Terms of Service

1. Acceptance of Terms

Welcome to Grainline. By accessing or using the Grainline website, mobile applications, or any related services (collectively, the "Platform"), you agree to be bound by these Terms of Service ("Terms"), our Privacy Policy, and any additional guidelines or policies incorporated herein by reference.

Age requirement. You must be at least 18 years of age to use the Platform independently. If you are between 13 and 17 years of age, you may only use the Platform with the verified consent and direct supervision of a parent or legal guardian who agrees to these Terms on your behalf. By using the Platform, you represent and warrant that you meet this requirement.

Updates to Terms. Grainline reserves the right to modify these Terms at any time. We will provide notice of material changes by email and/or by posting a prominent notice on the Platform at least 30 days before the changes take effect. Your continued use of the Platform after the effective date of any revised Terms constitutes your acceptance of the updated Terms. If you do not agree to the revised Terms, you must discontinue use.

Entire agreement. These Terms, together with the Privacy Policy and any other policies referenced herein, constitute the entire agreement between you and Grainline with respect to your use of the Platform.

2. Description of Service

Grainline is an online marketplace platform that enables independent makers and craftspeople ("Makers") to list, offer for sale, and sell handmade woodworking and craft items to buyers ("Buyers"). Grainline provides the technology and infrastructure for these transactions but is not a party to any transaction between Makers and Buyers.

Grainline is a venue only. Grainline does not manufacture, inspect, store, ship, or guarantee any items listed on the Platform. All items are listed and sold by independent Makers. Grainline makes no representations or warranties regarding the quality, safety, legality, or accuracy of any listings or items.

Marketplace facilitator. Notwithstanding the above, Grainline operates as a marketplace facilitator for sales tax purposes under applicable state and federal laws. See Section 6.4 for details on sales tax collection and remittance.

Independent contractors.Makers are independent sellers and are not employees, agents, partners, or franchisees of Grainline. Grainline does not supervise, direct, or control Makers' businesses, products, or fulfillment activities.

Platform availability. Grainline strives to maintain Platform availability but does not guarantee uninterrupted or error-free service. We reserve the right to suspend, modify, or discontinue the Platform or any feature at any time.

3. User Accounts

To access certain features of the Platform, you must register for an account. When registering, you agree to provide accurate, current, and complete information and to keep that information updated.

• One account per person. You may only maintain one active account. Creating multiple accounts to circumvent suspensions, bans, or platform policies is prohibited.
• Account security. You are solely responsible for maintaining the confidentiality of your login credentials and for all activities that occur under your account. Notify Grainline immediately at legal@thegrainline.com of any suspected unauthorized use.
• No account transfer.You may not sell, transfer, or assign your account or any account rights to any third party without Grainline's prior written consent.
• Suspension and termination.Grainline reserves the right to suspend or permanently terminate your account at any time for any violation of these Terms, for fraudulent or harmful conduct, or for any other reason at Grainline's sole discretion, with or without prior notice.
• Accurate information. Providing false, misleading, or fraudulent account information is grounds for immediate termination and may subject you to legal liability.

4. Maker (Seller) Terms

4.1 Eligibility to Sell

To sell on Grainline, you must be at least 18 years of age, legally authorized to sell goods in your jurisdiction, capable of entering into binding contracts, and able to connect a Stripe account for payouts. Grainline reserves the right to approve or deny any application to sell at its sole discretion.

4.2 Permitted Listings

Grainline is a marketplace for handmade woodworking and craft items. Permitted listings include original handmade furniture, kitchen items, decorative items, home and office items, toys, art, outdoor items, gifts, jewelry, and other handcrafted pieces where wood or natural materials are a primary component. Items must have been made by you or by members of your shop.

4.3 Prohibited Listings

The following items may not be listed on Grainline under any circumstances:

• Illegal items or items that facilitate illegal activity
• Counterfeit goods or items that infringe on any intellectual property rights
• Dangerous, hazardous, or unsafe items
• Items not made by you or your shop
• Mass-produced items misrepresented as handmade
• Dropshipped items without clear disclosure
• Items subject to recall or known safety issues
• Items prohibited under applicable law
• Alcohol, tobacco, cannabis, or controlled substances
• Live animals or animal products requiring permits
• Weapons or items that could be converted to weapons in violation of law

4.4 Listing Accuracy

You are solely responsible for the accuracy of your listings. Listings must accurately represent the item's description, materials, dimensions, condition, photos, processing time, and any applicable customization options. Misleading or deceptive listings are prohibited and may result in account suspension.

Grainline may review listings for policy compliance using automated tools and manual review (see Section 25), but this review does not constitute verification of product claims, authenticity, safety, or accuracy. Grainline makes no representations or warranties regarding the quality, safety, legality, or accuracy of any listings or items. Buyers purchase items at their own risk. Any legal claim related to item authenticity or accuracy must be brought directly against the Maker.

4.5 Fees

Grainline charges a platform fee of 5% of the item subtotal (excluding shipping and taxes). This fee is deducted before your payout via Stripe Connect. Stripe's standard payment processing fees also apply. Grainline reserves the right to adjust its fee structure upon 30 days' written notice. Fee changes apply to orders placed after the effective date of the change. Orders placed before the effective date are subject to the fee structure in effect at the time of purchase.

4.6 Fulfillment and Customer Service

As a Maker, you are solely responsible for fulfilling orders accurately and on time, communicating with buyers, handling returns and exchanges per your stated policy, and providing customer service. Grainline may facilitate dispute resolution but is not obligated to mediate every dispute.

4.7 Taxes

Grainline collects and remits applicable sales tax as a marketplace facilitator (see Section 6.4). You are solely responsible for reporting and paying income tax and all other taxes not collected by Grainline on your sales earnings. Grainline will issue 1099-K forms as required by IRS regulations. See Section 6.4 for full details.

4.8 Custom Orders

Makers offering custom or made-to-order items must clearly communicate timelines, materials, and any non-refundable deposit terms before accepting payment. Custom order disputes are subject to Grainline's Case System. Cancellation of custom orders after work has commenced may result in partial or no refund at the Maker's discretion, subject to their stated policies disclosed to the buyer at time of order.

Custom orders may be initiated through the Platform's messaging system, through the Commission Room (Section 22), or by using the "Request Something Similar" feature on listing pages. When a Maker agrees to create a custom piece, they may create a private listing (Section 32) visible only to the requesting Buyer. Custom orders processed through the Platform are subject to all standard terms including the Case System and platform fee.

4.9 Inventory and Availability

Makers are responsible for maintaining accurate inventory counts on the Platform. Selling items that are unavailable or cannot be delivered as described constitutes a breach of these Terms and may result in forced cancellations, required refunds, negative impact on maker standing, and account suspension.

4.10 Response Requirements

Makers are expected to respond to buyer inquiries and messages within 48 hours. Chronic non-responsiveness — including failure to respond to case messages within the required timeframes — may negatively affect maker standing, badge eligibility, and may result in account suspension.

4.11 Shipping Requirements

Makers must ship orders within their stated processing time. Failure to ship within 3 days of the stated processing deadline without proactively notifying the buyer may result in Grainline initiating a case on the buyer's behalf at its discretion. Makers must provide valid tracking information for all shipped orders.

4.12 Independent Contractor Status

Makers are independent contractors, not employees, agents, or partners of Grainline. Makers are solely responsible for their own business operations, business licenses, insurance coverage, workers' compensation, income taxes, and compliance with all applicable laws and regulations. Nothing in these Terms creates any employment, partnership, joint venture, or agency relationship between Makers and Grainline.

4.13 Gift Wrapping

Makers offering gift wrapping services are solely responsible for the quality of gift wrapping provided. Grainline makes no representations about gift wrapping quality. Gift wrapping pricing is set by and paid to the Maker and is subject to the same platform fee as the underlying item.

