Refund & Dispute Policy

1. How Escrow Protects You

When a buyer pays on Talio Square, those funds are held securely by TradeSafe — backed by Standard Bank, insured by Hollard, and audited by EY. The seller does not receive payment until the buyer confirms delivery. This means every transaction starts from a position of protection, not trust.

2. How to Raise a Dispute as a Buyer

• Disputes must be raised within 5 business days of delivery confirmation or expected delivery date
• Contact Talio Square via WhatsApp (+27 81 576 5075) or email with your order reference number
• TradeSafe holds all funds during the investigation period — the seller cannot withdraw
• Talio Square aims to mediate and resolve all disputes within 48 hours of receipt
• Unresolved disputes are escalated to formal TradeSafe arbitration

3. Valid Grounds for a Refund

• Item not received within the agreed or stated delivery timeframe
• Item received is materially different from the product description or images
• Item received is damaged — photographic evidence required at time of raising dispute
• Service not delivered as described or not delivered at all within the agreed timeline
• Digital product is non-functional or significantly different from what was described

4. Refund Timeline

• Approved refunds are processed within 3 to 5 business days
• Refunds are returned to the original payment method used at checkout
• Bitcoin payments are refunded at the ZAR equivalent value at the time of the original transaction

5. Seller Responsibility in Disputes

Sellers are required to respond to dispute notifications within 24 hours. Failure to respond within this window may result in automatic refund to the buyer and a formal strike against the seller account. Sellers who respond promptly, provide evidence, and engage constructively are treated fairly in all dispute outcomes.

6. Insurance Claims

If you purchased Guardrisk or Simply Insurance coverage at checkout, shipment damage and loss claims are handled directly through the relevant insurer. Talio Square will provide your order documentation to support any claim upon request. Insurance claims do not preclude you from also raising a dispute if appropriate.

7. Non-Refundable Situations

• Digital products that have been downloaded and the delivery confirmed as received
• Services that have been fully delivered and confirmed as complete by the buyer
• Perishable goods where delivery was confirmed and the 5-day dispute window has passed without a claim being raised
• Products where the buyer changed their mind after delivery (no fault of the seller)

8. Abuse of the Dispute System

Buyers who repeatedly raise unfounded disputes, make fraudulent damage claims, or exploit the escrow system may be restricted from purchasing on Talio Square. We take this seriously on both sides — sellers and buyers are both protected by the same standard.

9. Contact

Dispute support: contact@taliosquare.international | WhatsApp: +27 81 576 5075