Marketplace Seller Standards
Find It All (FIA)
A Brand Owned & Operated by Innovara Marketing Inc.
Document Reference: FIA-MKT-PUB-002
Classification: PUBLIC — MARKETPLACE SELLER STANDARDS
Version: 1.1
Effective Date: 1 October 2026
Last Updated: 1 October 2026
Legal Operator: Innovara Marketing Inc.
Brand: Find It All (FIA)
Document Owner: FIA Marketplace, Trust & Platform Operations
1. Purpose
These Marketplace Seller Standards establish the minimum standards that businesses and other approved Sellers must meet when offering products, services, digital deliverables or other approved offerings through the Find It All Marketplace.
They are intended to support:
accurate and transparent offers;
reliable fulfilment;
responsible Seller conduct;
clear Marketplace pricing;
appropriate Buyer protection;
fair handling of cancellations, refunds and disputes;
responsible Affiliate Campaign participation;
lawful and appropriate use of customer information; and
trust in the FIA Marketplace.
These Standards form part of FIA’s Marketplace rules and should be read together with the Terms of Service, Marketplace Purchase Terms, Marketplace Buyer Protection & Resolution Policy, Marketplace Order, Fulfilment, Cancellation & Refund Standard and other applicable FIA policies.
2. Legal Operator and Marketplace Structure
Find It All, or FIA, is a public-facing brand owned, operated and managed by Innovara Marketing Inc.
The Marketplace may contain offers supplied by:
Innovara Marketing Inc., acting as an identified first-party Marketplace Vendor; and
independent Marketplace Sellers or Vendors, acting as separate third-party businesses.
The identity of the actual Seller or provider should be identified within the applicable offer, transaction or checkout information.
Where Innovara is identified as the Seller or provider, Innovara is responsible for that offering in its capacity as the first-party Vendor.
Where an independent Vendor is identified as the Seller, that Vendor remains a separate business responsible for its offering, subject to FIA’s platform rules and applicable law.
For further information about FIA’s role, see Understanding Our Role.
3. Who These Standards Apply To
These Standards apply to approved independent Sellers participating in the FIA Marketplace.
Relevant operational standards may also be applied to first-party Innovara Marketplace offerings where appropriate to maintain a consistent Buyer experience.
However, provisions relating specifically to contractual onboarding between FIA and an independent Seller do not require Innovara Marketing Inc. to enter into a contract with itself.
A Seller’s participation may also be subject to:
onboarding requirements;
category-specific requirements;
verification requirements;
insurance requirements;
campaign-specific terms;
additional written commercial terms; and
applicable federal, provincial, territorial, municipal or professional requirements.
4. Seller Approval Is Required
A business does not have an automatic right to sell through the FIA Marketplace.
FIA may require a prospective Seller to complete an application, provide supporting information, complete verification, accept applicable Marketplace terms and satisfy operational requirements before selling.
FIA may approve, conditionally approve, decline, restrict, pause or require additional review of a Seller or particular offering where reasonably necessary for Marketplace integrity, risk management, Buyer protection or compliance.
Approval of a Seller does not guarantee:
a minimum number of Buyers;
a minimum level of sales;
search visibility;
Featured Placement;
participation in an Affiliate Campaign; or
continued Marketplace access regardless of future conduct.
5. Seller Eligibility
A Seller must be capable of lawfully providing the products or services it offers.
Depending on the Seller, offer and jurisdiction, FIA may require information such as:
legal or operating business name;
contact information;
business address;
authorized representative information;
business registration information;
tax information;
banking or payout information;
licences;
permits;
professional registrations;
insurance information;
certifications;
identity verification;
ownership or authority information; and
other information reasonably relevant to Marketplace participation.
The Seller must have authority to act for the business being enrolled.
False, misleading, materially incomplete or unauthorized applications may be declined or may result in later restriction or removal.
6. Seller Verification
FIA may conduct reasonable verification before or during Marketplace participation.
Verification may include reviewing information supplied by the Seller and, where appropriate, checking available records or requesting additional documentation.
Verification is not a guarantee that:
the Seller will never breach a law or Marketplace rule;
every Seller claim has been independently investigated;
FIA has audited every aspect of the Seller’s business;
every product or service is suitable for every Buyer; or
a verified Seller is endorsed, licensed or certified by FIA.
Sellers must not exaggerate or misrepresent the meaning of FIA verification.
See the Business Verification Standards for additional information.
7. Continuing Duty to Keep Seller Information Accurate
Seller information must remain accurate and current throughout Marketplace participation.
A Seller must update or promptly notify FIA of material changes affecting information previously supplied, including changes to:
business ownership;
legal or operating name;
address or contact information;
licences;
professional status;
insurance;
tax information;
payout details;
ability to provide an offer;
material legal restrictions; or
other information reasonably relevant to continued Marketplace eligibility.
