fees are clearly displayed at checkout before payment
- No hidden charges or surprise fees
- Total cost breakdown shown in order summary
Current Fee Information:
For the most up-to-date fee information and any active promotional rates, please visit: www.starshipdealers.com/fees/
Note: Fees are subject to change. You will always see the current applicable fees at checkout before completing your purchase.

100% Escrow Protection: All payments held in escrow until delivery confirmed or acceptance period expires.
How Escrow Works: Payment at checkout → funds held securely by Platform (NOT released to seller) → seller delivers → you inspect within 24h → you accept OR file dispute → funds released to seller after 24h acceptance period (if no dispute).
Buyer Protection:
- You are protected from seller non-delivery
- You are protected from receiving wrong or defective items
- You can file disputes during the 24-hour inspection period
- Refunds are processed quickly from escrow funds
Seller Protection:
- Sellers are guaranteed payment once delivery is accepted or 24 hours expires
- Escrow prevents chargebacks from reaching sellers
- Platform absorbs chargeback losses up to $500 per transaction (if buyer fraudulently disputes after acceptance)
- For transactions over $500, additional identity verification may be required

Once you complete checkout and submit payment, orders CANNOT be changed or cancelled.
This includes:
- Changing item selection
- Changing quantity
- Changing delivery email or account
- Cancelling the order
Exception: Contact Support Immediately
If you made an error (wrong item, wrong account, etc.), contact Platform Support immediately. The seller may, at their sole discretion, accept the change request. Sellers are NOT obligated to accept change requests.
Refund Before Delivery:
If the seller has not yet initiated delivery, you may request a full refund. Contact Support for assistance.

International Transactions: Platform facilitates transactions between buyers and sellers in different countries. Buyer Responsibilities: Import duties/taxes are your responsibility; check local laws regarding virtual goods; ensure customs compliance (if applicable); understand currency conversion rates/fees. Platform Disclaimer: Not responsible for import/export restrictions; does not collect/remit taxes on your behalf (except where legally required). You are solely responsible for understanding and complying with local tax laws.

Anti-Fraud Measures: StarShipDealers reserves the right to request identity verification in certain circumstances to protect buyers, sellers, and the Platform from fraud.
When Required: Purchases exceeding $500 USD; multiple high-value transactions within short period; suspicious activity/payment patterns; first-time high-value purchases; as required by law/payment processors.
What We Request: Government-issued photo ID (passport, driver's license, national ID); proof of address (utility bill, bank statement); selfie with ID; additional payment verification.
Your Rights: May decline verification (transaction cancelled/refunded). All documents handled securely per Privacy Policy. Documents deleted after verification (retention per legal requirements).
Processing: Verification typically completed within 24-48 hours. Order placed on hold pending verification; seller delivery timeline paused during verification.
Purpose:
Identity verification helps us combat fraud, money laundering, and unauthorized transactions, protecting all platform users.

Standard Delivery: 24 Hours
Delivery Guarantee: Sellers commit to delivery timeframes (0-12 hours Express, up to 24 hours Maximum). Platform sends email notification when delivery initiated. Late delivery = full refund (see Section 6) + seller penalties (10% refund penalty + reputation damage).

Email (RSI Gift): Gift email to registered RSI account (items added to Hangar upon accepting). Account-Based: Upgrade/credit applied directly to account. Codes/Vouchers: Code provided via Platform messaging (redeem on game website/in-game).

When seller completes delivery: Email sent with delivery details, 24-hour inspection period begins, verify delivery and accept or file dispute. Email includes: order number, item details, delivery method, verification instructions, accept/dispute link, countdown timer.
Important: Check email immediately upon receiving delivery notification.

You have 24 hours from delivery notification to inspect the item:
- Verify item matches listing: Name, model, specifications, images
- Verify correct delivery: Item in RSI Hangar/account, accessible and functional
- Check completeness: All components, bonuses, extras included (multi-item orders)

Accept delivery if: Item exactly as described, delivered to correct account, functional/usable, no missing components.
How to Accept: Click "Accept Delivery" in email notification OR log in to Platform and accept via order history. Acceptance releases escrowed funds to seller.

AUTOMATIC ACCEPTANCE AFTER 24 HOURS
If you do NOT accept or dispute within 24 hours: delivery is automatically accepted, escrowed funds are released to seller, and you LOSE all dispute/refund rights.
Failure to Monitor Email = Automatic Acceptance. You are responsible for monitoring email and responding within 24 hours. Platform will NOT extend period or issue refunds after auto-acceptance.
Exceptional Circumstances: Platform may provide best-effort support beyond 24 hours (Section 9.8), but refunds are NOT guaranteed. No disputes accepted after auto-acceptance period expires.

