Buyer Terms & Protection Policy

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BUYER TERMS & PROTECTION POLICY

Rights, Responsibilities & Recourse for All Platform Buyers — Global Edition

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

This Buyer Terms & Protection Policy ("Buyer Policy," "this document") sets out the complete rights and responsibilities of individuals and entities ("Buyers," "you," "your") who purchase, attempt to purchase, or otherwise engage in transactions as buyers through the AqNova Marketplace ("Platform"), operated by Arivon Holding Corporation ("AqNova," "we," "us," "our").

This Buyer Policy is a supplemental agreement that operates alongside and is incorporated into the Platform Terms & Conditions (Section 2). In the event of a conflict between this Buyer Policy and the Platform Terms & Conditions on buyer-specific matters, this Buyer Policy governs. On all other matters, the Platform Terms & Conditions apply.

A. How a Purchase Contract Is Formed

AqNova operates as an intermediary marketplace. When a Buyer places an order, the resulting purchase contract for the goods is formed directly between the Buyer and the applicable Vendor — not between the Buyer and AqNova. AqNova's role is to facilitate the transaction by providing the Platform infrastructure, payment processing, and dispute resolution services. AqNova is not the seller of record in any standard marketplace transaction.

A legally binding purchase contract between a Buyer and a Vendor is formed at the moment AqNova sends an Order Confirmation to the Buyer's registered email address. The Order Confirmation constitutes acceptance of the Buyer's offer to purchase and triggers the Vendor's obligation to fulfill the order in accordance with the listing terms.

B. Contract Formation Stages

C. Pre-Contract Information Requirements

Prior to contract formation, AqNova requires all Vendors to clearly disclose the following information on every product listing page, consistent with applicable distance selling and consumer information regulations worldwide:

Full product description, including material specifications, dimensions, quantity, and any relevant technical or safety information.

Total price inclusive of all applicable taxes, fees, and charges, or a clear statement that additional charges (such as customs duties or VAT) may apply at the destination.

Estimated delivery timeframe and available shipping methods, including any restrictions on delivery by geography.

Vendor's return, refund, and cancellation policy, including any exceptions (e.g., non-returnable items, hygiene-sealed goods, digital downloads).

Vendor's identity, including business name and country of establishment.

Any applicable product warranties, guarantees, or certifications (e.g., organic certification, sustainability credentials).

For products with age restrictions, applicable eligibility requirements.

Vendors who fail to provide pre-contract information as required are in breach of Platform policy and, in many jurisdictions, applicable law. Buyers who encounter listings without adequate pre-contract disclosures are encouraged to report them via the Platform's reporting feature.

D. Payment Authorization

By submitting an order, the Buyer authorizes AqNova's Payment Processor to: (a) verify the payment method provided; (b) place a temporary hold on the authorized amount; and (c) capture payment upon issuance of the Order Confirmation. For pre-order or back-order items, the timing of payment capture will be disclosed at checkout.

AqNova accepts payment via the methods displayed at checkout, which may include major credit and debit cards, digital wallets, bank transfers, and Platform-specific payment options. Available payment methods vary by jurisdiction. All payment transactions are processed in compliance with Payment Card Industry Data Security Standards (PCI-DSS). AqNova does not store full payment card numbers or card verification codes.

Currency conversion, where applicable, is performed by AqNova's Payment Processor at the prevailing exchange rate at the time of transaction. The Buyer's bank or card issuer may apply additional foreign transaction fees that are outside AqNova's control.

E. Order Cancellation Before Dispatch

Buyers may request cancellation of an order before it has been dispatched by the Vendor. Cancellation requests must be submitted through the Platform's order management interface. AqNova will transmit the cancellation request to the Vendor promptly. Cancellation is not guaranteed until confirmed by the Vendor; Vendors who have already dispatched the order at the time of the request are not required to cancel.

Where a Vendor confirms cancellation, full payment will be refunded to the Buyer's original payment method within the timeframe specified in Section 2.1.3.E (Refund Settlement Timelines). Where the statutory right of withdrawal applies (see Section 2.1.2), cancellation rights are governed by that statutory right, which may provide broader protections.

2.1.2 Consumer Protection Rights — Global Jurisdiction Framework

AqNova is committed to upholding the full spectrum of consumer rights available to Buyers in every jurisdiction where the Platform operates. The following sections detail the mandatory consumer protections that apply by jurisdiction. These rights exist independently of and in addition to any contractual protections offered by AqNova or individual Vendors. No provision of these Terms limits or excludes mandatory consumer rights.

A. European Union

EU Buyers benefit from the broadest and most harmonized set of consumer protections of any global region, primarily under:

EU Consumer Rights Directive (2011/83/EU) — as implemented in national law across EU Member States.

EU Sale of Goods Directive (2019/771/EU) — establishing minimum guarantee standards.

EU Unfair Commercial Practices Directive (2005/29/EC) — prohibiting misleading and aggressive commercial practices.

EU Alternative Dispute Resolution Directive (2013/11/EU) — providing access to certified ADR bodies.

EU Online Dispute Resolution (ODR) Regulation (524/2013) — accessible at ec.europa.eu/consumers/odr.

Right of Withdrawal (Distance Contracts)

EU Buyers have an unconditional right to withdraw from any distance sale contract (including all Platform purchases) within 14 calendar days of receiving the goods, without providing any reason and without penalty. The withdrawal period begins on the day the Buyer (or a third party designated by the Buyer, other than the carrier) takes physical possession of the goods.

For contracts involving multiple goods ordered in a single order but delivered separately, the 14-day period begins when the Buyer takes possession of the last item. For contracts for regular delivery of goods over a defined period, the period begins when the Buyer takes possession of the first goods.

To exercise the right of withdrawal, Buyers must notify the Vendor (with a copy to AqNova at buyers@aqnova.co) by a clear, unequivocal statement — by email, the Platform's return portal, or the standard EU withdrawal form. The Buyer must return the goods within 14 days of notifying withdrawal. The cost of return shipping is borne by the Buyer unless the Vendor has agreed to cover return shipping costs, or unless the Vendor failed to inform the Buyer of the return cost requirement (in which case the Vendor bears all return costs).

Upon valid withdrawal, the Vendor must reimburse all payments received from the Buyer, including original delivery charges (not exceeding standard delivery cost), within 14 days of receiving the returned goods or proof of return dispatch, whichever is earlier.

Exceptions to the Right of Withdrawal

The right of withdrawal does not apply to:

Goods made to the Buyer's specifications or clearly personalized.

Goods that may deteriorate or expire rapidly (perishable goods).

Sealed goods that are not suitable for return due to health protection or hygiene reasons, where the seal has been broken after delivery.

Goods that, after delivery, are by their nature inseparably mixed with other items.

Sealed audio, video, or computer software where the seal has been broken after delivery.

Digital content not supplied on a tangible medium, where the consumer has given prior express consent and acknowledged the loss of the withdrawal right.

Legal Guarantee of Conformity

Under the EU Sale of Goods Directive (2019/771/EU), all goods sold to EU consumers carry a minimum 2-year legal guarantee of conformity. Goods must be: fit for the purposes for which goods of the same type are normally used; of the quantity and quality stated in the contract; suitable for any specific purpose made known to the Vendor; delivered with all accessories and instructions; and conforming to any pre-contractual statements, including on labeling or advertising.

During the first year after delivery, if a lack of conformity becomes apparent, it is presumed to have existed at the time of delivery (reversed burden of proof). During the second year, the Buyer must demonstrate the non-conformity existed at delivery. Where goods are non-conforming, the Buyer is entitled to: repair or replacement (at Vendor's cost); a proportionate price reduction; or rescission of the contract (full refund) if repair and replacement are unavailable or have failed.

B. United Kingdom

UK Buyers are protected under:

Consumer Rights Act 2015 — core statutory rights for goods, digital content, and services.

Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 — distance selling rights.

Consumer Protection Act 1987 — product liability.

Consumer Protection from Unfair Trading Regulations 2008 — prohibiting misleading commercial practices.

Financial Services (Distance Marketing) Regulations 2004 — where applicable.

Statutory Rights for Goods

Under the Consumer Rights Act 2015, goods sold to UK Buyers must be: of satisfactory quality; fit for a particular purpose (where the Buyer made this known); as described; and matching any sample or model shown. The following tiered remedies apply:

Short-term right to reject (0–30 days): The Buyer has the right to reject goods and receive a full refund if any statutory right is breached within 30 days of delivery.

