Buyer Protection Guarantee policy

LetsPool! Buyer Protection covers most transactions on LetsPool! It means poolees can get their money back if an item didn’t arrive, is faulty or damaged, or doesn’t match the pool description.
For details of how LetsPool! Buyer Protection works – what’s covered, what’s excluded, and what poolees and poolers need to do – please read our full policy.

Terms of use for poolees
Terms of use for poolers

Coverage, eligibility requirements, and exclusions

LetsPool Buyer Protection applies when:

• The poolee doesn’t receive an item;
• The pooler sent the wrong item, or
• The item arrives broken, damaged, or faulty;
• The pooler doesn’t fulfill their return policy as stated in the LetsPool! Agreement.

As a poolee, for your transaction to be eligible for LetsPool Buyer Protection:

• You must complete and pay for your purchase on LetsPool.com using an eligible payment method at checkout (credit/debit card or LetsPool credit);
• You must meet the requirements specified in this policy, including taking action within the required time frames;
• The item may not be an excluded item or subject to any additional exclusions (exclusions and special coverage when an item isn’t received, exclusions and special coverage when the item doesn’t match the listing); and
• You may not seek resolution for the same issue by another resolution method.

As a pooler, for transactions where LetsPool! Buyer Protection applies:

• You are responsible for delivering the item that was described in the pool, honoring your stated return policy, and providing a resolution when a poolee reports a problem with an order;
• If the purchase was completed on letspool.com, you must meet the requirements specified in this policy, including taking action within the required time frames;
• Poolers are required to deliver the item to the address in the Order details.

If the item doesn’t arrive at the address provided by the poolee at checkout or isn’t made available for collection, the poolee is entitled to a full refund, including original shipping costs (if applicable).

When a poolee reports that they didn’t receive an item and the transaction meets our eligibility requirements, we will look for:

• Evidence of successful delivery to the address provided by the poolee at checkout, or
• Proof that the poolee collected the item.

If we determine that the item was not successfully delivered or collected:

• The poolee will receive a refund for the full cost of the item and original shipping, and
• The pooler may be required to reimburse LetsPool! for the amount of the refund.

Evidence of successful delivery. We require all of the following to prove a successful on-time delivery:

• Tracking number from a  carrier which was uploaded to LetsPool;
• A delivery status of “delivered” or “attempted delivery” (or equivalent);
• The date of delivery or attempted delivery;
• The recipient’s address, showing at least the city/county or zip code that matches the one found on the My Profile page;

Exclusions and special coverage when the poolee doesn’t receive an item

• Items collected by a third party on behalf of the poolee – Not covered.
• The poolee arranged their own shipping method, such as a courier pickup – Not covered.
• The poolee provided an invalid or incorrect address at checkout – Not covered.
• The item was sent to another address after original delivery – Not Covered.
• The item was shipped internationally and didn’t clear customs because fees or duties weren’t paid – Covered
• The poolee refused delivery of the item– Covered only if the item arrived with shipping cost still owing because the pooler didn’t apply enough postage.

When the item received by the poolee doesn’t match the pool description

Poolers are required to deliver the item as it was described in the pool. If the poolee receives the wrong item, or the item arrives broken, damaged, or faulty (and was not clearly described as such), they are entitled to return it for a refund, even if the pooler doesn’t offer returns.

Poolees and poolers may agree to another solution, such as a full or partial refund while the poolee keeps the item, or a replacement item instead of a refund.

Both poolees and poolers must meet all applicable return requirements. If an item is being returned, the pooler is responsible for return shipping.

Deciding the outcome when the item doesn’t match the pool

When a poolee reports that an item doesn’t match the pool description and the transaction meets our eligibility requirements, we will look for all of the following:

• Evidence that the poolee and pooler have each met their return requirements;
• Whether the pooler breached LetsPool!’s policies when pooling the item;
• Whether the item can be shipped back to the pooler;
• Proof of return delivery, if the item was being returned.

If we determine that the pooler did not meet their return requirements:

• The poolee will receive a refund for the full cost of the item and original shipping, and
• The pooler will be required to reimburse LetsPool for the amount of the refund, and
• The poolee may not be required to return the item, as determined by LetsPool!

