ProtectedByFans Guarantee

The ProtectedByFans Guarantee ("Guarantee") is our buyer protection program designed to give you confidence when purchasing on Fans by Fans. This Guarantee is provided by Tatak Entertainment Technologies Inc. ("Company", "Platform", "we", "us", or "our").

As the Merchant of Record, Fans by Fans holds your payment in escrow until your transaction is successfully completed. If something goes wrong with your order, we're here to help resolve it—subject to the terms and conditions outlined below.

By making a purchase on Fans by Fans, you acknowledge that you have read, understood, and agree to the terms of this Guarantee, our Terms of Service, Privacy Policy, and Refund Policy.

2.1 Escrow Protection

Your payment is held securely by Fans by Fans until the transaction is complete. Funds are only released to the fulfillment partner after:

• You confirm receipt and satisfaction with your order
• The automatic release period expires without a dispute (typically 3 days after delivery)
• A dispute is resolved in the partner's favor

2.2 Item Not Received

You may be eligible for a full refund if your item does not arrive within the estimated delivery timeframe and:

• The partner cannot provide valid proof of delivery
• Tracking shows the item was not delivered to your address
• The item is lost in transit and cannot be recovered

2.3 Item Significantly Not as Described

You may be eligible for a refund or return if your item materially differs from the listing description. This includes:

• Receiving a completely different item than what was ordered
• Item is in a significantly different condition than described
• Item is missing major parts or accessories that were listed as included
• Item is damaged or defective (unless listed as such)
• Item is counterfeit when listed as authentic

2.4 Authenticity Guarantee

For items listed as authentic or official merchandise, we guarantee they are genuine. If you receive a counterfeit item that was represented as authentic:

• You are entitled to a full refund
• You may not be required to return the counterfeit item
• The partner may face account penalties including permanent suspension

3.1 Eligible Transactions

To be covered by the ProtectedByFans Guarantee, your transaction must:

• Be completed entirely through the Fans by Fans platform
• Be paid using an approved payment method on the platform
• Not fall under any exclusion listed in Section 4

3.2 Claim Requirements

To file a valid claim, you must:

• File your claim within the specified timeframe (see Section 6)
• Provide accurate and complete information about the issue
• Cooperate with our investigation and provide requested documentation
• Not have resolved the issue directly with the partner outside the platform
• Have attempted to contact the partner through the platform first

3.3 Account Standing

Your account must be in good standing to receive Guarantee coverage. Accounts with a history of abuse, fraudulent claims, or policy violations may have reduced or no Guarantee coverage.

4.1 Excluded Transactions

The ProtectedByFans Guarantee does not cover:

• Transactions completed outside the Fans by Fans platform
• Payments made through unauthorized methods or off-platform transfers
• Items prohibited by our Terms of Service
• Purely digital goods (digital downloads, codes, virtual items) once redeemed or delivered
• Services that have been fully rendered as described
• Custom or made-to-order items that match the agreed specifications

4.2 Buyer Remorse

The Guarantee does not cover situations where:

• You simply change your mind about a purchase
• The item matches the description but you don't like it
• You found a better price elsewhere after purchasing
• The item doesn't fit (unless size was misrepresented in the listing)
• You ordered the wrong item by mistake

4.3 Minor Discrepancies

The Guarantee does not cover minor variations that do not materially affect the item, including:

• Slight color differences due to monitor settings or photography
• Minor scratches or wear on pre-owned items listed as "used"
• Variations typical of handmade or artisan products
• Packaging differences that don't affect the item itself
• Normal manufacturing tolerances

4.4 Delivery Issues

The Guarantee may not cover delivery issues when:

• Delivery was confirmed to the correct address with valid tracking
• You provided an incorrect or incomplete shipping address
• You were not available to receive the package as required
• A third party accepted delivery on your behalf at the delivery address
• Delays are caused by customs, weather, or other events outside the partner's control

4.5 Time-Limited Coverage

Issues discovered after the claim window has closed (see Section 6.1) are not covered. You are responsible for inspecting items promptly upon receipt.

5.1 Prohibited Claim Behaviors

The following behaviors are strictly prohibited and may result in claim denial and account action:

• Filing claims for items you received exactly as described
• Claiming items were not received when delivery is confirmed
• Providing false or misleading information to support a claim
• Manipulating or fabricating photos, screenshots, or evidence
• Filing duplicate claims for the same transaction
• Attempting to keep both the item and the refund
• Colluding with partners to defraud the platform
• Using the Guarantee as a "free trial" service

5.2 Claim Pattern Monitoring

We monitor claim patterns to detect potential abuse. Accounts showing patterns of excessive or suspicious claims may be subject to:

• Additional verification requirements for claims
• Mandatory return of items before refund processing
• Reduced Guarantee coverage or higher evidence thresholds
• Temporary or permanent loss of Guarantee eligibility
• Account suspension or termination

5.3 Investigation Cooperation

You must cooperate fully with any fraud investigation. Failure to provide requested documentation, respond to inquiries, or allow inspection may result in claim denial.

