DISPUTE RESOLUTION & COMPLAINTS POLICY

Find It All (FIA)
A Brand Owned & Operated by Innovara Marketing Inc.

Document Reference: FIA-POL-010
Classification: PUBLIC — DISPUTE & COMPLAINTS POLICY
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 Trust, Marketplace & Platform Operations

1. PURPOSE

This Dispute Resolution & Complaints Policy explains how Find It All (“FIA”) receives, reviews and responds to complaints and disputes relating to the FIA Platform.

It may apply to matters involving:

• FIA accounts;

• business listings;

• claimed business profiles;

• verification;

• reviews and ratings;

• user content;

• direct FIA services;

• Business Stories;

• billing;

• refunds;

• Marketplace orders;

• Marketplace Buyers and Sellers;

• Affiliate participation;

• Service Partner participation;

• Platform enforcement;

• privacy;

• intellectual property; and

• other FIA programs or functionality.

Find It All is owned, operated and managed by Innovara Marketing Inc.

This Policy should be read together with the Terms of Service.

Nothing in this Policy removes legal, consumer, privacy, regulatory or other rights that cannot lawfully be waived.

2. FIA’S APPROACH TO COMPLAINTS

FIA aims to review complaints:

• fairly;

• proportionately;

• consistently;

• based on available information;

• according to the applicable FIA policy or agreement; and

• with appropriate consideration for the rights of affected parties.

A complaint does not automatically establish that a policy violation occurred.

FIA may need to obtain information from more than one party before reaching a decision.

FIA does not retaliate against a user merely for submitting a genuine good-faith complaint.

3. WHICH PROCESS SHOULD BE USED?

Different concerns may require different FIA processes.

General Platform, Service or Policy Complaints

Use FIA’s Policy, Privacy & Legal Enquiry process for ordinary concerns relating to:

• FIA policies;

• business listings;

• verification;

• FIA services;

• billing;

• program participation; or

• other general Platform issues.

Marketplace Purchase Problems

Eligible Marketplace purchase issues should use the applicable Marketplace support or resolution process and may be governed by the Marketplace Buyer Protection & Resolution Policy.

Serious Abuse or Security Concerns

Use Report a Concern or Abuse for matters such as:

• serious fraud;

• impersonation;

• threats;

• account compromise;

• serious harassment;

• malicious Platform activity;

• serious security concerns; or

• other significant Platform abuse.

Privacy Concerns

Privacy matters should be handled under FIA’s Privacy Policy and Policy, Privacy & Legal Enquiry process.

Copyright or Intellectual-Property Concerns

Intellectual-property concerns should be reviewed under FIA’s Copyright & Intellectual Property Policy.

4. COMPLAINTS ABOUT FIA

A user may submit a complaint relating to an action, service or decision made by Innovara Marketing Inc. or FIA.

Examples may include:

• direct FIA services;

• billing;

• account restrictions;

• verification decisions;

• Platform moderation;

• Business Story services;

• Affiliate administration;

• Marketplace administration;

• refunds;

• Seller administration; or

• another FIA-controlled function.

FIA will assess the matter against the applicable:

• agreement;

• order;

• policy;

• service scope;

• Platform record; and

• legal requirements.

5. COMPLAINTS ABOUT INDEPENDENT BUSINESSES

FIA lists and works with independent businesses.

Where a complaint relates solely to an independent business’s product or service purchased directly from that business outside the FIA Marketplace, the customer should generally contact the business first.

FIA may nevertheless review FIA-related concerns such as:

• materially false listing information;

• impersonation;

• verification misuse;

• fake reviews;

• prohibited content;

• fraud;

• misuse of FIA branding;

• serious policy violations; or

• another matter affecting Platform integrity.

FIA does not automatically become responsible for every disagreement involving an independent business merely because that business appears on FIA.

See Understanding Our Role for more information.

6. FIA MARKETPLACE DISPUTES

FIA operates a Marketplace complaint and resolution framework for eligible Marketplace transactions.

Marketplace issues may involve:

• non-fulfilment;

• Seller cancellation;

• Buyer cancellation;

• significant delay;

• materially misdescribed products or services;

• incomplete fulfilment;

• appointment disputes;

• refund disagreements;

• duplicate charges;

• payment disputes;

• chargebacks;

• Seller non-response;

• suspected Marketplace fraud; or

• another eligible transaction issue.

