Buyer Protection Policy

1. Purpose

The Business Face Buyer Protection Programme is designed to provide Buyers with additional confidence when purchasing products through the Business Face marketplace.

Buyer Protection applies only to transactions completed through the Business Face platform using the official checkout and payment system.

2. Buyer Protection Fee

A Buyer Protection Fee is charged on qualifying transactions. The applicable fee will be displayed during checkout before payment is completed.

The Buyer Protection Fee contributes to:

• Secure payment processing
• Escrow protection services
• Fraud prevention measures
• Dispute resolution services
• Customer support operations
• Transaction monitoring and verification

3. Escrow Payment Protection

Funds paid by a Buyer are not immediately released to the Seller. Business Face holds payment in a secure escrow system until:

• Delivery is confirmed
• The Buyer confirmation period expires without dispute

Sellers cannot access funds while a valid dispute is under investigation.

4. Covered Transactions

Buyer Protection may apply where:

• The item was not delivered
• The item received differs materially from the description
• The item received differs materially from listing photographs
• The incorrect item was supplied
• The item arrives significantly damaged
• The item is found to be counterfeit

5. Buyer Obligations

To qualify for Buyer Protection, Buyers must:

• Complete the transaction through Business Face
• Use the official payment system
• Maintain communication through the Platform where possible
• Raise disputes within 48 hours of confirmed delivery
• Provide supporting evidence when requested

6. Exclusions

Buyer Protection does not apply where:

• The Buyer changes their mind
• The item was accurately described
• The Buyer fails to inspect the item within the dispute period
• The Buyer damages the item after delivery
• The Buyer completes payment outside the Business Face Platform
• The Buyer provides false or misleading information
• The dispute concerns normal wear and tear disclosed in the listing

7. Dispute Process

Buyers may submit a dispute through Business Face Support. Business Face may request:

• Photographs
• Videos
• Courier documentation
• Communication records
• Additional supporting evidence

Both Buyer and Seller must cooperate during investigations.

8. Resolution Options

Following investigation, Business Face may:

• Release funds to the Seller
• Refund the Buyer
• Require return of the item
• Partially refund the Buyer
• Cancel the transaction
• Suspend accounts where fraud is suspected

9. Counterfeit Items

Business Face prohibits the sale of counterfeit goods. Where a product is proven to be counterfeit:

• The transaction may be cancelled
• The Buyer may be refunded
• The Seller account may be suspended or terminated
• Business Face may provide information to law enforcement authorities where required

10. Limitation of Liability

Buyer Protection is a dispute resolution and payment protection service. Business Face does not guarantee:

• Product quality
• Product suitability
• Seller performance
• Delivery timeframes

11. Policy Changes

Business Face reserves the right to amend this Buyer Protection Policy at any time. Updated versions will be published on the Platform and become effective upon publication.

12. Contact Details