Buyer protection
For eligible transactions, NexudeIT offers an optional escrow flow. The buyer's payment is authorised and held by the underlying payment processor (Stripe, PayPal, or Square) until delivery is confirmed. NexudeIT does not hold customer funds in its own account — funds remain on the processor's ledger. Funds are released to the seller once delivery is confirmed, the return window expires, or a dispute is resolved in the seller's favour. If you raise a valid dispute or return within the policy window, escrowed funds may be partially or fully refunded. See the full terms in Section 8 (Payments, Fees & Escrow) and Section 9 (Returns & Refunds).
Opening a dispute
If something goes wrong with an order, you can open a dispute through a guided, step-by-step wizard launched from the order detail page or the escrow card. You choose a reason, describe what happened, optionally attach evidence (photos, screenshots, or documents), and review before submitting. Opening a dispute on an escrowed order marks that escrow as disputed and pauses any release until it is resolved. Disputes feed into the escrow resolution and Community Jury process described in Section 30. For a walkthrough, see the Payments & Disputes guide.
Payment & card security
All payments are processed by established providers — Stripe (default), PayPal, or Square. Card data is collected and stored by Stripe, which is PCI-DSS compliant; NexudeIT never sees or stores your full card number or CVV. If you save a card for faster checkout, NexudeIT keeps only a Stripe payment-method reference and limited display details (brand, the last four digits, and the expiry). You can view, set a default, or remove saved cards anytime in Account → Payment cards; removing a card also detaches it from Stripe. Learn more in our Privacy Policy.
Account security
Your password is never stored in plain text — only as a salted cryptographic hash. Logged-in sessions are bound to a secure session cookie and expire automatically after a period of inactivity and after a maximum lifetime, so a forgotten or stolen session cannot be used indefinitely. To keep your account safe: use a strong, unique password; never share your login; and sign out on shared devices. If you believe your account has been accessed without permission, change your password immediately and contact support.
Messaging & voice notes
Chat messages between buyers and sellers are end-to-end encrypted when both sides support it, so their contents aren't readable on our servers. Voice notes work a little differently: the audio is stored as a private media file that only your conversation references (it is not end-to-end encrypted in this version), so avoid sharing highly sensitive details by voice. As with any message, voice notes can be reported and we may review reported content.
Reporting & moderation
Every listing, message, review, community (cluster) post, and Seller Story can be reported using the Report button. Stories are short-lived posts, but if you see one that is inappropriate, tap Report on it just like anything else — even after a Story expires, our team can still review it. Reports are private — the reported party is not told who reported them. Our moderation team and community leaders review reports and may remove content, issue strikes, or restrict accounts. All moderation actions are logged with timestamps and reasons and retained for compliance and dispute resolution, as described in Section 16.
Avoiding scams
A few simple habits keep you protected:
- Keep payments on-platform. Only payments made through NexudeIT's checkout and escrow are protected. Never agree to pay a seller off-platform (bank transfer, gift cards, crypto, cash apps) — off-platform payments cannot be recovered through NexudeIT and circumventing checkout violates our Terms.
- Be wary of deals that seem too good to be true. Heavily underpriced items, urgency pressure, or requests to "complete the sale elsewhere" are common scam signals.
- Keep communication on-platform. On-platform messages may be reviewed for safety and are available for dispute resolution; off-platform chats are not.
- Check before you pay. Review the listing, seller, ratings, and return policy. Use escrow for higher-value or higher-risk trades.
- Report anything suspicious. Use the Report button or contact support so we can act quickly.
- Sharing a cart is safe. If you share a cart with someone, the link carries only the product selections — it never exposes your identity, account, addresses, or payment details. Whoever opens it checks out as themselves, and prices and availability are always recalculated live at checkout, so a shared cart is never a price quote or a reservation.
- Your address goes only to the seller shipping to you. When an order is split across multiple sellers, each seller is given only the shipping address for the items they are fulfilling — never the address or order details for items another seller is shipping. Your address is shared solely with the seller(s) fulfilling your order, and only to deliver it. See the multi-seller shipping guide.
Voice & barcode search stay on your device
When you search by voice or by scanning a product barcode with your camera, the processing happens on your own device: your speech is turned into text and the barcode is read right in your browser. NexudeIT receives only the resulting search words — the same thing you could have typed. We do not upload or store the audio recording or the camera image, and microphone and camera access are used only for that one search, only with your permission, which you can turn off at any time. Learn more in the Voice & barcode search guide.
Need help?
If you have a safety concern, a dispute, or believe you have encountered fraud, open a dispute from your order, use the Report button, or reach our team through the support panel in your account dashboard. For the full rules governing the Platform, see our Terms & Conditions and Privacy Policy, or learn more about NexudeIT.