Refunds, Returns & Disputes

This Refunds, Returns & Disputes Policy governs how Marlbank OLR may handle refund requests, return-related issues, payment disputes, chargebacks, transaction reversals, seller payout holds, buyer complaints and transaction-related resolution processes across the platform.

This policy should be read together with the Marlbank OLR Terms of Service, Privacy Policy, Payments & Marketplace Policy, Seller & Buyer Policy, official race rules and any transaction-specific or listing-specific conditions published on the platform.

The platform may support race registrations, listing fees, auction payments, marketplace purchases, seller payouts, deposits, service charges, refunds, reversals and related financial events.

The availability of refunds, returns or dispute procedures may differ depending on whether the transaction relates to a race registration, listing fee, auction sale, direct marketplace sale, managed sale, seller payout or another transaction category.

A refund, reversal or return is not automatically guaranteed merely because a buyer changes their mind, delays collection, later disputes the value of an item, or becomes dissatisfied after a transaction has already been substantially completed.

Refund decisions may depend on the type of transaction, the listing terms, the nature of the item or service, the payment flow used, evidence supplied, timing of the complaint, seller response, fraud indicators, chargeback status, legal obligations and any applicable mandatory consumer rights.

Race registration fees, listing fees, administrative charges, processing charges or similar platform fees may be non-refundable unless Marlbank OLR expressly states otherwise in the relevant transaction flow, fee notice, policy or race rules.

Where a refund or credit is granted in relation to a registration or fee, Marlbank OLR may deduct applicable processing costs, gateway charges, administrative costs or other lawful charges before making the refund where appropriate.

A buyer who wishes to request a return, refund or transaction reversal should notify Marlbank OLR and, where applicable, the seller as soon as reasonably possible after identifying the issue.

Return or refund eligibility may depend on whether the item materially differs from the listing, whether there is evidence of misrepresentation, whether the item was damaged before transfer, whether authenticity concerns are substantiated, whether required documentation was withheld, or whether the transaction involved fraud, unauthorised payment use or serious policy breach.

Certain items, categories or transaction types may be designated as final-sale, restricted-return, auction-final or subject to special conditions.

A buyer raising a dispute must provide truthful, complete and timely information, including order details, transaction dates, payment references, screenshots, communications, photographs, videos, collection records, delivery records or other evidence reasonably required to review the matter.

A buyer may not misuse the dispute process, submit a false chargeback, conceal material facts, falsify evidence, manipulate timelines or attempt to obtain both a refund and the item or benefit of the transaction unfairly.

A seller must cooperate reasonably with any legitimate dispute review and may be required to provide listing history, communications, payment references, handover records, proof of shipment, ownership records, pedigree records, authenticity support, identity confirmation or other relevant evidence.

A seller may not obstruct a legitimate dispute investigation, intimidate a buyer, submit false evidence, manipulate platform records or attempt to divert a matter in bad faith.

Disputes should be raised as quickly as possible after the issue becomes known.

Marlbank OLR may place time limits on certain categories of complaints, return requests, payout objections, delivery disputes, authenticity disputes or auction-related objections, and may decline to investigate stale matters where evidence is no longer reasonably reliable or operationally available.

Where a buyer initiates a chargeback or payment reversal through a card issuer, bank, processor or other financial institution, Marlbank OLR may preserve records, contest the chargeback where appropriate, suspend related services, freeze seller payouts, restrict accounts, request supporting documentation and take other protective action.

If a transaction becomes the subject of a chargeback, Marlbank OLR may delay or withhold seller payouts while the matter is under review or until the dispute outcome is known.

Users may be held responsible for costs, losses, penalties, processor fees, reversal charges or administrative burdens caused by abusive, fraudulent or unjustified chargebacks where legally permissible.

Marlbank OLR may hold, delay, reverse, offset or freeze payouts where there is a live dispute, fraud concern, verification problem, chargeback, compliance concern, authenticity concern, listing irregularity or unresolved complaint affecting the integrity of the transaction.

Payout holds may also be used to preserve funds where a refund, reversal, investigation or legal claim may reasonably arise.

In reviewing a dispute, Marlbank OLR may consider listing data, payment status, processor feedback, account history, communications, timestamps, seller and buyer evidence, moderation history, identity verification records, platform logs, device/IP-related data and any other relevant information reasonably available.

Marlbank OLR may request additional documentation or clarification from either party and may suspend the review if the requested information is not provided within a reasonable period.

Depending on the nature of the matter, Marlbank OLR may decline the claim, issue a partial refund, support a full refund, support a return workflow, maintain a payout hold, release a payout, restrict a listing, suspend an account, close the complaint, or take other platform-level action reasonably considered appropriate.

Marlbank OLR may also determine that a matter is primarily a private dispute between users and may limit its involvement to record preservation, platform moderation and reasonable procedural support.

Some transactions may be marked or treated as non-returnable, final-sale, final-auction, non-refundable or otherwise restricted, subject to applicable law.

This may apply in particular where the nature of the transaction, auction format, item category, timing, custom handling, documentation status, perishable risk, or operational conditions make return or refund treatment unsuitable or commercially unreasonable.

Marlbank OLR may reject refund or dispute claims where there is reasonable evidence of abuse, fraud, bad faith, manipulation, identity inconsistency, evidence tampering, repeated unjustified claims or misuse of chargeback processes.

The platform may suspend or terminate accounts, report unlawful conduct, preserve logs and cooperate with lawful investigations in matters involving suspected fraud or platform abuse.

Nothing in this policy is intended to exclude rights that cannot lawfully be excluded under applicable law.

Where mandatory consumer-protection, banking, payment-services or other legal requirements apply, Marlbank OLR may adjust its approach to comply with those legal obligations.

Dispute and refund records may include personal information, verification information, transaction history, communications, banking metadata, processor references, IP-related data and evidence materials.

Such records may be retained and processed for fraud prevention, legal compliance, dispute management, audit purposes, enforcement of platform rules, processor obligations, insurance support and business continuity, subject to Marlbank OLR’s Privacy Policy and applicable law.

Marlbank OLR may update this Refunds, Returns & Disputes Policy from time to time to reflect platform growth, payment-system changes, legal requirements, operational experience, fraud patterns or dispute-management changes.

Continued use of the platform after publication of an updated version constitutes acceptance of the revised policy.

For refund requests, dispute notifications, payout concerns, authenticity complaints, return-related issues or chargeback-related enquiries, please contact Marlbank OLR through the website contact page.