Buyer Protection Policy

AQNOVA MARKETPLACE

Global Legal Footer Framework

Comprehensive Compliance & Platform Governance Reference

(MASTER)

AqNova's Complete Buyer Protection Program — Coverage, Claims Process, Escrow & Global Statutory Integration

Effective Date: April 7, 2026 | Version 1.0 | Arivon Holding Corporation

The AqNova Buyer Protection Program ("BPP" or "Buyer Protection") is AqNova's comprehensive guarantee that every purchase made on the Platform is covered against the most common and serious transactional failures: non-delivery, significant misdescription, counterfeit or inauthentic products, and defective items where the Vendor fails to provide an adequate remedy. The BPP operates as a safety net for Buyers — a guaranteed backstop that is available even when a Vendor fails to honor their legal obligations.

The BPP is funded through Vendor payout reserves maintained by AqNova. When AqNova approves a BPP claim and issues a refund, it funds that refund from the applicable Vendor's payout reserve and recovers the amount from the Vendor's future payouts. This structure ensures that Buyers receive their remedies promptly, even in cases where the Vendor is unresponsive, has been suspended, or has insufficient funds in their payout account.

5.2.1 What Is Covered — Buyer Protection Program Summary

The AqNova Buyer Protection Program covers eligible purchases against the following qualifying events. Each is described in detail in subsequent sections of this document.

5.2.2 Eligible Purchases — What Qualifies for BPP Coverage

The following conditions must be met for a purchase to be eligible for BPP coverage:

5.2.3 Excluded Purchases — What Is Not Covered

The following purchase types are excluded from standard BPP coverage, or are subject to modified coverage terms:

5.2.4 BPP Claim Types — Complete Coverage Matrix

The following matrix provides comprehensive detail on each BPP claim type, the conditions that must be satisfied, the remedies available, and the evidence required:

A. Scenario 1 — Item Not Received (INR)

B. Scenario 2 — Counterfeit / Inauthentic Item

C. Scenario 3 — Significantly Not As Described (SNAD)

D. Scenario 4 — Defective Item / Vendor Refused Remedy

E. Scenario 5 — Minor Defect or Minor Discrepancy

Where an item has a minor defect or minor discrepancy from the listing that does not render it substantially different from what was described — and the Buyer elects to keep the item rather than return it — the Buyer may request a partial refund through the BPP reflecting the diminished value. AqNova determines the partial refund amount based on:

The nature and severity of the defect or discrepancy.

The proportion of the item's functionality or intended use that remains intact.

Market norms for partial refunds in the relevant product category.

The Buyer's and Vendor's submissions on the appropriate partial refund.

Partial refunds under Scenario 5 typically range from 10% to 40% of the item's purchase price. AqNova's partial refund determination is final unless appealed through the BPP appeal process (Section 5.2.12).

F. Scenario 6 — Digital Goods

For digital goods (downloads, access keys, online courses, software licenses):

Non-delivery of access: where the Buyer completes payment but does not receive access credentials, download link, or activation key within the time stated in the listing (or within 30 minutes of Order Confirmation if no specific time is stated), this is treated as an INR claim with a full refund remedy.

Defective digital goods: where downloaded content is non-functional, corrupted, materially different from the description, or incompatible with the system specifications stated in the listing, this is treated as an SNAD/defective claim.

Change-of-mind after access: where the Buyer has accessed or downloaded the content and wishes to cancel for reasons other than defect, the BPP does not provide a remedy (consistent with the digital goods exception in EU CRD Art. 16(m), UK CCR Reg. 28(1)(b), and equivalent laws). The exception is where the Buyer consented to immediate delivery without being informed of the withdrawal right loss — in that case, the 14-day statutory withdrawal right is preserved.

5.2.5 Escrow Protection — Payment Release Framework

AqNova's escrow mechanism is a fundamental protection for Buyers and a key structural feature of the Buyer Protection Program. Rather than immediately disbursing the Buyer's payment to the Vendor upon Order Confirmation, AqNova holds the payment in a controlled escrow state until the Buyer has had the opportunity to verify receipt and satisfaction.

