Marketplace Buyer Protection Policy

Effective Date: 2026

Last Updated: 2026

This Marketplace Buyer Protection Policy explains how buyer protection, order support, non-delivery reports, misleading listing complaints, damaged or defective item reports, digital product access issues, creator service disputes, refund reviews, chargebacks, scam reports, and related marketplace buyer issues may be handled on Playflick.com, operated by Playflick™ Media .ltd.

This policy should be read together with our Terms of Service, Payments & Billing Terms, Refund Policy, Marketplace Seller Terms, Creator Marketplace & Services Policy, Consumer Protection & Fair Trading Policy, Fraud Prevention & Risk Review Policy, Account Balance & Ledger Policy, and Account Suspension & Termination Policy.

1. Who We Are

Operator: Playflick™ Media .ltd

Website: https://playflick.com

Business Address:
41 Norman Avenue
London
N22 5ES
United Kingdom

Marketplace Support Email: hello@playflick.com
Contact Page: https://playflick.com/contact-us

2. Purpose of This Policy

Playflick may offer marketplace features that allow buyers to purchase digital products, creator services, merchandise, tickets, downloads, paid access, or other marketplace items where available.

This policy explains:

How buyer protection may apply
What buyers should do if an order has a problem
How non-delivery, misleading listings, or defective items may be reviewed
How refunds, credits, chargebacks, and disputes may be handled
What buyer protection may not cover
How Playflick may respond to buyer or seller misuse

3. Buyer Protection Availability

Buyer protection, order support, dispute tools, refund tools, marketplace checkout protections, and related features may not be available to every buyer, seller, order, product type, service type, country, payment method, or marketplace feature.

Playflick may add, remove, restrict, redesign, suspend, or discontinue buyer protection features at any time.

4. Buyer Responsibility

Buyers are responsible for reviewing listing details before purchasing.

Buyers should check:

What is being sold
Price and fees
Delivery method
Delivery timeline
Digital access limits
Refund or cancellation terms
Licence or usage rights where relevant
Seller identity and reputation where available

5. Covered Marketplace Issues

Buyer protection may help with certain marketplace issues where available and where the purchase was made through eligible Playflick marketplace checkout tools.

Covered issues may include:

Item not delivered
Digital product not accessible
Creator service not provided
Listing materially misleading
Wrong item delivered
Item significantly different from description
Unauthorised marketplace charge
Seller scam or fraud concerns

6. Issues That May Not Be Covered

Buyer protection may not cover every issue.

Exclusions may include:

Purchases made outside Playflick
Buyer remorse
Failure to read listing terms
Disputes about subjective quality
Custom services already delivered as described
Digital content already accessed where refund limits apply
Orders affected by buyer-provided incorrect information
Items prohibited by Playflick policies
Abusive, false, or repeated dispute claims

7. Off-Platform Purchases

Payments made outside Playflick may not be protected by Playflick marketplace buyer protection, refund, dispute, chargeback, or order support processes.

Buyers should be cautious if a seller asks them to pay through:

Gift cards
Cryptocurrency
Bank transfer to unknown accounts
Friends-and-family payment methods
Suspicious payment links
Fake Playflick checkout pages
Payment methods that provide little protection

8. Non-Delivery

Buyers may report non-delivery where an eligible marketplace order was not delivered within the stated delivery period or a reasonable time.

Playflick may review:

Order records
Seller fulfilment records
Delivery tracking where available
Digital access logs where available
Buyer and seller messages
Refund or cancellation terms
Payment and fraud signals

9. Digital Product Access Issues

Buyers may report problems accessing eligible digital products purchased through Playflick marketplace tools.

Digital access issues may include:

Download link not working
Access pass not delivered
Wrong file provided
File corrupted or incomplete
Content materially different from the listing
Licence terms not as described
Paid content not available after purchase

Refund eligibility may depend on whether access started, the nature of the issue, seller terms, platform rules, fraud concerns, and applicable law.

10. Creator Service Disputes

Buyer protection may apply to some creator service disputes where services are purchased through eligible Playflick marketplace tools.

Creator service disputes may involve:

Service not delivered
Delivery significantly late
Wrong deliverable provided
Deliverable materially different from listing
Seller stopped responding
Cancellation disagreement
Revision or approval dispute

Playflick may not resolve every subjective creative disagreement, taste issue, private contract dispute, or off-platform arrangement.

11. Misleading Listings

Buyers may report listings that appear misleading, deceptive, inaccurate, unsafe, infringing, counterfeit, or materially different from what was delivered.

Misleading listing concerns may include:

False product description
Fake product images
Fake official approval claims
Hidden fees
Fake scarcity or urgency
Unclear licence terms
Misleading refund terms
Counterfeit or infringing goods

12. Damaged, Defective, or Wrong Items

Where physical goods are supported, buyers may report damaged, defective, or wrong items.

Playflick may request:

Order reference
Photos or videos of the item
Packaging photos
Tracking information
Seller messages
Description of the issue
Return or refund preference where available

Physical goods support may vary depending on country, seller, delivery method, payment provider, product type, and applicable law.

13. Unauthorised Charges

Buyers should report unauthorised marketplace charges promptly.

Playflick may review:

Payment records
Account login activity
Device and security signals
Order history
Refund or chargeback records
Fraud signals

Buyers should also contact their bank, card issuer, app store, or payment provider where appropriate.

