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. The earner's account and the platform fee are fixed when you book, so Community Platform does not choose where the earner's share goes. If the service is not delivered and the authorization is cancelled, 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. A scheduled voice or video session is treated as delivered once its scheduled end time passes, so if the expert did not attend, file a claim rather than waiting for the hold to lapse.

After delivery, you can file a claim within the 48-hour window described below. An approved claim is refunded, and the earner's share is reversed from the earner's own account. 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 held for a claim window. For most memberships the creator's share settles to the creator's own account when each charge is made, including at every renewal. Some older memberships are charged to Community Platform's account and the creator's share is then transferred by Community Platform. You may file a claim within 48 hours after a membership charge posts, and you may cancel 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 on cancellation. None of this limits your right 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.

For sessions and personalized videos, members have 48 hours after delivery to file a claim. For Kindra memberships, members have 48 hours after the charge posts. For document reviews, the window opens when the completed review is delivered. Before a session or video is delivered, a claim may be filed at any time. 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 a session has not yet been charged, the charge is stopped pending review. Where the charge has already been taken, the claim is still reviewed and an approved claim is refunded.

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 claim is approved before the charge was taken, the card authorization is cancelled instead and no charge is made. When a refund appears on your statement depends on your card issuer. 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 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.