A. South Korea E-Commerce Consumer Protection Act — Escrow Obligation

AqNova's escrow framework is specifically designed to comply with the South Korea Act on Consumer Protection in Electronic Commerce, which imposes a mandatory escrow or payment guarantee obligation on online marketplace operators for certain B2C transactions. AqNova's 14-day escrow hold satisfies this obligation for Korean consumers. Korean consumers may also request that AqNova hold payment in escrow for the full duration of the return period (7 days from delivery) by contacting support@aqnova.co — AqNova will honor such requests.

B. China E-Commerce Law — Escrow / Deposit Protection

China's E-Commerce Law 2019 (Arts. 58–59) provides for payment guarantee mechanisms to protect consumers in e-commerce transactions. AqNova's escrow framework is consistent with the protections envisaged by the E-Commerce Law and provides Chinese consumers with an equivalent guarantee that their payment will be protected until goods are delivered and accepted.

5.2.6 How to File a BPP Claim — Step by Step

5.2.7 Evidence Requirements by Claim Type

The quality and completeness of evidence submitted with a BPP claim significantly affects the speed and outcome of the investigation. The following table sets out the required and helpful evidence for each claim type:

A. Evidence Submission Tips

Upload photos and videos in standard formats (JPG, PNG, MP4) of sufficient resolution to clearly show the issue. Low-quality photos that do not clearly show the problem may delay the investigation.

For defective items: demonstrate the defect in context — show the item working (or failing to work) where possible, not just the visible damage.

For SNAD claims: photograph both the item received and the listing screenshot side-by-side where possible.

Evidence is reviewed by a human Buyer Protection analyst — the clearer and more organized your evidence, the faster the resolution.

Do not discard the product or packaging until the BPP claim is resolved, as AqNova may request additional photos or request return of the item.

A. Investigation Methodology

AqNova's Buyer Protection team conducts all BPP investigations following a structured methodology:

Evidence review: all evidence submitted by the Buyer is reviewed and assessed for relevance, credibility, and completeness.

Vendor opportunity to respond: the Vendor receives notification of the BPP claim and is given 5 Business Days to submit a response. If the Vendor provides evidence that satisfactorily contradicts the Buyer's claim (e.g., proof of delivery with matching GPS coordinates; authentic certification documentation; communication logs), this evidence is weighed against the Buyer's evidence.

Independent verification: where the claim involves sustainability certifications, AqNova's team independently cross-references the certification against the certifying body's database. For INR claims, AqNova independently verifies the tracking record with the carrier.

Benefit of the doubt principle: where the evidence is evenly balanced and AqNova cannot conclusively determine which party is correct, AqNova generally resolves the dispute in the Buyer's favor for claims below USD $250 (or equivalent), on the basis that the Buyer has experienced a transactional failure that AqNova's marketplace facilitated.

Human decision: all BPP decisions are made by human Buyer Protection analysts. AI tools may assist in evidence review but do not make final decisions.

B. BPP Decision Outcomes

A. Full Refund

A full refund under the BPP comprises:

The full purchase price paid by the Buyer (net of any promotional discount applied at checkout).

The original shipping fee paid by the Buyer at checkout (for INR, SNAD, counterfeit, and defective item claims — not for change-of-mind returns).

Any return shipping costs paid by the Buyer for the return of the defective/counterfeit item (where the Buyer arranged return before AqNova provided a prepaid label).

Full refunds are processed to the Buyer's original payment method. Processing timeline: AqNova initiates the refund within 24 hours of the BPP claim being upheld. Settlement in the Buyer's account: 1–10 Business Days depending on payment method (see Section 4.5.3 of Section 4.0 for payment method settlement timelines).

B. Replacement

Where the Buyer elects replacement as the remedy (for SNAD and defective claims) and the Vendor has stock of the correct item, AqNova coordinates the replacement dispatch directly with the Vendor. The replacement is dispatched at AqNova's direction, funded from the Vendor's payout reserve where the original order has already been settled. Replacement dispatch timeline: within 5 Business Days of the claim being upheld and the Vendor confirming availability. If replacement is not available within 10 Business Days, AqNova converts the remedy to a full refund with the Buyer's consent.

C. Partial Refund

Partial refunds are calculated by AqNova based on the specific circumstances of the claim. The partial refund approach is consistent with the "price reduction" remedy available under EU Sale of Goods Directive Art. 13(c), UK CRA 2015 s. 24(5), and equivalent national laws. AqNova's partial refund typically amounts to the difference between the price paid and the value of the item in its actual (defective or discrepant) condition, assessed as a percentage of the purchase price.

