Order Cancellation Policy

AQNOVA MARKETPLACE

Global Legal Footer Framework

Comprehensive Compliance & Platform Governance Reference

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Global Cancellation Rights, Procedures & Refund Framework for All AqNova Marketplace Orders

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

This Order Cancellation Policy ("Cancellation Policy") sets out the complete framework governing a Buyer's right to cancel an order placed on the AqNova Marketplace, the circumstances in which cancellations are available, the procedures for requesting cancellation, and the refund entitlements upon cancellation. This Policy covers the period from order placement through to the point at which the purchased goods are delivered to the Buyer.

Cancellation after delivery is governed by the Returns, Refunds & Exchanges Policy (Section 4.2). The two policies together form AqNova's complete post-order remedies framework. This Policy operates as a supplemental document to Section 4.0 (Orders, Payments & Consumer Rights). Where this Policy conflicts with Section 4.0 on cancellation-specific matters, this Policy governs.

4.3.1 Cancellation Rights Overview — When You Can Cancel

A Buyer's ability to cancel an order on AqNova depends on the stage at which the cancellation is requested, the type of product ordered, and the applicable consumer protection law in the Buyer's jurisdiction. The following overview maps the four principal cancellation scenarios:

4.3.2 Pre-Dispatch Cancellation — Standard Platform Right

AqNova provides Buyers with an unconditional right to cancel any order at any time before the Vendor has dispatched the goods. This is AqNova's platform-level consumer protection commitment and applies globally to all order types, without restriction or cancellation fee.

A. "Dispatch" — Definition for Cancellation Purposes

For cancellation purposes, "dispatch" means the moment the Vendor has physically handed the packaged goods to the carrier AND has uploaded a valid tracking number to the Platform confirming the handover. An order is not considered dispatched merely because:

The Vendor has prepared or packaged the goods for dispatch.

The Vendor has generated a shipping label without actually handing over the package.

A carrier collection is scheduled for a future date but has not yet occurred.

Buyers should submit cancellation requests as early as possible after Order Confirmation. AqNova transmits cancellation requests to the Vendor within 1 hour of submission. If the Vendor dispatches the goods after AqNova has transmitted the cancellation request, the Vendor is responsible for the cost of return logistics, and the cancellation is treated as a post-dispatch scenario (Section 4.3.3) at no additional cost to the Buyer.

B. Processing Time Window Transparency

Each product listing on AqNova displays the Vendor's stated processing time — the number of Business Days from Order Confirmation to dispatch. Buyers who wish to cancel should submit cancellation requests as early as possible relative to the stated processing time. For Vendors with a processing window of "Same Day" or "Next Day," pre-dispatch cancellation windows are narrow. AqNova does not guarantee that a pre-dispatch cancellation will be processed in time if it is submitted immediately before the expected dispatch window closes — in those cases, the post-dispatch process applies.

C. Payment Authorization on Cancelled Pre-Dispatch Orders

Where a pre-dispatch cancellation is confirmed before payment has been fully captured (e.g., for payment methods where authorization and capture are separate steps), AqNova will release the payment authorization without capture. The Buyer will not see a debit on their account. Where payment has already been fully captured at Order Confirmation (the standard model for most payment methods on AqNova), the refund is processed as described in Section 4.3.7.

4.3.3 Post-Dispatch Cancellation — Rights & Procedures

Once the Vendor has dispatched the goods and uploaded a valid tracking number, AqNova cannot physically intercept the shipment on the Buyer's behalf. However, the Buyer still has important rights in this scenario:

A. Options for Post-Dispatch Cancellations

Option 1 — Refuse Delivery: When the goods arrive at the delivery address, the Buyer may refuse to accept the delivery. The carrier will return the goods to the Vendor. Upon the Vendor's receipt of the returned goods (or confirmation of the refusal from the carrier), the Buyer is entitled to a full refund of the purchase price plus the original shipping fee. This approach avoids the need for the Buyer to arrange return shipping.

