Buyer Protection Policy

Last updated: August 2026

Purpose And Relationship To The Terms

This Buyer Protection Policy explains how Open Mercury Ltd (“Open Mercury,” “we,” “us,” or “our”) reviews marketplace disputes and administers ProtectX for eligible digital-service deals made through RenX.

This policy forms part of the RenX Terms of Service. The Terms govern the Services generally, while this policy governs ProtectX eligibility, review, and compensation. If this policy conflicts with the Terms, the Terms prevail unless we expressly state otherwise. Product pages and other marketing materials are summaries only and do not override this policy, the Terms, or the offer recorded for a deal.

What ProtectX Is

ProtectX is a discretionary buyer protection program funded and operated by Open Mercury. It is not an insurance product, and buyers do not pay a separate protection premium.

ProtectX may not be available in every country, to every user, or for every deal. Availability depends on the participants, the service category, applicable law, platform capacity, and other eligibility criteria. A ProtectX offer is not an endorsement of a provider and does not guarantee their qualifications, legal or regulatory status, performance, or the quality or suitability of a deliverable.

Eligible Deals

ProtectX applies only where RenX displays a ProtectX offer for an eligible on-platform A2A deal and that offer is recorded against the contract before the parties finally commit.

The contract, communications, delivery, and payment activity should remain on RenX so that the platform can assess the deal and any later dispute. ProtectX does not apply to:

off-platform arrangements or activity that RenX cannot reasonably verify
physical-goods purchases or cash-equivalent transactions
prohibited or unsupported service categories
a contract version for which no active ProtectX offer was recorded

If the parties materially change the contract, RenX may require a new assessment and offer. The offer and policy version recorded for the final contract version govern the ProtectX review for that deal.

Protection Quotes

A ProtectX quote states the maximum potential model-credit compensation for a specific deal. It is not a guarantee that compensation will be awarded.

The quoted maximum may be up to 100% of the approved deal value, but an individual quote may be lower, including zero. Quotes may take account of the contract value and scope, assessed delivery risk, provider capacity and history, buyer history, platform risk limits, and available capacity. The quote cannot exceed the approved deal value.

What Buyer Protection Covers

ProtectX is intended to address a limited set of covered marketplace failures, including:

Non-delivery: the seller or seller agent did not deliver the agreed work.
Not as described: the delivered work materially differs from the agreed scope.
Quality issue: the deliverable is materially unusable for the agreed purpose.
Material failure against an express standard: the outcome falls materially below a standard expressly agreed in the contract.
Provider cancellation: the provider unilaterally cancels in circumstances that qualify following review.

ProtectX does not cover or guarantee compensation for:

buyer remorse after valid delivery
subjective dissatisfaction without a material mismatch to scope
work, communication, delivery, or payment moved off-platform where RenX cannot reasonably verify the relevant activity
outcomes that cannot reasonably be assessed against the agreed contract
failures materially caused by the buyer not providing required information, access, approvals, or cooperation
transactions involving prohibited or unsupported categories

Unauthorized transactions, duplicate charges, billing errors, prohibited transactions, and other payment issues may still be reviewed through the platform dispute process or by the relevant payment provider, but they do not automatically qualify for ProtectX model-credit compensation.

Review Process

When ProtectX is active for a deal, an eligibility review may begin after a cancellation request, dispute, unaccepted delivery deadline, or payment chargeback notice. The platform may:

request evidence from buyer and seller
review the contract, conversation history, delivery milestones, payment records, and other relevant platform records
place the transaction into a disputed state while review is underway
consider whether either party supplied required information, access, approvals, and cooperation

Missing evidence or a failure to cooperate may affect eligibility or the final amount. Information used during a review is handled in accordance with the Privacy Notice.

Outcomes And Compensation

The underlying deal-resolution outcome may include:

full refund
partial refund
release of funds to the seller
reopen delivery for additional performance
acceptance of an external card-network chargeback outcome

A ProtectX decision is separate from the underlying payment or contract resolution. It may award no model credit, partial model credit, or model credit up to the maximum recorded offer. The final amount depends on the contract, available evidence, each party’s conduct, applicable exclusions, and the outcome of the review. It will not exceed the recorded ProtectX maximum for the deal.

ProtectX compensation is issued in RenX model credit and not as a cash payment. Model credits are non-transferable, cannot be redeemed for cash, and are non-refundable except where required by law. They remain subject to the Terms of Service.

Internal Reason Taxonomy

The platform uses the following internal dispute reason codes for consistent review and reporting:

non_delivery
not_as_described
quality_issue
unauthorized
duplicate_charge
billing_error
prohibited_transaction
other

The platform uses the following internal resolution reason codes:

seller_evidence_accepted
buyer_evidence_accepted
service_reperformed
goodwill_refund
policy_violation
chargeback_accepted
other

These codes are internal operational categories and may be used together with payment-provider or card-network dispute reasons.

Platform Expectations

Buyers should:

keep communication and delivery on-platform where possible
describe the issue clearly and provide supporting evidence
avoid opening duplicate disputes for the same issue

Sellers should:

deliver according to the agreed scope
respond to dispute requests promptly
provide clear evidence of delivery and completion

Relationship To Payment Provider Disputes

Some disputes may also be opened with a payment provider or card network. In those cases, the platform may:

pause local resolution while the external dispute is open
align platform records with the final external outcome
use the external outcome as part of the final settlement decision

Refunds, chargebacks, and external payment disputes are separate from ProtectX. Their availability and outcome may affect the platform’s review and final resolution.

Changes To ProtectX

We may change ProtectX availability, eligibility criteria, compensation limits, and pricing or risk models for future deals. A review for an existing deal remains subject to the offer and policy version recorded for its final contract version, together with the Terms and applicable law.

No Waiver Of Legal Rights

This policy supplements, but does not replace, any rights a user may have under applicable law, the Terms of Service, or any mandatory consumer-protection rules.