Trust & Safety Policy

How Lebsloop handles disputes, evidence, and harm

This policy covers how a dispute moves through Lebsloop, what counts as evidence, how reviews are moderated, and what to do if you are harassed or threatened on the platform. It is the backbone reference for the [Buyer Agreement](buyer-agreement) and the [Seller Agreement](seller-agreement).

1. The dispute timeline

Disputes between a buyer and a seller follow a fixed timeline:

Eligibility — 24 hours: A dispute about a purchase — an item that is Significantly Not As Described (SNAD), with undisclosed damage, the wrong item, or missing components — must be raised within 24 hours of delivery. Outside that window the dispute is not eligible for Lebsloop intervention.
Self-resolve — 7 days: From the moment a dispute is opened, both sides have 7 days to resolve it via in-app messaging. Most disputes settle here.
Escalation to Lebsloop — from day 7: From day 7, either party can escalate to Lebsloop support if the dispute is unresolved. Support responds within 48 hours.
Other-party response — 48 hours: Once escalated, the other party has 48 hours to submit their response and any additional evidence; if there is still no resolution after a further 48 hours, Lebsloop issues a final decision on the available record.

2. Evidence — the buyer's claim photos

Photos are the foundation of every dispute. The buyer must attach photos of the item as received when filing a claim within 24 hours of delivery — the courier transports the item only and does not inspect it. Those claim photos, together with the listing photos, are the evidence record for the dispute.

No photo proof = no platform intervention. If a SNAD claim is raised without photos of the item as received, Lebsloop cannot mediate. This is a deliberate hard rule to keep disputes objective.

3. Significantly Not As Described (SNAD)

A resale item is Significantly Not As Described when it materially differs from what the listing showed and stated. SNAD covers undisclosed damage or stains, the wrong colour, style, or size, missing components, and missing or wrong authenticity materials. An item that is not genuine is also SNAD.

Normal signs of pre-loved wear that were disclosed or clearly visible in the listing photos are not SNAD. When a SNAD claim is approved, the buyer is refunded in full — sale price plus the Buyer-Protection fee — and the item is returned to the seller at the seller's cost, including the delivery leg. The buyer-side and seller-side detail lives in the Buyer Agreement and the Seller Agreement.

Counterfeit and intellectual-property reports follow the notice-and-takedown procedure in the Prohibited Items Policy.

4. Reviews moderation

Both sides can leave one review per completed sale. Reviews go through automated PII filtering at submission — any review containing a phone number, email address, full name, or off-platform contact handle is held for moderation before publishing. The author can edit within 24 hours of posting; after that the review is locked.

Reviews can be removed if they contain personal information about the other party, harassment, hate speech, or content unrelated to the sale. The seller has one public reply per review.

5. Harassment and blocking

You can block another user from Settings → Blocked users. A block prevents the other party from sending you messages, buying your listings, or seeing your future listings on the public feed. Blocks are silent — the blocked user is not notified.

Threats, hate speech, sexual harassment, or any form of intimidation are grounds for immediate account suspension. Report any of the above to safety@lebsloop.com — please include screenshots and the other party's profile slug or order ID.

6. Off-platform contact

Sharing your phone number, email, address, or any off-platform handle in messages is automatically detected and warned against. We strongly discourage moving conversations off-platform — if a dispute arises we cannot help if the evidence is in WhatsApp. Repeat off-platform routing of orders is a soft policy violation and can trigger suspension.

7. Safety in person

The courier handles every handover, so you do not need to meet the other party in person. If any in-person situation feels unsafe, leave and contact us afterwards — your safety is more important than completing the handover. For immediate emergencies, call the UAE police on 999 first, then notify safety@lebsloop.com.

8. Children

Lebsloop is not for users under 18. If you become aware of a child using the service, contact safety@lebsloop.com immediately. We respond same-day to suspected child-account reports.