Refunds & UltraProtect
Last updated · June 17, 2026
UltraProtect is the escrow layer behind every UltraOver sale. Money sits with us until the buyer confirms the item is exactly as listed. Here's what's covered and how to raise a dispute.
How escrow works
- Buyer pays — funds are held by UltraProtect, not sent to the seller.
- Both parties confirm a campus meetup (time + verified location).
- Buyer inspects the item in person.
- Buyer taps Confirm receipt in the app → seller payout starts within 2 hours.
- If the buyer doesn't act, funds auto-release after 24 hours.
- If the buyer raises a dispute within 24 hours, funds stay frozen until trust & safety reviews.
Coverage table
| Scenario | Covered | What happens |
|---|---|---|
| Item never handed over at meetup | Yes | Full refund within 24 hours. Seller payout cancelled. |
| Item differs materially from listing (wrong model, broken, fake) | Yes | Full refund after evidence review (photos + chat). Decision within 48 hours. |
| Stolen or counterfeit goods discovered post-purchase | Yes | Full refund + seller permanently banned. |
| Item dead-on-arrival electronics within 24 hours | Yes | Full refund. Buyer ships item back to seller at platform cost. |
| Seller no-show at scheduled meetup | Yes | Full refund auto-released after 6 hours. |
| Buyer changed their mind after confirming receipt | No | Not eligible. Confirmation is final. |
| Cosmetic wear consistent with the listed condition | No | Not eligible. Condition was disclosed. |
| Damage caused after buyer accepted the item | No | Not eligible. |
| Off-platform payments (UPI direct, cash outside meetup) | No | Never eligible. UltraProtect only applies to in-app escrow. |
| Lost shipment (UltraOver is meetup-only) | No | Not applicable — we don't support shipping. |
Raising a dispute
Open the order in My Stuff, tap Raise dispute, and upload clear photos plus a short description. You must raise the dispute within 24 hours of the meetup. Our trust & safety team reviews evidence and chat history and decides within 48 hours. Refunds land on the original payment method within 5–7 working days after a decision.
Cancellations before meetup
Either party can cancel before the scheduled meetup with no penalty for the first cancellation. Buyers get a full refund immediately. Repeated last-minute cancellations may temporarily restrict your account.
What voids UltraProtect
Any payment made outside the app — UPI direct, cash before confirmation, or splitting the transaction across platforms — voids all UltraProtect coverage. We can't refund money we never held.
Contact
Dispute help: disputes@ultraover.com · General: hello@ultraover.com