Marketplace Buyer Protection & Resolution Policy
Find It All (FIA)
A Brand Owned & Operated by Innovara Marketing Inc.
Document Reference: FIA-MKT-PUB-003
Classification: PUBLIC — MARKETPLACE BUYER PROTECTION & RESOLUTION 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 Marketplace, Trust & Platform Operations
1. Purpose
This Marketplace Buyer Protection & Resolution Policy explains how Find It All responds to eligible Marketplace transaction concerns involving products, services and digital deliverables purchased through FIA.
The Policy is intended to establish a fair and practical framework for:
reporting Marketplace problems;
giving Sellers an opportunity to respond;
reviewing relevant evidence;
resolving eligible delivery and fulfilment issues;
considering cancellation and refund requests;
addressing materially misrepresented offerings;
addressing wrong, damaged, incomplete or missing goods;
handling qualifying service or digital-deliverable concerns;
addressing suspected fraud or unauthorized payment;
coordinating transaction adjustments where appropriate; and
preserving rights that cannot legally be waived.
FIA’s Buyer Protection process is a Marketplace resolution process. It is not insurance and does not guarantee that every complaint will result in a refund.
2. Legal Operator
Find It All, or FIA, is owned, operated and managed by Innovara Marketing Inc.
Marketplace offers may be supplied by:
Innovara Marketing Inc., acting as an identified first-party Marketplace Vendor; or
approved independent Marketplace Sellers or Vendors.
The Seller or provider applicable to a transaction should be identified in the relevant Marketplace offer, order or checkout information.
For more information, review Understanding Our Role.
3. Who This Policy Applies To
This Policy generally applies to eligible Marketplace transactions completed through FIA.
It may apply to transactions involving:
physical goods;
services;
digital deliverables; and
other approved Marketplace offerings.
Different categories, products or services may have additional requirements.
Where a transaction is governed by mandatory law providing greater Buyer protection, those legal rights continue to apply.
4. Related Marketplace Documents
Buyers should also review, where applicable:
These documents address different parts of the FIA Marketplace relationship and should be read together where relevant.
PART I — WHAT FIA BUYER PROTECTION MEANS
5. Marketplace Resolution Framework
FIA Buyer Protection provides an administrative process for reviewing eligible Marketplace transaction concerns.
Depending on the circumstances, FIA may:
obtain information from the Buyer;
obtain information from the Seller;
review transaction records;
review fulfilment evidence;
review communications;
request additional documentation;
facilitate communication;
determine whether a Marketplace remedy is appropriate; and
administer or facilitate an applicable transaction adjustment.
The appropriate outcome depends on the facts of the particular transaction.
6. Buyer Protection Is Not a Guarantee
FIA does not guarantee that:
every complaint will succeed;
every Buyer will receive a refund;
every dispute will be resolved in the Buyer’s favour;
every Seller dispute will be resolved in the Seller’s favour;
every payment dispute will be controlled by FIA;
every Seller will remain active on FIA; or
FIA can reverse a decision independently made by a bank, card issuer or payment provider.
FIA will assess Marketplace issues using the information reasonably available and the rules applicable to the transaction.
7. Buyer Protection Does Not Replace Legal Rights
The FIA Buyer Protection process is additional to legal rights that may apply.
Nothing in this Policy is intended to:
remove a statutory cancellation right;
waive a non-waivable consumer protection;
eliminate an applicable warranty;
prevent a valid fraud claim;
prevent a valid unauthorized-payment claim; or
limit another right that applicable law does not permit to be waived.
PART II — IDENTIFYING THE SELLER
8. Independent Marketplace Sellers
Where an independent Vendor is identified as the Seller, that business remains responsible for the products or services it supplies.
Independent Sellers are separate businesses from Innovara Marketing Inc.
FIA may administer Marketplace processes without becoming the underlying provider of every third-party offer.
9. Innovara Marketplace Vendor
Innovara Marketing Inc. may also sell products or services directly through FIA.
Where Innovara is identified as the provider, Innovara is the first-party Seller for that particular offering.
FIA therefore does not use a blanket rule that Innovara can never be a party to a Marketplace transaction.
10. Affiliates Are Not Sellers
A person who referred a Buyer through FIA’s Affiliate program does not become the Seller merely because the referral generated a purchase.
The Seller identified for the offer remains responsible for the underlying product or service.
Buyer remedies are not determined by whether an Affiliate earned or may earn commission.
PART III — BEFORE PURCHASE
11. Marketplace Offer Information
Before purchasing, Buyers should review the information displayed for the relevant offer, including where applicable:
Seller/provider;
product or service description;
scope;
quantity;
specifications;
exclusions;
price;
discounts;
taxes;
mandatory charges;
total;
delivery or fulfilment method;
estimated timing;
cancellation information;
refund conditions;
warranty information; and
other material restrictions.
Buyers should raise questions about material uncertainties before purchasing where practical.
12. Pricing Transparency
FIA Marketplace Sellers must not use hidden mandatory charges to make the advertised price unattainable.
Applicable sales taxes or other legally permitted charges may be presented as appropriate.
FIA’s standard Marketplace Vendor fee and any Vendor Affiliate Campaign Fee are Seller-side commercial charges and must not be converted into undisclosed mandatory Buyer surcharges.
13. Opportunity to Review the Transaction
Where applicable to the Marketplace checkout process, Buyers should be given the opportunity to review transaction information before completing the purchase.
Marketplace implementation may record information such as:
Buyer;
Seller/provider;
offer;
scope;
price;
discounts;
taxes;
mandatory charges;
total;
currency;
fulfilment information;
cancellation/refund information;
accepted terms and versions;
timestamp; and
order identifier.
PART IV — ORDINARY BUYER ISSUE WINDOWS
14. Purpose of the Issue Windows
FIA uses ordinary Marketplace issue windows to encourage prompt reporting and efficient resolution of transaction problems.
These periods are FIA administrative Marketplace windows.
They are not absolute legal deadlines where applicable law, fraud, non-delivery, warranty rights or other circumstances require a later issue to be considered.
15. Services and Digital Deliverables
For completed services and digital deliverables, the ordinary FIA Marketplace problem or refund-request window is:
7 calendar days
from confirmed completion or delivery.
16. Physical Goods
For physical goods, the ordinary FIA Marketplace problem or refund-request window is:
14 calendar days
from confirmed delivery.
17. Wrong, Damaged or Missing Goods
If a physical item is:
incorrect;
visibly damaged;
materially incomplete; or
missing,
the Buyer should report the issue promptly.
Where the problem is reasonably discoverable at or shortly after delivery, it should ordinarily be reported within:
7 calendar days
from confirmed delivery.
18. Issues Discovered Later
An issue may still require consideration outside an ordinary FIA window where circumstances include:
fraud;
unauthorized payment;
non-delivery;
a latent defect not reasonably discoverable earlier;
an applicable warranty;
a mandatory statutory cancellation right;
a mandatory consumer protection right; or
another non-waivable legal right.
FIA will not apply the ordinary issue windows as though they automatically eliminate such rights.
PART V — ISSUES THAT MAY BE REVIEWED
19. Non-Delivery
Buyer Protection may review claims that an ordered product or service was not delivered or provided as required.
Relevant information may include:
shipment tracking;
delivery confirmation;
appointment records;
digital delivery records;
Buyer communications;
Seller communications; and
other available fulfilment evidence.
20. Wrong Product
Where a Buyer receives a materially different product from the one ordered, FIA may review the issue and determine the appropriate Marketplace resolution.
The Buyer may be asked to provide:
photographs;
packaging information;
order information;
product identifiers; or
other reasonable evidence.
21. Damaged Product
Damage that materially affects a product’s condition, safety or intended use may be eligible for review.
FIA may consider:
the condition at delivery;
packaging;
carrier information;
photographs;
Seller response;
whether damage was disclosed before purchase; and
whether damage occurred after delivery.
22. Missing Components
Where an order is delivered without a material item or component that formed part of the agreed purchase, the Buyer may request review.
A suitable resolution may include, depending on the circumstances:
supplying the missing item;
replacement;
partial refund;
full refund; or
another appropriate solution.
23. Materially Misdescribed Goods
Buyer Protection may review a claim where goods materially fail to correspond with important representations made in the Marketplace offer.
Minor differences that do not materially change the product may be treated differently from significant misrepresentation.
24. Service Not Provided
Where a paid service is not performed, FIA may review matters such as:
agreed scope;
appointment records;
cancellation;
service-provider communications;
Buyer communications;
work records; and
payment status.
25. Material Service Deficiency
A completed service may be reviewed where the Buyer alleges that it materially failed to match the agreed Marketplace scope.
FIA may distinguish between:
a material failure to provide the agreed service; and
subjective dissatisfaction where the service was substantially performed as described.
The evidence and applicable service terms will matter.
26. Digital Deliverables
A digital-deliverable issue may include:
non-delivery;
inaccessible files;
materially incomplete delivery;
delivery of the wrong file;
material inconsistency with the accepted scope; or
another documented delivery failure.
Digital products and custom digital services may have additional transaction-specific conditions.
27. Unauthorized Transactions
A Buyer who believes a Marketplace transaction was not authorized should report the matter promptly.
FIA may direct or cooperate with the Buyer regarding appropriate payment-provider or account-security steps.
FIA may also restrict affected accounts or transactions while a legitimate investigation occurs.
28. Suspected Fraud
Suspected Marketplace fraud may be reviewed separately from an ordinary quality dispute.
FIA may take appropriate steps to:
preserve records;
restrict transactions;
request information;
suspend accounts;
cooperate with payment providers;
prevent additional transactions; or
take other appropriate action permitted by applicable terms and law.
Internal fraud-detection thresholds are not publicly disclosed.
PART VI — ISSUES THAT MAY NOT AUTOMATICALLY QUALIFY
29. Change of Mind
A simple change of mind does not automatically create a right to a refund.
Eligibility may depend on:
the applicable offer;
Seller return terms;
fulfilment status;
product condition;
applicable law; and
other transaction circumstances.
30. Subjective Preference
A Buyer generally should not assume that personal preference alone creates a Marketplace refund right where the product or service materially matched its description.
This does not prevent review where there is an actual defect, misrepresentation, non-performance or other valid basis.
31. Buyer-Caused Damage
Buyer Protection may not apply in the same manner where an item was materially damaged through the Buyer’s own misuse after proper delivery.
FIA may consider available evidence concerning when and how damage occurred.
32. Failure to Follow Disclosed Requirements
Where an offer clearly discloses material Buyer responsibilities or compatibility requirements, FIA may consider whether the Buyer followed those requirements.
This does not excuse a Seller’s own misleading, unlawful or materially incomplete disclosure.
PART VII — HOW TO REPORT A MARKETPLACE ISSUE
33. Report Promptly
Buyers should report Marketplace problems as soon as reasonably possible after discovering them.
Prompt reporting can make it easier to:
preserve evidence;
confirm fulfilment;
locate delivery information;
assess product condition;
review communications; and
reach a practical resolution.
34. Information Buyers May Be Asked to Provide
Depending on the issue, FIA may ask for:
order number;
Buyer name;
Seller name;
description of the problem;
date the problem was discovered;
photographs;
videos;
screenshots;
delivery information;
communications;
warranty information;
evidence of attempted resolution; or
other reasonably relevant information.
Buyers should provide truthful information.
35. Do Not Fabricate Evidence
A Buyer must not submit:
altered screenshots;
fabricated photographs;
false delivery claims;
invented communications;
knowingly false fraud claims; or
other materially misleading evidence.
Fraudulent use of Buyer Protection may result in account restrictions or other action permitted under FIA rules.
PART VIII — SELLER RESPONSE
36. Seller Cooperation
Marketplace Sellers are expected to cooperate reasonably with eligible Buyer Protection reviews.
A Seller may be asked to provide:
fulfilment evidence;
delivery records;
tracking;
service records;
completion evidence;
scope documents;
Buyer communications;
photographs;
invoices;
refund records;
warranty information; or
other relevant documentation.
37. Seller Response Time
Where FIA provides a response deadline, Sellers should respond within the stated period.
A Seller who cannot provide all requested information immediately should communicate appropriately rather than ignore the request.
FIA may proceed using reasonably available information where a Seller fails to participate.
38. Seller Must Not Fabricate Evidence
Sellers must not create or alter evidence for the purpose of defeating a legitimate Buyer claim.
This includes false:
tracking;
signatures;
completion records;
messages;
photographs;
invoices; or
service records.
39. No Buyer Retaliation
A Seller must not retaliate against a Buyer merely because the Buyer:
reported a legitimate concern;
requested a refund;
used FIA Buyer Protection;
filed a complaint;
used a legitimate payment dispute process; or
posted an honest review consistent with FIA rules.
Review-related conduct remains subject to the Marketplace Seller Standards and Reviews & Ratings Policy.
PART IX — FIA REVIEW PROCESS
40. Initial Review
FIA may first determine whether the issue appears to fall within the Marketplace Buyer Protection process.
FIA may consider:
transaction status;
timing;
issue category;
Seller identity;
applicable Marketplace rules;
available evidence; and
whether another process is more appropriate.
41. Request for Information
FIA may request additional information from either Buyer or Seller before determining an outcome.
Failure to provide relevant information may affect the review.
42. Evidence Assessment
FIA may consider the reliability and relevance of evidence rather than simply the volume of material submitted.
Evidence may include:
FIA transaction records;
checkout information;
timestamps;
tracking;
delivery confirmation;
photographs;
communications;
service records;
accepted scope;
digital-delivery records;
refund records;
payment records; and
other relevant material.
43. Marketplace Administrative Decision
After reviewing available information, FIA may make an administrative Marketplace determination concerning the transaction.
Potential outcomes may include:
no Marketplace adjustment;
additional fulfilment;
repair or correction;
replacement;
rescheduling;
partial refund;
full refund;
transaction cancellation;
other appropriate transaction adjustment; or
referral to another relevant process.
The available remedy depends on the circumstances.
44. Marketplace Decision Is Not a Court Judgment
An FIA Marketplace determination is an administrative platform decision.
It is not:
a judicial judgment;
a regulatory ruling;
legal advice;
a declaration of criminal liability; or
a substitute for rights that may exist through courts, regulators, payment providers or other legal processes.
PART X — REFUNDS
45. Full Refund
Where the circumstances support a full refund, the qualifying transaction amount may be returned in accordance with the applicable payment process.
A full refund may also trigger corresponding Seller, Marketplace and Affiliate transaction adjustments.
46. Partial Refund
Where part of the transaction remains properly chargeable, FIA may approve or facilitate a partial refund where appropriate.
Examples may include:
partial fulfilment;
missing components;
agreed price adjustment;
scope reduction; or
another documented partial-resolution outcome.
47. Original Discounts
A refund is generally based on the amount actually paid or properly attributable to the affected transaction component rather than an undiscounted reference amount.
48. Refund Processing Time
Once a refund has been processed, the time required for the funds to appear may depend on:
payment provider;
bank;
card issuer;
payment method; and
external financial-system processing.
FIA cannot guarantee the posting speed of a Buyer’s financial institution.
PART XI — CANCELLATIONS
49. Buyer Cancellation
A Buyer seeking cancellation should act promptly.
Eligibility and financial treatment may depend on:
whether fulfilment has begun;
whether goods have shipped;
whether goods were customized;
whether services have commenced;
committed third-party costs;
applicable offer terms;
applicable statutory rights; and
other relevant circumstances.
50. Seller Cancellation
Where a Seller cannot fulfil the transaction, possible outcomes may include:
replacement;
rescheduling with Buyer agreement;
cancellation;
full refund;
partial adjustment where appropriate; or
another reasonable resolution.
The Seller must not falsely record an unfulfilled transaction as completed.
51. Mandatory Cancellation Rights
Where applicable law grants a Buyer a cancellation right that cannot be waived, that right is not removed by FIA’s ordinary Marketplace cancellation rules.
PART XII — CHARGEBACKS AND PAYMENT DISPUTES
52. External Payment Disputes
A Buyer may have rights through a:
bank;
card issuer;
card network;
payment processor; or
other payment provider.
Those processes may operate separately from FIA Buyer Protection.
53. No Double Recovery
Buyer Protection is intended to restore appropriate transaction value, not create duplicate recovery.
Where a Buyer has already received a full refund or equivalent recovery through another process, FIA may take that into account when reviewing the same transaction.
54. Chargeback Information
Where a chargeback or payment dispute occurs, FIA and the Seller may provide transaction information through the applicable payment-provider process.
The payment provider may make its own determination under its rules.
PART XIII — EFFECT ON SELLERS
55. Seller Proceeds
A valid Buyer refund, cancellation, chargeback or transaction reversal may affect amounts payable to an independent Seller.
Depending on the applicable Seller arrangement, FIA may apply:
payout adjustments;
offsets;
transaction reversals;
negative Seller balances; or
other permitted recovery mechanisms.
Detailed Seller recovery rights are governed by the applicable Seller agreement and Payment, Billing, Refund & Payout Policy.
56. Seller Negative Balances
Where valid transaction adjustments exceed Seller proceeds otherwise available, a negative Seller balance may arise where permitted by the applicable Seller terms and law.
FIA does not publicly disclose confidential reserve formulas or internal risk thresholds.
PART XIV — EFFECT ON AFFILIATE COMMISSION
57. Buyer Rights Are Not Reduced by Affiliate Commission
A Buyer should not be denied an otherwise valid refund or Marketplace remedy merely because an Affiliate has earned or may earn commission from the transaction.
Affiliate compensation is separate from the Buyer’s rights and the Seller’s fulfilment obligations.
58. Refund Before Affiliate Finalization
A refund, cancellation or material dispute may prevent an Affiliate transaction from becoming Tier Finalized.
Tier Eligible transactions generally become Tier Finalized only after:
qualifying Buyer payment has settled;
required completion, delivery or approved fulfilment milestone has occurred;
the applicable ordinary Buyer issue window has passed;
no unresolved material refund or dispute remains;
the Affiliate has not withdrawn that transaction’s 4% Base Commission early; and
the transaction otherwise remains eligible.
59. Refund After Affiliate Commission Is Paid
A legitimate later refund, reversal, chargeback, fraud determination or other ineligibility may result in Affiliate commission being recalculated or clawed back.
This can occur even after Affiliate commission has been paid.
60. Full Refund Affiliate Adjustment
Where the underlying qualifying transaction is fully refunded or reversed, up to 100% of the associated Affiliate commission may be reversed under the applicable Affiliate terms.
61. Partial Refund Affiliate Adjustment
For a valid partial refund:
Affiliate commission may be recalculated proportionally; and
applicable tier volume may be recalculated based on the retained qualifying amount.
62. Negative Affiliate Balance
Where commission has already been paid before a valid adjustment, FIA may create a Negative Affiliate Balance.
Recovery may include, where contractually and legally permitted:
future commission offsets;
future tier top-up offsets;
future payout offsets; or
repayment of remaining recoverable overpayments.
Detailed rules appear in the Affiliate Program Terms & Conditions and Payment, Billing, Refund & Payout Policy.
PART XV — AFFILIATE CAMPAIGN TRANSACTIONS
63. Affiliate Does Not Decide Buyer Disputes
An Affiliate who referred a transaction does not determine:
whether the Seller fulfilled the order;
whether a Buyer receives a refund;
whether a dispute succeeds; or
whether a transaction remains eligible for commission.
Those issues are assessed under the applicable Marketplace and Affiliate rules.
64. No Buyer Affiliate Campaign Surcharge
A Buyer must not be charged a hidden mandatory fee simply because a sale was Affiliate-attributed.
The standard Marketplace fee and any applicable Affiliate Campaign Fee are Seller-side commercial charges.
PART XVI — WARRANTIES AND LATENT DEFECTS
65. Warranties
Applicable manufacturer, Seller, contractual or statutory warranties may continue beyond FIA’s ordinary Marketplace issue window.
The existence and scope of a warranty depend on the applicable product, Seller and law.
66. Latent Defects
A defect that could not reasonably have been discovered during the ordinary FIA reporting period may require later consideration.
The Buyer should report such a problem after discovery as promptly as reasonably possible.
PART XVII — SAFETY CONCERNS
67. Unsafe Products or Services
Where a Buyer reasonably believes an offering creates a significant safety issue, the concern should be reported promptly.
FIA may take steps including:
restricting the offer;
requesting Seller information;
preserving records;
conducting further review; or
taking other reasonable Marketplace action.
68. Emergencies
FIA’s Marketplace support process is not an emergency service.
Where there is an immediate threat to health, safety or property, users should contact the appropriate emergency service or relevant authority.
PART XVIII — REVIEWS AFTER A DISPUTE
69. Honest Reviews
Using Buyer Protection does not prevent a Buyer from leaving an honest review consistent with FIA’s Reviews & Ratings Policy.
A Buyer must not use a review to knowingly publish false information or otherwise violate FIA rules.
70. No Review Manipulation
A Seller must not condition a legitimate refund or resolution on the Buyer posting only a positive review where doing so would violate FIA’s review rules.
Seller conduct concerning reviews remains subject to the Reviews & Ratings Policy.
PART XIX — PRIVACY AND EVIDENCE
71. Personal Information
Information submitted during a Buyer Protection review may contain personal information.
FIA handles its own collection, use and disclosure of personal information in accordance with the Privacy Policy.
72. Relevant Disclosure
Information relevant to resolving a transaction may need to be shared between appropriate parties, such as Buyer, Seller, payment provider or service provider, where permitted and reasonably necessary.
FIA will not treat the dispute process as permission for unrelated marketing use of Buyer information.
73. Sensitive Information
Buyers and Sellers should avoid submitting unnecessary highly sensitive information.
Where evidence can be provided without exposing unrelated confidential information, unnecessary material should be omitted or appropriately redacted.
PART XX — REPEATED OR ABUSIVE CLAIMS
74. Buyer Protection Abuse
FIA may investigate suspected abuse of the Buyer Protection process.
Examples may include:
fabricated non-delivery claims;
altered evidence;
repeated knowingly false complaints;
coordinated refund fraud;
intentional damage followed by a false claim; or
other fraudulent misuse.
Legitimate use of Buyer Protection is not considered abuse merely because the Seller disagrees with the Buyer.
75. Seller Abuse
FIA may also investigate Sellers who attempt to defeat legitimate claims by:
falsifying fulfilment;
submitting fake evidence;
pressuring Buyers not to report concerns;
misrepresenting refund rules;
repeatedly failing to deliver; or
retaliating against Buyers.
PART XXI — ESCALATION
76. Marketplace Resolution Escalation
Where a transaction issue cannot be resolved through the initial Marketplace process, FIA may escalate it internally for further review where appropriate.
