Summary (not part of the contract)

This summary is provided for convenience only. The numbered sections below are the binding agreement.

• StarPets is an online platform that connects users who trade in-game items. We are not affiliated with Roblox Corporation or with any other game developer or publisher.
• Anyone aged 13 or over may register. If you are under 18, you may use the Services only with the permission of your parent or guardian.
• Selling items, FastSell, InstantSell, linking a game account for selling and withdrawing money are available only to users aged 18 or over.
• Before you confirm a trade, we show you your counterparty. When you trade with another user, your contract for the item is with that user, and we act for the seller: we conclude the sale on the seller's behalf, collect the price and arrange delivery.
• FastSell and InstantSell let you sell an item by accepting a purchase order placed by another user. Swap is an exchange of items between you and StarPets.
• Your Balance is money we hold for you so you can buy on StarPets or withdraw it. It is not a bank account, it is not electronic money and it earns no interest.
• Starcoins are units of account used in Swap. They have no cash value and cannot be transferred or exchanged for money.
• If something goes wrong with a trade, open a dispute before the trade closes. We will look at it and, where appropriate, refund you to your Balance.
• You can report illegal content or a rule breach to us at any time, and you can appeal any decision we take about your account or your listings.

Information for younger users

If you are under 18, here is what these Terms mean, in short. You need your parent's or guardian's permission to use StarPets. You can look around the site, buy items and use Swap, but you cannot sell items or take money out of StarPets. Never share your game password or your StarPets password with anyone, including people who message you pretending to be StarPets staff. If someone tries to trick you, or you see something on StarPets that upsets you or looks illegal, tell us at support@starpets.gg and tell an adult you trust. If you spent money on StarPets without your parent's permission, ask them to write to us and we will look at it.

1. INTRODUCTION AND SCOPE

1.1 These Terms of Service (the "Terms") govern your access to and use of the website starpets.gg, its subdomains, and any related application, interface or service that links to these Terms (together, the "Services").

1.2 The Services are provided by the companies named in section 2, referred to together as "StarPets", "we", "us" and "our". "You" means the person using the Services.

1.3 This version of these Terms applies to users resident in the United Kingdom, the United States and other countries outside the European Economic Area. The version that applies to you is determined by the country of residence recorded in your Account. Every version is published on the Services and you may read any of them at any time. Other StarPets websites are governed by their own terms.

1.4 By creating an account, placing an order, listing an item, using Swap or otherwise using the Services, you accept these Terms. If you do not accept them, do not use the Services.

1.5 These Terms incorporate by reference our Privacy Policy, our AML/KYC Policy, our Refund Policy, and the rules of any promotion or event you choose to take part in. Where a promotion rule conflicts with these Terms, the promotion rule prevails for that promotion only.

1.6 These Terms are published in English and in the other languages in which the Services are offered. Where a translation is published, it is the version of these Terms that applies in that language. If there is a conflict between the English version and a translation, the English version prevails, except where the law of your country of residence requires otherwise.

2. WHO YOU ARE CONTRACTING WITH

2.1 These Terms are entered into between you and the following companies: Makerix Ltd, incorporated in Hong Kong under company number 81119753, registered office Unit 1101, 11/F, Enterprise Square Tower 1, 9 Sheung Yuet Road, Kowloon Bay, Hong Kong; and Celoria Ltd, incorporated in England and Wales under company number 16353707, registered office Ground Floor, Devonshire House, 60 Goswell Road, London EC1M 7AD, United Kingdom (together, "StarPets", "we", "us", "our").

2.2 Each company has its own role. Makerix Ltd provides the Services, concludes the contracts described in these Terms other than those relating to payment, and is your counterparty in Swap. Celoria Ltd charges the payments you make and pays out the amounts you withdraw, as identified on the checkout screen and on your receipt, and is responsible only for the payments it handles. Each company is responsible only for its own obligations under these Terms. The companies are not jointly or jointly and severally liable, and no company is liable for the obligations of another. Each company may enforce only the rights that relate to its own role. Whichever company you write to, support@starpets.gg will pass your message to the company concerned.

2.3 Payments. Each payment you make is charged by the company named, together with its country and address, on the checkout screen before you enter your payment details and on your receipt. That company answers your questions about that payment, handles its refund and handles any chargeback.

2.4 Our general contact point for users is support@starpets.gg, and it will pass your message to the right company. Reports of illegal content and intellectual property notices go to abuse-reports@starpets.gg, and appeals and complaints to complaints@starpets.gg. You may contact us in English or Russian. We also accept messages in the other languages in which the Services are offered and will reply using translation where needed.

