Get the EbikeMate appAdd it to your home screen — one tap to your Passport. Free, no app store.Tap Share, then “Add to Home Screen” — one tap to your Passport. Free, no app store.
HowDisputes and refunds on Buy now
If an item you paid for with Buy now isn’t what the ad said, report it in your order before you give the seller your code or release the payment. Stripe keeps holding the payment, and a person at EbikeMate reviews it — we aim to decide within 7 days.
What counts as “not as described”
- A different make, model or year from the ad, or a serial number that doesn’t match — or is reported stolen.
- Damage or a fault the ad didn’t mention or show: a cracked frame, a motor, display or battery that doesn’t work, battery health well below what the ad said, or listed parts missing.
- Posted items that don’t arrive, or arrive damaged.
It doesn’t cover a change of mind, wear the ad described or showed, or a size or fit the ad got right. An item listed “Off-road / private property only” isn’t faulty because it isn’t road legal.
How to report a problem
- Don’t give the seller your handover code, and don’t release a posted item’s payment.
- Open your order and use Problem with this order? Say what’s wrong.
- Send us evidence (below). Keep talking to the seller through EbikeMate messages, so both sides’ messages are on record.
If nobody confirms the handover within 14 days of payment, the buyer can cancel for a full refund, including the buyer protection fee.
Evidence we ask for
- Buyers: photos or a short video of the problem, a photo of the serial number, and for posted items the packaging and tracking.
- Sellers: the ad’s photos, photos taken before handover or posting, proof of postage, and anything agreed in messages.
- We also look at the order’s own records: when it was paid, when the handover code was entered, messages, and any Bike Passport transfer.
What we decide
- Pay the seller, if the item is as described.
- Refund the buyer in full, including the fee, if it isn’t. If the item needs to go back, we agree how with both of you first.
- Or a part refund, if both of you agree to one.
Our decision is about the payment Stripe is holding. It doesn’t take away anyone’s rights under the Australian Consumer Law, or a buyer’s right to ask their card issuer for help.
Chargebacks
A buyer can ask their bank to reverse a card payment. When that happens, Stripe takes the money from EbikeMate while the bank decides. We hold the seller’s payout — or reverse it if the seller has already been paid — and send the bank the order’s records. If the bank decides for the seller, we pay them. If it decides for the buyer, the seller must repay any amount we couldn’t recover from the payout.
New sellers
Until a seller has completed one Buy now sale, Buy now is offered only on their items up to $3,000, and that first sale is paid 48 hours after the handover. This keeps everyone safe while a seller is new.
Questions
How long does a decision take?
We aim to decide within 7 days of having both sides’ evidence. Stripe keeps holding the payment until then.
Can I get a refund after I gave the seller my code?
The handover code is your confirmation that you have the item and it’s as described, so after that the sale is final with EbikeMate. The exception is a seller’s first Buy now sale: you can still report a problem in your order during the 48 hours before they’re paid. Your rights under the Australian Consumer Law against a business seller still apply.
What happens if I ask my bank for a chargeback?
Your bank decides, using records from both sides. Please raise the problem in your order first — it’s usually faster. A chargeback for an item you received as described can lose you access to Buy now.
I’m the seller. Will I lose money in a chargeback?
If the buyer’s bank opens a dispute, we hold your payout or reverse it while it’s decided, and we send the bank the order’s records. If the bank decides for you, we pay you. If it decides for the buyer, you must repay any amount we couldn’t recover from your payout.