Refund policy
This policy applies to Auction Arrows listing-advertisement payments. It does not cover purchases made at an auction.
Approved September 19, 2026 · Policy version cancellation-24h-v1. These terms apply when that policy version is shown with the quote before payment.
Routine seller cancellation: 24 elapsed hours
A routine seller-cancellation request is eligible for the cancellation refund when Auction Arrows receives the request no later than exactly 24 elapsed hours after successful payment. The exact 24-hour endpoint is included.
The time Auction Arrows receives the request determines whether it arrived within the window. Staff may review the request later. Publication of the advertisement does not shorten the 24-hour window.
For an eligible routine cancellation, the refund is the payment amount minus only the actual nonreturned original Stripe processing fee for that payment. Auction Arrows does not estimate the fee, apply a percentage, add a markup, or add a cancellation penalty. When the actual fee has not yet been verified, the amount remains unknown until staff verifies it.
After 24 hours
You may still request removal of the advertisement after the routine cancellation window closes. You may also submit a refund request for staff review. An ordinary seller cancellation received after the 24-hour window is not eligible for the routine cancellation refund.
Advertisement removal and a refund decision are separate. A removal request, removal approval, or refund-request approval does not by itself mean money has been returned. The payment record shows provider-confirmed refund amounts when they are recorded.
Full-refund exceptions
The following exceptions are not limited by the 24-hour window and do not deduct a processing fee:
- The affected listing submission is rejected before publication.
- Auction Arrows fails to provide the advertising service for the affected advertisement.
- An accidental duplicate charge is identified for the same payment obligation.
These exceptions are determined from Auction Arrows and payment records.
How to request review
Open Payments, choose the payment record, and use the refund-request section. The payment record shows the stored payment time, the routine cancellation deadline when available, the request receipt time, and the current assessment.
Earlier payments are reviewed under the terms shown when you paid; a new fee deduction will not be applied automatically.
Test or mock payments are labeled simulations. No-charge, failed, cancelled, or unpaid records do not represent money available to refund.
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