IMPORTANT: This PayPal Buyer Complaint Policy and PayPal Buyer Protection Policy is offered by PayPal and may be subject to change - this document is for informative purposes only - the PayPal Buyer Complaint Policy and PayPal Buyer Protection Policy will be available and effective from June 7th 2007 on www.paypal.com.au

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This Policy is effective for all purchases made on or after June 7, 2007.

1. General. PayPal has two programs to assist buyers and sellers in resolving disputes.
   1. PayPal Buyer Complaint Policy.
   2. PayPal Buyer Protection Policy.
2. PayPal Buyer Complaint Policy. PayPal Buyer Complaint Policy is our program to assist buyers in recovering payments made to non-eBay sellers when goods are purchased but not delivered to the buyer (item not received). In order to qualify under the PayPal Buyer Complaint Policy, your purchase must meet all of the eligibility requirements below, and you must comply with all of the buyer responsibilities below. If you are eligible under this policy, PayPal will make its best efforts to recover your payment from the seller, but recovery of your payment is not guaranteed. Your recovery is limited only to the amounts that PayPal is able to recover from the seller.
3. PayPal Buyer Protection Policy. PayPal Buyer Protection Policy is our program to reimburse buyers for payments made to sellers on an eligible eBay website when: (a) goods are purchased but not delivered to the buyer (item not received), or (b) goods are delivered but are "significantly not-as-described" in the listing. If you are eligible under the PayPal Buyer Protection Policy, PayPal will first try to recover your payment from the seller. If PayPal is unable to recover your payment from the seller, PayPal will pay you the maximum amount of coverage for which your transaction qualifies. In order to qualify under the PayPal Buyer Protection Policy, your purchase must meet all of the eligibility requirements below, and you must comply with all of the buyer responsibilities below.
4. Amount of Coverage - PayPal Buyer Protection Policy. If the item you purchase is eligible under the PayPal Buyer Protection Policy, the amount of coverage that PayPal will provide to you depends on two factors: (a) whether your purchase is eligible for Top Tier or Basic Tier coverage, and (b) from which eBay website that you made the purchase.
   1. Protection Levels. PayPal Buyer Protection Policy provides two levels of protection: "Top Tier" and a "Basic Tier".
      1. Top Tier: The item you purchased is eligible for Top Tier protection if:
         1. The seller's eBay feedback rating is 50 or above, and at least 98% positive.
         2. The item listed on an eBay website had a notation next to it stating that it may be eligible to receive the applicable amount for Top Tier protection as listed below.
         3. The seller has a Verified Premier or Verified Business Account in good standing,
         4. the listing was on an eligible eBay website, and
         5. The seller is a PayPal User from one of the following countries:
            
            

            Argentina	Italy
            Austria	Jamaica
            Australia	Japan
            Belgium	Korea
            Brazil	Mexico
            Canada	Netherlands
            Chile	New Zealand
            China	Norway
            Czech Republic	Poland
            Denmark	Portugal
            Ecuador	Singapore
            Finland	Sweden
            France	Spain
            Germany	Switzerland
            Greece	Taiwan
            Hong Kong	Thailand
            Hungary	United Kingdom
            India	United States
            Ireland	Uruguay

      2. Basic Tier: If your item qualifies under the PayPal Buyer Protection Policy, but does not qualify for Top Tier protection, you will receive Basic Tier protection.
   2. Eligible eBay Website. This chart shows the maximum amount of protection that you will receive based on the website from which you made your purchase.
      
      

      Country	Eligible eBay Website	Basic Tier	Top Tier
      Australia	www.eBay.com.au	400 AUD	3000 AUD
      Austria	www.ebay.at	500 EUR	Not applicable
      Belgium	www.eBay.be or www.befr.ebay.be	200 EUR	1000 EUR
      Canada	www.eBay.ca or www.cafr.ebay.ca	315 CAD	2000 CAD
      France	www.eBay.fr	200 EUR	1000 EUR
      Germany	www.ebay.de	500 EUR	Not applicable
      Ireland	www.eBay.ie	200 EUR	1000 EUR
      Italy	www.eBay.it	200 EUR	1000 EUR
      Netherlands	www.eBay.nl	200 EUR	1000 EUR
      Spain	www.eBay.es	200 EUR	1000 EUR
      Switzerland	www.ebay.ch	500 EUR	Not applicable
      The United Kingdom	www.ebay.co.uk	150 GPB	500 GPB
      The United States	www.ebay.com	$200 USD	$2,000 USD

