How buyer protection works on the Marketplace

Every Marketplace order is protected from checkout until you confirm you've received the item you ordered.

When you pay

The item price, service fee and VAT are held securely by Energywallet. The delivery fee goes to whoever delivers your order.

While you wait

Track your order in the app as it moves from paid to processing to delivered.

When it's delivered

You have 24 hours to check your item:

• Everything matches the listing? Tap Confirm receipt, and the payment is released to the vendor.
• Something's wrong? Tap Raise a dispute. Our support team works with you and the vendor while your payment stays held.
• Do nothing? When 24 hours pass without a dispute, the payment is released to the vendor automatically.

What's covered

Buyer protection covers receiving the exact item you saw and paid for. It's there to make sure what arrives matches the listing.

Learn more on our Marketplace page.