BLDTRU

Dispute Resolution Policy

Updated: 2025

Dispute Resolution Policy

Last updated: 2025

This Dispute Resolution Policy outlines how buyers, makers, and BLDTRU handle issues related to transactions, products, and marketplace conduct. Our goal is to resolve conflicts quickly, fairly, and with transparency.

1. Overview

BLDTRU provides tools for filing disputes, reviewing evidence, communicating with makers, and requesting support when something goes wrong. The dispute system exists to protect buyers from misrepresentation and non-delivery, and to protect makers from abusive claims or fraudulent behavior.

2. When a Dispute Can Be Filed

You may file a dispute for any of the following reasons:

  • Item never arrived
  • Item arrived damaged
  • Item does not match the description or listing photos
  • Maker failed to ship within a reasonable timeframe
  • Incorrect item received
  • Digital files not delivered or inaccessible
  • Unauthorized or fraudulent transaction

3. Issues That Are Not Eligible

The following do not qualify for disputes:

  • Buyer's remorse or preference changes
  • Damage caused after delivery
  • Custom items rejected for style differences
  • Minor variations inherent to handmade goods
  • Requests for faster shipping not agreed to prior to purchase

4. How to File a Dispute

To file a dispute through BLDTRU:

  1. Go to your Orders page
  2. Select the order in question
  3. Click “Open a Dispute”
  4. Provide a detailed explanation and any supporting photos or files
  5. Submit the dispute for review

Once submitted, both the maker and BLDTRU Support will be notified.

5. Resolution Timeline

Most disputes follow this timeline:

  • Day 1–3: Maker is notified and may respond or propose a solution
  • Day 4–7: Additional evidence may be requested from either party
  • Day 7–14: BLDTRU reviews information and issues a final determination

Complex cases may require additional time. You will be notified of any delays.

6. Possible Outcomes

  • Full refund
  • Partial refund
  • Replacement or re-shipment
  • Case dismissed (insufficient evidence or ineligible issue)
  • Account action for policy violations

7. Maker Responsibilities

  • Provide accurate listings and photos
  • Ship orders within stated timeframes
  • Communicate respectfully and promptly during a dispute
  • Provide evidence when requested
  • Avoid retaliatory behavior toward buyers

8. Buyer Responsibilities

  • Provide honest, accurate details in disputes
  • Upload clear photos of issues when applicable
  • Allow the maker reasonable time to respond
  • Avoid abusive or threatening language

9. Fraud & Abuse

Fraudulent disputes, chargebacks, or attempts to abuse the system may result in account suspension, order cancellation, or permanent removal from the platform.

10. Arbitration Agreement (U.S. Users)

By using BLDTRU, you agree that most disputes between you and BLDTRU will be resolved through binding arbitration rather than in court. This applies to all claims except those eligible for small claims court.

Arbitration is conducted individually. You waive the right to participate in class-action lawsuits.

11. Contact the Dispute Team

If you need assistance or have questions about this policy, contact our dispute support team:

disputes@bldtru.com