In short: if your purchase qualifies under Section 1 and you claim within the protection window, GreenGo will refund you — even if the seller does not respond.
1. What is covered
Buyer Protection covers one-time purchases and the first paid period of a new subscription made through GreenGo checkout. You can open a claim within 14 days after purchase or, if the listing promised delivery later than that, within 14 days after the promised delivery date, if:
- Not delivered. You did not receive the download, access link or account activation within the delivery time on the listing, or within 48 hours if none is stated.
- Not as described. The product is materially different from its listing, for example missing features, platforms or files the listing promised.
- Does not work. A core function described in the listing does not work on supported systems, and the seller does not fix it within 3 business days of your report.
- Security problem. The product contains malware, undisclosed data collection or a critical vulnerability that makes it unsafe to use as described.
- Wrong badge. The listing showed a Green Light result that did not belong to the product you received.
- Billing error. A duplicate charge, a charge in the wrong amount or a charge you did not authorize.
- Not opened yet. Our delivery records show you have not downloaded, opened the access link for, or activated the product. This covers a change of mind before first use. For products delivered on the seller's own site or service, the seller may show records that you accessed or activated it, and we decide on the evidence from both sides.
2. What is not covered
- Change of mind after you downloaded, accessed or activated the product, other than for the reasons above.
- Problems caused by systems, accounts or requirements the listing said were needed and you did not have.
- Renewal charges after the first paid period. Cancel anytime online before the next renewal instead; the price-increase refund in Section 6 of the Terms still applies.
- Flip Desk acquisitions and Fix-It Desk jobs, which have their own terms.
- Purchases made outside GreenGo checkout.
- Claims we reasonably find abusive after reviewing the evidence, such as downloading a product and then claiming it never arrived. Having made claims before is not by itself a reason to deny one; we review each claim on its own facts and tell you why if we deny it.
3. How to make a claim
- Go to Orders › Get help and pick the reason. Add screenshots, error messages or other evidence.
- The seller is notified and has 3 business days to fix the problem, deliver, or agree to a refund.
- If it is not resolved, GreenGo reviews the claim and decides within 5 business days. A person, not only an automated system, makes the decision when the seller disagrees.
- Either side can appeal once within 7 days with new evidence.
4. Refunds
- Approved refunds go back to the original payment method, usually within 5–10 business days depending on your bank.
- A full refund ends your license. You must stop using the product and delete copies. A partial refund may be offered when only part of the product is affected; you can decline it and ask for a full review.
- Sales tax is refunded with the purchase price.
- If the seller's balance cannot cover an approved refund, GreenGo still pays it and recovers the amount from the seller.
5. GreenGo's own subscriptions
If you cancel the GreenGo Pro plan within 14 days after your first Pro charge, we refund that charge. After that, you can cancel anytime online in Settings › Billing and keep Pro until the end of the period already paid; partial periods are not refunded unless the law requires it.
6. Chargebacks
Please open a claim with us before contacting your bank — it is usually faster. If you file a chargeback, the Buyer Protection claim for that order is closed and the bank's decision controls. We may limit accounts that file chargebacks after receiving a refund or in bad faith.
7. What Buyer Protection is
Buyer Protection is a commitment GreenGo makes as part of operating its marketplace. It is included with every eligible purchase at no extra charge, it is never sold or priced separately, and it is not insurance or a service contract. GreenGo pays approved refunds from its own funds and may recover them from the seller as described in the Seller Agreement.
8. Your legal rights
This policy adds to, and does not limit, any rights you have under consumer protection law. Questions: info@greengopartners.com.