Q Bend Limited (trading as Downsizr)
Company Number: 16792208
Last Updated: 17 April 2026
Registered in England and Wales
Registered office: 71-75 Shelton Street, London WC2H 9JQ, United Kingdom
Part I — How these Terms work · §§ 1-2
Part II — Account and eligibility · §§ 3-4
Part III — What Downsizr does · § 5
Part IV — Fees, listings, content · §§ 6-8
Part V — Using the Services · §§ 9-15
Part VI — Disputes and complaints · §§ 16-22 (read this before you raise a dispute)
Part VII — UK users · §§ 23-26 (if your account country is the UK)
Part VIII — US users · §§ 27-33 (if your account country is the US — contains mandatory arbitration provisions)
Part IX — General · §§ 34-40
1.1 These terms (the "Terms") form a binding agreement between you and Q Bend Limited (company no. 16792208), trading as Downsizr ("we", "us", "our", or "Downsizr"), whose registered office is 71-75 Shelton Street, London WC2H 9JQ, United Kingdom.
1.2 By creating an account, clicking any button indicating acceptance, or using our services (the "Services"), you agree to be bound by:
(a) these Terms in their entirety;
(b) the Privacy Policy;
(c) if you are a Partner or Professional, the Partner Terms (separate document); and
(d) any feature-specific terms we publish (for example, logistics booking terms or marketplace-integration terms).
1.3 Depending on where you live, different parts of these Terms apply:
If your account country is the United Kingdom, Part VII (UK users) applies.
If your account country is the United States, Part VIII (US users) applies. Part VIII contains mandatory arbitration and class-action waiver provisions that you should read carefully.
1.4 If you do not agree to these Terms, you must not use the Services.
Capitalised terms have the meanings given in this section or elsewhere in these Terms.
"AAA" means the American Arbitration Association.
"Account" means your registered user account on the Services.
"Administrator" means an individual authorised by Downsizr to moderate, investigate, or mediate matters on the Services.
"Buyer" means a person who acquires an Item from an Owner through the Services.
"Catalogue" means your collection of Items listed on the Services.
"Consumer" has the meaning given in section 2(3) of the UK Consumer Rights Act 2015 (for UK users) or, for US users, the meaning given in the California Consumers Legal Remedies Act or the applicable state statute.
"Content" means text, images, audio, video, data, or other material uploaded, submitted, or generated on the Services.
"Direct Purchase" means a Transaction in which a Partner buys an Item outright from an Owner.
"Dispute" has the meaning given in § 16.
"Giftee" means a person nominated by an Owner to receive an Item at no monetary cost.
"Item" means a physical object listed by an Owner on the Services.
"Marketplace" means a third-party online marketplace (eBay, Etsy, and similar) to which an Owner may distribute listings via the Services.
"Owner" means a user who catalogues and disposes of personal belongings through the Services. Owners are Consumers.
"Partner" means a business that has been admitted to Downsizr to provide buying, collection, disposal, charitable, or logistics services. Partners are Traders.
"Professional" means a downsizing-services business that uses the Services to manage the disposition of Items on behalf of its own end clients.
"Services" means the Downsizr website, applications, APIs, and related services.
"Stripe" means Stripe, Inc. and its group companies.
"Trader" has the meaning given in section 2(2) of the UK Consumer Rights Act 2015.
"Transaction" means any sale, gift, donation, disposal, collection, or shipment initiated via the Services.
"User" means any person who accesses the Services.
3.1 To use the Services, you must:
(a) be at least 18 years old;
(b) have the legal capacity to enter into these Terms in your country of residence;
(c) provide accurate information on registration and keep it updated;
(d) not be located in a country subject to UK, EU, or US sanctions or trade embargoes;
(e) comply with applicable laws in using the Services.
3.2 Owner accounts are for individuals in a personal capacity disposing of their own belongings. You must not use an Owner account to trade, to list goods acquired for resale, or to run a business. Listing trading stock or operating commercially requires a Partner account.
3.3 If you register on behalf of an organisation, you confirm you have authority to bind it.
4.1 You must register to use material parts of the Services.
4.2 You are responsible for:
(a) the confidentiality of your credentials, including shared-access credentials under § 8;
(b) all activity under your Account;
(c) notifying us at security@downsizr.com of any unauthorised use.
4.3 We may require identity verification via Stripe Identity as a condition of access to particular Services.
4.4 You may have at most one Account of each user type (Owner / Giftee / Partner / Professional) unless we agree otherwise in writing.
5.1 Downsizr is a platform that connects Owners with Partners, Marketplaces, and other users. Except as expressly stated, Downsizr is not a party to the underlying sale, gift, donation, disposal, or shipment between Users.
5.2 For Partner sales, the sale contract is between Owner and Partner. Downsizr facilitates discovery, communication, payment routing, and dispute resolution, but does not sell or buy the Item.
5.3 Global enterprise logistics carriers — Royal Mail, Parcelforce, FedEx, UPS, USPS, DHL, and comparable — deal with Downsizr on a business-to-business basis. Where you book carriage through the Services, the contract for carriage is between Downsizr and you, and Downsizr has a back-to-back contract with the carrier. This is the only paid Transaction type where Downsizr is the direct counterparty.
