Translations are provided for convenience; the English version is legally binding.
ThatsIt facilitates transactions between buyers and sellers. This Refund Policy explains when and how refunds are processed.
EU Right of Withdrawal
EU consumers have a 14-day right of withdrawal from contracts concluded online (EU Consumer Rights Directive). Since ThatsIt is a peer-to-peer marketplace where individual sellers sell to buyers, the right of withdrawal applies between buyer and seller, not between buyer and ThatsIt.
For sellers acting in a commercial capacity, the 14-day withdrawal right applies to their buyers.
Buyer Protection
ThatsIt offers buyer protection on all cash transactions (sales and cash-trades):
When You Can Request a Refund
- Item not received: 14 days after expected delivery
- Item significantly different from description: 7 days after delivery
- Item damaged in transit: 7 days after delivery, with photo evidence
- Counterfeit item: any time (we take this very seriously)
If you don't confirm receipt and don't open a dispute, the payment is released to the seller automatically 3 days after delivery (or 14 days after shipping if there is no delivery scan). Please check your item as soon as it arrives.
For items worth €200 or more, please film the unboxing. A claim that such an item is different or counterfeit needs this video.
How to Request a Refund
- Open a dispute via the listing page or by emailing disputes@thatsit.cards within the applicable window
- Provide details, photos, and evidence
- We will mediate between you and the seller
- Most disputes resolve within 5 business days
Refund Process
If a refund is approved:
- Cash portion is refunded to your original payment method (5-10 business days via Stripe)
- ThatsIt's 5% commission is also refunded to you
- Card portion (in cash+trade) requires return shipment to the seller
Trades (Trade Deposit)
Trades worth €20 or more are secured by a trade deposit: both parties reserve the value of the card(s) they receive, on their payment card or in their ThatsIt wallet. The hold is released for free once both sides confirm receipt.
- The other party doesn't ship within 3 days: the trade is cancelled. If you already shipped, we review the case and can pay out their deposit to you.
- You receive a different, damaged or counterfeit card: open a dispute before confirming receipt. Upload photos (and the unboxing video for items worth €200 or more). The deposits stay held until we decide.
- If we decide in your favour, the other party's deposit is captured and credited to your ThatsIt wallet. Returns of cards are coordinated in the dispute chat.
We suspend accounts that misrepresent items or don't ship.
Seller Refunds
Sellers may proactively offer refunds to buyers. If a seller agrees to a refund:
- Seller contacts disputes@thatsit.cards
- We process the refund
- Returned item must be shipped back to the seller (buyer's responsibility unless seller agrees otherwise)
Non-Refundable Situations
- Buyer changed their mind (after delivery, item as described)
- Damage caused by buyer
- Items returned outside the dispute window
- Items shipped without insurance and lost in transit (we recommend insured shipping for items over €50)
Stripe Identity Verification Fee
The $1.50 identity verification fee charged by Stripe (paid by ThatsIt) is non-refundable to ThatsIt. Users do not pay this fee directly.
Affiliate Commissions
If a refund is issued for a transaction that generated affiliate commission:
- Pending commissions are reversed
- Already-paid commissions may be deducted from future payouts
Contact
Disputes or questions? disputes@thatsit.cards