5.4 Consequences of Abuse

If we determine that you have abused the ProtectedByFans Guarantee, we may:

• Deny the current and any pending claims
• Reverse previously issued refunds
• Permanently revoke Guarantee coverage
• Suspend or terminate your account
• Pursue legal action for fraud or damages
• Report fraud to appropriate authorities

5.5 Fair Use Expectations

The ProtectedByFans Guarantee is intended to protect legitimate buyers from genuine issues. We expect buyers to:

• Carefully review listings before purchasing
• Contact partners first to resolve issues when possible
• File claims only for legitimate covered issues
• Provide honest and accurate information in all claims
• Accept reasonable resolution offers from partners

6.1 Claim Timeframes

Claims must be filed within the following timeframes:

• Item Not Received: After the estimated delivery date has passed, and within 30 days of purchase
• Item Not as Described: Within 3 days of delivery confirmation
• Authenticity Issues: Within 7 days of delivery confirmation

Claims filed after these timeframes may be denied at our discretion. In exceptional circumstances, we may consider late claims on a case-by-case basis.

6.2 How to File a Claim

To file a claim:

1. Go to your order history and select the relevant transaction
2. Click "Report a Problem" or "Open Dispute"
3. Select the issue type that best describes your situation
4. Provide a detailed description of the problem
5. Upload supporting evidence (photos, screenshots, etc.)
6. Submit your claim for review

6.3 Partner Response Period

After you file a claim, the partner has 48 hours to respond. During this time, the partner may:

• Accept the claim and offer a full refund
• Offer a partial refund or alternative resolution
• Provide evidence disputing the claim
• Request additional information

If the partner does not respond within 48 hours, the claim may be escalated for Platform review.

6.4 Platform Review

If you and the partner cannot reach a resolution, either party may escalate the claim to Platform review. During review, we will:

• Examine all evidence provided by both parties
• Review the original listing and transaction details
• Consider account history and claim patterns
• Request additional information if needed
• Make a final determination

6.5 Evidence Requirements

To support your claim, you should provide:

• Clear photos showing the issue (for "not as described" claims)
• Photos of packaging and shipping labels (for damage or authenticity issues)
• Screenshots of the original listing at time of purchase
• Communication history with the partner
• Any other relevant documentation

7.1 Sole Discretion

All claim decisions are made at the sole discretion of Fans by Fans. We are not obligated to provide detailed explanations for our decisions beyond confirming whether the claim was approved or denied.

7.2 Final Decisions

Platform review decisions are final and binding. While you may submit additional evidence if you believe there was a clear error, we are not obligated to reconsider a decision once made.

7.3 Remedies

If your claim is approved, the remedy may include:

• Full refund to your original payment method
• Partial refund based on the nature of the issue
• Store credit or platform credits
• Requirement to return the item for refund

The specific remedy is determined by the Platform based on the circumstances of each case.

7.4 Returns

In some cases, we may require you to return the item to the partner before processing a refund. If a return is required:

• You must ship the item within 7 days of receiving return instructions
• The item must be returned in the same condition as received
• Return shipping costs are typically borne by the party at fault
• Refund is processed once return is confirmed

8.1 Refund Method

Approved refunds are typically returned to your original payment method. In some cases, we may offer store credit or platform credits as an alternative.

8.2 Processing Time

Once a refund is approved:

• Platform credits: Applied immediately
• E-wallet refunds: 1-3 business days
• Bank transfers: 5-10 business days
• Card refunds: 7-14 business days (varies by issuer)

8.3 Refund Amounts

Refunds may include:

• The item purchase price
• Original shipping fees (if applicable to the claim type)

Payment processing fees may or may not be refunded depending on the circumstances and payment provider policies.

9.1 Maximum Coverage

Our liability under the ProtectedByFans Guarantee is limited to the purchase price of the covered item. We are not liable for:

• Consequential, incidental, or indirect damages
• Lost profits, revenue, or opportunities
• Emotional distress or inconvenience
• Damages exceeding the transaction value

9.2 No Guarantee of Outcome

While we strive to resolve all legitimate claims fairly, we do not guarantee that every claim will be approved. The existence of this Guarantee does not create any implied warranties or additional rights beyond those explicitly stated herein.

9.3 Third-Party Actions

We are not liable for actions of fulfillment partners, shipping carriers, or other third parties. Our role is to facilitate resolution, not to guarantee performance of third parties.

We may modify the terms of this Guarantee at any time. Material changes will be announced via email or platform notification. Changes do not apply retroactively to transactions completed before the change.

Continued use of the platform after changes take effect constitutes acceptance of the modified Guarantee terms.

This Guarantee is governed by and construed in accordance with the laws of the Republic of the Philippines, including the Consumer Act of the Philippines (RA 7394) and the Internet Transactions Act 2023 (RA 11967).

Disputes arising from this Guarantee shall be resolved in accordance with our Terms of Service.

For questions about the ProtectedByFans Guarantee or assistance with a claim, contact Tatak Entertainment Technologies Inc. at 111 Paseo de Roxas Building, Legazpi Village, San Lorenzo, Makati City 1223, National Capital Region, Philippines.

• Buyer Support: support@fansbyfans.com
• Disputes: disputes@fansbyfans.com