5. Eligibility Requirements. In order for your transaction to be eligible under the PayPal Buyer Complaint Policy or the PayPal Buyer Protection Policy, all of the following requirements must be met:
   1. Purchase a Qualifying Item. Your purchase must be for a tangible, physical good that can be shipped. The following items are not eligible under either the PayPal Buyer Complaint Policy or the PayPal Buyer Protection Policy: intangibles, services, licences and other access to digital content, live auctions, vehicles, airline flight tickets, and items prohibited in the PayPal Acceptable Use Policy.
   2. Purchase from an Eligible eBay Website. The PayPal Buyer Protection Policy is only available for purchases made on the eligible eBay websites listed above. The decision whether to offer coverage under the PayPal Buyer Protection Policy on a given listing is at PayPal's sole discretion. If coverage under the PayPal Buyer Protection Policy is not offered at the time the seller posts the listing, the decision cannot be appealed. (This requirement does not apply to the PayPal Buyer Complaint Policy.)
   3. PayPal Account. You must have a PayPal account that is in good standing.
   4. Payment Requirements. You must use PayPal as your funding source when you make the payment. You must send a single payment for the full price of the item to the PayPal account specified by the seller in the listing. For PayPal Buyer Protection coverage you must either use the "Pay Now" button to send the payment, or associate the payment with the eBay listing by entering the number into the PayPal payment instructions. If you send the payment to a different PayPal account or use a payment method other than PayPal, even at the seller's request, the transaction will not be covered by the PayPal Buyer Complaint Policy or the PayPal Buyer Protection Policy.
   5. File a Dispute/Escalate to a Claim. In order to qualify under the PayPal Buyer Complaint Policy or the PayPal Buyer Protection Policy, you must first file a dispute online in the PayPal Resolution Centre and attempt to resolve the dispute with the seller. The dispute must be filed within 45 calendar days of the date that you made the payment to the seller. In addition, you must escalate the dispute to a claim within 20 calendar days of the date you filed the dispute. Once you escalate the dispute into a claim, PayPal will evaluate your claim to see if you are eligible under either the PayPal Buyer Complaint Policy, or the PayPal Buyer Protection Policy. (Registered buyers in Germany are not required to file a dispute prior to filing a claim. Instead, such buyers may go directly to the claim phase, but must file a claim within 45 calendar days of the date of the payment in order to qualify for the PayPal Buyer Complaint Policy or the PayPal Buyer Protection Policy.)
6. Disputes / Claims.
   1. Reasons to File a Dispute.
      1. The seller did not deliver the promised goods. Buyers should wait a reasonable amount of time - at least a week - to receive the item, before filing a dispute for item not received.
      2. The item delivered by the seller is 'significantly not-as-described' in the item listing. An item is 'significantly not-as-described' if the seller clearly misrepresented the details of the item in a way that affects its value or usability. Please note that this does not include cases where you are merely disappointed with the item or where the item did not meet your expectations. Reasons that an item may be considered 'significantly not-as-described' include, but are not limited to, the following:
         1. The item is a completely different item to that which was presented by the seller in the listing, e.g. an audio book instead of a printed book, a desktop computer instead of a laptop, a picture of an item instead of the actual item; or an empty box;
         2. The condition of the item is significantly different. For example, if the item has clearly been used multiple times rather than 'almost new' or 'still in box' or is obviously repackaged rather than 'mint';
         3. The item is unusable and was not disclosed as such. For example, if there are missing major parts or components, will not function or turn on, or spoiled or past a relevant date. (NOTE: this applies to the item in its received state, no matter what the condition when it was sent.);
         4. The item is not authentic and was not disclosed as such. For example, if a fake or pirated item that was advertised as authentic or a completely different or inferior brand of a similar product; or
         5. The item is missing a major portion or quantity. For example, if the buyer ordered 4 dozen golf balls but only received 1 dozen or 4 golf balls or the item is missing a primary component, like a blender missing a top or coffee maker missing the bottom plate.
         An item is not considered 'significantly not-as-described' if:
         6. The item fits into one of the 'significantly not-as-described' categories but was reasonably and prominently described in the listing as such. For example, if the listing states one of the following: "Item is being sold as is," "Item may not work properly," "Item is missing some parts," or "See picture for scratches or damages";
         7. The item is not wanted by the buyer after s/he sees it in person but was properly described in the listing;
         8. The description could have been reasonably misinterpreted by the buyer or the seller. For example, if the item is a different colour than advertised (e.g. the item is aqua-marine but was advertised as teal);
         9. The item did not meet your expectations; or
         10. Item has minor scratches but was listed as 'in used condition'.
      Please note that these are representative examples. PayPal encourages all buyers and sellers to communicate with each other before and after the transaction to prevent these issues from occurring. For items that do not qualify as 'significantly not-as-described', we encourage the buyer and seller to find an equitable solution. PayPal reserves the right to make a decision on 'significantly not-as-described' if the buyer and seller cannot agree. Once PayPal has made a decision on a 'significantly not-as-described' item, for the purposes of the PayPal Buyer Protection Policy that decision is final and cannot be appealed.
