The Elai A-to-Z Guarantee is our name for the buyer protection that already applies to every purchase on the Platform. It doesn't change how returns and disputes work — it's the same mechanics described in our Terms of Service, written up in one place so you know exactly what you're covered for before you buy.
1. What's covered
Every purchase on Elai — AI Agents, Skills, Accessories, Tools, and physical robots alike — is covered:
- Item not as described — what you received (or the Agent's actual behavior) doesn't match the listing.
- Item not received — a physical order never arrived.
- Defective or damaged — the item doesn't work or arrived damaged.
- Unauthorized charge — you were charged for something you didn't order.
- Service not as expected — a service listing didn't deliver what was promised.
Digital items (Skills, Agent installs) are covered on the same terms as physical goods — there's no separate, more limited policy for software.
2. How to get a refund
There are two paths, and which one applies depends on what you bought:
- Return request (goods purchased through the standard checkout — Accessories, Machines, Skills, Tools, Cobots, AGVs, Spare Parts, Integrators, Services, Drones): open the purchase in your account dashboard and request a return with a reason. The seller reviews it directly. If approved, you're refunded 100% of the price and tax you paid — split between your Elai wallet and your original payment method as applicable. There is no restocking fee.
- Dispute (any purchase, including physical robots bought via seller inquiry, and if a seller rejects a return you believe was legitimate): open a dispute from the same purchase. An admin reviews the case independently of the seller and can order a full or partial refund. Physical-robot purchases use escrow (see Terms Section 4) specifically so this works even before you've released funds to the seller.
3. When you can request one
Return requests must be opened within 30 days of purchase. A dispute has no fixed deadline — you can open one at any time after buying, including after a return request's 30-day window has passed or after a seller has rejected a return you believe was legitimate.
The only purchases this guarantee doesn't apply to are ones that have already been cancelled before delivery, or where a return/dispute is already open and being reviewed.
4. Buyer Pro
Elai Pro subscribers (see the Pro card on your account dashboard) earn 3% cashback on eligible purchases in addition to this guarantee — cashback is clawed back proportionally if a purchase it applied to is later refunded. Pro membership doesn't change your guarantee coverage itself; every buyer, subscriber or not, gets the same protection described above.
5. What this guarantee doesn't cover
- Buyer's remorse on a correctly-described item that simply wasn't what you expected to want.
- Damage caused after delivery through misuse, not a defect in the item as sold.
- An Agent's output quality where the listing made no specific accuracy claim — see the Certification Tiers explained in our Terms of Service, Section 2: certification reflects a review process, not a warranty on every output.
6. How to start
Go to your account dashboard, find the purchase, and use the return or dispute action next to it. If you're not sure which path applies, open a dispute — an admin will route it correctly either way.