Buyer protection & refunds

When you pay, CampusStay holds the money. The seller is only paid after you have received your item.

For in-person handovers you get a handover code. Check the item first. Once you give the code, the sale is final and the seller is paid. You cannot open a dispute after that.

If the seller says they have delivered or sent your item and you do nothing, you have 48 hours to confirm or report a problem. After that the seller is paid automatically.

Sellers have a set time to accept your order and to hand it over or send it. The times are shown on your order. If the seller misses a deadline, your order is cancelled and you are refunded automatically. If you do not pay within 30 minutes of starting an order, it is cancelled and the item goes back on sale.

You can cancel for a full refund before the seller accepts. After they accept, the only way out is to report a problem (a dispute). If you cancel because you changed your mind, you get the price back minus the payment fee (about 1.95%). We show you the exact amount before you confirm.

If the seller cancels or misses a deadline, you get a full refund of what you paid. If you used a welcome discount, you get back the amount you actually paid.

If the item is not as described, or something goes wrong before you give the code, report a problem on the order. The money stays held while a CampusStay admin looks at the evidence and decides. Both sides are told the decision, and the person it went against can appeal.

For items sent by courier, the seller must upload proof of sending. You pay the courier directly when you collect it; CampusStay only charges the item price. Give the handover code only after the parcel has arrived and you have checked it.

Refunds go back to the way you paid, automatically. If that cannot be done automatically, a CampusStay admin will send it to you by hand and you will be notified when it is sent.

For services and rentals you pay CampusStay only a small fee to unlock the provider's or host's contact details and chat for 7 days. You pay the provider or host directly. If they do not reply in the app within 48 hours, you can request a refund of the unlock fee.