Trust & Safety at REALM Group Freight

1. Payments Held in Trust

Every paid transaction on REALM Group Freight flows through Stripe Connect Standard. Buyer funds are held by Stripe until the order's release conditions are met (typically delivery confirmation plus a weighbridge match where applicable). A 5% platform fee and standard Stripe processing fees apply at release. GST applies where required.

Funds are never commingled with REALM operating accounts. You can review the full release timeline on each order page.

2. Verified Identity (KYC)

Sellers and carriers complete Stripe Identity verification before they can receive payouts. We verify business legal name, ABN, and beneficial ownership where required. We never see or store your bank credentials — those go directly to Stripe.

3. Verified Quality Testing

Listings can carry one of three quality tiers:

• Basic — seller-declared, optionally backed by on-farm NIR readings.
• Verified — independent lab feed test attached.
• Performance — mandatory AFIA-graded lab test with documentation attached.

4. Weighbridge Integration

Where the loader has a certified weighbridge, gross/tare/net weights are captured directly and attached to the order. Buyers pay for delivered net weight, not listed weight. Disputes that involve a weight delta of more than 2% trigger an automatic review.

5. Dispute Resolution — 48-Hour SLA

Open a dispute from the order page within 48 hours of delivery. Our team reviews weighbridge data, in-app messages, proof-of-delivery photos and grade documentation, and issues a non-binding resolution within 48 hours.

Funds in trust are not released until the dispute is closed. Either party may decline our non-binding resolution and pursue formal legal remedies under the Australian Consumer Law per our Terms of Service.

6. Carrier & Freight Safety

Carriers must hold a valid NHVR accreditation where applicable, current insurance, and any State permits required for the cargo type. Carriers attest to Chain of Responsibility compliance at booking time. Livestock carriers must comply with the Australian Animal Welfare Standards and Guidelines for the Land Transport of Livestock.

7. Reporting Fraud or Abuse

If you see a suspicious listing, an attempt to take the conversation off-platform, or a request to pay outside Stripe, report it via the Report button on the listing, or email trust@realmgroup.global. We action confirmed reports within 24 hours, typically with account suspension.

8. What we cannot do

REALM Group Freight is a venue, not a guarantor. We do not own, inspect, transport, or warrant any listing. We cannot guarantee outcomes outside the funds-in-trust mechanism. Read our Terms of Service for the full picture.