Platform Policies

By registering as a vendor, activating a seller account, or using CHL selling tools, the vendor agrees to comply with CHL's current vendor policies, payout rules, transaction fee structure, dispute processes, and platform standards.

The vendor is responsible for providing accurate business information, lawful offerings, truthful descriptions, and fulfilment consistent with what is advertised.

The vendor must not use CHL to sell prohibited, misleading, fraudulent, unlawful, or rights-infringing goods or services.

The vendor agrees that CHL may:

• review listings,
• suspend or limit access where risk or breach is identified,
• hold payouts in accordance with platform policy,
• deduct approved fees, refunds, chargebacks, or recoverable amounts,
• and request supporting evidence relevant to fulfilment or disputes.

The vendor remains responsible for any connected payment account information required for payout processing and for keeping account details current where CHL supports direct payout integrations.

A vendor's continued use of CHL after policy updates may be treated according to the acceptance rules set by CHL, except where renewed express acceptance is required.

By selling through CHL, the vendor agrees that CHL may hold customer payments for a reasonable review period before payout is released.

This holding period exists to protect customers, vendors, and the platform from fraud, unresolved order issues, chargebacks, and premature fund release where a valid complaint may still arise.

Unless a longer review is required due to dispute, risk checks, fulfilment issues, or legal/compliance concerns, CHL will aim to release eligible vendor funds after the stated holding period has passed and no active issue remains.

Before payout is released, CHL may deduct any applicable platform fee, payment processing cost where assigned, approved refund amount, chargeback amount, or other amount properly recoverable under CHL vendor terms.

If an order becomes subject to a complaint, refund review, dispute, fraud review, or compliance check, CHL may delay release until the matter is resolved.

CHL may request evidence from the vendor, including proof of fulfilment, communication records, booking evidence, delivery information, or other relevant supporting material.

Use of the CHL vendor system constitutes agreement to this payout framework.

CHL may apply a transaction fee to eligible orders processed through the platform.

The purpose of the CHL transaction fee is to support platform operations, payment handling overhead, administrative review, customer protection processes, delayed payout handling, and general marketplace sustainability.

CHL's fee structure is intentionally designed to remain fairer on lower-priced transactions and shall not be structured to place disproportionate burden on lower-value customers.

Current Standard Fee Bands

CHL may amend these rates in the future by updating this policy and, where required, notifying affected users or requiring renewed acceptance.

Where the fee is charged directly to the buyer, it must be shown clearly before payment is completed. Where the fee is handled through vendor settlement or another internal mechanism, that structure must be disclosed in vendor-facing terms.

By placing an order through CHL, the buyer agrees to CHL's purchase terms, including any disclosed platform fee, complaint handling process, refund review rules, and payment holding procedures relevant to vendor settlement.

CHL may hold vendor payout for a review period after purchase in order to support complaint handling, fraud reduction, refund review, and chargeback risk management.

Where a CHL fee applies to the transaction, that fee will be disclosed before payment completion.

Buyers should raise complaints, non-delivery issues, materially inaccurate listings, or service disputes within the stated complaint window where applicable.

Refunds are not automatic in every case and may depend on the type of product or service, the nature of the issue, evidence provided, delivery or booking status, and any applicable legal rights.

CHL may request documents, messages, photos, booking evidence, or other information relevant to resolving the matter.

If a buyer reports a qualifying issue, CHL may place the related order under review.

During review, CHL may pause payout release, request evidence from either party, assess available records, and determine whether a refund, partial refund, no refund, delayed release, or other platform action is appropriate.

Qualifying issues may include non-delivery, major mismatch from listing description, failure to provide a booked service, suspected fraud, duplicate payment, or another material order problem.

CHL may deny or limit a refund request where evidence does not support the claim, where the buyer has already received and used the relevant service or goods without valid basis for reversal, or where the matter falls outside the applicable window or policy scope.

If a refund is approved before payout release, CHL may deduct that amount from the held funds. If payout has already been released and the vendor is responsible for the outcome under applicable terms, CHL may seek recovery according to vendor policy and platform rights.

CHL's decision-making may include platform records, listing content, communication evidence, fulfilment evidence, booking records, payment records, and any other reasonably relevant material.

1. Account Types

Community HubLand (CHL) currently supports customer accounts, vendor accounts, and affiliate marketer accounts as public-facing account types.

A customer account is for browsing, purchasing, booking, and general customer activity. Customer accounts are not public business-directory accounts and do not receive vendor business management features by default.

A vendor account is for businesses, sellers, service providers, and other operators who manage business content, listings, products, services, properties, vehicles, bookables, and related platform content. A vendor may create listings for display on their own vendor business page/store, whether or not their business page is currently published.

