> For the complete documentation index, see [llms.txt](https://support.tilt.app/tilt-help-desk/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://support.tilt.app/tilt-help-desk/for-sellers/service-level-agreement.md).

# Service Level Agreement

By selling on Tilt, you agree to follow all Tilt policies and the standards below. Breaking them can lead to warnings, suspension or a permanent ban.

#### Shipping orders

* Ship every order within 2 working days.
* If you can't, tell the buyer straight away and give them a new shipping date.
* Repeated delays without telling the buyer lead to warnings and may lead to suspension.

#### Keep everything on Tilt

* All communication and transactions with buyers must happen on Tilt.
* Anything done off the platform isn't covered by Buyer Protection, and Tilt can't help with disputes about it.
* Moving Tilt buyers or purchases off the platform can lead to suspension or a permanent ban. See our [Cross-Platform Sales Policy](/tilt-help-desk/for-sellers/policies-and-guidelines/cross-platform-sales-policy.md).

#### Responding to buyers

* Reply to every buyer message within 48 hours.
* Be respectful and professional, and resolve issues fairly.
* Respond to refund requests within 5 days.

#### Automatic refunds

* If you don't respond in time, Tilt may refund the order automatically, without the buyer returning the item.
* Unfairly declining refunds to avoid automatic refunds can lead to suspension.

See our [Refunds & Cancellation Policy](/tilt-help-desk/returns-and-refunds/refunds-and-cancellation-policy.md).

#### What you sell and show

* Your streams, images and listings must follow our [Content Policy](/tilt-help-desk/for-sellers/policies-and-guidelines/content-policy.md).
* Only sell items allowed under our [Prohibited Items Policy](/tilt-help-desk/for-sellers/policies-and-guidelines/prohibited-items-policy.md).
* TCG sellers must also follow the [Trading Card Games Policy](/tilt-help-desk/for-sellers/policies-and-guidelines/trading-card-games-policy.md), including the rules for breaks.

#### Responding to Tilt Support

Reply to Tilt Support within 48 hours when we contact you about an order or product.

#### Reports and updates

* Buyers can report a seller who doesn't meet these standards. We'll tell you about any report and give you a chance to fix it.
* We may update this agreement. We'll let you know when we do.