Right to repair or replacement (30 days – 6 months): After 30 days but within 6 months of delivery, the Buyer is entitled to one attempt at repair or replacement. If repair or replacement fails, is not completed within a reasonable time, or is disproportionately costly, the Buyer may reject the goods and receive a full or partial refund.

Final right to reject (6 months – 6 years): Beyond 6 months, the Buyer must prove the fault existed at delivery. If proven, the Buyer is entitled to a repair, replacement, or price reduction. Rejection (full refund) may be available but a deduction may be made for use.

14-Day Cancellation Right (Distance Sales)

UK Buyers have 14 calendar days from the day after receiving goods to cancel a distance contract without providing a reason. Cancellation must be communicated clearly to the Vendor. Upon cancellation, the Vendor must refund the full purchase price, including standard delivery costs, within 14 days of receiving the returned goods. Buyers must return goods within 14 days of cancellation.

C. United States

Consumer protection in the United States operates at both the federal and state level. There is no single federal right of withdrawal for online purchases equivalent to EU or UK law; however, the following framework applies:

Federal Protections

FTC Mail, Internet, or Telephone Order Merchandise Rule (16 C.F.R. Part 435): Vendors must ship within the advertised or stated timeframe (or within 30 days if no timeframe stated). If unable to do so, Buyers must be offered the option to cancel for a full refund.

Magnuson-Moss Warranty Act (15 U.S.C. § 2301 et seq.): Written warranties on consumer products must meet minimum disclosure and content standards.

FTC Holder in Due Course Rule: Buyer may assert claims against AqNova as payment facilitator in connection with defective goods or unfulfilled contracts where applicable.

Electronic Fund Transfer Act (EFTA) and Regulation E: Protections for electronic payments, including unauthorized transaction liability limits.

Fair Credit Billing Act (FCBA): Protects Buyers paying by credit card, including the right to dispute billing errors and unauthorized charges with card issuers.

California-Specific Protections

Song-Beverly Consumer Warranty Act (Cal. Civ. Code § 1790 et seq.): Implied warranty of merchantability and fitness on consumer goods sold in California; minimum 30-day warranty period regardless of disclaimer.

California Automatic Renewal Law (ARL, Bus. & Prof. Code § 17600): Disclosure and consent requirements for any subscription or auto-renewal arrangement; easy cancellation mechanism required.

Consumers Legal Remedies Act (CLRA, Cal. Civ. Code § 1750 et seq.): Prohibits unfair or deceptive acts in consumer transactions; provides for actual damages, punitive damages, and injunctive relief.

California Lemon Law: Applies to motor vehicles; does not apply to general consumer goods on the Platform.

Other U.S. State Protections

Additional state consumer protection statutes apply in the Buyer's state of residence, including but not limited to: New York General Business Law § 349 (deceptive acts); Texas Deceptive Trade Practices Act; Florida Unfair and Deceptive Trade Practices Act; and equivalent statutes in all 50 states. AqNova complies with applicable state consumer protection laws in all states where Platform transactions occur.

D. Canada

Canadian Buyers are protected by a combination of federal and provincial consumer protection legislation:

Consumer Protection Act, 2002 (Ontario): Cooling-off periods for direct agreements (10 days); internet agreements must contain prescribed disclosures; right to chargeback for unfulfilled internet agreements.

Consumer Protection Act (Quebec, C-1.1): Highly protective regime including merchant disclosure obligations, implied warranties, right to resolution for defective goods, and prohibition on unfair practices.

Business Practices and Consumer Protection Act (British Columbia): Right to cancel internet agreements within 7 days of receiving a copy of the agreement; implied warranties on goods.

Consumer Protection Act (Alberta): Right to cancel distance sales within 10 days; prohibition on unconscionable practices.

Competition Act (Federal, R.S.C. 1985, c. C-34): Prohibits misleading advertising and deceptive marketing practices at the federal level.

Quebec Buyers: Pursuant to the Quebec Consumer Protection Act, AqNova acknowledges that Quebec residents are entitled to receive pre-contract disclosures in French, to exercise cancellation rights under Quebec law, and to benefit from the implied warranties (garanties légales) that cannot be excluded by contract. These rights are not affected by any jurisdiction selection clause in these Terms.

