Purchase Protection Program

Overview

Steader’s Purchase Protection Program provides assurances for both buyers and sellers engaged in marketplace transactions processed through our payment system. This program is designed to create a safe, trustworthy environment for local food commerce by offering clear protections when transactions don’t go as expected.

Eligibility Requirements

To qualify for Purchase Protection, transactions must meet the following criteria:

Processed through Steader: Only transactions completed using Steader’s payment system are eligible. Off-platform payments or arrangements are not covered.
Timely reporting: Issues must be reported within 72 hours (3 days) of delivery or pickup.
Valid documentation: Reasonable evidence supporting the claim must be provided.
Good faith participation: All parties must engage cooperatively in the dispute resolution process.
Compliance with Terms: Transactions must comply with Steader’s Terms of Service, Seller Agreement, and Community Guidelines.

Coverage for Buyers

Our Purchase Protection Program covers buyers for the following specific issues:

1. Non-Delivery

Products not delivered or available for pickup during the agreed timeframe
Missing items from a multi-item order

2. Product Misrepresentation

Items significantly different from their description or photos
Products missing key features or characteristics that were explicitly stated in the listing

3. Food Safety & Quality Issues

Spoiled, moldy, or unsafe food products
Contaminated products that pose potential health risks
Severe quality issues that make products unusable for their intended purpose

4. Quantity & Measurement Issues

Significantly incorrect quantities or weights
Substantial shortfalls from the amount purchased (beyond reasonable natural variation)

5. Production Method Misrepresentation

Products marketed with specific production claims (e.g., “pesticide-free,” “pasture-raised”) that are demonstrably false

Coverage for Sellers

The Purchase Protection Program also provides important safeguards for sellers:

1. Payment Assurance

Guaranteed payment for properly fulfilled orders that meet listing descriptions
Protection from payment disputes when delivery/pickup evidence is provided

2. Fraud Protection

Safeguards against fraudulent claims when you can provide evidence of proper fulfillment
Review of pattern behavior from buyers who may be misusing the platform

3. Chargeback Defense

Assistance contesting unwarranted chargebacks with supporting evidence
Documentation support for payment processor disputes

4. Fair Dispute Evaluation

Objective review based on platform records and evidence from both parties
Consideration of natural variations in homegrown and homemade products

5. Review Fairness

Moderation of unfair or retaliatory feedback
Removal of reviews that violate platform policies

Exclusions and Limitations

The following situations are not covered by the Purchase Protection Program:

1. Off-Platform Transactions

Any transaction completed outside of Steader’s payment system
Cash payments or transfers through other payment apps

2. Natural Variations

Minor variations in appearance, size, or color that are normal for homegrown or handmade products
Slight weight differences within reasonable tolerances for the product type

3. Buyer Preference Issues

Subjective dissatisfaction when products match their description
Personal taste preferences when food quality is otherwise acceptable

4. Insufficient Documentation

Claims without reasonable supporting evidence
Issues that cannot be substantiated through photos, messages, or other documentation

5. Policy Violations

Transactions involving prohibited items
Services or arrangements that violate our Terms of Service

6. Specialty Listings

Specialty listings like livestock, hay, equipment, and services that by design are handled through off-platform transactions
These transactions are governed by direct arrangements between buyers and sellers

Coverage Limits

Financial Limits

Steader's total liability under this program is strictly limited to:

The actual purchase price paid for the item(s) in question up to a maximum of $250 per claim, regardless of the transaction value
Original delivery fees, if applicable
Marketplace fees associated with the transaction

Maximum Liability

A maximum of $1,000 per user per calendar year across all claims
In no event will Steader's total liability for any single claim exceed the original transaction amount

Liability Exclusions

The program explicitly does not cover:

Consequential, incidental, punitive, special, exemplary or indirect damages of any kind
Lost profits, revenue, data, goodwill, or reputation
Business interruption or lost business opportunities
Emotional distress or mental anguish
Lost time, inconvenience, or transportation costs
Travel expenses incurred to pick up or return items
Attorney's fees or legal costs
Any damages in excess of the purchase price
Any costs associated with removal, reinstallation, or shipping of products
Damages arising from third-party claims against either buyer or seller

Steader's Role

Steader acts solely as a facilitator in the dispute resolution process and:

Makes no warranties, express or implied, regarding the products or services offered by sellers
Does not guarantee the accuracy of listings or the quality of items sold
Reserves the right to make final determinations on all claims in its sole discretion
May modify or terminate the Purchase Protection Program at any time without notice
Is not responsible for resolving disputes between users that cannot be addressed through the Purchase Protection Program

By using the Platform, users acknowledge and agree that Steader's liability is limited as described above and that these limitations are fundamental elements of the agreement between Steader and its users.

Claim Process

For full details on the claim resolution process, please refer to our Dispute Resolution Process.

Resolution Expectations

Buyers with valid claims can expect one of the following resolutions:

Full refund of the purchase amount
Partial refund based on the nature of the issue
Replacement product when offered by the seller
Other mutually agreed accommodations

Sellers with valid defenses can expect:

Release of held funds
Protection from unwarranted negative feedback
Documentation support for payment processor disputes

Special Considerations for Food Products

Given the unique nature of local food transactions, the following special considerations apply:

Perishable Items

Claims involving highly perishable items receive expedited review
Documentation should be provided as soon as possible after discovery
Storage conditions may be considered in evaluating claims

Seasonal Products

Protection accounts for seasonal variations and growing conditions
Natural crop variations are expected and not grounds for claims

Homemade Goods

Handmade items are evaluated with appropriate expectations for consistency
Minor variations in appearance are expected with handcrafted items

How Steader Evaluates Claims

When reviewing Purchase Protection claims, we consider:

Listing Details: Description, photos, and claims made by the seller
Communication History: Messages between buyer and seller
Documentation: Photos, videos, or other evidence provided
Transaction Records: Purchase details, payment confirmation, delivery status
Account History: Previous transaction patterns for both parties
Product Type: Special considerations for specific product categories

Contact and Support

For questions about the Purchase Protection Program:

Email: hello@steader.com
In-app: Use the “Help” feature in your account settings
Response time: Within 1 business day

We’re committed to creating a marketplace where both buyers and sellers can transact with confidence. This Purchase Protection Program is designed to provide reasonable assurances while acknowledging the unique nature of local food systems and homestead production.