   2. Dispute and Claim Process. Once you file a dispute as a buyer, PayPal will notify the seller of the dispute, and while the dispute is open, you and the seller are able to access the details of the dispute via the resolution centre and post messages to each other in connection with the dispute. Any messages you post are viewable by PayPal and the other party to the dispute. If you escalate the dispute to a claim, PayPal may review and use the content of all posted messages to evaluate your claim. You may not post any message that is offensive, discourteous, false, misleading, profane, abusive, threatening or otherwise inappropriate.
7. Buyer Responsibilities.
   1. You must respond to any PayPal inquiries regarding the claim within the time specified. If you fail to respond to PayPal's request for more information, your claim will be cancelled and you will not receive a refund.
   2. If you file a claim for a 'significantly not-as-described' item, we may require you to ship the item at your expense to the seller, to PayPal, or to a third party designated by PayPal. In addition, we may require you to obtain documentation from a qualified third party to substantiate your claim, or to verify that you have destroyed the item if we request you to do so. In some instances, we may require you to supply a copy of a police report substantiating your claim.
   3. If we ask you to ship the item, you will be required to show proof of shipment.
      1. Buyers in Australia may show proof of shipment by providing PayPal with any of the following:
         1. A faxed copy of the shipping receipt that includes the buyer's delivery address. You can get this from Australia Post's Registered Post and Australia Post's Registered Post International, or
         2. A shipping code that PayPal can use online to view the shipping status and the buyer's delivery address. You can get this from TNT, DHL, FedEx, and other carriers, or
         3. A receipt issued by the carrier that is signed by the recipient acknowledging delivery.
      1. Buyers in the United States and Canada must use an online-trackable shipping method and will be asked to provide the tracking number to PayPal. For transactions of $250.00 USD or more (or equivalent in the transaction currency), you will be required to provide an online proof-of-receipt in the form of a signature from the recipient.
      2. Buyers outside of the United States, Canada, and Australia are required to use an online-trackable shipping method if one is available.
   4. If you are required to send the item to PayPal, you agree to transfer the ownership of the item to PayPal and if requested, provide all reasonable assistance in ensuring that the transfer of ownership takes place.
   5. If you and the seller agree to a refund amount that is less than the amount of the original transaction, and the seller provides you the refund, PayPal will consider your claim/dispute to be successfully resolved.
8. Seller Responsibilities.
   1. You must respond to any PayPal enquiries regarding a claim filed against you within the time specified. If you fail to respond to PayPal's request for more information, you forfeit your right to appeal and the refund will be paid to the buyer from your PayPal account.
   2. If a buyer initiates a dispute for an amount greater than $100.00 USD (or the equivalent in the transaction currency), PayPal will place the disputed amount (to the extent it remains in the seller's account) on hold until the dispute/claim is resolved.
   3. If PayPal decides a claim for "significantly not as described" in favour of the buyer, you may appeal PayPal's decision only if the item was returned to you from the buyer in a condition other than its condition when you shipped it to the buyer (more than the normal wear from posting).
   4. If the buyer claims that the item was not received, you will be asked to provide proof of shipment. If we ask you to ship the item, you will be required to show proof of shipment. You may show proof of shipment by providing PayPal with any of the following:
      1. A faxed copy of the shipping receipt that includes the buyer's delivery address. You can get this from Australia Post's Registered Post and Australia Post's Registered Post International, or
      2. A shipping code that PayPal can use online to view the shipping status and the buyer's delivery address. You can get this from TNT, DHL, FedEx, and other carriers, or
      3. A receipt issued by the carrier that is signed by the recipient acknowledging delivery.
   5. In the event that a PayPal Buyer Complaint Policy claim is decided in the buyer's favour, you are responsible for reimbursing the buyer for the amount of the payment. In addition, if a PayPal Buyer Protection Policy claim is decided in the buyer's favour, you are responsible for reimbursing PayPal for the amount refunded to the buyer. This could mean that your PayPal account balance may reflect an amount owing to PayPal, and your account access may be limited. In the event that a claim is filed against you, we recommend keeping sufficient funds in your PayPal account to cover the refund of the payment and avoid your balance becoming negative.
9. Limitations.
   1. One Reimbursement Per Listing. You may only receive one PayPal Buyer Protection Policy reimbursement per eBay listing. For multiple-listings under one PayPal payment, each qualified listing is eligible for up to the maximum amount of coverage.
   2. One Claim Per Payment. If your claim qualifies for the PayPal Buyer Protection Policy, you may file a claim for either: (a) item not received, or (b) item significantly not as described. You are not permitted to file a claim for "item not received" and then change it to "item not described" (or vice versa) even if circumstances change. In addition, if you purchase multiple items with a single payment, you must include all of your concerns in a single claim. A PayPal Buyer Protection Policy claim may not be edited or changed after it has been filed.
   3. Single PayPal or eBay Claim. You may not file a claim with both PayPal and eBay for the same transaction. If your PayPal Buyer Protection claim is paid, any eBay claim will be refused. If your PayPal claim is refused, your eBay claim will also be refused.
   4. Decisions are final. Once PayPal has decided a claim, it cannot be reopened.
   5. Availability. PayPal reserves the right to change or discontinue the PayPal Buyer Complaint Policy or the PayPal Buyer Protection Policy in its sole discretion at any time and without notice. All payments made under these Policies will be made at PayPal's sole discretion. Pending claims at the time of any such discontinuance will continue to be processed until a final decision is reached.
10. eBay Standard Purchase Protection Program.