FIA may require re-verification.
8. Regulated and Higher-Risk Categories
Certain products, services and business categories may require enhanced review before they are allowed on FIA.
Where applicable, Sellers may be required to satisfy the High-Risk Category Addendum or other category-specific requirements.
FIA may require additional evidence including licences, permits, registrations, insurance, training credentials, professional standing or other appropriate documentation.
Approval in one category does not automatically authorize the Seller to operate in another regulated or restricted category.
9. Licensing, Permits and Professional Requirements
Sellers are responsible for identifying and maintaining licences, permits, registrations, qualifications and professional authorizations required for the products or services they provide.
Where a licence, registration or regulated status is represented in an FIA offer, the information must be accurate and current.
A Seller must not:
claim to hold a licence that it does not hold;
use another person’s credentials without authorization;
imply regulatory approval that does not exist; or
continue offering regulated services after required authority has expired, been suspended or been revoked.
10. Insurance
Where insurance is legally required, contractually required or required by FIA for a particular Seller or category, the Seller must maintain appropriate coverage.
FIA may require completion of the Insurance Declaration & Acknowledgement and may request evidence of coverage.
The Seller must promptly disclose a material lapse, cancellation or change in required insurance.
FIA’s collection of insurance information does not make FIA the Seller’s insurer and does not guarantee that the Seller’s coverage will respond to a particular claim.
11. Seller Identity and Business Representation
Marketplace Sellers must accurately identify the business responsible for each independent Seller offer.
A Seller must not:
impersonate another person or business;
create misleading duplicate identities;
conceal the identity of the actual provider where disclosure is required;
misstate business ownership;
falsely claim affiliation with Innovara, FIA, government, a regulator or another organization; or
imply that FIA owns or operates the independent Seller’s business.
An independent Seller remains a separate business from Innovara Marketing Inc.
12. Offer Accuracy
Every Marketplace offer must provide information reasonably sufficient for a Buyer to understand what is being offered.
Depending on the offer, information should include where applicable:
product or service description;
scope;
quantity;
material specifications;
included and excluded items;
eligibility requirements;
geographic restrictions;
service area;
expected fulfilment or delivery timing;
material technical requirements;
appointment requirements;
material limitations;
cancellation terms;
refund conditions;
warranty information;
price;
mandatory charges;
applicable taxes where known or required; and
other information material to the Buyer’s decision.
The Seller remains responsible for the accuracy of information it supplies even where FIA formats, publishes or assists with the presentation of that information.
13. Changes to an Offer
A Seller must update an offer when information becomes materially inaccurate.
A Seller must not materially change the scope, quantity, quality, price or fulfilment terms of an already accepted order without the Buyer’s agreement where agreement is required.
Changes made to future availability do not automatically amend orders already accepted.
FIA may preserve transaction records showing the terms that applied when an order was placed.
14. Prohibited and Restricted Offerings
A Seller must not list, market or sell products or services prohibited by applicable law or FIA rules.
Seller conduct and offerings are subject to the Acceptable Use Policy and Community Guidelines.
FIA may prohibit or restrict an offering where it reasonably believes the offering:
is unlawful;
presents an unacceptable safety or fraud risk;
violates third-party rights;
requires authorization the Seller has not demonstrated;
is materially misleading;
conflicts with FIA Marketplace requirements; or
creates other material Marketplace integrity concerns.
Removal by FIA does not relieve the Seller of obligations arising from orders already accepted.
15. Truthful Marketing and Claims
Marketplace descriptions, advertisements, images, comparisons, performance claims, testimonials and promotional statements must be truthful and not materially misleading.
Sellers must not use tactics such as:
fake discounts;
invented regular prices;
fabricated reviews;
false endorsements;
unsupported performance claims;
false certifications;
fake countdowns;
false claims that stock or availability is nearly exhausted;
fabricated customer activity;
misleading before-and-after representations; or
other deceptive urgency or scarcity claims.
A Seller must be able to reasonably support factual claims it makes about an offer.
16. Pricing Transparency
The price presented for a Marketplace offering must accurately communicate the price the Buyer can obtain the offering for, subject to clearly disclosed applicable taxes and legitimate variable charges where applicable.
Sellers must not advertise an unattainable headline price and then introduce hidden mandatory Seller charges later in checkout.
Mandatory charges that are known or reasonably determinable should be disclosed clearly before the Buyer commits to the transaction.
A Seller must not add FIA’s Seller-side Marketplace fees to the Buyer as an undisclosed mandatory surcharge.
17. Discounts and Promotional Pricing
Promotional pricing must be genuine.
Where a Seller represents a price as discounted from a regular, former, ordinary or comparable selling price, the representation must not create a false or misleading impression.
Coupons, discounts and promotional conditions must clearly communicate material restrictions.