Marketplace transactions are governed by the Marketplace Purchase Terms.

Detailed Marketplace resolution rules are provided in the Marketplace Buyer Protection & Resolution Policy.

Order, fulfilment, cancellation and refund requirements are further explained in the Marketplace Order, Fulfilment, Cancellation & Refund Standard.

7. MARKETPLACE SELLER RESPONSIBILITY

Where an independent Marketplace Seller is identified as the provider, that Seller remains responsible for its applicable product or service.

This may include responsibility for:

• fulfilment;

• accuracy;

• service quality;

• customer communication;

• licences;

• professional obligations;

• insurance where required;

• warranties;

• applicable taxes; and

• compliance with the Marketplace Seller Standards.

FIA may administer the Marketplace dispute process without becoming the provider of the Seller’s underlying service.

Where Innovara Marketing Inc. is expressly identified as the provider, FIA will review the dispute according to the applicable order and service terms.

8. CONTACTING THE SELLER FIRST

For many ordinary Marketplace fulfilment issues, the Buyer should first give the Seller a reasonable opportunity to address the concern where appropriate.

Examples may include:

• scheduling questions;

• minor corrections;

• clarification of deliverables;

• service-access issues;

• missing information; or

• another issue the Seller can reasonably correct.

This does not mean a Buyer must continue dealing directly with a Seller where:

• fraud is suspected;

• safety is involved;

• there is serious misconduct;

• the Seller is unresponsive;

• the issue cannot reasonably be resolved directly; or

• FIA’s process otherwise permits direct escalation.

9. MARKETPLACE BUYER PROTECTION

Eligible Marketplace transactions may qualify for review under the Marketplace Buyer Protection & Resolution Policy.

Buyer Protection is intended to provide an FIA-administered route for reviewing eligible Marketplace transaction problems.

It is not an unconditional satisfaction or money-back guarantee.

Depending on the facts, possible outcomes may include:

• clarification;

• correction;

• continued fulfilment;

• replacement where appropriate;

• rescheduling;

• partial refund;

• full refund;

• transaction adjustment;

• Seller review; or

• no adjustment where applicable obligations were properly fulfilled.

10. MARKETPLACE REFUND & PAYMENT DISPUTES

Refund, payment and payout matters may also be governed by FIA’s Payment, Billing, Refund & Payout Policy.

FIA may consider factors including:

• amount paid;

• work performed;

• product supplied;

• order status;

• Seller responsibilities;

• Buyer responsibilities;

• cancellation timing;

• committed third-party costs;

• payment reversals;

• applicable terms; and

• legal rights.

A refund request is not automatically granted merely because a dispute is submitted.

11. CHARGEBACKS

A customer may have independent rights through their financial institution or payment provider.

Nothing in this Policy removes legitimate chargeback rights.

Where appropriate, customers are encouraged to use FIA’s applicable resolution process before pursuing duplicate recovery.

Users must not knowingly:

• obtain an FIA refund and a duplicate chargeback for the same amount;

• file knowingly false chargebacks;

• fabricate evidence;

• falsely deny receiving properly fulfilled services; or

• otherwise manipulate payment disputes.

FIA may provide legitimate transaction evidence to a payment provider when responding to a chargeback.

12. DIRECT FIA SERVICE DISPUTES

Disputes involving services supplied directly by Innovara Marketing Inc. should be assessed against the applicable:

• proposal;

• order;

• service agreement;

• Statement of Work;

• deliverables;

• payment terms;

• applicable FIA policy; and

• actual work performed.

A service should not be judged against a commercial outcome that FIA never guaranteed.

For example, unless expressly guaranteed in writing, FIA does not automatically guarantee:

• rankings;

• traffic;

• leads;

• customer numbers;

• sales;

• revenue;

• profit;

• return on investment; or

• advertising-platform approval.

The absence of an unguaranteed commercial result does not automatically create a refund entitlement.

13. BILLING & INVOICE DISPUTES

Billing concerns may include:

• duplicate charges;

• incorrect invoice amounts;

• payments applied incorrectly;

• unauthorized FIA transactions;

• disputed deposits;

• disputed service charges; or

• other payment issues.

These matters are reviewed under the Payment, Billing, Refund & Payout Policy and applicable transaction terms.

FIA may correct legitimate errors through:

• revised invoice;

• refund;

• credit;

• payment reallocation;

• account correction; or

• another appropriate adjustment.

14. BUSINESS STORY DISPUTES

Business Story disputes are governed by the Business Story Service Terms.

Where applicable, editorial and media permissions are also governed by the Business Story Editorial Consent & Media Release.

FIA may distinguish between:

• factual errors; and

• editorial preferences.

A factual correction request may be reviewed differently from a request to rewrite accurate editorial content solely because a participant later prefers different wording.

Payment for a Business Story does not purchase false statements, guaranteed positive coverage, review manipulation or guaranteed business results.

15. REVIEW & RATINGS DISPUTES

Review disputes are governed by the Reviews & Ratings Policy.

FIA does not automatically remove a review because:

• it is negative;

• the business disagrees with it;

• the reviewer and business remember events differently; or

• removal would benefit the business.

FIA may review complaints involving:

• fabricated reviews;

• conflicts of interest;

• prohibited incentives;

• impersonation;

• harassment;

• irrelevant content;

• review manipulation; or

• another applicable policy violation.

Businesses may be asked to provide evidence supporting a review challenge.

16. BUSINESS LISTING DISPUTES

Complaints involving business listings may include:

• incorrect business information;

• duplicate listings;

• ownership disagreements;

• unauthorized edits;

• misleading information;

• business closure;

• location issues; or

• misuse of another business’s identity.

Listing information is subject to the Listing Terms & Accuracy Declaration.

FIA may:

• request supporting information;

• update information;

• temporarily restrict edits;

• combine or separate listings where appropriate;

• restore accurate information; or

• take no action where the evidence does not support a change.

17. CLAIM & OWNERSHIP DISPUTES

Where more than one person claims authority over a business profile, FIA may request additional evidence.

Relevant evidence may include:

• business email access;

• registration information;

• ownership information;

• corporate authority;

• employment or authorization evidence;

• business contact information; or

• another reasonable indicator of authority.

FIA may temporarily limit profile-management access while authority is reviewed.

Claim disputes are also governed by the Claim & Ownership Verification Declaration.

A profile claim does not determine legal ownership of the underlying business.

18. VERIFICATION DISPUTES

Verification matters are governed by FIA’s Business Verification Standards.

A business may request review where it believes:

• verification information is incorrect;

• relevant evidence was overlooked;

• its status should be reconsidered; or

• a verification decision was based on outdated information.

FIA may require additional or updated evidence.

Verification decisions do not replace the authority of:

• licensing bodies;

• professional regulators;

• insurers;

• government registries; or

• courts.

Higher-risk categories may also be subject to the High-Risk Category Addendum and Insurance Declaration & Acknowledgement.

19. AFFILIATE DISPUTES

Affiliate disputes may involve:

• attribution;

• qualifying transactions;

• commissions;

• tracking;

• refunds;

• reversals;

• promotional compliance;

• program suspension; or

• suspected manipulation.

Affiliate disputes are governed primarily by the Affiliate Program Terms & Conditions.

Tracking and attribution matters are further explained in the Affiliate Tracking & Attribution Disclosure.

Promotional conduct is governed by the Affiliate Promotion & Disclosure Guidelines.

Affiliate commission may be affected by:

• refunds;

• chargebacks;

• fraudulent transactions;

• invalid attribution;

• cancellation; or

• another applicable Affiliate rule.

20. MARKETPLACE AFFILIATE DISPUTES

Where an Affiliate referred a Marketplace purchase, the Affiliate does not become the Seller solely because of that referral.

The Marketplace Affiliate Sales Disclosure explains the distinction between:

• Buyer;

• Seller;

• Affiliate; and

• FIA.

Buyer disputes are resolved based on the Marketplace transaction rather than whether an Affiliate may receive commission.

A cancellation, refund or chargeback may separately affect Affiliate commission eligibility.

21. SERVICE PARTNER DISPUTES

Service Partner matters may be governed by:

• the Service Partner Application Acknowledgement;

• the applicable private Service Partner agreement; and

• the actual role FIA played in the relationship.

An independent Service Partner is generally responsible for the specialist service it provides unless a written agreement states otherwise.

FIA may review complaints concerning:

• misuse of FIA;

• referral conduct;

• Platform-policy violations;

• unauthorized representations;

• lead administration; or

• another matter within FIA’s control.

Pure service-performance disputes involving an independent Service Partner may need to be addressed directly with that Service Partner, subject to the applicable FIA arrangement.

22. PRIVACY COMPLAINTS

Privacy complaints are governed by FIA’s Privacy Policy.

Privacy complaints may concern matters such as:

• collection;

• consent;

• use;

• disclosure;

• access;

• correction;

• security;

• retention; or

• other handling of personal information.

Privacy concerns should be directed through the Policy, Privacy & Legal Enquiry process or to:

privacyandterms@finditall.ca

FIA may need to verify the complainant’s identity before disclosing personal information.

Privacy complaints may also carry external rights under applicable privacy law.

23. COPYRIGHT & INTELLECTUAL-PROPERTY DISPUTES

Intellectual-property complaints are governed by FIA’s Copyright & Intellectual Property Policy.

A complaint should provide enough information to allow FIA to identify:

• the protected material;

• the allegedly infringing material;

• where it appears on FIA;

• the complainant’s interest in the work; and

• relevant supporting information.

FIA may restrict material while a legitimate intellectual-property issue is reviewed where appropriate.

FIA does not determine complex ownership disputes beyond what is reasonably necessary to administer the Platform.

24. ACCEPTABLE USE & COMMUNITY DISPUTES

Complaints involving Platform behaviour may be assessed under FIA’s Acceptable Use Policy and Community Guidelines.

These may involve:

• harassment;

• spam;

• impersonation;

• prohibited commercial activity;

• malicious activity;

• abuse;

• fraud;

• deceptive promotion;

• Platform manipulation; or

• prohibited content.

The appropriate action depends on:

• severity;

• context;

• history;

• evidence;

• potential harm; and

• proportionality.

25. HOW TO SUBMIT A COMPLAINT

A complaint should provide enough information for FIA to understand the issue.

Where available, include:

• name;

• contact information;

• relevant account;

• business name;

• order number;

• invoice number;

• Marketplace transaction;

• listing URL;

• review;

• Affiliate reference;

• Service Partner reference;

• description of the problem;

• relevant dates;

• supporting evidence; and

• the resolution being requested.

Providing clear information may help FIA review the matter more efficiently.

26. EVIDENCE

FIA may request relevant evidence from any affected party.

Evidence may include:

• order records;

• invoices;

• transaction records;

• messages;

• emails;

• photographs;

• video;

• files;

• service deliverables;

• appointment records;

• fulfilment records;

• payment records;

• business documents;

• verification evidence;

• screenshots;

• technical records; or

• other information reasonably relevant to the matter.

Evidence should be truthful and unaltered except for reasonable redaction of unrelated sensitive information.

Submitting fabricated or manipulated evidence may itself violate FIA policy.

27. PROTECTING SENSITIVE INFORMATION

Users should avoid submitting sensitive information unrelated to the complaint.

Where appropriate, individuals should redact unnecessary:

• financial account numbers;

• identification numbers;

• passwords;

• medical information;

• unrelated personal information; or

• other sensitive information.

FIA may limit disclosure of information that is:

• private;

• confidential;

• legally privileged;

• commercially sensitive;

• security-sensitive;

• fraud-detection information; or

• information relating to another person’s privacy.

A party to a complaint is not automatically entitled to receive every internal FIA record relating to the matter.

28. FIA’S REVIEW PROCESS

Depending on the complaint, FIA may:

1. identify the applicable FIA policy or agreement;

2. review Platform or transaction records;

3. request additional information;

4. contact another affected party;

5. review available evidence;

6. assess whether corrective action is appropriate;

7. determine an FIA Platform or transaction outcome; and

8. communicate an appropriate result.

Not every complaint requires every step.

FIA may use a more streamlined process for simple matters and a more detailed review for significant disputes.

29. RESPONSE TIMES

FIA aims to acknowledge and address complaints within a reasonable period based on the nature and complexity of the matter.