3. DEFINITIONS

3.1 In these Terms:

• "Account" means your registered user account on the Services.
• "Balance" means the monetary balance recorded in your Account, denominated in the currency shown in your Account.
• "Buyer" means a user who buys an Item through the Services.
• "Buyer Order" means a standing order to buy an Item at a stated price, placed on the Services by a user.
• "Quick Delivery" means the delivery service described in section 10.
• "FastSell" means the service described in section 11.
• "Game" means a third-party online game in which an Item exists.
• "InstantSell" means the service described in section 11.
• "Item" means a virtual in-game object, character, pet, currency unit, cosmetic or similar digital element that can be transferred inside a Game.
• "Listing" means an offer to sell an Item published on the Services by a Seller.
• "Manual Mode" means the peer-to-peer trading service described in section 9.
• "Seller" means a user who lists or sells an Item through the Services.
• "Starcoins" or "SC" means the units of account used in Swap, described in section 12.
• "StarPoints" means the loyalty points described in section 22.
• "Swap" means the item exchange service described in section 12.
• "Trade" means a transaction concluded through the Services.
• "Trader" means a person acting for purposes relating to their trade, business, craft or profession.

3.2 References to a statute or regulation include any amendment or replacement of it. Headings are for convenience only.

4. ELIGIBILITY AND AGE REQUIREMENTS

4.1 You may register for an Account if you are at least 13 years old and are not barred from using the Services under any applicable law or sanctions regime.

4.2 If you are under 18, or under the age of majority where you live if that is higher, you may use the Services only with the prior permission of your parent or legal guardian, who accepts these Terms together with you and is responsible for your use of the Services and for any payment made from your Account. By using the Services, you confirm that you have that permission.

4.3 The following features are available only to users aged 18 or over, or the age of majority where you live if that is higher:

• (a) listing, selling or transferring Items for money, in Manual Mode, Quick Delivery or otherwise;
• (b) FastSell and InstantSell;
• (c) linking a Game account for the purpose of selling;
• (d) withdrawing funds from your Balance to any external payment method.

4.4 Before you first use a feature listed in clause 4.3 you must confirm in the interface that you meet the age requirement. That confirmation is a statement made by you to us and you are responsible for its accuracy.

4.5 From [30 November 2026], before your first withdrawal you must also complete an age check carried out by us or by a provider acting on our behalf.

4.6 Identity verification connected with payments, including any check required under anti-money-laundering law, is carried out by the licensed payment institutions, acquirers and other payment providers through which top-ups and payouts are processed, under their own procedures. We may ask you to complete a check requested by a provider, and we may suspend, refuse or reverse a transaction where a provider requires it or where the check is not completed. We may also apply the measures in clause 13.8.

4.7 Swap is available to users under 18 with the permission of a parent or guardian. Swap does not allow you to sell an Item for money or to receive money. Buying Starcoins is a purchase of digital content from StarPets, and clause 4.2 applies to it as it applies to any other purchase.

4.8 We do not knowingly allow children under 13 to hold an Account. If we learn that an Account belongs to a child under 13, we will close it and refund any money in the Balance to the payment method from which it was paid, or, where that is not possible, to the parent or guardian on request.

4.9 You may hold only one Account unless we agree otherwise in writing. You may not use the Services on behalf of another person, except where a parent or guardian supervises the Account of a user under 18.

4.10 A parent or guardian who believes that a person under 18 has used the Services without their permission may contact us at support@starpets.gg. We will review the request and may cancel a transaction, refund a payment, restrict features or close the Account.

5. YOUR ACCOUNT

5.1 You must provide accurate registration information and keep it up to date. You must keep your login credentials confidential and not allow anyone else to use your Account.

5.2 You are responsible for everything that happens through your Account, unless the activity results from our failure to meet our own security obligations.

5.3 Tell us immediately at support@starpets.gg if you believe your Account has been accessed without your authorisation.

5.4 We will never ask you for your password, and we will never contact you inside a Game or on social media to ask you to transfer an Item outside the Services. Treat any such request as fraudulent and report it to us.

5.5 We may ask you for information or evidence, including proof that an Item or a payment method belongs to you, where this is needed to resolve a dispute, to respond to a request from a payment provider or to comply with a legal obligation. Checks of identity and source of funds for payment purposes are performed by our payment providers as described in clause 4.6.

6. LINKING A GAME ACCOUNT

6.1 Some features require you to link your Game account to your Account. Linking is done in the manner described on the linking page, where you give your consent before linking, and you may unlink your Game account at any time. Linking for the purpose of selling is available only to users aged 18 or over. Our Privacy Policy explains what data we process when you link.

7. GAMES, PUBLISHERS AND YOUR RESPONSIBILITY

7.1 StarPets is independent and is not affiliated with, endorsed by or sponsored by Roblox Corporation or any other game developer or publisher. Game names and Item names are used only to identify Items, and all trade marks remain the property of their owners.