4.14 Stripe Connect

All payouts to Makers are processed through Stripe Connect. You must create and maintain a valid Stripe Connect account and comply with Stripe's terms of service and the Stripe Connected Account Agreement. Grainline is not responsible for delays, errors, or failures in Stripe's payout processing.

The Stripe Connected Account Agreement and Stripe's Terms of Service are incorporated into these Terms by reference. In the event of a conflict between these Terms and Stripe's terms regarding payment processing, Stripe's terms shall govern with respect to payment processing matters. If your Stripe Connect account is suspended, deactivated, or disconnected — whether by Stripe, by you, or by Grainline — your listings will be automatically hidden from the Platform and you will be unable to receive new orders until a valid Stripe Connect account is restored.

4.15 Content License

By posting listings on Grainline, you grant Grainline a non-exclusive, worldwide, royalty-free, sublicensable license to use, display, reproduce, and distribute your listing content (including photos, descriptions, and other materials) for the purpose of operating, promoting (including in paid advertising, social media, email campaigns, and third-party marketing channels), and improving the Platform. This license survives removal of your listing but not deletion of your account.

Notwithstanding the foregoing, listing data captured in order transaction records (listing snapshots) at the time of purchase is retained per the data retention schedule in the Privacy Policy, regardless of listing removal or account deletion, as required for tax compliance, dispute resolution, and legal obligations.

4.16 Listing Removal

Grainline reserves the right to remove any listing or content at any time, for any reason, with or without notice, in its sole discretion. Reasons for removal may include, but are not limited to, violation of these Terms, receipt of a valid DMCA notice, suspected fraud, safety concerns, or any other reason Grainline deems appropriate. Removal of a listing does not entitle Makers to any refund of fees already paid.

4.17 Off-Platform Transactions

All transactions for items discovered on Grainline must be completed through the Grainline Platform. Transactions conducted outside the Platform — including direct payment arrangements between Buyers and Makers that bypass Grainline — are strictly prohibited. Off-platform transactions:

• Are not protected by Grainline's Case System
• Are not eligible for dispute resolution or refund assistance from Grainline
• Violate Grainline's fee agreement and may constitute fraud against Grainline
• May result in immediate account suspension or termination for both parties

Grainline is not responsible for any loss, fraud, or dispute arising from off-platform transactions. Soliciting off-platform transactions is a prohibited activity under Section 10.

4.18 Product Liability

Makers are solely responsible for the safety, quality, and legality of their products. Makers are solely responsible for any injury, property damage, illness, or loss caused by their products. Makers who sell items that pose safety risks — including but not limited to furniture, tools, children's items, and food-contact items — must carry appropriate product liability insurance if they list items in the Toys or Kitchen categories, and should carry product liability insurance for all other categories. Grainline expressly disclaims all liability for any harm caused by Maker products to the fullest extent permitted by law.

By listing an item on Grainline, Makers represent and warrant that their products comply with all applicable product safety laws and regulations, including but not limited to the Consumer Product Safety Act, applicable ASTM standards, and any other federal, state, or local regulations applicable to the item type.

Without limiting the generality of the foregoing: Makers who list items in the Toys category that are designed or intended for children 12 years of age or younger must comply with the Consumer Product Safety Improvement Act (CPSIA), including third-party testing and issuance of a Children's Product Certificate (CPC) where required by law. Makers who list food-contact items in the Kitchen category (such as cutting boards, utensils, bowls, and serving pieces) must use food-safe finishes and must disclose the type of finish used in the listing description. Makers who ship products to California must comply with California Proposition 65 warning requirements where applicable. If you become aware of a safety defect or hazard in any product you have sold through the Platform, you must immediately notify Grainline at legal@thegrainline.com and take appropriate action to notify affected Buyers.

4.19 Public Profile

By creating a seller profile on Grainline, you acknowledge that the following information is publicly visible to all users and may be indexed by search engines: your display name, tagline, biography, profile and banner photos, workshop photos, gallery images, city and state, years in business, shop policies, FAQ answers, ratings and reviews, follower count, active listings, and blog posts. Your precise workshop coordinates, if set, are used to display your approximate location on the Makers Map but exact coordinates are not displayed to users. Your email address is never displayed publicly.

4.20 Makers Map

If you set a workshop location, your shop will appear as a pin on the publicly accessible Makers Map. Only your approximate location (city/region level) is displayed on the map. You may remove your map pin at any time by clearing your location in your dashboard settings.

4.21 Intellectual Property Warranty

You represent and warrant that your listings — including the design, content, images, and the items themselves — do not infringe any third-party intellectual property rights, including patents, copyrights, trademarks, trade secrets, or rights of publicity. You represent that you have obtained all necessary rights, releases, and consents for any content you upload, including the consent of any identifiable persons depicted in your photos for the use of their likeness on the Platform. You are solely responsible for any claims of infringement arising from your listings or products.

4.22 Identity Verification

Grainline reserves the right to verify your identity at registration and periodically during your use of the Platform, including by using third-party verification services, accessing public records, or requesting additional identification documents. Failure to provide requested verification information within the timeframe specified by Grainline may result in account suspension or termination. You represent that all identity and business information you provide to Grainline and to Stripe is accurate, current, and complete.

4.23 Business Licenses and Compliance

You are responsible for obtaining and maintaining all licenses, permits, and registrations required to operate your business in your jurisdiction, including but not limited to business licenses, home occupation permits, and sales tax permits for sales made outside the Platform. You represent and warrant that your use of the Platform complies with all applicable federal, state, and local laws and regulations.

4.24 Listing Content Requirements

Listing photos must be your own original photographs of the actual item for sale. Stock photos, photos taken from other sellers or websites, and AI-generated images that misrepresent the actual item are prohibited. Listings must include at least one photo of the item.

Origin claims such as "Made in USA," "Handmade in America," or similar must comply with FTC Made in USA Labeling Rule requirements — an unqualified "Made in USA" claim requires that the product be all or virtually all made in the United States, including materials. Qualified claims (e.g., "Made in USA from domestic and imported materials") must be truthful and substantiated.

4.25 Seller Warranties

If you offer a written warranty on any product sold through the Platform (e.g., "lifetime guarantee," "5-year warranty"), you must comply with the Magnuson-Moss Warranty Act (15 U.S.C. § 2301 et seq.), including making the full warranty terms available to Buyers before purchase and designating the warranty as "full" or "limited." Grainline does not administer, endorse, or guarantee any Maker warranty. Warranty disputes between Buyers and Makers are subject to the Case System (Section 9) and applicable law.

5. Buyer Terms

By purchasing items on Grainline, you agree to the following terms and acknowledge your understanding of how the Platform works.

• Payment obligation. You agree to pay all amounts stated at checkout, including the item price, shipping costs, and any applicable taxes.
• Accurate shipping information. You are responsible for providing accurate and complete shipping address information. Grainline and Makers are not responsible for delivery failures caused by inaccurate address information you provide.
• Independent makers. You understand and acknowledge that items are sold by independent Makers, not by Grainline. Grainline does not manufacture, inspect, or guarantee any item.
• Release of Grainline. To the maximum extent permitted by law, you release Grainline from any and all claims, demands, and damages arising out of or in connection with the quality, condition, safety, or legality of items purchased, or any dispute between you and a Maker.
• Maker policies.You are responsible for reviewing each Maker's return, shipping, and custom order policies before completing a purchase. Policies are displayed on each listing and Maker's shop profile.
• Chargebacks and payment disputes. You agree to attempt resolution through the Case System (Section 9) before initiating a chargeback. See Section 5.8 for details on your rights under applicable consumer protection law. Initiating a chargeback without first attempting resolution through the Case System may result in account suspension.