Some matters may require additional time because they involve:

• multiple parties;

• substantial evidence;

• payment providers;

• external service providers;

• fraud review;

• professional regulators;

• legal requirements;

• privacy requests; or

• other complex issues.

FIA does not guarantee a single fixed resolution period for every complaint.

Where applicable law establishes a required response period, FIA will apply the legally required timeline.

30. INTERIM ACTION

FIA may take temporary action while a serious matter is reviewed.

Depending on the circumstances, this may include:

• restricting account access;

• restricting a Marketplace listing;

• pausing publication;

• temporarily restricting a review;

• pausing a Seller payout where contractually permitted;

• requiring reverification;

• restricting profile-management access;

• preserving relevant records; or

• temporarily limiting another Platform function.

Temporary action does not necessarily mean FIA has made a final determination against the affected party.

31. POSSIBLE OUTCOMES

Depending on the complaint, possible outcomes may include:

• clarification;

• no action;

• correction of information;

• content update;

• content removal;

• content restoration;

• profile correction;

• verification update;

• required reverification;

• account warning;

• restriction;

• suspension;

• termination;

• invoice correction;

• continued service;

• service correction;

• rescheduling;

• credit;

• partial refund;

• full refund;

• transaction adjustment;

• Seller review;

• Affiliate adjustment;

• referral to another process; or

• another reasonable action available under the applicable FIA policy or agreement.

FIA does not guarantee that the outcome requested by the complainant will be granted.

32. REASONS & COMMUNICATION OF OUTCOMES

Where appropriate, FIA may provide an affected party with information explaining the outcome.

FIA may limit details where disclosure would:

• compromise another person’s privacy;

• reveal confidential business information;

• expose fraud-detection methods;

• compromise Platform security;

• interfere with an investigation;

• breach legal obligations; or

• disclose legally privileged information.

The absence of complete internal details does not necessarily mean no review occurred.

33. RECONSIDERATION & APPEALS

Where an appeal or reconsideration route is appropriate, a person materially affected by an FIA decision may request review.

A reconsideration request should explain:

• the decision being challenged;

• why the decision may be incorrect;

• any materially new information;

• evidence that was overlooked; or

• another reasonable basis for review.

FIA may uphold, modify or reverse an earlier decision.

Repeated appeals that provide no materially new information may be limited.

An internal appeal does not remove external rights that cannot lawfully be waived.

34. FRAUDULENT OR ABUSIVE COMPLAINTS

FIA’s complaint processes must not be used for:

• harassment;

• extortion;

• retaliation;

• knowingly false allegations;

• fabricated evidence;

• repeated bad-faith disputes;

• obtaining duplicate refunds;

• manipulating reviews;

• manipulating Seller performance;

• disrupting another business without legitimate basis; or

• another abusive purpose.

This section does not discourage legitimate complaints.

A complaint made in good faith is not considered abusive merely because FIA ultimately does not agree with it.

35. NO RETALIATION FOR GOOD-FAITH COMPLAINTS

FIA does not permit retaliation merely because a person:

• makes a legitimate complaint;

• reports a suspected policy violation;

• raises a privacy concern;

• disputes a Marketplace transaction;

• reports suspected fraud; or

• exercises a lawful right.

This does not prevent FIA from taking action where the complainant separately violates FIA policies.

36. REGULATED & PROFESSIONAL SERVICES

Some FIA businesses and Marketplace Sellers may provide regulated or professional services.

FIA’s complaint process does not replace the authority of an applicable:

• professional college;

• regulatory body;

• licensing authority;

• insurer;

• government body; or

• other external authority.

Where appropriate, a customer may also have the option to raise a concern directly with the relevant regulator.

FIA verification is not a substitute for regulatory oversight.

37. EXTERNAL RIGHTS

FIA encourages reasonable internal resolution where appropriate.

However, FIA’s complaint process does not require anyone to surrender rights that cannot lawfully be waived.

Depending on the matter, external rights or processes may be available through:

• a financial institution;

• payment provider;

• consumer-protection authority;

• privacy regulator;

• professional regulator;

• law-enforcement authority;

• court;

• tribunal; or

• another legally available process.

Using FIA’s internal complaint process does not automatically prevent use of an external remedy.

