Draft status and contracting parties

Version: 2026-11-05-draft-1. This draft is not open for acceptance and does not authorise live selling. PINTCHED’s operator’s full legal name and geographical business address will be added before the final agreement is offered. Contact hello@pintched.co.uk with questions.

The final agreement will be between the identified PINTCHED operator and the person or entity opening the seller account. The seller contracts directly with the buyer for the goods. PINTCHED provides marketplace and order-help services and arranges payment processing through Stripe; it does not buy your stock or describe its payment arrangements as escrow.

Eligibility and seller status

You must be at least 18, be based in the UK, have authority to sell the goods and complete required account and Stripe checks. The initial scope is physical goods delivered to UK buyers. Digital goods, perishables and specialist categories not yet supported are excluded.

Declare whether you act as a business or a private seller and keep this accurate. Sole traders and part-time makers can be business sellers. Buying for resale or making goods for sale may amount to business activity. Private status cannot remove trader duties that actually apply. We may request clarification and pause new sales while a classification concern is reviewed.

Listings, product safety and buyer information

Describe the actual item honestly, including condition, defects, materials, dimensions, price, delivery charge and delivery estimate. Only use content you own or have permission to use. Do not list illegal, stolen, counterfeit, recalled or unsafe goods, or misrepresent mass-produced goods as handmade. Follow our selling guidelines and all applicable product-safety, intellectual-property and tax duties.

Business sellers must supply legally required identity, geographical address and contact details, cancellation information and any lawful item-specific exceptions before payment and in a form buyers can retain. Disclose change-of-mind return costs before purchase. Standard handmade or made-to-order goods are not automatically exempt from cancellation rights. Private sellers must honour any voluntary returns they offer. You may not use a blanket “no refunds” statement to remove legal rights.

Fees and earnings

The proposed launch platform fee is 5% of the total buyer payment, including delivery, rounded to the nearest penny. For example, a £20 item with £4 delivery has a £1.20 platform fee and £22.80 seller earnings. There is no separate listing fee or additional seller payment-processing deduction in this launch schedule. The 5% is the total platform deduction, including any VAT chargeable on that fee. Your own product taxes remain your responsibility.

We will show the final fee schedule before acceptance. We will not change fees on existing orders. Material fee changes for future orders require advance notice and fresh acceptance before you resume new sales.

For a full refund we return the platform fee and recover no more than the seller earnings attributable to that refund, plus separately explained reasonable return costs for which you are responsible. We do not pass the buyer’s full refund amount to you in addition to recovering your earnings. For agreed partial refunds, the platform fee is reduced proportionately. No buyer claim-processing fee is deducted from a covered refund.

Orders and dispatch

A sale is formed when successful payment is confirmed for your listing; automated test orders are not sales. Keep stock accurate, honour the listing and dispatch within the stated time. Package safely and provide truthful dispatch and tracking information. Tell the buyer and PINTCHED promptly if you cannot fulfil an order. Do not mark an unsent order as dispatched or ask a buyer to confirm receipt early.

Use buyer information only to fulfil the order, meet legal duties and resolve problems. Keep it secure and do not add buyers to marketing lists without a lawful basis.

Payments and release of seller funds

PINTCHED receives the buyer payment through Stripe and arranges transfer of your earnings after the buyer confirms delivery and the order is eligible for release. An open qualifying problem prevents release while it is reviewed. Transfer to a connected Stripe balance is separate from Stripe’s bank-payout schedule. We cannot promise an exact bank arrival date.

We will not treat buyer silence as confirmation of receipt. Contact order help if a buyer has not confirmed delivery; any manual release needs delivery evidence and a reasonable opportunity for the buyer to raise a problem. Receiving funds does not end return, refund or other legal obligations. No additional rolling reserve or automatic release deadline is introduced by this draft.

Returns and buyer protection

The final Returns & Buyer Protection policy will be part of this agreement, with its version preserved when you accept. Both seller types agree to the additional marketplace protection for missing, transit-damaged and significantly misdescribed goods. This contractual promise can go beyond the statutory obligations of a genuinely private seller.

Cooperate with cases and provide reasonably available evidence. Our response target for sellers is three working days; missing that target does not automatically establish liability. PINTCHED will review the facts, hear both parties and give reasons. Buyers’ statutory deadlines and remedies take priority over additional scheme reporting windows.

For upheld damage or misdescription claims, supply a prepaid return label or collection. Where you do not, PINTCHED may arrange reasonable return transport and recover properly attributable costs under the process below. Returns can be waived where unsafe or disproportionate. Change-of-mind costs follow the applicable business cancellation rules or the private seller’s agreed voluntary terms. A replacement or partial refund requires the buyer’s agreement where applicable.

Refund authority and recovery

When the final agreement is accepted, you authorise PINTCHED to process refunds you approve or that are reasonably determined to be due under applicable law or the agreed buyer protection policy. We may reverse the related seller transfer through Stripe where permitted. This is limited to the affected order and amount owed; it is not authority to take unrestricted payments from your bank account.

We will notify you of the order, reason, calculation and evidence relied on, normally before deciding a disputed claim. Urgent action to meet a legal deadline may happen first, with prompt notice and review afterwards. Approved buyer refunds must not wait for recovery from you or the courier.

You are responsible for losses fairly attributable to your breach, failure to deliver, transit damage within the agreed marketplace protection or significant misdescription. PINTCHED bears losses caused by its own error. We will consider delivery evidence, buyer conduct and any courier or payment-provider recovery, and will not recover the same amount twice. Courier claims are separate from the buyer’s remedy.

If reversal does not recover the amount owed, we will give an itemised statement and request repayment, normally allowing 14 days or an agreed payment plan. You can dispute the calculation or liability. This draft does not authorise automatic deductions from unrelated future earnings, extra collection penalties or automatic bank debits. Any further recovery must be agreed or use a lawful process.

Disputes and chargebacks

Either party may request reconsideration within 14 days of a case decision, identifying new evidence or an error. This internal window does not remove legal remedies. Cooperate with payment-provider disputes. A chargeback is not automatically proof of seller fault, and no additional chargeback fee is passed to you under this launch schedule. PINTCHED will reconcile any refund, transfer reversal and chargeback to avoid duplicate recovery.

Account restrictions, leaving and changes

You may stop new sales and ask to close your account without an exit fee. Existing orders, refunds and properly established amounts owed must still be resolved. We may restrict new sales for safety, fraud, verification or serious compliance concerns, giving reasons and an opportunity to challenge the restriction unless doing so would be unlawful or undermine an investigation. Urgent restrictions may be imposed immediately where necessary.

We will normally give at least 30 days’ notice of material changes for future activity, explain them and require fresh acceptance. Changes needed urgently for law or safety will be explained as soon as practicable. Existing orders retain their agreed terms except where law requires otherwise. We will preserve accepted versions and records for applicable legal and privacy requirements.

Responsibility, law and contact

Each party remains responsible for its own breaches and losses for which it is legally liable. Nothing excludes liability for fraud, death or personal injury caused by negligence, or rights and responsibilities that cannot lawfully be excluded. There is no blanket seller indemnity or exclusion of PINTCHED’s own responsibility.

English and Welsh law applies, subject to mandatory protections and court rights that apply to you elsewhere in the UK. Our internal decision does not bind a court or remove access to legal remedies. Send questions or complaints to hello@pintched.co.uk. You can print or save this page for your records.