An affiliate marketer account is for marketing and referral activity. Affiliate marketer accounts do not appear in the public directory as businesses and do not use a business category in the same way as a standard vendor account. Affiliate marketer accounts have limited directory-listing availability unless upgraded.

CHL may introduce additional account structures, packages, or listing models over time.

2. Vendor Listings on Business Page / Store

A vendor may create and manage listings that appear on their own vendor business page or store, subject to platform features, content type support, moderation, and package structure.

The number of listings a vendor may create for their own business page/store is separate from the number of directory listings available to that account.

A vendor may keep a business page unpublished while still using supported listing functions, where the relevant account structure or feature path allows it.

3. Directory Listings Available

The number of listings an account may place in the public directory depends on the account type, package, plan level, and any additional upgrades purchased through CHL.

CHL speaks in terms of the number of directory listings available to an account, rather than treating all created content as automatically published into the directory.

A vendor may choose which supported listings to place in the directory, up to the number of directory listings available under that account or package.

A vendor may remove listings from the directory or switch directory placements, subject to platform rules and available directory-listing capacity.

4. How Directory Counting Works

Directory usage may be counted by listing, by location, or by a listing-location combination, depending on how the supported directory structure applies to that content type.

Where one listing is placed into multiple locations, each location placement may count as a separate directory listing.

For example, if one listing is published into 10 directory locations, that may count as 10 directory listings used.

This policy is intended to make clear that directory listing availability is based on public directory placement, not only on the existence of a listing inside a vendor account.

5. Which Listings Can Appear in the Directory

Listings that use supported category structures may be eligible for directory placement because categories are used to organise and render listings within the directory.

This may include, where supported by the platform, products, services, vehicles, properties, bookables, and other category-based listing types.

CHL may determine which listing types, categories, content structures, packages, and statuses support directory placement.

6. Affiliate Marketer Accounts

Affiliate marketer accounts do not appear in the public directory as listed businesses.

However, selected products or supported promoted items connected to an affiliate marketer account may appear in the directory where CHL enables that functionality.

Unless changed by a package or upgrade path, an affiliate marketer account has 3 directory listings available.

An affiliate marketer account does not define a public business category as part of its standard account structure because that account is not treated as a public directory business by default.

If an affiliate marketer upgrades to a standard vendor account, the upgraded business must be set up as a separate business presence with a business category appropriate to the new vendor account. The user may still continue affiliate marketing, but the upgraded vendor account is treated as a standard business account rather than an affiliate-only business presence.

7. Business Page Build Delivery and Publication

A vendor may request or purchase a business page build from CHL.

Where CHL builds a business page for a vendor, the completed business page may be delivered into the vendor's business page editor so the vendor can preview, edit, and publish it within their own account environment.

Delivery of a business page into the vendor editor does not by itself make that business page publicly visible in the directory.

A business page becomes publicly visible only after the vendor uses the relevant publish control or another CHL publication action makes it live.

Once a CHL-built business page has been delivered to the vendor account, later edits to CHL's internal source version do not automatically alter the delivered vendor copy unless separately agreed as part of an update, maintenance, or revision arrangement.

8. Directory Visibility Controls

CHL may provide on/off controls, publication controls, location controls, or similar management tools for directory placement depending on listing type and feature path.

Where a listing type uses directory on/off controls, availability of those controls may depend on whether the account still has directory listings available.

CHL may hide, disable, or limit certain directory-placement controls where the available directory listing count has been exhausted.

9. Platform Control and Moderation

CHL may review, approve, limit, suspend, reject, remove, or reposition directory listings, business page publication, listing categories, or account capabilities where necessary for platform quality, safety, moderation, compliance, risk control, technical structure, or business operations.

10. Relationship to Other Policies

This policy should be read together with CHL's Vendor Terms, Transaction Fee Policy, Payout and Holding Policy, Refunds and Disputes Policy, and any applicable business page or service-specific terms.

Support payments are not standard product purchases and are not presented as charitable donations unless separately verified and governed under a different policy.

Platform Fee

CHL charges a flat 3% platform fee on support payments.

Payout Timing

Support payments are not subject to CHL’s standard 3-week vendor payout hold. Where technically supported, funds are routed through the recipient’s connected payout account flow without unnecessary delay, subject to payment processor timing, fraud review, disputes, compliance checks, or platform safety review.

Important Notes

• CHL acts as a facilitation platform for support payments.
• CHL does not guarantee the recipient’s promises, outputs, project results, or future activity.
• Support payments may still be affected by card-network disputes, fraud checks, abuse review, legal obligations, or payment processor rules.
• Recipients using Stripe must complete Stripe Connect onboarding where required.
• CHL may suspend, review, delay, or restrict support-payment access in cases of suspected fraud, misuse, misrepresentation, abuse, or legal risk.
• By enabling or receiving support payments through CHL, the recipient agrees to the current CHL Support Payments Policy and any lawfully communicated updates.