Multi-Item Orders:
- Orders with multiple items may be delivered in parts
- Each item may have a separate delivery notification
- You must verify each item separately
Filing Disputes for Partial Deliveries:
- You may file a dispute for missing or incorrect items only
- Correctly delivered items will be accepted
- Refunds are prorated based on missing items' value

Valid Dispute Reasons:
a) Non-Delivery: Seller failed to deliver within Delivery Guarantee timeframe. No delivery notification received. Item not present in RSI Hangar/account.
b) Item Mismatch: Item does not match listing (wrong item delivered, specifications differ, quality lower than advertised, images don't match).
c) Delivery Error: Item delivered to wrong RSI account, server, or region. Item not accessible in your account.
d) Incomplete Delivery: Missing items from package/bundle, advertised bonuses not included.
See Section 6.3 for complete refund eligibility requirements.

All disputes must be filed within 24 hours of delivery confirmation (see Section 4.4, 4.6). After 24 hours, delivery is auto-accepted (NO disputes allowed).
How to File: Log in → Order History → "File Dispute" (or use link in delivery notification email).
Platform Actions: Seller notified immediately, escrowed funds held (not released), 48-hour response window begins for seller.

To file a dispute, log into your Platform account within 24 hours of delivery notification. Navigate to order history, click "File Dispute", select reason from dropdown (non-delivery, item not as described, wrong item, defective, missing items, other), provide detailed explanation (what ordered vs. received, timestamps, facts - avoid emotional language), upload evidence (screenshots, chat logs - see Section 5.4), review and submit. Platform reviews within 24-48 hours; you may be asked for additional information via email.

To strengthen your dispute claim, provide:
| Evidence Type | Requirements |
|--------------------------------|-----------------------------------------------------------------------------------------------------------|
| Proof of Non-Delivery | Screenshots: item absent in RSI Hangar logs, no account upgrades/credits. |
| Item Mismatch | Screenshots: delivered item details, original listing, side-by-side comparison highlighting differences. |
| Communication Logs | Platform messages, email correspondence, seller resolution attempts. |
| Timestamps/Dates | All screenshots with visible timestamps, delivery/dispute filing dates/times. |
Quality Standards: High-resolution, clear readable text, UI elements visible (timestamps, character names), no edits/alterations.

During the dispute process, you MUST:
a) Respond to Seller's Counter-Evidence Within 48 Hours
- The seller will submit counter-evidence (delivery proof, screenshots, etc.)
- You will be notified via email with 48 hours to respond with additional evidence/explanation
- Platform may request clarification; 48h response deadline applies
- Failure to respond = automatic acceptance of seller's claim, funds released to seller, no refund
Set Email Notifications: Enable dispute update notifications to avoid missing critical communications.

When: Direct negotiation fails, Platform suspects fraud, or standard process insufficient.
Committee Independence: Operates with strict impartiality, evidence-based decisions, no bias toward buyers/sellers.
Committee Expertise: Gaming industry knowledge, legal/policy training, systematic evidence analysis, fair evidence-based outcomes.
Final Resolution Committee Review:
The Committee reviews:
- Delivery evidence from seller (screenshots, logs)
- Your claim and evidence (dispute reason, screenshots, explanations)
- Communication logs between you and the seller
- Transaction history of both parties
- Reputation scores of both parties
- Listing description and images (original listing content)
Committee Decision:
- The Committee makes a final, binding decision based on evidence
- No appeals are allowed once the decision is rendered
- You agree to accept the decision and not pursue external legal action or chargebacks (see Section 2)
- The decision is enforced within 3 business days
Possible Outcomes:
- Full refund (see Section 6) to you (seller at fault)
- Partial refund to you (both parties share responsibility)
- No refund (seller not at fault, delivery confirmed)
- Seller penalty applied (if seller violated policies)
- Buyer penalty applied (if frivolous dispute or false claims detected)

Before Seller Initiates Delivery:
- You may request a full refund of item price before the seller starts delivery
- Escrow fee ($3) is non-refundable (see Section 3.4)
- Contact Platform Support to cancel the order
- Refund processed within 3 business days
How to Request Pre-Delivery Refund:
1. Contact Platform Support via email or Ticket System
2. Provide order number
3. Request cancellation and refund
4. Support will verify delivery has not started
5. Refund issued to original payment method

CRITICAL: Refunds Only Available BEFORE Acceptance
Once delivery is accepted (manually or automatically after 24 hours), digital goods are FINAL and NON-REFUNDABLE. Digital goods cannot be "returned" like physical items; acceptance confirms satisfaction.
Refunds require: Valid dispute filed within 24-hour inspection period (Sections 4.4, 4.6, 5.2) BEFORE acceptance. See Section 6.3 for valid refund reasons.

