Marketplace Order, Fulfilment, Cancellation & Refund Standard
Find It All (FIA)
A Brand Owned & Operated by Innovara Marketing Inc.
Document Reference: FIA-MKT-PUB-005
Classification: PUBLIC — MARKETPLACE ORDER, FULFILMENT, CANCELLATION & REFUND STANDARD
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 Order, Fulfilment, Cancellation & Refund Standard explains how orders placed through the Find It All Marketplace are expected to move from purchase through fulfilment, completion, cancellation, refund and, where necessary, dispute resolution.
The Standard is designed to establish consistent rules for:
order confirmation;
Seller acceptance and fulfilment;
product delivery;
service completion;
digital-deliverable completion;
fulfilment evidence;
delays;
cancellations;
returns;
refunds;
partial refunds;
chargebacks and reversals;
Buyer issue reporting;
Seller cooperation;
transaction adjustments; and
related Marketplace records.
It applies alongside FIA’s other Marketplace and transaction policies.
2. Legal Operator and Marketplace Structure
Find It All, or FIA, is owned, operated and managed by Innovara Marketing Inc.
Marketplace offerings may be supplied by:
Innovara Marketing Inc., acting as an identified first-party Marketplace Vendor; or
an approved independent Marketplace Seller or Vendor.
Where Innovara is identified as the provider, Innovara is responsible for that offering.
Where an independent Vendor is identified as the Seller, that Vendor remains a separate business responsible for its products or services, subject to FIA’s Marketplace rules.
For more information about these roles, review Understanding Our Role.
3. Who This Standard Applies To
This Standard applies, where relevant, to:
Buyers;
approved independent Marketplace Sellers;
Innovara when acting as a Marketplace Vendor;
eligible physical-goods transactions;
eligible service transactions;
eligible digital-deliverable transactions; and
other Marketplace offerings approved by FIA.
Different offers may have additional disclosed requirements.
Where mandatory law provides greater protection or imposes additional obligations, those requirements continue to apply.
4. Related FIA Documents
This Standard should be read together with, where applicable:
Transaction-specific terms presented at checkout or within an accepted offer may also apply.
PART I — MARKETPLACE ORDER FORMATION
5. Order Information
Before completing a Marketplace purchase, the Buyer should be able to review information relevant to the transaction, where applicable, including:
Seller or provider;
product, service or digital deliverable;
scope;
quantity;
material specifications;
price;
approved discounts;
applicable taxes;
mandatory charges;
total amount;
currency;
delivery or fulfilment method;
estimated or agreed timing;
cancellation information;
refund information;
material limitations; and
applicable transaction terms.
6. Buyer Responsibility Before Ordering
Before submitting an order, the Buyer should review the transaction information and correct material errors where the checkout process provides that opportunity.
The Buyer is responsible for providing accurate information reasonably required for fulfilment, including where applicable:
delivery address;
contact information;
scheduling information;
selected variation;
quantity;
customization information;
measurements;
files;
instructions; or
other information required to fulfil the order.
7. Order Confirmation
Where supported by FIA’s transaction systems, an order confirmation may identify information such as:
order ID;
Buyer;
Seller/provider;
offering;
transaction amount;
tax;
payment status;
fulfilment information;
cancellation/refund information; and
applicable accepted terms.
Buyers and Sellers should retain relevant transaction records.
8. Payment Does Not Equal Fulfilment
Successful payment does not by itself mean that:
a physical item has been delivered;
a service has been completed;
a digital deliverable has been supplied;
a Buyer issue window has passed;
a dispute has been resolved; or
an Affiliate-attributed transaction has become Tier Finalized.
Payment and fulfilment are separate transaction stages.
PART II — SELLER RESPONSIBILITY FOR FULFILMENT
9. Seller Responsibility
The Seller identified for the transaction is responsible for providing the product, service or digital deliverable described in the accepted Marketplace offer.
An independent Seller must not treat FIA’s role in administering the Marketplace as transferring the Seller’s underlying fulfilment obligations to Innovara.
10. Fulfilment Must Match the Accepted Offer
Sellers must fulfil accepted orders materially in accordance with the information presented to the Buyer.
