The Rulebook

For Swoppd's protected-swap rules, a ticket handover is normally complete once the official ticket-transfer process has placed the agreed ticket into the recipient's control. A later change of mind does not undo that completed handover.

Swoppd distinguishes between a transfer that was never started, one that is still pending, one that has been accepted, and one that was later cancelled, recalled or reversed. A statement that tickets were 'sent' does not by itself prove that the agreed handover completed.

For a receiving-email dispute, Swoppd starts with the receiving detail preserved in the frozen Swap Contract. A later correction only replaces it where that change was clearly agreed and recorded in Swoppd before the relevant transfer.

Swoppd does not treat someone as late merely because the official ticket provider has not made transfer available. Once official transfer becomes available, the participant is expected to act promptly within the time reasonably remaining before the event.

A transfer is not treated as correct merely because something arrived. The ticket provided must materially match the ticket agreed in the frozen Swap Contract, including the relevant event, date, quantity and ticket details.

Where an available ticket-provider recall, cancellation, resend or similar recovery step could reasonably fix a transfer mistake, Swoppd expects both participants to cooperate with that recovery before treating the problem as a final protected loss.

Once the official ticket-transfer function is available, Swoppd expects the participant who still needs to send their ticket to act promptly. What counts as a reasonable window depends on how close the event is and when transfer actually became available.

When Swoppd assesses lost swap opportunity, how close the affected event was is a major factor. The closer the event, the less realistic it may have been to replace the failed swap, but timing does not by itself decide who was responsible.

If an event's exact start time is still TBC, Swoppd does not present a made-up start time. A temporary local-time fallback may be used only for operational deadlines until the real event time becomes known.

Swoppd decides protected-swap disputes using the strongest reliable evidence available. Evidence you provide from an official ticket-provider account or service can carry strong weight, alongside the frozen Swap Contract, Swoppd timestamps and other relevant records. Swoppd does not claim to have independently checked the ticket provider unless a direct integration exists.

If important evidence is missing or materially conflicts, Swoppd may ask for more information before making a final decision. If a fair evidence deadline passes, Swoppd may continue using the evidence reasonably available, but missing a request does not automatically prove fault.

If Swoppd Support issues a six-digit fresh-evidence code, show that code in the same fresh photo or video as the information the Admin specifically asked you to provide. Only provide what was requested and hide unrelated tickets, passwords, payment details, ID documents and other irrelevant personal information.

A SwopLock is not a punishment pot. Even where one participant is found responsible, a Protected Payout is based on qualifying loss caused by the failed protected swap rather than being awarded automatically just because fault was found.

If both participants materially contributed to the failure, Swoppd does not automatically split or forfeit both SwopLocks. Each participant's conduct and any specific qualifying loss caused to the other are assessed separately.

Where one participant has already completed their agreed ticket handover and the other participant then fails to complete their side without a genuine external cause, Swoppd treats the participant who already parted with their ticket as being in a high-protection position.

Qualifying loss can include a material lost opportunity to complete or replace the swap, even if the affected participant still physically holds their original ticket. Swoppd looks at objective timing and realistic recovery options rather than relying only on a participant's personal plans.

A partial Protected Payout may be appropriate where the evidence supports a genuine but only partial qualifying loss. Swoppd does not use arbitrary percentages simply to compromise between two competing accounts.

Swoppd keeps the financial outcome separate from Trust and account enforcement. A Protected Payout is based on qualifying loss; any Trust impact or account restriction is considered separately based on conduct.

Where the evidence shows that neither participant caused the protected-swap failure, the normal Swoppd outcome is for each participant to receive their own SwopLock back, with no Protected Payout from the other participant's SwopLock.

Once an agreed ticket has completed the official transfer process and reached the recipient's control, an ordinary later cancellation, postponement or change of plans does not automatically undo that completed handover or remove the other participant's outstanding swap obligation.

If an external event change makes the swap genuinely impossible before either agreed ticket has been handed over, Swoppd normally treats the swap as a no-fault unwind unless a participant separately failed one of their obligations.

If you have already received the other participant's agreed ticket, a later cancellation or postponement of that event does not by itself remove your remaining obligation to complete your side of the swap where official transfer is still possible.

A completed-looking transfer does not protect deliberate fraud. If reliable evidence shows that a participant knowingly supplied an invalid ticket, deliberately revoked an accepted transfer or fabricated material evidence, Swoppd can still investigate and apply the relevant protected-swap and account rules.

If a serious problem is proved after a swap appeared complete, Swoppd can still correct the case history and consider Trust or account enforcement. Any later financial remedy depends on funds and payment options that are genuinely still available; Swoppd will not promise money that is no longer held.

Opening or being involved in a Swoppd dispute does not by itself reduce a user's Trust score. Trust changes depend on the underlying facts and any established responsibility or conduct finding.

Where a participant made a genuine mistake and then cooperated promptly to recover it, Swoppd can take that cooperation into account when considering Trust or account action. Any financial loss caused by the mistake is assessed separately.

Where Swoppd establishes repeated or materially negligent failure to meet protected-swap obligations, that conduct can lead to a stronger Trust impact and may trigger a review of whether the account should be temporarily Restricted from starting new swaps.

If Swoppd establishes deliberate refusal to meet a protected obligation, fabricated material evidence or proven fraud, that can lead to a significant Trust impact and a review of account restriction or permanent removal. Any Protected Payout remains based on qualifying loss rather than punishment.

A final Swoppd dispute decision can be challenged once within 7 days where you have material new evidence or believe the Swoppd Rulebook was applied incorrectly. Where practical, a different Admin will review it. The original decision remains preserved in the case history even if a later review corrects it.

Swoppd can automate reminders, warnings and case prioritisation, but a Protected Payout from one participant's SwopLock to the other is subject to an Admin decision based on the case evidence and applicable protected-swap rules.

Swoppd keeps the factual dispute decision separate from payment processing. A refund or Protected Payout is only described as complete once the provider-backed payment record confirms the movement has completed.