Pulse Protection For Buyers and Sellers

Effective Date: June 28, 2025

Pulseheaven LLC (“Pulseheaven,” “we,” “our,” or “us”) is committed to providing a secure, trustworthy marketplace. The Pulse Protection Program (“Program”) explains when and how Pulseheaven assists Buyers and Sellers in resolving transaction issues and, in some cases, reimburses one or both parties. This Program is incorporated by reference into our Terms and Conditions of Use and Sale (“Terms”) and supplements—but does not replace—your statutory rights.

IMPORTANT — Not Insurance. This Program is a voluntary customer-care policy, not an insurance contract or warranty. Pulseheaven may modify, suspend, or discontinue the Program at any time in its sole discretion. All determinations under the Program are made by Pulseheaven and are final.

1. Eligibility Requirements

A transaction qualifies for the Program only if all of the following are true:

1. The order is placed and paid entirely through the Pulseheaven checkout using our Stripe-powered payment system (no cash, Zelle, Venmo, or partial off-platform payments).
2. The Seller ships the Product from and to a U.S. address using (a) the prepaid Shippo label issued by Pulseheaven or (b) a carrier label uploaded to the order with valid tracking within 3 business days of sale. If tracking has not been added after 3 days, Pulseheaven reminds the Seller; if no valid tracking is uploaded within 7 calendar days of purchase, the order is automatically cancelled and the Buyer is fully refunded.
3. The Product is not listed in our Prohibited Items Policy.
4. The Buyer files any claim within 3 calendar days of the carrier-reported delivery date ("Inspection Window"). After the Inspection Window expires, the transaction is considered final and funds are released to the Seller, except as provided below for chargebacks or fraud.
5. Both parties respond to Pulseheaven’s information requests within the deadlines we set (typically 48 hours).

Transactions that do not meet all conditions are ineligible for reimbursement, though Pulseheaven may still facilitate dispute resolution at our discretion.

2. Buyer Protection

2.1 Covered Buyer Claims

2.2 Buyer Claims Process

1. Open a claim in the order thread within the 3-day Inspection Window.
2. Provide all requested evidence within 48 hours.
3. If Pulseheaven approves the claim, we issue a prepaid return label (where applicable) and refund the Buyer after the item is either (a) delivered back to the Seller or (b) otherwise recovered or confirmed destroyed according to carrier policy.
4. Refunds are processed to the original payment method within 5–7 business days after approval.

2.3 Buyer Exclusions (Not Covered)

• Buyer’s remorse, wrong fit/size preference, or change of mind.
• Minor cosmetic imperfections that do not affect functionality or were reasonably foreseeable for second-hand goods.
• Damage occurring after delivery (e.g., buyer mishandling or improper cleaning).
• Unauthorized purchases caused by Buyer’s failure to secure their account or device.
• Transactions or side deals conducted outside the Pulseheaven Platform.

3. Seller Protection

Subject to the requirements in Section 1, Pulseheaven may protect Sellers against the following losses up to USD $200 per order:

Seller Exclusions

• Item prohibited or knowingly counterfeit.
• Shipped late > 3 business days or without valid tracking.
• Shipped to an address not on the Pulseheaven order.
• Item materially misrepresented in listing.
• Orders exceeding the $200 Seller Protection cap (gross merchandise value). For higher-value orders, Sellers are encouraged to add their own insurance.

4. Funds Hold & Payout Timeline

• Payment Capture: Buyer’s payment is captured at checkout and immediately routed to the Seller’s Stripe Express balance.
• Hold Period: Funds are held and cannot be withdrawn until 3 calendar days after the carrier marks the order as delivered and no Buyer claim is opened.
• Payout to Bank: After the 3-day hold, Stripe automatically begins the transfer from the Seller’s Stripe Express account to their linked external bank (timing depends on Stripe’s payout schedule).
• Dispute Hold: If a claim or chargeback is opened, Pulseheaven may place a temporary hold on the funds until the matter is resolved.
• Refund Authority: For the security of the marketplace, only Pulseheaven can issue refunds or approve returns. Sellers cannot refund Buyers directly on the Platform.

5. Dispute Resolution Workflow

1. Self-Resolution (Recommended): Buyer and Seller should first attempt to resolve in the order chat.
2. Escalation: Either party may email us at contact@pulseheaven.com within the Inspection Window.
3. Evidence Collection: Pulseheaven requests documentation (tracking, photos, receipts) from both sides.
4. Determination: Pulseheaven issues a written decision within 5 business days of receiving complete evidence.
5. Appeal: Either party may request one appeal within 48 hours of the decision and provide new material evidence.
6. Finality: Pulseheaven’s appeal decision is final and binding. Unresolved monetary disputes exceeding $10,000 must proceed via arbitration as described in the Terms.

6. AI Authentication (Upcoming)

Pulseheaven plans to introduce an AI-assisted authentication service for select categories (e.g., footwear) in the future.

• Items verified by Pulseheaven’s AI (or human oversight) will be tagged Pulse Authenticated.
• If a Pulse Authenticated item is later shown by competent evidence to be counterfeit or materially not as described, Pulseheaven is not liable as our AI authentication is not 100% accurate and can be wrong at times. It is meant to give buyers a general idea and extra help when shopping online.
• Detailed rules will be published prior to launch.

Until then, authenticity disputes follow the normal NAD process in Section 2.

7. Packaging Standards and Buyer Refund Eligibility

To ensure items arrive safely and uphold marketplace quality, Sellers are expected to package items with care and protection.

Items must be packed using clean, sturdy packaging appropriate to the item type (e.g., double-boxing shoes, wrapping fragile items, sealing apparel in protective sleeves).

If a Buyer opens a dispute for damage or severe wear caused by poor packaging (e.g., shoeboxes crushed due to lack of padding, water-damaged items from unsealed packages), Pulseheaven may approve a refund if the evidence supports it.

Claims must include clear photo/video evidence of the packaging condition on arrival, the unpacking process, and any resulting damage.

Sellers who repeatedly fail to meet packaging standards may face account warnings, holds, or suspensions.

8. Relationship to Other Policies

• Terms & Conditions: All capitalized terms not defined here have the meanings in the Terms. In the event of conflict, the Terms control.
• Privacy Policy: Information you provide during a claim (photos, IDs, tracking) is processed per the Privacy Policy and may be shared with payment processors, carriers, or law-enforcement as necessary.

9. Changes to the Program

Pulseheaven may update this Program to reflect changes in the Platform, applicable laws, or business needs. Material changes will be announced at least 30 days in advance by email or in-app notice.

10. Contact

Questions? Email us at contact@pulseheaven.com or write to: