Legal — Orders

Refunds & cancellations

Refunds and cancellations for IronHead™ come in three flavours — buyer-initiated, seller-initiated, and platform-initiated (abuse, fraud, material misrepresentation). Each has different mechanics. Run alongside the dispute resolution page.

How to request a refund

For guide purchases, write the support inbox from the email used at checkout with the Stripe session id, the guide slug, and the reason. The platform reviews each request on a case-by-case basis; the standing rule on digital-content refunds (per the EU Consumer Rights Directive waiver that you accept at checkout by clicking the "decline printable-PDF format" link) is that we do NOT refund a guide once the access cookie has been set and the PDF has been streamed, unless the PDF itself is materially defective or the platform has materially breached.

For auction purchases, refunds are governed by the disputes process below. A successful buyer-side disputes outcome is the path to a refund; Stripe chargebacks filed OUTSIDE that process are treated as fraudulent chargebacks and forfeit entitlement to mediation.

Cancellation windows

• Pre-bid listing edits. A seller may edit a live listing at any time, but changes that materially affect risk (price, reserve drop below the platform minimum, addition of known defect disclosure) restart the soft-close clock for any bid that was placed before the change.
• Pre-hammer auction cancellation. A seller may cancel a live listing before any qualifying bid is placed. After the first qualifying bid, the seller must open a dispute or contact support for platform review before cancelling.
• Post-hammer buyer default. If the buyer does not complete the manual settlement and delivery coordination inside the stated window, the listing is re-offered to the runner-up; a buyer who defaults more than once may lose bidding privileges.
• Post-hammer seller default. If the seller refuses delivery, fails to ship inside the agreed window, or cannot produce the lot in the represented condition at handover, the buyer opens a dispute. No buyer sale funds are held in escrow; IronHead coordinates next steps manually pending resolution.

Buyer default consequences

A buyer who places a winning bid and then fails to complete the manual settlement and delivery coordination inside the stated window loses the right to the lot. The platform re-offers the listing to the runner-up bidder if any exist, and otherwise returns the listing to the seller. No buyer sale funds are collected or transferred through this auction flow.

Repeat defaults by a buyer result in a review of the buyer's account. The platform's policy on this is to limit or revoke bidding privileges after the second default in a rolling twelve months, depending on the buyer's standing in the disputes process.

Seller-side cancellation

A seller may cancel a listing in any of three cases: a material misrepresentation was discovered by the seller before manual settlement, the lot is unexpectedly unavailable, or the seller no longer has authority to sell. In each case, the platform documents the cancellation and coordinates next steps with the buyer and seller. No buyer sale funds are collected through this auction flow. The seller's per-tier listing fee is non-refundable except when the cancellation stems from the platform's moderation action.

Chargebacks

A chargeback is a buyer-initiated reversal of a credit-card charge through the buyer's card-issuing bank, rather than through the merchant's refund process. The auction flow does not collect buyer sale funds, so auction bids do not create a charge to reverse; this section applies only where a separately identified purchase was actually charged. Chargebacks filed because the buyer's card was used fraudulently (lost card, unauthorized transaction) are processed as the bank directs. Chargebacks filed because the buyer is unhappy with a successful delivery are processed as "fraudulent chargebacks" — the buyer pays the chargeback fee, reverses entitlement to platform-mediated refund or arbitration, and forfeits the buyer's-premium portion (which the platform already retained).

The platform cooperates with the seller's evidence submission during a chargeback dispute for a separately charged purchase (delivery confirmation, listing description, seller comms record, photographs) because the seller is the warrantor of the lot's condition; the auction marketplace role is coordination and mediation, not escrow custody.

Specific clause-by-clause enforceability of chargeback policy differs by jurisdiction (US Fair Credit Billing Act, UK Chargeback Rule, EU PSD2 Article 77, AU ePayments Code) and requires professional legal review before the full text of this section can be relied on as a binding contract.

Platform-initiated cancellation

The platform may cancel a listing or reverse a transaction for any of the following reasons: fraud, material misrepresentation discovered post-listing, listing of a lot that violates jurisdictional law, account suspension, or a security incident. In each case, the platform documents the outcome, coordinates next steps with the parties, considers the seller's listing fee on a case-by-case basis, and invokes the disputes process if any party disputes the reversal. No buyer sale funds are collected through the auction flow.

What happens to the funds

No buyer sale funds are held in escrow or represented as received through the auction flow. IronHead coordinates delivery, disputes, and any manual settlement steps directly. A settlement is not confirmed, and no seller payment status is shown as complete, until an administrator records manual confirmation.

Open a dispute

If you cannot reach the seller directly, open a dispute through the dispute resolution page. Disputes opened within fourteen days of delivery are entitled to the full three-step process (ticket → mediation → optional arbitration). Disputes opened after fourteen days fall back to ticket and mediation only; arbitration is not offered without both parties' explicit consent.

Effective date: 2026-08-26. This document is informational and has not been reviewed by qualified counsel. Items about jurisdiction-specific enforceability of chargeback clauses, the Consumer Rights Directive waiver on digital content, the CADR / chargeback dispute windows, and platforms-not-party distribution of risk on default require professional legal review before this text can be relied on as a binding contract.