BUYERS POLICY

Celebrain is a digital marketplace where buyers can discover, book, and purchase unique products and services offered by professionals specialized in events. Whether you are looking for handmade items, decorations, ambiance services, or digital downloads, we want you to enjoy a safe, reliable, and satisfying shopping experience.

This policy is part of Celebrain’s Terms and Conditions. By purchasing on Celebrain, you agree to this policy and our Terms of Use.

1. Understanding Celebrain’s limitations as a marketplace

Celebrain acts as a technological intermediary between buyers and business partners (vendors), facilitating the posting, promotion, payment, and delivery of products or services, but it is not a direct party to the transaction.

By purchasing on Celebrain, you understand that:

You are not buying directly from Celebrain, but from an independent vendor registered on the platform.
Celebrain does not manufacture, prepare, or ship the products or services offered.
Each vendor is responsible for the accuracy of their information, the quality of their products or services, delivery times, and their individual cancellation or refund policy.
Celebrain does not guarantee or endorse the items listed by business partners, although it monitors compliance with marketplace rules.
Payments are processed exclusively through Celebrain’s payment system, which releases the payment to the vendor only after receiving the delivery confirmation or proof of completed service.
Buyers may report to Celebrain any product or shop that violates our policies by emailing: servicioalcliente@celebrain.com. All reports are confidential.

2. Communication with vendors or with Celebrain

Celebrain allows communication only through each party’s registered email address or through the contact form available on the website.

The following are not allowed:

Sending promotions, unsolicited advertising, or spam.
Sharing personal, financial, or contact information (phone numbers, addresses, social media, etc.) with the intent of completing a transaction outside the platform.
Using offensive, discriminatory, or harassing language.
Interfering with other users’ or vendors’ transactions.

Celebrain may review emails or support reports related to disputes or incidents to ensure community safety.

3. Purchasing a product or service on Celebrain

By purchasing Celebrain, you agree that:

You have read the full product or service description before making the payment.
You have provided accurate and updated shipping and contact information.
Payment will be made exclusively through Celebrain’s secure payment system using a credit or debit card.
You understand that Celebrain will temporarily hold the payment until the vendor delivers the product or service and submits the corresponding proof.
Celebrain does not allow payments outside the platform, as doing so voids buyer and vendor protection.

4. Reviews and ratings

Buyers may leave a review about their experience and the product or service received. Reviews must be honest and respectful, and may not include:

Offensive or defamatory language.
Personal information of third parties.
False or misleading content, or content that violates copyright.
Complaints about issues unrelated to the vendor (such as shipping carriers or the site’s general functioning).

Celebrain reserves the right to modify or remove reviews that violate these rules.

5. Creating and publishing content

All content (text, images, videos, reviews, or comments) uploaded to Celebrain must comply with our community guidelines:

It may not include sexual, violent, discriminatory, or hateful content.
It must not violate intellectual property rights.
It may not promote transactions outside Celebrain.
It must not contain private or confidential information.
It may not include medical claims or unverified therapeutic properties.

Celebrain may remove content or suspend accounts that violate these rules.

6. Issues with an order, returns, or cancellations

Celebrain wants every buyer to receive exactly what they ordered, in the agreed condition and timeframe.

a) If there is a problem with an order:

If the item does not arrive, arrives damaged, does not match the description, or the service is not delivered, the buyer must contact servicioalcliente@celebrain.com within 48 hours after the estimated delivery date.
Celebrain will manage the claim with the vendor and seek a satisfactory solution.

b) Payment and retention policy:

The payment to the vendor is released only after delivery or service completion is verified.
If the buyer submits a valid claim and the vendor does not respond or fails to comply, Celebrain may withhold or return the payment to the buyer, as applicable.

c) Returns and cancellations:

Each vendor may establish their own return or cancellation policy, which must be published on their profile or product page.
Celebrain encourages buyers to read these policies before purchasing.

Returns are not accepted for:

Digital downloadable products are delivered once.
Services already provided or in progress.
Customized or made-to-order items.

7. Limitations and responsibilities

Celebrain acts as a technological intermediary and does not assume direct responsibility for:

Delivery delays are attributable to the vendor or shipping companies.
Errors or damage caused by the handling of the product after delivery.
Personal expectations exceeding the description of the published item or service.

However, Celebrain may suspend or remove vendors who repeatedly fail to meet their commitments to buyers.

8. Contact and customer support

For any questions or issues with a purchase, contact: servicioalcliente@celebrain.com
Celebrain will respond within 24 to 48 business hours