5.7 Cart and Inventory

Adding an item to your cart does not reserve that item. Items remain available for purchase by other Buyers until checkout is completed. If an item becomes unavailable between the time you add it to your cart and the time you attempt to complete checkout, the transaction will not be processed.

5.8 Chargeback Rights

You agree to attempt resolution of transaction disputes through the Case System (Section 9) before initiating a chargeback with your bank or credit card issuer. However, nothing in these Terms limits or waives any rights you may have under the Fair Credit Billing Act (FCBA) or other applicable federal or state consumer protection laws, including the right to dispute charges directly with your card issuer at any time.

6. Payments and Fees

6.1 Payment Processing

All payments on Grainline are processed by Stripe, Inc., a third-party payment processor. Grainline never stores your full payment card information. By making a purchase, you agree to Stripe's Terms of Service. All transactions are processed over encrypted connections (HTTPS/TLS) and Stripe maintains PCI DSS Level 1 compliance.

6.2 Platform Fee

Grainline charges Makers a 5% platform feeon each completed transaction (calculated on the item subtotal, excluding shipping and taxes). This fee is automatically deducted from the Maker's payout before transfer via Stripe Connect. Buyers are not charged this fee separately. Grainline reserves the right to change platform fees with 30 days written notice to affected Makers.

When Grainline issues a refund through the Case System (Section 9), the platform fee is not refunded to the Maker. When a Maker issues a voluntary refund through the seller dashboard (Section 8.5), the platform fee is also not refunded.

6.3 Maker Payouts

Makers receive payouts via Stripe Connect after deduction of the platform fee and Stripe's payment processing fees. Payout timing is determined by Stripe's payout schedule, which may change. Payouts are typically processed within 2–7 business daysafter sale completion, depending on the Maker's Stripe account status and bank. See Stripe's Terms for current payout timing. Grainline is not responsible for changes to Stripe's payout schedule. Makers must maintain a valid, active Stripe Connect account to receive payouts. Grainline is not responsible for payout delays caused by Stripe, banking institutions, or incomplete Stripe account setup.

6.4 Sales Tax — Marketplace Facilitator

Grainline operates as a marketplace facilitator under applicable state laws, including the Texas Tax Code §151.0242 and equivalent laws in all states with a marketplace facilitator statute. As a marketplace facilitator, Grainline collects and remits applicable sales tax on all taxable transactions made through the Platform on behalf of Makers.

By selling on Grainline, Makers authorize and acknowledge that:

• Grainline will collect and remit sales tax on their behalf as required by law in each applicable state
• This agreement constitutes Grainline's written certification to Makers as required by Texas and other marketplace facilitator laws
• Makers who sell exclusively through Grainline may not need a separate sales tax permit in states where Grainline has certified it will collect and remit — however, Makers should consult a qualified tax professional for their specific situation, as requirements vary by state and individual circumstances
• Grainline assumes liability for sales tax collection and remittance on marketplace sales; Makers are relieved of this obligation for sales made through Grainline, provided Makers have not provided incorrect information to Grainline

Income tax remains Maker's responsibility.Grainline's marketplace facilitator obligations cover only sales and use tax. Makers are solely responsible for all income taxes, self-employment taxes, and any other taxes on their earnings. Grainline will issue IRS Form 1099-K to Makers who receive $600 or more in annual payments through the Platform, as required by IRS regulations. Grainline does not provide tax advice; consult a qualified tax professional.

Buyer sales tax. Applicable sales tax is calculated and displayed to Buyers at checkout before purchase is completed. Tax amounts are determined based on the shipping destination and applicable state and local rates.

6.5 Stripe Tax

Grainline uses Stripe Taxto calculate applicable sales and use tax at checkout. Tax amounts are calculated based on the buyer's shipping address and applicable state and local rates, and are shown to buyers before completing purchase. Tax calculations are provided on a best-efforts basis using third-party tax services. Grainline does not guarantee the accuracy of tax calculations in all jurisdictions and is not liable for any tax underpayment, overpayment, penalties, or interest resulting from errors in automated tax calculation. Makers and Buyers are encouraged to consult a qualified tax professional for their specific situation.

6.6 No Hidden Buyer Fees

Buyers will not be charged any fees beyond the listed item price, shipping cost (calculated at checkout), gift wrapping (if selected), and applicable taxes. All amounts are displayed before purchase is completed.

6.7 Currency

All transactions on Grainline are conducted in United States Dollars (USD) unless otherwise stated.

6.8 Payment Collection Agent

Each Maker appoints Grainline, acting through its payment processor Stripe Connect, as their limited payment collection agent for the sole purpose of receiving payments from Buyers on the Maker's behalf. A Buyer's payment obligation to a Maker is satisfied upon receipt of funds by Stripe on Grainline's behalf, regardless of when or whether funds are subsequently disbursed to the Maker. Grainline's receipt of payment on behalf of a Maker is considered the same as payment made directly to the Maker. This appointment does not create any fiduciary obligation or trust relationship between Grainline and the Maker beyond the obligation to remit funds in accordance with these Terms and the Stripe Connected Account Agreement.

6.9 Payment Reserves and Holds

Grainline and its payment processor reserve the right to delay, hold, or place reserves on Maker payouts in cases of unusual order activity, elevated chargeback rates, new seller onboarding periods, suspected fraud, pending dispute resolution, or as required by applicable law or Stripe's risk policies. Grainline will make commercially reasonable efforts to notify affected Makers of any payment holds and the reason for such holds.

7. Shipping and Delivery

Shipping and delivery of items are the sole responsibility of the Maker. Grainline provides shipping tools and integrations but is not a carrier and is not responsible for shipping outcomes.

• Maker responsibility. Makers are responsible for packaging items appropriately, shipping within the stated processing time, and providing tracking information to buyers.
• Processing times are estimates.Listed processing times represent the Maker's estimated preparation time and are not guarantees of delivery dates. Actual shipping times depend on the carrier and are beyond Grainline's and most Makers' control.
• Carrier delays. Grainline is not responsible for delays caused by carriers, customs, weather events, natural disasters, or other circumstances beyond our reasonable control.
• Risk of loss. Risk of loss or damage to items transfers to the Buyer upon delivery of the item to the carrier for shipment. Buyers should consider purchasing shipping insurance for high-value items where available.
• Local pickup. Where a Maker offers local pickup, Buyers and Makers are responsible for coordinating the pickup directly. Grainline is not responsible for any issues arising from local pickup arrangements.
• Address errors. Grainline and Makers are not responsible for non-delivery resulting from inaccurate or incomplete shipping information provided by the Buyer.

7.7 Estimated Delivery Dates

The Platform calculates estimated delivery dates based on the Maker's stated processing time plus estimated carrier transit time plus a grace period. These dates are estimates only and are not guaranteed delivery dates. Actual delivery depends on carrier performance, weather, customs, and other factors beyond Grainline's control.

7.8 Multi-Seller Orders

Orders containing items from multiple Makers are processed as separate transactions, one per Maker. Each transaction has its own processing timeline, shipping, and tracking. Buyers will receive separate shipments from each Maker.

7.9 Shipping Labels

Grainline offers an optional shipping label purchase feature for Makers. When a Maker purchases a shipping label through the Platform, the label cost is deducted from the Maker's payout via their Stripe Connect account. Label pricing is provided by third-party carriers through Shippo and Grainline does not mark up label costs. Purchased labels may be voided subject to carrier policies.

7.10 Domestic Shipping Only

The Platform currently supports shipping within the United States only. International orders are not available at this time. Grainline reserves the right to expand shipping availability in the future.

