The premier online marketplace for discerning collectors of custom scale airplane models, connecting buyers and sellers with verified listings and secure transactions.

Trust & Safety

PlaneBase is built for collectors who care about their collection. Here's how we protect every transaction on the platform.

How we protect you

Buyer Protection Guarantee

Every purchase on PlaneBase is protected. If your item doesn't arrive or is significantly not as described, open a dispute within 14 days and we'll investigate and resolve it — including full refunds where appropriate.

Secure Payments via Stripe

All payments are processed by Stripe, one of the world's most trusted payment processors. PlaneBase never sees or stores your card details. Your financial information goes directly to Stripe's encrypted system.

Verified Sellers

Every seller on PlaneBase goes through identity and business verification before they can list. Look for the verified badge on seller profiles — it means we've reviewed and approved their account.

Held Payments

Buyer payments are held securely until the seller ships and provides tracking. This protects buyers from non-delivery and gives sellers confidence that payment is waiting once they fulfil the order.

Tracked Shipping Required

Sellers are required to provide a tracking number when marking an order as shipped. This gives buyers visibility over their delivery and creates an audit trail if anything goes wrong.

14-Day Dispute Window

Buyers have 14 days from the expected delivery date to open a dispute. This gives enough time to identify issues with delivery or item condition without leaving disputes open indefinitely.

Safety guidelines

Following these guidelines will protect you from the vast majority of issues that occur on online marketplaces.

Always communicate through PlaneBase messaging — not outside the platform

Never send payment outside PlaneBase — all transactions must go through checkout

Report suspicious listings or messages immediately using the report button

Check seller verification status and reviews before buying

Keep records of all communications with sellers inside PlaneBase

Take photos of any issues with received items immediately — you'll need them for disputes

Never share your login credentials or personal banking details with anyone

If a deal sounds too good to be true, it probably is — report it

Dispute resolution process

Open a Dispute

Go to your order in the Collector Center and click Open Dispute. You have 14 days from the expected delivery date. Describe the issue and attach any supporting photos.

We Investigate

Our team reviews the case and may request additional information from both the buyer and seller. We aim to respond within 48 hours of a dispute being opened.

Resolution

We provide a fair resolution based on the evidence. This may include a full refund, partial refund, or closing the dispute if the item was accurately described and delivered.

What buyer protection does not cover

✕Change of mind — buyer protection only applies if the item didn't arrive or is not as described
✕Transactions completed outside PlaneBase — always pay through our checkout
✕Disputes opened after the 14-day window has passed
✕Items that exactly match their listing description even if the buyer is disappointed

See something suspicious?

Help keep the PlaneBase community safe by reporting fraudulent listings, fake models, or suspicious behaviour. Every report is reviewed by our team.