5.4 We do not warrant, endorse, or guarantee any Item, listing, Partner, Marketplace, or User. We apply minimum objective criteria to Partner onboarding; such criteria are not a substitute for your own due diligence.
5.5 Ratings, reviews, and visibility given to Partners on the Services are factual statements (registration status, insurance on file, User ratings, external reviews) and not express or implied endorsements.
5.6 Same-country Transactions. For the time being, Partner Transactions must occur within a single country (UK to UK or US to US). Cross-border Marketplace listings remain subject to the Marketplace's own rules.
5.7 Third-party Marketplace integrations. The Services integrate with third-party Marketplaces (including eBay and Etsy) via their published APIs. Your use of these integrations is subject to: (a) these Terms, which govern your relationship with Downsizr; (b) the Marketplace's own terms and policies, which govern your relationship with the Marketplace. These Terms are between you and Q Bend Limited only. No Marketplace is a party to, or has any obligation under, these Terms.
5.8 Etsy integration disclaimer. DISCLAIMER: THIS APPLICATION IS SOLELY PROVIDED BY Q BEND LIMITED (THE "APPLICATION DEVELOPER"). YOU ACKNOWLEDGE THAT ETSY, INC. AND ITS AFFILIATES ARE NOT THE APPLICATION DEVELOPER, DO NOT PROVIDE THE APPLICATION SERVICE, AND MAKE NO WARRANTIES OF ANY KIND WITH RESPECT TO THE APPLICATION OR DATA ACCESSED THROUGH IT.
5.9 Marketplace trademark notices. The term "Etsy" is a trademark of Etsy, Inc. The term "eBay" is a trademark of eBay Inc. This application uses the Etsy API and eBay API but is not endorsed or certified by Etsy, Inc. or eBay Inc.
6.1 Cataloguing fee. Owners may be charged per Item catalogued, per the prevailing rate on the pricing page. Up to ten (10) Items are catalogued free in the first cataloguing period; further Items beyond this free tier are charged at the prevailing per-item rate. Charges are accumulated and billed in daily batches; a batch is only billed where its total meets the minimum batch threshold (currently £3 in the UK / $4 in the US), with smaller balances rolled forward to the next day. No cataloguing fee is charged for Items catalogued at a premium-cataloguing visit location during an active visit waiver, Items inside the free tier, or Items the Owner has flagged as gifts to friends or family where applicable.
6.2 Platform commission on Partner sales. Downsizr charges a platform commission on each Partner Transaction, deducted automatically from payment flows. The prevailing rates are:
Direct Purchase: 12% of the sale price (paid by Partner)
Consignment / Auction: 8% of the sale price (paid by Owner from proceeds)
Disposal collection: 10% of the collection fee
Commission percentages may vary and the prevailing rate is displayed at the point of transaction. Current rates are published on the pricing page.
6.2.1 Direct Purchase auto-release. Where a Partner has confirmed payment for a Direct Purchase Transaction and has not subsequently confirmed collection of the Item, the funds held in escrow will be automatically released to the Owner on expiry of seven (7) days from the date of payment confirmation, unless a Dispute has been opened under Part VI. The Partner will receive a reminder notification two (2) days before auto-release. Auto-release does not affect either party's right to raise a Dispute under § 17 within the applicable evidence window.
6.3 Marketplace commission. Downsizr charges Owners a platform commission on each confirmed Marketplace sale and invoices the accumulated balance monthly. The prevailing rates are:
eBay: 3% of the sale price
Etsy: 3% of the sale price
6.4 Subscription. Owners who exceed the free allowance move to a paid subscription, per the pricing page. Subscriptions are offered on monthly or annual intervals and are charged in advance at the start of each billing period via the payment method on file. The prevailing monthly and annual prices are displayed on the pricing page and are the source of truth. You may cancel at any time through the Account settings; cancellation takes effect at the end of the current billing period and your subscription remains active until then. Refunds on cancellation follow the applicable Territory Schedule. The premium cataloguing benefit may waive or pause subscription charges as set out in § 6.5.
6.4.1 Cancellation and external marketplace listings. If you cancel your subscription, listings you have already published to external marketplaces (eBay, Etsy) remain on those marketplaces under your control — Downsizr will not modify or remove them. For 90 days after your subscription ends, Downsizr's commission applies to any sale of those listings. After 90 days, Downsizr's commission entitlement ends.
6.4.2 Logistics fees. Where Downsizr arranges shipping or carrier collection for an Item, the logistics fee is calculated at the time of booking using the carrier's prevailing rate for the origin, destination, and parcel attributes, plus a value-tiered handling and insurance component for higher-value Items. The fee is shown in the booking flow before confirmation and is paid by the party initiating the shipment (for gift dispatches, the giftee or, where the Owner has elected to pre-pay, the Owner). If a shipment is not collected or is cancelled by the carrier before dispatch, the logistics fee is refunded in full to the original payment method; once a parcel has been collected, refunds are limited to amounts recoverable from the carrier under its terms.
6.5 Premium cataloguing service. The premium cataloguing service is an optional in-home visit where Downsizr catalogues Items on your behalf. The service is currently available in London and the Home Counties only, on weekdays between 10:00 and 16:00. Payment is collected in full at the time of booking via Stripe Checkout. Cancellation more than 48 hours before the scheduled visit entitles you to a full refund; cancellation between 24 and 48 hours before entitles you to a 50% refund; no refund is available for cancellations less than 24 hours before the visit. Downsizr may cancel any booking with a full refund at its discretion. The prevailing price is shown on the pricing page and in the booking flow. VAT is added where applicable.