D. AqNova Platform Credit

As an alternative to a refund to the original payment method, the Buyer may elect to receive the BPP remedy as AqNova Platform Credit — a credit applicable to future purchases on the Platform. AqNova Platform Credit is provided at a 105% rate of the refund amount (i.e., the Buyer receives 5% more in Platform Credit than the cash refund amount), as an incentive for Buyers who are willing to continue using the Platform. Platform Credit has no cash value and cannot be withdrawn. Platform Credit election is voluntary — Buyers always retain the right to a cash refund to their original payment method.

5.2.10 Claim Timelines & Deadlines

BPP claim deadlines are strictly enforced. Claims submitted outside the applicable window will not be accepted for BPP processing, though the Buyer's statutory rights under applicable consumer law are unaffected. The following timelines apply:

5.2.11 BPP vs. Statutory Rights — How They Interact

AqNova's Buyer Protection Program and a Buyer's statutory consumer rights are complementary and operate alongside each other. The following principles govern the relationship between the BPP and applicable law:

A. BPP Does Not Replace Statutory Rights

The BPP is an additional layer of protection on top of the Buyer's statutory rights. Statutory consumer rights under applicable law — EU Sale of Goods Directive (2-year conformity guarantee), UK CRA 2015, Australian Consumer Law non-excludable guarantees, US Magnuson-Moss Warranty Act, Brazilian CDC, South African CPA, and equivalent national laws — continue to apply in full regardless of the BPP and its time limits.

This means: if the BPP claim window has closed (e.g., 30 days have passed since delivery), the Buyer still retains their statutory rights under applicable law (which may have a longer time limit). The Buyer may contact AqNova's customer support team for guidance on how to pursue statutory rights after the BPP window, or may proceed independently against the Vendor through available statutory or judicial channels.

B. Statutory Rights With Longer Timeframes

5.2.12 BPP Appeals

Both Buyers and Vendors have the right to appeal a BPP decision they believe is incorrect. The appeal process is designed to be fast, accessible, and conducted by a reviewer independent of the original decision.

A. Buyer Appeal

Deadline: 10 calendar days from the date the BPP decision notification was sent.

How to appeal: buyers@aqnova.co [Subject: BPP Appeal — Order #XXXXXX — [Date of Decision]].

Required content: (a) the Order Reference number; (b) a clear statement of why you believe the decision is incorrect; (c) any additional evidence not previously submitted.

Reviewer: a senior Buyer Protection team member who was not involved in the original decision.

Decision timeline: 10 Business Days from receipt of the appeal.

Second appeal: for claims above USD $500 (or equivalent), a second-level appeal to AqNova's Buyer Protection Director is available within 7 days of the first-level appeal outcome.

B. Vendor Appeal

Vendors have the same 10-day appeal window and may appeal BPP decisions they believe are based on false or insufficient evidence.

Vendor appeal channel: vendors@aqnova.co [Subject: BPP Appeal — Vendor — Order #XXXXXX].

Vendor appeals are assessed with the same standard of independence and impartiality as Buyer appeals.

C. External Escalation After Appeal

Where the Buyer remains dissatisfied after exhausting AqNova's internal appeal process, they may:

Use the EU Online Dispute Resolution Platform (for EU users): ec.europa.eu/consumers/odr.

Contact the applicable national consumer protection authority (see the External Reporting directory in Section 5.1.13).

Pursue their statutory rights through the applicable judicial or arbitration forum.

AqNova's internal BPP appeals process does not affect a Buyer's right to simultaneously pursue statutory rights through external channels.

5.2.13 Sustainability Credential Guarantee

AqNova provides an enhanced Buyer Protection guarantee specifically for purchases that relied on a Tier 1 sustainability certification displayed on the product listing — certifications that AqNova has verified through its independent certification review process (see Section 5.6 of Section 5.0).

5.2.14 High-Value Purchase Protection

For purchases above USD $5,000 (or equivalent in local currency), AqNova provides enhanced Buyer Protection procedures to reflect the heightened risk and complexity of high-value disputes:

Extended investigation: high-value BPP claims receive a dedicated senior investigator and a 20 Business Day investigation window (rather than the standard 10 Business Days).

