Dispute Resolution Policy

AQNOVA MARKETPLACE

Global Legal Footer Framework

Comprehensive Compliance & Platform Governance Reference

(MASTER)

AqNova's Complete Framework for Resolving Transaction, Platform & Commercial Disputes — From Direct Resolution to Arbitration

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

AqNova's Dispute Resolution Policy establishes a fair, accessible, and time-bound framework for resolving all categories of disputes arising on or in connection with the AqNova Marketplace. This Policy governs disputes between Buyers and Vendors, between Vendors and AqNova, and — in defined circumstances — between AqNova and other parties.

The Policy is structured as a tiered process, beginning with direct resolution between the disputing parties and escalating through AqNova-mediated facilitation, AqNova final decision, and ultimately external ADR and judicial/arbitral proceedings. Each tier is time-bound to ensure that disputes are resolved efficiently. AqNova acts as a neutral facilitator in Tiers 1 and 2; in Tier 3, AqNova issues a final Platform decision on the transaction in dispute.

5.3.1 Dispute Resolution Framework Overview

AqNova's dispute resolution architecture operates as a pyramid with four escalating levels. The lowest level — direct resolution — is intended to resolve the vast majority of disputes quickly and without platform intervention. Each subsequent level activates only when the prior level fails or is unavailable.

A. Scope of this Policy

This Policy applies to the following dispute categories:

Transactional disputes: disputes between a Buyer and a Vendor arising from an order placed on the AqNova Platform — including non-delivery, significantly not as described, defective goods, refund disputes, and payment disputes.

Platform conduct disputes: disputes between a Vendor and AqNova arising from enforcement actions, account decisions, payout disputes, commission charges, or the application of Platform policies.

IP and content disputes: disputes between rights holders and Vendors relating to alleged IP infringement on the Platform, including counter-notice disputes under the DMCA and equivalent frameworks.

Review disputes: disputes between Vendors and Buyers relating to reviews — including claims that a review is false, defamatory, or violates Platform review policy.

This Policy does not apply to: criminal matters (which are referred to law enforcement); product safety regulatory matters (which are handled by AqNova's Safety team and applicable authorities); or disputes between parties with no connection to AqNova.

B. AqNova's Role — Neutral Intermediary

AqNova acts as a neutral intermediary in the dispute resolution process. AqNova does not have a financial interest in the outcome of a specific dispute (other than the general interest in maintaining Platform integrity). AqNova's Buyer Protection team members who make decisions on disputes are required to: have no prior involvement in the transaction in dispute; apply the same evidentiary and procedural standards to both Buyers and Vendors; provide reasons for all decisions; and be subject to an independent appeal review process.

5.3.2 Tier 1 — Buyer-Vendor Direct Resolution (5 Business Days)

Tier 1 is the first and preferred dispute resolution path. Most transactional disputes can be resolved quickly by direct communication between the Buyer and Vendor through the Platform's messaging system. AqNova strongly encourages Buyers and Vendors to attempt direct resolution before escalating to Tier 2.

A. Tips for Successful Tier 1 Resolution

Be specific about the problem: describe the issue clearly ("I received a blue item, but ordered red" is more useful than "there is a problem with my order").

Specify the remedy you are seeking: a full refund, a replacement, or a partial refund. Vendors are more likely to respond constructively when the requested remedy is clear and reasonable.

Keep communication through the Platform messaging system — not through personal email or external channels — so that the record of communications is preserved for Tier 2 if escalation becomes necessary.

If the Vendor responds but offers an inadequate remedy (e.g., asks you to pay return shipping for a defective item when you know the Vendor should bear that cost), you do not have to accept it. Politely note the applicable policy (e.g., "Under AqNova's platform policy, the Vendor bears return shipping for defective items") and allow the Vendor a brief opportunity to reconsider before escalating to Tier 2.

5.3.3 Tier 2 — AqNova Mediation (10 Business Days)

Tier 2 activates when Tier 1 direct resolution fails — either because the Vendor did not respond within 5 Business Days, because the parties could not agree on a resolution, or because the Vendor agreed to a remedy but did not execute it within 3 Business Days. Tier 2 introduces AqNova as a facilitative intermediary.