This includes, where applicable:
product type;
quantity;
specifications;
condition;
service scope;
deliverables;
agreed options;
delivery method;
completion milestone;
timing;
warranty terms; and
other material commitments.
11. Material Changes After Purchase
A Seller should not materially change an accepted order without appropriate Buyer agreement where agreement is required.
Material changes may include:
substantially different goods;
significant change in scope;
increased mandatory price;
material reduction in quantity;
significant change in completion terms; or
replacement of an important deliverable.
Where a proposed change is material, the Buyer should be informed before the change is treated as accepted.
12. Seller Inventory and Availability
Sellers should make reasonable efforts to ensure Marketplace availability information is accurate.
A Seller must not knowingly accept orders for goods or services it cannot reasonably provide merely to obtain payment or Marketplace activity.
Where an unexpected availability problem occurs, the Seller should communicate it promptly.
PART III — PHYSICAL-GOODS FULFILMENT
13. Preparing Goods for Delivery
A Seller supplying physical goods should take reasonable steps to:
supply the correct item;
supply the correct quantity;
use appropriate packaging;
include agreed components;
comply with applicable handling requirements;
communicate relevant delivery information; and
provide tracking where applicable and available.
14. Shipping Information
Where goods are shipped, available information may include:
shipping method;
carrier;
tracking information;
expected delivery period;
shipping status; and
delivery confirmation.
A shipping estimate is not necessarily a guarantee unless the transaction expressly makes it one.
15. Delivery Address
Buyers are responsible for providing an accurate delivery address.
If the Buyer provides an incorrect address, the resulting treatment may depend on:
whether the order has shipped;
whether redirection is possible;
additional carrier costs;
Seller conduct;
Buyer conduct; and
applicable transaction terms.
16. Confirmed Delivery
A physical-goods order may be treated as delivered using appropriate evidence such as:
carrier delivery confirmation;
delivery scan;
signed confirmation;
Buyer acknowledgement;
photographic delivery evidence where appropriate; or
other reliable fulfilment records.
No single evidence type necessarily determines every dispute.
17. Failed Delivery
Where delivery cannot be completed because of Buyer-related circumstances, such as an inaccessible location or repeated failure to accept properly notified delivery, FIA may consider those facts when reviewing a cancellation or refund request.
This does not excuse:
delivery to the wrong address;
Seller error;
carrier error for which the Seller remains responsible under applicable terms; or
another legitimate non-delivery issue.
PART IV — SERVICE FULFILMENT
18. Service Scope
A Marketplace service should have a reasonably identifiable scope.
Depending on the service, that may include:
work to be performed;
location;
estimated duration;
deliverables;
exclusions;
Buyer responsibilities;
scheduled date;
completion milestone; and
material limitations.
19. Service Scheduling
Where a service requires scheduling, the Buyer and Seller should cooperate in establishing or confirming the applicable appointment or work period.
Material scheduling changes should be communicated promptly.
20. Buyer Access and Cooperation
Where service fulfilment requires access, information or participation from the Buyer, the Buyer should provide what is reasonably necessary.
Examples may include:
property access;
appointment attendance;
required files;
approvals;
measurements;
instructions; or
other agreed information.
Failure to cooperate may affect timing or resolution, but does not automatically eliminate Buyer rights.
21. Service Completion
A service may be treated as completed when the agreed work or applicable approved milestone has been materially performed.
Depending on the service, completion evidence may include:
service record;
Buyer acknowledgement;
appointment record;
completed deliverable;
photographs;
signed completion record;
digital communication; or
other reliable documentation.
22. Longer-Running Services
For services extending over a longer period, the applicable offer may define:
milestones;
stages;
partial deliverables;
progress payments;
completion criteria; or
an approved Affiliate commission-release milestone.
A longer-running service does not need to be treated as one undifferentiated transaction stage where a properly documented milestone structure applies.
PART V — DIGITAL DELIVERABLES
23. Digital Delivery
Digital fulfilment may occur through methods such as:
download link;
email;
account access;
shared file;
platform delivery;
digital transfer; or
another agreed method.
24. Digital Completion
A digital deliverable may be treated as delivered where the required file, content, access or other digital output has been supplied through the agreed method.