A Seller must not deliberately inflate a reference price for the purpose of creating an artificial discount.
18. Taxes
Sellers are responsible for providing accurate information required to determine their tax treatment and for satisfying tax obligations that legally remain with them.
Depending on the transaction, Marketplace structure and applicable law, taxes may be:
charged or collected by the Seller;
calculated, collected or remitted through FIA or a payment provider where required or implemented; or
otherwise handled under applicable tax rules.
A Seller must not falsely represent tax as a government-imposed charge where the amount is actually a Seller fee.
FIA may require tax identification, residency, business or transaction information where reasonably necessary for tax administration, platform reporting or legal compliance.
Sellers remain responsible for obtaining their own tax advice where appropriate.
MARKETPLACE COMMERCIAL FRAMEWORK
19. Standard Marketplace Fee
Unless a valid written Seller arrangement expressly provides otherwise, FIA’s standard Marketplace fee is:
15%
The standard Marketplace fee is calculated on the qualifying transaction subtotal after approved discounts and before applicable sales taxes.
For a standard qualifying Marketplace transaction that is not subject to an additional Affiliate Campaign Fee:
FIA standard Marketplace fee: 15%
Seller proceeds before other applicable adjustments: 85%
Other legitimate transaction adjustments may include matters such as refunds, chargebacks, payment reversals, approved credits, taxes, payment-related adjustments or other amounts properly arising under the applicable Seller arrangement.
The standard Marketplace fee is a Seller-side commercial charge.
It must not be converted into an undisclosed mandatory Buyer surcharge.
20. Optional Vendor Affiliate Campaign Participation
Approved independent Sellers may choose to place a specific Marketplace offer into FIA’s Affiliate Campaign where FIA makes that option available and approves the offer.
Affiliate Campaign participation is offer-specific.
A Seller does not need to make every Marketplace offer Affiliate Eligible.
Participation for one offer does not automatically enroll:
another offer from the same Seller;
an entire Seller account;
a future replacement offer; or
a materially different package.
The applicable campaign must identify the offer that has been approved for participation.
21. Affiliate Campaign Fee
When all applicable requirements are satisfied and a valid Affiliate-attributed qualifying sale occurs for an offer the Seller has opted into FIA’s Affiliate Campaign, an additional:
15% Affiliate Campaign Fee
applies to the qualifying sale.
Accordingly, the standard working Vendor-side economics for such a qualifying transaction are:
Standard Marketplace fee: 15%
Affiliate Campaign Fee: 15%
Total FIA Vendor-side fee: 30%
Seller proceeds before other applicable adjustments: 70%
The additional Affiliate Campaign Fee applies only where:
the specific offer is validly participating in the Affiliate Campaign; and
the transaction is a valid Affiliate-attributed qualifying sale under FIA’s applicable attribution rules.
The additional fee does not automatically apply to ordinary Marketplace sales that are not valid Affiliate Campaign transactions.
22. What the Affiliate Campaign Fee Represents
The Affiliate Campaign Fee is a commercial fee payable to FIA under the applicable Seller campaign arrangement.
It should not be represented as though the entire additional 15% is automatically transferred to the Affiliate.
FIA may use Affiliate Campaign revenue to support matters such as:
Affiliate commission;
Affiliate acquisition;
attribution and tracking administration;
campaign operations;
fraud prevention and review;
Affiliate infrastructure;
reconciliation; and
other Affiliate Campaign-related costs and economics.
Affiliate compensation is determined under FIA’s Affiliate rules and is separate from the Seller’s obligation to pay the applicable Affiliate Campaign Fee.
23. Affiliate Eligible and Tier Eligible Offers
Affiliate Campaign offers may include:
Affiliate Eligible offers; and
selected Tier Eligible offers.
Affiliate Eligible and Tier Eligible offers may be supplied by:
Innovara Marketing Inc. as an identified first-party Marketplace Vendor; or
approved independent Marketplace Sellers.
Designation of an offer as Affiliate Eligible does not necessarily mean that the offer is Tier Eligible.
FIA determines or approves applicable campaign status.
24. Affiliate Commission Framework
For transparency concerning the commercial structure supporting Seller campaigns, FIA’s standard Affiliate model includes a:
4% Base Commission on Qualifying Sales
Selected Tier Eligible offers may use the following final Affiliate commission rates based on Tier-Finalized sales for the same specific offer during the applicable calendar month:
| Tier-Finalized Sales for the Same Specific Offer | Final Affiliate Rate |
|---|---|
| Below CAD $5,000 | 5% |
| CAD $5,000–$14,999.99 | 10% |
| CAD $15,000+ | 15% |
The 4% Base Commission is included within the final applicable tier rate.
Accordingly:
5% final rate = 4% base + 1% top-up;
10% final rate = 4% base + 6% top-up; and
15% final rate = 4% base + 11% top-up.