7.2 Items are digital elements that exist only inside a Game and are controlled by its publisher. Neither we nor any Seller can guarantee that an Item will continue to exist, retain any function or retain any value. A publisher may change, restrict, duplicate, devalue or remove an Item at any time.

7.3 Your use of any Game is governed by your agreement with its publisher, and you are responsible for complying with it. Publishers may restrict Game accounts or remove or roll back Items transferred outside the Game. We are not responsible for such action unless it results from our breach of these Terms.

8. THE SERVICES IN OUTLINE

8.1 The Services allow users to buy, sell and exchange Items in the Games listed on the site from time to time.

8.2 The Services currently comprise:

• (a) Manual Mode: a peer-to-peer marketplace where the Seller transfers the Item to the Buyer in the Game (section 9);
• (b) Quick Delivery: a marketplace where delivery of the Item is carried out automatically through the Services (section 10);
• (c) FastSell and InstantSell: the sale of Items by accepting Buyer Orders placed by other users (section 11);
• (d) Swap: an exchange of Items between you and StarPets, settled in Starcoins (section 12);
• (e) supporting features: Balance, payments and withdrawals, promotions, referrals, StarPoints, events and support.

8.3 We may add, change, suspend or discontinue any feature, Game or Item category. Where a change materially affects you, we will give notice in accordance with section 28.

8.4 Our role. Before you confirm a Trade, the confirmation screen shows your counterparty. Where your counterparty is another user, the contract for the Item is between you and that user, and StarPets is not a party to it. We act for the Seller: we conclude the sale on the Seller's behalf on the terms shown, collect the price from the Buyer, hold it until delivery is confirmed and then credit it to the Seller, less our fees. We are not the seller of the Item and we do not acquire it. We do not provide money remittance, money exchange, electronic money or any other payment service to users; payments are executed by licensed payment providers. In Swap, your counterparty is StarPets.

8.5 The Services are not available in every country. We may block access from a country where we consider that offering the Services would be unlawful or would expose us or our users to unacceptable risk.

9. MANUAL MODE

9.1 In Manual Mode the Seller publishes a Listing, sets the price and describes the Item. We do not verify in advance that the Seller holds the Item.

9.2 The Buyer chooses an Item and then chooses a Listing on that Item's page, using the price, the Seller's public rating and reviews and the Seller's description.

9.3 When the Buyer places an order, the purchase price is deducted from the Buyer's Balance and held by us. It is not released to the Seller at that point.

9.4 The parties agree in the trade chat where and how to meet in the Game. The Seller transfers the Item. The Seller has 24 hours from the start of the trade to complete the transfer. If the transfer is not completed within that period, the trade is cancelled automatically and the payment is returned to the Buyer's Balance.

9.5 The Buyer confirms receipt in the interface. Payment is then credited to the Seller, subject to a holding period of 6 hours during which the funds cannot be withdrawn.

9.6 If the Seller confirms that the Item was transferred in the Game and the Buyer neither confirms receipt nor opens a dispute within 3 days, the trade closes automatically in the Seller's favour and the payment is credited to the Seller.

9.7 Timers and automatic outcomes are displayed to both parties during the trade.

9.8 The number of active Listings a Seller may publish without further verification is limited to [5].

9.9 Either party may open a dispute while the trade is active, in particular where the Item is not delivered, where the delivered Item does not match the Listing, or where fraud or a phishing link is suspected. Disputes are reviewed by our support team in accordance with section 15.

10. QUICK DELIVERY

10.1 In Quick Delivery the Seller links the Game account, the presence of the Item is confirmed automatically, and the Seller sets the price and publishes the Listing.

10.2 Listings are shown to Buyers with the price and an add-to-cart option. Seller names, public reviews and direct messaging between the parties are not available in Quick Delivery.

10.3 After payment, the Buyer has one hour to start delivery by selecting "collect item". If the Buyer does not do so, the order is cancelled and the price is returned to the Buyer's Balance.

10.4 Once delivery starts, the Item is transferred to the Buyer automatically through the Services. Preparation usually takes a few minutes. Any time indication shown in the interface is an estimate based on normal operation and is not a guaranteed delivery time. Queues may apply at times of high demand.

10.5 Delivery is made to the Game account recorded in the Buyer's Account. Successful transfer is confirmed automatically and the price, less fees, is credited to the Seller.

10.6 If delivery fails, the Buyer may request cancellation through support and, where the Item was not delivered, the price is returned to the Buyer's Balance.

11. FASTSELL AND INSTANTSELL

11.1 FastSell and InstantSell let you sell eligible Items by accepting a Buyer Order placed by another user. The price and quantity of each Buyer Order are set by the user who placed it. We do not set or change them.

11.2 The offer screen shows the buyer before you confirm. When you accept a Buyer Order, your contract of sale is with that buyer and clause 8.4 applies.

