ReusoCancellations and refunds
Last updated 14 November 2026
When you buy on Reuso, you pay in the app and Stripe holds the money. The seller is paid only when you confirm you have the item. This page explains what happens if a sale is cancelled or something goes wrong. Amounts include GST.
Buyer protection fee
Buyers pay a protection fee of 5% of the item price plus $0.50, up to $30. It covers secure payment, holding the money until handover, and our support if something goes wrong. Sellers pay no fee to sell.
If the buyer cancels
| When | Refund to the buyer |
|---|---|
| Within 10 minutes of paying, before the seller confirms | Everything |
| Pickup, more than 24 hours before the agreed pickup time | Everything except $0.50 |
| Pickup, within 24 hours of pickup (once the address is shown) or at the meet-up | The item price, less 10% of it (up to $20), which goes to the seller for their time. The protection fee is not refunded. |
| Not turning up to an agreed pickup | As above, and the buyer's trust score drops |
| Posted item, before a postage label is bought | Everything except $0.50 |
| Posted item, after a postage label is bought | Everything except $0.50 and the postage |
Repeated cancellations and no-shows lower a buyer's trust score and may limit buying.
If the seller cancels
The buyer always gets a full refund, including the protection fee and postage. Sellers who cancel lose trust score points. Repeated cancellations can remove a seller's trusted badge or pause their listings. If a postage label was already bought, its cost is taken from the seller's next payout. There is no penalty when the seller cancels for a good reason we can confirm, for example the buyer asked to pay outside the app.
If the item isn't as described
- Pickup: check the item before you scan the seller's QR code. If it has a problem the seller didn't declare, choose "There's a quality problem" instead of confirming. The sale is cancelled and, once we confirm the problem, you get a full refund.
- Posted items: report the problem in the app within 3 days of delivery, before confirming. Keep the item and packaging; we may ask for photos or for the item to be returned.
- Flaws the seller listed before you bought are not grounds for a refund.
After you confirm
Confirming (scanning the seller's QR code, or confirming delivery) releases the payment to the seller. After that, refunds are a matter between buyer and seller, but contact us and we'll help. If a posted item is delivered and the buyer doesn't confirm or report a problem within 3 days, the payment may be released to the seller.
How refunds are paid
Refunds go back to the card or wallet you paid with, through Stripe. They usually appear within 3–10 business days, depending on your bank.
Your rights under Australian law
Nothing on this page limits rights you have under the Australian Consumer Law that can't be excluded.
Contact
For help with an order, email [email protected] with your order number (shown at the top of the order in the app).