Additional evidence requirements: high-value claims for counterfeit or SNAD may require: independent expert authentication (AqNova will arrange at Vendor's cost if the claim is upheld); detailed inspection report; and, for sustainability certification claims, direct verification with the certifying body.

Extended escrow: for high-value purchases, the escrow period may be extended to 21 calendar days (rather than the standard 14 days) to allow sufficient time for the Buyer to inspect the goods.

Payment hold for pending claims: during a high-value BPP investigation, AqNova maintains the Vendor's payout reserve at a level sufficient to fund the full potential refund until the investigation is complete.

Legal coordination: for high-value claims involving potential fraud, counterfeit operations, or AML concerns, AqNova's legal team may be involved in the investigation and may coordinate with law enforcement where appropriate.

5.2.15 BPP Anti-Abuse Framework

AqNova's Buyer Protection Program is designed for Buyers who have experienced genuine transactional failures. Abuse of the BPP — whether through fraudulent claims, excessive claims, or pattern-based exploitation — harms the Vendor community and increases Platform costs, ultimately affecting the services AqNova can provide to all users. The following framework governs BPP abuse:

A. BPP Abuse Indicators

High claim frequency: a Buyer who files BPP claims at a rate materially higher than the Platform average for their purchase volume.

Claim-after-use pattern: claims where tracking shows confirmed delivery and the Buyer confirmed receipt previously, followed by a subsequent INR or SNAD claim.

Return-and-claim: returning a different item than purchased and simultaneously filing a BPP claim for the original item.

Counterfeit substitution: returning a counterfeit item in place of an authentic item and filing a claim for a counterfeit.

Coordinated abuse: multiple accounts sharing device, network, or payment signals filing similar claims against the same Vendors.

B. Consequences of Confirmed BPP Abuse

First confirmed abuse: formal account warning; enhanced review of all future claims.

Repeat abuse: restriction of BPP claim privileges (claims subject to enhanced evidence requirements and extended review); potential temporary account suspension.

Systematic abuse: permanent account termination; forfeiture of any pending BPP claims; recovery of fraudulently obtained BPP refunds through civil proceedings where appropriate.

AqNova's detection of BPP abuse is based on statistical analysis, anomaly detection, and human review. Enforcement action is only taken after human review of the suspected abuse pattern. Buyers who believe they have been incorrectly identified as abusers may appeal through the standard enforcement appeal process (Section 5.15 of Section 5.0).

A. Payout Reserve Mechanism

When a BPP claim is upheld against a Vendor, the Buyer's refund is funded from the Vendor's payout reserve — the portion of the Vendor's accumulated earnings held by AqNova pending resolution of any potential claims. AqNova deducts the approved refund amount from the Vendor's payout reserve and credits the Buyer within 24 hours.

If the Vendor's payout reserve is insufficient to cover the approved refund (e.g., a new Vendor with limited sales history), AqNova funds the shortfall from its own reserves and recovers the amount from the Vendor's future payouts. This ensures Buyers receive their refunds promptly regardless of the Vendor's payout balance.

B. Vendor's Right to Provide Evidence During Investigation

Vendors are given a full opportunity to participate in the BPP investigation — they receive notification of the claim and have 5 Business Days to submit evidence and their explanation. AqNova reviews all Vendor-submitted evidence with the same impartiality as Buyer evidence. A BPP claim upheld against a Vendor reflects AqNova's assessment that the preponderance of available evidence supports the Buyer's claim — it is not an automatic finding of misconduct.

C. Vendor Recourse Against Buyers for Abuse

Where AqNova determines that a BPP claim was filed abusively by a Buyer — and has taken enforcement action against the abusive Buyer — AqNova will, where the Vendor's payout was incorrectly withheld or reduced as a result of the abusive claim: reinstate the withheld payout to the Vendor; notify the Vendor of the resolution; and provide the Vendor with a settlement statement reflecting the correction.

5.2.17 Contact Information — Buyer Protection

AqNova Marketplace | Global Legal Footer Framework | Section 5.2: Buyer Protection Policy

© 2026 Arivon Holding Corporation. All rights reserved. Effective April 7, 2026. Version 1.0.