Premium cataloguing benefit. For each visit-day paid for, owners receive: (a) free cataloguing of items at the visit location for twelve months from the first visit date, with no per-item cataloguing fees, subject to a soft cap of 500 items per booking shared across multi-day bookings; and (b) a twelve-month waiver on owner subscription fees beginning on the first visit date. For owners with an existing active subscription at the time of booking confirmation, the subscription is paused for the same twelve-month period; charges resume automatically thereafter, and any pending cancellation is cleared.
The free-cataloguing benefit is bound to the location of the visit. Items catalogued at any other location, including additional addresses added to the account, are charged at the standard per-item cataloguing fee. Items at the visit location beyond the 500-item cap are also charged at the standard rate. Sharing account credentials, granting shared access to extend the benefit to other households, or misrepresenting items as being at the visit location violates these Terms and may result in account termination and forfeiture of any active subscription waiver. The visit fee is non-transferable.
If the visit is cancelled before completion, both benefits are forfeited; any paused subscription is unpaused. Cancellation refund terms are as set out above. Bookings may be rescheduled once via the customer-facing flow, and rescheduling slides the twelve-month windows to the new first visit date; further reschedules require contacting Downsizr support. Partial cancellation of a multi-day booking forfeits the entire benefit; partial-day cancellations are handled via support.
6.6 Payment processing. All payments and payouts are processed by Stripe. A valid payment method is required. You authorise us and Stripe to charge your payment method for fees payable under these Terms.
6.6.1 Direct Purchase fund release. Where a Partner buys an Item under a Direct Purchase Transaction, the purchase price is held by Downsizr in escrow once the Partner confirms payment. Funds are released to the Owner when the Partner confirms collection of the Item. If the Partner has not confirmed collection within seven (7) days of payment, the funds are released automatically to the Owner unless a Dispute has been opened under § 16. The Owner may also confirm receipt of the Item at any time after handover to release the funds immediately.
6.7 Taxes. Amounts are exclusive of VAT (UK) or sales tax (US) unless stated. Downsizr collects and remits taxes in accordance with UK VAT legislation and US state marketplace-facilitator laws.
6.8 Refunds and chargebacks. Refunds are governed by the dispute rules in Part VI and the applicable Territory Schedule. You must not initiate a chargeback with your card issuer before raising a dispute under § 16, except where statutory consumer rights require otherwise. Premature chargebacks may result in Account suspension.
This section consolidates how cancellation works across our paid services. Where this section conflicts with earlier provisions in § 6, this section governs
6.9.1 Premium cataloguing cancellation. Cancellation more than 48 hours before the scheduled visit entitles you to a full refund less any retroactive per-item cataloguing fees and subscription charges that would have applied during the waiver window per the recompute rules in § 6.5. Cancellation between 24 and 48 hours before the visit entitles you to a 50% refund, subject to the same recompute. No refund is available for cancellations less than 24 hours before the visit
6.9.2 Monthly subscription cancellation. Monthly subscriptions cancelled mid-cycle continue to the end of the current billing month. No prorated refund is given for the unused portion of the month
6.9.3 Annual subscription cancellation. Annual subscriptions cancelled mid-period continue to the end of the paid period. No prorated refund is given for the unused portion of the year
6.9.4 Item charges during the cancellation window. Until your subscription expires, the per-item daily cataloguing fee continues to apply for items above the free allowance, on the same terms as a fully active subscription
6.9.5 Marketplace commission grace window. For items listed on external marketplaces (eBay, Etsy) before your subscription expires, Downsizr's platform commission continues to apply to any sale of those listings for 90 days after the subscription ends. After the 90-day grace window, Downsizr's commission entitlement on those listings ends. This grace window aligns with § 6.4.1
7.1 For each Item you list, you warrant that:
(a) you own it, or have lawful authority to list it;
(b) it is not prohibited under § 7.3;
(c) the description and photographs are accurate, not misleading, and do not infringe others' rights;
(d) if you are an Owner, the Item is your personal property and is not acquired for resale.
7.2 You grant Downsizr a non-exclusive, worldwide, royalty-free licence to host, display, and promote your Content, terminating when you delete the Content (except where retention is required by law or by the Privacy Policy).
7.3 Prohibited Items. The following must not be listed, traded, collected, disposed of, gifted, or shipped via the Services. This list is non-exhaustive.
A. Unlawful or strictly regulated goods
(a) Stolen, counterfeit, or intellectual-property-infringing goods, including goods that breach trade-mark, copyright, design right, passing-off, or registered design.
(b) Firearms, ammunition, explosives, and weapons — including deactivated, replica, decorative, antique, or ceremonial firearms; air weapons, bows, crossbows; any weapon requiring a UK Firearms Certificate, Shotgun Certificate, or US federal or state firearms licence.
(c) Bladed articles exceeding 3 inches (7.6 cm) intended as weapons, including swords, daggers, machetes, hunting knives, combat knives, and ceremonial blades. Ordinary kitchen knives listed under the Kitchen and Dining category are excepted.
(d) Lock-picking tools, bump keys, master keys to public or commercial spaces, or any tools primarily designed or adapted for burglary.