Option 2 — Exercise Statutory Right of Withdrawal After Delivery: In jurisdictions where a statutory right of withdrawal applies (EU, UK, Brazil, South Korea, China, Colombia, Chile, Argentina, and others — see Section 4.3.4), the Buyer may receive the goods, exercise the withdrawal right within the applicable statutory period, and initiate a return through the Returns Policy (Section 4.2). This approach is available regardless of whether the Buyer requested cancellation before delivery.

Option 3 — Request Carrier Redirect (where available): Where the carrier offers a redirect or hold service (e.g., UPS My Choice, FedEx Delivery Manager, DHL On Demand Delivery), the Buyer may be able to redirect the delivery or place it on hold at a carrier facility. This is a carrier-level service that AqNova does not administer; its availability depends on the carrier and the origin/destination country.

B. Cost Allocation for Post-Dispatch Cancellations

Where a Buyer requests post-dispatch cancellation for change-of-mind reasons:

The Buyer bears return shipping costs for goods that have already been dispatched, subject to any applicable statutory rule. EU CRD Art. 14(1) and UK CCR Reg. 35(5) confirm that the consumer bears return shipping costs for voluntary withdrawal from distance contracts, unless the Vendor has agreed to cover them.

Exception — Refused Delivery: if the Buyer refuses delivery at the door and the goods are automatically returned to the Vendor by the carrier, the Buyer may or may not be charged return shipping, depending on the carrier's tariff for returned goods. AqNova will seek to recover carrier return costs from the Vendor's payout where the goods are returned through the carrier's standard return-to-sender process.

No cancellation fee: AqNova does not charge the Buyer a cancellation fee for post-dispatch cancellations. The Buyer's refund reflects the purchase price (and shipping if Vendor is responsible for return), minus only any lawfully applicable return shipping charges.

4.3.4 Statutory Cancellation & Withdrawal Rights — Global Matrix

The following matrix sets out the statutory cancellation or right-of-withdrawal rights available to Buyers in each principal AqNova operating jurisdiction. These rights are mandatory and cannot be excluded by AqNova's platform policies or Vendor terms. All statutory withdrawal rights are exercisable after delivery — they are, in legal effect, post-delivery cancellation rights.

A. Pre-Orders & Back-Orders

Pre-orders (orders placed for items not yet available) and back-orders (orders placed for temporarily out-of-stock items) carry enhanced cancellation rights:

Buyers may cancel a pre-order or back-order at any time before dispatch without restriction.

Where the estimated dispatch date passes without dispatch, the Buyer may cancel immediately and receive a full refund without waiting further.

Where the Vendor updates the estimated dispatch date and extends it by more than 14 calendar days from the original estimate, the Platform will notify the Buyer and provide an easy cancellation option. Silence from the Buyer does not constitute acceptance of the new timeline.

AqNova's FTC 30-day rule compliance: if the Vendor cannot dispatch within 30 days of Order Confirmation (or the stated processing window, whichever is shorter) for US consumers, the Vendor must proactively offer cancellation per the FTC Mail Order Rule (16 C.F.R. Part 435).

B. Subscription Orders & Recurring Charges

Subscriptions — recurring orders that charge the Buyer at regular intervals — are subject to enhanced cancellation rights:

Buyers may cancel a subscription at any time through: Account > Subscriptions > Manage > Cancel Subscription. Cancellation takes effect at the end of the current billing period — no further charges are made after that date.

California ARL compliance: for subscriptions offered to California residents, AqNova complies with the Automatic Renewal Law (Bus. & Prof. Code § 17600 et seq.) — subscription renewal terms are clearly disclosed pre-purchase; an acknowledgment email is sent at sign-up; cancellation is available through a simple mechanism without requiring contact with customer service.

