Terms of use

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These terms are an agreement between you and us about using Trovio on the website and in the app. By opening an account or placing an order, you agree to them. Our privacy policy explains how we handle your personal data, and our cookie policy explains the cookies we use.

If you sell on Trovio, our seller terms also apply to you. Where the two differ on something to do with selling, the seller terms win.

Every item on Trovio is sold by an independent seller, not by us. When you buy something, the contract for that item is between you and the seller. We provide the shop, take your payment safely, hold it until your order is sent, and help if something goes wrong.

Some sellers run a business and some are private individuals selling things they've made or found. It matters, because many consumer rights, such as the right to change your mind, only apply when you buy from a business. Every listing and shop shows which kind of seller you're buying from, and business sellers' shops show their business name, address and contact details. Business sellers must meet the consumer laws that apply to them.

• You need to be 18 or over to open an account or buy on Trovio.
• Give us accurate details and keep them up to date, especially your email address, so order updates reach you.
• Keep your sign-in details safe. Turning on two-step sign-in or a passkey in your account settings makes your account much harder to break into. Tell us straight away if you think someone else has used your account.
• One account per person. You can use the same account to buy and to sell.
• You can sign in with email or, where offered, with Apple, Google or Facebook. Those services' own terms apply to the sign-in itself.

• Each listing shows the item, its price, the seller, where it ships from, the shipping options and the seller's dispatch time. Please read it, along with the seller's shop policies, before you buy.
• You'll see the full price, including shipping and anything else you have to pay, before you confirm. Nothing is added afterwards.
• Your order is placed when your payment goes through and you see the confirmation page. We'll email you a confirmation with the details.
• Payments are taken securely by Stripe for Trovio. We never see your full card details. Buy now, pay later options such as Klarna and Clearpay are provided by those companies under their own terms.
• We hold your money until the seller marks your order as sent, then pass the seller their share.
• For personalised or made-to-order items, check the details you give before you pay. The seller makes the item to your instructions.
• A seller may cancel an order if they can't fulfil it, for example because the item is no longer available. If that happens, you get a full refund.

• Sellers set their own prices. We show prices in the currency for your region. If that's different from the seller's currency, we convert it using a live exchange rate plus a small conversion margin of 2%, which covers the cost of converting your payment. The price you see at checkout is the price you pay, and you won't pay a conversion margin when you pay in the seller's own currency.
• Prices include VAT or sales tax where the seller or Trovio has to charge it. Where the law requires us to collect tax on a sale, we'll show it at checkout.
• If your order is sent from another country, your country may charge import duty, tax or a handling fee when it arrives. Unless the listing or checkout says these are included, they're paid by you to the carrier or customs.
• Your bank may charge its own fees for paying in a foreign currency. That's between you and your bank.
• If an item is clearly listed at the wrong price by mistake, the seller can cancel the order and refund you in full.

Sellers send their own orders and are responsible for getting them to you. Each listing shows the seller's dispatch time and shipping options, and your order page shows tracking when the seller adds it. Delivery times are estimates from the seller and the carrier.

If an item arrives damaged or doesn't arrive at all, message the seller from your order. If you can't sort it out together, contact us and we'll help.

Our returns and refunds policy has the full details. In short:

• Before the seller starts: you can cancel from your order page for a full refund until the seller has begun work on it.
• Changing your mind: if you buy from a business seller and live in the UK or EU, you usually have 14 days from delivery to tell the seller you want to cancel, then another 14 days to send the item back. Other countries have their own rules. This doesn't cover personalised or made-to-order items, perishable goods, or sealed items opened after delivery where they can't be returned for health or hygiene reasons.
• Faulty or not as described: whoever you buy from, items must match their description. Business sellers must also meet your legal rights, which in the UK come from the Consumer Rights Act 2015.
• Seller's own policy: many sellers offer more than the law requires. Their returns policy is on their shop.

Refunds go back to the way you paid. Where a payment was converted from another currency, the refund is converted back at the rate on the day, so the amount can differ slightly.

• Your money is held until the seller marks your order as sent.
• If an order isn't sent within the seller's dispatch time plus 7 days, it's cancelled and refunded in full automatically.
• If you and a seller can't agree, contact us through Help and contact. We'll look at what you both send us and make a fair decision, which may include a refund.
• Our protection is in addition to your legal rights and your rights with your card provider. It doesn't replace them.

