Moolah Consumer Protection (MCP)

For Buyers

Secure Your Purchase:
When you use the "Buy Now" option, your transaction is protected by Moolah’s Consumer Protection Program. This includes eligibility for a refund if the item does not arrive or is significantly different from the listing. Buyers also have access to Moolah’s support team for assistance.
Note: Opting out of protection means these benefits will not apply to your purchase.
Protection Fee:
A 4.5% protection fee is charged on the transaction value to activate this coverage. This fee is non-refundable.
Coverage Limits:
The program covers items valued up to SGD 25,000. Please note that service-based purchases are not eligible for Moolah Protection, including but not limited to properties, cars, air-conditioning services, etc.
Default Coverage:
Items bought through Moolah’s livestream and auction events have Moolah Protection pre-selected at checkout, with the option for users to opt out if they choose.
Eligible Payment Methods:
Moolah Protection applies to transactions completed with Moolah-approved payment methods through the platform, including but not limited to Visa/Mastercard Debit/Credit Cards and PayNow.
Delivery Costs:
Buyers are responsible for both the original delivery and return shipping costs if the item is eligible for return.

What's Covered Under Moolah Protection?

Item Not Received:

If you’ve selected tracked shipping and the item doesn’t arrive, you’re eligible for protection. Untracked shipping does not qualify.

Item Not as Described:

If the item significantly differs from the original listing, you are covered. An item is considered “not as described” if:

Condition Mismatch:

The item’s condition doesn’t match the description, or undisclosed issues affect functionality.

e.g. A seller lists a vintage camera as "in perfect working condition," but upon arrival, the buyer finds it has a cracked lens and cannot take photos.

Event Entry Passes:

The event type, date, or seating details are different from those listed:

e.g. A buyer purchases tickets for a concert on a specific date, but receives tickets for a different event altogether.

Model or Specifications:

The model, colour, size, or version is different from what was described.

e.g. A buyer orders a blue size M jacket, but receives a red size L jacket instead.

Missing Parts or Key Features:

Critical components or features are absent, or there are other significant discrepancies

e.g. A seller advertises a gaming console that includes two controllers, but the buyer receives the console with only one controller.

3.

Claim Process:

To submit a claim, go to Order History and select the item under the Completed tab. Items must be returned within 7 days in their original condition. If the seller approves the claim, the buyer must arrange delivery to send the item back. Once the seller receives it, the refund will be processed. If the seller declines, Moolah will review and make the final decision.

Moolah Protection Activation:

Moolah Protection is active only when selected at checkout and payment is made. It safeguards the order from purchase to delivery. After receiving the parcel, there’s a 7-day window to raise a dispute. If receipt isn’t confirmed within 7 days, the system will automatically mark the order as received and completed.

For Sellers

Add Peace of Mind:
Sellers can offer Moolah Protection for items priced up to SGD 25,000, which enhances buyer confidence. Please note that service-based items are not eligible for this feature, including but not limited to properties, cars, air-conditioning services, etc.
Approved Payments Only:
Transactions must be processed via Moolah's supported payment methods for Moolah Protection to apply.
Default Coverage for Livestream & Auction Sales:
Products sold through Moolah’s livestream or auction platforms have Moolah Protection pre-selected by default, with the option for buyers to opt out at checkout.
Return Shipping Costs:
If an item is returned, the buyer is responsible for the return shipping costs, unless proof shows that the item was damaged or missing during delivery, in which case a third-party delivery partner, such as SingPost, will handle the situation.
Seller Responsibilities:
Sellers must deliver items as described. If a buyer raises a dispute for an item significantly not as described within the allowed timeframe, they may receive a refund of the product cost, excluding shipping and protection fees (applicable to products only). Processing fees remain absorbed by the seller.
Disputes may affect a seller’s rating and repeated violations can lead to suspension or termination of the account.

Benefits of Offering Consumer Protection

Transaction Safety:
Sellers can provide secure, verified transactions through the "Buy Now" with Moolah Protection feature.
Secure Payments:
Buyers can securely pay using Moolah-approved payment methods, including but not limited to Visa/Mastercard Debit/Credit Cards and PayNow.
Shipping Made Simple:
Sellers enjoy shipping discounts through Moolah’s trusted logistics partners, trimming down fulfilment costs. Buyers pay the standard shipping fee but these savings help sellers offer better prices, keep listings attractive, and deliver with care. It’s a win all around!
Flexible Shipping Options:
Offer a variety of shipping methods such as same day, next day and others, supported by third-party delivery partners.
Dispute Resolution Support:
Moolah provides impartial mediation support to resolve disputes fairly.

MCP Program Summary

Moolah Protection program is designed to support buyers at every stage, from purchase to delivery, ensuring a secure shopping experience. Here's a quick overview:

ISSUE TYPE	COVERED SCENARIOS	NOT COVERED SCENARIOS
Item Not Received	- Valid only for tracked delivery - Status marked as "Lost or Missing" (covered by the third-party delivery partners)	- Untracked mail - Incorrect address - Delayed delivery
Item Not as Described	- Incorrect item or version sent - Significant difference from listing photos - Damaged in transit (covered by the third-party delivery partners)	- Subjective issues (e.g., colour difference) - Labelled as faulty - Minor wear
Additional Exclusions	- Virtual items, services, and warranties - Bundled items lacking clear descriptions	- Items received by third parties - Disputes raised after window expiration

Eligibility & Requirements

Eligible Payments:
Only in-app payments qualify, including but not limited to Debit/Credit cards, and PayNow.
Return Condition:
Buyers must return items in the original condition for a refund.
Courier Guidelines:
Senders should choose a courier with adequate insurance; Moolah will not cover untracked or lost parcels.
Dispute Window:
Buyers have 7 days after receiving the courier to raise a dispute. If no dispute is raised within this time, the system will automatically close the window for any further dispute.

How Consumer Protection Works

Eligibility & Requirements

1.Purchase:

Moolah Protection is pre-selected by default at checkout and is activated once you complete the payment. Buyers have the option to opt out before finalising the purchase.

2.Delivery:

Moolah's Consumer Protection covers issues such as non-delivery (if tracked through a third-party shipping provider, such as SingPost) and significant mismatches with item descriptions.

3.Dispute Window:

Buyers can raise a dispute within 7 days of receiving the courier if there are any issues. Failure to confirm delivery within 7 days will result in automatic confirmation.

Key Responsibilities

Buyers:
Ensure accurate delivery address and opt for tracked delivery to be eligible for a refund. Any disputes must be raised within the 7 days window.
Seller Responsibilities:
Sellers must deliver items as listed. If a buyer disputes an item that is significantly not as described within the given timeframe, they may receive a refund of the product cost. Shipping, protection, and processing fees are non-refundable. Disputes can impact seller ratings, and repeated issues may lead to suspension or termination.

With Moolah’s Consumer Protection program, buyers can feel confident in their purchases, knowing they are safeguarded at each step of the transaction. Happy shopping!