Refund & Payment Policy

Last updated: April 16, 2026

Backyard Market uses secure escrow payments powered by Stripe. Your payment is held safely until the transaction is complete — protecting both buyers and sellers. Each delivery method has its own dispute window. Once the dispute window closes, all sales are final and funds are released to the seller.

How payments work

💳Buyer pays

Payment is held securely in escrow by Stripe. Neither the seller nor Backyard Market receives the funds yet.

🌱Seller fulfills the order

Seller prepares the item and marks it as ready or delivered, depending on the delivery method.

🤝Buyer receives the order

Buyer picks up, receives delivery, or receives shipment.

⏰Dispute window opens

The dispute window begins. Buyer may report issues during this period only.

🔒Dispute window closes

Once the dispute window closes, the transaction is final. Seller may withdraw funds. Platform will not process further refund requests.

Dispute windows by delivery method

Each delivery method has a different dispute window. The window starts at different trigger points depending on how the order was fulfilled.

🏡

Self Pickup

Most common

Seller marks "Ready for Pickup"

Buyer is notified that the order is ready to collect.

Buyer taps "Confirm Pickup" after collecting

This is when the dispute window begins.

⏰Dispute window: 48 hours from Confirm Pickup

After 48 hours, the transaction is final and the seller may withdraw funds.

Auto-confirmation: If the buyer does not confirm pickup or file a dispute within 7 days of the seller marking "Ready for Pickup," the order is automatically confirmed. The 48-hour dispute window begins at that point.

🚗

Local Delivery

Seller taps "Mark as Delivered" and uploads a delivery photo

A delivery photo is required as proof of delivery. Buyer is notified.

Buyer taps "Confirm Received" after checking the order

This is when the dispute window begins.

⏰Dispute window: 48 hours from Confirm Received

After 48 hours, the transaction is final and the seller may withdraw funds.

Auto-confirmation: If the buyer does not confirm or file a dispute within 48 hours of the seller marking "Delivered," the order is automatically confirmed and the dispute window closes immediately.

📦

Shipping

Seller taps "Mark as Shipped" and enters a tracking number

A valid tracking number is required. Buyer can track the shipment.

Carrier tracking shows "Delivered"

This is when the dispute window begins — not when the buyer taps confirm.

⏰Dispute window: 72 hours from carrier "Delivered" status

After 72 hours, the transaction is final and the seller may withdraw funds.

Package lost or damaged in transit: Once carrier tracking shows "Delivered," delivery responsibility transfers to the carrier. Buyers should file a claim directly with the carrier. Backyard Market and the seller are not responsible for packages lost or damaged after the carrier marks them as delivered.

What can be disputed

Disputes must be filed within the dispute window. Once the window closes, no refund requests will be processed regardless of reason.

Accepted dispute reasons

✓Item significantly different from listing photos or description

✓Wrong item received

✓Quantity more than 20% short of what was listed

✓Seller did not show up for pickup (no-show)

✓Item was visibly spoiled or unsafe at time of receipt

Not accepted as dispute reasons

✕Personal preference or change of mind

✕Taste or flavor does not meet expectations

✕Minor natural variations in size, color, or appearance

✕Buyer ordered the wrong item

✕Buyer no longer needs the item

After the dispute window closes

Once the dispute window closes, Backyard Market will not process any refund requests regardless of reason. The transaction is considered complete and final.

💳

Credit card chargeback

If you believe fraud occurred after the dispute window, you may contact your credit card company directly to file a chargeback. Backyard Market will provide all transaction records to support the dispute resolution process.

📋

Seller withdrawal

Once the dispute window closes, funds are unlocked and the seller may request a withdrawal. Funds typically arrive in the seller's bank account within 3-5 business days via Stripe.

How to file a dispute

Contact the seller first

Message the seller directly through the platform. Many issues can be resolved quickly without platform involvement.

File a dispute within the window

If unresolved, tap 'Report an Issue' on the order page within your dispute window. Provide photos and a clear description of the problem.

Platform review

Backyard Market will review the dispute, compare the order against the listing, and make a final decision within 3 business days. Funds remain frozen during this period.

Resolution

If the dispute is upheld, a full or partial refund will be issued to the buyer and the seller's account will be adjusted accordingly. If the dispute is rejected, funds are released to the seller.

Seller withdrawal timeline

Funds are locked during the dispute window and cannot be withdrawn until the window closes.

Self Pickup

Withdrawal unlocked: 48 hours after buyer confirms pickup

Or 7 days after Ready for Pickup if buyer does not confirm

Local Delivery

Withdrawal unlocked: 48 hours after buyer confirms received

Or 48 hours after Mark as Delivered if buyer does not confirm

Shipping

Withdrawal unlocked: 72 hours after carrier shows Delivered

Regardless of whether buyer taps confirm

After withdrawal is unlocked, funds typically arrive in your bank account within 3-5 business days via Stripe. Processing times may vary depending on your bank.

Listing refund policies

Each seller chooses one of the following policies per listing. Buyers can see the policy before purchasing.

✅StandardRecommended

A refund may be issued if the buyer files a valid dispute within the dispute window — for example, if the item is significantly different from the listing, or the quantity is substantially short. Disputes based on personal preference or change of mind are not accepted.

🔒Final Sale

No refunds under any circumstances once the order is confirmed. Suitable for seeds, soil, tools, and other non-perishable items. Buyers are clearly shown this policy before completing their purchase.

Platform fee

Backyard Market charges a 5% platform fee on each completed transaction, deducted from the seller's payment. In cases where a full refund is issued to the buyer due to a valid dispute, the platform fee will also be refunded. In cases where a dispute is filed but rejected, the platform fee is retained.

Important notes

⚠️All transactions must be processed through Backyard Market. Off-platform payments are not protected by this policy.

⚠️Backyard Market is not responsible for the taste, quality, or nutritional value of food products. Disputes are evaluated based on whether items match their listing description and photos.

⚠️Once the dispute window closes, Backyard Market will not intervene in any transaction regardless of reason. Buyers may contact their credit card company directly.

⚠️Sellers agree that Backyard Market may reverse funds from their account in the event of a valid dispute during the dispute window, or in the event of a credit card chargeback.

⚠️Repeated abuse of the dispute system by buyers or sellers may result in account suspension.

⚠️Refunds are returned to the original payment method and may take 5-10 business days to appear depending on your bank.