38. PRIVACY COMPLAINTS & EXTERNAL RECOURSE

Individuals with privacy concerns are encouraged to first raise the matter with FIA through the Policy, Privacy & Legal Enquiry process.

Where applicable, individuals may also have the right to raise unresolved privacy concerns with the appropriate privacy regulator.

Nothing in this Policy limits rights available under applicable privacy law.

39. CONSUMER RIGHTS

Marketplace and direct FIA purchase disputes remain subject to applicable consumer-protection laws.

Nothing in FIA’s:

• Terms of Service;

• Marketplace Purchase Terms;

• refund policies;

• Seller terms;

• dispute processes; or

• other contractual documents

removes consumer rights that cannot lawfully be waived.

Where a mandatory legal right conflicts with FIA policy, the mandatory legal requirement applies to the extent of that conflict.

40. NO MANDATORY PRIVATE ARBITRATION CREATED BY THIS POLICY

This Policy does not, by itself, require users to submit every dispute to binding private arbitration.

FIA and another party may voluntarily agree to:

• negotiation;

• mediation;

• another alternative dispute-resolution process; or

• another lawful mechanism

where appropriate.

Any separate binding dispute-resolution arrangement must arise from an applicable enforceable agreement and remain subject to mandatory law.

41. GOVERNING LAW

Unless mandatory law requires otherwise, FIA’s public Platform policies are governed by the laws of Ontario and the federal laws of Canada applicable in Ontario.

This provision does not eliminate jurisdictional or consumer rights that cannot lawfully be waived.

42. COMPLAINT RECORDS

FIA may retain complaint and dispute records where reasonably necessary for:

• complaint administration;

• Marketplace transactions;

• account management;

• fraud prevention;

• Seller administration;

• Affiliate administration;

• payment disputes;

• chargebacks;

• security;

• consistency of enforcement;

• legal obligations; or

• legitimate business recordkeeping.

Personal information associated with complaint records is handled in accordance with FIA’s Privacy Policy.

43. CHANGES TO THIS POLICY

FIA may update this Policy to reflect changes in:

• Platform functionality;

• Marketplace operations;

• dispute procedures;

• FIA programs;

• legal requirements;

• privacy requirements;

• payment practices;

• security; or

• business operations.

The published Policy will identify the current version and effective date.

Changes do not remove rights relating to disputes or transactions that arose under mandatory law or applicable agreed terms.

44. RELATED FIA DOCUMENTS

Marketplace

Marketplace Purchase Terms

Marketplace Buyer Protection & Resolution Policy

Marketplace Order, Fulfilment, Cancellation & Refund Standard

Marketplace Seller Standards

Seller Onboarding Centre

Marketplace Affiliate Sales Disclosure

Payments

Payment, Billing, Refund & Payout Policy

Reviews, Listings & Verification

Reviews & Ratings Policy

Listing Terms & Accuracy Declaration

Claim & Ownership Verification Declaration

Business Verification Standards

High-Risk Category Addendum

Insurance Declaration & Acknowledgement

Privacy, Content & Platform

Privacy Policy

Copyright & Intellectual Property Policy

Acceptable Use Policy

Community Guidelines

Understanding Our Role

Terms of Service

Affiliates & Programs

Affiliate Program Terms & Conditions

Affiliate Promotion & Disclosure Guidelines

Affiliate Tracking & Attribution Disclosure

Service Partner Application Acknowledgement

Business Story Service Terms

Business Story Editorial Consent & Media Release

Help & Reporting

Policy, Privacy & Legal Enquiry

Report a Concern or Abuse

Trust Centre

45. CONTACT FIND IT ALL

General Complaints & Enquiries

Email:
info@finditall.ca

Phone:
+1 437 484 2532

Privacy, Policy & Legal Enquiries

Email:
privacyandterms@finditall.ca

Policy, Privacy & Legal Enquiry

Serious Fraud, Impersonation, Security or Platform Abuse

Report a Concern or Abuse

Legal Operator:
Innovara Marketing Inc.
Toronto, Ontario, Canada

Brand: Find It All (FIA)

Discover. Connect. Grow.

© 2026 Innovara Marketing Inc. Find It All (FIA). All rights reserved.