Buyer & Seller Protection

Kovix Protection is a discretionary dispute-resolution service we operate for commissioned work arranged and paid for through Kovix. Where a transaction goes wrong and the conditions in Section 3 are met, we will review the evidence held on the platform and decide what happens to any Robux we are still holding.

Be clear on what this is not. Kovix Protection is not insurance and not a guarantee: we do not underwrite your transaction and we do not promise you will get your Robux back. Kovix is also not a regulated escrow or trust service — we do not hold funds on trust for you, and we are not a party to the contract between a buyer and a seller. That agreement is between the two of you, and you remain responsible for who you choose to work with.

What we can genuinely do is this: because Robux flows through Kovix before a seller withdraws it, we temporarily hold that Robux as part of our ordinary payment process, and there is normally a window during which we can freeze a payout, and return some or all of the amount to the buyer. That window is the practical limit of our power, and this policy is written around it. Protection is limited both by the evidence available to us and by whether the relevant funds are still held by Kovix when a claim is opened — once they are not, our options narrow considerably.

This policy applies to any Kovix user acting as a buyer (commissioning work and paying an invoice) or a seller (delivering work and issuing an invoice), including where either side is operating through a workspace.

It applies only to transactions created on Kovix, invoiced through Kovix, and paid through the Kovix payment flow. Nothing arranged elsewhere is covered, however convincing the evidence.

If you are under 18, you may only use Kovix — and raise or respond to a claim under this policy — with the involvement of a parent or guardian where our Terms of Service require it. Where a dispute involves a user we reasonably believe to be a minor, we may take extra care in how we request information and communicate outcomes, but the eligibility conditions in Section 3 still apply in full.

These conditions are strict, and they are strict on purpose: they are what make a fair review possible at all. If any condition is not met, the claim is not eligible, and we will decline it without assessing the merits.

Where the conditions are met, we may act on a claim that:

• Nothing was delivered. The seller did not deliver by the agreed date and has not responded, or has refused without a basis agreed in the conversation.
• What arrived was not what was agreed. The delivered work is materially different from the brief recorded in the Kovix conversation — for example, the wrong asset entirely, a script missing core requested functionality, a substantially incomplete build, or a different file format to the one specified — not merely different from what you pictured, or below a standard that was never specified. Where a seller delivers AI-generated content despite the brief specifically requiring original, human-made work, that mismatch is covered on the same basis.
• The work is not the seller's to sell.The seller delivered assets, models, or code they did not have the right to provide, including stolen or resold-without-licence material. We will usually ask for evidence of the original creator's rights — for example a link to the original listing, a licence, or a notice from the rights holder — and may treat a credible third-party takedown notice as evidence in its own right. We are not a court and do not make binding findings of ownership; our decision only affects whether we return funds we are still holding.
• The transaction was fraudulent. The invoice was a pretext, the seller impersonated someone, or the commission was a vehicle for a scam. We look for objective indicators —such as a mismatch between the seller's Kovix account and the identity claimed in conversation, payment requests inconsistent with the agreed brief, or patterns consistent with known scam techniques. A bare assertion of impersonation is not enough on its own, and a claim is not undermined merely because Roblox later verifies the account in question.

Where we uphold a buyer claim, the available remedy is a return of some or all of the Robux we are still holding for that transaction, less any platform fee already incurred. Where delivery was partial, we will estimate the proportion of the agreed work actually completed, based on the evidence in the conversation, and refund accordingly rather than in full.

Sellers are exposed to a different set of risks. Where the conditions are met, we may act on a claim that:

• The brief moved after the fact. A buyer demands work materially beyond the scope recorded in the conversation and withholds acceptance until it is done.
• Delivery is being denied dishonestly. A buyer claims non-delivery where the conversation shows the work was delivered.
• A claim is being used as leverage. A buyer opens a dispute to extract free revisions, a discount, or additional deliverables.
• The buyer is abusing the payment flow. Including attempts to reverse or repudiate a completed Roblox payment after accepting delivery.

Where we reject a buyer's claim, the held funds are released to the seller on the normal schedule. We will also record the outcome against the buyer's account, and repeated bad-faith claims are grounds for suspension.

