SLA & Service Expectation Policy

This SLA & Service Expectation Policy explains how timelines, timestamps, and service indicators are presented on the eBuy.store platform and clarifies that such indicators do not constitute service level agreements ("SLAs"), guarantees, or promises.

1. Purpose of this policy

The purpose of this policy is to:

• Set clear expectations regarding platform timelines and workflows
• Prevent misunderstandings related to delivery, reviews, disputes, or payouts
• Preserve eBuy.store's role as a marketplace intermediary

This policy exists to explicitly exclude SLA-based obligations.

2. No service level agreements

eBuy.store does not provide any service level agreements. Specifically:

• No timelines displayed on the Platform are guaranteed
• No actions are promised to occur within a fixed duration
• No failure to meet an indicated timeframe constitutes a breach

All services are provided on an "as-is" and "as-available" basis.

3. Informational timestamps and workflow indicators

The Platform may display timestamps or time-related indicators such as:

• Order placement time
• Expected shipment windows
• Review or verification status
• Dispute or return windows
• Payout processing stages

All such timestamps are:

• Informational only
• Workflow-oriented
• Subject to change
• Not binding commitments

They must not be interpreted as guarantees, deadlines, or enforceable promises.

4. Seller shipment expectations

• Sellers are responsible for shipping items they sell.
• The Platform may display an expected shipment timeframe to guide seller behaviour.
• Such timeframes are not delivery guarantees and not contractual deadlines.

Failure to ship within an expected timeframe:

• Does not cancel the order automatically, but entitles the buyer to cancel it for a full refund
• May result in internal flags, reminders, or admin review
• Is handled manually at admin discretion

5. Buyer expectations

Buyers acknowledge that:

• Delivery timelines depend on sellers, logistics providers, and external factors
• Delays may occur due to customs, courier issues, or force majeure events
• eBuy.store does not guarantee item receipt, condition, or timing

Buyers must rely on Platform processes rather than assumptions of service guarantees.

6. Expert reviews and verification timelines

• Expert reviews are performed manually and subject to availability and complexity.
• No review, verification, or opinion is guaranteed within a specific timeframe.
• Delays in expert review do not constitute service failure.

Expert opinions remain advisory and non-binding regardless of timing.

7. Disputes, refunds, and returns timelines

• Disputes and refund requests are reviewed by a person.
• Claims are decided within 15 days of receiving all the evidence asked for.
• When a refund is due is set out in the Dispute, Returns & Refund Policy.

8. Payouts and financial processing

• Seller and expert payouts are subject to internal checks and controls.
• Payout timelines, where shown, are indicative only.
• eBuy.store does not guarantee payout dates or processing speeds.

Payouts may be delayed, held, or adjusted in accordance with platform policies.

9. Third-party dependencies

eBuy.store relies on third-party services including but not limited to:

• Payment gateways
• Logistics providers
• Communication services

Delays or failures caused by third parties are outside eBuy.store's control and do not create liability.

10. No liability for delays

To the fullest extent permitted by law:

• eBuy.store is not liable for delays, interruptions, or failures in service
• Users waive claims based on perceived service expectations
• Platform availability may vary without notice

11. Admin discretion

All matters involving delays, timelines, or expectations are subject to:

• Manual review
• Platform policies
• Final admin authority

Admin decisions override any perceived or displayed timeline.

12. Changes to this policy

This policy may be updated to reflect:

• Platform changes
• Legal or regulatory requirements

Revised versions become effective upon publication.