7.11 Package Theft and Delivery Confirmation

When carrier tracking information confirms delivery, the Maker's shipping obligation is considered fulfilled. If a Buyer reports that a package was not received despite carrier confirmation of delivery, the Buyer may open a case through the Case System (Section 9). Grainline will review available evidence, including tracking data, delivery confirmation, and any additional documentation, and make a determination at its sole discretion. Neither Grainline nor the Maker guarantees against package theft after carrier-confirmed delivery.

7.12 Hazardous Materials in Shipping

Makers are solely responsible for compliance with all applicable shipping regulations, including Department of Transportation (DOT) hazardous materials regulations (49 CFR). Products containing or shipped with flammable, combustible, or otherwise regulated materials (including certain wood finishes, stains, adhesives, and solvents) must be packaged, labeled, and shipped in accordance with applicable carrier and regulatory requirements.

8. Returns, Refunds, and Cancellations

8.1 Maker Return Policies

Each Maker sets their own return and refund policy, which must be clearly stated in their shop policies. Buyers should review the Maker's policy before purchasing. Grainline does not guarantee any particular return or refund policy across all Makers. Return eligibility, timeframes, and conditions vary by Maker.

8.2 Custom and Made-to-Order Items

Custom, personalized, and made-to-order items may be non-refundable or subject to limited return rights per the Maker's stated policy. Buyers acknowledge that custom items are created specifically for them and agree to the Maker's cancellation terms before placing custom orders. Review the listing and Maker policies carefully before purchasing any custom item.

8.3 Grainline Case System Refunds

In cases escalated to Grainline staff for resolution, Grainline may at its sole discretion issue:

• Full refund to the Buyer
• Partial refund to the Buyer
• No refund (case dismissed)

Grainline's decision in case resolution is final, subject to the re-review process described in Section 9.4. Refunds issued through the Case System are processed to the original payment method and typically appear within 5–10 business days, subject to your bank's processing time.

8.4 Chargebacks

Buyers agree to contact Grainline through the Case System before initiating a chargeback with their payment provider. Initiating a chargeback without first attempting resolution through the Case System may result in account suspension. Fraudulent chargebacks — including chargebacks initiated after a Case System resolution in Grainline's favor — may result in permanent account termination and referral to appropriate authorities. Grainline reserves the right to contest chargebacks where the Case System was not used in good faith. When a chargeback is filed, the payment processor assesses a chargeback fee (currently $15 per chargeback). If a chargeback is filed without good faith use of the Case System, the chargeback fee may be deducted from the Maker's future payouts or, if the chargeback is determined to be fraudulent, assessed against the Buyer's account. Nothing in this section limits Buyers' rights under applicable federal or state consumer protection laws, including the Fair Credit Billing Act.

8.5 Seller-Initiated Refunds

Makers may issue full or partial refunds to Buyers at any time through the Grainline seller dashboard. Refunds are processed through Stripe and typically appear within 5–10 business days. Grainline's platform fee is not refunded when a Maker voluntarily issues a refund. For full refunds of in-stock items, the item's stock quantity is automatically restored.

8.6 Grainline Is Not the Seller

Grainline is a marketplace platform. When Buyers purchase from Makers on Grainline, the contract of sale is between the Buyer and the Maker — not Grainline. Grainline may facilitate dispute resolution but is not the seller of record and is not liable for item quality, defects, or misrepresentation by Makers. Grainline's role in any transaction is limited to facilitating the marketplace as described in these Terms. Grainline's aggregate liability in connection with any transaction is subject to the limitations set forth in Section 13.4.

8.7 Pre-Shipment Cancellations

Buyers may request cancellation of an order prior to shipment by contacting the Maker through the Platform's messaging system. Makers should process cancellation requests promptly and issue a full refund for orders not yet shipped. Once an item has been shipped or a Maker has begun work on a made-to-order item, the order cannot be cancelled and is subject to the Maker's return policy. Makers may cancel an order prior to shipment if they are unable to fulfill it, in which case a full refund must be issued to the Buyer promptly.

9. Dispute Resolution (Cases)

9.1 Grainline Case System

Grainline provides a Case System for resolving disputes between Buyers and Makers. The Case System is the required first step for any transaction dispute before escalation to Grainline staff or initiation of a chargeback.

9.2 Opening a Case

Buyers may open a case after the estimated delivery date has passed if:

• The item was not received
• The item significantly differs from the listing description
• The item arrived damaged
• The wrong item was received

Buyers must open cases within 30 daysof the estimated delivery date. Cases opened after this window may be rejected at Grainline's discretion. If the Maker did not provide tracking information, the 30-day window begins from the order date rather than the estimated delivery date.

9.3 Case Process

Upon case opening:

• The Maker has 48 hours to respond. Failure to respond may result in an automatic finding in favor of the Buyer.
• Both parties enter the "IN_DISCUSSION" phase and have the opportunity to resolve the matter directly.
• If unresolved after the discussion period (48 hours after discussion begins), either party may escalate to Grainline staff.
• Escalated cases are reviewed by Grainline staff. Review and determination are typically completed within 3–5 business days.

9.4 Grainline's Role in Cases

When reviewing escalated cases, Grainline staff will:

• Review all communications between Buyer and Maker
• Review order details, photos, and tracking information
• Make a determination at Grainline's sole discretion
• Issue a resolution: full refund, partial refund, or case dismissal

Grainline's case decisions are final. Either party may request a one-time re-review of a case decision by emailing legal@thegrainline.com within 7 calendar days of the decision, providing new evidence or information not previously considered. Grainline will respond within 14 calendar days. The re-review decision is final and binding on both parties.

9.5 Case Abuse

Filing false or fraudulent cases, providing false information during case proceedings, or using the Case System to harass Makers or Buyers may result in account suspension or permanent termination.

9.6 Limitation on Cases

The Case System is not a substitute for legal proceedings. For disputes exceeding $10,000, parties are encouraged to seek independent legal counsel. Grainline's maximum liability in connection with any case is limited to the transaction amount, as further described in Section 13.

9.7 Binding Arbitration

Disputes between users and Grainline that cannot be resolved through the Case System are subject to binding arbitration as described in Section 15.

9.8 Time Calculations

Unless otherwise specified, all time periods in these Terms (including "48 hours," "30 days," and similar references) are measured in calendar time, including weekends and holidays. Where "business days" is specified, it means Monday through Friday, excluding U.S. federal holidays. All server-side deadlines are calculated in Coordinated Universal Time (UTC).

10. Prohibited Activities

You agree not to engage in any of the following prohibited activities in connection with your use of the Platform:

• Engaging in or facilitating fraudulent transactions, misrepresentation, or deceptive practices
• Listing, selling, or purchasing counterfeit goods or items that infringe on any intellectual property rights
• Misrepresenting item origin, materials, or handmade status
• Selling mass-produced items as handmade
• Dropshipping items without clear disclosure to buyers
• Harassing, threatening, intimidating, or abusing other users
• Circumventing, attempting to circumvent, or assisting others in circumventing platform fees
• Creating, soliciting, or posting fake, incentivized, or misleading reviews
• Manipulating review scores or offering incentives for positive reviews
• Sending spam, unsolicited commercial messages, or chain messages through the Platform
• Circumventing the Case System by initiating chargebacks without good faith use of the Case System first
• Scraping, crawling, or using automated tools to access Platform data without Grainline's express written permission
• Interfering with or disrupting Platform security, servers, or networks
• Using the Platform to facilitate money laundering, tax evasion, or any other illegal financial activity
• Listing items prohibited under Section 4.3 of these Terms
• Creating multiple accounts to circumvent suspensions, bans, or platform policies
• Impersonating any person or entity, including Grainline staff or other users
• Collecting or harvesting other users' personal information without consent
• Reverse engineering, decompiling, or disassembling any part of the Platform
• Violating any applicable local, state, national, or international law or regulation
• Creating or using fake accounts, bots, or automated tools to manipulate search rankings, listing visibility, review scores, or platform metrics
• Coordinating with other users to artificially inflate ratings or manipulate the Platform
• Using the Platform to solicit off-platform transactions or to circumvent Grainline fees
• Providing false product safety information or misrepresenting compliance with applicable laws and regulations
• Accessing or attempting to access the Platform after your account has been suspended or terminated, whether through a new account, another user's account, or any other means

Grainline reserves the right to investigate and take appropriate legal action against anyone who violates these prohibitions, including removing prohibited content, suspending or terminating accounts, and reporting to law enforcement authorities.

