Venus LIVE is an Adult Social & Livestreaming platform for adults aged 18 and over.
Buyers/Sellers Protection is how Venus LIVE keeps every Marketplace sale fair. It protects buyers from receiving the wrong, damaged or missing items, and it protects models from fraudulent refund claims, so that both sides can trade with confidence.
1. What is covered
In short
Physical items bought by a registered member from the Marketplace, a model’s shop, or a live auction.
Buyers/Sellers Protection applies to physical items bought by a registered Venus LIVE member, whether the item was bought from a Marketplace listing, directly from a model’s shop, or won in a live auction, and delivered by door-to-door courier or to a Pudo locker.
2. The model’s responsibilities
In short
Send the correct item, exactly as described, packed well enough to arrive undamaged.
When an item is sold, the model (the seller) is responsible for:
- sending the correct item, in the quantity, size, colour and condition described in the listing;
- packing it with adequate packaging so that it is not damaged in transit; and
- sending it with the courier option the buyer chose, with a waybill number allocated to every parcel.
The waybill number is shown to both the buyer (My Orders) and the model (Outgoing Orders), and is our proof of dispatch and delivery. A parcel without a waybill number is not treated as delivered: the 24-hour check does not start and the model’s earnings stay on hold until a waybill is added.
3. The buyer’s 24-hour check
In short
You have 24 hours from delivery to check your order and tell us about any problem.
The buyer has 24 hours from the time the order is delivered to inspect the item(s) and report any problem. The 24 hours start:
- Door-to-door courier: when the courier marks the parcel as delivered; or
- Pudo locker: when the parcel is delivered into the locker and is ready to collect.
This gives the buyer ample time to open the parcel, check that everything is correct and in good condition, and raise a dispute if something is wrong. It also means the model is paid promptly for orders that arrive as described.
4. How to report a problem
In short
Tap “Report a problem” on the order in My Orders within 24 hours, then email us photos.
Within the 24 hours, tap Report a problem on the order in My Orders (a countdown there shows how much time is left), or email support@venuslive.co.za. Please include:
- your order number;
- what is wrong (wrong item, damaged, missing items, or not as described); and
- clear photos of the item and the packaging it arrived in.
Keep the item and all packaging until the dispute is resolved, as we may ask for more photos or for the item to be returned.
5. What can’t be disputed
In short
Delivery problems caused by the buyer, and late deliveries, are not grounds for a dispute.
A dispute cannot be raised, and the model’s payment will not be held, if:
- the buyer entered the wrong delivery details (address, Pudo locker or phone number);
- the buyer refused or rejected the delivery with The Courier Guy;
- the buyer did not collect the parcel from the Pudo locker or pickup point; or
- the parcel was delivered later than expected.
Courier delays and delivery problems like these are handled with the courier, not through Buyers/Sellers Protection. Re-delivery or return costs caused by the buyer are the buyer’s responsibility.
6. When the model is paid
In short
No problem reported within 24 hours: the model is paid. Problem reported: the payment is put on hold.
The model’s earnings for an order are held until the 24-hour check has passed. If no problem is reported in that time, the order is treated as received in good order and the earnings are released into the model’s wallet. If the buyer reports a problem within the 24 hours, the payment to the model’s wallet is put on hold until the dispute is resolved. The model sees the countdown, and any hold, on her Outgoing Orders page, and both sides are told by email from support@venuslive.co.za.
7. How disputes are resolved
In short
We review the evidence from both sides and decide fairly: replacement, refund, or payment to the model.
Venus LIVE reviews each dispute using the photos and description from the buyer, the listing, the model’s response and the courier’s tracking records. Depending on the outcome, we may arrange a replacement, refund the buyer (which may require the item to be returned), or release the payment to the model where the item was sent as described. We aim to resolve disputes within five (5) business days of receiving all the information we need.
8. Protection against fraud
In short
False claims and dishonest sellers both lead to action on the account.
Buyers/Sellers Protection exists to stop fraud from either side. Making a false or exaggerated claim, damaging an item after delivery, or repeatedly claiming refunds in bad faith may lead to the claim being refused and to restrictions on, or closure of, the buyer’s account. Models who send wrong, counterfeit or deliberately poorly packed items may have payments withheld and their shop suspended.
9. Your other rights
In short
The 24-hour check is for delivery problems. Your legal rights for faulty goods still apply.
The 24-hour check covers problems you can see when the order arrives. It does not take away your rights under South African law, including the Consumer Protection Act, for goods with defects that only become apparent later. See our Refund Policy for returns of faulty items and for changing your mind.
10. Contact us
Questions about Buyers/Sellers Protection? Email support@venuslive.co.za.
