Terms & Conditions
Version 2.0 — November 2025
Effective Date: November 8, 2025
Entity: BookHeart, LLC (a North Carolina limited liability company)
Contact: theteam@bookheart.com
1. Introduction
Welcome to BookHeart, a marketplace and community for romantasy and collectible book lovers. These Terms and Conditions ("Terms") govern your use of the BookHeart website, app, and related services (collectively, the "Platform"). By accessing or using the Platform, you agree to these Terms. If you do not agree, please discontinue use.
2. Beta Notice
BookHeart is currently in beta testing. You understand that:
- Features and functionality may change without notice.
- The Platform may experience downtime, bugs, or data loss.
- Access may be limited or revoked at any time.
- The service is provided "as is" with no warranties during the beta phase.
- Dispute resolution processes are manual and may take longer than stated timeframes.
3. Marketplace Role
BookHeart provides a neutral marketplace for users to buy and sell books. BookHeart does not:
- Own or take title to books listed for sale;
- Verify the authenticity or condition of books;
- Guarantee any transaction between users.
Payments are processed securely by Stripe, Inc. via Stripe Connect. BookHeart never holds buyer or seller funds directly.
4. Eligibility
You must:
- Be at least 18 years old;
- Have the legal capacity to enter a contract; and
- Reside in the United States.
Minors under 18 may not use BookHeart.
5. User Accounts
- You are responsible for all activity under your account.
- You must provide accurate information and maintain its security.
- BookHeart may suspend or terminate accounts for policy violations, fraudulent activity, or misuse.
6. Seller Responsibilities
Sellers agree to:
- Accurately describe listed books, including condition and edition details;
- Upload original photos that reflect the actual item;
- Ship items promptly and provide valid tracking information; and
- Comply with all applicable laws and tax requirements.
BookHeart reserves the right to remove listings that violate its policies.
7. Buyer Responsibilities
Buyers agree to:
- Review listings carefully before purchasing;
- Provide accurate shipping information;
- Communicate promptly with sellers regarding issues; and
- Pay all applicable charges and fees.
8. Payment Processing
Payments are securely processed by Stripe Checkout. By using the Platform, you also agree to Stripe's Terms of Service and Privacy Policy.
BookHeart applies a 13% platform fee on completed transactions. Stripe's processing fee (2.9% + $0.30) is also deducted automatically. BookHeart does not store payment card numbers or CVV codes.
Applicable sales tax is calculated automatically based on delivery address and collected at checkout.
8.5 Offers and Negotiations
Buyers may submit offers on eligible listings. Sellers may accept, decline, or counter any offer.
- Binding Acceptance: When a seller accepts an offer (or a buyer accepts a counter-offer), both parties are obligated to complete the transaction. The buyer must pay promptly, and the seller must ship the item as described.
- Counter-Offers: A counter-offer replaces any previous offer. The original offer is no longer valid once a counter is sent.
- Expiration: Offers and counter-offers expire automatically if not accepted within the timeframe shown. Expired offers create no obligation for either party.
- Withdrawal: Buyers may withdraw pending offers before acceptance. Sellers may not accept withdrawn offers.
Failure to complete accepted transactions may result in account restrictions.
9. Escrow & Transaction Milestones
- Funds are held in escrow by Stripe until the order is marked delivered or confirmed received.
- Inspection Period: Buyers have 48 hours after delivery confirmation to report issues.
- After the 48-hour inspection period (or earlier buyer confirmation), funds are released to the seller.
- Dispute Window: Issues must be reported within the 48-hour inspection period using the "Report Issue" button on your order.
- Late reports (after 48 hours) will be reviewed on a case-by-case basis but are not guaranteed resolution.
- Disputed Transactions: If a buyer reports an issue within the 48-hour inspection period, funds remain in escrow until the dispute is resolved. The seller will not receive payout until the issue is closed.
10. Disputes Between Users
- BookHeart encourages direct resolution between buyers and sellers.