Note: All refunds exclude escrow fee (see Section 3.4).
Refunds granted ONLY if dispute filed WITHIN 24 hours and BEFORE acceptance:
a) Non-Delivery by Seller: Failed to deliver within Delivery Guarantee timeframe; dispute filed within 24 hours.
b) Item Significantly Not as Described: Major discrepancies, misleading/false listing; dispute filed within 24 hours.
c) Wrong Item Delivered: Completely different item than listed; dispute filed within 24 hours.
d) Seller Fraudulent Activity (Rare Exception): Seller engaged in scam/fraud, stole item back post-delivery (unauthorized recovery via game support). ONLY exception where Platform may provide support after 24-hour window. Requires proof of seller fraud (not buyer error). Seller permanent ban, potential legal action.
IMPORTANT: All refund reasons (except proven seller fraud) require dispute filed WITHIN 24 hours. After acceptance, no refunds.

Platform will NOT issue refunds for the following reasons:
| Invalid Reason | Explanation |
|-----------------------------------|-----------------------------------------------------------------------------------------------------------------------------------------------------------|
| Buyer Accepted Delivery | Sale final after manual/auto-acceptance (see Section 4.6). |
| Buyer's Remorse | Changed mind, found better deal, or don't want item anymore. |
| Misread Listing | Failed to read full description, assumed unlisted features, misunderstood item type. Should have verified BEFORE purchasing or WITHIN 24 hours. |
| Game Publisher Changes | Developer nerfs/buffs/rebalances item post-delivery. Item price changes, game updates alter stats. Platform not responsible for game publisher changes. |
| Account Issues (Buyer's Fault)| Game account banned/suspended/hacked, buyer lost access, or transferred account to someone else (not seller's fault). |
| Item Appearance | Item looks different than expected but matches listing images. Personal preferences or aesthetics. |
| Wrong Item BUT Accepted | Seller delivered wrong item, but buyer accepted delivery anyway. Should have filed dispute within 24 hours. |
| Buyer Initiated Chargeback | Chargeback filed (dispute system bypassed) - see Section 7.1. |
Platform Disclaimer: Not responsible for game developer changes, account issues, buyer remorse, or issues discovered after acceptance. You have 24 hours to inspect and file disputes (see Section 4.4, 4.6).

Refund Methods:
- Original Payment Method (Default): Credit/Debit Card (3-5 days), PayPal (1-3 days), Bank Transfer (5-10 days), Cryptocurrency (1-3 days)
- Platform Wallet Credit (Alternative): Instant credit, no processing delay, use for future purchases, no refund fees
Processing Fee: 5% or payment provider fee (whichever greater). Fee waived if seller at fault (non-delivery, fraud, wrong item). Fee applied if buyer at fault (rare cases).
Timeframe: Refunds processed within 3 business days of approval. May take 5-10 days to appear in account (bank processing). Email confirmation sent.

Available for Multi-Item Orders:
- Refund only for missing or incorrect items
- Correctly delivered items are accepted and paid to seller
- Refund amount is prorated based on item value
Example: Ordered 3 ships ($300 total, $100 each), seller delivered 2 correct + 1 wrong → $100 refund (wrong ship), seller receives $200 (2 correct), processing fee applied proportionally if buyer at fault.

YOU MUST USE THE PLATFORM'S DISPUTE SYSTEM FIRST
Chargebacks Defined:
A chargeback is a payment dispute filed directly with your bank, credit card issuer, or PayPal, bypassing the Platform's dispute resolution system.
Platform Policy:
- You MUST use the Platform's Dispute System BEFORE initiating any chargeback
- Direct chargebacks without first filing a Platform dispute = policy violation
- Platform arbitration is final and binding
- No third-party arbitration allowed during active orders
Consequences of Unauthorized Chargebacks:
1. Immediate account suspension (no warning)
2. Forfeiture of purchase funds (if item was delivered)
3. Permanent ban from the Platform (if chargeback fraud detected)
4. Payment Processor Penalties:
- PayPal may limit or ban your account
- Your payment provider may flag your payment method
- Credit card companies may investigate fraud
- You may be blacklisted from other platforms
5. Legal action for chargeback fraud (see Section 8.4)
Chargeback Fraud = Legal Prosecution:
If you intentionally file a fraudulent chargeback (claiming non-delivery when item was delivered), see Section 8.4 for fraud prosecution details (civil litigation, criminal charges, law enforcement cooperation).
Exception: Chargebacks Against the Platform Itself
You may file chargebacks for disputes directly with the Platform (e.g., Platform billing errors, unauthorized Platform fees). However, chargebacks for seller-related issues must go through the Platform's dispute system first.

