Refunds and dispute resolution

The buyer can decide to return the item and seek a refund within 14 days from the time the order is marked as delivered. Once the buyer initiates a return, the seller will be notified via email and in the Activity Dashboard of the application.

1. Once the refund has been requested, it is the sellers responsibility to coordinate with the buyer via email, with [e-mail] in cc. and start processing the refund.

2. Upon initiation of a refund request or any dispute by the buyer, the entire amount associated with the item, including the seller's earnings, referral fees, taxes, shipping charges, and the pNFT, will be held in the escrow system until the matter is resolved.

3. On initiation of a return request, the seller has to arrange for the return label or coordinate with buyers to return the item. In case buyer denies to pay for the return label, the seller has to arrange for it.

4. After the returned item reached the sellers custody, the seller can evaluate the item and the reason for return.

5. If the reason for refund as selected by the buyer is due to item being defective or not similar from the listing, than the seller has to completely refund the amount to the buyer after confirmation of the item. The refund will include, taxes and shipping charges if collected during purchase along with the price also

6. For any other reasons, the seller is obligated to refund the tax along with the price fully, but can decide to either refund the shipping cost or not, by himself.

7. If seller finds that the buyer has not been prompt with the return reason, the seller has to notify this to the buyer, via email with Galileo protocol involved in the conversation. Than the seller has to go for refund for the price and taxes, but can deduct the return label cost (in case it was provided by seller) from it and initiate partial refunds.

8. In case of partial refunds, the referral fees will be deducted from the amount being transferred to seller, if the seller earnings is higher than the 50% of the total order value (excluding the taxes and shipping charges) even after refunding the buyer.

In the event of a dispute in return initiated by the buyer, or any complaints regarding the order, the associated funds for the respective order will remain withheld until the dispute is resolved. Should resolution not be achieved through direct communication between the seller and buyer via email correspondence, Galileo reserves the prerogative to intervene and undertake necessary actions.

Such actions may include authorizing Galileo to release the funds from escrow pertaining to the specific order and refunding them to the buyer.

Galileo's Dispute Management System

Galileo's Dispute Management System is designed to facilitate resolution between buyers and sellers in cases where they are unable to resolve an issue independently. Before raising a dispute on Galileo, buyers are required to first attempt to address any concerns directly with the seller via the email with [e-mail] in CC. Therefore, it is crucial for sellers to promptly respond to email from buyers.

Upon notification of an order issue by the buyer, sellers have 48 hours to work towards resolving the problem. Failure to resolve the issue within this timeframe may prompt the buyer to contact Galileo Protocol at [e-mail] to register a dispute. Galileo will then intervene to assist in resolving the case, which may involve closing the dispute and issuing a refund to the buyer or facilitating further review to expedite resolution.

Galileo reserves the right to intervene and resolve an order issue before the 48-hour window under circumstances such as seller inactivity, harassment, refusal of service, manipulation, or actions undermining the integrity of the case system.

Buyers are eligible to file a dispute for items that fail to arrive, arrive late, arrive damaged, or do not match the listing description, as part of Galileo’s. Galileo may request seller assistance in resolving cases opened against their item/delivery. By utilizing Galileo’s dispute system, sellers acknowledge that their personal information may be used by Galileo for the purpose of dispute resolution with other members.