10 min article

Money Back Policy

This Money Back Policy is effective from 15 February 2021.

1.

General

1.1This money back policy (“Money Back Policy”) explains how you can claim full, or in some cases partial refunds if there is a problem with an Order or any distinct item in an Order.

1.2This Money Back Policy should be read in conjunction and together with the Terms of Use and the Policies. For the purposes of this Money Back Policy, all capitalized terms not otherwise defined herein shall have the meanings ascribed to them as set forth in the Terms of Use and the Trepup Glossary.

1.3All references in this Money Back Policy to the singular shall include the plural (and vice versa) where applicable, and any gender form shall include all others.

2.

Money back

2.1We enable Buyers to claim some, or all of the money paid for an eligible item in an Order, where the item is either:

(a)Defective, damaged or counterfeit;

(b)Does not materially conform to the specifications or description provided in the listing; or

(c)Is marked delayed on the Platform.

2.2We also enable you to seek a refund if the Seller does not respond to you within two business days of receiving your request for return or if you do not receive the refund within seven business days of the Seller accepting your request for refund.

2.3You must comply with the Policies to be eligible to seek a refund under this Money Back Policy.

3.

Limitations

3.1This Money Back Policy is not intended to cover refunds for Orders:

(a)That conform to the specifications advertised at the time of listing or agreed to with the Seller;

(b)That are delayed due to force majeure;

(c)That are being returned due to Buyer’s remorse;

(d)That are not placed by you or if the Trepup Payment has not been made by you;

(e)That did not reach you on time due to a change in address or incorrect delivery location provided by you, or a delivery that was attempted and logged unsuccessful at your desired delivery location; or

(f)That cannot be returned in accordance with the Purchasing Policy.

3.2You are not entitled to receive a refund under this Money Back Policy if:

(a)You have already received a replacement, reimbursement or other satisfactory compensation from the Seller; or

(b)You lost the item you ordered or the item you ordered was stolen from you or was broken or damaged with use.

4.

Process

4.1

We follow a 7-2-7 days rule for completing the refund process of a Trepup Payment on the Platform. You have seven days from the date of delivery of an Order to initiate a request for return. Thereafter, the Seller has two business days to respond to the request for return. If there is a dispute, you must inform Trepup of the dispute within seven days of the Seller responding to your request.

4.2

You will be entitled to seek a refund of a Trepup Payment under this Money Back Policy only if you initiate a request for return within seven days from the date of delivery of your Order or any distinct item in your Order. By way of illustration: If you receive an order on the 1st of January, you are permitted to return the order on or before the 8th of January.

4.3

The Seller will have two business days to respond to your request for seeking a return. By way of illustration: If you initiate a request to return an Order or any distinct item in an Order on the 8th of January, the Seller is required to respond to your request on or before the 10th of January if both 9th January and 10th January are business days. However, if it is a weekend, i.e., a Saturday or a Sunday, or a public holiday in the region where the Seller is located, then the timeline to respond is automatically extended to the next business day. For example, if you place a request for return on the 8th of January, then:

Scenario

8th of January is a Friday and both Saturday and Sunday are not business days

9th of January is a public holiday

Response time of Seller

On or before the 12th of January

On or before the 11th of January

4.4

We generally expect Sellers on the Platform to address and resolve requests to your satisfaction. However, if you are not happy with the response you receive from a Seller, or if the Seller is unresponsive, you are entitled to raise a dispute with Trepup within seven days of receiving a response from the Seller to your request for return of an Order or any distinct item in an Order. You must raise a ticket for resolving your dispute with the Seller in accordance with the Dispute Resolution Policy. By way of illustration: If you receive a response from the Seller on the 10th of January, or if the Seller is required to respond to you by the 10th of January and has not responded, you are permitted to raise a dispute with Trepup on or before the 17th of January.

4.5

If you do not raise a ticket within seven days from the date the Seller responds to your request for return, or in the event the Seller is unresponsive, within seven days from the date on which Seller was required to respond to your request, you waive your right to raise a dispute with Trepup and seek refund under this Money Back Policy.

4.6

You are required to accept the delivery of an Order to be entitled for refund under this Money Back Policy. However, you may be entitled to a refund under this Money Back Policy if you have refused to accept delivery because:

(a)The package was empty or damaged on arrival;

(b)The Order was delayed; or

(c)You were required to pay additional charges at the time of delivery, in excess of what was calculated on the Platform at the time of placing the Order.

4.7

While we typically require that you return an Order for initiating a refund, in some instances, we may not require you to return an item because:

(a)The Seller refuses to accept a return of eligible Products and/or Services;

(b)It is hazardous to return the item;

(c)The item is determined or suspected to be counterfeit; or

(d)The item no longer has any value (for example, an expired ticket).

4.8

All refunds of Trepup Payments will be processed in the manner and within the timelines specified in the Purchasing Policy.

5.

General terms

5.1Each Transaction on the Platform is made between a Buyer and a Seller. While we facilitate Transactions between Buyers and Sellers, we will not be considered a party to any Transaction. Trepup does not represent the Buyer or the Seller on the Platform and will not be responsible for completion of the actions by the Buyer or the Seller in a Transaction.

5.2This Money Back Policy is not a product warranty and Trepup does not implicitly or explicitly vouch for the authenticity of Products and/or Services on the Platform.

5.3This Money Back Policy is not an insurance against the loss, theft or damage to any item. You will be entirely responsible for any such loss, theft or damage to any item after you take possession of it.

5.4This Money Back Policy is not a protection against identity theft or credit card theft. Your protection is limited to the item you purchased as mentioned in Section 3 of this Money Back policy.

5.5This Money Back Policy is not an added compensation for any default by the Seller or defects in any item. You may directly present your claims to the Seller in relation to any obligations and warranties undertaken by the Seller pursuant to your Order. We do not endorse any items listed on the Platform. Further, we do not certify, evaluate or endorse the quality, safety, performance or appropriateness of any item sold through the Platform.

5.6We reserve the right to fix any processing errors that we discover while debiting or crediting the payment method used for incorrect refund or reimbursement.

6.

Contact us

If you have any additional questions or require further clarification regarding this Money Back Policy or any of the Policies, please contact us at any time using the details below.

Trepup.com AG Attn: Legal Operations Dorfstrasse 16 6341 Baar Switzerland Email: legal@trepup.com

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