E. Brazil

Brazilian Buyers are protected by the Código de Defesa do Consumidor (CDC — Lei 8.078/1990), which provides some of the strongest consumer protection rights in Latin America:

Right of Regret (Direito de Arrependimento — CDC Art. 49): Buyers have 7 calendar days from receipt of the goods to cancel any purchase made outside a physical establishment (including all online purchases) and receive a full refund, including return shipping costs. This right is unconditional.

Product Defect (Vício do Produto — CDC Art. 18 & 26): For non-durable goods, defects must be reported within 30 days of delivery. For durable goods, defects must be reported within 90 days. Upon reporting, the Vendor has 30 days to remedy the defect, failing which the Buyer may demand replacement, price reduction, or full refund.

Hidden Defects (Defeitos Ocultos): Buyers may claim for hidden defects within 30 days (non-durable) or 90 days (durable) from the date the defect becomes apparent.

Right to Information: All pre-contract product information must be provided in Portuguese and must be accurate, clear, and complete.

Prohibition of Abusive Clauses: Contract terms that are unfair, abusive, or that place excessive burdens on Buyers are void as a matter of public order.

PROCON and Consumer Courts: Buyers have the right to file complaints with PROCON (consumer protection bodies) in their state, and to bring claims before Brazil's Special Civil Courts (Juizados Especiais Cíveis) without legal representation for claims up to 20 minimum wages.

F. Africa — Nigeria, Kenya, Ghana & South Africa

Nigeria

Nigerian Buyers are protected under the Federal Competition and Consumer Protection Act (FCCPA) 2019, administered by the Federal Competition and Consumer Protection Commission (FCCPC). Key protections include:

Right to safe products and services free from defects that may cause harm.

Right to accurate, complete, and truthful product information in English.

Right to redress for defective, misrepresented, or undelivered goods, including repair, replacement, refund, or compensation.

Right to access the FCCPC complaints portal for unresolved consumer disputes.

Prohibition of unfair, deceptive, and unconscionable commercial practices.

Kenya

Kenyan Buyers are protected under the Consumer Protection Act 2012, administered by the Competition Authority of Kenya. Key rights include: the right to safe goods; right to truthful information; right to redress; and right to consumer education. Buyers may escalate complaints to the Competition Authority of Kenya (CAK).

Ghana

Ghanaian Buyers are protected under the Consumer Protection Agency Act 2020 (Act 1038), which establishes a dedicated Consumer Protection Agency (CPA Ghana). Buyers are entitled to safe products, accurate information, and redress for non-conforming or defective goods.

South Africa

South African Buyers have some of the most comprehensive statutory consumer rights on the African continent under the Consumer Protection Act 68 of 2008 (CPA). Key rights include:

Right to cancel advance bookings, reservations, or orders with reasonable notice, subject to reasonable cancellation penalties.

Right to return goods within 10 business days of delivery if: the goods were not specifically ordered by the Buyer; the goods are not suitable for the purpose communicated to the supplier before purchase; or the goods were never seen prior to delivery.

6-month right to return defective goods for refund, repair, or replacement (CPA § 56).

Right to safe, good-quality goods that match the description and sample.

Right to access the National Consumer Commission (NCC) and the Consumer Goods and Services Ombud (CGSO) for dispute resolution.

G. Latin America — Colombia, Chile & Argentina

Colombia

Colombian Buyers are protected by the Estatuto del Consumidor (Ley 1480 de 2011) and supervised by the Superintendencia de Industria y Comercio (SIC). Rights include: right to accurate information in Spanish; right to effective product warranties (minimum 1 year for durable goods); right to reversal of electronic payment transactions within 5 business days for unauthorized or fraudulent transactions; and right to file complaints with the SIC's consumer service portal.

Chile

Chilean Buyers are protected by the Ley de Protección de los Derechos de los Consumidores (Ley 19.496) and supervised by the Servicio Nacional del Consumidor (SERNAC). Key rights include: right to accurate pre-contract information; legal warranty of 6 months for manufactured goods; right to repair, replacement, or refund for defective goods; and right to file complaints with SERNAC's online portal or the Consumer Courts (Juzgados de Policía Local).

