Dispute Resolution and Returns Policy

DRAFT v0.1 — 19 August 2026 — prepared for review by qualified counsel; not yet in force.

Key points (summary only — not binding; the numbered clauses prevail)

• The Buyer inspects on arrival. The inspection window is a term of the Deal — the Buyer proposes it, the Seller accepts it with the price, and it is capped at [10] days; it runs from confirmed arrival, and a dispute must be opened in the Deal room before it closes.
• Valid grounds are "significantly not as described" (SNAD) issues: wrong part or serial number, materially wrong condition code, missing or invalid trace documents (8130-3 / Form 1 / NIS / back-to-birth), undisclosed incident involvement or life-limit exhaustion, quantity shortfall, transit damage (allocated per Incoterms) and export or regulatory non-compliance.
• Process: open a case with evidence (photos including the data plate, documents); the Seller has [5] business days to respond; Vistason reviews and decides within [10] business days of the file being complete.
• Possible outcomes: release to the Seller, partial refund, full refund with return at the Seller's cost, replacement, or escalation.
• While a dispute is open, the disputed funds stay in the Settlement Account. If the inspection window simply runs out with no word from the Buyer, nothing is paid automatically — the order goes to Vistason for a release decision. Returns follow an RMA process; who pays depends on the outcome.
• Both parties must act in good faith, cooperate, and meet evidence standards; abusing the dispute process has consequences.
• Vistason's decision is binding for the release or return of the settlement funds; either party may still escalate to [ARBITRATION PROVIDER] or the courts per the Terms.
• Material is sold "as is" as to condition, but the Seller warrants the accuracy of the description, condition code, trace documents and title. Business-to-business only: no consumer withdrawal rights.

1. Scope

1.1 This Dispute Resolution and Returns Policy (the "Policy") governs disputes between a Buyer and a Seller arising from a Deal concluded on the Vistason Platform, operated by PostReach AI Limited ("Vistason"), and the return of material where a dispute outcome requires it. It forms part of the Vistason Terms of Service (the "Terms") and must be read with the Settlement and Payments Terms, the Acceptable Use Policy and the Export Control and Sanctions Policy. Capitalised terms not defined here have the meaning given in the Terms.

1.2 This Policy applies only to disputes about the performance of a Deal (the material delivered, its documents and its delivery). It does not cover: disputes between a user and Vistason about the Platform itself (governed by the Terms); claims between the parties unrelated to a Platform Deal; or matters reserved to the Export Control and Sanctions Policy or the KYC/AML Policy (although a compliance hold may run in parallel).

1.3 The sale contract is between Seller and Buyer. Vistason acts as case manager and, as the marketplace operator holding the settlement funds pending the Seller's performance and the Buyer's acceptance, gives effect to its own determination by releasing those funds to the Seller or returning them to the Buyer. Vistason is not a bank or a payment institution, and does not hold the funds as agent or trustee for either party; nor is it an arbitrator, court or insurer. Its decision under this Policy binds the parties only as set out in clause 8.

1.4 The Platform is for businesses only; consumer dispute and withdrawal rights do not apply. Material is sold "as is" as to condition, but under the Terms the Seller warrants the accuracy of its description, condition code, trace documents and title — this Policy enforces those warranties.

2. Inspection window

2.1 The Buyer must inspect the material and its documentation promptly on arrival. The inspection period is a term of the Deal: the Buyer proposes it in its offer and the Seller accepts it together with the price, subject to a maximum of [10] days (the "Inspection Window"). The Inspection Window runs from confirmed arrival of the material — the Buyer confirming receipt in the Deal room, or Vistason recording confirmed arrival on the carrier's evidence (the "Arrival Confirmation"), as defined in the Settlement and Payments Terms. The Buyer may open a dispute in the Deal room at any time before the Inspection Window closes.

2.2 If no dispute is opened before the Inspection Window closes, the material is deemed accepted as between Buyer and Seller. Expiry of the Inspection Window does not of itself release the settlement funds: the Deal is placed before Vistason for a release decision, and the funds reach the Seller only when Vistason releases them. Deemed acceptance does not extinguish claims for defects that could not reasonably have been discovered by a competent incoming inspection within the Inspection Window (for example falsified trace documentation discovered later); such claims are handled under clause 8.6 and the Terms.

2.3 Where incoming inspection of specific material (for example engines and modules requiring borescope or shop inspection) cannot reasonably be completed within the maximum Inspection Window, the Buyer should propose the longest window available when it makes its offer, and may ask Vistason in the Deal room, before the window closes, to withhold release until the inspection is complete; Vistason decides whether to withhold release. Any longer examination period the parties agree between themselves binds them under their sale contract but does not extend the Inspection Window.