11. Intellectual Property

11.1 Grainline IP

All platform content, logos, designs, software, and trademarks are owned by Grainline and protected by applicable intellectual property laws. You may not use, copy, reproduce, distribute, or create derivative works from Grainline IP without Grainline's prior written consent.

11.2 User Content License

You retain ownership of all content you submit to the Platform ("User Content"), including listing photos, descriptions, messages, and blog posts. By submitting User Content, you grant Grainline a non-exclusive, worldwide, royalty-free, sublicensable license to use, display, reproduce, and distribute such content in connection with operating, promoting (including in paid advertising, social media, email campaigns, and third-party marketing channels), and improving the Platform. This license survives removal of your listing but not deletion of your account.

You represent that you have obtained all necessary rights, releases, and consents for any content you upload, including the consent of any identifiable persons depicted in your photos for the use of their likeness on the Platform.

11.3 DMCA Takedown Notices

Grainline respects intellectual property rights and complies with the Digital Millennium Copyright Act (DMCA). To report copyright infringement, send a written notice to legal@thegrainline.com with the subject line "DMCA Notice." Your notice must include:

• Identification of the copyrighted work claimed to be infringed
• Identification of the allegedly infringing material and its location on the Platform
• Your contact information (name, address, phone, email)
• A statement of good faith belief that the use is not authorized by the copyright owner, its agent, or the law
• A statement, under penalty of perjury, that the information in the notice is accurate and that you are the copyright owner or authorized to act on the owner's behalf
• Your physical or electronic signature

Grainline will process valid DMCA notices promptly.

11.4 Counter-Notices

If you believe content was wrongfully removed in response to a DMCA notice, you may submit a counter-notice to legal@thegrainline.com following standard DMCA counter-notice requirements, including a statement under penalty of perjury that you have a good faith belief the material was removed by mistake or misidentification.

11.5 Repeat Infringers

Grainline will suspend or terminate the accounts of users who are determined to be repeat infringers of intellectual property rights.

11.6 Feedback and Suggestions

Any feedback, ideas, suggestions, or feature requests you voluntarily submit to Grainline become the sole property of Grainline. Grainline may use, modify, and implement such feedback without restriction, attribution, or compensation to you.

12. Privacy

Your privacy is important to us. Please review our Privacy Policy, which is incorporated into these Terms by reference and explains how we collect, use, and share information about you.

• Stripe — payment data shared with Stripe for payment processing; Grainline does not store full card information.
• Shippo — shipping address information shared with Shippo to generate labels and obtain rate quotes.
• Clerk — authentication data processed by Clerk, our identity provider.
• Resend — email address and name shared with Resend for transactional and marketing email delivery.

13. Disclaimers and Limitation of Liability

13.1 "As Is" Disclaimer

THE PLATFORM IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT. GRAINLINE DOES NOT WARRANT THAT THE PLATFORM WILL BE UNINTERRUPTED, ERROR-FREE, SECURE, OR FREE OF VIRUSES OR OTHER HARMFUL COMPONENTS.

13.2 No Warranty for Listings

GRAINLINE MAKES NO WARRANTY WITH RESPECT TO ANY ITEM LISTED OR SOLD ON THE PLATFORM, INCLUDING WARRANTIES OF QUALITY, SAFETY, FITNESS FOR PURPOSE, OR ACCURACY OF LISTING DESCRIPTIONS. GRAINLINE IS NOT RESPONSIBLE FOR THE ACTIONS, PRODUCTS, OR CONTENT OF ANY MAKER OR BUYER.

13.3 No Warranty of Authenticity

GRAINLINE MAKES NO REPRESENTATION OR WARRANTY THAT ANY ITEM LISTED ON THE PLATFORM IS HANDMADE, AUTHENTIC, ORIGINAL, SAFE, OR ACCURATELY DESCRIBED BY THE MAKER. GRAINLINE DOES NOT INSPECT ITEMS BEFORE OR AFTER LISTING. BUYERS PURCHASE ENTIRELY AT THEIR OWN RISK WITH RESPECT TO ITEM AUTHENTICITY AND QUALITY.

13.4 Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT WILL GRAINLINE, ITS OFFICERS, DIRECTORS, EMPLOYEES, AGENTS, OR AFFILIATES BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, PUNITIVE, OR EXEMPLARY DAMAGES ARISING OUT OF OR IN CONNECTION WITH YOUR USE OF OR INABILITY TO USE THE PLATFORM, EVEN IF GRAINLINE HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

IN ANY CASE, GRAINLINE'S MAXIMUM AGGREGATE LIABILITY TO YOU FOR ALL CLAIMS ARISING OUT OF OR RELATING TO THESE TERMS OR YOUR USE OF THE PLATFORM WILL NOT EXCEED THE GREATER OF (A) THE TOTAL FEES PAID BY YOU TO GRAINLINE IN THE 12 MONTHS IMMEDIATELY PRECEDING THE EVENT GIVING RISE TO THE CLAIM, OR (B) ONE HUNDRED U.S. DOLLARS ($100).

Some jurisdictions do not allow the exclusion of certain warranties or the limitation of liability for certain types of damages. In such jurisdictions, Grainline's liability will be limited to the fullest extent permitted by applicable law.

14. Indemnification

You agree to defend, indemnify, and hold harmless Grainline and its officers, directors, employees, agents, and affiliates from and against any and all claims, damages, losses, costs, and expenses (including reasonable attorneys' fees) arising out of or relating to:

• Your use of or access to the Platform
• Your violation of these Terms
• Your violation of any applicable law, regulation, or third-party right
• Any item you list, sell, or purchase on the Platform
• Any User Content you submit to the Platform
• Any dispute between you and another user of the Platform
• Your failure to collect, report, or remit any taxes that are your responsibility
• Any Commission Request you post, any interest you express in a Commission Request, or any transaction arising from the Commission Room
• Your misuse of Buyer personal data shared with you for order fulfillment, including any use beyond fulfilling the specific order for which the data was provided

Grainline reserves the right, at its own expense, to assume the exclusive defense and control of any matter otherwise subject to indemnification by you. You will not settle any claim without Grainline's prior written consent.

15. Governing Law and Dispute Resolution

15.1 Governing Law

These Terms and any dispute arising out of or relating to these Terms or your use of the Platform will be governed by and construed in accordance with the laws of the State of Texas, without regard to its conflict of law principles.

15.2 Binding Arbitration

EXCEPT AS PROVIDED IN SECTION 15.4, ANY DISPUTE, CLAIM, OR CONTROVERSY ARISING OUT OF OR RELATING TO THESE TERMS OR YOUR USE OF THE PLATFORM WILL BE RESOLVED BY BINDING ARBITRATION ADMINISTERED BY THE AMERICAN ARBITRATION ASSOCIATION ("AAA") IN ACCORDANCE WITH ITS CONSUMER ARBITRATION RULES, RATHER THAN IN COURT. The arbitration will be conducted in Travis County, Texas, unless both parties agree otherwise.

15.3 Class Action Waiver

YOU AND GRAINLINE EACH AGREE THAT ANY DISPUTE RESOLUTION PROCEEDING WILL BE CONDUCTED ONLY ON AN INDIVIDUAL BASIS AND NOT IN A CLASS, CONSOLIDATED, OR REPRESENTATIVE ACTION. If a court or arbitrator finds this waiver unenforceable in any instance, then the entire arbitration agreement will be void as to that claim only.