A seller who has met every condition in Section 3 — clear scope in the conversation, delivery evidenced on-platform, invoice raised through Kovix — is in the strongest position this policy can put them in.

The following fall outside this policy entirely:

• anything agreed, delivered, or paid for off-platform;
• dissatisfaction with work that matches the agreed brief, including changes of mind, subjective quality preferences, and requirements never written down;
• requests for revisions, samples, or additional work made before an invoice is raised and paid — no funds are held at that point for us to act on, so this is a commercial judgment call for the seller to make;
• delays or failures caused by Roblox itself — moderation actions, deletions, outages, rate limits, currency changes, or account bans;
• loss arising from a compromised Roblox account, shared credentials, or a cookie/session token given to a third party;
• indirect or consequential loss of any kind: lost revenue, lost players, missed launch windows, reputational harm, or the value of your time;
• disputes between members of the same workspace over how a payout was split internally;
• transactions where either party is in breach of Roblox's own Terms of Use or Community Standards;
• funds already released to the seller before a claim was opened.

Unless the Kovix conversation says otherwise, delivering work through Kovix transfers to the buyer only the rights the buyer and seller actually agreed to in that conversation. We do not impose a default licence, and this policy does not decide what rights were agreed — that is a question of fact we look at like any other, from the conversation itself.

If your brief depends on a specific licence — for example commercial use of a Roblox model, exclusive rights to a music track, resale rights for an icon pack, or ongoing support for a plugin — say so explicitly in the Kovix conversation before the work is delivered. A dispute about what licence was agreed is decided the same way as any other dispute about scope: by what is written down in the conversation, not by what either side assumed afterwards.

Decisions are made by Kovix acting reasonably and based on the evidence available to us. Our decision is final for the purposes of the Kovix dispute process.

We will tell you the outcome and the main reason for it. We will not disclose the other party's private information, our internal notes, or the detail of any fraud indicators we relied on.

You may ask us to look again once, within 14 days, and only where you can point to specific evidence we did not consider. We aim to respond to a review request within 5 business days. A request to review that simply disagrees with the outcome will be closed.

A decision under this policy resolves the matter on the Kovix platform only. It is not a legal determination of your rights, it does not bind any court, and it does not stop either party pursuing the other independently. Equally, nothing here removes any statutory right you have that cannot lawfully be excluded.

The most we will ever pay out under this policy for any transaction is the amount of Robux we are still holding for that transaction at the moment the claim is opened, less fees already incurred. We do not top this up from our own funds, and we do not compensate beyond it.

We cannot reverse a completed Roblox transaction. Roblox controls its own payment and currency systems, and we have no ability to claw back Robux already withdrawn, spent, or moved by another user.

We are not liable for the acts or omissions of any user. Kovix provides the invoicing, messaging, and payment rails; the work itself, and the promises made about it, are entirely between buyer and seller. This does not limit our liability for our own operational errors in handling your funds — for example, if we send a payout to the wrong account because of our own mistake, we remain responsible for putting that right.

Nothing in this policy limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot lawfully be limited.

This policy protects people acting in good faith. Where we find that a user has abused it, we may reverse any remedy already granted, withhold funds, suspend or terminate the account and any linked accounts, and report the matter to law enforcement. Abuse includes:

• opening claims on transactions that were never genuine;
• fabricating, editing, or selectively presenting evidence;
• deliberately steering a conversation off-platform and then relying on that absence of records;
• using claims repeatedly to obtain free work;
• colluding with the other party to move funds through Kovix for a purpose other than a real commission.

We may change this policy at any time. The version that applies to a claim is the version published when the transaction was paid for. Material changes will be notified in-app or by email.

This policy sits alongside our Terms of Service and Privacy Policy. Where this policy and the Terms conflict on the subject of disputes, this policy takes precedence; on everything else, the Terms govern. Handling a claim necessarily involves authorised staff reading the conversation attached to the transaction, as described in our Privacy Policy.

Claims and questions: disputes@kovix.app.
Safety concerns: safety@kovix.app.
General support: support@kovix.app.