11.3 Once the Item has been transferred to the buyer through the Services, the price, less our fees, is credited to your Balance.

11.4 Not every Item in your Game account is eligible. Eligibility depends on the Buyer Orders open at the time.

11.5 FastSell and InstantSell are available only to users aged 18 or over.

12. SWAP AND STARCOINS

12.1 Swap is an exchange of Items between you and StarPets. You give Items to StarPets and receive Starcoins, or you use Starcoins to receive Items from StarPets, or both in the same exchange.

12.2 To use Swap you link your Game account as described in section 6 so that your inventory can be read. Reading your inventory does not transfer any Item.

12.3 The value in Starcoins at which we accept and release each Item is shown to you before you confirm the exchange and is fixed for that exchange once you confirm it. Values are set by us and may change between exchanges.

12.4 If the Items you receive are worth more Starcoins than the Items you give, the difference is deducted from your Starcoin balance. If they are worth less, the remainder is credited to your Starcoin balance.

12.5 The exchange is completed through the Services. Where several transfers are needed, your Items are accepted first and the Items you receive are released afterwards. If an exchange is only partly completed, we recalculate on the basis of the Items actually transferred and credit any remainder to your Starcoin balance.

12.6 Starcoins are units of account. They are not money, not electronic money, not a payment instrument and not a crypto-asset. They have no value outside the Services, cannot be transferred to another user, and cannot be exchanged, redeemed or withdrawn for money except as set out in clause 26.5.

12.7 Starcoins are obtained by giving Items to StarPets in Swap, through promotional codes and events, and by purchase from your Balance. Before you confirm a purchase of Starcoins we show you the price in the currency of your Balance, and you may buy the exact number of Starcoins you need for the exchange you are making.

12.8 We may adjust Starcoin values, exchange availability and the list of eligible Items at any time. If we discontinue Swap, we will publish notice and allow a reasonable period for you to use any Starcoin balance.

13. BALANCE, PAYMENTS AND WITHDRAWALS

13.1 Your Balance records funds we hold for you. Funds are credited when you top up and when you receive proceeds of a sale, and are debited when you buy, when a fee applies and when you withdraw.

13.2 The Balance is not a bank account or a payment account, is not electronic money, is not covered by any deposit guarantee scheme and earns no interest. We hold funds recorded in your Balance solely so that they can be applied to transactions on the Services or paid out to you.

13.3 Where we hold a Buyer's payment pending delivery in a trade between users, we do so as agent of the Seller for the purpose of collecting the price, under the authority given to us in clause 17.3. Payment by the Buyer to us discharges the Buyer's payment obligation to the Seller. The funds are received in the course of the sale of the Item and are not held as a payment service.

13.4 Top-up methods available to you depend on your country, your currency and our payment providers, and are shown at checkout. They currently include payment cards, Apple Pay and Google Pay, bank transfer methods including SEPA and open banking, local payment methods, and certain crypto-assets. Minimum and maximum amounts may apply, and additional limits may apply to new Accounts.

13.5 Withdrawal methods available to you are shown in your Account and depend on your country, your currency and our payment providers. We may add or remove methods at any time.

13.6 Withdrawals are available only to users who have confirmed under clause 4.4 that they meet the age requirement and, from the date in clause 4.5, completed the age check. A withdrawal is processed by a payment provider and is subject to that provider's own requirements.

13.7 Withdrawals are paid to an account or wallet in your own name. We do not make payments to third parties.

13.8 We may delay, refuse or reverse a top-up, payout or withdrawal, and may freeze a Balance, where we reasonably suspect fraud, unauthorised use of a payment method, money laundering, sanctions exposure or breach of these Terms, or where we are required to do so by law or by a payment provider. Where we may lawfully do so, we will tell you the reason and how to respond.

13.9 You are responsible for any tax arising from your use of the Services, including on proceeds of sale. We may be required to collect information about Sellers and to report it to tax authorities, and you will provide that information on request.

13.10 If you pay by card and initiate a chargeback instead of using our dispute process, we may suspend your Account and set off the amount claimed against your Balance. If a chargeback is raised on a top-up after the funds have been spent, we may recover the amount from you as a debt.

13.11 Where a payment is made in a currency other than the currency of your Balance, conversion is carried out at the rate shown at the time of the transaction.

14. FEES

14.1 We charge fees for the use of the Services. The fee applicable to a transaction is displayed before you confirm it, and the rates that apply to your Account are shown in your Account.

14.2 In Manual Mode, the Seller pays a commission on the sale price, consisting of a base commission that depends on the currency of the Listing and, for some countries, an additional country component that is added to it.

14.3 In Quick Delivery, the Seller pays a commission on the sale price. No separate buyer commission applies, except for any country component displayed at checkout.