If we determine that the poolee did not meet their return requirements:

• The poolee may not receive a full refund for the item and/or shipping costs, or
• In the case of a replacement where the returned item was not delivered back to the pooler, the poolee may be charged for the additional item.

Exclusions and special coverage when the item doesn’t match the pool:

When LetsPool steps in on a “remorse” return request and the transaction meets our eligibility requirements, we will look for all of the following:

• Evidence that the poolee and pooler have each met their return requirements;
• Proof of return delivery, if the item was being returned.

If we determine that the pooler did not fulfill their return policy or did not meet their other return requirements, we will treat the case as if the item did not match the pool description.

If we determine that the poolee did not meet their return requirements:

The poolee may not receive a full refund for the item and/or for original or return shipping costs, or
In the case of an exchange where the returned item was not delivered to the pooler, the poolee may be charged for the additional item.

Return requirements and return shipping.

Poolees and poolers may have a return case decided against them if they do not meet the requirements listed below and/or take action within the time frames specified in this policy.

Pooler return requirements

• When a poolee requests a return for item not as described reasons, the pooler must respond within (5 business days) the return request and offer a solution to the poolee’s issue.
• When a poolee requests a return for remorse reasons, the pooler must honor their return policy as specified in the pool.  When the pooler is responsible for return shipping, the pooler must provide a return shipping label or another return method that is acceptable to the poolee. LetsPool! may provide the poolee with a return shipping label on the pooler’s behalf and will charge the pooler for the cost of the label.
• The pooler’s return address should be up to date in their Addresses in My Profile. If they haven’t specified a return address, the item will be returned to the pooler’s registration address. If the pooler’s return address is different to the item location specified in the pool, this should not result in an increased return cost for the poolee.
• The pooler must pay any applicable customs fees or duties on the returned item.  When refunding the poolee, the pooler must issue the refund through the return request on LetsPool!
• When shipping a replacement or exchange item, the pooler must provide the new tracking details to the poolee within the return request.

Poolee return requirements

• The poolee must return the item in the same condition in which it was received. If the item is returned used, damaged, or missing parts, some poolers may deduct the loss in value from the amount refunded to the poolee. For more information, see our Condition of returned items policy·   When the pooler is responsible for return shipping, the poolee must use the shipping label provided, or other return method agreed with the pooler. If the poolee chooses to purchase their own label, they assume responsibility for return shipping, including the cost.
• When there are strong indicators that the poolee received a counterfeit item, the poolee must cooperate with us to ensure proper disposal of the item, and must not sell the item on LetsPool! or elsewhere.

Return shipping

Depending on the reason for the return, the pooler or the poolee may be responsible for arranging and paying for a suitable return method.

If the reason is that the item doesn’t match the pool, the pooler is responsible for return shipping.

“Remorse” or “change of mind” returns follow the pooler’s return policy.

Proof of delivery for returned items

Returns should be sent with tracked shipping that can be independently validated.

We require all of the following to prove a successful return delivery:

• A delivery status of “delivered” or “attempted delivery” (or equivalent in the country to which the item was delivered);
• The date of delivery or attempted delivery;
• The recipient’s address, showing at least the city/county or zip code (or international equivalent) that matches the pooler’s specified return address; and
• If the party responsible for return shipping does not use a tracked service that meets these requirements, a case may be decided against them if the returned item doesn’t arrive.
• Refunds and billing for return shipping costs.

If the poolee is responsible for return shipping, the return shipping cost won’t be included in the refund.

Estimated and actual delivery dates

Under LetsPool! Buyer Protection, time frames to report an issue or request a return may be based on:

• The estimated delivery date (the latest date in the estimated delivery range that was provided to the poolee at checkout), or
• The actual delivery date (the date that tracking confirms the item was delivered, or the date that an item was collected)

Appeals and extensions

When LetsPool decides the outcome of a transaction issue, the poolee or pooler may submit an appeal within 30 calendar days of LetsPool!’s decision. As part of reviewing an appeal, we may ask the poolee or pooler to provide additional documentation. LetsPool reserves the right to seek reimbursement from the pooler for amounts refunded to the poolee, if a poolee successfully appeals.

