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ALOVA CANADA - COMPLIANCE REVIEW & POLICY

(Buyer Protection, Returns, Delivery, Disputes & Vendor Obligations)

Last Updated: [2026-01-11]

1. MASTER BUYER PROTECTION, RETURNS & DISPUTE RESOLUTION POLICY

1.1 Purpose & Legal Positioning

This policy governs buyer protection, returns, refunds, and dispute handling on ALOVA Canada.

It is designed to:

  • Comply with applicable Canadian consumer protection laws
  • Define responsibilities between ALOVA and Vendors
  • Provide structured dispute resolution mechanisms

Nothing in this policy waives or limits any non-excludable statutory rights under applicable law.

1.2 Marketplace Role Disclosure

ALOVA Canada operates as a technology platform and marketplace facilitator.

ALOVA:

  • Is not the seller of goods or services unless explicitly stated
  • Does not take ownership of inventory
  • Does not guarantee vendor performance

Vendors remain fully responsible for:

  • Product quality
  • Service delivery
  • Returns and refunds (non-shipping issues)

1.3 Three-Lane Responsibility Model (Critical Structure)

🔹 A) Platform Issues (ALOVA Responsible)

ALOVA handles:

  • Duplicate charges
  • Payment processing errors
  • Platform bugs affecting transactions
  • Delivery protection claims (shipping loss/damage)

🔹 B) Vendor Issues (Vendor Responsible)

Vendors handle:

  • Product quality and accuracy
  • Returns and exchanges
  • Refund approvals
  • Cancellations
  • Service fulfillment

🔹 C) Legal Rights (Non-Waivable)

Buyers retain all rights under:

  • Provincial consumer protection laws
  • Sale of Goods legislation
  • Applicable federal regulations

1.4 Buyer Rights

Buyers may seek remedies where:

  • Item is defective, unsafe, or not as described
  • Service is not delivered as agreed
  • Order is not delivered within a reasonable timeframe

Timeframe:

  • Standard: within 7 calendar days of delivery
  • Subject to statutory rights where longer periods apply

1.5 Time Limits (Risk-Controlled)

  • Shipping-related issues → 48 hours reporting window
  • Vendor-related issues → 7 days (minimum baseline)
  • Legal rights → as required by law

👉 This structure is enforceable and reduces abuse.

1.6 Dispute Resolution Process (Mandatory Flow)

Step 1 — Buyer contacts Vendor

Step 2 — Vendor responds within 3–7 business days

Step 3 — Escalation to ALOVA

Step 4 — Platform review (non-binding facilitation)

Step 5 — External remedies (if unresolved)

1.7 Chargeback Precondition

Where permitted by law:

Buyers must first attempt resolution through ALOVA’s internal dispute process before initiating a chargeback.

1.8 Platform Authority

ALOVA may:

  • Reject abusive, repetitive, or bad-faith claims
  • Limit or suspend accounts
  • Request evidence before processing claims

1.9 Limitation of Liability

To the maximum extent permitted by law:

  • ALOVA is not liable for vendor conduct, product defects, or service failures
  • ALOVA is not liable for indirect, incidental, consequential, or punitive damages
  • ALOVA’s total liability is limited to fees paid to ALOVA in connection with the transaction

2. DELIVERY PROTECTION POLICY

2.1 Coverage Scope

ALOVA provides delivery protection on eligible shipments processed through partners such as Shippo.

Covered:

  • Lost shipments
  • Damaged goods in transit
  • Stolen deliveries (where applicable)

2.2 Claim Process

  • Buyer must report within 48 hours
  • Evidence required (photos, delivery info, etc.)
  • ALOVA may:
    • Replace item
    • Issue refund

2.3 Exclusions

Not covered:

  • Change of mind
  • Incorrect size/fit
  • Buyer preference
  • Delivery delays (unless tied to loss/damage)
  • Perishable goods (unless eligible under transit damage)

2.4 Platform Position

Delivery protection:

  • Does not replace vendor return policies
  • Is a logistics risk mitigation mechanism only

3. VENDOR POLICY ADDENDUM (MANDATORY)

3.1 Return & Refund Policy Requirement

All Vendors must:

  • Publish a Return & Refund Policy in their store dashboard
  • Maintain clear and accurate policy disclosures before checkout

3.2 Minimum Standards

Vendors must:

  • Offer minimum 7-day return window (non-perishable items)
  • Clearly define:
    • Return eligibility
    • Refund conditions
    • Shipping responsibility

3.3 Vendor Liability

Vendors are responsible for:

  • Product defects
  • Misrepresentation
  • Customer dissatisfaction (where applicable)
  • Refund processing

3.4 Chargeback Cooperation

Vendors must:

  • Maintain transaction and fulfillment records
  • Respond to evidence requests
  • Cooperate with payment processors

Failure may result in:

  • Payout holds
  • Account suspension

4. CHARGEBACK & ABUSE POLICY

4.1 Buyer Obligations

Buyers must:

  • Use internal dispute resolution first (where legally permitted)
  • Provide accurate and honest claims

4.2 Abuse Prevention

ALOVA may reject:

  • Repetitive claims
  • Fraudulent claims
  • Bad-faith disputes

4.3 Enforcement Actions

ALOVA may:

  • Restrict accounts
  • Block refunds
  • Suspend platform access

4.4 Vendor Financial Responsibility

Vendors bear:

  • Chargeback fees
  • Financial loss tied to their transactions
  • Liability for product-related disputes

5. TERMS CROSS-REFERENCE (CRITICAL FOR UX + LEGAL)

5.1 Checkout Notice (Required)

At checkout:

“Shipping includes service and delivery protection. Product returns and refunds are handled by each vendor according to their policies. Your statutory rights are not affected.”

5.2 Vendor Page Notice

On each vendor store:

“Returns and refunds are governed by this vendor’s policy. ALOVA provides delivery protection for shipping-related issues only.”

5.3 Platform Footer Legal Link

Include:

  • Buyer Protection Policy
  • Vendor Agreement
  • Terms of Service