Buyer Policy

1. Purpose and Legal Position

This Policy explains how buying through Yocota works: checkout, receipt, access to the product, support, refunds and disputes. It protects buyers against non-delivery, failed access, misleading descriptions and unauthorised or duplicate charges, and protects honest sellers against false claims and abuse.

It does not remove mandatory rights. Where consumer, electronic transaction or payment rules give you stronger rights, those rights apply. It is aligned with the South African Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, the United States FTC Act and, where applicable, the EU Consumer Rights Directive.

2. Yocota's Role in Buyer Transactions

You buy through the Yocota checkout. Payments are processed by a licensed payment service provider. The seller is responsible for the product itself, its content, quality and support; Yocota runs the checkout, delivery, buyer protection and dispute process, and may contact you directly about your purchase.

3. Checkout Disclosure and Affirmative Consent

Before you pay, the checkout shows the product, the seller, the total price and currency, how access is delivered and the support contact. By completing the purchase you confirm that you accept this Policy, the product terms shown and the Privacy Policy. If you do not agree, do not complete the purchase.

4. Product-Specific Terms

Each product may show its own refund, delivery, access or cancellation terms on the product page or checkout. They apply together with this Policy but cannot remove your mandatory rights. If they are missing or unclear, the transaction is interpreted based on the checkout record, the evidence and applicable law.

5. Required E-mail, Receipt and Access

A valid e-mail address is required. After payment, you receive the access to the product and the purchase details by e-mail and, if you provided it, by WhatsApp. Keep this e-mail: it is also used to verify you if you need a refund. If you entered a wrong e-mail, contact support so we can verify your purchase.

6. Support Channel

If you have a problem with access or the product, contact Yocota support by e-mail at suporte@yocota.com or on WhatsApp at +27 81 898 7082. Refund requests and disputes are opened on the dispute page at yocota.com/disputa, which keeps your request, the evidence and the outcome on record.

7. Buyer Protection Process

Yocota Buyer Protection encourages you to report problems to Yocota before disputing a payment with your bank, so that we can contact the seller, review the evidence and resolve legitimate claims faster.

You can ask for a review if you did not receive access or delivery within the disclosed timeline, access failed, the product is materially different from its description, the seller does not respond, the charge was unauthorised, duplicated or incorrect, or a subscription was renewed or not cancelled as agreed.

Opening a claim does not guarantee a refund. Yocota reviews the product terms, the checkout record, the evidence from you and the seller, delivery and access records and applicable law, and may approve a refund, a partial refund, a correction of access or delivery, a replacement, or deny the claim.

8. Refund and Internal Dispute Workflow

• Go to yocota.com/disputa and enter the e-mail used for the purchase;
• Open the secure link we send to that e-mail and choose the purchase and the reason (the online form accepts purchases made in the last 14 days; for older purchases, contact support);
• Yocota verifies the order and payment, notifies the seller and may request evidence from both parties within deadlines it sets;
• Yocota may decide without waiting for the seller if the seller does not respond, cannot prove delivery or access, or provides false evidence;
• The decision is sent by e-mail. Approved refunds are made to the same payment method; the time it takes to appear depends on your bank or provider.

9. Holds on Supplier Proceeds

When a refund request or dispute is opened, Yocota may pause the product and, where the payment model supports it, hold the related seller proceeds while the case is reviewed. A hold preserves the amount; it does not decide the outcome.

10. Physical Products and Delivery

Physical products must show the delivery timeline, shipping method, tracking, return process and support contact before payment. The seller may be required to provide proof of stock, dispatch, tracking and delivery. If the seller cannot prove shipment or delivery, misses the promised timeline or ships materially different goods, the buyer may be refunded. Damaged or incomplete items should be reported with photos as soon as possible.

11. Digital Products, Online Services and Instant Access

Digital products are delivered by a link sent by e-mail and WhatsApp as soon as the payment is confirmed. If access does not arrive or does not work, contact support right away. Refunds may be denied or limited where records show the product was received, accessed or used and matched its description, unless the law or provider rules require otherwise. Refunds are approved where access was not delivered or failed, the product was materially different or misrepresented, the seller did not respond or the charge was unauthorised.

12. Services, Subscriptions and Recurring Billing

Where recurring billing is enabled for a product, the checkout must show the amount, frequency, renewal date and how to cancel, and you must authorise it. You can ask for a review if you were renewed without proper disclosure or your cancellation was not respected.

13. Custom-Made, Personalised, Pre-Order and Restricted Products

Custom-made, personalised, pre-order, time-limited or restricted products must show their special terms before payment, including expected delivery dates for pre-orders. Refunds may be limited where you received what was described and the law allows it, but are still approved for non-delivery, defects, misrepresentation or unauthorised charges.

14. Refund Eligibility Principles

• Non-delivery or failed access: refund or correction of access;
• Product materially different from its description: refund or partial refund;
• Unauthorised, duplicate or incorrect charge: refund after verification;
• Product received, accessed or used as described: refund may be denied, unless the law requires otherwise;
• False claims or abuse of refunds may lead to refusal of future purchases.

15. Evidence Standards

We may consider the checkout record, payment confirmation, delivery messages, access and download records, tracking and delivery proof, the product description, support communications and any screenshots, photos or documents you or the seller provide.

16. Chargebacks, Bank Disputes and Internal Resolution First

Please use the Yocota dispute process before disputing a payment with your bank. It is usually faster and keeps a clear record. If you file a chargeback directly, Yocota may suspend the related access and contest the chargeback with the evidence available.

17. Buyer Obligations and Prohibited Buyer Conduct

Buyers must provide accurate information, must not use stolen payment methods, must not share or resell purchased content unless allowed, and must not make false claims or abuse refunds or chargebacks.

18. Data Sharing, Privacy and Records

The seller receives the information needed to give you access and support. Purchase and dispute records are kept as described in the Privacy Policy.

19. Operational Controls

Yocota may verify orders, block suspicious payments, pause products under review and limit accounts involved in fraud or abuse, to protect buyers and sellers.

20. Legal Reference Framework

Consumer Protection Act 68 of 2008; Electronic Communications and Transactions Act 25 of 2002; Protection of Personal Information Act 4 of 2013; United States FTC Act and E-SIGN Act; and, where applicable, the EU Consumer Rights Directive 2011/83/EU and card network rules.

21. Contracting Entity and Governing Terms

This Policy forms part of the Terms of Service, whose contracting entity and governing law rules apply, without affecting the mandatory consumer rights of your country of residence.

22. Changes, Suspension and Contact

For help with a purchase, write to suporte@yocota.com, message us on WhatsApp or open a dispute at yocota.com/disputa. We may update this Policy; changes apply to purchases made after publication.

Technology and platform:

Yocota LLC, domestic limited liability company (New Mexico registration no. 0008092470), 1209 Mountain Road Pl NE, Ste R, Albuquerque, NM 87110, United States

South African operations:

YOCOTA (PTY) LTD (registration no. 2026/831703/07), 11 Gwezi Street, Dunoon, Milnerton, Cape Town, Western Cape, 7441, South Africa

E-mail:

suporte@yocota.com

Phone / WhatsApp:

+27 81 898 7082

Website:

yocota.com