Evidence may include:
delivery timestamp;
email record;
access log;
download record;
shared-file record;
Buyer acknowledgement; or
other reliable delivery evidence.
25. Inaccessible or Incorrect Digital Deliverables
A Buyer should promptly report if a digital deliverable is:
inaccessible;
corrupted;
materially incomplete;
the wrong file;
not supplied; or
materially inconsistent with the accepted scope.
The Seller should reasonably cooperate in correcting a genuine delivery problem.
PART VI — FULFILMENT EVIDENCE
26. Evidence Requirements
FIA may request reasonable evidence relating to Marketplace fulfilment.
Evidence may include:
tracking records;
carrier information;
photographs;
delivery confirmations;
service records;
appointment records;
communications;
digital delivery records;
Buyer acknowledgements;
invoices;
scope documents;
milestone confirmations; or
other relevant records.
27. Accurate Records
Buyers and Sellers must not fabricate, manipulate or knowingly misrepresent fulfilment evidence.
Examples of prohibited conduct include:
fake tracking;
altered screenshots;
false completion records;
fabricated signatures;
manipulated delivery photographs; or
invented communications.
28. No False Completion
A Seller must not mark a transaction as delivered or completed solely to:
trigger payout;
end the ordinary Buyer issue window;
avoid cancellation;
defeat a refund request;
accelerate Affiliate tier treatment; or
manipulate Marketplace records.
PART VII — DELAYS
29. Expected Delays
Where a Seller becomes aware of a material delay, the Seller should communicate it promptly.
Where practical, the communication should address:
reason for delay;
revised timing;
effect on the order; and
available options.
30. Buyer Agreement to Revised Timing
Where the original delivery or service date cannot be met, the Buyer may agree to revised timing.
The agreement should be documented where appropriate.
A Seller should not unilaterally treat a materially different fulfilment date as accepted merely because the Buyer has not immediately responded.
31. Significant Failure to Deliver
A substantial delay may create cancellation or other rights depending on:
the accepted transaction terms;
the nature of the transaction;
the circumstances of the delay; and
applicable law.
FIA’s ordinary Marketplace rules do not override statutory late-delivery or cancellation rights where those rights apply.
PART VIII — ORDINARY BUYER ISSUE WINDOWS
32. Purpose
FIA uses ordinary Marketplace issue windows to encourage prompt reporting and efficient resolution of common transaction problems.
These windows are administrative Marketplace periods.
They are not absolute waivers or extinguishment of legal rights that cannot lawfully be waived.
33. Services and Digital Deliverables
For completed services and digital deliverables, the ordinary problem or refund-request window is:
7 calendar days
from confirmed completion or delivery.
34. Physical Goods
For physical goods, the ordinary problem or refund-request window is:
14 calendar days
from confirmed delivery.
35. Wrong, Damaged or Missing Physical Goods
Where physical goods are:
wrong;
visibly damaged;
incomplete; or
missing,
the Buyer should report the issue promptly.
Where reasonably discoverable, such issues should ordinarily be reported within:
7 calendar days
from confirmed delivery.
36. Issues That May Require Later Review
A matter may still require consideration after an ordinary FIA issue window where circumstances include:
fraud;
unauthorized payment;
non-delivery;
latent defects not reasonably discoverable earlier;
applicable warranties;
mandatory statutory cancellation rights;
mandatory consumer protection rights; or
other non-waivable legal rights.
PART IX — BUYER REPORTING RESPONSIBILITIES
37. Report Problems Promptly
Buyers should report transaction problems as soon as reasonably possible after discovering them.
Prompt reporting helps preserve:
photographs;
packaging;
tracking;
communications;
digital records;
service evidence; and
other information useful for resolving the issue.
38. Preserve the Product Where Appropriate
Where a Buyer reports damaged, incorrect or defective goods, the Buyer should reasonably preserve:
the item;
packaging;
included accessories;
labels; and
other relevant materials
until the issue has been assessed or reasonable return instructions have been provided.
This requirement does not apply where preservation would be unsafe or unreasonable.
39. Buyer Evidence
Depending on the issue, a Buyer may be asked for:
photographs;
video;
screenshots;
order information;
delivery information;
communications;
description of the issue;
date discovered; or
other reasonably relevant information.
