1. Scope of Refunds

This Refund Policy applies to:

• Subscription fees paid by Traders and Dealers on Tradoly.
• Service fees charged for platform usage, payment processing, or logistics integrations when applicable.
• Transaction-related charges where Tradoly is a technical intermediary.
• Refunds apply only to digital platform services and not to the sale or transport of vehicles, as Tradoly is not the seller, buyer, or logistics provider.

2. No Refund Rule

2.1 No Refund for Fees

Subscription fees are non-refundable once paid and activated, even if the user:

• Discontinues use immediately
• Fails to use the platform
• Terminates the account voluntarily

Service Fees and Transaction Charges are non-refundable once processed, including but not limited to:

• Platform usage fees
• Payment processing fees
• Logistics integration fees

2.2 No Refund for Completed Services

Tradoly does not provide refunds for:

• successfully activated subscriptions,
• completed listing services,
• Listing extension service
• fees already consumed through platform usage,
• promotional or sponsored placements once displayed,
• third-party costs (e.g. Stripe, PayProff, ASG service).

Refunds are only considered when required by applicable EU or Spanish law.

3. Subscription Refund Conditions

3.1 Initial Billing Period

Subscription fees are non-refundable once activated, except in cases of:

• duplicate billing caused by a technical error;
• an incorrectly applied plan tier;
• legally mandated refunds under Spanish contract law.

3.2 Auto-Renewal

Users are responsible for cancelling their subscription before renewal.

Users can cancel subscriptions through their Account Setting.

Cancellation takes effect at the end of the current billing cycle. No partial refunds apply for ongoing periods.

Refunds for auto-renewed payments are only considered if:

• the user contacts support within 48 hours of being charged.

4. Refunds for Platform Errors

A refund may be issued where Tradoly confirms that:

• a technical failure prevented the delivery of the subscribed service,
• the user was charged for a service that was not provided,
• there was a system miscalculation of fees.

Refunds cannot be granted for user mistakes/errors, incorrect vehicle details, or VAT misclassification caused by the user.

5. Physical Order Return & Refund Workflow (Vehicle Transactions)

This section governs the return of physical goods and the financial settlement between Dealers (Buyers), Traders (Sellers), and Tradoly.

Return Request & Approval:

• Dealers have 14 days from delivery to submit a return request
• Approval Window: After the return window closes, a 5-day approval period opens. The Trader must approve or reject the request.
• Beyond 5 days, the system will automatically approve the approval if not yet rejected for processing.
• Beyond 5 days, an automated system job processes all approved returns. Where new return orders are created. Items are grouped by consignment location for logistics efficiency.
• Return shipments are delivered back to the Trader. Upon applicable shipment delivery charge deduction.
• Upon delivery confirmation:
  • The refund process is initiated against the original transaction
  • The refund amount is transferred directly to the Trader's IBAN or the preferred payment method
  • System callbacks update the refund status across the platform

6. Chargebacks and Disputes

Users agree not to initiate chargebacks for valid transactions and authorized transactions.

In case of a chargeback, Tradoly may freeze the user's account and withhold payouts pending investigation.

Fraudulent, abusive, or repeated chargebacks may result in:

• account termination,
• legal recovery of fees and damages,
• reporting to payment processors and relevant authorities.

For unresolved issues, users may contact the Centro Europeo del Consumidor en España or file a complaint through the Online Dispute Resolution (ODR) platform: https://ec.europa.eu/consumers/odr/

7. Refund Processing Procedure

7.1 Submission

Refund requests must be submitted through:

• support@tradoly.com, or
• the in-platform support module.

Requests must include:

• account email,
• invoice number,
• reason for the refund,
• supporting documents (if any).

7.2 Assessment

All refund requests undergo:

• verification of account activity,
• assessment of whether the service was consumed,
• compliance checks (VAT accuracy, identity verification, payment legitimacy).

Tradoly may request identity verification before processing any refund to comply with AML and financial crime regulations.

7.3 Refund Timeline

Approved refunds are processed within 14 business days through the original or customer preferenced payment method.

Delays caused by banks or payment processors are outside Tradoly's control.

8. No Refunds for Third-Party Services

Payments facilitated through third-party providers (e.g. Stripe, PayProff, ASG service, logistics vendors) are subject to their respective policies.

Tradoly cannot refund:

• transport fees,
• VAT charges,
• payment processor fees,
• costs incurred through external service providers.

Such refunds are governed exclusively by the third party's own policies.

9. Personal Data & Refund Processing (GDPR Alignment)

To process refunds, Tradoly may need to access and verify:

• billing information,
• identity documents,
• transaction logs,
• audit trails.

Processing is based on:

• Art. 6(1)(b) – contractual necessity,
• Art. 6(1)(c) – legal obligation (tax, AML, accounting),
• Art. 6(1)(f) – fraud prevention.

Refund-related records are retained for 6–10 years as required by Spanish tax and accounting laws.

10. Abuse, Fraud & Misuse Prevention

Tradoly reserves the right to refuse refunds where:

• misuse of the platform is detected,
• suspicious activity suggests money laundering or VAT fraud,
• the account shows repeated refund or chargeback attempts.

Tradoly may suspend accounts pending further investigation.

11. Amendments

Tradoly may update this Refund Policy to reflect legal, regulatory, or operational changes.

Users will be notified where legally required.