(e) Controlled substances and drug paraphernalia, including cannabis (in any form, regardless of local legality), CBD products, kratom, nitrous oxide canisters (beyond culinary sizes), psychedelics, nootropics, and unregulated supplements with psychoactive claims.
(f) Prescription medicines and prescription-only medical devices, including but not limited to CPAP machines, hearing aids requiring fitting, contact lenses, prescription glasses, insulin pumps, blood-glucose monitors, and any Class II or Class III medical device under UK MHRA or US FDA rules.
(g) Tobacco, cigarettes, cigars, vapes, e-cigarettes, heated-tobacco products, and nicotine-containing products of any form.
(h) Hazardous waste and materials requiring specialised disposal, including asbestos or asbestos-containing materials, lead paint, mercury-containing items (including mercury thermometers), polychlorinated biphenyls (PCBs), beryllium, and any other hazardous substance under UK Hazardous Waste Regulations 2005 or US RCRA. Disposal of these via a licensed Disposal Partner in the appropriate Category is permitted.
(i) Fireworks, pyrotechnics, and flares exceeding UK Category F1 / US consumer retail limits.
(j) Ivory, including antique ivory, piano keys, scrimshaw, and any item containing more than trace quantities of elephant ivory, save where the item is subject to a current UK Ivory Act 2018 exemption certificate submitted to Downsizr.
(k) Human remains, human tissue, human biological material, human hair samples, blood, DNA, stem cells, or any product derived from a living or deceased human body.
(l) Taxidermy, wildlife products, and hunting trophies, including CITES-listed species, UK Wildlife and Countryside Act 1981 protected species, coral, shell collections protected under marine wildlife law, and any items for which legitimate provenance cannot be demonstrated.
(m) Native American, indigenous, or cultural-heritage artefacts subject to NAGPRA (US), the UK Dealing in Cultural Objects (Offences) Act 2003, or any applicable repatriation statute.
(n) Goods requiring UK, EU, or US export licence where such licence has not been obtained, including dual-use technology, cryptographic goods, works of art over certain value thresholds, and archaeological objects.
(o) Live animals; animal parts derived from endangered species.
(p) Counterfeit currency, replica currency, prop money, or training notes that do not comply with the size or appearance rules of the issuing central bank (UK Bank of England rules; US Treasury 18 USC 471 and prop-money rules).
(q) Official documents — passports, driving licences, national identity cards, residence cards, social security cards, examination certificates, or any other government-issued document, blank or completed.
(r) Police, government, intelligence, and military uniforms, badges, warrant cards, insignia, and credentials issued by any UK or US authority. Decommissioned pre-1945 military medals, insignia, and uniforms of purely historical interest are permitted.
(s) Body armour in jurisdictions where resale is restricted (including New York, New Jersey, and Connecticut).
(t) Items subject to a current safety recall in the UK (Office for Product Safety and Standards), US (Consumer Product Safety Commission), or other jurisdiction of residence.
(u) Items containing third-party personal data that has not been removed before listing. This includes but is not limited to: computers, hard drives, and storage media that have not been factory-reset and securely wiped; mobile phones, tablets, and smart devices retaining user accounts; photographs or albums depicting identifiable third parties who have not consented to sale; medical records; legal or financial documents containing third-party personal information.
(v) Antique medical equipment intended for clinical or bodily contact, including walkers with worn components, aged wheelchairs, aged prosthetics, aged mobility aids, and any medical device beyond its manufacturer-stated service life.
(w) Chemistry sets, laboratory chemicals, reagents, and alcohol-based antique preparations (including flammable perfumes stored in non-approved packaging) for which hazmat shipping is required and has not been arranged.
(x) Items unlawful in your jurisdiction or in the jurisdiction of the recipient.
B. Prohibited by platform policy
(z) Nazi, fascist, and hate-group memorabilia, regardless of age or historical framing. Includes swastika-bearing items, SS memorabilia, insignia of proscribed or extremist organisations, and reproductions thereof. Downsizr does not permit these items even where legal to sell.
(aa) Slavery-era or colonial-violence artefacts without documented and independently verifiable provenance predating the abolition of slavery, and without an accompanying scholarly or museum-approved provenance narrative.
(bb) Confederate battle-flag memorabilia, items depicting enslaved people, and analogous regional hate-symbol memorabilia.
(cc) Items depicting, celebrating, or instructing abuse, violence, extremism, terrorism, or hate.
(dd) Sex toys, intimate personal-use items, and adult-entertainment devices.
(ee) Used undergarments, personal hygiene items, or items with intimate prior use (including used razors, used toothbrushes, used menstrual devices).
(ff) Anti-animal-welfare equipment, including fox-hunting gear, cockfighting equipment, bullfighting equipment, animal traps designed to cause prolonged suffering, and similar items incompatible with contemporary animal-welfare law.
(gg) Radioactive items, including Uranium glass, Radium-dial watches, thoriated optics, and other items with measurable radioactive emission. Items of historical or scientific interest may only be listed through a specialist Partner Category admitted by Downsizr.
(hh) Items exceeding permissible lead content (including painted antique toys, leaded solder in excess of safety thresholds, and lead-glazed pottery intended for food contact).