3. Grounds for a dispute

3.1 A dispute may be opened where the delivered material or its documents are significantly not as described ("SNAD") or delivery is otherwise non-conforming, including:

(a) Wrong part or serial number — the part number or, for serialised parts, the serial number does not match the Deal (including data-plate discrepancies);

(b) Condition code materially wrong — the actual condition does not correspond to the listed code (NE, NS, OH, SV, AR, RP) — for example a unit sold as OH that shows evidence of being AR;

(c) Missing or invalid trace documents — release certificates (FAA 8130-3 / EASA Form 1), non-incident statement (NIS), back-to-birth records for life-limited parts, or other documents promised in the Deal are missing, incomplete, expired, inapplicable to the delivered unit, altered or otherwise invalid;

(d) Undisclosed incident/accident involvement or life-limit exhaustion — the material was involved in an incident or accident not disclosed in the listing, or life-limited parts have materially less life remaining than stated (or none);

(e) Quantity shortfall — fewer units, or a lower usable quantity, than the Deal specifies;

(f) Damage in transit — physical damage occurring in carriage, allocated according to which party bore risk under the applicable Incoterms rule (under EXW, risk generally passes to the Buyer on making the goods available at the Seller's location; transit damage is then primarily a matter between the Buyer and the carrier/insurer, but the case process may still be used to establish when the damage occurred and whether packaging by the Seller was inadequate);

(g) Export or regulatory non-compliance — the material cannot lawfully be delivered, imported or used as contemplated by the Deal because of a breach by the Seller of the Export Control and Sanctions Policy or of a regulatory requirement it was responsible for (for example undeclared dangerous goods, missing export declarations it owed under the Incoterms rule).

3.2 The following are not valid grounds: change of mind or no longer needing the part; market price movements; matters clearly disclosed in the listing or Deal (including photographed damage and disclosed document gaps); normal characteristics of the condition code purchased (for example an AR unit requiring shop work); and defects arising after risk passed to the Buyer, other than under clause 3.1(f).

4. Process

4.1 Opening a case. The Buyer opens a dispute case in the Deal room within the Inspection Window, identifying the affected units, the ground(s) under clause 3.1, the remedy sought, and evidence per clause 9 (photos including the data plate, document copies, receiving reports). A case may cover part of a Deal; unaffected units proceed normally.

4.2 Seller response. The Seller must respond in the case within [5] business days: accept the claim (proposing a remedy), reject it (with evidence), or propose a resolution (for example a price reduction or replacement). Silence after a reminder is treated as non-contested and Vistason may decide on the file.

4.3 Party resolution. The parties are encouraged to resolve the case directly in the Deal room at any time. A resolution both parties confirm in the case is binding and Vistason gives effect to it in the Settlement Account.

4.4 Vistason review. If the parties do not resolve the case, Vistason reviews the file, may request further evidence, clarifications or an independent inspection (clause 9.3), and may hold a call with the parties. Vistason issues a written decision in the case within [10] business days of the file being complete.

4.5 Possible outcomes. The decision selects one or a combination of: (a) release — the claim is not substantiated; the settlement funds are released to the Seller; (b) partial refund — a price reduction reflecting the non-conformity; the balance is released to the Seller; (c) full refund with return — the Deal (or the affected units) is unwound; the Buyer returns the material per clause 5 at the Seller's cost and receives a full refund of the price for the affected units, and the fee treatment in the Fee Schedule applies; (d) replacement — the Seller supplies conforming material or documents within a stated period, with the settlement funds held until conformity is confirmed; or (e) escalation — the case is unsuitable for Platform resolution (for example complex technical causation, fraud allegations or values exceeding [AMOUNT]) and the parties are referred to clause 8.5, with the settlement funds handled per clause 6.3.

5. Return logistics

5.1 RMA. Where an outcome requires a return, Vistason issues a return merchandise authorisation ("RMA") in the case, stating the units, the return address (the Seller's designated facility), the deadline for dispatch ([10] business days from the RMA unless stated otherwise) and the documentation to accompany the return (including the original trace documents, certifications and removal tags, which must be returned with the unit).

5.2 Packaging and carriage. The Buyer must pack the material properly for the mode of transport (using the original packaging where available), insure the return where directed by the RMA, and use a tracked carrier or forwarder. Risk in return transit is borne by the party paying for the return under clause 5.4, unless the RMA states otherwise.

5.3 Dangerous goods and customs. Returns of dangerous goods must comply with IATA DGR / ADR / IMDG as applicable. For cross-border returns, the parties must cooperate on export and re-import formalities (including any returned-goods relief or temporary-admission procedures and export-control requirements); the party paying for the return under clause 5.4 bears customs costs of the return unless the RMA states otherwise. Nothing in this clause permits a return to or through a restricted destination under the Export Control and Sanctions Policy.

