Buyer Protection & Return Policy

Last updated: 1 August 2026

These Terms of Service govern your use of the TRADEOUT platform. By registering as a buyer or seller, you agree to these terms in full. Please read them carefully.

1. Platform Overview

TRADEOUT (tradeout.org) is an online marketplace that connects independent sellers and buyers across Africa and Europe. TRADEOUT acts as a platform intermediary — we facilitate transactions between buyers and sellers but are not a party to the sale contract between them.

2. Eligibility

You must be at least 18 years of age to register on TRADEOUT. By creating an account, you confirm that you are legally permitted to enter into binding contracts in your jurisdiction. Sellers must complete our identity verification process before listing products.

3. Seller Obligations

Sellers are responsible for the accuracy of their listings, the quality and condition of goods sold, compliance with applicable export laws, and timely dispatch of orders. Sellers must not list prohibited items as defined in our Seller Guidelines. Misrepresentation of goods or identity may result in immediate account suspension.

4. Buyer Obligations

Buyers are responsible for providing accurate delivery information, making payment promptly upon purchase, and complying with applicable import laws in their country. Buyers must not abuse the dispute or refund process.

5. Fees & Payments

Buyer accounts and product browsing are free. Seller registration and listing are free. TRADEOUT charges a commission on completed sales as published in our Seller Guidelines. All fees are deducted automatically from sale proceeds before payout. TRADEOUT reserves the right to update its fee structure with 30 days' notice.

6. Prohibited Items

The following may not be listed or sold on TRADEOUT: illegal goods of any kind, counterfeit or trademark-infringing products, weapons and ammunition, controlled substances, stolen goods, and any items that violate applicable law. TRADEOUT reserves the right to remove any listing and suspend any account that violates these restrictions.

7. Dispute Resolution

In the event of a dispute between a buyer and seller, both parties should first attempt to resolve the matter directly through the platform messaging system. If resolution cannot be reached within 7 days, either party may escalate to TRADEOUT's dispute mediation team. TRADEOUT's decision in mediated disputes is final and binding on both parties.

8. Limitation of Liability

TRADEOUT is not liable for the quality, safety, legality, or availability of goods listed by sellers. Our liability to any user is limited to the amount of fees paid to TRADEOUT in the 12 months preceding the claim. We are not liable for indirect, consequential, or punitive damages.

9. Account Termination

TRADEOUT reserves the right to suspend or terminate any account that violates these Terms of Service, engages in fraudulent activity, or causes harm to other users. Users may close their accounts at any time by contacting [email protected].

10. Changes to Terms

TRADEOUT may update these Terms of Service from time to time. Registered users will be notified of material changes by email at least 14 days before they take effect. Continued use of the platform after the effective date constitutes acceptance of the updated terms.

TRADEOUT is committed to protecting your personal data. This Privacy Policy explains what information we collect, how we use it, and your rights in relation to it.

1. Information We Collect

We collect information you provide directly (name, email, address, payment details, identity documents for seller verification), information generated by your use of the platform (browsing history, purchase history, messages), and technical information (IP address, device type, browser). We do not collect more information than is necessary to operate the platform.

2. How We Use Your Information

We use your information to operate and improve the platform, process transactions, verify seller identities, communicate with you about your account and orders, prevent fraud and abuse, and comply with legal obligations. We do not sell your personal data to third parties.

3. Data Sharing

We share your information only as necessary: with sellers to fulfil your orders (buyers' delivery addresses), with buyers to confirm seller identity (seller's verified name and location), with payment processors to complete transactions, and with authorities when required by law. All third parties we work with are contractually required to protect your data.

4. Data Retention

We retain your account data for as long as your account is active. Transaction records are retained for 7 years for legal and financial compliance purposes. You may request deletion of your personal data at any time, subject to our legal retention obligations.

5. Your Rights

You have the right to access, correct, or delete your personal data. You have the right to object to certain processing activities and to request a copy of your data in a portable format. To exercise any of these rights, contact [email protected]. We will respond within 30 days.

6. Cookies

TRADEOUT uses cookies to maintain your session, remember your preferences, and analyse platform usage. You can control cookie settings through your browser. Disabling cookies may affect some platform functionality.

7. Security

We use industry-standard encryption and security measures to protect your data. However, no system is completely secure. We encourage you to use a strong, unique password and to contact us immediately if you suspect unauthorised access to your account.

These guidelines set out the standards and requirements for all sellers on TRADEOUT. Compliance with these guidelines is a condition of your seller account. Please read them carefully before listing your first product.

Verification Requirements

All sellers must complete identity verification before going live. You will need to provide a valid government-issued photo ID and, if selling as a business, basic business registration documentation. Verification is reviewed within 1–3 business days. Providing false documentation will result in permanent account suspension.

Listing Standards

All listings must accurately describe the product, including its condition (new, used, refurbished), materials, dimensions, and any defects. Product photos must be clear, well-lit, and show the actual item for sale. Stock photos may be used only for new, sealed goods. Misleading listings will be removed and may result in account suspension.

Prohibited Items

You may not list: illegal goods, counterfeit or replica products, weapons or ammunition, controlled substances, stolen goods, live animals, human remains, or any item that violates applicable law. TRADEOUT reserves the right to expand this list and to remove any listing at its discretion.

Pricing & Fees

You set your own prices. TRADEOUT charges a commission of [rate]% on each completed sale. This is deducted automatically before payout. There are no listing fees, monthly fees, or other charges. Prices must be stated in the currency specified in your listing and must not be artificially inflated to offset commission.

Shipping & Dispatch

You are responsible for dispatching orders within the timeframe stated in your listing. We recommend a maximum dispatch time of 3 business days for in-stock items. You must provide tracking information for all international shipments. Failure to dispatch within the stated timeframe may result in automatic order cancellation and refund to the buyer.

Returns & Refunds

You must publish a clear return policy on your store profile. At minimum, you must accept returns for items that are significantly not as described or arrive damaged. You are responsible for the cost of return shipping for items that are your fault. Disputes about returns are handled through TRADEOUT's mediation process.

Communication Standards

You must respond to buyer messages within 48 hours. All communication must be conducted through the TRADEOUT platform messaging system. Attempting to conduct transactions outside the platform is a violation of these guidelines and may result in account suspension.

TRADEOUT's Buyer Protection Policy is designed to give you confidence when purchasing from sellers you have never met. This policy applies to all purchases made through the TRADEOUT platform.

What Is Covered

You are covered if: your item does not arrive within 14 days of the latest estimated delivery date; your item arrives significantly different from the listing description; your item arrives damaged due to inadequate packaging; or the seller fails to respond to your messages within 48 hours after a problem is reported.

What Is Not Covered

The following are not covered by Buyer Protection: change of mind purchases (unless the seller's own policy allows returns); items damaged by the buyer after receipt; disputes raised more than 14 days after the expected delivery date; purchases made outside the TRADEOUT platform.

How to Open a Dispute

Go to 'My Orders' in your account, find the relevant order, and click 'Open Dispute'. Describe the issue clearly and attach any supporting photos or evidence. You will receive a confirmation email and our team will begin reviewing your case within 24 hours.

Resolution Process

Our mediation team will review the evidence provided by both buyer and seller. We aim to reach a resolution within 5 business days. Possible outcomes include a full refund, partial refund, replacement item, or case closure if the evidence supports the seller's position. Our decision is final.

Refund Processing

Approved refunds are processed within 3–5 business days and returned to your original payment method. Processing times may vary depending on your bank or payment provider.