Terms of Service

Who we are

QuelPosto is operated by Tsoukalas Group (“we”, “us”). These Terms of Service govern your use of the QuelPosto marketplace. For any legal or account query you can contact us at support@quelposto.com.

Acceptance of terms

By accessing or using QuelPosto, you agree to be bound by these Terms of Service and our Privacy Policy. If you do not agree, please do not use the platform. We may update these terms from time to time, and continued use means you accept the changes.

How QuelPosto works

QuelPosto is an online marketplace that lets individuals and businesses list items for sale and lets other users buy them. The contract of sale for any item is formed directly between the buyer and the seller — QuelPosto is not the buyer, the seller, or a party to that contract. We provide the platform, the payment and escrow infrastructure (through Stripe), buyer protection and dispute mediation, but we do not own, inspect, store or take title to the items listed. Sellers are solely responsible for their items, and buyers are responsible for reviewing a listing before purchasing.

Your account

You must be at least 18 years old to create an account. You are responsible for keeping your login details secure and for all activity that takes place under your account. Please provide accurate information and keep it up to date. To receive payouts, or to sell as a business, we (through Stripe) may require additional identity or business-verification details in order to meet anti-fraud and anti-money-laundering obligations.

Listings & content

Sellers are responsible for ensuring their listings are accurate, lawful and not misleading. You retain ownership of the content you post, but grant us a worldwide, non-exclusive, royalty-free licence to host, display, resize and promote it on and off the platform for the purpose of operating and marketing the marketplace. We may remove any content that breaches these terms.

Payments, currency & card data

All payments are processed by Stripe, our regulated payment provider. QuelPosto never receives or stores your full card number — card details are entered into Stripe's PCI-DSS-compliant systems and we only ever hold a secure token that lets Stripe charge or refund you. Sellers set prices in their own currency, and prices are converted for display where needed. You are responsible for any taxes, VAT or customs duties that apply to your order, including on cross-border purchases.

The Buyer Protection Fee

On every purchase the buyer pays a Buyer Protection Fee, calculated as a percentage of the item price plus a small fixed amount, and always shown in full before you confirm payment. The standard fee is 10% of the item price plus a fixed £0.50; members on a Pro or Business plan pay a reduced 5% plus the same £0.50. The fee funds dispute mediation and eligible refunds where an item never arrives or does not match its description. The percentage portion may be refunded as part of an eligible refund, but the fixed £0.50 component is non-refundable in all circumstances — including full refunds, cancellations and returns — as it covers the cost of operating buyer protection and is taken at the time of purchase.

Escrow & seller payouts (Stripe)

QuelPosto never holds your money. When a buyer pays, the funds are captured by Stripe and held securely in escrow — they are not released to the seller at the point of sale. Once the order completes (the buyer confirms receipt, or the confirmation window passes without an issue), Stripe releases the seller's share to their connected account as a split payout: the seller receives the item price and any shipping they charged, QuelPosto retains its platform fee, and the fixed protection component is retained as described above. Funds are never released while an issue, dispute or cancellation is open. Payouts require the seller to have completed Stripe onboarding for their country.

Memberships (Pro & Business)

QuelPosto offers optional paid memberships (Pro and Business) billed on a recurring basis through Stripe. Memberships unlock benefits such as a reduced Buyer Protection Fee, promotional allowances and, for Business members, verified-business status and statutory business returns. You can cancel at any time from your settings; cancellation takes effect at the end of the current billing period and is not pro-rated. Only one membership plan can be active at a time.

Shipping & delivery

Sellers set their own couriers and shipping prices; the buyer chooses a courier at checkout. Local pickup is not supported. The seller must dispatch within their stated handling time and provide a tracking number together with proof of postage (a photo of the label, the packaged item and the postage receipt). The tracking is shown to the buyer. If the seller ships with a courier other than the one the buyer paid for, the seller must record the courier actually used and provide valid tracking for it.

