Hivoox is a marketplace. This means that the products and services available on the platform are offered and delivered by independent sellers, not by Hivoox itself.

Before placing an order, it is important for buyers to clearly understand how the marketplace works, what their responsibilities are, and how to interact with sellers. This page is intended to help you make informed decisions and avoid misunderstandings.

Hivoox Is Not the Seller

On Hivoox, each product or service page clearly displays the seller’s information.
The seller is fully responsible for:

The accuracy of the product or service description
The delivery of the service or product
Compliance with applicable laws and regulations

Hivoox provides the platform, tools, and support framework, but does not sell products or services directly.

Before You Buy: What Buyers Should Always Check

Before completing a purchase, buyers are strongly encouraged to:

Carefully read the product or service description
Review the seller’s profile and available information
Ensure the product or service is legal and compliant in their country
Verify that the service meets their technical or operational requirements

If you have any doubts, you should contact the seller directly using the messaging tools available on the product page. Asking questions before purchasing helps avoid issues later.

If needed, you may also contact Hivoox via the contact form to request general clarifications before placing an order.

Communicating With the Seller

Each product page allows buyers to:

View seller details
Contact the seller directly
Ask questions before purchasing

Clear communication with the seller before and after purchase is the best way to ensure expectations are aligned.

After the Purchase: What to Do If There Is an Issue

If a product or service:

Is defective
Does not work as expected
Does not match the description

The buyer must open a support ticket through their Hivoox account.
This allows the seller to respond, provide assistance, or propose a solution directly.

At this stage, communication should happen between the buyer and the seller via the ticket system.

When to Contact Hivoox Directly

Buyers should contact Hivoox only if:

A conflict cannot be resolved with the seller
The seller does not respond or refuses to cooperate
A serious issue remains unresolved after proper communication

Hivoox acts as a neutral intermediary in such cases, based on the information and evidence available.

Understanding Order Statuses

Order statuses on Hivoox are important and should be clearly understood:

Processing
This means the order has not yet been delivered.
The seller has not been paid.

Completed
This means the seller has provided proof of delivery and has been paid.

Proof may include:

A delivery link
A note in the order
A delivery document
A tracking number

Sellers can only withdraw funds 24 hours after delivery, giving buyers time to report issues or request cancellation if something is wrong.

Why Refund Requests May Be Rejected

Once an order is marked as Completed and the seller has been paid, refunds are no longer automatic.

This is why it is essential to:

Review delivered services promptly
Open a support ticket immediately if there is an issue
Communicate clearly before the delivery is validated

Refund requests made after delivery and seller payment may create delays and inconvenience for all parties.

Our Goal

Hivoox aims to:

Protect buyers and sellers
Encourage transparent communication
Ensure fair and efficient transactions

By understanding how the marketplace works and following the correct steps, buyers can avoid unnecessary disputes and enjoy a smoother experience.

In Summary

Hivoox is a marketplace, not the seller
Buyers should always review seller information and product details
Questions should be asked before purchase when possible
Issues must be reported via support tickets
Hivoox intervenes only when seller-level resolution fails

This page exists to help you buy with confidence and clarity on the Hivoox marketplace.