Return & Refund Policy

There are two different things you can pay for on SUP, and they are covered by different rules. This page separates them, because confusing the two is the usual reason a refund request goes to the wrong place.

1. Items You Buy From A Seller

SUP is not a party to these sales. SUP is a marketplace: it puts buyers and sellers in touch. It does not own, inspect, store, ship or guarantee any item listed on it, and it does not take payment for one. The contract of sale is directly between the buyer and the seller.

That means SUP cannot issue a refund for an item, reverse a payment, or compel a seller to accept a return. Price, condition, payment method, collection and any return are agreed between the two people involved.

Before you pay for anything, we strongly recommend that you:

• inspect the item in person before handing over any money;
• agree what happens if the item is not as described, in the chat, before you meet;
• meet in a public place, and avoid paying in advance for something you have not seen.

If a seller misrepresents an item, report the AD from the listing page. We review every report, and we remove listings and suspend accounts that break our terms. That is enforcement, not a refund — we cannot recover money that changed hands outside SUP.

2. Paid Features You Buy From SUP

Some optional features are sold by SUP directly. These are digital services, delivered to your account immediately, and they are the only payments SUP receives:

• Verified User — the verification badge on your profile, for a fixed period.
• Publish now — skipping the review wait so an AD goes live immediately.
• Home screen placement — an AD shown on the home screen for a period.

The price, the duration and what each one includes are the ones shown on the purchase screen in the app when you buy. Section 6 of the Terms of Service covers how these features work; this page covers getting your money back.

When we refund

We will refund you in full if:

• you were charged but the feature was never applied to your account;
• you were charged more than once for the same purchase, in which case we refund the duplicates;
• the feature could not be delivered because of a fault on our side.

When we cannot refund

These are digital services that take effect the moment they are bought, so once delivered they cannot be returned. We cannot refund:

• a feature that worked as described but did not produce the result you hoped for — home screen placement is visibility, not a guaranteed sale;
• the unused remainder of a period you bought, if you stop using SUP partway through it;
• a purchase on an account suspended for breaking our Terms of Service.

3. Cancelling A Feature

Paid features do not renew automatically. Nothing is charged again unless you buy it again, so there is no subscription to cancel.

4. How To Request A Refund

Email supsellusedproduct@gmail.com from the address on your SUP account, within 7 days of the charge, and include:

• the date and amount of the payment;
• which feature you bought;
• what went wrong.

We aim to respond within 3 working days. An approved refund is returned to the original payment method. Once we have sent it, how long it takes to appear is set by your bank or card issuer, usually 5 to 10 working days — that part is outside our control.

5. Your Statutory Rights

Nothing in this policy limits the rights you have under the Consumer Protection Act, 2019 or any other law that applies to you. Where this policy and the law disagree, the law wins.

6. Changes

We may update this policy. The date at the top of this page is when it last changed, and the version published here is the one that applies to a purchase made on that date.