Dispute Policy
Effective September 12, 2026 · eddy s.r.o., Šmahova 1244/112, 627 00 Brno-Slatina, Czechia
How disagreements between buyers and sellers are resolved on eddy, and how decisions can be appealed.
1. Step 1 — talk
Most problems are solved in chat. Message the other side from the order page first; sellers usually reply within a day.
2. Step 2 — open a request
If that fails, open a request from the order page (item not received, not as described, damaged, counterfeit, refund, return). The order is put on hold: funds are not released and the seller cannot withdraw them.
3. Step 3 — evidence
Both sides can add photos, tracking information and messages. Sellers have 48 hours to respond to a claim.
4. Step 4 — decision
A member of our Trust & Safety team decides within 3 business days: refund the buyer (fully or partially), release funds to the seller, or a split. The decision and its reasons are shown on the request. Decisions are made by people, not automatically.
5. Appeals
Either side can appeal within 7 days from Settings → Security → Appeal. A different team member reviews the case. Business sellers may additionally request mediation under the P2B Regulation.
6. Out-of-court options
Consumers in the EU can use the Czech Trade Inspection Authority (ČOI) or the EU online dispute resolution platform (ec.europa.eu/odr). Nothing in this policy limits your right to go to court.