Refunds & Disputes Policy

1What this policy covers

This policy explains what happens when a deal on Qamru goes wrong — what we can put right, how we decide, and the limits on what we are able to do.

It applies to protected deals, where Qamru receives and holds the buyer’s payment until delivery is confirmed. On direct deals, the buyer pays the vendor directly and Qamru never receives the money — we can help you talk to each other, but there is no payment for us to direct.

2What is covered

On a protected deal, you can open a dispute where:

• what you ordered did not arrive; or
• what arrived was materially not what was agreed in the Trade Room.

“Materially” means a real difference in what you are getting — the wrong item, the wrong quantity, a substantially different specification, or work that was not done. Small cosmetic variation is not a material difference.

3What is not covered

• Changing your mind. Buyer’s remorse is not a dispute.
• Terms you never agreed. If it is not in the Trade Room, we cannot enforce it. Put delivery dates, specifications and prices in writing before you fund.
• Anything agreed or paid outside Qamru. We have no record of it and no money to direct.
• Consequential losses — lost business, delay costs, knock-on expenses. Our decision is limited to the payment we hold.

4Raising a problem

Open a dispute in the Trade Room for that deal. Do it there rather than by email, so the evidence stays attached to the deal.

Timing matters. Raise the problem within the post-delivery inspection window — 72 hours from delivery, counted as flat clock time including weekends. On shipped orders, a 21 calendar day backstop runs from funding. A dispute stops the clock: money is never released automatically while a dispute is open.

Include what you agreed, what actually happened, and anything that shows it — photographs, tracking, messages, files. In a dispute, the side with the record generally prevails.

5How we decide

We read the terms the two of you agreed in the Trade Room and the record of the deal — the timeline, the delivery confirmation, the documents exchanged — and we decide on that basis.

We may release the payment to the vendor, refund the buyer, or split it where responsibility is shared. We may ask either side for more information first.

Our decision is discretionary and final as far as Qamru’s process is concerned. It does not remove any right you have under the law where you live.

6What we can and cannot do

We can direct the money we are holding on a protected deal.

We cannot award damages, compel a vendor to redo work, decide the underlying contract between buyer and vendor, or recover money we never held. Qamru is the venue; the contract for the goods or services is between the two of you.

7The 120-day limit

Our payment providers cannot return money to the original payment method more than 120 days after the transaction. This is a limit of the payment system, not a choice Qamru makes.

Past that point, any resolution has to go by other means — a separate bank transfer, arranged between the parties — and may not be possible at all. Raise problems promptly. A complaint made in week one can be fixed; the same complaint in month five often cannot.

8Card chargebacks

If you paid by card, you can always dispute the charge with your bank or card issuer, whatever this policy says. That right is yours and we do not ask you to waive it.

If you do, we will provide the record of the deal as evidence. We would rather you opened a dispute with us first — it is faster, and we can act on a protected deal within days.

9Vendors: reversals after payout

Where a payment is reversed after you have already been paid, you are responsible to Qamru for the reversed amount, as set out in the Vendor Agreement.

We contest reversals first, using the terms agreed in the Trade Room and the buyer’s own confirmation of delivery. You are billed nothing while a dispute is open, and nothing at all if we win. The single best protection is a clear record: agree terms in writing, keep proof of delivery, and get the buyer’s confirmation.

10Contact

Disputes belong in the Trade Room, not in email — that is where the evidence lives.

For anything else: Qamru Technologies LLC
Support: support@qamru.com