Protected Swap & Dispute Policy

Both participants review the proposed ticket-for-ticket exchange, agree the same SwopLock amount and accept the frozen Swap Contract. The Swap Protection fee is separate from SwopLock. If the protected swap never becomes active, the fee is refundable. Once both users fund and protection becomes active, the fee is normally earned subject to statutory rights and any defined exception.

Tickets must be transferred through the official transfer mechanism made available by the relevant ticket provider. Swoppd does not transfer the ticket itself and does not have a general direct integration with ticket providers. Evidence described as provider evidence is normally evidence supplied by a participant from an official provider account or service.

Once the official transfer has placed the agreed ticket into the recipient's control, Swoppd normally treats that ticket handover as complete. Transfer states such as not started, pending, accepted, cancelled, recalled and reversed are not treated as the same thing. See TR-1 and TR-2.

The receiving detail frozen in the Swap Contract is the operative instruction unless a correction was clearly agreed and recorded in Swoppd before the relevant transfer. A wrong-email case therefore starts by identifying the recorded operative address, then checking whether a valid amendment existed and which address the sender actually used. See TR-3.

A participant is not late merely because the official provider has not made transfer available. Once transfer is genuinely available, the participant must act promptly in the time reasonably remaining. The closer the event, the shorter a reasonable action window can become.

Timing is also relevant to whether a failure caused a real lost opportunity. More than seven days remaining is normally more recoverable; 48 hours to seven days carries strong risk; 24 to 48 hours is a very strong lost- opportunity window; less than 24 hours is critical. These are presumptions, not automatic payouts, and realistic recovery evidence can change the assessment. See TM-1 and TM-2.

Participants should use the Swap Room Issue process when something goes wrong. If the problem cannot be safely resolved there, it can be escalated to a formal Dispute. Swoppd can also open a formal review automatically when protected transfer deadlines are reached. A formal Dispute does not by itself prove that either participant is at fault.

Swoppd uses the strongest reliable evidence reasonably available. Participant-supplied material originating from an official ticket provider can carry strong weight alongside the frozen Swap Contract, Swoppd timestamps and other contemporaneous records. Unsupported recollection normally carries less weight. See EV-1.

If important evidence is missing or conflicts, an Admin may request only the information needed and give a fair deadline. Missing a request does not automatically prove fault. A six-digit case code can be used where a fresh capture is needed. Users should hide unrelated tickets, passwords, payment details, ID documents and other irrelevant personal information. See EV-2 and EV-3.

SwopLock is not a punishment pot. Finding that someone failed an obligation does not automatically mean the other participant receives that person's SwopLock. Swoppd separately asks what qualifying loss that failure actually caused. If both participants contributed, there is no automatic 50/50 forfeiture. See PS-1 and PS-2.

Where one participant has already completed their handover and the other then materially fails without a genuine external cause, the participant who already parted with their ticket is in the strongest protection category. A participant can also suffer qualifying lost-opportunity loss while still holding their original ticket if a late failure objectively removed a realistic chance to complete or replace the swap.

Partial payouts are for evidenced partial loss, not compromise percentages. Where neither participant caused the failure, each participant normally receives their own SwopLock back and there is no cross-user Protected Payout. See PS-3 through NF-1.

Cancellation, postponement, rescheduling or another provider-controlled event change is assessed separately from whether the protected ticket handover itself completed. A valid accepted transfer is not normally undone just because the event later changes. Later fraud or provider action can still be investigated where relevant, but it does not automatically rewrite a completed protected decision. See the Event changes and Post-completion sections of the Rulebook.

Trust or account action is separate from the financial SwopLock outcome. A participant can receive a Trust or enforcement consequence even where no cross-user payout is justified, and a payout does not automatically require an account ban. Swoppd uses Restricted as the normal reversible safety control and reserves Permanent ban for severe or repeated risk under Super Admin control. Existing protected rooms remain available where necessary so counterparties are not stranded.

Cross-user Protected Payouts require a human Admin decision. A participant may request one review of a final dispute decision within seven days where there is material new evidence or a claimed incorrect application of the Rulebook. A different Admin should review where practical, and the original and corrected decision history is preserved. See AP-1, AD-1 and AD-2.