Mantis Checkout is in private beta and under construction. Not all features described are active yet, and some information may not yet be accurate. This is for testing only — live payments aren't switched on.
Mantis Checkout

Refund and Dispute Policy

Effective from: [DATE]

1. Who is responsible for what

When you pay at a Mantis Checkout stall, you are buying from the Seller, not from Mantis Checkout. The Seller is responsible for the goods or services, and the first point of contact for any problem with your purchase.

Mantis Checkout is the platform that records the transaction and (for card payments) processes it through Stripe. We do not handle the goods, ship them, or guarantee them. We can sometimes help by facilitating communication if you are unable to reach the Seller, but we are not party to the underlying sale.

2. Customer recourse — what to do if something goes wrong

2.1 Step 1: Contact the Seller

If you have a problem — wrong item, item missing, faulty goods, incorrect price — contact the Seller first. The Seller's contact information appears on the stall page and on your receipt. Most issues are resolved quickly between Customer and Seller.

2.2 Step 2: Request a refund from the Seller

Refunds are issued by the Seller. The Seller can issue a refund through their Mantis Checkout dashboard for card transactions; for cash and PayID transactions, the Seller can return the funds to you directly. Sellers are encouraged to handle refund requests promptly and in accordance with the Australian Consumer Law.

2.3 Step 3: Contact Mantis Checkout (if needed)

If you cannot reach the Seller, or if you believe the Seller has not handled your refund request reasonably, you may contact us at [SUPPORT@COMPANY.COM]. We will:

We are not a refund-issuing entity. We do not, in the ordinary course, issue refunds out of our own funds for purchases made between you and a Seller.

2.4 Step 4: Card chargeback

If you paid by card and remain unable to resolve the issue, you may have the right to dispute the charge with your card issuer (a chargeback). The card scheme rules and Stripe's processes will apply. Chargebacks should be a last resort after attempting to resolve directly with the Seller.

2.5 Step 5: External dispute resolution

You may also have access to:

3. Seller obligations on refunds

Sellers must comply with the Australian Consumer Law, which guarantees that goods will be of acceptable quality, match their description, and be fit for purpose. These guarantees cannot be excluded by contract.

Where a guarantee fails, the Seller must provide an appropriate remedy (repair, replacement, refund, or compensation), depending on the nature of the failure.

Sellers should clearly communicate their refund policy on their stall. If a Seller's policy is more generous than the ACL minimum, they must honour the more generous terms.

4. Cash and PayID refunds

Because Mantis Checkout does not handle cash or PayID funds, refunds for these payment types are arranged directly between the Customer and the Seller. The Seller may give cash back, issue a PayID transfer, or otherwise return the funds. The transaction record in Mantis Checkout can be updated to reflect a refund.

5. Card refunds

Card refunds are processed through Stripe. The Seller initiates the refund from the Mantis Checkout dashboard; Stripe processes the refund back to the original card. Refunds typically appear on the Customer's card within 5–10 business days, depending on the issuing bank.

Where a refund is issued, the platform fee and Stripe processing fee may be refunded to the Seller as well, in accordance with Stripe's refund rules.

6. Chargebacks (card disputes)

A chargeback occurs when a Customer disputes a card transaction with their bank. Stripe handles chargebacks in accordance with the card scheme rules. The Seller will be notified through Stripe and Mantis Checkout and may be required to provide evidence (proof of delivery, communications with the Customer, etc.). If the chargeback is upheld, the disputed amount is debited from the Seller's Stripe account; if it is reversed, the funds remain with the Seller.

A chargeback fee may apply, in accordance with the Stripe Connected Account Agreement.

7. Fraudulent transactions

If you (as a Customer) believe a transaction has been made on your card without your authority, contact your card issuer immediately. They can initiate a chargeback. You may also report the matter to us at [SUPPORT@COMPANY.COM] so we can flag the relevant stall for investigation.

If you (as a Seller) suspect a transaction is fraudulent, do not provide the goods or services until you have verified the buyer. Mantis Checkout and Stripe have fraud-detection tools but they are not perfect.

8. Contact

For any refund or dispute matter not resolved with the Seller, contact us: