Find It All (FIA)

A Brand under Innovara Marketing Inc.
Designed By Adrian
Dated: 30th September 2026

DISPUTE RESOLUTION & COMPLAINTS POLICY

Document ID: FIA-POL-010
Version: 1.0
Status: ACTIVE — Company-Approved Publication Version
Classification: PUBLIC
Effective Date: 30th September 2026
Last Updated: 30th September 2026
Legal Operator: Innovara Marketing Inc.
Brand: Find It All (FIA)

1. Purpose

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

It is intended to provide a practical process for resolving matters relating to:

• FIA accounts;

• business listings;

• claims;

• verification;

• reviews;

• content;

• billing;

• refunds;

• direct FIA services;

• Business Stories;

• Affiliates;

• FIA Service Partners;

• Platform enforcement;

• privacy-related routing; and

• other FIA activities.

The process is intended to encourage efficient and good-faith resolution while preserving legal rights that cannot lawfully be waived.

2. Who Operates FIA

Find It All (FIA) is a brand under Innovara Marketing Inc.

Innovara Marketing Inc. owns, operates and manages FIA.

Where this Policy refers to “FIA,” “Find It All,” “we,” “us” or “our,” it refers to Innovara Marketing Inc. operating the FIA brand unless the context clearly identifies another party.

3. This Policy Does Not Replace Other Applicable Terms

Some disputes are governed by additional terms.

Depending on the matter, this Policy should be read together with:

• Terms of Service;

• Privacy Policy;

• Acceptable Use Policy;

• Community Guidelines;

• Reviews & Ratings Policy;

• Business Verification Standards;

• Payment, Billing, Refund & Payout Policy;

• Business Story Service Terms;

• Affiliate Program Terms;

• FIA Service Partner Agreement;

• Master Services Agreement;

• Statement of Work;

• service-specific terms; and

• other applicable agreements.

A service-specific agreement may establish additional dispute procedures.

FIRST DETERMINE WHO THE DISPUTE IS WITH

4. Disputes With FIA

This Policy may apply where the dispute concerns Innovara Marketing Inc. or FIA directly.

Examples include:

• FIA billing;

• an FIA subscription;

• a direct FIA service;

• account restrictions;

• FIA verification;

• business-profile control;

• FIA moderation;

• Business Story services;

• Affiliate administration;

• FIA Service Partner administration; or

• another FIA decision.

5. Disputes With Independent Businesses

A business appearing in the FIA Directory is generally an independent business.

If your dispute concerns an independent business’s:

• products;

• services;

• pricing;

• quotation;

• fulfilment;

• warranty;

• cancellation;

• customer service;

• refund; or

• professional conduct,

you should ordinarily contact that business first.

FIA does not automatically become responsible for an independent business’s contractual obligations simply because the business appears on FIA.

6. When FIA May Still Become Involved

Even where the underlying transaction is with an independent business, FIA may review matters involving FIA itself, including:

• fake listings;

• impersonation;

• unauthorized business claims;

• verification misuse;

• fake reviews;

• prohibited content;

• harassment;

• FIA policy violations;

• fraud affecting FIA;

• misuse of FIA badges; or

• another Platform-integrity concern.

These issues may be routed through Report a Concern / Abuse rather than an ordinary commercial complaint.

7. FIA Service Partner Disputes

Where an independent FIA Service Partner provides a specialist service, the applicable Service Partner arrangement should identify responsibility for that service.

A complaint may involve:

• the Service Partner;

• FIA; or

• both,

depending on the specific issue.

FIA may review whether the Service Partner complied with FIA program requirements even where FIA is not the direct provider of the disputed specialist service.

COMPLAINT PRINCIPLES

8. Good-Faith Resolution

FIA encourages parties to attempt to resolve disputes:

• honestly;

• respectfully;

• promptly;

• proportionately; and

• using relevant evidence.

Threats, harassment, fabricated evidence or abusive pressure are not acceptable dispute-resolution methods.

9. Fair Review

Where FIA reviews a complaint, FIA aims to consider relevant information from the affected parties where reasonably appropriate.

FIA does not guarantee that every complaint will result in the outcome requested by the complainant.

10. Proportionality

FIA may handle matters differently depending on:

• seriousness;

• urgency;

• value;

• risk;

• evidence;

• privacy implications;

• safety concerns;

• contractual obligations; and

• applicable law.

A minor listing correction does not require the same process as suspected fraud or a substantial contractual dispute.

11. No Retaliation for Legitimate Complaints

FIA will not intentionally penalize a person merely because they make a legitimate complaint or exercise a lawful consumer or privacy right.