PART X — ORDER CANCELLATION
40. General Cancellation Principle
Whether an order may be cancelled, and whether a cancellation is refundable, depends on factors including:
fulfilment status;
nature of the offering;
accepted transaction terms;
Seller conduct;
Buyer conduct;
committed costs;
customization;
applicable law; and
other relevant circumstances.
41. Buyer Cancellation Before Fulfilment Begins
Where fulfilment has not begun, cancellation may be easier to accommodate.
However, the applicable result may still depend on:
offer terms;
custom ordering;
non-refundable third-party commitments where lawful;
applicable statutory rights; and
other disclosed conditions.
42. Buyer Cancellation After Fulfilment Begins
Where fulfilment has already begun, the transaction may require a different treatment.
Depending on the circumstances, this may include:
full cancellation;
partial cancellation;
payment for completed work;
retained value;
return requirements;
partial refund; or
another reasonable adjustment.
43. Customized or Made-to-Order Goods
Customized or made-to-order goods may have different cancellation or return conditions where those conditions were properly disclosed and are legally permitted.
A Seller may not use a custom-order label merely to avoid an otherwise applicable mandatory right.
44. Seller Cancellation
A Seller should promptly notify FIA and the Buyer where the Seller cannot fulfil an accepted order.
Depending on the circumstances, available options may include:
replacement;
rescheduling with Buyer agreement;
cancellation;
full refund;
partial refund where appropriate; or
another agreed resolution.
45. Seller Must Not Force an Unapproved Substitute
Where the original item or service cannot be provided, a Seller should not force the Buyer to accept a materially different substitute.
A proposed replacement may be offered, but material substitution should require appropriate Buyer acceptance.
PART XI — RETURNS
46. Return Requirements
Where a physical-goods return is approved, the Buyer may be required to:
follow reasonable return instructions;
return the applicable item;
include relevant components;
use appropriate packaging;
provide return tracking where required; or
cooperate with another reasonable return method.
47. Return Shipping
Responsibility for return shipping may depend on the reason for the return and applicable terms.
For example, treatment may differ between:
Seller error;
materially defective goods;
wrong goods;
change-of-mind returns;
Buyer-caused error; and
other return circumstances.
Mandatory legal rights continue to apply.
48. Unsafe Returns
A Buyer should not be required to ship or handle an item in a manner that creates an unreasonable safety risk.
Where a product presents a material safety concern, the Buyer should seek appropriate instructions.
PART XII — REFUNDS
49. Refund Assessment
Refund eligibility may be assessed using factors such as:
whether fulfilment occurred;
whether goods materially matched their description;
whether the agreed service was provided;
extent of completed work;
retained value;
Buyer and Seller evidence;
accepted transaction terms;
applicable warranty;
cancellation rights; and
applicable law.
50. Full Refund
A full refund may be appropriate where supported by the circumstances.
Examples may include qualifying cases of:
non-delivery;
Seller inability to fulfil;
valid cancellation;
materially non-conforming goods;
materially unperformed services;
unauthorized payment;
qualifying fraud; or
another valid basis.
This list does not guarantee a refund in every such case.
51. Partial Refund
A partial refund may be appropriate where part of the transaction was properly provided or retained.
Examples may include:
partial service completion;
missing components;
reduced scope;
agreed price adjustment;
partial cancellation;
retained goods; or
other partial-resolution circumstances.
52. Actual Amount Paid
Refund calculations ordinarily reflect the actual amount properly attributable to the affected purchase.
Where a discount was applied, the Buyer does not automatically receive a refund calculated from a higher undiscounted reference price.
53. Taxes on Refunds
Applicable tax adjustments may be handled in accordance with the transaction structure and applicable tax requirements.
54. Refund Method
Where feasible, an approved refund may be returned through the original or other appropriate payment method.
Actual posting times can depend on external payment providers or financial institutions.
PART XIII — REFUND PROCESSING
55. Review Before Processing
FIA may review relevant transaction information before administering or facilitating a refund.
This may include:
payment status;
fulfilment evidence;
Seller response;
Buyer evidence;
return status;
dispute status; and
applicable transaction terms.
56. Seller Cooperation
Sellers must reasonably cooperate with valid refund reviews and requests for information.
Failure to cooperate may result in FIA using available evidence when administering Marketplace processes.
57. Buyer Cooperation
Buyers must also reasonably cooperate where information, return of goods or other steps are necessary to complete a legitimate refund review.
PART XIV — CHARGEBACKS AND PAYMENT REVERSALS
58. Chargebacks
A Buyer may have separate rights to dispute a payment through a:
bank;
card issuer;
card network;
payment processor; or
other financial provider.
Those processes may operate separately from FIA’s Marketplace process.
59. Effect of a Chargeback
Where a transaction is charged back or reversed, amounts associated with the transaction may be:
withheld;
reversed;
adjusted;
debited; or
otherwise affected
subject to applicable Seller arrangements, payment-provider rules and law.
60. Evidence for Chargebacks
FIA or the Seller may provide legitimate transaction evidence through the applicable payment dispute process.
Evidence may include:
order records;
fulfilment records;
Buyer communications;
tracking;
delivery confirmation;
service records; or
other relevant documentation.
61. External Decision-Makers
A financial institution or payment provider may make a decision independently from FIA.
FIA cannot guarantee or control the outcome of every external chargeback process.
PART XV — SELLER FINANCIAL EFFECTS
62. Refund Adjustment to Seller Proceeds
A valid refund or transaction reversal may reduce the amount payable to the independent Seller.
Where a Seller has already received proceeds, the applicable private Seller agreement may allow recovery or adjustment where legally permitted.
63. Seller Negative Balances
Where valid refunds, chargebacks or other authorized adjustments exceed currently available Seller proceeds, FIA may record a negative Seller balance where permitted by the applicable Seller agreement and law.
Recovery may include authorized:
future proceeds offsets;
payout offsets; or
repayment requests.
Detailed mechanics belong in the Marketplace Seller Agreement and internal FIA operating procedures.
64. Marketplace Fees After Transaction Adjustments
The financial treatment of FIA Marketplace fees following a refund, cancellation or reversal will be determined under the applicable Seller arrangement and transaction circumstances.
FIA will not use this public Standard to disclose confidential reserve or fraud-control formulas.
PART XVI — AFFILIATE-ATTRIBUTED TRANSACTIONS
65. Buyer Rights Are Independent of Affiliate Compensation
A Buyer does not lose an otherwise valid cancellation, refund or other Marketplace remedy merely because the transaction was attributed to an Affiliate.
Affiliate compensation is separate from Buyer rights.
66. Affiliate Is Not the Seller
An Affiliate who referred the transaction is not the underlying Seller merely because the Affiliate may earn commission.
The Seller identified for the offer remains responsible for fulfilment.
67. Refund Before Tier Finalization
A refund, cancellation, reversal or unresolved material dispute may prevent an Affiliate-attributed transaction from becoming Tier Finalized.
A Tier Eligible transaction generally becomes Tier Finalized only after:
qualifying customer payment has settled;
required completion, delivery 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 4% Base Commission early; and
the transaction otherwise remains eligible.
68. Calendar Month of Tier Finalization
A Tier Eligible transaction counts toward the Affiliate tier in the calendar month in which it becomes Tier Finalized.
The order date by itself does not establish the tier month.
69. Refund After Affiliate Payment
Where an Affiliate commission has already been paid and the underlying transaction later becomes legitimately:
refunded;
partially refunded;
charged back;
reversed;
fraudulent; or
otherwise ineligible,
the applicable Affiliate commission may be recalculated or clawed back under the Affiliate Program Terms & Conditions.
70. Full Refund and Affiliate Commission
A full valid refund may result in reversal of up to 100% of the Affiliate commission attributable to that transaction.
71. Partial Refund and Affiliate Commission
A partial refund may result in proportional recalculation of:
qualifying Affiliate commission; and
applicable tier volume
based on the retained qualifying transaction amount.
72. Paid Affiliate Commission
Where commission has already been paid, FIA may record a Negative Affiliate Balance and use recovery methods permitted under the applicable Affiliate terms and law, including:
future commission offsets;
tier top-up offsets;
future payout offsets; or
a repayment request.
PART XVII — AFFILIATE CAMPAIGN FEES AND SELLER TRANSACTIONS
73. Seller Campaign Participation
A Vendor may opt a specific Marketplace offer into FIA’s Affiliate Campaign.
