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1. Scope

This Refund & Cancellation Policy governs cancellations, refunds, payment reversals, and dispute outcomes for all transactions conducted through the LoveDOEKOE platform.

This Policy forms an integral part of the Terms of Service, Buyer Agreement, and Seller Agreement.

2. Order Cancellation Before Delivery

• Orders may be canceled only before the Seller marks the order as delivered.
• Cancellation requires confirmation within the Platform.
• If canceled before delivery, a refund may be issued.
• Platform service fees and Stripe processing fees may be deducted where legally permitted.

Administrative costs already incurred may be retained.

3. Delivery & 72-Hour Confirmation Window

After a Seller marks an order as delivered, a confirmation period of 72 hours begins.

During this period, the Buyer must:

• Explicitly accept the delivery; or
• Open a dispute with a clear and substantiated explanation.

If no action is taken within 72 hours, delivery is automatically deemed accepted and payment is released to the Seller.

Explicit acceptance may trigger immediate payment release.

4. Refund Eligibility

A refund may be granted only if:

• The order has not been delivered; or
• A dispute is opened within the 72-hour window and resolved in favor of the Buyer.

Refund decisions are based on available evidence, chat logs, technical data, delivery records, and platform logs.

LoveDOEKOE retains full administrative discretion in dispute evaluations, to the extent permitted by law.

5. Non-Refundable Situations

No refund will be issued if:

• The service has been fully delivered and accepted.
• The 72-hour confirmation window expires without dispute.
• Access to digital services or digital content has been granted.
• The issue results from incorrect or incomplete information provided by the Buyer.
• The issue arises from third-party systems outside platform control.
• The Buyer violates platform rules or attempts abuse.

6. Platform & Stripe Fees

Stripe processing fees are charged by the payment provider and may be non-refundable.

Platform service fees may be retained where administrative, technical, or compliance costs have been incurred.

Refund amounts may therefore be lower than the original payment, where legally permitted.

7. Chargebacks & External Payment Disputes

Buyers must resolve disputes through the Platform before initiating external payment disputes.

• Initiating a chargeback after accepting delivery constitutes abuse.
• Fraudulent or unjustified chargebacks may result in permanent account termination.
• LoveDOEKOE reserves the right to submit platform evidence to payment providers.

Evidence may include chat logs, IP logs, login records, delivery confirmations, and system logs.

8. Seller-Initiated Refunds

Sellers may voluntarily agree to issue a refund before delivery.

After delivery is accepted or the confirmation window expires, refunds are generally no longer possible unless legally required.

9. EU Right of Withdrawal (Digital Services)

By purchasing digital services or digital content, the Buyer expressly consents to immediate performance.

Once delivery has begun or access has been granted, the statutory right of withdrawal is waived to the extent permitted by law.

10. Abuse & Enforcement

Abuse of this Policy may result in:

• Refund denial
• Account restriction
• Suspension of platform access
• Permanent termination

Repeated or structured abuse may lead to blacklisting across payment providers where legally permitted.

11. Governing Law

This Refund & Cancellation Policy is governed exclusively by Dutch law.