EU distance contract cancellation: the first order in a subscription series carries the 14-day right of withdrawal under EU CRD. For subsequent automatic renewals, GDPR-aligned cancellation mechanisms apply, and Buyers may cancel any renewal up to 24 hours before the renewal date to avoid the next charge.

No cancellation penalty: AqNova does not charge a fee for cancelling a subscription. Vendors may not impose early termination fees on Buyers who cancel subscriptions within the Platform.

Partial period: where a Buyer has paid for a full subscription period and cancels mid-period, no refund is given for the unused portion of the current billing period unless the subscription's stated terms offer pro-rata refunds. This does not affect the Buyer's statutory withdrawal right for the first subscription order.

C. Custom-Made & Personalized Orders

For custom-made or personalized items:

Buyers may cancel a custom order at any time before production begins — full refund.

Once production has materially begun (the Vendor has started cutting, printing, embroidering, or otherwise producing the custom item to the Buyer's specifications), the pre-dispatch cancellation right is more limited: the Vendor may recover actual costs reasonably incurred in production up to the point of cancellation notification. The Vendor must provide evidence of costs incurred and the recovery is capped at the purchase price.

Once production is complete (even if not yet dispatched), the custom order cannot be cancelled on a change-of-mind basis — the Buyer's remedy is governed by the Returns Policy's non-returnable custom items exception (Section 4.2.3, Item 3), subject to the Buyer's full statutory withdrawal rights under applicable mandatory law. Note: the EU Consumer Rights Directive Art. 16(c) and UK CCR Reg. 28(1)(b) provide an explicit exception to the 14-day withdrawal right for personalized goods, but only where the goods are clearly personalized to the Buyer's specification.

Vendors must disclose the applicable cancellation window for custom orders prominently in the product listing, including when production will begin and how much notice is required for a penalty-free cancellation.

D. Digital Goods & Services

For digital goods and services:

Before delivery/access: Buyers may cancel a digital goods order at any time before delivery or access is granted — full refund.

After delivery/access (where Buyer gave prior consent): where the Buyer explicitly consented to immediate delivery and acknowledged the loss of the withdrawal right before purchase, cancellation after delivery/access is not available under the standard policy. The Buyer's only remedy after access is a defective digital content claim under Section 4.2.9.

EU and UK mandatory rule: the exception to the withdrawal right for digital goods requires: (a) the consumer's prior express consent to immediate performance; and (b) the consumer's prior acknowledgment that the right of withdrawal is lost. Both elements must be obtained before purchase. If either element is missing, the 14-day withdrawal right applies regardless of whether the content has been accessed. AqNova's checkout process implements both requirements where applicable.

E. High-Value & Installment Orders

For high-value orders processed in installments (where available):

The entire order may be cancelled before dispatch — full refund of all installments paid to date.

Where the goods have been dispatched, the Buyer's rights are governed by the Returns Policy (Section 4.2) and applicable statutory law.

For BNPL (Buy Now, Pay Later) orders: cancellation within the BNPL provider's refund period results in AqNova refunding the amount to the BNPL provider, who adjusts the Buyer's installment schedule accordingly. The Buyer does not owe further installment payments on cancelled goods.

4.3.6 Cancellation Process — Step by Step

A. Brazil-Specific Cancellation Mechanism

In compliance with Decreto 7,962/2013 (Art. 5), AqNova provides a clearly visible and accessible cancellation mechanism for Brazilian consumers on all order summary and confirmation pages. The cancellation button (or link) is displayed in Portuguese on the order page and in the Order Confirmation email for Brazilian users. This mechanism is accessible at any time during the applicable 7-day cancellation window provided by CDC Art. 49. The mechanism is distinct from and in addition to the platform's general cancellation self-service tool.

A. Refund Amounts

B. Refund Processing Timelines upon Cancellation

4.3.8 Vendor-Initiated Cancellations

Vendors may need to cancel orders in certain circumstances. AqNova regulates Vendor-initiated cancellations strictly to protect Buyers from arbitrary cancellations and to ensure that Buyers receive full remedies when a Vendor cannot fulfill an order.