This does not prevent FIA from taking action against:

• abusive conduct;

• fraudulent complaints;

• knowingly false reports;

• harassment;

• threats; or

• misuse of complaint systems.

STEP 1 — CONTACT THE APPROPRIATE PARTY

12. Contact the Business First Where Appropriate

For ordinary disputes about an independent business’s product or service, users should normally contact the business directly first.

This may allow matters such as:

• incorrect orders;

• missed appointments;

• service concerns;

• warranty issues;

• delivery issues;

• refund requests; or

• billing misunderstandings

to be resolved quickly.

13. Contact FIA Directly for FIA Matters

If the issue concerns FIA directly, submit the complaint through the relevant FIA contact route.

Where available, include:

• your name;

• email;

• business name if applicable;

• account email;

• invoice/order/reference number;

• relevant business-profile URL;

• dates;

• description of the problem;

• requested resolution; and

• supporting information.

STEP 2 — FIA INTAKE AND ROUTING

14. Complaint Intake

After receiving a complaint, FIA may:

• acknowledge receipt;

• create a reference number;

• classify the issue;

• route it to the appropriate internal function;

• request clarification; or

• redirect the complainant to a more appropriate process.

15. Possible Complaint Categories

FIA may classify complaints as relating to:

• account access;

• business listing;

• business ownership claim;

• verification;

• reviews;

• community content;

• privacy;

• billing;

• refund;

• subscription;

• direct FIA service;

• Business Story;

• Affiliate;

• Service Partner;

• intellectual property;

• accessibility;

• Platform abuse;

• security; or

• another matter.

16. Wrong Process

Some matters should use a specialized process.

For example:

Privacy matter
→ Privacy process / Privacy Officer

Copyright complaint
→ Copyright & Intellectual Property process

Fraud or impersonation
→ Report a Concern / Abuse

Review dispute
→ Reviews & Ratings process

Billing correction
→ Payment / Billing process

Emergency
→ Appropriate emergency service

FIA may redirect a complaint accordingly.

STEP 3 — INFORMATION AND EVIDENCE

17. Information FIA May Request

Depending on the complaint, FIA may request information reasonably necessary to assess it.

This may include:

• invoice;

• order;

• contract;

• relevant communication;

• screenshot;

• review;

• profile URL;

• payment confirmation;

• correspondence;

• authorization evidence;

• timeline; or

• other relevant material.

18. Provide Only Relevant Information

Complainants should avoid sending unnecessary sensitive information.

Do not submit through an ordinary complaint form:

• passwords;

• full payment-card numbers;

• CVV/security codes;

• unrelated identification documents;

• unrelated medical information; or

• other unnecessary sensitive information.

Where identity verification is genuinely required, FIA may use an appropriate separate process.

19. Accurate Information

Information submitted during a complaint should be accurate to the best of the submitter’s knowledge.

Do not:

• fabricate screenshots;

• alter invoices;

• forge documents;

• falsify conversations;

• impersonate another person; or

• knowingly provide misleading evidence.

20. Missing Information

If FIA cannot reasonably assess a complaint because necessary information is missing, FIA may:

• request additional information;

• place the complaint on hold; or

• close the complaint until sufficient information is provided.

Closure for insufficient information does not necessarily prevent a new submission containing materially relevant evidence.

STEP 4 — REVIEW

21. FIA Review

Depending on the matter, FIA may review:

• account records;

• Platform activity;

• relevant policies;

• payment records;

• listing records;

• claim records;

• verification evidence;

• moderation history;

• correspondence;

• service agreements;

• submitted evidence; or

• other relevant information lawfully available to FIA.

22. Other Party’s Response

Where fairness and circumstances warrant it, FIA may give another affected party an opportunity to respond.

For example, FIA may request information from:

• a business;

• reviewer;

• claimant;

• Affiliate;

• Service Partner; or

• account holder.

23. Privacy During Complaints

FIA will not automatically provide each party with every piece of information submitted by another party.

Information may be withheld or redacted where necessary to protect:

• privacy;

• security;

• fraud prevention;

• confidential information;

• legal privilege;

• another person’s rights; or

• an investigation.

STEP 5 — POSSIBLE RESOLUTION

24. Resolution Options

Depending on the matter and FIA’s authority, possible outcomes may include:

• clarification;

• correction;

• profile update;

• account restoration;

• warning;

• content removal;

• content restoration;

• verification review;

• verification removal;

• review moderation;

• invoice correction;

• refund;

• account credit;

• service correction;

• additional work;

• project adjustment;

• feature restriction;

• suspension;

• termination;

• referral to another process; or

• no action where FIA does not identify a policy or contractual basis for action.

25. FIA Cannot Grant Every Requested Remedy

The complainant’s requested solution is relevant but is not automatically binding on FIA.

For example, a business cannot automatically require FIA to remove a genuine negative review merely because the business requests deletion.

Similarly, a customer cannot automatically obtain a full refund where the applicable agreement and law do not provide one.

26. Written Outcome

For material complaints, FIA may provide a written explanation of the outcome where reasonably appropriate.

The level of detail may be limited where necessary to protect:

• another person’s privacy;

• fraud controls;

• confidential information;

• legal privilege;

• Platform security; or

• other legitimate interests.

INTERNAL REVIEW / APPEAL

27. Requesting Reconsideration

Where reasonably appropriate, a person may ask FIA to reconsider a material decision if they believe:

• relevant evidence was overlooked;

• information was misunderstood;

• a policy was applied incorrectly; or

• materially new evidence is available.

28. What an Appeal Should Include

A request for reconsideration should identify:

• the original complaint/reference;

• decision being challenged;

• reason for disagreement;

• relevant new evidence; and

• requested outcome.

29. Repetitive Appeals

FIA may limit repeated appeal requests where:

• the matter has already received appropriate review; and

• no materially new evidence or argument is provided.

This does not prevent submission of genuinely new information.

BILLING AND REFUND DISPUTES

30. Billing Complaints

If you believe FIA charged you incorrectly, provide enough information to identify:

• invoice;

• order;

• payment;

• amount;

• date; and

• reason for dispute.

FIA will review the matter under the Payment, Billing, Refund & Payout Policy and any applicable service terms.

31. Refund Disputes

Refund eligibility depends on:

• applicable purchase terms;

• service stage;

• completed work;

• third-party expenses;

• transaction circumstances; and

• mandatory law.

Submitting a complaint does not automatically create a refund entitlement.

32. Chargebacks

Customers retain legitimate chargeback or payment-dispute rights available through:

• their card issuer;

• payment provider; or

• applicable law.

FIA encourages customers to raise billing errors with FIA first where practical, but doing so is not a waiver of a lawful chargeback or statutory right.

DIRECT FIA SERVICE DISPUTES

33. Scope Disputes

Where a dispute concerns a direct FIA/Innovara service, FIA may review:

• proposal;

• order;

• Master Services Agreement;

• Statement of Work;

• service schedule;

• deliverables;

• approvals;

• communications; and

• payment history.

The applicable service agreement controls the agreed scope.

34. Business Results

Unless expressly guaranteed in writing, a dispute about:

• rankings;

• traffic;

• leads;

• sales;

• revenue;

• advertising results;

• conversions; or

• return on investment

does not automatically establish that FIA breached the service agreement.

The question is whether Innovara Marketing Inc. provided the work or obligations it actually agreed to provide.

BUSINESS STORY DISPUTES

35. Editorial Disputes

Business Story complaints may involve matters such as:

• factual accuracy;

• approved materials;

• publication;

• edits;

• media rights;

• sponsorship disclosure; or

• agreed service scope.

These matters are also governed by FIA’s Business Story Service Terms and applicable editorial consent.

36. Factual Correction vs Editorial Preference

FIA should distinguish between:

• a factual error; and

• a disagreement with editorial wording or style.

Factual corrections should be considered appropriately.

A paid Business Story does not necessarily give the featured business unrestricted editorial control unless the applicable agreement says otherwise.

REVIEW DISPUTES

37. Review Complaints

Complaints about FIA reviews are governed primarily by the Reviews & Ratings Policy.

A business may challenge a review for reasons such as:

• fake experience;

• conflict of interest;

• wrong business;

• harassment;

• privacy violation;

• spam;

• extortion; or

• another policy breach.

38. Negative Reviews Are Not Automatically Disputes FIA Must Resolve

A negative review is not automatically removable merely because:

• the business disagrees;

• the business disputes the opinion;

• the reviewer is unhappy; or

• the review harms the business’s rating.

FIA may preserve lawful criticism where the review otherwise complies with FIA rules.

VERIFICATION AND CLAIM DISPUTES

39. Ownership and Claim Disputes

Where more than one person claims authority over a business profile, FIA may:

• temporarily restrict profile control;

• request evidence;

• contact existing representatives;

• review business-controlled channels;

• review appropriate public records; or

• take other reasonable steps.

FIA’s role is limited to deciding Platform control according to FIA’s process.

FIA does not act as a court resolving legal ownership of a corporation or partnership.

40. Verification Disputes

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

FIA may:

• confirm a status;

• request reverification;

• suspend a status;

• remove a status; or

• correct an error.

PRIVACY COMPLAINTS

41. Privacy Complaints

Privacy concerns should be routed to FIA’s Privacy Officer and handled according to the Privacy Policy.

Privacy complaints may include:

• access;

• correction;

• consent;

• unauthorized disclosure;

• verification information;

• retention;

• service-provider processing; or

• another privacy concern.

42. Regulatory Rights

Using FIA’s internal privacy process does not remove an individual’s right to contact an applicable privacy regulator where the law provides that right.

INTELLECTUAL-PROPERTY DISPUTES

43. Copyright and Trademark Complaints

Copyright, trademark and other intellectual-property complaints are governed by FIA’s Copyright & Intellectual Property Policy.

FIA may require information identifying:

• the protected work or mark;

• alleged infringement;

• complainant’s rights;

• relevant URL; and

• basis of the complaint.

AFFILIATE DISPUTES

44. Affiliate Complaints

Where FIA’s Affiliate Program is active, disputes may concern:

• attribution;

• qualifying referrals;

• commissions;

• exclusions;

• fraud controls;

• payout eligibility; or

• Affiliate conduct.

The applicable Affiliate Program Terms & Conditions control Affiliate eligibility and commission rules.

45. Tracking Does Not Guarantee Commission

A referral appearing in a tracking system does not necessarily establish a valid commission.

FIA may review matters such as:

• attribution rules;

• transaction eligibility;

• refunds;

• chargebacks;

• fraud;

• exclusions; and

• actual payment realization.

SERVICE PARTNER DISPUTES

46. Service Partner Program Complaints

Complaints involving an FIA Service Partner may concern:

• partner conduct;

• program standards;

• referral handling;

• misuse of FIA branding;

• service quality;

• contractual obligations; or

• professional requirements.

FIA may review the Service Partner’s continued participation independently from any customer claim against the Service Partner.

FUTURE MARKETPLACE DISPUTES

47. Marketplace Not Yet Activated by This Policy

Publication of this Policy does not mean FIA currently operates a transactional Marketplace dispute system.

Marketplace buyer/seller dispute procedures apply only after FIA activates the applicable Marketplace functions.

48. Future Marketplace Process

If activated, additional Marketplace dispute procedures may address matters such as:

• non-delivery;

• item not as described;

• cancellations;

• refunds;

• damaged goods;

• seller performance;

• Buyer Protection;

• payment disputes; and

• payout holds.

Those procedures will be governed by Marketplace-specific policies and transaction terms.

URGENT MATTERS

49. Emergencies

FIA is not an emergency-response service.

For an immediate threat to:

• life;

• physical safety;

• a child;

• property; or

• another urgent emergency,

contact the appropriate emergency or law-enforcement service.

Do not wait for an FIA complaint response.

50. Fraud, Impersonation and Security

Urgent concerns involving:

• active fraud;

• account compromise;

• impersonation;

• serious harassment;

• credible threats;

• malicious activity; or

• Platform security

should be submitted through the Report a Concern / Abuse process where available.

51. Court Orders and Legal Documents

Formal:

• court documents;

• subpoenas;

• statutory notices;

• legal demands; or

• other legally required service

should not be treated as properly served merely because they were submitted through FIA’s ordinary policy form, unless applicable law expressly permits that method.

Formal legal service should follow the legally applicable method.

INFORMAL RESOLUTION

52. FIA Encourages Resolution Before Formal Proceedings

Where appropriate, FIA encourages the parties to first attempt good-faith resolution through this complaint process.

This can often resolve:

• misunderstandings;

• billing errors;

• scope questions;

• account issues;

• factual corrections; or

• other operational concerns

without formal proceedings.

53. Internal Resolution Is Not a Mandatory Waiver

FIA’s complaint process is not intended to force a consumer to give up a statutory right or miss a legal deadline.

Users remain responsible for protecting any applicable limitation period or formal legal deadline.

MEDIATION AND ARBITRATION

54. Voluntary Alternative Dispute Resolution

After a dispute arises, FIA and another party may mutually agree to attempt:

• negotiation;

• mediation;

• arbitration; or

• another lawful dispute-resolution process

where appropriate.

Any such process should be established by agreement and applicable law.

55. Consumer Arbitration Rights

Nothing in this Policy requires an Ontario consumer to submit a dispute to pre-dispute mandatory arbitration where applicable consumer-protection law preserves the consumer’s right to bring the matter before a court.

Where applicable law gives a consumer a non-waivable right to a court proceeding or another remedy, that right remains available.

56. Business-to-Business Agreements

A separate commercial agreement between Innovara Marketing Inc. and a business may contain:

• negotiation;

• mediation;

• arbitration;

• court jurisdiction; or

• other dispute procedures.

Those provisions apply according to the agreement and applicable law.

COURTS AND GOVERNING LAW

57. Governing Law

Except where mandatory law requires otherwise, FIA’s general Platform relationship is governed by the laws of Ontario and the federal laws of Canada applicable in Ontario.

58. Consumers

A consumer may have mandatory rights under the law of:

• their province;

• territory; or

• other applicable jurisdiction.

Nothing in this Policy is intended to deprive a consumer of a right or remedy that cannot legally be waived.

59. Business Disputes

Subject to a different valid written agreement, business-to-business disputes involving Innovara Marketing Inc. may be brought before the appropriate courts in Ontario.

60. Small Claims Court

Where a dispute falls within the jurisdiction of Ontario’s Small Claims Court, a party may use that court where legally appropriate.

The applicable jurisdictional limit is determined by current Ontario law and may change.

COMPLAINT RECORDS

61. Recordkeeping

FIA may maintain complaint records reasonably necessary to:

• investigate;

• document decisions;

• track recurring issues;

• prevent fraud;

• administer accounts;

• defend legal rights;

• improve policies; or

• comply with law.

62. Privacy

Complaint information is handled according to FIA’s Privacy Policy.

Records may contain sensitive information and should be accessible only where reasonably necessary.

ABUSE OF THE COMPLAINT PROCESS

63. False Complaints

Users must not knowingly submit false complaints to:

• harass another person;

• damage a competitor;

• remove legitimate criticism;

• obtain private information;

• manipulate FIA; or

• create fraudulent refunds.

64. Threats and Harassment

Complaint processes must not be used to threaten FIA staff, businesses, reviewers or other users.

FIA may restrict abusive communications while preserving legitimate rights to complain or pursue legal remedies.

RESPONSE TIMING

65. Response Times

FIA aims to review complaints within a reasonable period appropriate to:

• complexity;

• urgency;

• available evidence;

• number of parties;

• applicable legal requirements; and

• operational circumstances.

Some matters may take longer where external information or investigation is necessary.

66. Legally Required Timelines

Where applicable law establishes a specific response deadline, FIA will follow the legally applicable deadline rather than relying solely on a general operational target.

CHANGES TO THIS POLICY

67. Updates

FIA may update this Policy to reflect:

• Platform changes;

• operational experience;

• Marketplace activation;

• legal developments;

• program changes; or

• improvements to complaint handling.

The current version will display the Last Updated date.

RELATED DOCUMENTS

68. Related FIA Policies

This Policy should be read with:

• Terms of Service;

• Privacy Policy;

• Acceptable Use Policy;

• Community Guidelines;

• Reviews & Ratings Policy;

• Business Verification Standards;

• Copyright & Intellectual Property Policy;

• Payment, Billing, Refund & Payout Policy;

• Report a Concern / Abuse; and

• applicable program or service agreements.

COMPLAINTS AND DISPUTE ENQUIRIES

69. Submitting a Complaint

For ordinary complaints and disputes involving FIA, use the FIA Policy, Privacy & Legal Enquiry Form.

Select:

Policy / Document: Dispute Resolution & Complaints Policy — FIA-POL-010

Suggested enquiry types include:

• General Complaint;

• Billing Dispute;

• Refund Dispute;

• FIA Service Complaint;

• Business Listing Dispute;

• Verification Dispute;

• Business Claim Dispute;

• Review Dispute;

• Business Story Complaint;

• Affiliate Dispute;

• Service Partner Complaint;

• Account Enforcement Appeal; or

• Other Dispute.

Where relevant, include:

• your name;

• business name;

• account email;

• order/invoice/reference number;

• affected profile or page;

• relevant dates;

• description of the issue;

• previous attempts to resolve it;

• requested resolution; and

• supporting information.

Please do not submit passwords, full payment-card information or unnecessary sensitive personal information.

For suspected active fraud, impersonation, threats, serious abuse or Platform security issues, use Report a Concern / Abuse.

Policy Contact: privacyandterms@finditall.ca
Legal Operator: Innovara Marketing Inc., Toronto, Ontario, Canada
General FIA Contact: info@finditall.ca | +1 437 484 2532