Buyer Protection Policy

This Buyer Protection Policy governs when a member may receive a refund, partial refund, or credit for an expert session, personalized video, or Kindra membership charge processed through the Platform. It works together with the Terms of Service, Session Policies, and Fee Schedule.

It applies only to payments made through the Platform. It does not apply to direct on-chain $COMMUNITY purchases, sales, or transfers, which are irreversible once confirmed and are governed by the Risk Disclosure.

Sessions and personalized videos. Your card is authorized when you book. Nothing is charged at that point: the amount is placed on hold with your card issuer and no money is collected. The charge is taken only when the service is delivered, and in that same transaction the earner's 90% is transferred to the earner's own account with our payment processor. Community Platform does not retain the earner's share and does not decide when it is released. If the service is never delivered, the authorization is cancelled and you are not charged at all. A card authorization lasts up to seven days; if delivery has not happened by then, the hold is released.

After delivery, the earner's payout to their bank is delayed across the claim window described below, so an approved claim can be refunded and the transfer reversed during that period. Community Platform is the merchant of record. Your money is not held in trust and not in a segregated account, and Community Platform is not a licensed custodian of it.

Kindra memberships. Membership payments are not subject to any hold. The creator is paid at the time of each charge, including at every renewal. Your remedy is to cancel, which you can do at any time from your dashboard. Cancelling stops all future charges and you keep access for the remainder of the period you have already paid for. A pro rata refund of the current period is not issued. This does not limit your right to file a claim under this policy, or to dispute a charge with your card issuer.

What this is not. It is not a guarantee of satisfaction with the substance of an expert's opinion or a creator's content. And once a payout has been made, any refund owed to you is an unsecured obligation of Community Platform, which is a pre-revenue company with no reserve, bond, or insurance behind that obligation. Your strongest remedy in that situation is your right to dispute the charge with your card issuer, which this policy does not limit and which you are always free to use.

Members have 72 hours after a session ends, or after a Kindra membership charge posts, to file a claim. For document reviews, the window opens when the completed review is delivered. Claims filed after the window are not eligible under this policy, though the Platform retains discretion to review exceptional cases (for example, delivery of clearly fraudulent content).

A claim is generally eligible where: the expert did not attend a scheduled session; the session ended materially early through no fault of the member; the service delivered was materially different from what was described or purchased; the expert or creator engaged in abusive, fraudulent, or prohibited conduct; or paid membership content promised at purchase was not delivered within the stated timeframe.

Eligibility does not require the member to prove the advice was "wrong". Only that the service was not delivered as described.

Not eligible: dissatisfaction with a competent expert's honest opinion or the outcome of acting on it; a member's failure to attend or provide information needed for the service; change of mind after a service is delivered; reversal of on-chain token transactions; and violations of the Terms by the member. Buyer protection covers delivery and conduct, not results.

Open a claim from your dashboard or through the disputes channel within the window, describing what was purchased, what occurred, and what resolution you seek. Provide any supporting evidence. Session records you are lawfully entitled to, message history, or delivered files. Where the earner has not yet been paid, the payout is stopped pending review.

The Platform acknowledges claims within 2 business days and aims to resolve them within 7 business days. Both parties may be asked for information. Outcomes are a full refund, a partial refund or credit proportionate to what was delivered, or denial with a stated reason. The Platform's determination is final under this policy only; nothing here waives rights a member may have under applicable law or with their card issuer.

Approved refunds are returned to the original payment method, including the proportionate platform fee. Where a refund is issued, any Bitcoin rewards accrued on the refunded amount may be reversed. Filing a card chargeback while a claim is under review may pause the Platform's process in favor of the issuer's; the Platform will provide transaction records as requested and may restrict accounts that abuse chargebacks.

Repeated claims that are found unsupported, coordinated refund abuse, or attempts to obtain services and then reverse payment may result in loss of buyer-protection eligibility, forfeiture of rewards, and account suspension under the Terms.

This policy may be updated prospectively. The version in effect at the time of a transaction governs that transaction. Material changes are reflected here with an updated date.