Participation is per offer and does not automatically apply to every Seller offering.
74. Valid Affiliate-Attributed Sale
For a valid Affiliate-attributed qualifying sale of an opted-in offer:
standard Marketplace Vendor fee: 15%;
additional Affiliate Campaign Fee: 15%;
total FIA Vendor-side fee: 30%; and
Vendor proceeds before other applicable adjustments: 70%.
These are Vendor-side commercial charges.
They must not be added as undisclosed mandatory Buyer surcharges.
75. Refunds Do Not Turn Campaign Fees Into Buyer Fees
Where a transaction is refunded or adjusted, the resulting Seller/FIA/Affiliate accounting is handled under the applicable commercial rules.
A Buyer should not be charged a hidden Affiliate Campaign amount merely to preserve FIA or Affiliate economics.
PART XVIII — SPECIAL FULFILMENT SITUATIONS
76. Partial Fulfilment
Where only part of an order can be fulfilled, the Seller should not automatically treat the entire order as completed.
Appropriate treatment may include:
completing the remainder;
Buyer-approved substitution;
partial cancellation;
partial refund; or
another documented arrangement.
77. Split Shipments
Where a physical-goods order is intentionally shipped in multiple parts, the Buyer should be informed where appropriate.
An undelivered portion should not automatically be treated as delivered solely because another portion has arrived.
78. Pre-Orders and Future Delivery
Pre-orders or future-delivery offers should clearly communicate material expected fulfilment timing.
If material timing changes, the Buyer should be informed.
Applicable cancellation rights remain subject to transaction terms and law.
79. Appointments and No-Shows
For appointment-based services, applicable offer terms may address:
Buyer cancellation;
Seller cancellation;
rescheduling;
late arrival;
Buyer no-show;
Seller no-show; and
committed costs.
Such terms must remain consistent with applicable law.
80. Buyer Refusal of Delivery
Where a Buyer refuses proper delivery without a valid basis, FIA may consider that conduct when reviewing a refund request.
This does not prevent a Buyer from refusing an unsafe, materially incorrect or otherwise legitimately disputable delivery.
PART XIX — WARRANTIES AND DEFECTS
81. Warranty Rights
A product or service may carry:
Seller warranty;
manufacturer warranty;
contractual warranty; or
statutory rights.
A warranty may extend beyond FIA’s ordinary issue window.
82. Latent Defects
A defect not reasonably discoverable during the ordinary issue period may require later consideration.
The Buyer should report a latent defect promptly after it becomes reasonably discoverable.
83. Warranty Claims Are Not Automatically the Same as Refund Claims
Depending on the applicable warranty, the remedy may include:
repair;
replacement;
re-performance;
refund; or
another remedy.
The applicable warranty and mandatory law determine the available rights.
PART XX — FRAUD AND TRANSACTION MANIPULATION
84. Prohibited Manipulation
Buyers, Sellers and Affiliates must not manipulate fulfilment, cancellation or refund processes to create an improper financial result.
Examples include:
fake transactions;
false delivery;
sham completion;
fabricated refunds;
coordinated chargebacks;
false Buyer complaints;
artificial Affiliate tier volume; or
manipulated fulfilment dates.
85. Fraud Review
Where FIA reasonably identifies a serious transaction-integrity concern, FIA may review or restrict the relevant transaction, account, payout or commission as permitted under applicable terms and law.
86. Confidential Controls
FIA does not publicly disclose confidential:
fraud thresholds;
reserve formulas;
risk scores;
detection logic; or
security triggers.
PART XXI — MARKETPLACE DISPUTES
87. Buyer Protection Process
Where an order problem cannot be resolved directly, Buyers may use the process described in the Marketplace Buyer Protection & Resolution Policy.
88. Seller Evidence
Sellers should provide relevant evidence requested through the Marketplace resolution process.
Failure to respond may result in FIA administering the issue based on available information.
89. Broader Complaints
A user who wishes to raise a broader complaint concerning FIA’s handling of a matter may use the Dispute Resolution & Complaints Policy.