C. Restricted categories — allowed only with Downsizr gating
(ii) Wine, spirits, beers, and other alcoholic beverages — allowed only where:
the listing is routed through a Partner admitted to the Licensed Alcohol Retailer Category, with evidence of the relevant UK Licensing Act 2003 personal or premises licence, or US state liquor-licence equivalent, on file;
the recipient's age is verified (UK 18 / US 21) before the Item is displayed or shipped;
shipment complies with the applicable state or regional alcohol-shipping rules.
(jj) Used electronics (computers, phones, tablets, storage media, games consoles, smart devices) — allowed only where the Owner expressly confirms, on listing, that the device has been factory-reset and securely data-wiped, and all third-party user accounts removed, before the Item leaves the Owner's possession. False confirmation is a breach of these Terms and may void consumer-protection obligations of a recipient Partner or Buyer.
(kk) Baby and child products — cot beds, car seats, high chairs, pushchairs, nursery furniture, infant sleeping products, booster seats, and related items — allowed only where the Owner expressly confirms, on listing, that:
the Item is not subject to a current safety recall in the UK (Office for Product Safety and Standards at productsafety.campaign.gov.uk) or US (Consumer Product Safety Commission at cpsc.gov);
the Item has not exceeded any manufacturer-stated expiry date (particularly relevant for car seats, typically 6-10 years from date of manufacture);
the Item has not been involved in a moderate or severe vehicle collision (car seats) or been subject to damage affecting its safety.
Downsizr may run automated checks against recall databases and may suspend any listing that matches a recalled product.
D. Trading stock
(kk) Trading stock, inventory, or goods acquired for resale — may not be listed via an Owner Account. Commercial sellers must use a Partner Account.
E. Downsizr discretion
(ll) Any item we determine, acting reasonably, to be unsuitable for the Services.
7.4 We may remove any listing or Account in breach of § 7 without notice, and we may refer serious breaches to the authorities. We may cooperate with law-enforcement investigations without further notice to you.
8.1 Owners may grant limited access to their Account to another individual (a "Shared User").
8.2 Shared Users may act on the Owner's behalf in respect of the Account, subject to limitations we publish.
8.3 The Owner remains contractually responsible for all acts of their Shared Users. Shared-User activity is logged.
8.4 Professionals may be granted Shared-User access by their end clients. The Professional contracts on Partner Terms; the client Owner retains a direct Consumer relationship with Downsizr. A Professional may not waive or override consumer statutory rights on behalf of a client Owner.
9.1 Partners and Professionals are governed by the separate Partner Terms addendum, which forms part of your contract with us if you hold a Partner or Professional account.
9.2 The CRA 2015 (UK) and CLRA (California) consumer protections do not extend to Partner / Professional users in their B2B relationship with Downsizr.
9.3 Admission to the Partner programme requires meeting objective minimum criteria (business registration, insurance where applicable, click-wrap acceptance of the Partner Terms). Admission is not an endorsement.
10.1 Subject to these Terms, Downsizr grants you a limited, non-exclusive, non-transferable, revocable licence to access and use the Services.
10.2 You must not:
(a) reverse-engineer or extract source code;
(b) use the Services to build a competing product;
(c) scrape or automate access other than via our published APIs;
(d) resell or sublicense the Services;
(e) circumvent access controls or rate limits;
(f) upload malware or code that could disrupt the Services.
11.1 The Services and all software, design, logos, and marks (other than User Content) are owned by or licensed to Downsizr.
11.2 You retain ownership of Content you submit, subject to the licence in § 7.2.
11.3 "Downsizr" is a trading name of Q Bend Limited. You may not use our name, logo, or marks without written permission.
12.1 Information marked or reasonably treated as confidential, including another User's non-public contact details disclosed for Transaction purposes, may be used only for its disclosed purpose and not disclosed to third parties.
12.2 Section 12.1 does not apply to public information, information lawfully acquired from another source, or disclosures required by law.
13.1 Our handling of personal data is governed by the Privacy Policy, a separate standalone document.
13.2 UK users: Privacy Policy covers rights under UK GDPR and Data Protection Act 2018. US users: Privacy Policy covers applicable state privacy rights, including CCPA/CPRA in California.
14.1 You may close your Account at any time via Account settings. Closing does not excuse obligations on ongoing Transactions or unpaid amounts.
14.2 We may suspend or terminate your Account, with or without notice, if:
(a) you materially breach these Terms, the Partner Terms (if applicable), or the Privacy Policy;
(b) we reasonably suspect fraudulent or unlawful activity;
(c) you fail to pay due amounts;
(d) a required licence, insurance, or registration lapses (Partners);
(e) a regulator requires suspension;
(f) we cease offering the Services in your country.
14.3 Effect of termination:
(a) personal data is retained per the Privacy Policy;
(b) amounts paid are non-refundable except as required by law or § 16;
(c) ongoing Transactions are settled or resolved through § 16;
(d) §§ 7.2, 10.2, 11, 12, 13, 15, 16, 19, and the applicable Territory Schedule survive.
UK Consumer statutory rights under the CRA 2015 prevail where this section would reduce them. US State Consumer rights (including under the CLRA and CCPA) prevail where applicable.