14.4 In Swap, our fee is reflected in the values shown to you before you confirm the exchange.

14.5 The fee for FastSell and InstantSell is shown before you confirm.

14.6 Top-up and withdrawal fees depend on the method and are displayed before you confirm. Withdrawal fees cover the costs charged by payment providers.

14.7 We may change fees. Changes take effect in accordance with section 28 and do not affect transactions already concluded.

15. DELIVERY, DISPUTES, CANCELLATION AND REFUNDS

15.1 Delivery timescales shown in the interface are estimates unless expressly stated to be guaranteed.

15.2 If an Item is not delivered, or the Item delivered does not match the Listing, you should open a dispute in the trade before it closes. In Manual Mode, you may also open a dispute where you suspect fraud or have received a phishing link.

15.3 Disputes in Manual Mode are reviewed individually by our support team. We may ask both parties for evidence, including screenshots, trade logs and Game records, and we may take into account data recorded by our systems. We aim to decide a dispute within 15 working days of receiving the information we need from both parties.

15.4 Where a dispute is decided in the Buyer's favour, or where a trade is cancelled automatically under clauses 9.4, 10.3 or otherwise, the price is returned to the Buyer's Balance. We refund to the original payment method only where required by law or where we decide to do so in a particular case.

15.5 Where an order is cancelled, any StarPoints or promotional credit applied to it is restored in accordance with the rules of the relevant programme.

15.6 Our decision in a dispute is an internal commercial decision. It does not limit your right to pursue the other party, to complain to us under section 20, or to bring proceedings.

15.7 Nothing in this section limits your statutory rights as a consumer under section 16.

16. CONSUMER RIGHTS

16.1 This section applies if you are a consumer and the law of your country of residence gives you the rights described in it. It applies only to contracts you conclude with StarPets as your counterparty, and nothing in it limits any greater right that law gives you.

16.2 Where you buy an Item from another user, your contract is with that user. Most Sellers on StarPets are private individuals and not Traders. Consumer protection law, including the right of withdrawal and the legal guarantee of conformity, does not apply to a contract with a Seller who is not a Trader. It continues to apply to your relationship with us in respect of the services we provide to you.

16.3 Where a Seller has declared to us that it acts as a Trader, we display that fact on the Listing. Where a Seller has not so declared, we display that consumer protection law does not apply to the contract.

16.4 Where StarPets is your counterparty, you have the right to withdraw from the contract within 14 days without giving a reason. The withdrawal period ends 14 days after the day on which the contract is concluded.

16.5 Delivery of digital content normally begins immediately. By confirming a purchase of digital content and ticking the confirmation shown at checkout, you expressly request that performance begins during the withdrawal period and acknowledge that you lose your right of withdrawal once performance has begun. Where you do not give that consent, delivery will begin after the withdrawal period ends.

16.6 To withdraw, tell us clearly before the period ends, using support@starpets.gg or the form in the Annex. We will refund all payments received from you within 14 days, using the same means of payment you used, unless you agree otherwise.

16.7 We supply the Services with reasonable care and skill and in conformity with the contract. Your statutory remedies for a lack of conformity are unaffected by these Terms.

16.8 You may contact us at support@starpets.gg to try to resolve any dispute directly, and you may use the complaint procedure in section 20.

17. SELLING ON STARPETS

17.1 When you list an Item, or accept a Buyer Order, you confirm that the Item is held in your own Game account, that it was obtained without hacking, exploits, duplication or unauthorised software, that it is not the subject of a dispute, chargeback or investigation, and that your description of it is accurate and not misleading.

17.2 You must not offer an Item you do not hold, price an Item so as to mislead, use another user's identity, or induce a Buyer to complete a trade outside the Services.

17.3 By listing an Item, or accepting a Buyer Order, you appoint us to display the Listing, to conclude the sale with the Buyer on your behalf on the terms shown, to collect the price as your agent and to deduct our fees before crediting the net amount to your Balance.

17.4 You must tell us whether you act as a Trader. If you do, you must provide, and keep up to date, your name, address, telephone number and email address, your trade register and registration number where applicable, and a confirmation that you will offer only Items complying with applicable law. We may suspend your ability to sell until that information is provided.

17.5 If you sell as a Trader to consumers, you are responsible for complying with consumer law, including pre-contractual information, the right of withdrawal and the legal guarantee, and for providing the information that allows us to display it.

