Refund & Dispute Policy

This policy explains how payments, refunds, and disputes work on Machine Match. It is part of our Terms of Service.

1. How escrow protects both sides

When a buyer pays for an accepted order, the funds are held in escrow by our payments provider rather than sent straight to the seller. Funds are released to the seller once the order is completed, or refunded to the buyer if the order does not go through. Funds held in escrow do not accrue interest.

2. The order window

Each order has a completion window (currently 72 hours after the relevant step) during which the buyer can confirm receipt or raise a problem. If no dispute is raised within the window, the order is treated as completed and escrow is released to the seller.

3. When you can get a refund

A buyer is generally entitled to a refund when:

• The item was not delivered;
• The item is materially not as described (wrong part, undisclosed damage, counterfeit);
• The order is cancelled by mutual agreement before escrow is released; or
• The seller fails to fulfill within the agreed time.

4. How to open a dispute

• Open the order and use the dispute/report option before the order window closes (or before you confirm receipt).
• Describe the issue and include photos or evidence where relevant.
• While a dispute is open, the disputed funds remain held in escrow and are not released to the seller.

5. Resolution

We review disputes based on the order details, member messages, and any evidence provided, and we may contact both parties. Possible outcomes include releasing funds to the seller, refunding the buyer in full or in part, or requiring a return. We aim to resolve disputes promptly. Card payments may also be subject to the issuing bank’s chargeback process through our payments provider.

6. Fees on refunds

When an order is fully refunded before escrow is released, the buyer is returned the amount paid. Machine Match’s service fee applies to completed orders; we do not retain a service fee on orders that are fully refunded. Payment-processor fees may be non-refundable where the provider does not return them.

7. What is not covered

• Buyer’s remorse after an item is delivered as described;
• Issues raised after the order window has closed and the order has completed;
• Transactions taken off-platform, which are not protected by Machine Match escrow.

8. Current status

During the current pre-launch phase, payments run in test mode and no real charges or refunds occur. This policy describes how refunds and disputes operate once payments are live.

9. Contact

Refund or dispute questions: support@machinemat.ch.