15.1 Nothing in these Terms excludes or limits our liability for:
(a) death or personal injury caused by our negligence;
(b) fraud or fraudulent misrepresentation;
(c) liability that cannot be excluded under applicable law, including:
§§ 31, 57, 65 of the UK Consumer Rights Act 2015;
UK Unfair Contract Terms Act 1977 (where applicable);
California consumer statutes that may not be waived (CLRA §§ 1750 et seq.);
the FTC Act §5 to the extent applicable.
15.2 Subject to § 15.1:
(a) Liability cap. Downsizr's aggregate liability to any User for all claims in any 12-month period shall not exceed the greater of (i) fees paid by that User to Downsizr in the preceding 12 months; or (ii) £100 / $100.
(b) Excluded losses. Downsizr is not liable for loss of profits, loss of business, loss of goodwill, or indirect or consequential loss.
(c) Third-party conduct. Downsizr is not liable for losses caused by the acts or omissions of any Partner, Professional, Marketplace, Giftee, Buyer, or other User (save where Downsizr is the direct counterparty under § 5.3).
15.3 Indemnification by Users. You indemnify Downsizr, its officers, directors, employees, and agents, and each third-party Marketplace whose API is used by the Services (including Etsy, Inc. and eBay Inc. and their respective affiliates), against any claim, loss, or expense (including reasonable legal fees) arising from:
(a) your breach of these Terms or the Privacy Policy;
(b) your Content or listings;
(c) your Transactions with other Users (not covered by § 5.3);
(d) your breach of applicable law;
(e) your use of the Services to access a third-party Marketplace API.
15.4 Partners are subject to the additional and stricter indemnification provisions of the Partner Terms.
This Part VI forms part of the Terms. It governs how complaints and disputes are handled. Before seeking any legal remedy, you must use this process, except where mandatory consumer law requires otherwise.
16.1 A "Dispute" is a claim by any User that:
(a) an Item received is materially not as described;
(b) an Item paid for has not been delivered or collected;
(c) a payment has been made or received in an incorrect amount;
(d) goods have been damaged in collection, transit, or handling;
(e) a Partner has failed to perform as promised;
(f) fraud has occurred;
(g) any other material failure by another User of the Services has caused loss.
16.2 Disputes are handled across five tracks, based on the amount in dispute:
| Track | Amount in dispute | Handling |
|---|---|---|
| Self-serve | Less than £100 / $100 | Reviewed within 48 working hours. Partner may appeal. |
| Standard | £100 – £2,000 / $100 – $2,500 | Administrator mediation. 72 working-hour response deadline for respondent. Escalated to administrative review on non-response. |
| Escalated | £2,000 – £20,000 / $2,500 – $25,000 | Administrator mediation with manual evidence review. Independent valuation may be required. |
| High-value | £20,000 – £100,000 / $25,000 – $125,000 | Administrator mediation with legal review at filing. External ADR referral may be made. |
| Legal review | Over £100,000 / $125,000 | External counsel instructed from filing. Every dispute receives legal touch. |
17.1 Before raising a formal Dispute, you must attempt to resolve the matter directly with the other party by messaging through the Services for a period of at least 7 days.
17.2 If informal resolution fails or the counterparty does not respond within 7 days, you may file a formal Dispute.
18.1 To file, log in to your Account and submit a Dispute via the "Disputes" page. Your filing must include:
(a) the category of Dispute (see § 16.1);
(b) a clear description of what went wrong;
(c) the amount in dispute (to determine the track);
(d) supporting evidence under § 19.
18.2 On filing:
(a) the Administrator opens a file and assigns a tracking number;
(b) the respondent receives notification by email and in-Service notice;
(c) any funds in escrow related to the disputed Transaction are held and not released until the Dispute is resolved;
(d) the respondent has 72 working hours to respond in the Standard track, or 120 working hours in Escalated / High-value tracks.
18.3 Working hours are 09:00-18:00 UK time, Monday to Friday, excluding UK bank holidays. US-track disputes are handled on UK working hours (disclosed to users at filing).
18.4 If the respondent does not respond within the deadline:
(a) in the Standard track, the Dispute is escalated to administrative review;
(b) in Escalated, High-value, and Legal tracks, the matter is escalated to administrative review.
19.1 The following evidence is expected per category:
| Category | Required evidence |
|---|---|
| Not-as-described | Clear photos of received Item; the original listing / Partner quote; itemised description of the mismatch |
| Not-received | Tracking number; delivery attempt evidence; communications with counterparty |
| Payment issue | Bank or Stripe statement; agreed vs received amounts; any offer or counter-offer logged |
| Damage | Before and after photos; carriage records; photos of packaging on receipt |
| No-show | Timestamped messages confirming the agreed collection window; photos of location at agreed time |
| Fraud | Narrative and any supporting communications; regulatory reference numbers if reported |
19.2 You may submit up to ten (10) photos and five (5) documents per Dispute without charge. Larger submissions may be permitted with the Administrator's consent.
20.1 The Administrator reviews the filing and the response, considers the evidence, and issues a preliminary decision within:
5 working days for Standard track;
10 working days for Escalated track;
20 working days for High-value track;
without fixed deadline for Legal review track (but the Administrator will provide a written update every 20 working days).
20.2 Possible outcomes:
(a) Resolved for opener — opener gets the refund / Item replacement / action sought;
(b) Resolved for respondent — no refund or remedy;
(c) Split — partial remedy (e.g., partial refund; both parties share a loss);
(d) Closed with no action — Dispute withdrawn, insufficient evidence, or not within Scope;
(e) External ADR referral — for High-value or complex cases, referred to an independent ADR provider at cost sharing defined in § 22.