The rates are not calculated as 4% plus another 5%, 10% or 15%.
Full Affiliate eligibility and payment rules are governed by the Affiliate Program Terms & Conditions.
25. Affiliate Tiers Are Offer-Specific
Different offers are not automatically combined for Affiliate tier purposes.
Sales relating to one Tier Eligible offer are normally measured separately from sales relating to another Tier Eligible offer, including another offer from the same Seller.
Offers may be grouped only where FIA has expressly approved a shared campaign or offer group.
A Seller or Affiliate must not combine unrelated offers or transaction volume to manufacture a higher Affiliate tier.
26. Affiliate Early Withdrawal and Tier Treatment
Where FIA makes early Base Commission withdrawal functionality available, an Affiliate may be permitted to withdraw an available 4% Base Commission before tier reconciliation.
If the Affiliate withdraws the 4% Base Commission for a transaction:
that transaction is locked at the 4% rate;
it exits Tier Eligible treatment;
it is removed from the applicable tier-progress calculation; and
it does not later receive a tier top-up.
If the Affiliate leaves the applicable Base Commission in FIA’s Affiliate system, the transaction may remain eligible for tier treatment if all Tier Finalization requirements are later satisfied.
The Seller does not control an Affiliate’s election between these options.
27. Tier Finalization
A Tier Eligible Affiliate transaction generally becomes Tier Finalized only when the applicable requirements have been satisfied, including:
qualifying Buyer payment has settled;
the required product delivery, service completion or approved fulfilment milestone has occurred;
the applicable ordinary Buyer issue window has passed;
there is no unresolved material refund or dispute;
the Affiliate has not withdrawn that transaction’s Base Commission early in a manner that removes it from the tier; and
the transaction otherwise remains eligible.
Tier volume is counted in the calendar month in which the transaction becomes Tier Finalized, not merely the month in which the order was initially placed.
For longer-running services, FIA may approve a defined commission-release or fulfilment milestone for the applicable offer.
28. Affiliate Refunds, Reversals and Clawbacks
Affiliate commission remains subject to legitimate transaction corrections.
Where an underlying transaction later becomes fully or partially refunded, charged back, reversed, fraudulent, artificially generated or otherwise ineligible, FIA may adjust the corresponding Affiliate commission and tier volume under the applicable Affiliate rules.
Where Affiliate commission has already been paid, applicable recovery mechanisms may include:
a negative Affiliate balance;
offsets against future commission;
offsets against future tier top-ups;
offsets against future payouts; or
a request for repayment of a recoverable overpayment where contractually and legally permitted.
A partial refund may result in proportional recalculation based on the retained qualifying transaction amount.
Seller conduct intended to manipulate Affiliate commissions, refunds, tier calculations or attribution is prohibited.
29. Affiliate Payout Threshold
FIA does not apply a standard CAD $50 minimum Affiliate payout threshold under the current standard model.
After applicable reconciliation, approved finalized Affiliate balances are paid to the Affiliate’s selected payout method or account, subject to legitimate processing, payment-provider, fraud-review, chargeback, legal or account-information restrictions.
This provision concerns Affiliate compensation and does not change the Seller’s own Marketplace payout schedule.
30. Affiliate Attribution
FIA’s standard Affiliate attribution framework uses a:
24-hour protected referral window
with a:
first-valid-click model
During an active protected window, the first valid Affiliate attribution normally remains attached to the applicable transaction opportunity and is not automatically replaced by a later Affiliate click.
After the protected window expires, a later valid Affiliate interaction may establish a new attribution window.
Attribution may be assessed using relevant tracking data, timestamps, order information, CRM information and applicable campaign rules.
Affiliate attribution is governed more fully by the Affiliate Tracking & Attribution Disclosure and Affiliate Program Terms & Conditions.
Privacy choices may limit optional tracking.
31. Affiliate Is Not the Seller
An Affiliate promoting a Marketplace offer does not become the Seller merely because the Affiliate referred the Buyer.
The Seller identified for the Marketplace offer remains responsible for the underlying product or service.
Affiliates must not:
pretend to be the Seller where they are not;
make unauthorized commitments on the Seller’s behalf;
change the Seller’s offer without authorization; or
misstate their relationship with FIA or the Seller.
Applicable promotion requirements are described in the Affiliate Promotion & Disclosure Guidelines and Marketplace Affiliate Sales Disclosure.
32. Campaign Changes and Seller Opt-Out
Subject to applicable campaign terms, a Seller may request to stop future Affiliate Campaign participation for a particular offer.
Any approved change or opt-out operates prospectively from the applicable effective time.
A Seller may not retroactively remove Affiliate Campaign status, attribution or applicable fees from a transaction that validly occurred while the offer was participating in the campaign.