14. Refunds and Credits

Playflick may issue or support refunds, credits, reversals, or other remedies where appropriate and where marketplace tools allow.

Refund decisions may consider:

Seller terms
Listing accuracy
Delivery status
Whether digital content was accessed
Whether a service was completed
Buyer and seller evidence
Payment-provider rules
Fraud or abuse concerns
Applicable law

15. Chargebacks

Buyers may have chargeback or payment dispute rights through their bank, card issuer, app store, or payment provider.

Chargebacks may affect:

Buyer account standing
Seller balances
Seller payouts
Refund processing
Marketplace access
Fraud review

False, abusive, or repeated chargeback claims may result in account restrictions.

16. Evidence and Review

Playflick may request evidence from buyers and sellers when reviewing marketplace disputes.

Evidence may include:

Order details
Listing screenshots
Receipts
Messages
Delivery tracking
Digital access logs
Photos or videos of products
Refund or cancellation records

Playflick may decide based on available evidence if one party does not respond.

17. Buyer Abuse

Buyer protection must not be misused.

Prohibited buyer abuse may include:

False non-delivery claims
False defective item claims
Using digital content and then falsely claiming non-access
Threatening sellers to obtain unfair refunds
Repeated abusive chargebacks
Using stolen payment methods
Claiming refunds for off-platform purchases as if they were Playflick purchases

18. Seller Abuse

Sellers must not misuse marketplace tools or exploit buyers.

Seller abuse may include:

Taking payment without delivery
Misleading listings
Counterfeit or infringing sales
Fake delivery evidence
Refusing valid refunds unfairly
Moving buyers to unsafe off-platform payments
Harassing buyers after a dispute
Creating new seller accounts to evade enforcement

19. Scam Protection

Buyers should be cautious of marketplace scams.

Warning signs may include:

Prices that seem unrealistically low
Pressure to pay outside Playflick
Requests for gift cards or cryptocurrency
Requests for passwords or login codes
Fake delivery confirmations
Suspicious download links
Fake seller identities
Fake Playflick checkout pages

20. Buyer Protection Limits

Playflick may limit buyer protection where claims are unsupported, late, abusive, outside eligible marketplace tools, connected to prohibited items, or outside the scope of available platform protections.

Buyer protection does not guarantee that every buyer will receive a refund, credit, replacement, chargeback success, dispute win, or seller action.

21. Reports About Buyer Protection Issues

Buyers may report order problems, non-delivery, misleading listings, payment issues, digital access problems, seller scams, counterfeit goods, or refund concerns.

Contact:

Email: hello@playflick.com
Contact Page: https://playflick.com/contact-us

Please include:

Your account email
The order, listing, seller, product, service, or payment involved
A clear explanation of the issue
Any screenshots, receipts, messages, tracking information, or files
Whether fraud, payment abuse, counterfeit goods, or safety concerns are involved

Do not send passwords, full payment card numbers, bank passwords, or one-time login codes.

22. Enforcement

Playflick may take action where marketplace orders, buyers, sellers, listings, payments, or disputes involve fraud, abuse, misleading conduct, unsafe products, or policy violations.

Enforcement may include:

Issuing refunds or credits where appropriate
Removing listings
Restricting seller tools
Restricting buyer accounts
Restricting marketplace access
Withholding or reversing seller funds where permitted
Adjusting balances
Removing counterfeit or unsafe products
Suspending or terminating accounts
Preserving records for legal, safety, fraud, payment, or moderation reasons

23. Appeals

If your buyer protection claim, refund request, order dispute, marketplace access, payment, account, or related feature was restricted or refused and you believe Playflick made a mistake, you may request a review under our Appeals Policy where available.

Contact:

Email: hello@playflick.com

Please include:

Your account email
The order, seller, listing, product, service, or payment involved
The buyer protection decision you are appealing
Why you believe the decision was incorrect
Any supporting receipts, screenshots, tracking information, messages, or files

Do not send passwords, full payment card numbers, bank passwords, or one-time login codes.

24. Privacy and Data Retention

Playflick may process and retain order records, buyer protection claims, dispute records, refund records, chargeback records, payment records, seller records, messages, evidence files, fraud signals, support messages, appeal records, and enforcement records.

These records may be retained for marketplace operation, fraud prevention, payment disputes, tax, accounting, legal compliance, moderation, appeals, audits, and platform integrity.

More information is available in our Privacy Policy, Data Retention Policy, and Evidence Preservation Policy.

25. Changes to This Policy

We may update this Marketplace Buyer Protection Policy from time to time.

Changes may reflect new marketplace tools, buyer protection features, payment systems, dispute processes, refund rules, fraud controls, consumer protection standards, legal requirements, or platform updates.

Your continued use of Playflick marketplace buyer protection or marketplace purchase features after changes become effective means you agree to the updated policy.

26. Contact Us

For buyer protection questions, order disputes, refund concerns, seller scam reports, marketplace payment issues, appeal requests, or policy enquiries, contact:

Playflick™ Media .ltd
41 Norman Avenue
London
N22 5ES
United Kingdom

Marketplace Support Email: hello@playflick.com
Contact Page: https://playflick.com/contact-us
Website: https://playflick.com

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