Refund & Dispute Policy (paid listings)
prokodo Marketplace
1. Principle (B2B, digital content)
1.1 This policy applies to paid listings. It does not apply to free (OSS) listings, as no paid transaction takes place.
1.2 Paid listings are currently offered exclusively under the B2B model. In a B2B context, refunds/exchanges for digital content are generally excluded unless mandatory law applies or the listing/checkout explicitly provides otherwise.
1.3 This policy defines standard exception cases (policy refunds) as well as dispute and chargeback procedures.
2. Responsibility (hybrid: marketplace vs. sold by prokodo)
2.1 Third-party model (customer↔seller): refunds and product-related disputes are primarily handled between customer and seller. prokodo may provide a dispute flow and intervene for policy/security matters.
2.2 Direct sale (“Sold by prokodo”): prokodo decides on refunds/disputes under this policy, the AGB and the commitments stated in the listing.
3. Exception cases where a refund may be considered
A refund may be considered (subject to abuse checks and the specific circumstances) in particular in the following cases:
- Duplicate charge: the same order/license was charged twice.
- Non-delivery: persistent technical failure to deliver/activate despite reasonable customer cooperation.
- Security takedown without alternative: a purchased version is permanently blocked for security/compliance reasons and no reasonable replacement can be provided.
- Material misrepresentation: core product properties are objectively misdescribed and the seller/prokodo does not provide a reasonable remedy within a reasonable timeframe.
4. Replacement before refund (security takedown)
4.1 If a version is blocked/delisted (security takedown), a reasonable replacement typically takes precedence over a refund (e.g., the last available safe version).
4.2 A refund is typically considered only if no reasonable alternative can be provided and the conditions in section 3 are met.
5. Typical exclusion reasons
A refund is in particular excluded / typically not owed in the following cases:
- Lack of suitability for a specific purpose without an explicitly warranted feature.
- Incompatibility caused by customer environment changes or lack of cooperation (e.g., missing logs/info).
- Significant prior use, where relevant and reasonably considered case-by-case.
- Abusive behavior (e.g., repeated refund attempts, unjustified chargebacks).
6. Dispute procedure (best practice)
6.1 Disputes should be submitted via the platform flow (order ID, version, description, logs/screenshots where possible, desired outcome: fix/replacement/refund).
6.2 Sellers should respond within 2 business days (target). Security reports must be reviewed promptly; prokodo may act immediately in urgent cases.
6.3 prokodo may moderate policy/security cases and take measures under the AGB/Seller Terms/Verification Policy.
7. Chargebacks
7.1 In case of chargebacks, prokodo may temporarily restrict access and reasonably withhold seller payouts until clarification.
7.2 Abusive chargebacks may lead to permanent suspension.
8. Consumer notice
8.1 Paid transactions are currently limited to B2B. Should prokodo introduce paid B2C transactions in the future, consumer-specific cancellation and refund rules will be added prior to go-live.