Where an offer has already generated tracked or accepted transactions, applicable existing transaction rights and obligations remain subject to the terms that applied to those transactions.
33. Boosts and Featured Placement Are Separate
Affiliate Campaign participation does not automatically include FIA visibility products such as:
Boosts;
Featured Placement;
Sponsored Visibility;
category promotion; or
other optional business-growth products.
Such products may be separately offered, priced and accepted.
Payment of an Affiliate Campaign Fee does not itself guarantee enhanced Marketplace placement.
34. Affiliate Program and Sales Contractor Program Are Separate
FIA’s Affiliate program and its Freelancer/Independent Sales Contractor program are separate commercial roles.
Affiliate participation does not automatically make a person an FIA salesperson, employee, agent or assigned sales representative.
Similarly, participating as a Seller in an Affiliate Campaign does not authorize independent Affiliates to negotiate or make commitments for the Seller.
A transaction does not automatically receive both Affiliate compensation and FIA Freelancer/Sales Contractor compensation.
Any exception must be expressly permitted under the applicable approved compensation structure.
FULFILMENT, BUYER ISSUES AND TRANSACTION RESPONSIBILITIES
35. Seller Fulfilment Responsibilities
Independent Sellers are responsible for fulfilling orders in accordance with the offer accepted by the Buyer.
The Seller must use reasonable care to ensure that:
products correspond materially with their descriptions;
services are performed within the agreed scope;
material delivery or completion dates are communicated accurately;
unavailable products or services are not knowingly sold as available;
Buyer instructions reasonably necessary for fulfilment are followed;
material delays are communicated promptly; and
required licences, permits and professional standards are maintained.
The applicable Marketplace rules are further described in the Marketplace Order, Fulfilment, Cancellation & Refund Standard.
36. Delivery and Service Completion
Where applicable, the Seller must accurately record or communicate when:
an item is shipped;
an item is delivered;
a digital deliverable is provided;
an appointment is completed;
a service milestone is completed; or
the overall service is completed.
A Seller must not falsely mark an order as delivered, completed or fulfilled for the purpose of accelerating payment, ending a Buyer issue period or causing an Affiliate transaction to become Tier Finalized.
37. Evidence of Fulfilment
FIA may request reasonable evidence relating to fulfilment or a transaction dispute.
Depending on the transaction, evidence may include:
delivery records;
carrier information;
service records;
appointment records;
communications;
Buyer approvals;
signed acknowledgements;
photographs;
digital delivery records;
scope documents;
invoices;
refund records; or
other reasonably relevant records.
Records must not be fabricated, manipulated or materially misleading.
FIA may consider the evidence available from both Buyer and Seller when administering Marketplace processes.
38. Ordinary Buyer Issue Window — Services and Digital Deliverables
For completed services and digital deliverables, FIA’s ordinary Marketplace problem/refund request window is:
7 calendar days from confirmed completion or delivery.
This is an FIA Marketplace administration window.
It is not intended to waive or eliminate legal rights that cannot lawfully be waived.
39. Ordinary Buyer Issue Window — Physical Goods
For physical goods, FIA’s ordinary Marketplace problem/refund request window is:
14 calendar days from confirmed delivery.
Where a physical item is:
wrong;
visibly damaged;
incomplete; or
missing,
the Buyer should report the problem promptly and, where the problem is reasonably discoverable, ordinarily within 7 calendar days of delivery.
A Seller should cooperate with reasonable requests for information needed to assess the issue.
40. Exceptions and Non-Waivable Rights
The ordinary FIA issue windows are not absolute cut-offs in circumstances where a later claim must reasonably or legally be considered.
Depending on the circumstances and applicable law, matters may still require review where they involve:
fraud;
unauthorized payment;
non-delivery;
latent defects that were not reasonably discoverable earlier;
applicable product or service warranties;
mandatory statutory cancellation rights;
mandatory consumer protection rights; or
other rights that cannot lawfully be excluded or waived.
Nothing in these Standards is intended to remove rights or remedies that applicable law does not permit the parties to waive.
41. Cancellations
Cancellation treatment may depend on:
the nature of the offering;
whether fulfilment has begun;
whether goods were customized;
whether materials or third-party costs have been committed;
the applicable offer terms;
Marketplace rules;
applicable law; and
whether the Seller or Buyer caused the cancellation.
Cancellation rules must not be represented in a way that removes mandatory legal rights.
The applicable rules are further described in the Marketplace Order, Fulfilment, Cancellation & Refund Standard and Payment, Billing, Refund & Payout Policy.
42. Refunds
A refund may be full, partial or otherwise adjusted depending on the circumstances.
Potential factors include:
whether an item was delivered;
whether the service was completed;
whether the offering materially matched its description;
retained value;
agreed cancellation terms;
partial performance;
Buyer and Seller evidence;
applicable warranties;
applicable law; and
other legitimate transaction considerations.
