Dispute policy

Open one if any of these is true:

• The files never arrived, or the archive is empty or corrupt.
• What arrived is materially not what the listing described.
• The code does not run at all in a current Roblox Studio.
• The work is stolen, or derived from a free model the seller does not own.
• You do not recognise the charge on your statement.

• The seller's payout freezes straight away. Nothing has left the platform.
• Both parties are notified and can add statements. Evidence is appended, never edited.
• The seller has 72 hours to respond. Silence is not neutral; it counts against them.
• We aim to decide within five business days of the last statement.
• Both parties get the decision in writing, with the reason. It is not a form letter.

The delivery log, first. Every download writes a timestamp, an IP and a byte count, and the confirmation click is timestamped separately. That record answers most disputes on its own.

• The listing as published. Description, file manifest, licence and compatibility claims. If it was not stated, it was not promised.
• The public Q&A. An answer given there is binding on the seller. This is why we push questions on-platform.
• The file hashes. We know exactly which bytes were delivered.
• Both statements. Specific beats emphatic. File names and error messages are worth more than adjectives.

• Refund in full. The charge is reversed and the seller records an upheld dispute, which blocks the Established tier.
• Release to the seller. The hold clears and the payout resumes on its normal schedule.
• Partial refund. Where part of what was promised arrived and part did not.
• Removal and refund. For stolen or backdoored work, the listing is removed and the seller is usually banned.

Being honest about the edges beats pretending there are none.

• Judge taste. "I do not like the code style" is not a dispute. Neither is buyer's remorse.
• Enforce anything agreed off-platform. If the promise is not in the listing or the Q&A, we cannot see it and will not act on it.
• Provide ongoing support. Unless the listing said support was offered, the seller owes you the files and nothing after them.
• Arbitrate over $1,000. When that tier opens it runs through Escrow.com and we are the venue only.
• Reverse a released payout. Once money has reached the seller's Stripe account our leverage is gone. That is why the hold period exists.

You can always go to your card issuer. But a dispute here is faster, freezes the money before it moves, and does not put your account at risk.

A chargeback filed with your bank freezes the payout automatically and moves the case into Stripe's process. We submit the delivery log as evidence, including your confirmation click if there is one.

If the charge is genuinely unrecognised, check your statement for our descriptor first; it is repeated in every delivery email. See safety if you think your account was used without your permission.