Refund & Dispute Policy

1. Scope

This Policy covers refund requests for payments made through a SOL checkout and reports about Platform-enabled services. It does not make SOL a party to a private agreement or payment between marketplace users. Swap, borrowing, deposits, and other user-to-user disputes are addressed in our Swap & Borrow Rules.

Nothing in this Policy removes a right or remedy that applicable law gives you.

2. How to raise a request

Contact support using the details on our Contact page as soon as possible. Include your account email, transaction reference, the outcome you are seeking, and a clear description of what happened. Provide relevant messages, receipts, dates, and other evidence. Do not send full card numbers, passwords, or one-time codes.

Any deadline shown at checkout, required by a payment provider, or imposed by law still applies. Contacting support does not pause an external payment-provider or statutory deadline.

3. Review

We may review the checkout terms, Platform records, communications, and evidence supplied by the parties. We may ask for additional information and may temporarily pause a Platform-controlled payment where our systems and applicable law permit. We cannot guarantee that information supplied by users is complete or accurate.

We may decline to investigate a request that is outside our control, lacks sufficient information, or concerns a private transaction between users. This does not prevent you from pursuing rights against the other party or under applicable law.

4. Possible outcomes

After review, we may approve or decline a refund, issue a partial refund where appropriate, request further information, or refer the matter to the relevant payment provider. The outcome depends on the transaction terms, available evidence, payment-provider rules, and applicable law. A support decision is not a court judgment and does not waive either party's legal rights.

5. Subscriptions and marketplace access

Subscription price, currency, duration, included features, and any renewal or cancellation terms are shown before payment and govern that purchase. A subscription provides Platform access; it does not guarantee a match, message response, swap, loan, job, or other user's performance. Refund eligibility is assessed against the checkout terms and applicable law.

6. Marketplace transactions

Unless a specific Platform checkout expressly confirms otherwise, SOL does not collect, hold, escrow, or refund money exchanged directly between users, and cannot return an item or enforce a private agreement. Users should document their terms before exchanging an item or money and should report suspected fraud or unsafe conduct to us. We may moderate listings or accounts but do not guarantee recovery or a particular dispute outcome.

7. Payment processing

Payments may be processed by a third-party provider. The provider may apply its own terms, timelines, verification steps, or dispute procedures. An approved refund is generally returned through the original payment method where supported; processing times are controlled by the provider and financial institution.

8. Abuse and enforcement

We may restrict accounts or report suspected unlawful conduct where reasonably necessary to protect users, investigate fraud, enforce Platform rules, or comply with law. We will assess suspected abuse based on available information and may provide notice where appropriate. No fixed warning or suspension schedule is promised.

9. Contact

For a refund request or dispute, use the current contact details published on our