Delivery & confirmation window

The buyer or the seller marks the item as delivered when it arrives (‘It arrived’). Delivery starts the confirmation window, which depends on the seller: 2 days for private sellers, and for verified business sellers the statutory period of their country (14 days in the UK/EU, 30 days in the US, Canada, Australia and New Zealand). The buyer cannot open a case before the item is delivered — please allow time for transit, as international parcels can take up to a month to arrive. Within the window the buyer confirms receipt (‘I have received the order’) or reports an issue. If the buyer does nothing within the window, QuelPosto reviews the order and confirms it on the buyer's behalf, releasing the seller's funds.

Order cancellation

An order can be cancelled before the seller dispatches it — for example if the seller can no longer fulfil it or both parties agree not to proceed. On cancellation the held funds are released back to the buyer through Stripe (less the non-refundable fixed protection component described above) and the item is automatically relisted at no extra cost to the seller. Once an item has been dispatched it can no longer be cancelled; the buyer should instead use the returns and disputes process below after delivery.

Returns, refunds & disputes

Once an item is delivered the buyer can report an issue within the window and choose a reason. While an issue is open the seller's funds stay in escrow. The seller then chooses how to resolve it — full refund, partial refund, or return for refund — and, for returns, who pays the return postage. Where a return is required, the buyer must ship the item back with a tracking number and proof of postage before any refund is completed. Refunds are returned to the buyer's original payment method through Stripe, less the non-refundable £0.50 protection fee. If buyer and seller cannot agree, either party can escalate to QuelPosto, whose decision on the release or refund of the escrowed funds is final.

Auctions

Placing a bid is a binding agreement to buy the item if you win. By placing a bid you authorise QuelPosto to charge 30% of the winning bid (20% retained by QuelPosto, 10% paid to the seller as compensation) if payment is not completed within 3 days of the auction ending. Unpaid auction items are automatically relisted at no extra cost, and repeated non-payment may lead to account suspension.

Prohibited items

The following may not be listed or sold on QuelPosto. This list reflects the rules of our payment provider and applicable law; it is representative, not exhaustive. When you create a listing you confirm your item is not prohibited. We reserve the right to remove listings and suspend accounts that breach these rules.

• Weapons of any kind — firearms, ammunition, explosives, knives (other than kitchen or cutlery knives sold new), swords, stun guns, tasers, and pepper or self-defence sprays
• Illegal drugs and controlled substances, and any equipment or paraphernalia for making or using them
• Cannabis, and CBD products containing THC, and equipment marketed for growing cannabis
• Tobacco, cigarettes, cigars, e-cigarettes, vapes, e-liquids and nicotine products
• Alcohol
• Adult or sexually explicit content, and sex toys or fetish accessories
• Gift cards, vouchers, prepaid or stored-value cards, in-game currency and other stored-value items
• Counterfeit, replica or knock-off goods, and anything that infringes a brand, trademark or copyright
• Stolen goods or items obtained illegally
• Prescription medicines, prescription-only medical devices, and supplements that make unsafe or misleading health claims
• Live animals
• Hazardous, toxic, flammable or radioactive materials, pesticides, and recalled or unsafe products
• Precious metals, gemstones, bullion and other high-value goods that require prior approval (not currently supported)

Intellectual property

The QuelPosto name, logo, design and software are owned by us and protected by intellectual-property law; you may not copy, resell or reverse-engineer any part of the platform. Content posted by users remains theirs, subject to the licence granted in ‘Listings & content’ above.

Limitation of liability

QuelPosto is a marketplace that connects buyers and sellers; we are not a party to the transactions between them and give no warranty as to the items listed. The platform is provided ‘as is’. To the fullest extent permitted by law, we are not liable for indirect, incidental or consequential losses, and our total liability to you for any claim is limited to the fees we earned on the transaction giving rise to that claim. Nothing in these terms limits liability that cannot be excluded by law, including your statutory consumer rights.

Termination

You may close your account at any time from your settings. We may suspend or terminate access if you breach these terms, create risk for the community, or where required by law. Amounts already held in escrow at termination are settled according to the order lifecycle and dispute rules above. Some provisions, such as those relating to liability, survive termination.

Governing law

These Terms of Service are governed by the laws of England and Wales, and the courts of England and Wales have non-exclusive jurisdiction, without prejudice to any mandatory consumer-protection rights you have in your country of residence.

Contact us

If you have any questions about these Terms of Service, please email us at support@quelposto.com and we’ll be glad to help.