These Terms of Service ("Terms") govern your access to and use of the Reefsy platform. Please read them carefully before using our service.
1. Acceptance of Terms
By creating an account or using Reefsy , you agree to be bound by these Terms. If you do not agree, do not use our service. You must be at least 18 years old to use Reefsy . By registering, you confirm you are 18 or over.
2. Description of Service
Reefsy is a UK-based online marketplace for reef keeping enthusiasts and businesses. We provide a platform for buying and selling aquarium livestock (corals, fish, invertebrates) and related products (equipment, supplements, dry goods).
Reefsy acts as an intermediary marketplace with escrow and buyer protection services. We are not the seller of any goods listed on the platform. We do not take ownership or possession of items at any point. However, we facilitate payments, hold funds in escrow until claim windows expire, administer the Buyer Protection programme, and resolve disputes.
Transactions are between buyers and sellers, with Reefsy providing the platform infrastructure, payment processing, and dispute resolution services described in these Terms.
3. User Accounts
You must provide accurate, current, and complete information when creating your account. You are responsible for maintaining the confidentiality of your login credentials and for all activity under your account. Notify us immediately if you suspect unauthorised access.
Account types include individual (hobbyist) accounts and business accounts. Business sellers may need to provide additional information including business registration details and VAT number where applicable.
You may not create multiple accounts to circumvent platform rules, fee thresholds, or account restrictions. Each seller must maintain a single account linked to a unique Stripe Connect account.
4. Fees and Payments
All payments are processed through Stripe. Reefsy does not store your card details — Stripe handles all payment card data in accordance with PCI-DSS standards.
Seller Commission
Reefsy charges a commission on completed sales, deducted from the seller payout. Rates depend on seller type and sale value:
- Hobbyist sellers: 0% on sales under £50 per transaction, 3% on sales of £50 or above
- Business sellers (Pay As You Go): 5% on all sales
- Business sellers (Subscriber): 1% on all sales (requires active subscription)
Commission is calculated on the item subtotal (not including shipping). The platform retains commission even if a claim is later approved — the buyer protection refund covers the item price, not the platform commission.
Payment Processing
Stripe charges a payment processing fee (currently 1.5% + 20p for UK domestic cards). This fee is deducted from the seller payout. Reefsy does not take any margin on payment processing.
Buyer Protection Fee
Buyers may opt in to Buyer Protection on eligible items (see Section 6). The fee is 5% of the eligible item subtotal, with a minimum of £1.50. This fee is non-refundable once the order is placed, regardless of whether a claim is filed.
Escrow and Payout Timing
When a buyer pays for an order, Reefsy holds the funds until the claim window expires or the buyer confirms receipt. After the claim window closes without a dispute, funds are transferred to the seller minus commission and processing fees.
- Standard payout: 48 hours after expected delivery date
- New sellers (fewer than 10 completed shipments): additional 14-day hold
- High-value orders (over £500): additional 7-day hold
- Sellers with dispute rate above 5%: additional 7-day hold
Funds held in escrow do not earn interest for any party. Reefsy uses Stripe Connect with separate charges and transfers — the platform account holds funds until transfer to the seller.
Hobbyist Listing Limit
Hobbyist (individual) accounts are subject to a listing limit. If you need to list more items, upgrade to a business account. Current limits are displayed in your dashboard.
5. Business Subscriptions
Business sellers may subscribe to the Reefsy Business plan at £29.99 per month (plus 1% commission on sales). Subscriptions are billed monthly via Stripe and auto-renew until cancelled.
You may cancel your subscription at any time. Cancellation takes effect at the end of the current billing period — you retain subscriber benefits until then. No refunds are issued for partial billing periods.
If your subscription lapses or is cancelled, your commission rate reverts to the standard business rate (5%) for all subsequent sales. Active listings remain live but are subject to the higher commission rate.
6. Buyer Protection Programme
Eligibility
Buyer Protection is available only for items in DOA-eligible categories (live aquarium livestock: corals, fish, invertebrates). It is not available for dry goods, equipment, or items collected in person. You must opt in to Buyer Protection at checkout.
Cost
The Buyer Protection fee is 5% of the eligible item subtotal (price multiplied by quantity), with a minimum of £1.50 per item. The fee is applied only to eligible items in your cart and is non-refundable.
What Is Covered
- Dead on arrival (DOA): the animal is deceased at the time of delivery
- Damaged in transit: visible physical damage caused during shipping
- Not as described: the item materially differs from the listing description
- Missing items: items included in the order were not delivered
What Is Not Covered
- Change of mind or buyer remorse
- Death or health decline after the claim window has closed
- Cosmetic variations from listing photos (minor colour differences are normal for livestock)
- Issues caused by the buyer (incompatible tank conditions, improper acclimation)
- Items collected in person (collection orders are not eligible)
Claim Windows
You must file a claim within the applicable window. These are hard deadlines enforced by the system:
- DOA-eligible livestock: by end of the expected delivery day
- Standard items (where applicable): 48 hours after expected delivery
Evidence Requirements
All claims require evidence submitted at the time of filing. For DOA claims, you should provide video evidence showing the animal and its packaging at the time of receipt. Photos are also accepted. Evidence must show the item clearly. Claims without adequate evidence may be rejected.
