Customer Protection Practices

At Very Friendly Sharks, we are committed to providing a secure and trustworthy environment for our users to buy, sell, and trade collectible card games. Our platform is designed with the safety and protection of our community at the forefront. Here are the key elements and practices we implement to ensure all our customers are protected:

Mandatory KYC and KYB Checks

• Know Your Customer (KYC) and Know Your Business (KYB) Testing: To prevent fraudulent activities and enhance security, our Payment Service Provider (Mangopay) requires all users to undergo mandatory KYC and KYB checks before they can sell on our platform. The KYC fee is £1.1, and the KYB fee is £5.1, which are fully refunded from the user's sales, ensuring that our marketplace remains a safe place for genuine transactions. This fee will be paid only once the verification is successful and will be fully refunded via website credit from our commission out of your sales.
  
  Having this check ahead of being able to become an active seller will deter scammers and malicious users from selling on our platforms and protect our customers.

Very Friendly Sharks Middleman Service

• Free Middleman Service: Our system acts as a secure intermediary between buyers and sellers, holding the payment until the order is confirmed as received by the buyer or until 30 days have passed since the item was sent. This ensures that transactions are completed satisfactorily before funds are released.

Constant Monitoring and Swift Intervention

• Continuous Account Monitoring: We actively monitor user accounts for any suspicious activity. This includes monitoring accounts flagged due to low reviews, continuous returns, cancellations, or user reports.
• Swift Action Against Malicious Activities: We immediately act against fake products or malicious users. Our platform is designed to intervene and resolve issues quickly, ensuring a safe trading environment.

Community-Driven Approach

• Feedback and Improvement: We are a community-driven platform that actively seeks and incorporates user feedback. This approach allows us to continuously improve and adapt our services to meet the needs of our community.
• Support for Local Game Stores (LGSs): We aim to support local game stores by highlighting their stores and events, helping to grow the UK community for collectible card games.

Additional User Support

• Active Ticketing System: Our website uses a state-of-the-art ticketing system to support any users who need our help safely and actively. Our team will tirelessly help and keep all your needs in mind to ensure your experience on our platform is fantastic.
• User Experience and Accessibility: From mandatory verification processes to intuitive platform design, we prioritise user experience and accessibility, ensuring a seamless and secure journey from sign-up to sale.

At Very Friendly Sharks, your security and satisfaction are our top priorities. We have implemented these practices and more to create a marketplace that protects our users and fosters a thriving community of collectors and enthusiasts. Join us in creating a safer, more connected world for collectible card game trading.