# Frequently Asked Questions (FAQ) 📌

## General Questions

What is Marketplace?

Marketplace is an online marketplace where independent sellers list their products and services. Our goal is to provide a convenient and secure shopping environment — we do not manufacture or sell products ourselves.

How do I register on the platform?

Registration is easy: open our app within Telegram. Your profile will be created automatically as soon as you log in.

Is it safe to buy on the site?

Absolutely! All transactions are protected by modern encryption technologies (PCI DSS and 3D Secure). Your banking details are securely stored separately from our system.

## Placing an Order

How do I place an order?

1️⃣ Find the product you like and add it to your cart.
2️⃣ Open the cart and click "Place Order".
3️⃣ Enter your delivery address and contact information.
4️⃣ Choose a convenient payment method.
5️⃣ Review and accept the public offer agreement.
6️⃣ Complete the payment for your order.

Can I make changes to my order after purchase?

If the seller has not yet shipped the product, contact our support — we will help adjust the order. However, once the product has been shipped, changes are not possible.

How do I cancel an order?

Contact us or the seller directly through order chats. As long as the package has not been shipped, cancellation is possible with a full refund.

## Payment 💳

What payment methods are available?

We accept:

- Bank cards: Visa, MasterCard, MIR,
- Fast Payment System (FPS),
- Electronic wallets: YooMoney, QIWI,
- Cash on delivery (if offered by the seller).

When will funds be charged from my card?

The transaction is processed instantly, but the funds are temporarily held until you receive the product. Once you confirm receipt, the funds are released to the seller.

Why might my payment be declined?

Possible reasons for decline:

- Insufficient funds in the account,
- Card transaction limit exceeded,
- Card blocked by the bank,
- Technical issues.

We recommend contacting your bank for details.

Will I receive a payment receipt?

Yes, an electronic receipt will be sent to your specified email immediately after a successful payment in accordance with Federal Law No. 54-FZ.

## Delivery 🚚

Which delivery services are used?

Digital products: Marketplace automatically sends digital products (licenses, keys, certificates) to your email or personal account instantly after payment.

Physical products: The seller works independently with leading delivery services:

- CDEK,
- Russian Post,
- Boxberry,
- DPD,
- Yandex.Delivery.

The delivery method for physical products is chosen based on the seller's preferences and destination.

How much does delivery cost?

Digital products: Delivery is free — the product arrives to your email instantly.

Physical products: The price is determined by the seller and depends on the weight, dimensions, chosen method, and delivery region. The final cost is displayed at checkout.

What is the delivery time for my order?

Digital products: Instant delivery to email (within a few minutes after payment).

Physical products (estimated times):

- CDEK: 2–7 business days,
- Russian Post: 5–14 business days,
- Boxberry: 2–5 business days,
- DPD: 1–3 business days,
- Yandex.Delivery: same day (if available in your city).

How do I track my package?

You will receive a tracking code via email and can view the order status in your personal account. You can track the package on the official website of the chosen courier service.

What should I do if the product arrived damaged? ⛑

Inspect the product in front of the courier. If defects are found, fill out a refusal of acceptance report and immediately notify the seller and support service.

## Returns and Exchanges ✅

Can I return a product?

Yes, the law allows you to return a quality product within 7 days of receipt. Defective items are returned under special rules.

Which products cannot be returned?

Products listed in Russian Government Decree No. 2463 cannot be returned: medications, cosmetics, underwear, activated digital products, and custom orders. See details in the "Return Policy" section.

How do I get a refund?

1. Notify the seller of your intention to return the product.
2. Return the product in its original packaging.
3. The seller will inspect the product and refund the amount using the same payment method (up to 30 days for the refund to process).

Who pays for return shipping?

The buyer pays for return shipping of quality products. If a defect is found, the seller covers the costs.

## Warranty 🔧

Is there a warranty on products?

Most of our products come with an official manufacturer's warranty. The period ranges from 12 to 36 months and is indicated on each product page.

How do I use the warranty?

Notify the seller of the defect, attaching photos of the damage and the warranty card. The seller will handle repair or replacement of the product.

What is not covered by warranty?

Mechanical damage, consequences of improper use, unauthorized repair, moisture exposure (if not protected), and natural wear — none of these are covered under warranty.

## Security and Privacy 🔐

How do you protect my personal data?

We use modern SSL/TLS encryption methods, do not store card details, and comply with Federal Law No. 152-FZ on personal data protection. Details are available in our Privacy Policy.

Who has access to my data?

Only your seller for order processing and delivery services. Data is not used by third parties for marketing without your permission.

How do I delete my account?

Send a request to our support service to delete your account. The account and personal information will be removed within one month.

## Information for Sellers 📋

How do I start selling on the platform?

To join our sellers, contact our support service by email at the Contacts page.

What is the platform's commission?

The commission depends on the product type and sales volume. You can find out the exact terms during registration.

When will I receive payment for a sale?

The seller receives funds after the customer confirms receipt of the product or two weeks after delivery if the customer has not reported any issues.

## Customer Support 💬

How do I contact support?

✉️ Email: the Contacts page
📞 Phone (Russia): +7 (926) 459-31-57
📞 Phone (Armenia): +374 94 86 18 16
🏢 Office hours: 10:00–19:00 (MSK)
❄️ Technical support is available 24/7.

How long does it take to get a response?

During business hours, you will receive a response within two hours. On holidays and weekends, delays of up to 24 hours are possible.

## Need Help?

If you have any additional questions, please contact us at the Contacts page — we will promptly resolve any of your questions!