StudX Returns, Refunds & Disputes Policy

1. Marketplace Role

StudX provides the technology and marketplace infrastructure through which buyers and sellers can discover, communicate, transact, and arrange fulfilment.

Unless expressly stated otherwise, StudX is not the manufacturer, owner, seller, service provider, food provider, or fulfilment provider for goods and services offered by independent sellers.

Sellers remain responsible for the goods and services they provide.

2. Buyer Cancellation

A buyer may generally cancel an order before the seller has accepted it.

Once a seller has accepted an order, cancellation may still be possible depending on the circumstances.

A cancellation fee may apply where an order is cancelled after seller acceptance.

The applicable cancellation fee may be calculated as a percentage of the relevant transaction amount and will be subject to the applicable StudX rules.

3. Cancellation After Handover

Once an item has been handed over, cancellation may generally be declined unless the item is returned to the seller or another valid refund or dispute basis exists.

Where an item is returned, StudX may consider:

• The condition of the item.
• Whether it has been used.
• Whether it remains substantially in its original condition.
• The circumstances surrounding the return.
• Evidence supplied by the buyer and seller.

A cancellation-related fee may still apply where permitted.

4. Seller Cancellation

If a seller cancels an accepted transaction without an appropriate reason, StudX may:

• Cancel the transaction.
• Refund the buyer.
• Issue a warning to the seller.
• Apply an applicable cancellation fee.
• Restrict the seller's account.
• Suspend or terminate the seller where cancellations become excessive or serious.

5. Non-Delivery

If the buyer does not receive an accepted order, the buyer may request a refund.

StudX may review information from both parties before determining the outcome.

Where the seller cannot provide an appropriate explanation or supporting evidence, StudX may cancel the transaction and refund the buyer.

6. Incorrect or Incomplete Orders

Where a buyer receives an incorrect item or service, the seller may be given a reasonable opportunity to correct the problem.

The correction period may be determined by:

• The buyer and seller by agreement; or
• StudX based on the circumstances of the transaction.

If the issue cannot reasonably be corrected, StudX may cancel the transaction and process an applicable refund.

7. Damaged or Defective Goods

Where a buyer claims that an item was damaged or defective, StudX may request evidence from both parties.

Evidence may include:

• Photographs taken before handover.
• Photographs taken after handover.
• Platform messages.
• Seller explanations.
• Buyer explanations.
• Other relevant evidence.

StudX may issue a refund or other remedy where the evidence supports the buyer's claim.

However, StudX may decline a refund where evidence indicates that the issue was caused by buyer misuse, damage after handover, fraud, or another circumstance for which the seller should not reasonably be responsible.

8. Items Not as Described

A buyer may report an item or service that materially differs from its listing.

Examples include:

• Materially inaccurate condition descriptions.
• Misleading photographs.
• Incorrect specifications.
• Materially different products.
• Services substantially different from what was advertised.

The seller may be given an opportunity to resolve the issue.

Where the seller materially misrepresented the listing, StudX may:

• Cancel the transaction.
• Refund the buyer.
• Restrict the listing.
• Apply an additional percentage-based deduction or fee where permitted.
• Restrict or suspend the seller's account.

The specific amount of any additional fee may depend on the circumstances and applicable StudX rules.

9. Dispute Resolution

Buyers and sellers are encouraged to attempt to resolve ordinary transaction issues between themselves where reasonably possible.

StudX may provide communication tools to assist with this process.

Either party may request StudX intervention where the issue cannot reasonably be resolved.

StudX may consider available evidence, including:

• In-platform messages.
• Photographs.
• Order records.
• Payment records.
• Fulfilment confirmations.
• Seller information.
• Buyer information.
• Other relevant evidence.

StudX may make a determination based on the information reasonably available to it.

10. Fraud and Abuse

StudX may decline a refund or other remedy where there is evidence of:

• Fraudulent claims.
• Deliberate damage.
• False evidence.
• Payment fraud.
• Abuse of the refund system.
• Collusion between users.
• Attempts to manipulate transaction confirmations.

Fraudulent activity may result in account suspension or termination and may be referred to appropriate authorities where appropriate.

11. Refunds and Commission

Where a refund is approved, StudX may reverse or adjust the applicable transaction amounts, including its commission, depending on the reason for the refund and the applicable payment-provider processes.

The exact financial treatment may vary depending on:

• The stage of the transaction.
• Whether the seller has already received funds.
• The reason for the refund.
• Payment-provider limitations.
• Applicable fees.

StudX will not intentionally create a refund process that results in a user receiving more than they were entitled to receive from the original transaction, except where required by law or expressly authorized by StudX.

12. Refund Processing

Approved refunds are generally returned through the payment method used for the original transaction.

The timing of a refund may depend on the payment provider and financial institution.

StudX cannot guarantee the exact time required for a payment provider or bank to make refunded funds available.

13. Seller Responsibility

The seller remains responsible for resolving legitimate issues relating to their goods or services.

StudX may facilitate the dispute process but does not guarantee that every dispute will be resolved in favour of either party.

14. Food Transactions

For StudX Eats transactions, vendors remain responsible for the food and services they provide.

Refund decisions may consider:

• Incorrect orders.
• Missing items.
• Serious quality issues.
• Vendor cancellation.
• Non-fulfilment.
• Other legitimate circumstances.

Food-related complaints may require prompt reporting because the nature of food products can make later verification difficult.

Repeated or serious food safety complaints may result in vendor investigation, suspension, or termination.

15. Services

Refunds involving services may consider:

• Whether the service was provided.
• Whether the service materially matched the listing.
• Whether the buyer or seller cancelled.
• Whether the seller failed to attend or deliver.
• Whether the buyer received the agreed service.
• Evidence supplied by both parties.

Where a service has already been substantially performed, a refund may not be appropriate unless another valid basis exists.