A Seller must not misrepresent FIA Marketplace rules as an absolute “no refund” policy where a refund, cancellation or other remedy may be required.
See the Marketplace Buyer Protection & Resolution Policy and Payment, Billing, Refund & Payout Policy.
43. Chargebacks and Payment Reversals
Where a transaction is charged back, reversed, disputed as unauthorized or otherwise reversed through a payment process, FIA may investigate and request information from the Seller.
The Seller must reasonably cooperate and provide relevant evidence within requested timeframes.
A payment-provider decision may affect transaction proceeds independently of FIA’s own Marketplace review.
FIA may apply legitimate adjustments to amounts otherwise payable to a Seller where permitted under the applicable Seller arrangement and law.
44. Seller Payout Adjustments
Seller proceeds may be adjusted where reasonably required to account for legitimate Marketplace transaction events such as:
full refunds;
partial refunds;
chargebacks;
payment reversals;
cancelled orders;
transaction corrections;
applicable Marketplace fees;
applicable Affiliate Campaign Fees;
agreed credits;
amounts previously overpaid; or
other adjustments permitted under the applicable Seller arrangement and law.
Detailed payout mechanics for independent Sellers are governed by the applicable private Seller arrangement.
45. Seller Negative Balances and Recovery
Where valid transaction reversals, refunds, chargebacks or other authorized adjustments exceed amounts currently payable to an independent Seller, FIA may record an amount owing or negative Seller balance where permitted by the applicable Seller arrangement and law.
Depending on the applicable agreement and circumstances, FIA may be permitted to:
offset the amount against future Seller proceeds;
offset other amounts payable to the Seller;
hold or adjust future Marketplace disbursements where permitted; or
request repayment.
FIA will not publish confidential internal fraud thresholds or reserve formulas in these public Standards.
46. Buyer Protection Cooperation
Sellers must cooperate reasonably with FIA’s Marketplace Buyer Protection processes.
A Seller must not obstruct a Buyer from raising a legitimate concern or retaliate against a Buyer for:
requesting support;
reporting a problem;
requesting a refund;
using FIA’s dispute process;
submitting an honest review; or
exercising a legal right.
The applicable framework is described in the Marketplace Buyer Protection & Resolution Policy.
47. Dispute Cooperation
Where FIA requests Seller participation in a Marketplace complaint or dispute, the Seller should:
respond within the stated timeframe;
provide accurate information;
supply reasonably requested evidence;
preserve relevant transaction records;
avoid deleting or altering evidence; and
cooperate in good faith.
Failure to participate may result in FIA making an administrative Marketplace decision using the information reasonably available.
FIA’s complaints framework is also described in the Dispute Resolution & Complaints Policy.
CUSTOMER DATA, COMMUNICATIONS AND CONTENT
48. Buyer Information
A Seller may receive personal information required to complete a Marketplace order, such as a Buyer’s:
name;
contact information;
delivery information;
appointment information; or
other transaction-related information.
The Seller must handle such information responsibly and only for appropriate purposes.
Seller access to Buyer information does not transfer ownership of that information to the Seller.
49. Limits on Use of Buyer Information
Unless another lawful basis applies, Buyer information obtained through an FIA transaction should be used only as reasonably necessary for matters such as:
fulfilling the order;
arranging delivery or appointments;
providing transaction-related support;
processing legitimate returns or warranties;
keeping lawful business records;
preventing fraud;
resolving disputes; or
satisfying legal obligations.
Receiving a Buyer’s email address or telephone number through an FIA order does not, by itself, mean the Buyer has agreed to receive unrelated marketing from the Seller.
Sellers are responsible for ensuring that any independent commercial electronic marketing they send complies with applicable consent and communication requirements.
FIA’s own information practices are described in the Privacy Policy and Cookie & Tracking Policy.
50. Information Security
Sellers must take reasonable measures appropriate to the circumstances to protect Buyer and transaction information in their possession or control.
A Seller must not intentionally expose, sell, misuse or improperly disclose Buyer information obtained through FIA.
A suspected material compromise involving FIA transaction information should be reported promptly through the appropriate FIA contact channel.
51. Reviews and Ratings
Sellers must respect FIA’s review processes.
A Seller must not:
purchase fabricated reviews;
review its own business through misleading identities;
pressure Buyers to remove legitimate criticism;
threaten Buyers for posting honest feedback;
offer compensation conditional on publishing only a positive review;
coordinate fake review activity; or
manipulate ratings.
Sellers may respond professionally to reviews and may report content they reasonably believe violates FIA rules.
See the Reviews & Ratings Policy.
52. Intellectual Property
A Seller must have appropriate rights to content it provides for Marketplace publication.
This includes, where applicable:
logos;
photographs;
videos;
product images;
written descriptions;
trademarks;
promotional materials;
designs;
software;
documents; and
other protected content.
