Refund & Cancellation Policy

1. Overview

SPOTDQ facilitates queue position exchanges between Buyers and Sellers. Due to the time-sensitive nature of queue transactions, our cancellation and refund policies are designed to:

• Protect Buyers from Seller no-shows or fraudulent listings
• Protect Sellers from Buyer no-shows after they have held a position
• Encourage commitment from both parties to complete transactions
• Maintain a fair and trustworthy marketplace

2. Buyer Cancellation Policy

2.1 Grace Period Cancellations

Buyers may cancel within a grace period after purchasing a queue spot. During this period, minimal or no cancellation fees apply:

2.2 Early Cancellations

Cancellations made after the grace period but before 50% of the estimated wait time has elapsed:

2.3 Late Cancellations

Cancellations made after 50% of the estimated wait time has elapsed:

2.4 Buyer No-Show

If a Buyer fails to arrive at the queue location within the transaction window (and the transaction expires), a no-show fee may be charged. The Seller will receive compensation for holding the queue position.

3. Seller Cancellation Policy

3.1 Before Buyer Payment

Sellers may cancel a listing at any time before a Buyer has completed payment without penalty:

3.2 After Buyer Payment - Grace Period

If a Seller cancels shortly after a Buyer has paid:

3.3 After Buyer Payment - Standard

If a Seller cancels after the grace period has elapsed:

3.4 Seller No-Show or Abandonment

If a Seller abandons the queue position or fails to complete the exchange after a Buyer has paid, this is treated as a cancellation with additional penalties:

• Full penalty as per standard cancellation
• Full refund to Buyer including all fees
• Negative impact on Seller's reputation
• Potential account suspension for repeated incidents

4. Service Fee Policy

4.1 Buyer Service Fee

The Buyer Service Fee (booking fee) is charged when you purchase a queue spot:

• Generally non-refundable once payment is processed
• May be refunded in cases of Seller cancellation or no-show
• May be refunded if SPOTDQ cancels the transaction due to fraud or policy violations

4.2 Seller Service Fee

The Seller Service Fee is deducted from the Seller's earnings upon successful completion of a transaction. If a transaction is cancelled:

• No Seller fee is charged if cancelled before completion
• If Seller cancels after buyer payment, the Seller fee may be charged as part of the penalty

5. Refund Processing

5.1 Refund Method

Refunds are processed to the original payment method:

• Credit/Debit Cards: Refunds typically appear within 5-10 business days
• Bank Transfers: May take 3-5 business days to process
• Digital Wallets: Usually reflected within 1-3 business days

5.2 Refund Calculation

Your refund amount is calculated as follows:

5.3 Automatic vs Manual Refunds

Most refunds are processed automatically when a cancellation is initiated. In some cases, manual review may be required, which may extend processing time. We will notify you of the expected timeline.

6. Special Circumstances

6.1 Fraudulent Activity

If a transaction involves fraud or policy violations:

• The affected party will receive a full refund
• The violating party may face account suspension or termination
• No refund will be issued to parties engaged in fraud

6.2 Technical Issues

If a transaction fails due to technical issues on our platform:

• Full refund including all fees will be issued to the Buyer
• No penalties will apply to either party

6.3 Store/Venue Issues

If the store or venue closes, runs out of products, or otherwise makes the queue irrelevant before the transaction completes:

• Buyers may request a refund with documentation
• Refund decisions will be made on a case-by-case basis
• Sellers acting in good faith will not be penalized

7. Dispute Resolution

If you disagree with a refund decision or believe an error has occurred:

1. Contact our support team within 7 days of the transaction
2. Provide relevant documentation (screenshots, photos, communications)
3. Our team will review the dispute within 3-5 business days
4. A final decision will be communicated to all parties

SPOTDQ's decision on disputes is final. However, nothing in this policy limits your rights under Australian Consumer Law.

8. Fee Schedule Summary

The following table summarizes typical fees (actual fees may vary based on your location and transaction details):

* Minimum fee amounts may apply. Actual percentages depend on applicable policies.

9. Australian Consumer Law

This policy operates in addition to, and does not limit, your rights under the Australian Consumer Law. Where services are not provided as described, or are not fit for purpose, you may be entitled to remedies including refunds under consumer guarantee provisions. Nothing in this policy is intended to exclude, restrict, or modify any rights you have under the Australian Consumer Law.

10. Policy Updates

We may update this policy from time to time. Changes will be posted on this page with an updated "Last updated" date. For material changes affecting pending transactions, we will provide direct notice. Your continued use of the Services after changes become effective constitutes acceptance of the updated policy.

11. Contact Us

For refund inquiries or cancellation assistance, please contact us: