Refund & Dispute Policy

Last updated: 27 August 2026

BrandMyX is operated from the United Kingdom. Company registration is in progress — the registered entity's name, number and address will appear here on incorporation.

Two words you'll see a lot: the lister owns the object; the sponsor is the brand paying for the sticker.

The clocks at a glance

A strike is a black mark on the account — three strikes and the account is banned. The detail on every clock is in the sections below.

1. The flow, start to finish

1. The sponsor wins a spot. Auction win: the sponsor's saved card is charged at close. Buy-now: the card is saved and checked, but nothing is taken yet.
2. The sponsor uploads their logo (7 days). The lister — and our review — approve it. Buy-now: the card is only charged once the logo is approved. Declined or late = automatic refund.
3. The sticker gets made. The lister prints it, or we print and post it (£12 platform print, already in the sponsor's total).
4. The lister applies it and posts Proof (14 days). Photo taken in-app, on the real object, in the spot the sponsor bought.
5. The sponsor gets 72 hours to dispute. Silence means the money releases to the lister automatically. A dispute goes to human review.
6. Payout. The lister receives the price minus our 20% fee. Done.

At every stage before release, the money sits with Stripe — never with BrandMyX, and not yet with the lister.

2. The Proof Standard

Proof means a photo (or up to three) that:

• shows the actual object from the listing with the sticker applied;
• shows the sticker in the purchased spot position;
• is captured in-app with the camera — no gallery uploads — and carries our server-side timestamp.

3. The 14-day proof clock

• Lister prints their own sticker: the 14 days run from logo approval.
• Platform print (£12): the 14 days run from the recorded ship date of the sticker we post.
• "Sticker never arrived": if the sticker hasn't turned up, the lister flags it in the app. That pauses the clock and alerts us to sort out a reprint or a refund. The clock resumes once the sticker is confirmed received.
• No Proof when the clock runs out: the sponsor gets an automatic 100% refund and the lister receives a strike. No photo of the sticker on the thing within 14 days of it reaching the lister = the sponsor gets every penny back.

4. The dispute window

• When Proof is posted, the sponsor has 72 hours to dispute it. If the sponsor does nothing, the payout releases automatically at the end of the window.
• A dispute goes to human review against the Proof Standard within 5 business days. Three possible outcomes:
  • Release — the Proof holds up; the lister is paid.
  • Partial refund — the sticker is genuinely on, but the placement is materially different from what was bought.
  • Full refund — no genuine application.
• The review decision is final at platform level. Nothing in this policy removes anyone's statutory rights or right to go to court.

5. Automatic refunds — no action needed

These happen on their own; nobody has to ask:

• Logo declined (by the lister, or by our review): full refund. Buy-now orders were never charged in the first place — nothing ever leaves the sponsor's account.
• No approvable logo within 7 days of winning: full refund, plus a sponsor strike. (A file that fails the print check gets one 48-hour re-upload window first.)
• No Proof within the 14-day clock (section 3): full refund, plus a lister strike.
• Listing removed by us before performance (policy or legal takedown): full refund.

6. If the sponsor doesn't pay: second chance

• A sponsor whose charge fails has a 48-hour window to complete payment. After that, the win lapses and that sponsor gets a strike.
• The next sponsor down may then receive a second-chance offer at their own highest bid — it's an offer, never a charge. It expires after 24 hours, and their card is charged only if they explicitly accept. Ignored, it lapses and nothing happens to their card.

7. After Proof is approved

• Once Proof is approved and the payout released, no refunds — except in cases of fraud or misrepresentation (for example, the Proof was staged, or the sticker came straight off).
• Early removal: if the sticker is removed without good cause within the first 30 days of the placement term, we take back the unused days' share of the lister's payout and refund it to the sponsor — off after day 10 of 30 means 20 of 30 days' money back. After the first 30 days, the payout stays with the lister.
• Placement term: every listing states its term (30 or 90 days). Normal weathering and wear are accepted — it's a sticker on a real object, not a billboard contract.
• Object sold, lost, or destroyed mid-term: the sponsor gets the unused days' share back, from money not yet paid out only; money already paid out can only be taken back under the 30-day early-removal rule above.

8. How refunds arrive

Refunds go back to the card that paid, via Stripe, normally within 5–10 business days depending on the bank. Where the sponsor was never actually charged (buy-now before logo approval), there's nothing to refund — the pending amount just disappears from the statement.

Anything unclear, or a situation these rules don't cover? Email [email protected] — a human answers, and the Terms of Service fill any gaps.