Argentina

Argentine Buyers are protected by the Ley de Defensa del Consumidor (Ley 24.240 and its amendments) and supervised by the Secretaría de Comercio Interior. Rights include: right to information prior to purchase; right to a legal warranty of 3 months (non-durable goods) or 6 months (durable goods); right to repair, replacement, or refund for defective goods; and right to file complaints with CONSUMIR and provincial consumer protection agencies.

H. Asia & Asia-Pacific — Australia, India, Japan, Singapore & South Korea

Australia

Australian Buyers benefit from the most comprehensive consumer guarantee regime in the Asia-Pacific region under the Australian Consumer Law (ACL, Schedule 2 to the Competition and Consumer Act 2010). Consumer guarantees cannot be excluded, limited, or modified by contract and apply automatically:

Guarantee as to acceptable quality: Goods must be safe, durable, free from defects, acceptable in appearance and finish, and fit for all purposes for which goods of that kind are commonly supplied.

Guarantee as to fitness for a disclosed purpose: Where the Buyer makes a specific purpose known to the Vendor before purchase, the goods must be fit for that purpose.

Guarantee as to correspondence with description: Goods must match any description applied to them.

Guarantee as to correspondence with sample or demonstration model.

Guarantee relating to repairs and spare parts: Where reasonably expected.

Remedies depend on whether the failure is major or minor. For a major failure (e.g., goods do not do what a reasonable consumer would expect; goods are substantially unfit for purpose), the Buyer may reject the goods and choose a refund or replacement, or keep the goods and seek compensation. For minor failures, the Vendor may choose to repair, replace, or refund. Buyers may escalate disputes to the Australian Competition and Consumer Commission (ACCC) or applicable state-based consumer protection agency.

India

Indian Buyers are protected under the Consumer Protection Act 2019 and the Consumer Protection (E-Commerce) Rules 2020. Key rights include: right to be protected from hazardous goods; right to truthful information; right to be heard and to seek redress; right to consumer education. E-commerce platforms must provide a grievance redressal mechanism. Buyers may file complaints with the National Consumer Helpline (NCH) or Consumer Disputes Redressal Commissions at the district, state, or national level.

Japan

Japanese Buyers are protected under the Specified Commercial Transactions Act (特定商取引法), which governs mail-order and internet sales. Buyers have a statutory right to cancel within 8 days of receiving goods for certain categories of distance sales, subject to exceptions. The Act on Specified Commercial Transactions also mandates comprehensive pre-contract disclosures in Japanese. The Act Against Unjustifiable Premiums and Misleading Representations (景品表示法) prohibits false advertising.

Singapore

Singaporean Buyers are protected under the Consumer Protection (Fair Trading) Act (CPFTA), which prohibits unfair practices in consumer transactions, including misrepresentation and high-pressure selling. Buyers may seek remedies through the Small Claims Tribunals for qualifying claims or through the Consumer Association of Singapore (CASE).

Republic of Korea

South Korean Buyers are protected under the Act on Consumer Protection in Electronic Commerce (전자상거래 소비자보호법). Buyers have a 7-day right of withdrawal from distance sales. If the goods are different from what was advertised, the withdrawal period extends to 3 months from receipt (or 30 days from discovery of the discrepancy). Buyers may escalate to the Korea Consumer Agency (한국소비자원) or file an online dispute through the ODR platform operated by the Korea Consumer Agency.

2.1.3 AqNova Buyer Protection Program

The AqNova Buyer Protection Program ("Buyer Protection" or "BPP") is AqNova's proprietary guarantee providing Buyers with a structured, accessible pathway to dispute resolution and financial recovery for qualifying transactions, independent of and in addition to statutory consumer rights. Where applicable law provides broader rights than the BPP, those statutory rights prevail.

A. Eligibility Criteria

To be eligible for Buyer Protection, the following conditions must all be met:

The order was placed and paid in full through AqNova's official Platform and payment channels.

The Buyer has a verified AqNova account in good standing (no active policy violations, no outstanding fraud flags).

The claim is submitted within the applicable claim window (see Section 2.1.3.B below).

The Buyer has made a reasonable attempt to resolve the issue directly with the Vendor through the Platform's messaging system before submitting a BPP claim.

The claim falls within one of the covered scenarios listed in Section 2.1.3.C.

The Buyer has not already received a full refund through chargeback, payment reversal, or other means for the same transaction.

B. Claim Submission Windows

Buyers who miss the applicable claim window may still have remedies available under applicable consumer protection law (see Section 2.1.2) or may contact buyers@aqnova.co to request a review of exceptional circumstances. AqNova may, in its sole discretion, accept late claims where the delay was due to circumstances outside the Buyer's reasonable control.

C. Covered Claim Scenarios

Scenario 1 — Item Not Received (INR)

A claim may be filed where the Buyer has not received the ordered goods by the latest estimated delivery date and the Vendor has not provided a valid explanation, tracking confirmation of delivery, or resolution. AqNova will: (a) contact the Vendor and request confirmation of dispatch and tracking information; (b) investigate with the carrier where tracking information is available; and (c) issue a full refund if the item is confirmed undelivered or if the Vendor fails to respond within 5 Business Days.

Scenario 2 — Item Significantly Not as Described (SNAD)

A claim may be filed where the item received is materially different from the Vendor's listing. "Significantly not as described" includes: wrong item sent; item is a different size, color, model, or specification than ordered; item is damaged or defective in a way not disclosed in the listing; item is counterfeit or inauthentic; or material features of the item were misrepresented. Minor variations in color due to photography or screen display do not qualify as SNAD unless the variation is material.

For SNAD claims, the Buyer will typically be required to: (a) provide clear photographic or video evidence of the discrepancy; (b) return the item to the Vendor at Vendor's cost (return label provided by AqNova or Vendor); and (c) upon confirmation of receipt of the returned item by the Vendor, receive a full refund of the purchase price including original shipping.

Scenario 3 — Item Arrived Damaged

Where an item arrives damaged in transit, the Buyer must: (a) photograph the outer packaging and the damaged item before disposal of any packaging materials; (b) submit the claim within 30 days of delivery with photographic evidence; and (c) retain the damaged item and packaging pending AqNova's investigation. AqNova will determine whether the damage occurred in transit (carrier liability) or was pre-existing (Vendor liability) and coordinate the appropriate resolution, which may include a full refund, replacement, or partial compensation.

Scenario 4 — Counterfeit or Inauthentic Items

Where a Buyer has reasonable grounds to believe that an item received is counterfeit or inauthentic, the Buyer must: (a) file the claim within 45 days of delivery; (b) provide evidence supporting the belief (e.g., side-by-side comparison images, authentication certificate from an authorized dealer or third-party service, or official brand statement); and (c) not use the item in a manner that could be construed as accepting its authenticity. AqNova may require the Buyer to return the item before issuing a refund and reserves the right to involve brand protection authorities.

Scenario 5 — Unauthorized Transactions

Where a Buyer becomes aware of a transaction on their AqNova account that they did not authorize, they must: (a) report the unauthorized transaction to AqNova at security@aqnova.co immediately upon discovery; (b) change their account credentials immediately; and (c) notify their payment provider if the unauthorized charge has been captured. AqNova will investigate the unauthorized transaction in coordination with its Payment Processors and, upon confirmation, will reverse any charges and secure the account.

D. Claim Submission Process

E. Refund Settlement Timelines

These timelines represent the period after AqNova initiates the refund and issues the refund confirmation. The actual settlement date depends on the Buyer's financial institution or payment provider and may vary. AqNova is not responsible for delays caused by third-party financial institutions.

F. Appeals Process

If a Buyer disagrees with a BPP decision, they may file an appeal within 10 calendar days of receiving the decision notification. Appeals must be submitted to buyers@aqnova.co with the subject line "BPP Appeal — [Order Number]" and must include: (a) a clear statement of the grounds for appeal; (b) any new evidence not previously submitted that is material to the claim; and (c) the specific remedy sought.

Appeals are reviewed by a senior member of AqNova's Trust & Safety team who was not involved in the original decision. AqNova will issue an appeal decision within 10 Business Days. Appeal decisions are final and binding, except where Buyers retain the right to access external dispute resolution mechanisms, including national consumer protection agencies, EU ODR, or applicable arbitration forums under Section 2.14 of the Platform Terms & Conditions.

G. Buyer Protection Limitations

Buyer Protection does not cover:

Transactions conducted outside the Platform or through unofficial payment channels.