20.3 The Administrator's decision is recorded with reasons and made available to both parties.
21.1 Either party may appeal the Administrator's decision by filing an appeal within 48 hours of the decision, with new material evidence or reasoned argument.
21.2 Appeals are reviewed by a senior Administrator or, in High-value and Legal review tracks, with legal input. The appeal decision is final and binding on the dispute-platform level (but does not preclude legal remedies in accordance with the applicable Territory Schedule).
22.1 UK users. Where a Dispute cannot be resolved through §§ 17-21, a UK Consumer may refer the Dispute to an approved Alternative Dispute Resolution provider. Downsizr will nominate an approved ADR provider on request. UK Consumers also retain their right to refer matters to Trading Standards or pursue an action in the English courts (§ 26).
22.2 US users. For disputes that proceed beyond §§ 17-21, § 31 of these Terms applies (AAA arbitration).
22.3 Cost allocation for external ADR referrals. Downsizr pays up to £400 / $500 per referral for UK approved ADR. In other cases, costs may be shared between the parties per ADR provider rules.
22.4 Downsizr does not receive compensation for resolving Disputes in its own favour. Administrator decisions are independent.
This Part VII applies if your registered account country is the United Kingdom. If your account country is the United States, go to Part VIII.
23.1 These Terms, and any dispute arising from or in connection with them, are governed by the laws of England and Wales.
24.1 Nothing in these Terms overrides any statutory right you have as a Consumer under English law, including under:
(a) the Consumer Rights Act 2015 — including the requirement that digital content and services be of satisfactory quality, as described, and fit for purpose;
(b) the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 — including your right to cancel certain distance contracts within 14 days;
(c) the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015;
(d) the Unfair Terms in Consumer Contracts provisions of Part 2 of the CRA 2015.
24.2 If any provision of these Terms conflicts with your UK consumer statutory rights, the statutory rights prevail.
25.1 You may raise a complaint with Downsizr at any time at support@downsizr.com. We will acknowledge within 2 working days and respond within 15 working days.
25.2 You may also:
(a) contact Citizens Advice consumer service (0808 223 1133 or adviceguide.org.uk) for free advice;
(b) refer the matter to an approved Alternative Dispute Resolution provider (§ 22.1);
(c) in relation to data protection, complain to the Information Commissioner's Office (ico.org.uk);
(d) pursue the matter in the English courts (§ 26).
26.1 The courts of England and Wales have exclusive jurisdiction over any dispute not resolved under Part VI of these Terms, save that:
(a) you retain your statutory rights under regulation 7 of the Civil Jurisdiction and Judgments (Amendment) Regulations 2020 and similar provisions allowing a UK Consumer to bring proceedings in the courts of your country of residence;
(b) Downsizr may bring proceedings in the courts of a User's residence where necessary to enforce an Administrator decision or protect Downsizr's interests.
This Part VIII applies if your registered account country is the United States. Part VIII contains mandatory arbitration and class-action waiver provisions.
Your right to opt out of arbitration. You may opt out of the arbitration provisions by sending a written notice to legal@downsizr.com within 30 days of first accepting these Terms. Your notice must include your full name, Account email, and a statement that you opt out of arbitration. Opting out does not affect any other part of these Terms.
27.1 These Terms, and any dispute arising from or in connection with them, are governed by the laws of the State of California, without regard to its conflict-of-laws principles, except that the Federal Arbitration Act (9 U.S.C. § 1 et seq.) governs the interpretation and enforcement of § 31.
28.1 Nothing in these Terms overrides any statutory right you have as a Consumer under US federal or California state law, including under:
(a) the Federal Trade Commission Act § 5 (15 U.S.C. § 45);
(b) the California Consumers Legal Remedies Act (Civil Code § 1750 et seq.);
(c) the California Consumer Privacy Act / California Privacy Rights Act;
(d) California's Unfair Competition Law (Business and Professions Code § 17200 et seq.) and False Advertising Law (Business and Professions Code § 17500 et seq.);
(e) equivalent consumer statutes in any other US state of your residence.
28.2 If any provision of these Terms conflicts with mandatory US consumer statutory rights, the statutory rights prevail.
29.1 You may raise a complaint at support@downsizr.com. We will acknowledge within 2 US business days and respond within 15 US business days.
29.2 You may also:
(a) contact your state Attorney General or consumer-protection agency (for California, the California Department of Justice, oag.ca.gov);
(b) file a complaint with the Federal Trade Commission (reportfraud.ftc.gov);
(c) follow the Dispute process in Part VI;
(d) pursue small-claims remedies under § 30;
(e) invoke arbitration under § 31.
30.1 Notwithstanding § 31, you or Downsizr may bring an individual action in small-claims court where the amount in dispute is within that court's jurisdictional limit and the action is not brought on a class or consolidated basis.
30.2 If either party raises a dispute that is both (a) within small-claims jurisdiction and (b) initially asserted as arbitrable, the other party may elect to have the dispute heard in small-claims court instead.
READ THIS SECTION CAREFULLY. It affects your legal rights. You may opt out within 30 days by sending written notice as described at the top of Part VIII.