    If you make a purchase from one of the eBay websites listed below, you may be eligible for the eBay Standard Purchase Protection Program ("eBay SPPP") instead of the PayPal Buyer Protection Policy. The eligibility requirements for eBay SPPP are the same eligibility requirements for PayPal Buyer Complaint Policy as listed above. eBay Standard Purchase Protection Program is our program to reimburse buyers for losses up to the applicable coverage amount minus the processing cost for purchases made on the eBay SPPP websites.

    The final price of the item purchased must be over the applicable processing cost. Multiple listings cannot be combined into one claim to become eligible, even if purchased from the same seller. Buyers may submit up to three eBay Standard Purchase Protection Program claims per six-month period.

    Country	eBay SPPP Website	Coverage Amount	Processing Cost
    Hong Kong	www.ebay.com.hk	1500 HKD	200 HKD
    New Zealand	www:ebay.com/nz/	300 NZD	40 NZD
    Poland	www.ebay.pl	650 PLN	80 PLN
    Singapore	www.ebay.com.sg	320 SGD	40 SGD
    Sweden	www.ebay.se	1600 EUR	200 EUR

11. Relationship between PayPal Buyer Complaint Policy, PayPal Buyer Protection Policy and your Credit Card Chargeback Rights. The following information relates to reimbursement for losses from purchases where you used a credit card to fund a PayPal purchase:
    1. Credit card chargeback rights, if they apply, are broader than the PayPal Buyer Complaint Policy and the PayPal Buyer Protection Policy. Chargeback rights are not limited to $2,000 per transaction, can be filed more than 45 days after the payment, and may cover unsatisfactory items even if they are not Significantly Not as Described.
    2. You can choose to file a dispute through our Online Dispute Resolution Centre and escalate the dispute into a claim or you can choose to exercise your chargeback rights. However, you cannot pursue both at the same time or seek a double recovery. If you initiate a dispute through the Online Dispute Resolution Centre and you then, while the dispute or claim is pending, file a chargeback, PayPal will cancel your dispute or claim, and you will have to rely solely on your chargeback rights.
    3. If you close your dispute or it is otherwise closed, or if you cancel a claim or it is denied or results in no refund, you may still be able to pursue your chargeback rights.
    4. If you timely file a dispute and then escalate it to a claim, and we do not complete processing of that claim until after your credit card issuer's imposed deadline for filing a chargeback or after your bank's deadline for filing a dispute, and you recover less than the full amount you would have been entitled to recover from the credit card issuer or the bank, we will reimburse you for the remainder of your loss (minus any amount you have already recovered from the seller or PayPal. PayPal reserves the right to contest chargebacks, in accordance with the rules of the applicable card issuer or card association.