- If no resolution is reached, BookHeart may, at its discretion, review and determine an outcome.
- All chargebacks and payment disputes are subject to Stripe's dispute resolution process.
10.5 Issue Resolution
During beta: Issues are reviewed personally by our team. We aim to respond within 1-2 business days and resolve cases within 5 business days, though complex situations may take longer.
How to Report an Issue
If you receive an item that doesn't match the listing:
Report immediately (within 48 hours of delivery):
- Use the "Report Issue" button on your transaction page
- Include photos showing the discrepancy
- Describe the specific problem
What happens next:
- BookHeart reviews your claim and contacts the seller
- We'll determine if a return and refund are appropriate
- If approved, we'll provide return instructions
- Resolutions are typically completed within 5 business days
Partial Refunds
In cases where a dispute is resolved through mutual agreement between buyer and seller, BookHeart may facilitate a partial refund:
- Partial refunds require documented agreement from both buyer and seller before processing
- The partial refund amount is deducted entirely from the seller's payout
- Platform fees and payment processing fees are not refunded on partial refunds
- Partial refunds are issued to the buyer's original payment method
- Once a partial refund is processed, the transaction is marked as completed
Example: If a buyer paid $30 for a book and the seller's payout was $25 (after fees), a $10 partial refund would result in: Buyer receives $10 refund, Seller receives $15 payout ($25 - $10), Platform fee remains unchanged.
Return Shipping Policy
If your issue is approved and a return is required:
You are initially responsible for arranging and paying for return shipping. You must:
- Ship the item back to the seller with tracking within 5 days of our approval
- Provide the tracking number to BookHeart via email (theteam@bookheart.com)
- Use a carrier that provides delivery confirmation (USPS, UPS, FedEx)
- Package the item securely in the same condition you received it
Return Shipping Reimbursement:
If BookHeart determines the seller significantly misrepresented the item, we will reimburse your return shipping cost (up to $10) when we process your refund.
Reimbursement applies when:
- ✓ Seller sent the wrong book or edition entirely
- ✓ Item has significant undisclosed damage
- ✓ Photos in listing were not of the actual item
- ✓ Seller misrepresented condition grade (e.g., listed as "Like New" but actually "Poor")
Reimbursement does NOT apply when:
- ✗ Buyer's remorse or change of mind
- ✗ Subjective condition disputes where listing was accurate
- ✗ Normal wear consistent with stated condition grade
- ✗ Minor discrepancies that don't affect usability
For low-value items (under $20): We may offer a full refund without requiring return if return shipping costs are disproportionate to the item value. In these cases, you may keep the item.
Refund Timeline
Once the seller confirms receipt of the return (or tracking shows delivery):
- Your refund will be processed within 3-5 business days
- If eligible, return shipping reimbursement will be included in your refund
- You'll receive an email confirmation when the refund is issued
Valid Reasons for Issues
We will approve returns for:
- Item significantly different from listing photos/description
- Wrong edition or completely different book sent
- Undisclosed damage or defects beyond normal wear
We will NOT approve returns for:
- Change of mind or buyer's remorse
- Minor differences within the stated condition grade
- Shipping carrier damage (file claim with carrier using tracking)
- Issues reported after the 48-hour inspection period
Seller Responsibilities
Sellers are expected to:
- Provide their return address promptly when a return is approved
- Confirm receipt of returns within 48 hours of delivery
- Not refuse returns approved by BookHeart
Failure to cooperate with approved returns may result in account restrictions.
10.6 Dispute Resolution Outcomes
BookHeart reviews each dispute individually and will make a final determination. Possible outcomes include:
Full Refund with Return:
- Buyer returns item and receives full purchase price refund
- Shipping reimbursement included if seller was at fault
Partial Refund (No Return):
- Both parties agree to a price adjustment for minor issues
- Buyer keeps the item at reduced price
- No return shipping required
Claim Denied:
- Item matches listing description accurately
- Seller receives full payout
- Transaction marked as complete
Returnless Refund (Low-Value Items):
- For items under $20 where return shipping exceeds value
- Buyer receives full refund and keeps the item
- Seller does not receive payout
All dispute decisions are final and binding. By using BookHeart, you agree to accept our determination in dispute cases.