A. Permitted Grounds for Vendor Cancellation

Out-of-stock / inventory error: the product is no longer in stock and no substitute is available. Vendors must update listing inventory in real time; inventory errors that result in overselling must be promptly corrected and affected Buyers notified.

Prohibited destination: the Buyer's delivery address is in a jurisdiction that the Vendor is prohibited from shipping to (e.g., sanctions-restricted destination; product that cannot be legally imported to the destination country).

Payment fraud flag: a payment authorization was flagged as high-risk or potentially fraudulent by AqNova's fraud detection system, and the Vendor cannot proceed without resolving the flag. AqNova must confirm the fraud flag before the Vendor cancels on this basis.

Force majeure event preventing fulfillment: a genuine and documented force majeure event (natural disaster, government-mandated closure, supply chain disruption) that prevents fulfillment within a reasonable timeframe.

Listing error (price or specification): a material error in the product listing (e.g., a pricing error so significant it was manifestly unreasonable — below 50% of the correct price in circumstances suggesting an inadvertent mistake). AqNova must approve any cancellation on listing error grounds. This exception is narrow and not available to Vendors who deliberately set low prices as a promotional strategy.

B. Vendor Cancellation Obligations

Where a Vendor cancels an order, the following obligations apply:

Immediate notification: the Vendor must notify the Buyer through the Platform's messaging system within 2 hours of the decision to cancel, with the reason for cancellation.

Full refund: the Vendor is responsible for ensuring the Buyer receives a full refund (purchase price + shipping) within 24 hours of the cancellation notification. AqNova processes the refund from the Vendor's payout reserve if the Vendor fails to act within this window.

No cancellation fee: Vendors may not charge the Buyer any fee, administrative charge, or cancellation penalty.

Vendor performance impact: Vendor-initiated cancellations are recorded in the Vendor's performance metrics. A Vendor-initiated cancellation rate above 2% in any 30-day rolling period triggers a performance review under the Vendor Agreement. Above 5%: mandatory Vendor account review with potential listing restrictions.

C. Vendor Cancellation — Consumer Rights Protection

Where a Vendor cancels an order, the Buyer does not lose any accrued statutory rights. Specifically:

If the Vendor cancels an order for a custom item after production has materially begun, the Buyer is entitled to a full refund regardless of production costs incurred by the Vendor.

If the Vendor cancels and the Buyer can demonstrate consequential loss (e.g., the item was needed for a specific date and the cancellation made it impossible to obtain a replacement in time), the Buyer's statutory remedy rights under applicable consumer law are preserved and may include claims beyond the purchase price in certain jurisdictions.

4.3.9 AqNova-Initiated Cancellations

In certain circumstances, AqNova may cancel an order on behalf of the Platform. AqNova-initiated cancellations are limited to the following defined circumstances and always result in a full refund to the Buyer:

A. Grounds for AqNova-Initiated Cancellation

Confirmed payment fraud: where AqNova's fraud detection systems confirm that a payment was made with a compromised, stolen, or unauthorized payment instrument. AqNova cancels the order to prevent the Vendor from fulfilling an order that will be subject to a chargeback, and to protect the legitimate cardholder.

Vendor account suspension or termination: where a Vendor's account is suspended or terminated after an order is placed but before it is fulfilled. AqNova cancels all pending unfulfilled orders and initiates full refunds to affected Buyers.

Platform policy violation in listing: where an order was placed for a product that AqNova subsequently determines violates the Acceptable Use Policy (Section 2.3) or applicable law (e.g., a prohibited product, a counterfeit listing, or a listing with fraudulent sustainability claims).

Sanctions / export control compliance: where an order is identified as shipping to a sanctioned destination or involving a sanctioned party that was not caught by the checkout screening. AqNova cancels the order to comply with applicable sanctions law.