17.6 You are responsible for your own tax and regulatory obligations arising from your sales.

17.7 Selling is available only to users aged 18 or over.

18. RULES OF ACCEPTABLE USE

18.1 You must not use the Services to:

• (a) defraud another user, including by failing to deliver an Item, delivering a different Item, or reversing a payment after delivery;
• (b) send phishing links, impersonate StarPets staff, or ask another user for account credentials;
• (c) arrange or complete a trade outside the Services after making contact through them;
• (d) launder money, finance terrorism, evade sanctions or handle funds or Items obtained through crime;
• (e) trade Items obtained by hacking, exploiting a Game, using unauthorised software, or by any means contrary to the rules of the Game;
• (f) manipulate prices, ratings, reviews, referral rewards, promotional codes, StarPoints or event standings, including through multiple accounts or coordinated activity;
• (g) use bots, scrapers or automated means to access the Services, except as we expressly permit;
• (h) interfere with the security or operation of the Services, or attempt to gain unauthorised access to any account or system;
• (i) post or transmit content that is illegal, infringing, abusive, sexual, discriminatory, threatening, or harmful to minors;
• (j) infringe the intellectual property or other rights of any person;
• (k) use the Services if you are located in a country to which we do not offer them, or if you are subject to sanctions.

18.2 You must comply with applicable law and with the rules of each Game you trade in.

18.3 We may investigate suspected breaches, and may retain and use data recorded by our systems for that purpose.

19. USER CONTENT, REVIEWS AND COMMUNICATIONS

19.1 You may be able to publish content on the Services, including Listings and descriptions, a display name and profile image, trade chat messages, reviews and ratings of Sellers, and feedback sent to us.

19.2 You are responsible for the content you publish and confirm that you have the rights to publish it. You grant us a non-exclusive, worldwide, royalty-free licence to host, store, reproduce, translate and display that content for the purposes of operating and promoting the Services, for as long as you keep it published and for a reasonable period afterwards for backup, legal and evidential purposes.

19.3 Reviews and ratings may be submitted only by users who have completed a trade with the Seller concerned. We do not publish incentivised or fabricated reviews, and we do not delete a negative review because it is negative. We may remove a review that breaches these Terms.

19.4 Trade chat is provided so that the parties can complete a trade. We may monitor, store and review trade chat for fraud prevention, dispute resolution, safety and legal compliance.

19.5 Feedback submitted to us through the feedback function is not published on the Services. We may use it to improve the Services without obligation to you.

19.6 We may invite users who have completed purchases to leave a review on a third-party review platform. Any invitation is sent on the same terms to all users selected by the criteria applied at the time, regardless of the rating they gave us.

20. ILLEGAL CONTENT, MODERATION AND COMPLAINTS

20.1 This section sets out how you can report content on the Services and how we handle moderation decisions.

20.2 Notices. Any person may notify us of content on the Services that they consider illegal, by writing to abuse-reports@starpets.gg or using the reporting function. A notice should include: an explanation of why the content is illegal; the exact location of the content, such as the URL of the Listing or profile; your name and email address, except where the notice concerns child sexual abuse material or offences against the life or safety of a person; and a statement that you believe in good faith that the information in the notice is accurate and complete. We will confirm receipt, process notices in a timely, diligent, non-arbitrary and objective manner, and tell you our decision and the redress available.

20.3 Measures we may take. Where content breaches these Terms or the law, or where a user breaches these Terms, we may: remove, hide or demote a Listing, review, message or other content; restrict your ability to buy, sell, exchange, use promotions or withdraw funds; suspend or terminate your Account; suspend payouts; and, where the law requires, report the matter to the authorities.

20.4 Automated means. We use automated systems, alongside human review, to detect fraud, price manipulation, multi-accounting, abuse of promotions and events, and breaches of these Terms. Decisions restricting an Account or removing content are subject to human review on request under clause 20.5.

20.5 Statement of reasons and appeal. Where we take a measure described in clause 20.3 against you in relation to content you provided or to your Account, we will give you a clear statement of reasons, including the facts relied on, whether automated means were used, the ground in these Terms or in law relied on, and how to appeal. We may withhold detail where disclosure would enable fraud, would prejudice an investigation or a legal obligation, or would endanger a person.

20.6 You may appeal by writing to complaints@starpets.gg within 6 months of being notified of the decision. Appeals are reviewed by staff who were not involved in the original decision, and are not decided solely by automated means. You may also complain about a decision not to act on your notice.

20.7 Orders from authorities. We act on orders issued by a competent authority or court requiring us to act against illegal content or to provide information, and, where we are permitted to do so, we inform the affected user.

20.8 Misuse. Where a user frequently provides content that is manifestly illegal, or where a person frequently submits notices or complaints that are manifestly unfounded, we may suspend the provision of the Services to that user, or the handling of notices or complaints from that person, for a reasonable period, after issuing a prior warning. In deciding whether to do so we take into account the number and proportion of manifestly illegal or unfounded items, the gravity of the misuse and the intention behind it.

20.9 Reporting Item-related crime. If you believe an Item offered on the Services was obtained by fraud or theft, tell us at abuse-reports@starpets.gg with the evidence you have. We may freeze the Item, the Listing and the related funds while we investigate.

