At Prelo, we aim to create a safe, positive, and trustworthy environment for buying and selling second-hand items. Our community guidelines set the standards that help ensure everyone has a safe and positive experience. By using our platform, you agree to abide by these guidelines and contribute to a respectful, fair, and secure marketplace alongside our Terms of Service and Privacy Policy. If there is any inconsistency, the Terms of Service will apply.

Who Can Use Prelo

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• You must be at least 18 years old to create and hold a Prelo account. Users under 18 must not create or control their own accounts.

• A child may only use Prelo through the account of their parent or legal guardian, and only under that adult’s direct supervision.

• The adult account holder is responsible for all activity carried out on their account, including any use by children. You are responsible for all actions taken on your account.

• Do not create multiple accounts to evade restrictions, manipulate reviews, or mislead other users.

• Do not create accounts on behalf of someone else without their clear consent.

• Prelo is a community marketplace for private individuals, not a platform for running a business. You must not use Prelo as a business seller (for example, as a retailer, wholesaler, importer or regular trader).

 

Be Honest and Transparent

 

Accurate Listings

• Describe items truthfully and clearly (condition, size, brand, defects, functionality, etc.).

• Disclose any damage, wear, or issues with the item.

• Do not mislead buyers about price, condition, authenticity, or availability.

 

Real Photos

• Use clear, real photos of the actual item you are selling.

• Do not use stock images, AI-generated images, or heavily edited photos that misrepresent the item.

• Do not reuse photos from other people’s listings or the internet.

 

Intent to Buy and Sell

• Only list items you genuinely intend to sell and that you are able to ship within the required timeframe.

• Only commit to purchasing if you intend to follow through. Orders are generally considered final under our Terms of Service and may only be cancelled in limited circumstances (for example, where both parties agree or where required by law).

 

Respectful Communication & Prohibited Behaviour

 

We want Prelo to feel kind, inclusive, and safe.

 

You must not:

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• Harass, bully, or intimidate other users.

• Use threats, abusive language, or personal attacks.

• Use hate speech or promote discrimination based on race, ethnicity, religion, gender, sexual orientation, disability, or any other protected characteristic.

• Stalk, repeatedly message, or pressure someone after they’ve asked you to stop.

• Impersonate another person, business, or Prelo staff.

 

When you message other users:

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• Keep your tone friendly.

• Keep all communication relevant to the transaction.

 

Safety, Privacy & Off-Platform Activity

Protecting Personal Information

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• Prelo is designed so you do not need to share personal details (such as home addresses, phone numbers, bank details, or email addresses) directly with other users.

• Do not request or share these details in messages.

• If a user asks for personal information, you should decline and if necessary you may report the conversation to us.

• Integrated Shipping and No In-Person Meetups

• Prelo uses built-in door-to-door shipping.

• You must not arrange shipping, pickup, or drop-off outside of the app.

• You must not request or agree to in-person meetups.

• Transactions arranged outside the platform may not be protected and may lead to restrictions on your account.

 

Integrated Shipping and No In-Person Meetups

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• Prelo uses built-in door-to-door shipping.

• You must not arrange shipping, pickup, or drop-off outside of the app.

• You must not request or agree to in-person meetups.

• Transactions arranged outside the platform may not be protected and may lead to restrictions on your account.

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What You Can and Cannot Sell

 

Allowed Items (Examples)

 

Prelo is for preloved consumer items that fit within our size limits (up to 60cm x 60cm x 60cm) and can be safely shipped via our integrated couriers, such as:

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• Clothing, shoes, and accessories

• Children’s items (e.g. toys, clothes, books)

• Home décor and small household goods

• Books, media, and small electronics that are safe and legal to ship

 

Items must comply with all applicable laws and safety standards.

 

Prohibited Items (Examples)

 

The following items must not be listed on Prelo (this list is not exhaustive):

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• Illegal items, stolen goods, or items obtained through crime

• Weapons, explosives, fireworks, and related accessories

• Drugs, drug paraphernalia, tobacco, vapes, alcohol

• Hazardous materials, chemicals, or items that pose a safety risk in transit

• Adult/sexual content or services

• Items that depict or promote child abuse, exploitation, or sexualisation

• Counterfeit or fake branded goods

• Items that infringe intellectual property rights (e.g. bootleg DVDs, pirated software)

• Large items, furniture, vehicles, or items that cannot reasonably be shipped using our courier partners

 

Any item that is illegal, unsafe, or inappropriate for Prelo may be removed at our discretion.

