Licens.

Legal / Refund and Dispute Policy

Refund and Dispute Policy

G&L I/S · licens.tech · Draft pending professional review

Platform: Licens (licens.tech) — operated by G&L I/S Version: 1.0 Effective date: [TO BE INSERTED]

1. Scope

This policy covers:

  • invalid / already redeemed / wrong Items;
  • non-delivery or delayed delivery;
  • Buyer non-acceptance;
  • Seller non-response;
  • dispute escalation to G&L;
  • refunds, chargebacks, and Licens Buyer Protection.

It applies to marketplace transactions between Buyers and Sellers on Licens. It does not replace mandatory statutory rights.

2. First step: Buyer ↔ Seller messaging

2.1 For order issues, Buyer and Seller must use Platform order messaging first.

2.2 Sellers should respond within 24 hours on business days where practicable.

2.3 Do not move the dispute to external chat/email/payment to evade Platform rules.

3. Opening a dispute

3.1 Buyer may open a dispute from the order page if:

  • Item not received;
  • Item invalid, already redeemed, or not as described in a material way;
  • wrong product delivered;
  • other fulfilment failure.

3.2 Complaint window: generally 14 days from delivery (or from the time delivery should have occurred), unless a longer period is required by mandatory law (e.g., certain statutory defect rights). The Platform UI shows the applicable deadline per order.

3.3 When opening a dispute, Buyer should provide evidence (screenshots, redemption error messages, region mismatch proof, etc.). False or abusive disputes may lead to account action.

4. Escalation to G&L

4.1 Either party may escalate an open dispute to G&L.

4.2 After escalation, G&L makes the final Platform decision based on available evidence, message history, Seller/Buyer history, Stripe signals, and policy.

4.3 Possible outcomes include: no refund; partial refund; full refund; replacement delivery; Seller warning/suspension; allocation of costs to Seller; rejection of abusive Buyer claims.

4.4 G&L’s Platform decision does not prevent a party from pursuing rights before competent authorities/courts where legally available.

5. Evidence and burden

| Issue | Typical evidence expected |
|---|---|
| Non-delivery | Order log showing no key revealed / delivery failure |
| Already redeemed | Redemption error screenshot + timestamp; platform account context |
| Wrong Item | Comparison to listing description |
| Region/platform mismatch | Listing claims vs activation error |
| Seller silence | Message timestamps |

G&L may decide on the balance of probabilities. Lack of evidence may lead to denial of refund or, conversely, refund if Seller fails to cooperate.

6. Acceptance and auto-release

6.1 Buyer may accept delivery in the order flow.

6.2 If Buyer neither accepts nor opens a dispute before the acceptance deadline, the order may auto-release to Seller for payout eligibility (subject to holds/chargebacks).

6.3 Auto-release does not bar a dispute opened within the complaint window if the Platform still permits it, or statutory claims where mandatory.

7. Refund mechanics

7.1 Refunds are normally processed via Stripe to the original payment method where possible.

7.2 If Seller is at fault, Seller balance is debited (including fees G&L is entitled to recover).

7.3 Stripe processing fees on the original charge are often not returned by Stripe. Who bears unrecovered processing fees follows fault allocation (typically Seller if Seller-fault refund; as decided by G&L in Buyer Protection cases).

8. Licens Buyer Protection (G&L-funded programme)

8.1 What it is: A contractual Buyer assistance programme funded by G&L for eligible marketplace purchases, intended to improve trust where Seller refund recovery is delayed or Seller is non-cooperative, subject to caps and exclusions.

8.2 Eligibility (typical):

  • purchase made on Licens;
  • dispute opened in time;
  • Buyer cooperates and provides evidence;
  • issue is non-delivery, invalid/already redeemed key, or materially wrong Item;
  • not excluded under Section 8.4.

8.3 Remedy: G&L may refund Buyer (full/partial) and thereafter recover from Seller. Where Seller funds are insufficient, G&L may absorb the loss under this programme within its caps.

8.4 Exclusions / limitations:

  • Buyer misuse, false claims, or sharing keys;
  • Buyer error (wrong account/region chosen by Buyer contrary to clear listing);
  • prohibited Items Buyer knew were illicit;
  • chargebacks already filed in parallel in bad faith (G&L may require chargeback withdrawal where appropriate);
  • amounts above programme caps set by G&L from time to time;
  • force majeure / third-party platform outages beyond Seller/G&L control (case-by-case).

8.5 Caps (starting operational defaults — publish in UI):

  • per-order cap and/or monthly programme cap as configured by G&L;
  • G&L may deny protection for high-risk patterns. [PROF – set numeric caps before launch]

8.6 Buyer Protection is not an insurance product and creates no rights beyond this policy.

9. Chargebacks

9.1 Filing a chargeback without first using Platform dispute tools may delay resolution and can lead to account restrictions if abusive.

9.2 If a chargeback occurs, G&L/Stripe may freeze related amounts. Final financial allocation follows scheme rules + fault.

9.3 Sellers must assist in representing evidence for chargeback defence when requested.

10. Digital content and withdrawal (statutory notice)

10.1 For consumer Buyers in the EU/EEA/UK, the right of withdrawal for digital content may be lost if the consumer:

  • gave prior express consent to begin performance during the withdrawal period; and
  • acknowledged that they thereby lose the right of withdrawal; and
  • (where required) received confirmation.

10.2 Licens checkout will present the required consent checkboxes and store logs. [PROF – implement exact legal wording per market]

10.3 This does not remove rights for lack of conformity / defective digital content under mandatory law.

11. Seller non-response

If Seller fails to respond to an escalated dispute within the deadline set by G&L (default 48 hours), G&L may decide based on Buyer evidence alone and debit Seller.

12. Abuse

Fake disputes, friendly fraud, coercion via reviews, or Seller delivery of known-bad keys may result in suspension, ban, holdback increase, and recovery actions.

13. Governing note

This policy is part of the Platform terms. Danish law applies to G&L’s operation of the programme, subject to mandatory consumer protections of the consumer’s habitual residence where applicable.