The following actions are strictly prohibited and will result in immediate penalties:
| Prohibited Action | Description | Consequences |
|--------------------------------------------------|--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|--------------|
| False Delivery Claims | Claiming non-delivery when item received, filing fraudulent disputes to get free items, misrepresenting item condition, claiming wrong item when correct item received. | Dispute dismissed, payment forfeited, account suspension/ban, legal action for fraud, seller reimbursed. |
| Multiple Accounts | Creating alternate accounts to circumvent bans/suspensions, manipulate reputation, create fake purchases/reviews, evade dispute resolutions. One account per person strictly enforced. | All accounts permanently banned, funds forfeited, IP/device ban, legal action if fraud involved. |
| Self-Dealing | Buying from your own listings (if you also sell), buying from agent's/friend's listings to boost reputation, creating fake sales, colluding with sellers to manipulate reviews. | Reputation penalty (rating reset), account suspension/termination, funds forfeited, permanent ban for repeat offenses. |
| Third-Party Arbitration During Active Orders | Filing complaints with third-party arbitration services during active orders/disputes, pursuing legal action before Platform dispute resolution (except disputes against Platform itself). | Account suspension, forfeiture of funds, permanent termination, breach of contract. |
| Direct Returns to Seller | Returning items to sellers via in-game methods without Platform approval, transferring items back without authorization. All returns must go through Platform Support. | Return invalidated, refund denied, fraud protection voided, transaction record lost. |
| Refund System Abuse | Repeatedly filing false claims, requesting refunds for invalid reasons, "renting" items (buy, use, then refund), exploiting 24-hour window to use items temporarily. | Refund requests denied, account flagged for abuse, suspension/termination, permanent ban for repeat offenses. |

Escalating Penalties:
- 1st Offense: Formal written warning (no financial penalties)
- 2nd Offense: Account suspension 7-30 days (cannot make purchases, must complete existing orders, acknowledge violations before reactivation)
- 3rd Offense: Permanent ban (account closed, funds forfeited if fraud, IP/device ban)

For Policy Violations:
- Loss of buyer reputation score
- Negative feedback on profile
- Restricted access to premium sellers (verified sellers may block you)
- Lower priority in dispute resolutions

Payment Forfeit (Fraud Cases): If fraud detected, you forfeit payment (up to full order value). No refund issued, funds transferred to seller or retained by Platform.
Outstanding Fees: Must pay outstanding fees/penalties before reactivation. Failure to pay = permanent account closure.
Reactivation Deposit: After suspension, reactivation deposit up to $300 may be required (held as security, refunded after 6-12 months good standing, applied to future penalties if violations recur).

Civil and Criminal Liability:
- The Platform cooperates with law enforcement for fraud investigations
- User information shared with authorities (as legally required)
- Civil litigation for damages (Platform or seller may sue)
- Criminal charges for serious fraud (theft, identity theft, chargeback fraud)
Platform Legal Support:
- The Platform provides transaction records, evidence, and testimony
- The Platform assists sellers in prosecuting fraudulent buyers
- The Platform pursues legal action independently for Platform damages

Secure Payments: All payments via PCI-compliant gateways (encrypted, fraud detection). No payment details stored on Platform (handled by payment processors).
Seller KYC: Sellers verified before listing (government ID, business docs). Reputation system (ratings, reviews, transaction history, "Verified Seller" badges).

100% Escrow Protection: All payments held securely until delivery confirmed or acceptance period expires. Automatic refunds for non-delivery. See Section 3.5 for complete escrow process and protection details.

Platform provides impartial arbitration via the Final Resolution Committee: independent review, final binding decisions, gaming industry expertise. See Section 5.6 for complete process.

Platform issues refunds for valid disputes filed within 24 hours: non-delivery, item mismatch (see Section 6.3). Refund amount: item price only (escrow fee excluded per Section 3.4). In rare fraud cases, Platform may absorb loss to protect buyer. See Section 6 for complete policy.

Best-Effort Support Beyond 24-Hour Window: In exceptional circumstances, Platform may provide support beyond 24-hour acceptance window (not guaranteed, case-by-case basis).
Examples: Seller fraud discovered after acceptance (item stolen back), game publisher issues (item removed due to exploit), Platform technical errors preventing timely dispute filing.
Disclaimer: Extended support does not guarantee refunds/resolutions. 24-hour acceptance window is firm. Buyers expected to monitor emails and inspect items within this timeframe.