Snapell Pty Ltd · Acceptable Use & Counterfeit Policy
Acceptable Use & Counterfeit Policy
Last updated 14 June 2026.
Pre-launch draft. This Policy is the draft we operate under while we sign up our waitlist. A lawyer-reviewed version replaces this copy before launch.
1. What this Policy covers
This Policy explains what items Snapell does and does not accept, and how Snapell handles counterfeit reports. It applies alongside the Terms of Use, Seller Terms, and Reseller Agreement.
2. We do not authenticate items
Snapell appraises items from photos using AI and human review. We do not authenticate items and we do not describe items as "guaranteed authentic". We do operate a strict counterfeit-refund policy: if an item turns out to be counterfeit we refund the reseller in full and act under the procedure in section 6.
3. Prohibited categories
The following categories are never accepted on the marketplace. The list is maintained in our prohibited-categories table and is reviewed monthly. Items in these categories are rejected at the quality gate of the appraisal pipeline.
| Category | Reason |
|---|---|
| Underwear, swimwear, lingerie | Hygiene. |
| Socks | Hygiene. Case-by-case whitelist for premium vintage athletic socks. |
| Hats and caps with sweat staining | Hygiene. |
| All children's clothing | Per-product decision. Snapell does not buy or sell children's clothing in any age bracket to avoid AU Child Product Safety Regulations exposure and condition/hygiene ambiguity. |
| Workwear with active company branding | Intellectual property and employment-relationship risk. |
| Personalised items (embroidered names, custom prints with personal info) | Privacy plus low resale value. |
| Religious garments | Cultural sensitivity, low resale. |
| Costumes (including Halloween) | Low resale, condition unverifiable. |
| Counterfeit-prone brands without verification (Supreme box-logo, Off-White, Louis Vuitton, Gucci, Balenciaga) | Authenticity risk above our refund-cost line. |
| Heavily replica-pattern items (LV / CC / Gucci monogram prints) without a tag | Authenticity risk above our refund-cost line. |
| Items with biological staining | Hygiene and legal. |
| Items damaged beyond the Fair condition floor | Condition floor enforced by the appraisal pipeline. |
This list is not exhaustive. Items can be rejected for other reasons under the Terms of Use or where the appraisal pipeline cannot establish a reasonable offer.
4. Acceptable use of the platform
When using Snapell you must not:
- Submit, list, or buy items in a prohibited category.
- Misrepresent the condition, brand, or other attribute of an item.
- Upload photos of an item you do not have, or photos taken by someone else.
- Create more than one personal account, or operate accounts on behalf of someone who has been suspended or banned.
- Use the platform to launder funds, evade tax, or move money on behalf of a third party.
- Attempt to bypass the quality gate, the dispute system, or the payments flow.
- Use Snapell’s data, including photos and appraisal records, to train a competing service.
5. What happens if you breach this Policy
Snapell can pull the listing, cancel the transaction, suspend the account, or permanently ban the account. We give written reasons and a reasonable opportunity to respond unless we are required to act immediately. Repeated breaches lead to a permanent ban. Suspected fraud is reported to Australian law enforcement.
6. Counterfeit policy
A counterfeit report can be raised by a reseller who receives an item, by a brand owner via our IP Takedown Procedure, or by Snapell during a quality-gate review.
When a counterfeit report is substantiated:
- The reseller is refunded in full.
- The item is pulled from sale and not relisted.
- The seller is IP-banned from the platform on first substantiated infringement.
- The seller has a 7-day appeal window to provide evidence of authenticity.
- After the appeal window closes, the ban is final.
- The decision is recorded in our audit log indefinitely.
A first substantiated infringement is enough to trigger the ban — there is no warning for counterfeits. This is heavier than our usual three-strikes posture for other breaches because counterfeit goods are illegal and damage the marketplace and brand owners.
7. Photos and content
You keep ownership of photos you upload and grant Snapell a non-exclusive, royalty-free, worldwide licence to use them to operate the marketplace, as described in the Seller Terms. You must not upload photos that infringe someone else’s copyright, that show someone else’s personal information, or that contain anything illegal under Australian law.
8. Changes to this Policy
We update this Policy when our practices change or when the prohibited-categories list is updated. The “Last updated” date above shows when this version was published.
9. Contact
Questions about this Policy: trust@snapell.com. Brand-owner takedown notices: ip@snapell.com.