A Seller must not knowingly upload infringing, counterfeit or unauthorized material.
Relevant requirements are described in the Copyright & Intellectual Property Policy.
53. AI-Assisted Seller Content
A Seller may use AI-assisted tools where permitted, but the Seller remains responsible for the final information it submits or approves for publication.
AI-generated or AI-assisted content must not be used to:
fabricate certifications;
invent customer reviews;
create materially misleading product representations;
impersonate individuals;
falsify professional credentials;
make unsupported claims; or
avoid Seller responsibility for accuracy.
Where AI use materially affects transparency or creates a legal or Marketplace disclosure obligation, appropriate disclosure may be required.
See Responsible AI & AI Usage Disclosure.
MARKETPLACE INTEGRITY AND ENFORCEMENT
54. Manipulation and Abuse
A Seller must not attempt to manipulate Marketplace systems, including through:
sham transactions;
self-referrals designed to generate improper commissions;
coordinated fake purchases;
artificial Affiliate tier volume;
manufactured refunds;
false fulfilment;
abusive chargeback activity;
fake Buyers;
false evidence;
unauthorized account access; or
attempts to circumvent Marketplace fees.
FIA may investigate suspicious activity and may restrict affected transactions or accounts while reasonably necessary.
55. Circumvention of FIA Transactions
Where a Buyer and Seller connect through a Marketplace transaction or FIA commercial process, a Seller must comply with any applicable anti-circumvention obligations contained in the Seller’s accepted terms.
A Seller must not manipulate transaction records or move an otherwise covered transaction off-platform for the purpose of evading:
agreed Marketplace fees;
Affiliate attribution;
applicable Buyer protections;
transaction records; or
other accepted FIA commercial terms.
Any applicable duration, scope and enforceability of such obligations are governed by the Seller’s accepted agreement and applicable law.
56. Marketplace Monitoring and Review
FIA may review Marketplace activity reasonably necessary to:
administer transactions;
respond to complaints;
investigate fraud;
enforce Marketplace rules;
manage risk;
validate Affiliate attribution;
review Seller performance;
protect Buyers;
comply with legal obligations; or
maintain Marketplace integrity.
Such review does not mean FIA continuously monitors every Seller, communication or transaction.
57. Offer Removal
FIA may remove, pause or restrict an offer where reasonably necessary because of matters such as:
inaccurate information;
legal concerns;
expired authorization;
safety concerns;
repeated fulfilment problems;
Buyer complaints;
intellectual property concerns;
prohibited products or services;
fraud indicators;
policy violations; or
failure to provide required verification.
Where appropriate, FIA may request correction before an offer is restored.
58. Seller Restriction or Suspension
FIA may restrict or suspend Marketplace access where reasonably necessary to protect Marketplace integrity, investigate concerns or enforce applicable rules.
Depending on the circumstances, actions may include:
pausing new orders;
restricting specific offers;
suspending Affiliate Campaign participation;
requesting updated verification;
limiting Marketplace functions;
temporarily holding a transaction for review where permitted; or
suspending the Seller account.
FIA may consider factors including severity, recurrence, Seller cooperation, risk to Buyers, evidence available and applicable contractual or legal obligations.
59. Re-Verification
FIA may require a Seller to complete re-verification.
Reasons may include:
expired documentation;
material account changes;
category expansion;
unusual transaction activity;
compliance concerns;
changes to ownership;
changes to legal requirements; or
periodic Marketplace review.
Failure to provide reasonably required information may affect Marketplace participation.
60. Termination of Marketplace Participation
Marketplace participation may end:
at the Seller’s request, subject to existing obligations;
under applicable Seller termination provisions;
because the Seller no longer meets eligibility requirements;
because of serious or repeated policy breaches;
because of fraud or material misrepresentation;
because continued participation presents unacceptable risk;
where required by law; or
for another basis permitted under the applicable Seller arrangement.
Termination does not automatically eliminate:
existing Buyer obligations;
outstanding refunds;
valid chargebacks;
transaction adjustments;
amounts properly owing;
recordkeeping obligations;
dispute responsibilities; or
provisions intended to survive termination.
61. Seller Records
Sellers should maintain records reasonably necessary to support Marketplace transactions and legal obligations.
Relevant records may include:
orders;
invoices;
delivery records;
service completion records;
Buyer communications;
cancellation records;
refunds;
warranty information;
licences;
insurance;
applicable tax records; and
evidence supporting material offer claims.
Required retention periods may vary depending on the nature of the record and applicable law.
62. Tax and Platform Reporting Cooperation
Applicable Canadian tax and platform-reporting rules may require FIA or another platform operator to collect, verify, retain or report specified Seller and transaction information.
Where such requirements apply, Sellers must provide reasonably requested accurate information and cooperate with lawful reporting or verification requirements.
