Refund and Cancellation Policy

Draft for review. The development preview may differ from the policies and planned features described here.

1. General policy

Payments made for listing, bidding and extension services are generally non-refundable once successfully processed.

This does not override applicable statutory rights or refunds required by law.

2. Non-refundable situations

Refunds are generally not available for:

• Voluntary listing deletion.
• Voluntary pausing.
• Change of mind.
• Dissatisfaction with ranking position.
• Failure to receive expected traffic, customers or sales.
• Failure to obtain a preferred leaderboard position.

3. Duplicate and failed payments

Duplicate successful payments and verified payment errors will be investigated.

Eligible refunds will be processed through the original payment method where possible.

4. Moderation-related refunds

Where a listing is flagged and held for review:

• The owner may appeal within 30 calendar days.
• If the administrator approves the listing, it may be restored without a violation deduction.
• If the administrator confirms a violation and removes the listing, a 25% deduction may apply.
• If no appeal is submitted within 30 calendar days, a 10% deduction may apply.

The deductions are alternatives, not cumulative charges for the same incident.

The remaining eligible amount will be refunded where a refund is due.

5. Platform-side errors

If a verified platform error causes an incorrect payment, incorrect deduction or wrongful listing removal, StepSil will investigate and provide an appropriate correction or refund.

6. Refund requests

Contact support@stepsil.com and provide:

• Registered email address.
• Listing details.
• Payment reference.
• Reason for the request.

Refund eligibility will be reviewed according to applicable policies and law.