Buyer Protection Policy

Last updated: April 2026

Effective as of marketplace launch

This document is a draft prepared for review by legal counsel. It is not legal advice. Consult an attorney before relying on this policy.

When you buy from a seller on the TrainFinder marketplace, you are protected by this Buyer Protection Policy. Our goal is to make sure you get what you paid for — accurately described, properly shipped, and authentic.

1. What Is Covered

TrainFinder Buyer Protection covers marketplace purchases when any of the following occur:

• Item not as described — The item you received is materially different from the listing. This includes wrong product, wrong condition grade (e.g., listed as C-9 but arrived with significant damage), missing parts that were listed as included, or undisclosed modifications.
• Item not shipped — The seller accepted your order but failed to ship the item within the required 3 business days, or no valid tracking number was provided.
• Counterfeit item — The item is a counterfeit or reproduction that was listed as an original or authentic product.

2. What Is NOT Covered

Buyer Protection does not apply in these situations:

• Buyer's remorse — You changed your mind about the purchase, no longer want the item, or found a better price elsewhere. All marketplace sales are final unless the item is not as described.
• Minor cosmetic differences within condition grade — Condition grading involves judgment. Small variations that fall within the reasonable range of a condition grade (for example, minor shelf wear on a C-8 item) are not grounds for a claim. If you are unsure about condition, ask the seller for additional photos before purchasing.
• Damage caused by the buyer — If you damage the item after receiving it, that is not covered.
• Items purchased off-platform — Buyer Protection only applies to transactions completed through the TrainFinder checkout system. If you arrange a side deal with a seller outside our platform, we cannot help.
• Claims filed after the deadline — You must file within 3 days of delivery (see Section 3 below).

3. How to File a Claim

If you receive an item that qualifies for Buyer Protection, here is what to do:

1. Act within 3 days of delivery. You must file your claim within 3 calendar days of the delivery date shown in tracking. After this window closes, the seller's payout is released and we can no longer intervene.
2. File through the platform. Go to your order history, find the order, and select “Report a Problem.” Do not contact Stripe or your bank directly as a first step — let us try to resolve it.
3. Include photos. Take clear photos showing the issue — the item as received, any damage, condition discrepancies, or evidence that the item is not what was listed. Photos are required for all “not as described” claims.
4. Describe the problem. Tell us specifically what is wrong and how it differs from the listing. Reference the listing photos and condition grade.

4. Resolution Process

Once you file a claim, here is how we handle it:

Step 1: Seller Contact (48 hours)

We notify the seller of your claim and give them 48 hours to respond. Many issues can be resolved directly between buyer and seller — the seller may offer a partial refund, replacement, or other resolution. If the seller resolves the issue to your satisfaction, the claim is closed.

Step 2: TrainFinder Mediation (up to 5 business days)

If the seller does not respond within 48 hours, or if you and the seller cannot reach an agreement, TrainFinder steps in to mediate. We will:

• Review the original listing (photos, condition grade, description)
• Review your claim (photos, description of the problem)
• Review the seller's response (if any)
• Review all platform messages between you and the seller
• Make a determination within 5 business days of beginning mediation

Step 3: Stripe Dispute (last resort)

If our mediation does not resolve the issue, you may file a dispute directly with Stripe (a chargeback through your bank or credit card issuer). This is a last resort — chargebacks involve fees and longer timelines. We encourage you to work through our mediation process first.

5. Refund Policy

• Item not as described: Full refund of the purchase price. The buyer returns the item to the seller at the seller's expense. The refund is processed after we confirm the return shipment is in transit.
• Item not shipped: Full refund of the purchase price, including any shipping charges paid. No return is necessary.
• Counterfeit item: Full refund of the purchase price. Depending on the circumstances, we may not require the counterfeit item to be returned. The seller's account will be reviewed for suspension or termination.
• Partial refund: In some cases, we may determine that a partial refund is appropriate — for example, if the item has a minor defect not shown in the listing but is otherwise as described. Both parties will be consulted before a partial refund is issued.

6. Shipping Protection

If tracking shows the item was delivered but you did not receive it:

• First, check with household members, neighbors, and your building office or mailroom
• If the package is truly missing, file a claim with the shipping carrier (USPS, UPS, FedEx). Carriers are responsible for packages that their tracking shows as delivered.
• TrainFinder cannot issue refunds for packages that tracking confirms were delivered to the correct address. This is a carrier issue, not a seller issue.
• If tracking shows delivered to the wrong address, file a claim through our platform — we will work with the seller to resolve it.

7. Timelines Summary

8. Limitations

• Maximum claim amount: The maximum refund under Buyer Protection is the purchase price you paid for the item (including shipping charges). We do not cover consequential damages, lost profits, emotional distress, or any other indirect damages.
• One claim per transaction: You may file one Buyer Protection claim per order. Once a claim is resolved (whether in your favor or not), it is final.
• Good faith required: Buyer Protection is intended for legitimate disputes. Filing fraudulent claims, misrepresenting the condition of received items, or abusing the claims process may result in suspension or termination of your TrainFinder account.

9. Our Role

TrainFinder acts as a neutral mediator in disputes between buyers and sellers. We make our best effort to reach fair outcomes based on the evidence available. Our mediation decisions are made in good faith but are not legally binding arbitration. Either party retains the right to pursue other legal remedies.

CommandWorks LLC (operating as TrainFinder) is not a party to the sale between buyer and seller. We facilitate the transaction and provide dispute resolution as a service, but we do not guarantee the outcome of any sale or claim.

10. Contact

Questions about Buyer Protection? Need help with an order? Contact us at support@commandworks.us.