A. AqNova's Mediation Standards

In its role as mediator at Tier 2, AqNova's Buyer Protection team applies the following standards:

Impartiality: AqNova does not take sides based on the identity or status of the parties. AqNova applies the same standards to Buyers and Vendors regardless of their purchase history, Vendor tier, or account age.

Confidentiality: communications submitted by either party in connection with a Tier 2 dispute are used only for the purposes of resolving the dispute and are not shared with the other party beyond what is necessary for the mediation process.

Evidence-based assessment: AqNova's suggested resolution at Tier 2 is based on the evidence submitted by both parties and the applicable Platform policies. AqNova discloses the factual basis for any suggested resolution to both parties.

Timeliness: AqNova's suggested resolution is issued within the 10 Business Day window. If additional evidence is needed and the investigation needs to be extended, both parties are notified of the extension with a new expected timeline.

5.3.4 Tier 3 — AqNova Platform Final Decision

Tier 3 activates when Tier 2 mediation fails to achieve a mutually agreed resolution. At Tier 3, AqNova transitions from a facilitator to a decision-maker. AqNova issues a binding Platform decision on the transactional outcome of the dispute — specifically, whether the Buyer receives a refund (and in what amount), or whether the Vendor's payout is released. This decision is binding on the Platform transaction but does not preclude either party from pursuing external legal remedies.

A. Decision Standards at Tier 3

At Tier 3, AqNova applies the following decision-making standards:

Preponderance of the evidence: AqNova decides the outcome based on which party's position is more likely correct given the available evidence. This is not a "beyond reasonable doubt" standard — it is a balance of probabilities assessment.

Policy-first: AqNova applies its published Platform policies (Returns Policy Section 4.2; Buyer Protection Policy Section 5.2; Shipping Policy Section 4.1; and applicable consumer protection law norms) as the primary framework for the decision. AqNova does not depart from published policy except where application would clearly be unjust or illegal.

Benefit of the doubt: where evidence is evenly balanced and the dispute amount is below USD $250, AqNova generally resolves in the Buyer's favor, consistent with standard marketplace practice. For higher-value disputes, a higher evidentiary bar applies.

No repeat adjudication: a Tier 3 final decision on a specific transaction cannot be reopened at AqNova's initiative. Only an appeal by a party within the appeal window can reopen the decision.

5.3.5 BPP Integration — Transactional Disputes

AqNova's Buyer Protection Program (Section 5.2) and the Dispute Resolution Policy (this Section 5.3) operate as an integrated system for transactional disputes. Understanding how they interact helps Buyers and Vendors navigate the process efficiently:

A. EU ADR Directive (2013/11/EU) — AqNova's Obligations

The EU Alternative Dispute Resolution Directive (Directive 2013/11/EU), as implemented in each EU Member State, requires online traders selling to EU consumers to inform consumers about the availability of ADR procedures and whether the trader commits to using ADR for consumer disputes. AqNova provides the following disclosures in compliance with this requirement:

AqNova makes its own three-tier internal dispute resolution process available to all EU consumers as described in this Section 5.3. This internal process constitutes the primary dispute resolution mechanism for EU consumer transactional disputes.

Where the internal process does not result in a resolution satisfactory to the EU consumer, AqNova acknowledges the consumer's right to access certified ADR providers in their EU Member State, as listed on the European Commission's ADR Entities database.

AqNova provides EU consumers with the name and website of the applicable certified ADR entity, either in the general terms and conditions or, where applicable, when AqNova informs the consumer that a negotiated solution is not possible.

AqNova commits to participating in ADR proceedings brought by EU consumers through a certified ADR entity, where required by applicable national law implementing the ADR Directive.

B. EU Online Dispute Resolution (ODR) Platform — Regulation 524/2013

In compliance with EU Regulation 524/2013 on Online Dispute Resolution for Consumer Disputes, AqNova provides the following mandatory ODR link disclosure on its Platform and in its terms of service:

C. DSA Arts. 17–21 — Internal Redress & Out-of-Court Settlement

The EU Digital Services Act (2022/2065/EU) imposes specific requirements on online platforms regarding internal redress systems (Art. 17) and out-of-court dispute settlement (Art. 21). AqNova's compliance:

DSA Art. 17 — Statement of reasons: AqNova provides a statement of reasons for every content moderation decision and every account action affecting EU recipients, including the legal or contractual ground relied upon. This is provided in the enforcement notice sent to the affected party.

