Buyer protection
PlaneBase LLC — effective July 1st 2026
You're covered if…
Item never arrives
Item significantly not as described
Item damaged due to poor packaging
Incorrect amount charged
Not covered if…
You changed your mind
Damage occurred after delivery
Transaction was off-platform
Dispute opened after 14 days
Your payment is always held in escrow. PlaneBase holds your money until your model arrives and you confirm delivery. Sellers are never paid before you receive your item.
Our commitment to buyers
PlaneBase Buyer Protection covers every eligible purchase made through the platform. Every transaction on PlaneBase is protected by an escrow system — your payment is held securely until your model arrives. You never need to trust a seller blindly.
If something goes wrong we are here to help. Our dispute process is built specifically for scale model collectibles, not a generic retail claims system.
How your payment is protected
When you pay for a model on PlaneBase your money does not go to the seller immediately. It is held in the PlaneBase platform account until one of the following occurs:
You confirm delivery in the app.
Seven days pass after tracked delivery with no dispute opened.
Only then is the seller paid. If a dispute is opened before either condition is met the funds are frozen until the dispute is resolved. Your money is never at risk during transit.
What is covered
You are protected if:
Your item never arrives — the seller does not ship within the stated timeframe or tracking shows no movement.
Your item arrives significantly not as described — wrong model, wrong scale, wrong airline, undisclosed damage, or condition materially worse than listed.
Your item arrives damaged due to inadequate packaging by the seller.
You are charged an incorrect amount.
Coverage applies to all purchases made and paid through PlaneBase checkout. Custom commissions are covered under the same protection from payment through to confirmed delivery.
What is not covered
Buyer Protection does not apply to:
Items accurately described by the seller that the buyer simply does not want after receiving them.
Minor cosmetic differences that were clearly disclosed in the listing.
Damage caused after delivery has been confirmed.
Transactions completed outside of PlaneBase — if you pay a seller directly via bank transfer, PayPal, or any other method you have no protection from PlaneBase.
Disputes opened more than 14 days after confirmed delivery.
How to open a dispute
If you have a problem with your order act quickly — disputes must be opened within 14 days of confirmed delivery.
Go to your Collector Center and find the relevant order.
Tap Report an issue to open a dispute.
Describe the problem clearly and upload supporting photos. More detail helps us resolve faster.
PlaneBase will review the case within 3 business days.
We may ask both the buyer and seller for additional evidence.
Our decision is communicated to both parties by email and platform notification.
We aim to resolve all disputes fairly and promptly. PlaneBase's decision on disputes is final.
Refunds
If your dispute is upheld PlaneBase will issue a refund to your original payment method. Refunds are processed manually by our team within 2 business days of the dispute being resolved in your favour.
Your bank or card provider may take an additional 3 to 10 business days to show the refund in your account depending on your payment method.
Where a full refund is granted the cost is recovered from the seller. PlaneBase retains the right to reverse transfers or recover funds from the seller's connected Stripe account where permitted by Stripe's terms.
Dispute timeframe
All disputes must be opened within 14 days of confirmed delivery. After this window the order is considered complete and no dispute can be opened.
We strongly recommend opening a dispute as soon as a problem is identified rather than waiting. If your item has not arrived and the estimated delivery date has passed open a dispute immediately — do not wait for the 14 day window to close.
Chargebacks
We encourage all buyers to use the PlaneBase dispute process before contacting their bank or card provider. Our dispute process is faster, fairer for sellers, and designed specifically for this type of transaction.
Filing a chargeback with your bank without first attempting resolution through PlaneBase may result in temporary restrictions on your account while the case is investigated. If a chargeback is filed and PlaneBase has already resolved the dispute in your favour we reserve the right to contest the chargeback.
Contact and support
If you need help with a dispute or have questions about Buyer Protection contact us at planebaseapp@gmail.com. Include your order number and a description of the issue and we will respond within one business day.
For urgent issues — particularly where you believe you have been defrauded — mark your message as urgent and we will prioritise it.
PlaneBase LLC
planebaseapp@gmail.com · planebaseapp.com
Last updated: July 2026