Cancellations & Disputes

A member may withdraw from a proposed exchange before it becomes Active.

Where no TradeSwap platform fee has yet been taken, no platform fee is payable unless otherwise clearly disclosed before commitment.

These rules apply only to TradeSwap platform fees. They do not provide automatic refunds or compensation for materials, any cash difference agreed between members, or the services members exchange.

• Cancelled before either member starts the agreed work: full refund of all platform fees paid. If the swap was not yet Active, this applies automatically. If it was Active, both members confirm that no work had started. This also covers a no-show before either member started work.
• Only one member pays and the swap expires without becoming Active:full refund to the member who paid.
• TradeSwap’s own technical failure prevents the swap: full refund of all platform fees paid.
• After work has started, or where there is a no-show after work started or a dispute: TradeSwap reviews the evidence case by case.

Whether work has started is not decided on one member’s word alone. If either member records that work has started, or the members disagree, TradeSwap reviews the case. Each refund decision is recorded. A refund shows as approved until the payment provider confirms it has been sent.

Nothing in this policy removes a consumer’s statutory right to a refund or cancellation where such a right applies.

Where a member is a consumer entering into a distance contract with TradeSwap, statutory cancellation rights may apply. Where the law provides a 14-day cancellation period, TradeSwap will provide the information and cancellation mechanism required by law.

If a consumer asks TradeSwap to begin providing a relevant paid service during that cancellation period, TradeSwap may request the consumer’s express consent to begin early and acknowledgement of any lawful effect this may have on their cancellation rights.

The Platform does not use a blanket waiver of consumer cancellation rights.

Where a member wishes to cancel an Active Swap, they should use the cancellation function and provide a reason. Reasons may include:

• mutual agreement;
• other member unable to perform;
• significant delay;
• material difference from the agreed scope;
• safety concerns; or
• another reasonable cause.

The other member will be notified. Platform-fee refunds then follow the rules above.

Members should initially attempt to resolve problems directly and reasonably. If this is unsuccessful, either member may raise a dispute through TradeSwap. Members may be asked to provide:

• a description of the issue;
• photographs;
• relevant communications;
• documents;
• evidence of completed work; and
• the resolution sought.

The other member will be given an opportunity to respond. TradeSwap may review the information and facilitate communication. Possible outcomes may include:

• agreement between the members;
• revised delivery/completion arrangements;
• acknowledgement of partial completion;
• cancellation by agreement;
• a refund or fee adjustment where required or permitted under TradeSwap’s policies and applicable law; or
• referral or signposting to an appropriate independent dispute-resolution route.

TradeSwap facilitating a dispute does not mean TradeSwap performed or guaranteed the underlying service. Nothing in this policy prevents a member from exercising statutory rights or pursuing a remedy available under applicable law.

Where a member believes continuing an exchange would create a genuine safety risk, they should stop the relevant activity where appropriate and report the issue to TradeSwap. TradeSwap may restrict an account while a serious safety complaint is investigated.

See the Terms of Use for the wider rules that apply to swaps, platform fees and member responsibilities.