 

Listing Quality Standards

 

To keep the marketplace useful and easy to browse:

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• Use clear, truthful titles and descriptions.

• Choose the most appropriate category for your item.

• Do not post duplicate or near-duplicate listings for the same item.

• Do not “keyword-stuff” titles or descriptions with unrelated brands, trends, or items to gain visibility.

• Remove or update your listing when the item is no longer available.

 

Secure Payments & Shipping

 

Payments Inside Prelo Only

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• All payments must be completed within the app using our approved payment methods.

• Never request or accept payment via bank transfer, cash, or other apps.

• Payments made outside Prelo are not protected and may lead to account restrictions or closure.

 

Shipping and Packaging

If you are a seller:

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• Use the shipping label generated through Prelo.

• Pack items carefully, using sufficient padding and a sturdy box or mailer.

• Affix the label securely to the package.

 

If you are a buyer:

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• Provide an accurate and deliverable address in your account settings.

• Track your parcel in the app and report any delivery issues promptly.

 

Disputes, Refunds & Returns

Dispute Resolution

If there is a problem with a transaction (for example, non-delivery, significant damage, or misdescription):

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• Use the in-app dispute process within the specified timeframe.

• Provide clear photos, screenshots, and explanations to help the other user review the situation. This will also help us review the issue if it is escalated.

• Communicate with the other party politely.

 

Refunds and Returns

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• Prelo does not operate a general “change of mind” returns system.

• Refunds (full or partial) may be provided where there is an issue such as:

  • The item is not as described or significantly different.

  • The item arrives damaged and was not described as such.

  • The item is not delivered.

• Outcomes may include a refund, a partial refund, or other resolution determined under our policies.

 

Reviews & Reputation

Reviews help the community make informed decisions. To keep them fair:

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• Leave reviews that are honest, relevant, and respectful.

• Do not incentivise or offer rewards for positive reviews.

• Do not coordinate reviews from multiple accounts or ask friends/family to leave misleading feedback.

• Do not retaliate with negative reviews to pressure or punish another user.

 

We may remove reviews that contain harassment, hate speech, false information, or other content that breaches these guidelines.

 

Intellectual Property

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• Only upload content (photos, text) that you own or are authorised to use.

• Do not list or share pirated, counterfeit, or unauthorised copies of branded items, software, media, or designs.

• If you believe your intellectual property has been infringed on Prelo, contact us with details so we can investigate.

 

Environmental Responsibility

Prelo exists to help items have a second life and reduce waste.

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• Whenever possible, reuse clean packaging (boxes, mailers, filler) instead of buying new.

• Avoid excessive packaging and unnecessary plastic.

• List items that are still safe, functional, and likely to be used.

 

Misuse, Fraud & Enforcement

You must not use Prelo to commit fraud or other unlawful activity, including:

 

• Selling items you do not own or cannot deliver.

• Selling stolen goods or using Prelo to launder money.

• Making false claims in disputes or chargebacks.

• Attempting to bypass our fees, shipping, or safety processes by moving transactions off-platform.

 

Consequences for Violations

If you violate these guidelines or our Terms of Service, we may:

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• Remove or edit listings, reviews, or other content.

• Issue warnings or temporary restrictions on your account.

• Suspend or permanently terminate your account.

• Withhold payouts where permitted by law and our Terms of Service.

• Report serious issues to law enforcement or other authorities.

 

If you believe we have made a mistake in moderating your content or account, you can contact us through the in-app support or help centre. We may ask for additional information and will review the decision where appropriate.

 

Final Thoughts

 

By following these guidelines, you help foster a community where everyone can enjoy the benefits of buying and selling second-hand items in a safe, respectful, and sustainable way. If you ever have questions or need support, our customer service team is here to help. Let’s work together to keep Prelo a positive and trustworthy space!

 

Thank you for being a part of Prelo.