21. RANKING AND RECOMMENDATIONS

21.1 The main parameters we use to order Items and Listings are:

• (a) "Popularity": the number of sales of the Item during the preceding week, with Items that currently have offers shown first;
• (b) "Price": the current lowest price of an Item;
• (c) "Price change": the current price relative to the average price over the preceding week;
• (d) "Relevance": a combination of weekly price and weekly sales;
• (e) in Swap, Items are shown by descending value by default.

21.2 Within an Item page, Listings from different Sellers are shown to you and you choose between them. In Manual Mode you can see the price, the Seller's rating and public reviews. In Quick Delivery, Listings are shown with the price only.

21.3 We do not accept payment for ranking. No Seller can pay to have a Listing shown higher, and no Listing is promoted in return for a fee.

21.4 Where personalised recommendations are shown to you, the main parameters are your browsing and purchase history on the Services and the Games you trade in. You can ask us at support@starpets.gg for a non-personalised view.

22. PROMOTIONS, REFERRALS, LOYALTY AND EVENTS

22.1 Referrals. You may invite other users using your referral link or code. Rewards are credited when the conditions of the programme are met and may be paid in money to your Balance or in Starcoins depending on the programme. We may cancel a reward obtained through self-referral, multiple accounts, fake accounts or any other manipulation.

22.2 Promotional codes. Codes have a validity period, a limited number of activations and conditions specific to each campaign. Codes are personal to you, may not be sold or transferred, and may be withdrawn if abused.

22.3 StarPoints. StarPoints are credited after a completed purchase and may be used to pay part of our commission on a later purchase. StarPoints are not money, cannot be withdrawn or transferred, expire after the period shown in your Account, and are forfeited if your Account is closed for breach of these Terms.

22.4 Events. We run events in which you collect event points and receive prizes according to your position in a leaderboard. Participation is free. Event points can be earned without spending money, including through daily rewards, tasks, invitations, promotional codes and community activity, and are also earned when you give Items to StarPets in Swap.

22.5 Event rules. For each event we publish the entry period, how points are earned, the leaderboard divisions, the prize pool and the date on which prizes are awarded. The leaderboard is frozen one hour before the announcement. Prizes are allocated by leaderboard position; where participants are level on points, they receive the same prize. Prizes are credited to your Starcoin balance at the value of the corresponding Item on the Services at the time of the award. No Item is reserved for you and no cash alternative is available. You decide whether to use the credited Starcoins for that Item or for anything else in Swap.

22.6 We exclude from an event any participant who manipulates the leaderboard, uses multiple accounts, abuses promotional mechanics or otherwise breaches these Terms, and we may withdraw a prize already awarded in those circumstances.

22.7 Prize pools, thresholds and mechanics may change. Changes are published on the event page and apply to entry periods beginning after publication.

22.8 Events are void where prohibited by local law. You are responsible for any tax on a prize.

23. PROTECTION OF MINORS

23.1 We take measures to provide a high level of privacy, safety and security for users who are minors. These include the restrictions in section 4, the absence of direct messaging in Quick Delivery, the monitoring of trade chat for fraud and abuse, the age restriction on features involving money, and the ability for a parent or guardian to contact us under clause 4.10.

23.2 We do not present advertising on the Services based on profiling using personal data of a user whom we know, or reasonably believe, to be a minor.

23.3 We do not require minors to provide identity documents in order to browse or buy. Where we apply age assurance, we apply it at the point at which a feature restricted to adults is used.

23.4 If you are a parent or guardian and have a concern about your child's use of the Services, write to support@starpets.gg.

24. INTELLECTUAL PROPERTY

24.1 The Services, including the StarPets name and logo, the interfaces, the software, the databases and the compilation of content, are owned by us or licensed to us and are protected by intellectual property law.

24.2 We grant you a limited, revocable, non-exclusive, non-transferable licence to use the Services for your own personal, non-commercial purposes, or, if you are a Trader, for the purpose of trading through the Services.

24.3 You may not copy, modify, decompile, reverse engineer, scrape or create derivative works from the Services, or use our marks without our consent.

24.4 If you believe content on the Services infringes your intellectual property, send a notice to abuse-reports@starpets.gg with the information listed in clause 20.2 and identification of the right concerned. We may remove infringing content and terminate the accounts of repeat infringers.

25. PRIVACY

25.1 We process personal data in accordance with our Privacy Policy, published at starpets.gg/policy, which explains what we collect, why, how long we keep it and what rights you have.

25.2 Where we act as controller of personal data of users in the European Economic Area or the United Kingdom, we do so in accordance with applicable data protection law.