Claim Process
- Buyer files a claim with evidence within the claim window
- Seller has 48 hours to review the claim and respond with counter-evidence if they wish
- If the seller does not respond within 48 hours, the claim proceeds to review without their input
- Reefsy admin reviews the claim and all evidence from both parties
- Admin issues a decision: approved (full refund), partially approved (partial refund), or rejected (no refund, payout released to seller)
Approved refunds cover the item price. The Buyer Protection fee and platform commission are not refunded. Refunds are processed via Stripe to the original payment method and typically arrive within 5-10 business days.
Orders Without Buyer Protection
If you do not opt in to Buyer Protection, or for non-eligible items, you must resolve any issues directly with the seller via the platform messaging system. Reefsy provides the communication tools but does not guarantee a refund for unprotected orders.
7. Seller Terms
Stripe Connect
To receive payouts, sellers must complete Stripe Connect onboarding (Express account). This involves identity verification managed by Stripe. Reefsy does not see or store your bank details — Stripe handles this directly.
Shipping Obligations
- You must ship orders promptly and provide a valid tracking number
- Items should be delivered within a reasonable timeframe
- Livestock should be shipped via next-day or express delivery services with appropriate packaging for live animals
- You must mark orders as shipped in the platform with accurate tracking details
Trust-Building Period
All new sellers are in a trust-building period for their first 10 completed shipments. During this period, if a DOA claim is approved against you, the platform will recover 100% of the refund amount from your payout (clawback). This protects the platform while you build a track record.
Graduated Accountability (After Trust Period)
After completing 10 shipments, your DOA clawback rate is determined by your rolling 90-day DOA rate:
- 0-5% DOA rate: 0% clawback (good standing — you keep your full payout)
- 5-10% DOA rate: 50% clawback (warning status)
- 10-20% DOA rate: 100% clawback (under review)
- Above 20% DOA rate: 100% clawback and account may be suspended
Regardless of the clawback rate, the buyer always receives a full refund for approved claims. The clawback determines how much of that refund is recovered from the seller versus absorbed by the platform.
Listing Accuracy
You are responsible for the accuracy of your listings including species identification, item condition, sizing, and photographs. Listings for livestock must accurately represent the specific animal being sold. All listing content may be reviewed for quality and compliance.
Seller payouts are calculated as: item price + shipping - commission - payment processing fee. See Section 4 for full fee details.
8. Live Animal Sales
Reefsy permits the sale of live aquatic animals including corals, marine and freshwater fish, and invertebrates. Sellers of live animals accept additional responsibilities:
- Package livestock appropriately for transit (insulated, heat/cold packs as needed, secure containers)
- Do not ship livestock in extreme weather conditions where animal welfare would be compromised
- Accurately identify species and disclose any known health issues
- Comply with all applicable UK animal welfare and wildlife trade regulations
- Use appropriate shipping services for live animals (next-day or express delivery recommended)
Dead on Arrival (DOA) Definition
An animal is considered "dead on arrival" if it is deceased at the time the buyer receives and opens the package. Stressed, bleached, or unhealthy-looking animals that are still alive do not qualify as DOA, though they may be subject to a "not as described" claim if the condition materially differs from the listing.
Prohibited Species
Sellers must not list species that are prohibited or restricted under UK law, including:
- CITES Appendix I species (without valid permits)
- Non-native invasive species listed under the Wildlife and Countryside Act 1981
- Species prohibited from trade under the Invasive Alien Species (Enforcement and Permitting) Order 2019
- Any species requiring special permits that the seller cannot demonstrate they hold
Sellers are solely responsible for ensuring their listings comply with all applicable wildlife trade regulations. Reefsy reserves the right to remove listings and suspend accounts where prohibited species are identified.
Consumer Cancellation Exemption
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, live animals are exempt from the 14-day cooling-off period that applies to most online purchases. Live animal purchases cannot be returned due to change of mind. This exemption is a legal requirement — live animals cannot be safely returned through the post. Your statutory rights under the Consumer Rights Act 2015 (goods must be as described, of satisfactory quality, and fit for purpose) are not affected.
9. Disputes and Claims
The claim process for orders with Buyer Protection is described in Section 6. This section covers additional dispute scenarios.
Orders Without Buyer Protection
For orders without Buyer Protection, buyers should first contact the seller through the platform messaging system to attempt resolution. If you cannot resolve the issue directly, you may contact Reefsy support, but we do not guarantee resolution or refund for unprotected orders.
Non-Delivery
If a seller marks an order as shipped but no delivery occurs, the buyer may raise a non-delivery dispute. Sellers must provide a valid tracking number. If tracking shows no delivery and the seller cannot provide evidence of dispatch, Reefsy may refund the buyer. Repeated failure to ship orders may result in account suspension.
Admin Decisions
For claims under the Buyer Protection programme, Reefsy admin has final decision authority. By using the platform and purchasing Buyer Protection, both buyers and sellers agree to accept the admin decision as binding. Admin decisions are based on the evidence provided by both parties.