DSA Art. 17 — Internal complaint handling: AqNova's internal dispute resolution process constitutes the internal complaint-handling system required by DSA Art. 17. AqNova processes all internal complaints free of charge and as quickly as possible.

DSA Art. 21 — Out-of-court dispute settlement: AqNova cooperates in good faith with certified out-of-court dispute settlement bodies designated by EU Member State Digital Services Coordinators for disputes not resolved internally. AqNova is not bound by the out-of-court settlement body's proposed solution but engages with the process in good faith.

D. EU Member State ADR Entities — Reference Table

5.3.7 United Kingdom — Consumer Alternative Dispute Resolution

The UK Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015 (SI 2015/542) implement the EU ADR Directive in UK law (retained post-Brexit by Statutory Instrument). AqNova provides the following UK-specific disclosures:

AqNova acknowledges that UK consumers who are unable to resolve a dispute through AqNova's internal process have the right to refer the dispute to a certified UK ADR provider.

AqNova discloses the name and website address of the applicable certified ADR entity in its general terms and conditions and, where a Buyer dispute has been raised but not resolved, in the response to the Buyer informing them that a resolution has not been reached.

UK ADR/Trading Standards: consumers may also access trading standards services through their local council or Citizens Advice for disputes involving consumer rights issues.

Financial Conduct Authority (FCA) regulation: disputes involving financial products or payment services may also be referred to the UK Financial Ombudsman Service (FOS) where applicable.

5.3.8 Disputes Involving AqNova Directly — Governing Law & Jurisdiction

Where a dispute involves AqNova directly — as opposed to a dispute between a Buyer and a Vendor in which AqNova mediates — the following governing law and jurisdiction provisions apply. These provisions are set out in the Platform Terms & Conditions (Section 2) and are reproduced here for completeness:

A. General Governing Law — B2B Disputes (Vendors vs. AqNova)

Disputes between AqNova and Vendors arising out of or in connection with the Vendor Agreement, Platform Terms & Conditions, or any other commercial relationship between a Vendor and Arivon Holding Corporation are governed by the laws of the State of Delaware, United States, without regard to its conflict of law provisions. The parties submit to the exclusive jurisdiction of the courts of the State of Delaware or the federal courts sitting in Delaware for any non-arbitral dispute.

B. Consumer Disputes (Buyers vs. AqNova) — Mandatory Consumer Protection

For disputes between consumers (Buyers purchasing for personal use not related to their trade, business, or profession) and AqNova, the following provisions apply:

Mandatory consumer protection law: any governing law provision does not affect a consumer's right to rely on the mandatory consumer protection provisions of the law of the country in which they are habitually resident, where those provisions offer greater protection than the governing law.

EU consumers: EU consumers benefit from the protection of mandatory provisions of the law of their Member State of habitual residence where those provisions cannot be derogated from by agreement, consistent with Regulation (EC) 593/2008 (Rome I Regulation) Art. 6.

UK consumers: UK consumers retain the protections of UK mandatory consumer law regardless of any governing law clause, consistent with the Consumer Rights Act 2015 s. 74.

Brazilian consumers: mandatory provisions of the Brazilian Consumer Defense Code (CDC) apply to consumer-AqNova disputes involving Brazilian consumers, by virtue of CDC Art. 1 (public order and social interest).

Australian consumers: Australian Consumer Law non-excludable consumer guarantees apply to disputes involving Australian consumers regardless of governing law.

This provision reflects the universal principle that governing law and jurisdiction clauses in consumer contracts cannot deprive consumers of the protection of mandatory local consumer law. AqNova does not assert any choice of law or jurisdiction provision against consumers in a manner that derogates from their mandatory statutory rights.

C. Dispute Resolution for AqNova Account Actions

Where a Vendor disputes an AqNova account action (listing removal, account suspension, payout hold, fee assessment, or account termination), the dispute proceeds through:

Internal appeal: AqNova's enforcement appeal process (Section 5.15 of Section 5.0) — 30-day appeal window; senior reviewer; 10–20 Business Day decision.

Where internal appeal is exhausted: the Vendor may initiate the arbitration process described in Section 5.3.9 (Arbitration Agreement for B2B disputes).