An escalation does not guarantee a different outcome.
77. Formal Complaints
A user who wishes to raise a broader complaint concerning FIA’s handling of a matter may use the Dispute Resolution & Complaints Policy.
That process is distinct from the initial Marketplace transaction review.
78. External Rights
Nothing in FIA’s internal Marketplace resolution process is intended to prevent a person from exercising an external legal or regulatory right that cannot lawfully be restricted.
PART XXII — MARKETPLACE ENFORCEMENT
79. Seller Account Action
Buyer Protection findings may contribute to Marketplace enforcement where appropriate.
Depending on the circumstances, FIA may:
request corrective action;
require additional evidence;
re-verify a Seller;
restrict an offer;
suspend an offer;
suspend Affiliate Campaign participation;
restrict Seller access; or
terminate Marketplace participation as permitted.
One complaint does not automatically establish misconduct.
80. Pattern of Problems
FIA may consider a pattern of documented Marketplace issues when evaluating Seller participation.
Relevant factors may include:
frequency;
seriousness;
Seller response;
evidence;
fulfilment history;
remediation; and
risk to Buyers or the Marketplace.
PART XXIII — RECORDS
81. Marketplace Resolution Records
FIA may retain records reasonably necessary to administer and document Marketplace issues, including:
order information;
claim information;
evidence;
communications;
resolution;
refund information;
transaction adjustments;
Seller response;
Affiliate adjustment where applicable; and
timestamps.
Retention and information handling remain subject to applicable legal requirements and FIA’s Privacy Policy.
PART XXIV — POLICY CHANGES
82. Updates
Innovara Marketing Inc. may update this Policy as FIA’s Marketplace, technology, payment systems, commercial programs or legal requirements evolve.
The current published version will identify the applicable effective date and last-updated date.
83. Existing Transactions
A Policy update does not automatically rewrite a completed transaction or eliminate an accrued right where doing so would conflict with:
accepted transaction terms;
contractual obligations; or
applicable law.
PART XXV — CONTACT AND REPORTING
84. Marketplace Transaction Concerns
Buyers should use FIA’s applicable support or Marketplace resolution channel to report concerns involving:
non-delivery;
damaged goods;
incorrect goods;
missing goods;
incomplete service;
digital-delivery problems;
cancellation;
refunds;
unauthorized transactions; or
other Marketplace transaction concerns.
85. Reporting Fraud or Abuse
Suspected fraud, abuse, serious Marketplace manipulation or safety concerns may be reported through Report a Concern / Abuse.
86. Policy, Privacy and Legal Enquiries
Questions concerning this Policy or FIA’s legal and policy framework may be submitted through Policy, Privacy & Legal Enquiry.
87. Trust Centre
FIA’s broader policy and trust framework is available through the Trust Centre.
PART XXVI — FINAL INTERPRETATION
88. Relationship With Other Terms
This Policy establishes FIA’s public Marketplace Buyer Protection and transaction-resolution framework.
A particular transaction may additionally be governed by:
applicable Marketplace Purchase Terms;
the Seller’s approved offer;
applicable fulfilment terms;
warranty terms;
payment-provider rules;
Seller-specific contractual obligations;
other FIA policies; and
applicable law.
Where mandatory law provides a right that cannot be waived, that law prevails over inconsistent Marketplace wording.
89. No Guaranteed Outcome
FIA’s purpose in administering Buyer Protection is to provide a structured and documented Marketplace process.
The existence of this Policy does not guarantee:
a particular refund;
a particular dispute outcome;
recovery from an insolvent or unavailable third party;
reversal of an external payment-provider decision; or
that every Marketplace loss can be prevented.
90. Preservation of Rights
Nothing in this Policy is intended to exclude, restrict or waive a legal right or remedy that applicable law does not permit to be excluded, restricted or waived.
End of Marketplace Buyer Protection & Resolution Policy — FIA-MKT-PUB-003 — Version 1.1
