Effective bundle 2026-06-23
Marketplace Protection Policy
Bonsai Broker Marketplace Protection Policy Effective Date: June 23, 2026 1. Purpose Bonsai Broker is an online marketplace that connects independent buyers and sellers of bonsai trees, pre-bonsai, pots, tools, supplies, and related items. This Marketplace Protection Policy explains how Bonsai Broker handles disputes, account investigations, and marketplace integrity. It also clarifies the responsibilities of buyers, sellers, and Bonsai Broker. By using Bonsai Broker, you agree to this policy. 2. Our Role Bonsai Broker is not the owner, manufacturer, importer, exporter, distributor, or seller of products listed on the platform. Except where required by applicable law, Bonsai Broker: Does not inspect listed items. Does not guarantee the accuracy of listings. Does not guarantee delivery. Does not guarantee product quality or health. Does not guarantee the identity of buyers or sellers. Does not guarantee the outcome of any transaction. Each transaction is entered into solely between the buyer and the seller. 3. Buyer Protection While Bonsai Broker is not responsible for transactions between users, we strive to maintain a trustworthy marketplace. If a problem occurs, buyers should first contact the seller directly through Bonsai Broker's messaging system. Examples include: Item never shipped Wrong item received Major shipping damage Missing parts Item significantly different than described Many issues can be resolved through direct communication. 4. Marketplace Assistance If a buyer and seller cannot reach a reasonable resolution, Bonsai Broker may, at its sole discretion: Review transaction records. Review messages exchanged through Bonsai Broker. Request additional photographs. Request shipping documentation. Request tracking information. Request proof of delivery. Request additional evidence from either party. Participation in this review process does not create any obligation for Bonsai Broker to issue a refund or resolve the dispute in favor of either party. 5. Seller Protection Bonsai Broker also seeks to protect honest sellers. If a buyer files a complaint, sellers may submit: Tracking numbers Shipping receipts Carrier documentation Packaging photographs Product photographs taken before shipment Message history Any other relevant evidence False or fraudulent claims made against sellers may result in account action against the buyer. 6. Live Plant Disclaimer Live trees are living organisms and naturally vary in appearance and condition. Buyers acknowledge that: Seasonal color changes are normal. Leaf drop may occur during shipping. Dormancy is not considered damage. Minor branch movement or soil disturbance during shipping may occur. Trees continue to grow and change after listing photographs are taken. These natural characteristics do not necessarily constitute a product defect. 7. Shipping Risks Shipping carriers may occasionally experience: Delays Weather interruptions Mishandling Lost packages Bonsai Broker is not responsible for shipping carrier performance. Claims relating to carrier negligence should be submitted directly to the shipping carrier whenever applicable. 8. Prohibited Conduct Marketplace Protection does not apply where either party has violated Bonsai Broker policies, including but not limited to: Fraud False listings Fake tracking numbers Chargeback abuse Review manipulation Selling prohibited items Off-platform payment arrangements intended to avoid marketplace fees Harassment or threats Violations may result in immediate suspension or permanent removal from the platform. 9. Payment Disputes If a buyer initiates a payment dispute or chargeback through their financial institution, Bonsai Broker may provide relevant transaction records, messages, and shipping information to the payment processor or financial institution. Fraudulent or abusive chargebacks may result in permanent account suspension. 10. Account Investigations Bonsai Broker reserves the right to investigate any transaction when fraud, abuse, policy violations, or illegal activity is suspected. During an investigation, Bonsai Broker may: Temporarily remove listings. Restrict account functionality. Suspend accounts. Request identity verification. Request proof of ownership. Request additional documentation. Failure to cooperate may result in account termination. 11. No Guarantee of Recovery While Bonsai Broker may review disputes and assist users where appropriate, we do not guarantee that: Lost funds will be recovered. A refund will be issued. Replacement products will be provided. Disputes will be resolved in favor of either party. Any action taken by Bonsai Broker is voluntary unless otherwise required by law. 12. Marketplace Integrity To promote a safe and trusted marketplace, Bonsai Broker may use automated systems and manual review to detect: Fraudulent listings Fake accounts Unusual transaction patterns Review manipulation Spam Policy violations Accounts may be reviewed without prior notice where necessary to protect the marketplace. 13. Limitation of Liability To the fullest extent permitted by applicable law, Bonsai Broker shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising out of or relating to transactions between buyers and sellers. This includes, but is not limited to: Loss of profits Lost business opportunities Damage to reputation Emotional distress Loss of collectible value Shipping delays Plant loss or decline after delivery Carrier mishandling Any liability of Bonsai Broker shall be limited to the maximum extent permitted by law. 14. Policy Updates Bonsai Broker reserves the right to modify this Marketplace Protection Policy at any time. Updated versions will become effective upon publication on the website. Continued use of the marketplace after changes are posted constitutes acceptance of the revised policy.