Items that were accurately described in the listing but did not meet the Buyer's subjective expectations (where the listing was accurate and complete).

Damage caused by the Buyer after receipt (misuse, accident, unauthorized modification).

Claims relating to customs duties, import taxes, or cross-border regulatory restrictions that prevented delivery (Buyer's responsibility to verify import eligibility).

Digital goods or services where the download or access has been completed by the Buyer.

Perishable goods where the Buyer failed to accept delivery or collect within the stated timeframe.

Claims filed outside the applicable claim window where no exceptional circumstances apply.

Buyers who have filed more than 5 BPP claims in any rolling 12-month period may be subject to enhanced review. Accounts exhibiting patterns consistent with BPP abuse may be suspended from BPP participation.

A. General Prohibited Conduct

The following conduct by Buyers is strictly prohibited and constitutes a material breach of these Buyer Terms and the Platform Terms & Conditions:

Purchase fraud: Placing orders with fraudulent payment methods, stolen cards, or with no intent to pay.

Return fraud: Returning items other than those purchased (e.g., returning a different or inferior item in place of the genuine purchased item); claiming non-delivery of an item that was delivered; or returning used or damaged items claiming them to be in the original condition.

Chargeback abuse: Filing a chargeback with a payment provider or card issuer for a transaction that the Buyer is not entitled to dispute, or for a transaction that has been or is being resolved through the BPP, without first completing the Platform's dispute resolution process (except where Applicable Law requires access to chargeback rights).

Account manipulation: Creating multiple accounts to abuse promotional codes, exploit the BPP, or circumvent enforcement actions.

False or exaggerated claims: Submitting BPP claims that are materially false, exaggerated, or supported by fabricated evidence.

Manipulation of vendor reviews: Submitting false, misleading, or incentivized reviews; threatening negative reviews in exchange for refunds or benefits.

Exploitation of vendors: Using the BPP, review systems, or other Platform mechanisms as leverage to extract refunds, discounts, or other benefits to which the Buyer is not entitled.

Off-platform transactions: Soliciting Vendors to complete transactions outside the Platform to avoid Platform fees or protections; doing so voids all Buyer Protection and other Platform guarantees.

B. Chargeback Policy in Detail

Chargebacks are a payment network mechanism that exists to protect consumers from unauthorized transactions and merchant fraud. AqNova fully supports Buyers' legal rights to initiate chargebacks with their payment providers in genuine cases of unauthorized transactions, non-delivery where the BPP has failed, or clear merchant misrepresentation.

However, initiating a chargeback in the following circumstances — commonly referred to as "friendly fraud" or "chargeback abuse" — is prohibited and may result in account suspension, recovery of disputed funds, and referral to appropriate authorities:

Filing a chargeback for an order that was accurately delivered in the condition described.

Filing a chargeback while simultaneously pursuing or having resolved a BPP claim for the same transaction.

Filing a chargeback to avoid returning an item under a valid return request.

Filing a chargeback on a subscription or recurring charge that the Buyer did not cancel before the renewal date, where adequate cancellation mechanisms were provided.

Buyers who file chargebacks are required to cooperate with AqNova's chargeback response process by providing evidence of the transaction, the communications with the Vendor, and the resolution history through the BPP. AqNova may provide this evidence to the relevant payment network or card issuer in its chargeback response, consistent with AqNova's Privacy Policy.

C. Enforcement Actions

AqNova may take the following enforcement actions against Buyers who engage in prohibited conduct:

Warning: For first-time or minor violations, AqNova may issue a formal written warning to the Buyer's registered email address.

Account Restriction: AqNova may restrict the Buyer's ability to use certain Platform features, including placing new orders, submitting BPP claims, or posting reviews, pending investigation.

Suspension: AqNova may suspend the Buyer's account for a defined period for confirmed policy violations.

Permanent Ban: AqNova may permanently terminate the Buyer's account for serious, repeated, or egregious violations, including confirmed fraud.

Financial Recovery: AqNova may seek recovery of losses resulting from Buyer fraud or chargeback abuse, including through civil proceedings or referral to collection agencies, in accordance with applicable law.

Law Enforcement Referral: AqNova will refer confirmed cases of purchase fraud, payment fraud, or other criminal conduct to appropriate law enforcement authorities.

