Refund and dispute policy
Effective Date: January 1, 2025
Last Updated: April 25, 2025
Version: 1.0
Overview
DLIA is a marketplace for reselling non-refundable bookings. Because the bookings listed on DLIA are inherently non-refundable in their original context, and because DLIA acts as a marketplace rather than the original service provider, our general policy is that all sales are final.
This policy explains when refunds are available, how to request one, and what to expect during the dispute process.
1. When Refunds Are Available
We will issue a refund in the following verified circumstances:
1.1 Fraudulent Transaction
The booking listed did not exist, was not owned by the seller, or was fraudulently represented.
Refund amount: 100% of the amount paid, including DLIA fees.
1.2 Material Misrepresentation
The listing contained significant factual inaccuracies that were not disclosed, such as wrong travel dates, wrong venue, or wrong passenger name requirements.
Refund amount: Up to 100% depending on the circumstances.
1.3 Seller Fails to Transfer
The seller does not complete or cooperate with the booking transfer process within the required timeframe.
Refund amount: 100% of the amount paid.
1.4 Booking Was Invalid at Time of Sale
The booking was already cancelled, expired, or used before or at the time of sale.
Refund amount: 100% of the amount paid.
1.5 Technical Duplicate Charge
You were charged more than once for the same transaction due to a verifiable technical error.
Refund amount: All duplicate charges.
2. When Refunds Are Not Available
| Situation | Reason |
|---|---|
| Change of mind | All sales are final |
| Third-party provider refuses transfer | Outside DLIA's control |
| Buyer provided incorrect details for name change | Buyer's responsibility |
| Provider cancels or changes the service after purchase | Seek remedy from the provider |
| Claim raised outside the claim window | Time-limited right |
| Listing described risks that were disclosed | Buyer accepted the disclosed risk |
| Dissatisfaction with the event or service quality | Not DLIA's responsibility |
3. How to Request a Refund or Raise a Dispute
Step 1: Try to Resolve With the Seller
Contact the seller via in-app messaging during the first 24 hours to try to resolve the issue directly.
Step 2: Submit a Formal Dispute to DLIA
If the issue is not resolved within 24 hours, submit a dispute to info@dlia.app with the subject Refund Request - Transaction ID: [XXXXX].
Please include:
- Your Transaction ID from purchase history
- Date of purchase
- A clear description of the issue
- Screenshots or supporting documentation
Step 3: DLIA Reviews Your Case
We will:
- Acknowledge your request within 24 business hours
- Review evidence from both you and the seller
- Complete our investigation within 5 business days, although complex cases may take longer
Step 4: Decision and Resolution
Once we reach a decision:
- We will notify both parties by email
- Approved refunds are processed to your original payment method within 5 to 10 business days
- Your bank or card issuer may take additional time to credit the funds
4. Claim Window
You must submit a dispute within:
- 48 hours of the completed purchase, or
- 48 hours of the seller transfer deadline, whichever is later
Disputes submitted outside this window will only be reviewed at DLIA's sole discretion.
5. Refund Processing
| Refund Type | Timeline |
|---|---|
| Approval to Stripe processing | Within 1 to 2 business days of decision |
| Stripe to your card or bank | 5 to 10 business days depending on your issuer |
| Credit or debit card refunds | Typically 3 to 5 business days after Stripe processes |
Refund timelines are estimated. Your bank or card issuer controls the final credit to your account. Contact your bank if a refund has not appeared within 10 business days of our confirmation.
6. Chargebacks
We strongly encourage you to use DLIA's dispute process before initiating a chargeback with your bank or card issuer.
If you initiate a chargeback without first using our process, we reserve the right to:
- Provide your bank with evidence to contest the chargeback
- Suspend your DLIA account during the dispute period
- Recover associated chargeback fees from you if the chargeback is found to be unwarranted
This does not affect your right to use your bank's chargeback process as a last resort.
7. Disputes Between Buyers and Sellers
Where a dispute arises between a buyer and seller, DLIA may act as a neutral facilitator. We will review evidence, make a determination based on our policies, and not act as a court or formal legal arbitrator.
DLIA's decisions in disputes are final and binding within the Platform, without affecting either party's right to seek legal remedies elsewhere.
8. Seller Funds During a Dispute
If a buyer raises a valid dispute before seller payout has been released, DLIA will hold the relevant funds pending resolution. If the buyer succeeds, the funds will be returned to the buyer. If the seller succeeds, the payout will be released.
9. Your Statutory Rights
Nothing in this Refund and Dispute Policy limits or excludes rights you may have under applicable consumer protection laws, including the UK Consumer Rights Act 2015, EU Consumer Rights Directive, and Australian Consumer Law.
10. Contact
Email: info@dlia.app
Address: 131 Continental Dr, Suite 305, Newark, DE 19713, US
URL: https://dlia.app/refunds
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