Buyer protection
For eligible transactions, NexudeIT offers an optional escrowflow. The buyer's payment is authorised and held by the underlying payment processor (Stripe, PayPal, or Square) until delivery is confirmed. NexudeIT does nothold 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 36. For a walkthrough, see the Payments & Disputes guide.
Payment & card security
All payments are processed by established providers on their own secure pages — cards by Stripe and PayPal payments by PayPal. Square may not be available at launch; where it is offered, a Square payment shows as pending until we have checked it with Square. The amount you are charged is the order total our servers worked out when you placed the order and showed you before you paid — neither the seller nor anything in your browser can change it. 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. Placing an order holds its items for you for at least 60 minutes while you pay; see Section 8e for how unpaid orders are held, replaced, and cancelled. 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. For extra protection, turn on two-factor sign-in on the website under Account → Account Manager → Security & privacy: every sign-in, on the website or in the mobile app, then also needs a one-time code that we email to you (each code expires after 10 minutes). Never share that code — NexudeIT staff will never ask you for it or for your password. If you believe your account has been accessed without permission, change your password immediately and contact support.
Messaging & voice notes
On the website, chat messages between buyers and sellers are end-to-end encryptedwhen both sides support it (both of you chat on the website), so the copy stored on our servers can't be read by us. Each message is still checked by our automated safety screening as it's sent, and a message it flags may be kept for review. The keys live in the browser you use, so if you clear its site data or switch to another browser, older end-to-end encrypted messages may no longer open. The mobile app doesn't support end-to-end encryption yet: messages sent from the app are encrypted in transit and stored encrypted at rest, and end-to-end encrypted messages sent from the website show as locked in the app — open the chat on nexudeit.com to read them. 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
Community (cluster) threads and posts have a Report button. To report a listing, a message, a review, a Seller Story, or another user, use the Contact page (no account needed), Account → Dashboard → Contact when signed in, or email [email protected], and include a link or screenshot — even after a Story expires, our team can still review it. Reviews, messages, and other content may also be scanned automatically for signs of fraud, threats, and exploitation. 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.
- Sellers: ship only paid orders. The order confirmation email and your "New sale" notice are sent as soon as a buyer places an order, before they pay, and an unpaid order can still be cancelled or released. Wait until the order shows as paid on NexudeIT before you ship — tracking can only be added to a paid order — and never accept a screenshot or an email as proof of payment.
- Report anything suspicious. Use the Report button on community posts, or tell us through the Contact page, Account → Dashboard → Contact, or [email protected], 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.
- Keep your order details to yourself. Only you, the seller(s) on an order, and NexudeIT administrators can open its full details. Without signing in, an order can be looked up only with both its order number and the email on your account, and that look-up never shows your name, address, or payment details — but it does show what you bought, so don't post order numbers or confirmation emails publicly.
Photos can reveal where you are
Photos taken on a phone often carry hidden details (metadata), such as the GPS location where they were taken. Photos you take with the in-app camera on the Sell page are re-saved without it before upload, and so are photos you crop with our crop tool. Other uploads keep whatever metadata they contain, and anyone who can see a photo — a listing photo is public — can download it and read that data. Before posting photos taken at home, turn off location tagging in your camera settings, or remove the location before you upload (many phones offer this when you share a photo). The Privacy Policy has the details.
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 on community posts, or reach our team through the Contact page (no account needed), the Contact panel in your account dashboard, or by email at [email protected]. For the full rules governing the Platform, see our Terms & Conditions and Privacy Policy, or learn more about NexudeIT.