Refund and Cancellation Policy

1. Overview

DormSweep facilitates peer-to-peer transactions between students. Cancellations and refunds are governed by the stage of the transaction lifecycle at the time of the request.

2. Cancellations Before Seller Handoff

Either party may cancel an order while it is in awaiting_handoff status, before the seller has submitted handoff evidence.

Buyer-initiated cancellation:

• Order is canceled.
• Buyer receives a full refund.
• Conversation is closed.
• Listing is returned to the marketplace.

Seller-initiated cancellation:

• Order is canceled.
• Buyer receives a full refund.
• Conversation is closed.
• Listing is returned to the marketplace.
• Sellers who repeatedly cancel confirmed orders may receive warnings or account suspension.

Admin-initiated cancellation:

• DormSweep administrators may cancel any order before handoff for safety, fraud, policy violations, or platform integrity.
• Buyer receives a full refund.

3. Cancellations After Seller Handoff

Once the seller submits handoff evidence, buyer and seller cancellations are disabled. The item has allegedly changed possession. At this stage, only DormSweep administrators may cancel a transaction, and only in exceptional circumstances.

4. Dispute-Based Refunds

While an order is in awaiting_buyer_confirmation status, buyers may submit a dispute. Acceptable grounds include:

• Wrong item received.
• Item significantly different from listing.
• Major undisclosed damage.
• Fraud or scam activity.
• Seller did not actually provide the item.

DormSweep will review the dispute using listing content, handoff evidence, messages, and any additional evidence submitted by either party. If DormSweep determines a refund is warranted, the transaction will be canceled and the buyer refunded. DormSweep's determination is final.

5. Significant Discrepancy Standard

Refunds based on item condition are only available where the item is significantly different from the listing. The following generally qualify:

• Wrong item, such as a different model, color, or type.
• Major undisclosed damage not reflected in listing photos or description.
• Fraudulent representation.

The following generally do not qualify:

• Minor cosmetic wear consistent with described condition.
• Subjective dissatisfaction or buyer remorse.
• Small imperfections consistent with listing photos and description.

6. Completed Transactions — All Sales Final

Once the buyer enters the DormSweep pickup confirmation code and the order reaches completed status, the transaction is final. No refunds, returns, cancellations, or new disputes will be processed after pickup confirmation. By entering the confirmation code, the buyer accepts the item in its current condition.

7. Platform Fees

DormSweep's 5% platform fee is non-refundable in most cases. DormSweep may refund the platform fee in cases where a refund is issued due to seller fault or DormSweep error. Stripe processing fees are governed by Stripe's own refund policies.

8. No-Show Refunds

If the seller fails to appear for a scheduled meetup and the buyer reports a no-show, DormSweep may issue a full refund to the buyer and take action against the seller. If the buyer fails to appear, DormSweep may cancel the order and refund the buyer, with a warning or strike issued to the buyer for repeated no-shows.

9. Refund Processing

Approved refunds are processed through Stripe and typically appear within 5–10 business days. DormSweep is not responsible for delays caused by financial institutions.

10. Contact

For questions about refunds or cancellations: support@dormsweepco.com