Nothing in this section prevents either party from seeking public injunctive relief in any court of competent jurisdiction to the extent such a waiver is unenforceable under applicable law.

15.4 Small Claims Court Exception

Either party may bring an individual claim in small claims court in Travis County, Texas if the claim qualifies for small claims jurisdiction.

15.5 Arbitration Opt-Out

You may opt out of the arbitration agreement by sending written notice to legal@thegrainline.com within 30 days of first creating your account or first accepting these Terms. Your opt-out notice must include your name, email address, and a clear statement that you are opting out of arbitration. Opting out does not affect any other provision of these Terms.

16. Termination

By you. You may terminate your account at any time by contacting us at legal@thegrainline.com. Termination does not entitle you to a refund of any fees paid. If you have pending orders at the time of your deletion request, you must fulfill all outstanding orders before your account is deactivated. Pending payouts will be processed according to Stripe's standard schedule. Grainline may delay account deactivation until all pending orders are fulfilled or refunded and all pending payouts are processed.

By Grainline.Grainline may suspend or permanently terminate your account and access to the Platform at any time, with or without notice, for any violation of these Terms, for fraudulent or harmful conduct, or for any other reason at Grainline's sole discretion.

Effect of termination.Upon termination, your right to use the Platform immediately ceases, and Grainline may delete your account data in accordance with our Privacy Policy. Upon account suspension or termination by Grainline: all active listings are immediately hidden from the Platform; new purchases of the user's items are blocked; open Commission Requests are closed. For existing unfulfilled orders, Grainline may at its discretion require the suspended seller to complete fulfillment, arrange alternative fulfillment, or issue refunds to affected buyers. Grainline does not hold, freeze, or seize funds in a seller's Stripe Connect account — sellers retain access to funds already transferred to their Stripe account. Grainline maintains a permanent audit log of all suspension and termination actions. Users who believe their account was suspended in error may contact legal@thegrainline.com to request review. Grainline will respond within 30 days but is not obligated to reverse any suspension decision. The following provisions survive termination: Sections 4.15, 4.21, 6, 9, 10, 11, 13, 14, 15, 20, 22.6, 25.5, 27.8, 33, and all payment obligations that accrued prior to termination.

Account Dormancy. If your account has no login activity for 24 consecutive months and has no pending orders, open cases, or unprocessed payouts, Grainline may classify your account as dormant. Grainline will send a notice to your registered email address 60 days before taking any dormancy action. If you do not respond or log in within the 60-day notice period, Grainline may archive your listings (removing them from public view), restrict account features, and eventually delete the account in accordance with our Privacy Policy. Any unclaimed funds associated with a dormant account will be handled in accordance with applicable state unclaimed property laws. You may reactivate a dormant account by logging in during the notice period or by contacting legal@thegrainline.com.

17. Changes to Terms

Grainline reserves the right to modify these Terms at any time. For material changes, we will provide at least 30 days' advance notice by sending an email to the address associated with your account and posting a prominent notice on the Platform.

Your continued use of the Platform after the effective date of any revised Terms constitutes your acceptance of the updated Terms. If you do not agree to the revised Terms, you must stop using the Platform and may terminate your account.

Non-material changes (clarifications, typographical corrections, changes required by law) may take effect immediately upon posting without advance notice.

18. Contact Information

If you have any questions, concerns, or complaints about these Terms, please contact us:

For DMCA notices, email legal@thegrainline.com with subject line "DMCA Notice".

19. Guild Verification Program

19.1 Program Overview

Grainline offers a voluntary Guild Verification Program for Makers. Verification badges indicate that a Maker has met certain criteria as described below. BADGES DO NOT CONSTITUTE AN ENDORSEMENT BY GRAINLINE OF PRODUCT QUALITY, SAFETY, OR AUTHENTICITY. Grainline makes no warranty regarding verified Makers or their products.

19.2 Guild Member Badge

The Guild Member badge indicates that a Maker has:

• Completed their maker profile
• Maintained at least 5 active listings
• Achieved $250 in completed sales
• Maintained good account standing
• Submitted an application reviewed and approved by Grainline staff

The Guild Member badge confirms profile completeness and platform standing only. It does not guarantee product quality, authenticity, or business legitimacy.

19.3 Guild Master Badge

The Guild Master badge indicates that a Maker has:

• Met all Guild Member requirements
• Maintained a minimum 4.5-star average rating
• Demonstrated consistent on-time shipping performance
• Maintained high buyer response rates
• Completed a minimum number of transactions
• Maintained no unresolved disputes for a minimum of 6 consecutive months

This badge reflects historical performance metrics only. Past performance does not guarantee future performance. Grainline makes no warranty regarding Guild Master verified Makers.

19.4 Badge Maintenance and Revocation

Verification badges are subject to periodic review. Badges may be revoked if:

• Maker no longer meets the criteria for the badge
• Maker violates Grainline's Terms of Service
• Maker's performance metrics fall below required thresholds
• Fraudulent activity is detected

Grainline reserves the right to revoke badges at any time at its sole discretion with or without prior notice. Makers whose badges have been revoked may reapply when they believe they meet all applicable criteria. Reapplication is subject to the same review process as initial applications. Previous revocation does not automatically disqualify a Maker from future badge eligibility.

19.5 FTC Disclosure

In compliance with FTC guidelines, Grainline clearly discloses the specific criteria for each badge level. Verification badges are not paid endorsements and cannot be purchased. Badge criteria are applied consistently to all Makers. The existence of a verification badge does not constitute a testimonial, endorsement, or guarantee of product quality by Grainline.

20. Force Majeure

Neither party shall be liable to the other for delays or failures in performance resulting from causes beyond their reasonable control, including without limitation: acts of God, natural disasters, pandemics, epidemics, government actions or restrictions, war, terrorism, civil unrest, labor disputes, power or telecommunications infrastructure failures, or actions of third-party service providers.

Makers experiencing force majeure events must notify affected Buyers promptly through the Platform's messaging system and work toward resolution or offer refunds where fulfillment is impossible. Grainline shall not be liable for any failure or delay in providing the Platform caused by force majeure events.

Force majeure does not excuse payment obligations that have already accrued.

21. Accessibility

Grainline is committed to making our Platform accessible to users with disabilities. We strive to conform to the Web Content Accessibility Guidelines (WCAG) 2.1 Level AA standards. We continually work to improve the accessibility of the Platform.

If you experience accessibility barriers while using the Platform, or if you need information in an alternate format, please contact us at legal@thegrainline.com. We will make reasonable efforts to accommodate your accessibility needs.

22. Commission Room

22.1 Overview

The Commission Room is a feature that allows Buyers to post requests for custom woodworking pieces ("Commission Requests") and allows Makers to express interest in fulfilling those requests. The Commission Room is a discovery tool — it is not a binding contract, auction, or bidding system.

22.2 Commission Requests

Buyers may post Commission Requests describing the type of piece they are looking for, including a description, category, estimated budget range, timeline, and optional reference images. Commission Requests are displayed publicly on the Commission Room board and may be visible to all users of the Platform.

By posting a Commission Request, you acknowledge and agree that:

• Your request is non-binding and does not obligate any Maker to respond or perform work
• Budget ranges are estimates provided for Maker reference only and do not constitute a binding price offer
• Reference images you upload are licensed to Grainline under the same terms as other User Content (Section 11.2)
• Grainline does not guarantee that any Maker will respond to your request
• You may close or mark your request as fulfilled at any time
• Commission Requests may expire or be removed by Grainline at its discretion

22.3 Expressing Interest

Makers may express interest in a Commission Request, which initiates a direct conversation between the Maker and the Buyer through the Platform's messaging system. Expressing interest does not create any contractual obligation to perform work, deliver a product, or agree to the Buyer's stated budget or timeline.