Before imposing suspensions or bans for non-emergency violations, AqNova will provide the Buyer with written notice of the alleged violation and a reasonable opportunity to respond, consistent with AqNova's commitment to procedural fairness and, where applicable, the requirements of EU Platform-to-Business Regulation (EU 2019/1150).

A. Hierarchy of Applicable Policies

Multiple layers of policy may apply to any given buyer transaction on the Platform. The following hierarchy governs in the event of conflict:

B. Vendor Return & Refund Policies

Vendors are required to publish their return and refund policies clearly on each product listing prior to purchase. Vendor-specific policies must at all times meet or exceed the following Platform minimum standards:

Vendors must accept returns for items that are significantly not as described, regardless of any "all sales final" policy stated in the listing.

Vendors must process valid return requests within 5 Business Days of receiving a return request.

Vendors must issue refunds for accepted returns within the timelines specified in their policy, not to exceed the Platform maximum refund processing time of 14 Business Days.

Vendors may set their own return windows (e.g., 14 days, 30 days, 60 days) but may not offer a return window shorter than the minimum required by applicable law in the Buyer's jurisdiction.

Vendors may specify certain non-returnable items (e.g., perishables, personalized items, hygiene-sealed goods), but such restrictions must be disclosed prominently in the listing and must comply with applicable law.

Vendor policies that are more favorable to Buyers than Platform minimums are permitted and encouraged. Vendor policies that are less favorable than Platform minimums are void to the extent of the inconsistency, and the Platform minimum applies.

C. When a Vendor Is Unavailable or Non-Responsive

Where a Vendor is suspended, terminated, or otherwise unavailable to respond to a legitimate Buyer claim, AqNova will assume resolution responsibility within the scope of the BPP and process the claim directly. AqNova's resolution in these circumstances may include:

Issuing a full or partial refund to the Buyer funded from Vendor payout reserves held by AqNova.

Arranging fulfillment from an alternative source where feasible and with the Buyer's consent.

Providing documentation to support the Buyer's chargeback claim with their payment provider.

AqNova maintains payout reserves and defers a portion of Vendor settlements precisely to fund buyer protection obligations in the event of Vendor default. The specific reserve calculation is set out in the Vendor Agreement (Section 5).

D. Reviews & Ratings — Interaction with Buyer Protection

Buyers are encouraged to leave honest, factual reviews after completing a purchase. Reviews must be based on the Buyer's genuine first-hand experience with the product and the Vendor's service. Buyers may leave a review only once per order and must comply with AqNova's Review Policy (published at [aqnova.co/review-policy]).

Where a Buyer has an active BPP claim or dispute in progress, AqNova recommends waiting until the dispute is resolved before posting a review. Reviews posted during active disputes will not be removed solely on the basis of the dispute, but may be reviewed for compliance with the Review Policy. Vendors may respond to reviews through the Platform's review response feature, but may not directly contact Buyers through external channels to request review modification or removal.

E. Cross-Border Purchases — Additional Considerations

Buyers purchasing from Vendors in different countries should be aware of the following:

Customs & Import Duties: Cross-border purchases may be subject to customs duties, import taxes, or VAT upon entry into the Buyer's country. These charges are the Buyer's responsibility unless the Vendor has explicitly agreed to cover them (Delivered Duty Paid / DDP terms). AqNova will clearly indicate at checkout whether duties are estimated and included or whether they are the Buyer's responsibility.

Import Restrictions: Buyers are responsible for ensuring that the goods they order are legally importable in their country of delivery. AqNova will not process refunds for goods seized or destroyed by customs authorities due to the Buyer's failure to comply with import regulations, except where the Vendor misrepresented the nature or compliance of the goods.

Delivery Timelines: Cross-border shipping timelines are estimates only. Delays caused by customs processing, carrier operations, or force majeure events beyond AqNova's or the Vendor's control do not give rise to BPP claims, but Buyers retain all statutory rights under applicable law.

Language & Jurisdiction: The Buyer has the right to receive pre-contract information in the official language(s) of their country of residence where required by applicable law (e.g., French in Quebec, Portuguese in Brazil, Spanish in applicable Latin American jurisdictions).

2.1.6 Buyer Support & Contact Information

AqNova Marketplace | Global Legal Footer Framework | Section 2.1: Buyer Terms & Protection Policy

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