Buyer Protection

1. Our Promise

ThorAI Buyer Protection means three things:

• We vouch for every verified vendor. Before any vendor can sell on ThorAI, we verify their identity, check their business registration, and conduct background screening. We do not allow anonymous or unverified sellers.
• We provide full claims support. If you have a problem with an order — item not received, item not as described, or a suspected fraud: you can submit a claim directly to ThorAI. We investigate every claim and advocate on your behalf.
• We pursue remedies. Where a verified vendor is found to be at fault, we work to secure a refund, replacement, or compensation for you: and we take enforcement action against the vendor up to and including permanent removal from the platform.

2. What Is Covered

ThorAI Buyer Protection covers the following situations:

• Item not received: you paid for an order but it was never delivered and the vendor cannot provide proof of dispatch or delivery.
• Significantly not as described: the item you received is materially different from the product listing (wrong item, counterfeit, damaged on arrival, missing components).
• Unauthorised charge: a payment was processed against your card or mobile wallet without your authorisation.
• Vendor non-response: you raised a complaint directly with the vendor and received no response within 5 business days.
• Store fraud: you have reason to believe the store is operating fraudulently or misrepresenting itself.

3. How We Vouch for Vendors

Every vendor displaying the ThorAI Verified badge has passed our full verification programme. Our commitment to buyers rests on that verification:

• We have confirmed the vendor's legal identity against government-issued documents. You know who you are buying from.
• We have confirmed the business is registered and in good standing with the relevant national registry. The store is not operated by a ghost entity.
• We have conducted background screening: including sanctions checks and adverse media review: on every verified vendor before they went live.
• We continuously monitor all verified stores for transaction anomalies, complaint patterns, and compliance with our policies. Verification is not a one-time event.

If a vendor was verified at the time of your purchase and is subsequently found to have misrepresented their identity, ThorAI will treat that as a platform failure and pursue remedies on your behalf as a priority.

4. Submitting a Claim

You can submit a claim in two ways:

Through the vendor first (recommended)

Most issues are resolved quickly by contacting the vendor directly through your order page. Give the vendor 5 business days to respond and propose a resolution before escalating to ThorAI.

Escalate directly to ThorAI

If the vendor does not respond within 5 business days, or you are not satisfied with their response, email us at support@trythorai.com with:

• Your order number and the store name.
• A clear description of the issue.
• Supporting evidence: photos, screenshots, delivery tracking, or communication records with the vendor.
• The remedy you are seeking (refund, replacement, or other).

Claims must be submitted within 30 calendar days of the expected delivery date, or within 14 days of discovering the issue for “not as described” claims.

5. Claims Process

• Acknowledgement: we acknowledge every claim within 1 business day of receipt.
• Vendor notification: we notify the vendor of the claim and give them 3 business days to provide their account of events and any evidence.
• Investigation: our Trust & Safety team reviews all evidence from both parties. For complex cases, we may request additional documentation.
• Decision: we issue a decision within 10 business days of receiving the vendor's response, or within 10 business days of the vendor deadline if they do not respond.
• Enforcement: where the decision favours the buyer, we take immediate steps to enforce the remedy and apply sanctions against the vendor as warranted.

6. Outcomes & Remedies

Where a claim is upheld, ThorAI will pursue one or more of the following on your behalf:

• Full refund: we instruct the vendor to issue a full refund to your original payment method. If the vendor refuses, we may initiate a chargeback through our payment partner or facilitate a platform credit.
• Replacement: where a refund is not appropriate (e.g. missing component), we facilitate dispatch of the correct item at no additional cost to you.
• Partial refund: where the item was received but partially as described, a partial refund proportionate to the discrepancy may be offered.
• Vendor enforcement: regardless of the financial outcome, vendors found to have acted in bad faith receive a formal warning, temporary suspension, or permanent removal from the platform, depending on the severity of the breach.

7. Limitations

• Buyer Protection applies only to purchases made through ThorAI-powered storefronts. Transactions conducted off-platform (e.g. paying directly to a vendor's personal account after seeing their store) are not covered.
• Digital products (downloadable files, software licences, access codes) are covered for non-delivery but not for “change of mind” refunds once the item has been accessed or downloaded.
• Claims submitted more than 30 days after the expected delivery date may not be eligible unless exceptional circumstances apply.
• ThorAI does not guarantee a specific financial outcome in every case. Our role is to investigate fairly and enforce our vendor policies: we are not a financial guarantor.

8. Contact

Claims: support@trythorai.com
Trust & Safety: support@trythorai.com
General support: support@trythorai.com