BUYER PROTECTION
Spend like a Tier-1 — and audit it.
From quote SLA to escrow refund, every step has an explicit remedy. Spend with us the way you'd spend with a Tier-1 marketplace — and audit it.
Quote SLA
2 h
Payout SLA
72 h
Inspection window
72 h
SLA credits
5% / 10% / 15%
Guarantees
2-hour quote SLA
Non-monetary remedyIf we don't quote in 2 hours, you get €25 credit.
On every RFQ where the producer fails to issue a binding PriceOffer within 2 hours, the platform fee is waived (see quotes/sla_service.py).
Escrow on every order
Up to 100% refundableWe hold funds until inspection passes.
Wise SEPA escrow with 14-day auto-release safety net. If you reject the inspection, funds stay locked while the dispute is escalated.
On-time delivery credits
Up to 15% refundable5% / 10% / 15% credit by lateness band.
Graduated SLA credit when the producer ships late. Past 8 days late, you may cancel penalty-free.
3-tier dispute escalation
Up to 100% refundableDirect → mediation → arbitration.
Each stage has a defined deadline. If the producer ignores mediation, the case auto-escalates to arbitration after 5 days.
Open algorithm
Non-monetary remedyMatching weights are public.
MATCHING_MODEL_CARD.md publishes feature weights. Price weight is 5% by design — we tilt toward performance and certifications, not race-to-bottom.
Dispute escalation
- Direct negotiation (48h)
- FabriMatch mediation (5d)
- Independent arbitration (3d)