5.3.9 Arbitration Agreement — B2B Disputes (Vendors vs. AqNova)

AqNova and Vendors agree to resolve any dispute arising out of or in connection with the Vendor Agreement or the Platform Terms & Conditions through binding arbitration, rather than through litigation in court, subject to the exceptions set out in Section 5.3.9.C below. This arbitration agreement is set out in the Vendor Agreement (Section 2.2.6) and is reproduced here in summary form for reference.

A. Scope of the Arbitration Agreement

The arbitration agreement covers all disputes between AqNova (Arivon Holding Corporation) and commercial Vendors (businesses, sole traders, or other commercial entities) arising from:

The Vendor Agreement, including all supplemental policies incorporated by reference.

AqNova Platform fees, commission deductions, or payout disputes.

Account suspension or termination decisions (following exhaustion of the internal appeal process).

IP infringement counter-notice disputes that are not resolved through the DMCA process.

Any claim for breach of contract, unjust enrichment, or negligence arising from AqNova's Platform operation.

B. Arbitration Rules & Administration

Commercial arbitration between Vendors and AqNova is conducted under the following forum, depending on the Vendor's location:

United States and Canada: American Arbitration Association (AAA) Commercial Arbitration Rules, with JAMS Expedited Procedures for claims below USD $100,000.

European Union: ICC International Court of Arbitration Rules, with the seat of arbitration in Paris, France.

United Kingdom: London Court of International Arbitration (LCIA) Rules, with the seat in London, United Kingdom.

Asia-Pacific (Singapore, Malaysia, Thailand, Vietnam, Indonesia): Singapore International Arbitration Centre (SIAC) Rules, with the seat in Singapore.

South Korea, Japan, China: Korean Commercial Arbitration Board (KCAB) International Arbitration Rules (South Korea); JCAA Commercial Arbitration Rules (Japan); CIETAC Arbitration Rules (China).

South America, Africa, Middle East, and all other jurisdictions: UNCITRAL Arbitration Rules, with the seat determined by agreement or appointed arbitrator.

Arbitration is conducted in English, unless both parties agree to an alternative language. The arbitral award is final and binding and may be entered as a judgment in any court of competent jurisdiction. The New York Convention (1958) governs recognition and enforcement of arbitral awards internationally.

C. Arbitration Exceptions — Matters Excluded from Arbitration

The following matters are excluded from the arbitration agreement and may be brought before courts or regulatory authorities:

Injunctive relief: either party may seek urgent injunctive or emergency relief from a court of competent jurisdiction to prevent irreparable harm, pending initiation or completion of arbitration.

Intellectual property: IP infringement claims and trademark disputes may be brought before applicable courts or IP tribunals.

Small claims: claims within the jurisdiction of small claims courts may be brought in the appropriate small claims court (US: federal or state small claims court; UK: county court small claims track; Australia: state NCAT/VCAT/QCAT; Singapore: Small Claims Tribunal).

Regulatory complaints: either party may file a complaint with applicable regulatory authorities (FTC, CPSC, CFPB in the US; applicable EU/UK regulators) regardless of any arbitration agreement.

5.3.10 Consumer Dispute Arbitration — Jurisdiction-Specific Limitations

AqNova acknowledges that mandatory arbitration clauses in consumer contracts are restricted or prohibited in many jurisdictions. The following rules govern consumer (Buyer) dispute arbitration across AqNova's operating markets:

5.3.11 Class Action Waivers — Jurisdiction-Specific Rules

AqNova's Vendor Agreement contains a class action waiver for commercial disputes, consistent with applicable law. The following rules govern class action waivers in consumer contexts across AqNova's operating markets:

5.3.12 Global Consumer Authority Directory — Dispute Resolution

The following directory provides consumers in each jurisdiction with the relevant consumer authority, ADR body, and judicial options for pursuing a dispute after AqNova's internal process has been exhausted:

5.3.13 Dispute Resolution Timeline Summary

The following matrix summarizes the complete expected timeline for dispute resolution through AqNova's internal process from initiation to final decision:

5.3.14 Contact Information — Dispute Resolution

AqNova Marketplace | Global Legal Footer Framework | Section 5.3: Dispute Resolution Policy

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