10.7 Investigation Rights
When investigating a reported issue or dispute, BookHeart may review:
- All messages exchanged between buyer and seller related to the transaction;
- Transaction details, shipping information, and payment records;
- Evidence submitted by either party; and
- User account history relevant to the dispute.
By using BookHeart's messaging system, you acknowledge and consent to this review for dispute resolution and platform safety purposes. This review authority extends to any transaction where an issue is reported, regardless of which party filed the report.
11. Prohibited Activities
Users may not:
- Post unlawful, fraudulent, or infringing content;
- Misrepresent item condition or ownership;
- Circumvent BookHeart's payment system;
- Harass, threaten, or defraud other users;
- Post spam, fake reviews, or manipulate ratings;
- Create multiple accounts without authorization;
- Use automated tools or bots to access the Platform without permission; or
- Interfere with or damage the Platform.
Violations may result in account suspension or termination.
12. User Content Ownership and License
You retain full ownership of the content you upload — including book photos, profile images, and text descriptions ("User Content"). However, by posting or uploading content to BookHeart, you grant BookHeart, LLC a non-exclusive, worldwide, royalty-free, transferable license to:
- Host, store, reproduce, display, and distribute your content within the Platform;
- Use, reproduce, and publicly display your content (including book photos, titles, and usernames) for marketing and promotional purposes — such as showcasing listings on BookHeart's Instagram, TikTok, Pinterest, or other official channels; and
- Create derivative or adapted versions (e.g., collages, stories, or promotional posts) for the purpose of promoting BookHeart and its users' listings.
This license is limited to promoting the Platform and its community.
You may request removal of any promotional use by emailing theteam@bookheart.com. BookHeart will not sell your content to third parties or use it in unrelated advertising without additional consent.
12.5 Community Features
BookHeart offers community features including posts, comments, reviews, and following other users. By participating, you agree:
- You are solely responsible for content you post, including text, images, and reviews.
- Content must comply with Section 11 (Prohibited Activities).
- BookHeart may remove content or restrict accounts that violate community standards, without prior notice.
- Reviews and ratings reflect individual user opinions, not BookHeart's endorsement.
- Following another user does not create any relationship or obligation between users.
Direct messages between users are subject to the same conduct standards. BookHeart may review messages when investigating reported issues per Section 10.7.
13. Intellectual Property Rights
- BookHeart's trademarks, brand assets, and software are owned exclusively by BookHeart, LLC.
- Users may not copy, reproduce, or distribute any part of the Platform without permission.
14. Limitation of Liability
To the fullest extent permitted by law:
- BookHeart is not liable for user actions, listings, or transactions;
- BookHeart is not responsible for data loss, downtime, or errors; and
- Total liability is limited to the greater of $100 or the total fees you paid to BookHeart in the past 12 months.
Some jurisdictions may not allow these limits, in which case they apply only to the extent allowed by law.
15. Disclaimer of Warranties
The Platform is provided "as is" and "as available". BookHeart makes no warranties, express or implied, including merchantability, fitness for a particular purpose, or non-infringement.
16. Indemnification
You agree to indemnify and hold harmless BookHeart, LLC, its affiliates, and employees from any claims or damages arising out of your use of the Platform, your listings, or your interactions with other users.
17. Arbitration & Class Action Waiver
Any dispute arising from or relating to these Terms shall be resolved by binding arbitration in Mecklenburg County, North Carolina, under the rules of the American Arbitration Association.
Both parties waive the right to a jury trial or to participate in a class action.
18. Governing Law
These Terms are governed by the laws of the State of North Carolina, without regard to its conflict-of-law principles.
19. Modifications
BookHeart may update these Terms from time to time. Continued use of the Platform after updates constitutes acceptance of the revised Terms.