Buyer Protection

Effective date: 30 July 2026

1. Introduction

What: Buyer Protection explains the safeguards available when you buy through ROVEXO Checkout using your Personal Account.

Why: Buyers should know what is protected, what is not, and where to go next without reading every related policy twice.

Important: This document explains buyer rights and protections only. Contract detail lives in Buyer Terms and Terms & Conditions.

2. Purpose

What: Describe on-platform payment protection, delivery and item issues, refunds, and dispute paths for buyers.

3. Who this applies to

What: Anyone purchasing on ROVEXO as a buyer with a Personal Account.

4. Definitions

What:

On-platform payment — paying only through ROVEXO Checkout (Stripe).
Total Buyer Pays — the Checkout total, including the buyer-paid Platform Fee.
Conversation Hub — the order thread for messages, status and actions.

5. Detailed explanation

What: Buyer Protection applies to eligible purchases completed through ROVEXO Checkout.

How:

1. Pay only on ROVEXO — off-platform payments are not protected.

2. Keep communication in Messages / Conversation Hub.

3. Track delivery from Orders and the Hub.

4. Raise item-not-received or not-as-described issues using in-product actions.

5. Escalate through Complaint & Dispute Resolution and Contact Support when needed.

Notes: Platform Fee amounts and calculation live only in the Platform Fee Policy — this page does not repeat fee schedules.

Important: Seller Fee is £0. Buyers pay the Platform Fee as part of Checkout.

6. Step-by-step guidance

How:

1. Complete Checkout and save your confirmation.

2. Watch Notifications for shipping updates.

3. If delayed or wrong, message the seller in the Hub first where appropriate.

4. Open an issue / Contact Support with evidence (photos, tracking).

5. Follow refund outcomes under the Returns & Refund Policy.

7. Examples

Example: You pay via Checkout. The parcel never arrives. You open the Hub issue flow with tracking evidence — Buyer Protection paths apply.

Example: A seller asks for bank transfer in chat. Refuse, report, and do not pay — that payment would sit outside Buyer Protection.

8. Common mistakes

What: Paying outside ROVEXO; deleting chat evidence; ignoring tracking updates; expecting protection on prohibited items you knowingly purchased in breach of policy.

9. Frequently Asked Questions

Does Buyer Protection cover off-platform payments? No.
Who pays the Platform Fee? The buyer — see Platform Fee Policy.
Where are full buyer contract terms? Buyer Terms.
What about shipping delays? See Shipping Policy and Delivery Policy.

10. Common questions

Is Seller Protection the same document? No — see Seller Protection.
Can I get a refund? Follow Returns & Refund Policy and Hub actions.

11. Related Documents

Updated 30 July 2026