26. SUSPENSION, TERMINATION AND CLOSURE

26.1 You may close your Account at any time by contacting support@starpets.gg. Closure does not affect trades already in progress.

26.2 We may suspend or terminate your Account, or restrict particular features, where you breach these Terms, where we reasonably suspect fraud, money laundering or other unlawful conduct, where we are required to do so by law or by a payment provider, or where you have not used the Account for a prolonged period after notice.

26.3 Except where a delay would frustrate the purpose of the measure, create a security or legal risk, or where the law prevents it, we will give you notice before suspending or terminating your Account and will provide a statement of reasons under clause 20.5.

26.4 On termination, your right to use the Services ends. Sections that by their nature survive termination continue to apply, including clause 13.10 and sections 24, 27, 29 and 30.

26.5 Starcoins, StarPoints and promotional credit have no cash value and are cancelled on termination. Where you bought Starcoins and have not used them, we credit the price you paid for those unused Starcoins to your Balance before it is paid out under clause 26.6.

26.6 Where your Account is closed and money remains in your Balance, we will pay it to you on request, subject to any check required under clauses 4.5, 4.6 and 5.5, any set-off we are entitled to make, and any legal restriction preventing payment. Where the Account is closed under clause 4.8, the money is refunded as set out in that clause.

27. DISCLAIMERS AND LIABILITY

27.1 We provide the Services with reasonable care and skill. We do not warrant that the Services will be uninterrupted or error-free, that any Item will be available, or that any Item will retain its function or value.

27.2 Where your counterparty is another user, we are not the seller or the buyer of the Item. We are not responsible for the quality, legality, existence or description of an Item offered by a Seller, or for a Seller's or Buyer's conduct, beyond the obligations we accept in these Terms.

27.3 We are not liable for loss caused by: your breach of these Terms or of the rules of a Game; your sharing of Account or Game credentials with any person; action taken by a Game publisher, including account restrictions, item removal or rollbacks; changes made by a Game publisher to the availability or value of Items; or events outside our reasonable control.

27.4 Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any liability that cannot lawfully be excluded or limited. If you are a consumer, nothing in these Terms affects your statutory rights.

27.5 Subject to clause 27.4, we are not liable for loss of profit, loss of opportunity, loss of goodwill, or indirect or consequential loss, and our total liability arising out of or in connection with these Terms in any 12-month period is limited to the greater of (a) the total fees you paid to us in that period and (b) EUR 500.

27.6 If you are not a consumer, you indemnify us against any claim, loss or cost arising from your breach of these Terms, your infringement of the rights of another person, or your sales through the Services.

28. CHANGES TO THESE TERMS

28.1 We may change these Terms where necessary to reflect a change in the Services, in our fees, in our security or fraud prevention measures, or in law or regulation.

28.2 We will publish the new version with its effective date and, where the change is material, notify you by email or in your Account at least 15 days before it takes effect.

28.3 If you do not accept a change, you may close your Account before the change takes effect and withdraw your Balance in accordance with clause 26.6. Continuing to use the Services after the effective date means you accept the new version.

28.4 Changes do not apply retrospectively to trades concluded before the effective date.

29. GENERAL

29.1 These Terms, together with the documents referred to in clause 1.5, form the entire agreement between you and us in relation to the Services.

29.2 We may transfer our rights and obligations under these Terms to another company, provided this does not reduce your rights. You may not transfer yours without our written consent.

29.3 If any provision is found to be invalid or unenforceable, the remaining provisions continue in force.

29.4 A failure to enforce a provision is not a waiver of it.

29.5 No person other than you and the companies named in section 2 has any right to enforce these Terms.

29.6 We are not liable for a failure to perform caused by an event beyond our reasonable control, including the failure or unavailability of a Game, a payment provider or a communications network.

30. GOVERNING LAW AND DISPUTES

30.1 These Terms and any dispute arising out of or in connection with them are governed by the law of England and Wales.

30.2 If you are a consumer, clause 30.1 does not deprive you of the protection of the mandatory rules of the law of your country of residence, and you may bring proceedings in the courts of that country. We will bring proceedings against you only in the courts of your country of residence.

30.3 If you are not a consumer, the courts of England and Wales have exclusive jurisdiction.

30.4 Before starting proceedings, please contact us at support@starpets.gg so that we can try to resolve the matter.

ANNEX: MODEL WITHDRAWAL FORM

Complete and return this form only if you wish to withdraw from a contract concluded with StarPets.

To: StarPets, [name of the company shown on your receipt], [registered address], support@starpets.gg

I hereby give notice that I withdraw from my contract for the supply of the following service or digital content:

• Order number: ____________________
• Ordered on / received on: ____________________
• Name of consumer: ____________________
• Address of consumer: ____________________
• Account email: ____________________
• Date: ____________________
• Signature (only if this form is notified on paper): ____________________