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Customer policy

Cancellation & Refund Policy

What happens when an offer or payment window expires, a handoff does not occur, or a payment must be reviewed.

Effective August 21, 2026SafeSale Canada
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A refund request does not guarantee a refund. Item amounts and SafeSale service fees are handled separately. Eligibility depends on the transaction stage, Stripe status, applicable policies, the facts, card-network rules, and applicable law.

Approved stores sell with $0 SafeSale seller fees. Only the buyer pays SafeSale service fees on a store sale.

Apply, then start selling

Apply from Business / Store with your registration, business contact details, authorized representative and customer policies. Your application remains under review until SafeSale approves it. Approval checks your business information; it is not a guarantee of item quality. Account identity checks still apply.

Buyer fees only

Pay in person: the buyer pays CA$10 for items priced CA$50–CA$500 inclusive, or 2.5% above CA$500. Pay through SafeSale: the buyer pays 3.5%, with a CA$10 minimum. Item prices range from CA$50 to CA$5,000; percentage fees are rounded to cents. Stores pay no SafeSale seller fee, commission or payment-processing deduction. SafeSale covers its Stripe processing costs. Standard participant fees still apply to private sales.

Pay in person at the store

Only the buyer pays the SafeSale fee through Stripe. After the required payment, identity and transaction checks, handoff contact details unlock. The buyer pays the full item price directly to the store using the agreed method. SafeSale does not process or refund that direct item payment. The store is never asked to pay a SafeSale seller fee.

Pay through SafeSale

The approved store must complete its separate Stripe bank setup before this option is available. The buyer pays the item price plus the buyer fee at checkout. After completion and the required checks, SafeSale transfers the full agreed item price to the store’s connected Stripe account, with no seller-fee deduction. Stripe then pays the store’s bank according to its payout schedule. A transfer is not an immediate bank deposit.

Store information and customer rights

Review the store’s required business information, item condition, return policy and warranty before submitting your offer. The store is the seller and is responsible for accurate descriptions, applicable taxes, receipts and its legal obligations. Store policies do not remove mandatory consumer rights. Business verification and Stripe payout verification are separate.

Handoff, problems and refunds

Both parties confirm their own part after the exchange. New transactions can also complete seven days after handoff contacts unlock if no issue requires review. Report a problem before the deadline. Approved refunds or disputes can recover item proceeds; a $0 seller fee does not remove the store’s responsibility for a refund. Buyer service-fee refunds follow SafeSale’s cancellation and refund policy and applicable law.

A seller may reject a pending offer. A pending offer expires 72 hours after submission if it is not accepted. No item payment or SafeSale fee is due for a rejected or expired pending offer.

After acceptance, the buyer has 72 hours to complete the required payment step. A private seller pays a separate fee for Pay in person or has it deducted from Pay through SafeSale proceeds. Approved stores owe no seller fee.

For new Pay through SafeSale transactions, the buyer is charged the item price plus the buyer fee at checkout. Pay in person charges only the applicable SafeSale fees; the item is paid directly to the seller. Earlier transactions may use an authorization that is captured later, as shown in their payment terms. Cancellation and refund requests require review; a timer expiry or report is not an automatic refund.

A provider-expired or approved-cancellation authorization is not necessarily a refund because the funds may never have been captured. The buyer’s bank controls how long a pending authorization remains visible.

Approved stores pay no SafeSale seller fee. Private sellers pay their fee separately for Pay in person; for Pay through SafeSale, their fee is recorded and deducted once from proceeds after completion.

A buyer or seller SafeSale fee may be refunded only for a duplicate SafeSale fee charge, SafeSale/platform error, cancellation before the applicable service was provided, an applicable legal requirement, or an exceptional documented resolution approved by SafeSale.

An approved item refund may be full or partial, up to the remaining refundable item payment processed by SafeSale. Service fees are handled separately. SafeSale cannot refund an item payment made directly to a store or private seller for Pay in person.

For the seller-fee-from-proceeds model, SafeSale will not execute a provider refund or reversal unless its Connect recovery path can preserve the approved item refund and fee treatment without double deduction or under-recovery. A blocked request requires Admin review.

If an item refund is approved before seller proceeds are transferred, SafeSale does not create that seller Transfer. If seller proceeds were already transferred, SafeSale must first use the available Stripe Connect recovery or Transfer-reversal process for the approved item amount before issuing the corresponding buyer item refund.

Creating a Stripe Transfer is not the same as a completed payout to the seller’s bank. Stripe controls connected-account payout timing and status.

A card dispute or chargeback is handled separately from a SafeSale refund request. A dispute is recorded and reviewed under Stripe and card-network procedures; it is not automatically approved, resolved, or treated as a normal refund.

SafeSale may preserve transaction evidence, block additional seller Transfers, and use Stripe-supported recovery steps when item proceeds were already transferred.

If the item is not handed over, do not confirm it. Report the problem before the deadline. One confirmation does not count as both. New transactions can complete seven days after handoff contacts unlock unless an issue requires review.

SafeSale may review transaction records and evidence, but does not promise an automatic cancellation, capture, release, reimbursement, or finding in either party’s favour.

New transactions complete after both confirmations or the disclosed seven-day deadline when required checks pass and no issue blocks completion. Post-completion requests are reviewed using the evidence, payment status, buyer-seller agreement and applicable law. Earlier transactions retain their original rules.

SafeSale is not the owner or warrantor of the used item and does not promise returns for condition, compatibility, buyer’s remorse, or defects not covered by a separate legal right.

Email support@safe-sale.ca promptly with the transaction ID, the requested outcome, and relevant listing, message, photo, receipt, or handoff evidence. Do not include full card numbers or identity documents by email.

Users may also pursue rights available through their card issuer, regulator, consumer-protection body, police service, or court.

Questions about this policy?

Email support@safe-sale.ca. Include the transaction ID when your question concerns an offer, payment, or handoff.