Claim Rate Tracking
Reefsy tracks both buyer claim rates and seller DOA rates to identify patterns and prevent abuse. Excessive or fraudulent claims may result in account restrictions. Seller DOA rates are visible to buyers as a trust signal.
10. Prohibited Items and Conduct
Prohibited Items
The following items may not be listed on Reefsy:
- CITES-protected species without valid documentation
- Non-native invasive species prohibited under UK law
- Non-aquatic animals
- Prescription veterinary medications
- Counterfeit or stolen goods
- Items that are illegal to sell in the United Kingdom
Prohibited Conduct
Users must not:
- Attempt to complete transactions outside the Reefsy platform (including soliciting direct bank transfers, PayPal payments, or sharing contact details to avoid platform fees)
- Create multiple accounts to circumvent fees, listing limits, or account restrictions
- File fraudulent claims or fabricate evidence
- Manipulate reviews through fake purchases, review rings, or intimidation
- Scrape, automate access to, or reverse-engineer the platform without authorisation
- Harass, threaten, or abuse other users
- List items with deliberately misleading descriptions or photographs
Enforcement
Violations may result in: warning, temporary suspension, permanent account ban, or referral to law enforcement where appropriate. Reefsy reserves the right to remove listings, withhold payouts on disputed transactions, and terminate accounts at our discretion where these Terms are breached.
11. Content and Intellectual Property
Your Content
You retain ownership of content you post on Reefsy (listings, photos, reviews, messages). By posting content, you grant Reefsy a non-exclusive, worldwide, royalty-free licence to display, reproduce, and distribute that content as part of operating the platform. This licence ends when you delete the content or close your account, except where the content has been shared with other users (e.g., reviews remain visible).
Platform Content
The Reefsy name, logo, design, and software are the intellectual property of Reefsy . You may not copy, modify, or distribute any part of the platform without our written permission.
Reviews
Reviews can only be left by buyers who have completed a verified purchase. Reviews must be honest and relate to the actual transaction. Sellers may respond publicly to reviews. Reefsy does not edit reviews but reserves the right to remove reviews that contain abusive language, personal information, or are demonstrably fraudulent.
12. Platform Monitoring and Safety
Message Monitoring
To protect both buyers and sellers and maintain the integrity of the marketplace, Reefsy monitors messages for policy violations. Messages are automatically scanned for attempts to move transactions off-platform (e.g., sharing payment details, phone numbers, or email addresses). Messages that violate this policy may be blocked or flagged for review.
Fraud Detection
Reefsy uses automated systems to detect and prevent fraud, including buyer-seller pair tracking, claim rate monitoring, and suspicious activity detection. These systems help us maintain a safe marketplace. Users whose accounts are flagged may be subject to additional verification or restrictions. See our Privacy Policy for details on how this data is processed.
Content Review
Listings and user-generated content may be reviewed for quality, accuracy, and compliance with these Terms. This review may include automated tools. Reefsy reserves the right to remove or modify content that violates these Terms or applicable law.
13. Limitation of Liability
Reefsy provides the marketplace platform and associated services (payment processing, escrow, dispute resolution) on an "as is" basis. To the fullest extent permitted by law, Reefsy shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of the service.
Reefsy is not liable for the quality, safety, legality, or accuracy of items listed by sellers. We do not inspect, verify, or guarantee any livestock or products sold through the platform. Buyer Protection provides a claims process for eligible items but does not constitute a warranty or guarantee.
Our total liability for any claim arising from or related to these Terms shall not exceed the fees paid by you to Reefsy in the 12 months preceding the claim.
Nothing in these Terms limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be limited or excluded under English law. Your statutory rights as a consumer under UK law are not affected by these Terms.
14. Account Suspension and Termination
When We May Suspend or Terminate Your Account
- Breach of these Terms, including prohibited conduct
- DOA rate exceeding 20% (sellers)
- Repeated failure to ship orders
- Fraudulent claims or evidence fabrication
- Illegal activity or prohibited species listings
- Creating multiple accounts to circumvent restrictions
Where possible, we will notify you before or at the time of suspension with the reason. For serious violations (fraud, illegal activity), we may suspend immediately without notice.
Effect on Payouts
If your account is suspended, pending payouts for completed and undisputed orders will still be processed after any applicable hold periods. Payouts for orders with active disputes will be held until the dispute is resolved.
Closing Your Account
You may close your account at any time by contacting support. All active listings will be removed. Any pending orders must be fulfilled before closure. You may request deletion of your personal data — see our Privacy Policy for details.
15. Changes to These Terms
We may update these Terms from time to time. We will notify registered users of material changes via email at least 14 days before they take effect. The "Last updated" date at the top of this page indicates when the Terms were last revised. Continued use of the service after changes take effect constitutes acceptance of the updated Terms.
16. Governing Law
These Terms are governed by the laws of England and Wales. Any disputes arising from or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.
If any provision of these Terms is found to be unenforceable, the remaining provisions shall continue in full force and effect.
These Terms, together with our Privacy Policy and any policies referenced herein, constitute the entire agreement between you and Reefsy regarding your use of the platform.
Nothing in these Terms affects your statutory rights as a consumer under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.