FIA’s collection of information for these purposes does not constitute tax advice to the Seller.
63. Seller Responsibility for Employees, Contractors and Subcontractors
A Seller remains responsible for ensuring that individuals used to fulfil its Marketplace obligations are appropriately authorized and qualified for the work they perform.
Where the Seller uses employees, subcontractors or other personnel, the Seller remains responsible for its own:
employment obligations;
contractor arrangements;
compensation;
supervision;
insurance;
workplace obligations;
licensing requirements; and
other legal responsibilities.
Marketplace approval of the Seller does not automatically constitute approval of every individual the Seller may use.
64. Relationship of Independent Sellers to FIA
Unless a separate written agreement expressly provides otherwise, an independent Marketplace Seller is not by reason of Marketplace participation:
an employee of Innovara Marketing Inc.;
a partner of Innovara Marketing Inc.;
a joint venturer with Innovara Marketing Inc.; or
authorized to bind Innovara Marketing Inc.
Similarly, an Affiliate is not the Seller merely because the Affiliate referred a Buyer.
The responsibilities applicable to each role must remain distinct.
65. No Guarantee of Marketplace Performance
FIA does not guarantee that a Seller will receive:
a particular number of orders;
specific revenue;
a particular search position;
Affiliate referrals;
a particular conversion rate;
Featured Placement;
uninterrupted availability; or
continuing access to every Marketplace feature.
Marketplace functions may evolve as FIA develops its platform and operations.
66. Seller Commercial Agreement
These public Standards describe the principal standards expected of FIA Marketplace Sellers.
Detailed commercial and enforceable mechanics applicable to independent Sellers may be contained in a separate private seller agreement and, where applicable, a separate Vendor Affiliate Campaign schedule presented to the Seller during onboarding or campaign enrollment.
Those private terms may address matters including:
payment timing;
fee authorization;
Affiliate Campaign enrollment;
payout processing;
refunds;
chargebacks;
adjustments;
reserves or holds where applicable;
negative balances;
tax information;
insurance;
termination;
data responsibilities;
Seller representations; and
versioned acceptance.
If a Seller-specific written commercial arrangement lawfully varies a standard commercial provision in these public Standards, the applicable written arrangement will govern that specific commercial term to the extent of the permitted variation.
Public Marketplace integrity requirements continue to apply unless FIA expressly states otherwise.
67. Buyer Checkout and Transaction Information
FIA intends Marketplace checkout and transaction records, where applicable, to identify relevant information such as:
Buyer;
Seller or provider;
offering;
scope;
price;
approved discounts;
applicable taxes;
mandatory charges;
total transaction amount;
currency;
fulfilment information;
applicable cancellation or refund terms;
applicable accepted terms or policies;
order identifier; and
transaction timing.
Sellers must provide FIA with accurate information reasonably required to support these records.
68. Changes to These Standards
FIA may update these Standards from time to time to reflect changes in:
Marketplace operations;
commercial programs;
technology;
risk controls;
applicable law;
regulatory guidance; or
FIA policy architecture.
The current version will identify its effective date and last-updated date.
Where a change materially affects an independent Seller’s existing commercial obligations and additional acceptance is required by the applicable agreement or law, FIA may require updated acceptance.
Changes do not retroactively rewrite completed transactions where doing so would be inconsistent with applicable contractual or legal requirements.
69. Related FIA Documents
These Standards should be read with the FIA documents applicable to the particular Seller, transaction or activity, including:
Where documents address different subjects, they should be read together.
Where there is a genuine conflict involving a specific transaction, the applicable transaction terms, Seller-specific written commercial arrangement and mandatory law may determine the outcome.
70. Reporting a Marketplace Concern
Buyers, Sellers and other users may report suspected Marketplace abuse, prohibited activity, fraud, safety concerns or policy violations through FIA’s Report a Concern / Abuse process.
FIA may request additional information where reasonably necessary to assess a report.
Making a report does not guarantee a particular outcome.
71. Policy, Privacy and Legal Enquiries
Questions concerning these Standards, FIA policies, privacy or legal documentation may be submitted through FIA’s Policy, Privacy & Legal Enquiry channel.
General information about FIA’s policy framework is available through the Trust Centre.
72. Final Interpretation
These Marketplace Seller Standards establish FIA’s public Seller conduct and Marketplace participation framework as of the effective date shown above.
They are intended to operate together with applicable:
Marketplace transaction terms;
Seller-specific accepted terms;
Affiliate Campaign terms;
FIA policies; and
laws that apply to the particular Seller, Buyer, offering and jurisdiction.
Nothing in these Standards is intended to exclude, restrict or override a legal right or obligation that cannot lawfully be excluded, restricted or waived.
End of Marketplace Seller Standards — FIA-MKT-PUB-002 — Version 1.1