5.4 Who pays. Return freight, insurance, packaging and customs costs follow the outcome: for a full refund with return or a replacement caused by the Seller's non-conformity, the Seller pays (by prepaid label/carrier account, or by reimbursement deducted from the settlement funds); where a case is rejected but the parties nonetheless agree a goodwill return, the Buyer pays unless agreed otherwise; for transit damage where risk lay with the Buyer, the Buyer bears the cost and pursues the carrier/insurer.

5.5 Condition of return. The Buyer must return the material in the condition received, unused and uninstalled except to the extent inspection reasonably required (for example opening sealed packaging or standard receiving tests), with all documents received. Material returned incomplete, further damaged by the Buyer, or without its documents may result in an adjusted refund.

6. Settlement funds during disputes

6.1 Opening a case before the Inspection Window closes suspends release of the settlement funds for the affected units, as set out in the Settlement and Payments Terms, and stops the shipping and inspection clocks for those units while the case is open. Funds for unaffected units may be released.

6.2 On a decision or agreed resolution, Vistason releases or returns the settlement funds accordingly. For a full refund with return, the funds are returned when the Seller confirms receipt of the return, or [5] business days after the carrier's proof of delivery of the return without objection, whichever is earlier (see the Settlement and Payments Terms, clause 8.2).

6.3 Where a case is escalated under clause 4.5(e) or challenged under clause 8.5, the disputed funds remain in the Settlement Account until the parties agree in writing, or a court or arbitral tribunal orders, how they are to be paid — subject to the [PAYMENT SERVICES PROVIDER]'s terms and any legal limits on the duration of holds ([HOLD LIMIT PLACEHOLDER]).

7. Good faith, cooperation and abuse

7.1 Both parties must conduct the dispute honestly and in good faith: state facts accurately, disclose relevant documents even where unhelpful to their position, respond within the deadlines, preserve the material and evidence, and refrain from abusive conduct (see the Acceptable Use Policy).

7.2 The Buyer must preserve the disputed material unaltered (no installation, teardown, repair or resale) until the case closes, except as agreed for inspection. The Seller must not pressure the Buyer to withdraw a case as a condition of unrelated business.

7.3 Abuse of disputes — including fabricated or exaggerated claims, doctored evidence, opening disputes to renegotiate price after market movements, or systematically disputing deals — is a material breach of the Terms and the Acceptable Use Policy, and may lead to reversal of outcomes, liability for the other party's costs, enforcement measures up to termination, and reporting where fraud is suspected.

8. Decisions, finality and escalation

8.1 Vistason decides on the balance of the evidence in the case file, applying the Deal terms, the Terms, this Policy and the listing standards.

8.2 Vistason's decision is final and binding as to the release or return of the settlement funds: both parties irrevocably authorise Vistason to release, release in part, or return those funds in accordance with it, and neither party will hold Vistason or the [PAYMENT SERVICES PROVIDER] liable for acting on it in good faith.

8.3 The decision does not otherwise determine the parties' legal rights. Either party remains free to pursue the underlying claim against the other.

8.4 A party may ask Vistason to reconsider within [5] business days of the decision, only on the basis of material evidence that could not reasonably have been provided earlier. One reconsideration per case.

8.5 Escalation. Disputes not resolved under this Policy, challenges to an outcome, and claims exceeding the scope of this Policy may be referred to [ARBITRATION PROVIDER — seat, rules, language placeholder] or to the courts, as provided in the dispute-resolution clause of the Terms and the sale contract. Settlement funds for escalated cases are handled under clause 6.3.

8.6 Claims made after the settlement funds have been released (including latent documentation fraud discovered later) are direct claims between Buyer and Seller; Vistason may facilitate as described in the Settlement and Payments Terms (clause 8.5) but is not obliged to reopen the case.

9. Evidence standards

9.1 Evidence must be contemporaneous, legible and traceable to the unit concerned. Expected evidence includes: photos of the unit including the data plate and of packaging and shipping damage where relevant; copies of the trace documents received versus promised; the receiving/inspection report; carrier documentation (AWB/POD, damage reservations noted at delivery); and, for documentation claims, the specific defect identified (missing signature, wrong PN/SN on the certificate, broken back-to-birth chain).

9.2 Photographs and documents must be unedited apart from format conversion; metadata should be preserved where possible. Submitting altered evidence is abuse under clause 7.3.

9.3 Vistason may, with the parties' agreement or where the case value justifies it, commission an independent inspection or documentation review; costs are advanced as Vistason directs and finally allocated against the losing position in the decision.

10. Records

10.1 The full case file — submissions, evidence, communications, decisions and the resulting releases and returns of settlement funds — is retained with the transaction records for [10] years, as described in the Privacy Policy, and may be used in enforcement, escalation proceedings and regulatory reporting.

11. Timelines table

12. Changes

12.1 Vistason may amend this Policy on at least [30] days' notice through the Platform or by email; the version in force when a Deal is created applies to that Deal. This Policy is governed by the law of [SPAIN] and subject to the venue and dispute-resolution provisions of the Terms.