31.1 Any dispute, claim, or controversy arising out of or relating to these Terms, the Services, or your use of the Services (except for disputes that proceed in small-claims court under § 30) will be resolved by binding individual arbitration administered by the American Arbitration Association (AAA) under its Consumer Arbitration Rules.
31.2 The arbitration will be conducted in the English language.
31.3 Location. Arbitration hearings will be conducted:
(a) by telephone or videoconference, or by submission of written evidence only, where the amount in dispute is less than US $10,000;
(b) in-person in the county or district of your residence (or another place you nominate in writing) where the amount in dispute is US $10,000 or more.
31.4 Fees. The AAA Consumer Arbitration Rules govern filing, administrative, and arbitrator fees. Downsizr will pay all fees payable by a consumer under the AAA fee schedule where the Consumer Arbitration Rules so require. This does not relieve you of your own legal costs, which remain your responsibility.
31.5 The arbitrator's authority. The arbitrator has exclusive authority to resolve any dispute under these Terms, including:
(a) issues regarding the formation, scope, or enforceability of § 31;
(b) interpretation of the Terms;
(c) any claim by either party for damages or other relief.
The arbitrator does not have authority to conduct any proceeding on a class, collective, or representative basis.
31.6 Class-action waiver. You and Downsizr each agree that any arbitration or legal action under these Terms will be conducted only on an individual basis and not as a class, collective, or representative action.
(a) No party may be a class representative or class member in any class, collective, or representative action.
(b) No arbitrator may consolidate more than one individual's claims or preside over any form of representative or class proceeding.
(c) This waiver does not apply to a representative action brought under California's Private Attorneys General Act (PAGA) where applicable law prohibits such a waiver; any PAGA action must still be brought in an individual capacity to the extent permitted by law.
31.7 Severability of arbitration provisions. If § 31.6 is held unenforceable as to a particular claim or form of relief, then that claim or form of relief (and only that claim or form of relief) must proceed in court under § 27.1, while the remainder of this § 31 continues to apply to all other disputes.
31.8 Mass-arbitration protocol. If 25 or more similar arbitration claims are filed against Downsizr by the same law firm or coordinated representation within a 60-day window:
(a) the parties agree to an initial tranche of 10 claims, selected 5 by each side, to proceed as "bellwether" cases on the merits;
(b) all other filings in the coordinated set are stayed pending outcome of the bellwethers;
(c) after the bellwether decisions, the parties will engage in good-faith global mediation before any further individual claims proceed;
(d) Downsizr will pay the AAA mass-arbitration fees in accordance with the AAA's rules.
31.9 Jury trial waiver. You and Downsizr each waive the right to a trial by jury, to the extent permitted by law.
32.1 Any claim must be filed within one (1) year of the event giving rise to the claim, or it is permanently waived, except where a shorter or longer period is required by applicable law.
33.1 For any dispute that is excluded from arbitration under § 31 or where arbitration has been waived, the state and federal courts located in San Francisco County, California have exclusive jurisdiction, except that:
(a) Downsizr may bring proceedings in any jurisdiction to enforce an Administrator decision, an arbitration award, or to protect its intellectual property;
(b) you may bring small-claims actions under § 30 in the small-claims court of your residence.
34.1 We may change, suspend, or discontinue the Services at our discretion. Material adverse changes to paid Services will be notified at least 30 days in advance.
34.2 We may amend these Terms from time to time by posting the revised version and notifying you. Material changes take effect 30 days after notice; other changes take effect on posting. Continued use after the effective date is acceptance.
34.3 If you do not accept an amendment, you must cease using the Services and close your Account before the amendment takes effect.
35.1 Downsizr is not liable for delay or failure due to events beyond our reasonable control, including acts of God, war, terrorism, civil unrest, pandemic, governmental action, telecommunications failure, failure of Stripe or another third-party provider, or industrial dispute.
36.1 Notices to Downsizr: legal@downsizr.com, or Q Bend Limited, 71-75 Shelton Street, London WC2H 9JQ.
36.2 Notices to you will be sent to the email address on your Account.
37.1 You may not assign your rights or obligations without our prior written consent.
37.2 Downsizr may assign these Terms in connection with a merger, acquisition, corporate reorganisation, or sale of assets, without notice.
38.1 If any provision of these Terms is held unenforceable, the remaining provisions continue in full force.
38.2 These Terms, together with the Partner Terms (if applicable) and the Privacy Policy, constitute the entire agreement between you and Downsizr in respect of the Services.
39.1 These Terms are drafted in English. Translations are for convenience only; the English version prevails in case of conflict.
40.1 No failure or delay by Downsizr in exercising a right is a waiver of that right.
40.2 You and Downsizr are independent parties. No partnership, agency, joint venture, or employment is created by these Terms.
40.3 Headings are for convenience only and do not affect interpretation.
40.4 References to a statute, statutory instrument, or regulation include any amendment, replacement, or consolidation.
v2.0 — 17 April 2026 — Consolidated Terms inline Territory Schedules (UK and US) and the Dispute Resolution Policy. Major revisions to reflect simultaneous US and UK launch, Stripe Connect destination-charge model, open-access Partner onboarding, Professional user category, and trading-stock prohibition.
v1.x — superseded.
Q Bend Limited, 71-75 Shelton Street, London WC2H 9JQ. Company no. 16792208.