Platform technical error: where a Platform error caused an order to be placed under materially incorrect terms (e.g., wrong price displayed due to a system fault; wrong product variant matched to order). AqNova will contact the Buyer and offer the correct product at the correct price or a full refund.

Force majeure: in extraordinary circumstances where AqNova cannot continue to operate Platform services (e.g., a major infrastructure outage affecting order processing), AqNova may cancel pending orders and issue refunds pending service restoration.

B. Buyer Protection for AqNova-Initiated Cancellations

Buyers affected by AqNova-initiated cancellations receive:

Full refund of purchase price and shipping, initiated within 24 hours of the cancellation decision.

Written notification by email explaining the reason for the cancellation (to the extent permitted — AqNova will not disclose confidential fraud investigation details, but will provide a truthful general explanation).

Where the cancellation is due to a listing violation or Vendor misconduct, AqNova will actively assist the Buyer in identifying an alternative compliant product on the Platform.

AqNova is not liable for consequential or indirect losses arising from AqNova-initiated cancellations to the extent permitted by applicable law, except where the cancellation results from AqNova's own negligence or wilful misconduct.

4.3.10 Cancellation Abuse — Policy & Enforcement

AqNova's cancellation rights are designed to protect Buyers in genuine circumstances. Systematic abuse of cancellation rights — whether by Buyers or Vendors — undermines the Platform's integrity and harms the broader community of users. The following practices constitute cancellation abuse and are prohibited:

A. Buyer Cancellation Abuse

"Try before you cancel" schemes: placing orders with the intention of using the pre-dispatch cancellation window as a no-risk trial period for products not intended to be purchased permanently, where this is a systematic pattern.

Competitive disruption: placing and cancelling large orders from a Vendor's competitors to drain their inventory or degrade their performance metrics (order cancellation rate flagging).

Price manipulation: placing orders during a sale, cancelling, and reordering at a higher price — while this is not itself prohibited, systematic attempts to manipulate Platform sales mechanics through cancellation patterns may be flagged.

Subscription cycling: repeatedly subscribing and cancelling subscriptions to exploit promotional first-subscription offers.

B. Vendor Cancellation Abuse

Arbitrary cancellation: cancelling orders that the Vendor could have fulfilled, without a legitimate permitted reason.

Selective cancellation: accepting orders from certain Buyers and cancelling orders from others for discriminatory or anti-competitive reasons.

Cancellation to avoid returns: cancelling orders after the Buyer has submitted a return request or complaint, as an attempt to avoid AqNova's Buyer Protection process.

Price error exploitation: using a claimed "pricing error" as a pretext for selective cancellation of orders that the Vendor later fulfills at a higher price to others.

C. Enforcement

Cancellation abuse by Buyers may result in: warning for first offense; restriction of self-service cancellation privileges (cancellations must go through customer service review) for second offense; account suspension for systematic abuse.

Cancellation abuse by Vendors may result in: performance warning; elevated Vendor cancellation rate disclosure to Buyers (displayed on Vendor profile); listing restrictions; account suspension or termination; and financial recovery from Vendor payout for AqNova-funded Buyer refunds caused by Vendor-initiated cancellations.

4.3.11 Relationship with the Returns, Refunds & Exchanges Policy

This Cancellation Policy governs the period between order placement and delivery. The Returns, Refunds & Exchanges Policy (Section 4.2) governs all post-delivery rights and remedies. The two policies operate as a continuum:

Where a Buyer exercises a statutory withdrawal right or initiates a cancellation within the applicable statutory window, the exercise is deemed simultaneous under both this Policy and Section 4.2. The Buyer does not need to navigate two separate processes — the cancellation route through this Policy and the return route through Section 4.2 are equivalent paths to the same remedy, and AqNova will process whichever route the Buyer uses.

4.3.12 Contact Information — Order Cancellations

AqNova Marketplace | Global Legal Footer Framework | Section 4.3: Order Cancellation Policy

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