الشؤون القانونية والسياسات

Payments, Escrow & Refunds

How payment works

Buyers pay via the licensed escrow provider (SEPA bank transfer for EU B2B; cards available). Funds are held in escrow — VESTRA never holds the money. Orders invoiced by Acerasoft LLC in its own name are different (Terms of Service, section 3c): they are paid by transfer to the bank account named on that invoice, not into escrow, and the escrow rules on this page — release, automatic release and refund from escrow — do not apply to them. The Returns & Claims policy applies to them unchanged.

Escrow release

Funds release on buyer confirmation, or automatically once the buyer's claim window has run and no problem has been reported to support. The automatic release is never earlier than the end of that window, so payment cannot leave escrow while the buyer may still complain.

Orders VESTRA invoices in its own name — how the seller is paid

For these orders (Terms of Service, section 3c) Acerasoft LLC is the seller of record: it collects the buyer's payment into its own account and buys the goods from the supplying seller. That seller is paid for a successful order — the buyer's payment received and cleared, the goods delivered, the buyer's claim window of 3 business days closed with no claim open, and no chargeback or refund pending — within 5 business days after those conditions are met, to a bank account in the seller's own name. Cancelled, unpaid and refunded orders are not settled, and a claim upheld in part reduces settlement by the amount credited to the buyer. The full terms are in the Seller Agreement, section 9. For the buyer nothing changes: the claim window, the Returns & Claims policy and the right to a refund are the same, and for these orders the buyer exercises them against Acerasoft LLC.

Fees

VESTRA charges a platform commission per order — a seller commission plus a small buyer-protection fee — and/or a membership fee; provider fees as charged. Exact amounts are shown before checkout.

Refunds & disputes

During a dispute funds remain in escrow. If resolved for the buyer (non-delivery, materially not-as-described, proven counterfeit), escrowed funds are refunded before release.

Returns

Wholesale orders are closed to returns; goods that are wrong, missing or faulty are claimable within the notification period. The binding rules — what qualifies, the deadline, the evidence required and who bears the return freight — are the Returns & Claims policy, which forms part of these terms.

Chargebacks

SEPA payments are not subject to card chargebacks; card payments follow the provider's process.