22.4 Resulting Transactions

If a Maker and Buyer agree to proceed with a custom order as a result of a Commission Request, the resulting transaction must be completed through the Grainline Platform. This includes payment processing, order tracking, and fulfillment. Off-platform transactions resulting from Commission Room introductions are prohibited under Section 4.17 and may result in account suspension for both parties.

22.5 Local and National Scope

Buyers may choose to make their Commission Request visible to all Makers nationwide or limit visibility to Makers in their geographic area. For location-scoped requests, the Buyer's approximate location (derived from their profile) may be displayed to help Makers assess proximity. Grainline uses this location data as described in our Privacy Policy.

22.6 Disputes

Disputes arising from transactions that originated in the Commission Room are subject to the same Case System process described in Section 9. Grainline is not a party to any agreement between a Buyer and Maker resulting from a Commission Request and bears no liability for the outcome of any such agreement.

22.7 Commission Room Content

All content posted in the Commission Room, including request descriptions, reference images, and interest messages, is subject to the same content standards and prohibited activities described in Sections 10 and 11. Grainline reserves the right to remove any Commission Request or related content at its sole discretion.

23. Following System and Seller Broadcasts

23.1 Following Makers

Users may follow Makers to receive updates about new listings, blog posts, and shop announcements in their personalized feed. Following a Maker is voluntary and may be reversed (unfollowed) at any time. Follower counts may be displayed publicly on Maker profiles.

23.2 Seller Broadcasts

Makers may send broadcast messages to their followers. Broadcasts are limited to one per seven-day period. Broadcast content is subject to the same content standards and prohibited activities described in Section 10. Makers are solely responsible for the content of their broadcasts.

Broadcasts may not contain:

• Solicitations for off-platform transactions
• Spam, misleading claims, or deceptive content
• Harassment or threats directed at any user
• Content that violates any applicable law

Users who receive unwanted broadcasts may unfollow the Maker at any time, which immediately removes them from that Maker's broadcast audience.

23.3 Personalized Feed

The Platform generates a personalized feed of content from Makers you follow. Feed content is displayed in reverse chronological order and may include new listings, blog posts, and broadcasts. Feed content is retained for up to 90 days.

24. Blog and Community Content

24.1 Blog Posts

Makers may publish blog posts through the Platform to share stories, techniques, and updates about their craft. Blog posts are User Content subject to the content license in Section 11.2 and the prohibited activities in Section 10.

Grainline reserves the right to remove any blog post at its sole discretion, with or without notice, for any reason including violation of these Terms, inappropriate content, or any other reason Grainline deems appropriate.

Blog posts that reference, recommend, or review specific products, services, tools, or materials must disclose any material connection between the author and the provider of those products, services, tools, or materials, in compliance with FTC Endorsement Guides. Material connections include but are not limited to free products, discounts, sponsorships, affiliate relationships, or any other form of compensation. Failure to disclose material connections may result in blog post removal and account suspension.

24.2 Comments

Users may submit comments on published blog posts. All comments are subject to moderation and will not appear publicly until approved by Grainline staff. Grainline reserves the right to reject, remove, or edit comments at its sole discretion. Approval of a comment does not constitute endorsement of its content.

24.3 Blog Content Saved by Users

Users may save blog posts for later reference. Saved blog post data is stored per the Privacy Policy.

25. Automated Content Review

25.1 AI-Assisted Review

Grainline uses automated systems, including artificial intelligence provided by third-party services, to review listing content for potential violations of these Terms. Listing content including titles, descriptions, and images may be processed by these automated systems.

25.2 Pending Review Status

Listings may be placed in a "Pending Review" status before becoming publicly visible. This may occur for first-time listings, listings flagged by automated review, or at Grainline's discretion. Listings under review are not visible to Buyers but remain visible to the Maker in their dashboard.

25.3 Approval and Rejection

Listings placed under review will be reviewed by Grainline staff. Approved listings become publicly visible. Rejected listings are hidden and the Maker is notified with a reason for rejection. Makers may modify rejected listings and resubmit them for review.

25.4 No Guarantee

Automated and manual review of listings does not constitute a guarantee or endorsement of listing content, product quality, safety, or compliance with applicable laws. Makers remain solely responsible for the accuracy and legality of their listings regardless of whether those listings have been reviewed or approved by Grainline.

25.5 Limitation of Liability for Review Decisions

Grainline shall not be liable for any damages arising from the delay, rejection, or removal of listings through the review process, whether automated or manual. Grainline's review decisions are made at its sole discretion and are not subject to appeal beyond the resubmission process described in Section 25.3.

26. Vacation Mode

Makers may activate Vacation Mode to temporarily hide their listings from the Platform and prevent new orders. When Vacation Mode is active:

• All of the Maker's listings are hidden from browse, search, and the homepage
• New purchases of the Maker's items are blocked
• Existing unfulfilled orders at the time of activation must still be fulfilled within original processing deadlines
• Vacation Mode does not extend processing deadlines or estimated delivery dates for existing orders
• Buyers may still send messages to the Maker
• The Maker's profile remains accessible but displays a vacation notice

Makers may deactivate Vacation Mode at any time to restore their listings and resume accepting orders. Prolonged or excessive use of Vacation Mode may affect Guild badge eligibility.

27. Reviews and Ratings

27.1 Posting Reviews

Buyers who have completed a purchase may post a review of the item and transaction within 90 days of order completion. Only verified purchasers may leave reviews. You may not review your own listings or products.

27.2 Review Content

Reviews must be honest, accurate, and based on your genuine experience with the item and transaction. Reviews may include text, a star rating, and photos of the item received. Review photos are User Content subject to the license in Section 11.2.

27.3 Prohibited Review Practices

The following are prohibited and may result in review removal and account suspension:

• Fake or fabricated reviews
• Reviews written by someone other than the verified purchaser
• Reviews offered in exchange for compensation, discounts, or free products
• Retaliatory reviews intended to harm a Maker in response to a dispute outcome
• Reviews containing threats, harassment, hate speech, or personally identifiable information about the Maker
• Reviews that are irrelevant to the item or transaction

27.4 Seller Replies

Makers may post one public reply to each review. Seller replies are subject to the same content standards as reviews and may be removed by Grainline if they violate these Terms.

27.5 Helpfulness Voting

Users may vote on whether a review is helpful. Vote counts are displayed publicly. Manipulation of helpfulness votes through coordinated action or automated tools is prohibited.

27.6 Review Removal

Grainline reserves the right to remove any review that violates these Terms, contains prohibited content as described in Section 27.3, or is the subject of a valid legal complaint. Grainline is not obligated to remove reviews that a Maker disagrees with, provided the review does not violate these Terms.

27.7 Aggregate Ratings

Star ratings and review counts displayed on listings and Maker profiles are calculated automatically from verified purchase reviews. These aggregate ratings are provided for informational purposes only and do not constitute a guarantee or endorsement by Grainline.

27.8 Reviews After Account Deletion

If a reviewer's account is deleted, their reviews may be retained in anonymized form (with the reviewer's name removed or replaced with a generic identifier) to maintain the integrity of Maker ratings and the trust of future Buyers.

28. Messaging

28.1 Platform Messaging

The Platform provides a messaging system for communication between Buyers and Makers. Messages are stored on Grainline's servers and retained per the Privacy Policy (currently 3 years).

28.2 Permitted Use

The messaging system is intended for communications related to purchases, custom orders, commission requests, and other legitimate Platform activity. You may not use the messaging system to:

• Solicit off-platform transactions (see Section 4.17)
• Send spam, chain messages, or unsolicited commercial messages
• Harass, threaten, or abuse other users
• Share illegal content or content that violates these Terms
• Collect personal information from other users for purposes unrelated to a Platform transaction

28.3 File Attachments

Users may send images and PDF files through the messaging system. File attachments are subject to the same content standards as other User Content.

