Draft — pending legal review. This document is a working draft and has not yet been reviewed by a qualified legal professional. It is not final and may change before Vaultly TCG launches publicly.

Dispute Procedure

Most problems are solved quickly between buyer and seller. When they aren't, this procedure explains how Vaultly decides.

1. Open a request

The buyer opens a request from Orders → Report a problem, choosing the reason (not received, not as described, counterfeit, damaged or other) and adding a description and evidence such as photos. Requests must be opened within the Buyer Protection time limits.

2. Seller response — 3 business days

The seller can offer a full or partial refund, a replacement, or ask for the item back. Both parties should communicate through Vaultly messages so the conversation forms part of the record. While a request is open, the seller's payout for that order is held.

3. Escalation

If there's no agreement after 3 business days (or the seller doesn't respond), either party can ask Vaultly to step in. A specialist reviews:

• the listing as it appeared at the time of sale;
• carrier tracking and delivery confirmation;
• photos and videos from both parties;
• grading certificate checks, where relevant;
• the message history.

We may ask either party for more information. Please reply within 3 business days.

4. Decision

We aim to decide within 5 business days of escalation. Outcomes include a full refund (with or without return of the item), a partial refund, or closing the case in the seller's favour. Where a return is required, the item must be shipped back with tracking within 7 days of the decision.

5. Appeals

Either party can appeal within 7 days of the decision by providing new evidence. A different specialist reviews appeals. The appeal decision is final as far as Vaultly's processes go, but doesn't affect your legal rights or your right to go to court.

Chargebacks

If a buyer also opens a chargeback with their card issuer, the card issuer's process takes priority and we'll close the Vaultly case to avoid double recovery. Sellers can submit evidence through their payouts dashboard.

Abuse of the process

Fraudulent claims (for example claiming non-receipt of a delivered item or returning a different item) and sellers who repeatedly fail to resolve valid claims can face restrictions or account removal.