PART XXII — REVIEWS AND RETALIATION
90. Buyer Reviews
A Buyer may leave an honest review consistent with FIA’s Reviews & Ratings Policy.
91. No Retaliation
A Seller must not retaliate against a Buyer merely because the Buyer:
requested cancellation;
requested a refund;
reported non-delivery;
used Buyer Protection;
filed a legitimate payment dispute; or
submitted an honest review.
PART XXIII — PERSONAL INFORMATION
92. Fulfilment Information
Sellers may receive personal information reasonably required for fulfilment, including:
name;
address;
phone number;
email;
scheduling information; or
other transaction-related information.
93. Appropriate Use
Seller receipt of Buyer information for fulfilment does not provide unrestricted permission for unrelated marketing.
Information handling must remain consistent with applicable law and FIA’s Privacy Policy.
PART XXIV — MARKETPLACE RECORDS
94. Transaction Records
FIA may maintain transaction records reasonably necessary to administer Marketplace orders.
Records may include:
order ID;
Buyer;
Seller/provider;
offer;
payment;
price;
tax;
delivery;
completion;
cancellation;
refund;
dispute;
Affiliate attribution;
transaction adjustments; and
timestamps.
95. Versioned Terms
Where technically supported and appropriate, FIA should maintain records of the terms or policy versions accepted for the applicable transaction.
The existence of a general policy page alone does not replace the need for appropriate checkout or transaction acceptance where such acceptance is required.
PART XXV — STATUTORY RIGHTS
96. Mandatory Consumer Rights
Nothing in this Standard is intended to exclude, restrict or waive a consumer right that applicable law does not permit to be excluded, restricted or waived.
97. Internet Transaction Rights
Online transactions may be subject to jurisdiction-specific rules concerning matters such as:
required disclosures;
opportunity to correct errors;
agreement copies;
cancellation;
delivery;
refunds; and
unfair practices.
FIA’s ordinary Marketplace rules operate subject to those requirements.
98. Late Delivery Rights
Where applicable law provides a Buyer with cancellation or other rights arising from late delivery or delayed performance, those rights are not eliminated by FIA’s internal fulfilment schedule.
PART XXVI — POLICY CHANGES
99. Updates to This Standard
Innovara Marketing Inc. may update this Standard as Marketplace operations, commercial programs, technology or applicable requirements evolve.
The current published version will state its:
version;
effective date; and
last-updated date.
100. Existing Transactions
A later update does not automatically rewrite an already completed or accepted transaction where doing so would conflict with:
accepted terms;
accrued rights;
contractual obligations; or
applicable law.
PART XXVII — CONTACT AND SUPPORT
101. Order and Fulfilment Problems
Buyers should use FIA’s applicable Marketplace support process for matters involving:
delivery;
non-delivery;
wrong items;
damaged goods;
missing items;
service completion;
digital deliverables;
cancellations;
refunds; or
other order issues.
102. Fraud or Abuse
Suspected fraud, serious Marketplace abuse or manipulation may be reported through Report a Concern / Abuse.
103. Policy, Privacy and Legal Enquiries
Questions regarding this Standard or FIA’s broader legal and policy framework may be submitted through Policy, Privacy & Legal Enquiry.
104. Trust Centre
FIA’s broader policy and trust framework is available through the Trust Centre.
PART XXVIII — FINAL INTERPRETATION
105. Transaction-Specific Application
The treatment of a particular order may depend on:
identity of the Seller;
applicable offer;
fulfilment status;
accepted transaction terms;
Buyer and Seller evidence;
applicable warranty;
payment-provider rules;
applicable FIA policies; and
applicable law.
106. Marketplace Standard, Not a Guarantee
This Standard establishes FIA’s operating framework for order fulfilment, cancellations and refunds.
It does not guarantee:
that every cancellation request will be approved;
that every refund request will be approved;
that every dispute will be resolved in favour of one particular party;
that delivery will never be delayed; or
that an external financial institution will follow FIA’s Marketplace determination.
107. Preservation of Legal Rights
Nothing in this Standard is intended to remove, waive or restrict a legal right or remedy that applicable law does not permit to be removed, waived or restricted.
End of Marketplace Order, Fulfilment, Cancellation & Refund Standard — FIA-MKT-PUB-005 — Version 1.1