How it all works is on our buyer and seller protection page.

When you search or browse, items are mainly ordered by how closely they match your search words or the category you're in, how recently they were listed, and the sort order and filters you pick. On some pages we also show popular or newly listed items, or items from shops you've favourited.

Sellers can pay a flat fee to feature an item in set places. Featured items are always labelled as featured. Nobody can pay to move up the ordinary search results.

Please don't:

• break the law, or buy or sell anything on our list of things you can't sell
• post anything hateful, threatening, harassing, sexually explicit or misleading, or anything that exploits or puts children at risk
• write fake reviews, offer or ask for anything in return for a review, or post a review of your own shop
• arrange to pay outside Trovio for an item you found here, which removes your buyer protection
• send spam, or contact people for anything other than an order or a genuine question about an item
• pretend to be someone else, or open a new account after we've closed one of yours
• scrape, copy or overload the site, get around our security, or try to get into other people's accounts
• use anything on Trovio to train AI models or build a competing service without our written permission

You own what you post, such as reviews, photos and messages. You give us a worldwide, free licence to host, show, resize and share it to run and promote Trovio (for example in search results, the app, emails and social posts) for as long as it's on Trovio, and for a reasonable time after you remove it while copies clear from our systems.

Reviews must be honest and about your own experience of an order. We may remove reviews that look fake or break these terms. We don't remove genuine reviews just because they're negative. Sellers can reply to reviews, and both sides can report a review they think breaks these terms.

Messages between buyers and sellers are private between you, but our team may read them when one of you reports a problem, to investigate fraud or misuse, or when the law requires it.

The Trovio name, logo and site design belong to us. A few things on the site are used under other people's licences, listed on our credits page.

Anyone can tell us about an item, shop, review, message or account they think is illegal or breaks our rules. There's a Report link on every item and shop, and our reporting page explains every way to reach us, including for rights owners and authorities.

Every new listing is checked before it goes live, partly by automated tools and partly by our team. When we remove or restrict something, or limit an account, we'll tell the person affected what we did and why, unless the law stops us or it would put someone at risk, and they can ask us to look at it again.

You can close your account at any time from your account settings, once any open orders are finished.

We may restrict, suspend or close an account if it seriously or repeatedly breaks these terms, puts other people at risk, is used for fraud, or if the law requires us to. We'll act in proportion to what happened, tell you why and give you a chance to respond, unless the law or someone's safety means we can't. Closing an account doesn't cancel orders already placed or your rights under them.

We work hard to keep Trovio safe and running smoothly, but we can't promise it will always be available or free from errors, and we may change or stop features from time to time.

Sellers, not Trovio, are responsible for their items, their descriptions and their legal duties to you. We're responsible for the service we provide, including taking and holding your payment properly and handling refunds and disputes as these terms say.

We're not responsible for losses that weren't foreseeable when you used Trovio, or for business losses. If you use Trovio as a business, our total responsibility to you for any claim is limited to the greater of £100 and the fees we earned from you in the 12 months before the claim.

Nothing in these terms limits our responsibility for death or personal injury caused by our negligence, for fraud, or for anything else the law doesn't allow us to limit. Nothing in these terms affects your legal rights as a consumer where you live.

• Changes: we may update these terms to reflect changes to Trovio or the law. If a change matters, we'll tell you at least 30 days before it takes effect, unless the law requires it sooner. If you don't agree, you can close your account before then.
• Complaints: if you're unhappy with us, please contact us through Help and contact and we'll do our best to put it right. We aim to reply within two working days and to resolve complaints within 14 days. For legal notices, contact hey@innercitystudios.co.uk.
• Which law applies: these terms are governed by the law of England and Wales, and you can bring a claim in the courts of England and Wales. If you live in Scotland or Northern Ireland you can also bring a claim in your local courts. If you live elsewhere, you keep the protection of the mandatory consumer laws of your country and can bring a claim in your local courts.
• Everything else: if a court decides part of these terms isn't valid, the rest still applies. If we don't enforce something straight away, we can still do it later. We may transfer this agreement to another company that takes over Trovio, and we'll tell you if we do. Nobody else has rights under these terms.