Extensions

In some limited situations, we may extend the time frames specified above for poolees and/or poolers to take action and meet LetsPool! Buyer Protection requirements.

• In individual cases, extensions may be offered to take into consideration factors such as the poolee’s location, the shipping service used, whether tracking is available to show the status of a shipment, a pooler’s extended return window, or other circumstances such as fraud.
• Extensions may be offered to poolees and poolers in particular locations to take into consideration delays due to circumstances such as natural disaster, national emergency, labor strike or governmental act. In most instances, we will notify poolees and poolers with an announcement on letspool.com.

Refunds, payment holds and reimbursements

Refunds to poolees

Poolees are refunded to their LetsPool accounts.

LetsPool does not cover losses a poolee may sustain that are attributable to fluctuations in currency exchange rates applied to the refund by the poolee’s bank, credit card issuer, or payment service provider. If you are a poolee, please check the currency conversion policy imposed by your credit card issuer, bank, or payment service provider for information about conversion rates applied to refunds denominated in foreign currency.

Pooler payment holds

If a poolee reports that they didn’t receive an item or requests a return, or LetsPool! steps in on a transaction issue, a pooler’s funds may be held by LetsPool! as outlined in the User Agreement and Payments Terms of Use.

Pooler reimbursements to LetsPool!

As described in this policy, LetsPool! may determine that the pooler is responsible for providing a refund to the poolee. When LetsPool! issues a refund to the poolee on the pooler’s behalf, LetsPool! will seek to recover this amount from the pooler in accordance with the User Agreement and Payments Terms of Use.

• We will deduct the refund amount from the pooler funds that have not yet been disbursed, or
• If the pooler funds are not sufficient to cover the refund, we will charge the refund amount to the pooler’s payout bank account, or other payment methods on file.

If reimbursement is unsuccessful, we reserve the right to seek reimbursement through other means.

Loss of coverage

Even if a transaction is eligible for LetsPool! Buyer Protection, poolees can lose protection if they open duplicate claims using other resolution methods, or engage in fraudulent or abusive buying behavior.

Duplicate claims

Poolees can’t use more than one resolution method to get a refund. After selecting a resolution process (LetsPool! Buyer Protection, PayPal Buyer Protection or requesting a chargeback from their payment provider) a poolee is required to use only that process to resolve the transaction issue.

If a poolee files a PayPal Buyer Protection dispute, they won’t be able to report that an item hasn’t arrived or open a return request on LetsPool! for the same transaction. If there is already an open case on LetsPool!, it will be closed immediately.

If a poolee files a chargeback with their payment provider, any cases opened through LetsPool! Buyer Protection for the same transaction are immediately closed.  If a pooler loses a chargeback after the poolee has been refunded through LetsPool! Buyer Protection, they can appeal LetsPool!’s decision by providing evidence of the lost chargeback.

Fraudulent or abusive poolee behavior

Poolees will not be covered by LetsPool! Buyer Protection if they make fraudulent claims or engage in activity as described in the Abusive poolee policy. This includes, but is not limited to:

• Colluding with a pooler to wrongly declare an item’s value for customs;
• Filing a chargeback after receiving a refund.  Claiming an item was not received when there is proof of delivery to the address provided on the Order details page;
• Falsely claiming an item was not as described;
• Opening duplicate cases using other Buyer Protection programs;
• Returning an item other than the original item received;
• Using or damaging an item and then returning it.

In addition to the consequences described in the User Agreement, we reserve the right to indefinitely suspend an individual’s coverage under LetsPool! Buyer Protection and impose any other sanctions we may deem necessary including issuing warnings, blocking a poolee’s ability to request returns or refunds on LetsPool! and account suspension.

Other terms and related policies

• We may provide poolees and poolers with access to each other’s contact information in accordance with our User Privacy Notice.
• LetsPool! Buyer Protection is not a product warranty. In certain situations, LetsPool! may open a case on behalf of a user and decide the outcome immediately. For example, if a pooler is suspended for fraudulent activity, we may automatically open a case and issue a refund to the poolee(s).
• We reserve the right to fix any processing errors we discover by debiting or crediting the payment method used for the incorrect refund or reimbursement.  Poolees and poolers permit us to make final decisions about all cases, including appeals.