28.4 System Messages

The Platform may generate automated system messages in conversations, including commission interest notifications, custom order cards, and transaction confirmations. System messages are generated automatically and are not editable by users.

28.5 Message Review

Grainline may access and review message content in connection with dispute resolution, fraud investigation, Terms enforcement, or in response to legal process. Grainline does not routinely monitor private messages but reserves the right to do so to maintain Platform safety and integrity.

28.6 Gift Notes

Buyers may include a gift note with their order. Gift note content is passed to the Maker for inclusion with the shipment. Gift notes are subject to the same content standards as other Platform communications under Section 28.2. Grainline does not review or moderate gift note content before it is shared with the Maker.

29. Notifications and Communication Preferences

29.1 In-App Notifications

Grainline sends in-app notifications for Platform activity including new orders, messages, case updates, shipping updates, and follower activity. Transactional notifications related to orders and account security cannot be disabled.

29.2 Customizable Notifications

Users may customize their notification preferences through their account settings. Customizable notifications include new listing alerts from followed Makers, seller broadcasts, new follower notifications, and review notifications.

29.3 Email Communications

Grainline sends transactional emails related to orders, cases, and account activity. These emails are necessary for Platform operation and cannot be opted out of while your account is active. Marketing and promotional emails may be unsubscribed from at any time via the unsubscribe link in any email or by contacting privacy@thegrainline.com.

29.4 Back-in-Stock Notifications

Users may subscribe to receive a notification when an out-of-stock item becomes available again. This subscription data is stored per the Privacy Policy and may be removed at any time.

30. Algorithmic Features and Recommendations

The Platform uses algorithms to personalize your experience, including:

• "Similar Items" recommendations on listing pages based on category, tags, and price range
• "Buyer Favorites" and "Fresh from the Workshop" sections on the homepage based on favorites count and recency
• Search relevance ranking based on engagement metrics, recency, and availability
• Personalized feed content based on which Makers you follow

These algorithms use Platform activity data (views, favorites, sales) and do not use external data or build profiles for third-party use. Grainline does not guarantee the accuracy or relevance of algorithmic recommendations. The presence of an item in a recommendation section does not constitute an endorsement by Grainline.

31. Geographic Restrictions

The Platform is currently available to users located in the United States. Access from other countries is restricted. Grainline reserves the right to modify geographic availability at any time. Geographic restrictions are determined by IP address and may not be circumvented using virtual private networks (VPNs) or similar tools.

32. Private and Reserved Listings

Makers may create private listings that are visible only to a specific Buyer, typically in connection with a custom order arrangement. Private listings do not appear in search, browse, the homepage, or any public page. Private listings are subject to all the same Terms as public listings, including payment processing through the Platform, the Case System, and content standards. Buyers who receive a private listing link may purchase the item through normal checkout.

33. General Provisions

33.1 Severability

If any provision of these Terms is held to be invalid, illegal, or unenforceable by a court of competent jurisdiction, that provision shall be modified to the minimum extent necessary to make it enforceable, or if modification is not possible, severed from these Terms. The remaining provisions shall continue in full force and effect.

33.2 Waiver

Grainline's failure to enforce any right or provision of these Terms shall not constitute a waiver of that right or provision. A waiver of any provision shall be effective only if in writing and signed by Grainline. No waiver of any provision shall be deemed a further or continuing waiver of that provision or any other provision.

33.3 Assignment

You may not assign or transfer these Terms or any rights or obligations hereunder without Grainline's prior written consent. Grainline may assign or transfer these Terms, in whole or in part, without restriction and without notice to you, including in connection with a merger, acquisition, corporate reorganization, or sale of all or substantially all of its assets. Subject to the foregoing, these Terms shall bind and inure to the benefit of the parties and their respective successors and permitted assigns.

33.4 Electronic Communications and Consent

By creating an account on the Platform, you affirmatively consent to receive communications from Grainline electronically, including by email, in-app notifications, and notices posted on the Platform. You agree that all agreements, notices, disclosures, and other communications that Grainline provides to you electronically satisfy any legal requirement that such communications be in writing.

To access and retain electronic communications, you need a device with internet access, a current web browser that supports TLS encryption, and a valid email address. You are responsible for maintaining access to the email address associated with your account.

You may withdraw your consent to receive electronic communications at any time by contacting legal@thegrainline.com. However, because electronic communication is necessary for Platform operation (including order confirmations, case notifications, and account security alerts), withdrawal of consent may require closure of your account. Withdrawal of consent does not affect the legal validity of any electronic communications you received before withdrawal.

You have the right to receive any communication in non-electronic (paper) form. To request a paper copy of any communication, contact legal@thegrainline.com. Paper copies are provided free of charge.

33.5 Headings

The section and subsection headings in these Terms are for convenience of reference only and shall not affect the interpretation or construction of any provision.

33.6 Relationship of the Parties

Nothing in these Terms shall be construed to create a partnership, joint venture, employment, or agency relationship between you and Grainline. You have no authority to bind Grainline in any respect.

33.7 Notices

All legal notices to Grainline must be sent to legal@thegrainline.com to be effective. Notices from Grainline to you will be sent to the email address associated with your account and are considered received 24 hours after sending. You are responsible for keeping your account email address current. Failure to receive a notice due to an outdated or incorrect email address does not invalidate the notice. For purposes of legal process, Grainline's mailing address is [YOUR ADDRESS].

33.8 Limitation Period

To the maximum extent permitted by applicable law, any claim arising out of or relating to these Terms or your use of the Platform must be commenced within one (1) year after the cause of action accrues, or such claim is permanently barred. This limitation period applies regardless of whether the claim is based on contract, tort, statute, or any other legal theory.

33.9 Third-Party Beneficiaries

These Terms are for the sole benefit of you and Grainline. Nothing in these Terms, express or implied, is intended to confer upon any person or entity other than you and Grainline any rights, remedies, obligations, or liabilities.

33.10 Construction

These Terms shall not be construed more strictly against either party regardless of which party drafted or caused the drafting of any provision. The words "include," "includes," and "including" are deemed to be followed by "without limitation." References to sections are to sections of these Terms unless otherwise indicated.

33.11 Feedback and Suggestions

Any feedback, ideas, suggestions, or feature requests you voluntarily submit to Grainline — whether through the Platform, email, social media, or any other channel — become the sole property of Grainline. Grainline may use, modify, and implement such feedback without restriction, attribution, or compensation to you.

33.12 Arbitration Fees

Arbitration filing fees, arbitrator compensation, and administrative costs shall be allocated in accordance with the AAA Consumer Arbitration Rules fee schedule then in effect. If the AAA determines that the costs of arbitration would be prohibitive compared to the costs of litigation, Grainline will pay as much of the arbitration fees and costs as the arbitrator deems necessary to prevent the arbitration from being cost-prohibitive.

33.13 INFORM Consumers Act

Grainline complies with the Integrity, Notification, and Fairness in Online Retail Marketplaces for Consumers Act (INFORM Consumers Act). Makers who meet the threshold of a "high-volume third party seller" as defined by the Act (200 or more discrete sales or transactions and $5,000 or more in gross revenues in any continuous 12-month period) are required to provide Grainline with accurate identification, contact, and bank account information as specified by the Act. Grainline will verify this information within 10 days of receipt and require annual recertification. Grainline will disclose seller contact information on product listing pages as required by the Act for qualifying high-volume sellers. Failure to provide or maintain accurate information may result in account suspension. Consumers may report suspicious marketplace activity using the reporting mechanism available on product listing pages or by contacting legal@thegrainline.com.