Paql

Paql Purchase Protection Policy

Effective Date: July 31, 2026

At Paql, we are committed to creating a safe, fair, and trustworthy environment for buyers and sellers. This Purchase Protection Policy outlines how disputes and refunds are handled, what is covered under our protections, and how users can seek resolution if something goes wrong.

1. Overview

All sales on Paql are considered final. However, certain transactions may qualify for dispute resolution or refund when specific criteria are met. This policy defines those conditions and outlines the processes for resolving issues.

2. Encouraging Direct Communication

If a problem arises, we strongly encourage buyers and sellers to first attempt to resolve the issue through direct communication using Paql’s in-app messaging system. Clear and respectful dialogue can resolve many common concerns without needing to escalate.

3. Filing a Dispute

Disputes must be filed within 3 days of delivery. After that, the transaction is considered complete.

Local pickup orders are not eligible for dispute filing, as set forth in Section 5 (What Does Not Qualify).

Disputes should be submitted directly to the seller first through the dispute feature. If unresolved, the buyer may escalate the issue by emailing Paql support.

Buyers must provide clear evidence (e.g., photos, messages, order details) when filing a dispute to Paql.

4. What Qualifies for Protection or Refund

Buyers may be eligible for full or partial refunds in these scenarios:

  • Item not received (non-delivery with no valid tracking proof)
  • Wrong item received (e.g., different model, incorrect product)
  • Item not as described (e.g., excessive wear not disclosed)
  • Item arrives damaged, and buyer provides photo evidence
  • Seller fails to ship the item within 5 days after generating a shipping label

5. What Does Not Qualify

Refunds or returns are not granted for:

  • Buyer’s remorse or change of mind
  • Items that match the listing description
  • Disputes submitted after 3 days of delivery
  • Items marked "delivered" unless fraud or address error is confirmed
  • Local pickup orders (disputes, returns, and refunds are not available)
  • Any local pickup transaction finalized by pickup code scan and/or entry in the Paql app

6. Resolution Process

If the dispute cannot be resolved between buyer and seller, Paql will review the case, including:

  • Listing and order details
  • Shipping and tracking information
  • Communication records through Paql

Possible outcomes resolved between buyer and seller:

  • Full refund — Buyer returns the item using a seller-provided shipping label
  • Partial refund — Agreed upon by both buyer and seller (item not returned)
  • No refund — If seller met all obligations and item was as described

Possible outcomes resolved between buyer and seller:

  • Full refund — Seller fully refunds buyer for items listed price
  • No refund — If seller met all obligations and item was as described
  • Refunds are processed within 5–7 business days after confirmation.

7. Partial Refund Guidelines

Sellers may offer partial refunds to address issues without returning the item

Buyer must approve the offer for the refund to be processed

If declined, further resolution may be necessary

8. Reporting Fraudulent Activity

If you suspect counterfeit items, scam listings, or fraudulent behavior, please report it by emailing Paql. Paql investigates all reports thoroughly and may take enforcement action, including account suspension or removal.

9. Seller Responsibilities

Sellers must:

  • Ship items within 5 days of generating a Paql shipping label
  • Accurately describe listed items and disclose defects
  • Respond promptly to buyer messages and disputes
  • Provide a return shipping label if a return is approved
  • Failure to meet these responsibilities may result in refund liability or account penalties.

10. Policy Updates

We may update this policy over time. Changes will be communicated through the app, and the revised policy takes effect immediately upon posting.

11. Contact Us

If you have questions or need assistance, contact us at: support@paql.io

Thank you for helping make Paql a safe and respectful community for buyers and sellers.