Ubuntu Market Buyer Protection Policy

1. Purpose

Ubuntu Market is committed to providing a secure, transparent, and trustworthy marketplace where customers can shop with confidence. Our Buyer Protection Policy is designed to protect customers when purchasing products and services through Ubuntu Market while ensuring fair treatment for both buyers and vendors. This policy complements our Terms & Conditions, Return & Refund Policy, and Community Guidelines. When you purchase a product on Ubuntu Market, your contract partner is the respective vendor, not Ubuntu Market. Ubuntu Market acts as an intermediary and payment facilitator and offers marketplace mediation where a dispute arises.

2. Scope

This policy applies to all eligible purchases made through the Ubuntu Market platform.

• Physical products
• Handmade products
• Fashion
• Food products (where legally returnable)
• Beauty products
• Home goods
• Digital products (where applicable)
• Services offered through Ubuntu Market

It covers:

3. Our Buyer Protection Promise

Ubuntu Market is committed to ensuring that buyers receive:

• Genuine products
• Products that match their descriptions
• Secure payment facilitation via Stripe Connect (vendor is merchant of record)
• Fair dispute resolution
• Protection against fraud
• Transparent communication throughout the purchasing process

Ubuntu Market does not hold, escrow, or possess the customer's money at any time. Card payments flow directly from the customer to the respective vendor via Stripe Connect; Ubuntu Market's only financial role is collecting a 8% application fee (platform commission) automatically deducted by Stripe from each transaction. Ubuntu Market acts solely as the digital pipeline connecting buyers and vendors.

4. Eligible Buyer Protection Claims

A buyer may qualify for protection where:

5. Buyer Responsibilities

To qualify for Buyer Protection, buyers should:

• Provide accurate delivery information.
• Review product descriptions before purchasing.
• Inspect deliveries promptly upon receipt.
• Report problems within a reasonable time.
• Cooperate with Ubuntu Market during investigations.
• Provide supporting evidence where requested.

6. Filing a Buyer Protection Claim

Claims may be submitted through:

• Buyer Account
• Order History
• Customer Support
• Trust & Safety Centre

The following information may be requested:

• Order number
• Product details
• Description of the issue
• Photographs (if applicable)
• Communication with the vendor
• Delivery information

7. Investigation Process

Ubuntu Market will:

• Review the buyer's claim.
• Notify the vendor.
• Request additional evidence if required.
• Assess the available information.
• Issue a decision based on applicable policies and legal requirements.

Ubuntu Market aims to acknowledge claims within 2 business days and seeks to resolve most cases within 10 business days, although complex cases may take longer.

8. Resolution Options

Where a claim is upheld, Ubuntu Market may facilitate one or more of the following:

• Replacement product
• Repair
• Partial refund
• Full refund
• Return of the product (where appropriate)
• Cancellation of the order

The appropriate remedy depends on the circumstances and applicable law.

9. Exclusions

Buyer Protection does not generally apply where:

• The buyer changes their mind after statutory withdrawal rights have expired.
• The product was accurately described and delivered as ordered.
• Damage results from misuse after delivery.
• The buyer provided an incorrect delivery address.
• The claim is fraudulent or unsupported by available evidence.
• Products are excluded from return for hygiene or health reasons once opened, where permitted by law.

Nothing in this section limits mandatory consumer rights under German or EU law.

10. Vendor Cooperation

Vendors participating on Ubuntu Market agree to:

• Respond promptly to Buyer Protection enquiries.
• Cooperate during investigations.
• Provide requested documentation.
• Honour lawful refund or replacement obligations.
• Maintain accurate product listings.

Failure to cooperate may result in enforcement action under Ubuntu Market's Vendor Agreement.

11. Fraud Prevention

Ubuntu Market actively monitors for:

• False buyer claims
• Vendor fraud
• Payment fraud
• Counterfeit products
• Identity fraud
• Delivery fraud

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

12. Consumer Rights

Nothing in this policy limits or replaces any mandatory rights available to consumers under applicable German or European Union law, including statutory warranty rights and, where applicable, the legal right of withdrawal.

13. Dispute Resolution

Your purchase contract is with the respective vendor, who is your contract partner. If a dispute cannot be resolved directly between the buyer and the vendor, Ubuntu Market may offer marketplace mediation to assist the parties in reaching a fair outcome, although Ubuntu Market is not a party to the purchase contract.

Where mediation is unsuccessful, buyers retain any rights available under applicable law.

14. Policy Updates

Ubuntu Market may update this Buyer Protection Policy from time to time to reflect changes in legislation, marketplace practices, or platform improvements.

The latest version will always be available on the Ubuntu Market website.