Buyer protection policy

Effective Date: January 1, 2025

Last Updated: April 25, 2025

Version: 1.0

Our Commitment to Buyers

At DLIA, we want you to buy with confidence. This Buyer Protection Policy explains what you are protected against when purchasing a booking on DLIA, and how to raise a claim if something goes wrong.

This policy is in addition to your rights under applicable consumer protection law, which are not affected by anything in this document.

1. What You Are Protected Against

DLIA Buyer Protection covers you in the following circumstances:

1.1 Fraudulent Listing

The listing was fake, the booking never existed, was already cancelled before the sale, or was never owned by the seller.

Remedy: Full refund of the amount you paid, including any DLIA service fees.

1.2 Material Misrepresentation

The listing contained significant inaccuracies that would have affected your decision to purchase, such as wrong travel dates, wrong destination, incorrect event details, or materially different ticket category or seat type.

Remedy: Full or partial refund depending on the severity of the issue, as determined by DLIA's investigation.

1.3 Seller Fails to Complete Transfer

The seller fails to respond or refuses to cooperate with the transfer process after a completed sale within the timeframe stated in the Seller Policy.

Remedy: Full refund of the amount you paid.

1.4 Duplicate Charge

You were charged more than once for the same transaction due to a technical error.

Remedy: Immediate refund of all duplicate charges.

1.5 Booking Already Used or Expired at Time of Sale

The seller knowingly listed a booking that was already used, expired, or otherwise invalid at the time of sale.

Remedy: Full refund and escalation of the seller's account for investigation.

2. What Is Not Covered

DLIA Buyer Protection does not cover the following situations:

2.1 Change of Mind

If you decide after purchase that you no longer want the booking, the sale remains final unless the issue falls within an eligible claim category above.

2.2 Third-Party Provider Refusal to Transfer

If the original provider refuses the transfer despite accurate seller information and the booking being advertised as transferable, that risk sits outside DLIA's control.

Before you buy, we strongly recommend checking the original provider's name-change policy independently.

2.3 Buyer-Caused Issues

Buyer Protection does not apply where the transfer fails because of incorrect information or errors on your part.

2.4 Provider Cancellation After Purchase

If the original service provider cancels or modifies the service after the booking was sold to you, you should seek a remedy directly from the provider.

2.5 Claims Raised Outside the Claim Window

Claims must be raised within 48 hours of becoming aware of the issue. Claims outside this window may not be accepted.

2.6 Dissatisfaction with the Service Itself

DLIA is a resale marketplace, not the service provider. Complaints about the quality of a flight, hotel stay, or event are not covered.

3. How to Raise a Buyer Protection Claim
Step 1: Contact the Seller First

Before raising a formal claim, attempt to resolve the issue directly with the seller via in-app messaging. Many issues are resolved at this stage.

Step 2: Submit a Claim to DLIA

If you cannot resolve the issue with the seller within 24 hours, submit a formal claim to info@dlia.app with the subject line Buyer Protection Claim - [Your Transaction ID].

Please include:

  • Your Transaction ID from your purchase history
  • A clear description of the issue
  • Supporting evidence such as screenshots, messages, booking documents, or error messages
Step 3: DLIA Investigation

We will acknowledge your claim within 24 hours and aim to resolve it within 5 business days. We may contact both you and the seller during the investigation.

Step 4: Resolution

Once our investigation is complete, we will notify you of the outcome and, where applicable, process any refund within 5 to 10 business days.

4. Claim Window

You must raise a Buyer Protection claim within:

  • 48 hours of the completed transaction, or
  • 48 hours of the date by which the seller was required to complete transfer, whichever is later

Claims raised outside this window will only be accepted at DLIA's discretion.

5. Remedies
Remedy When Applied
Full refund Fraudulent listing, seller non-cooperation, or booking expired at sale time
Partial refund Material misrepresentation where you still received partial value
DLIA credit At our discretion, as an alternative to a monetary refund

Refunds are returned to your original payment method and may take 5 to 10 business days to appear depending on your card issuer.

6. Escalation and Disputes with DLIA's Decision

If you disagree with DLIA's decision on a claim, you may escalate by:

  • Replying to the claim outcome email and requesting a second review within 7 days
  • Contacting your card issuer to initiate a chargeback, although we request that you exhaust our process first
  • Seeking resolution through your local court or consumer dispute resolution service

Nothing in this policy affects your rights under applicable consumer protection legislation.

7. Contact

Email: info@dlia.app
Address: 131 Continental Dr, Suite 305, Newark, DE 19713, US
URL: https://dlia.app/buyer-protection

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