Dispute Policy · RideAuction

RIDEAUCTION CANADA — DISPUTE POLICY This policy explains how a buying dealership raises a problem with a RideAuction Canada purchase and how RideAuction resolves it. It forms part of the RideAuction Canada Terms of Bidding and Sale. ──────────────────────────────────────── 1. WHAT CAN BE DISPUTED ──────────────────────────────────────── 1.1 A buyer may raise a dispute when a unit is materially different from its lot record — the seller's disclosures, the photos, any dealer-provided inspection information or any RideAuction condition report — or when there is a problem with its documents or delivery. 1.2 The dispute categories are: ──────────────────────────────────────── 2. WHEN TO RAISE A DISPUTE ──────────────────────────────────────── 2.1 A dispute must be opened within the filing window, counted from the starting point below. The purchase page shows the last day. 2.2 Before the starting point has happened, a dispute can be opened at any time. 2.3 After the deadline, a dispute can no longer be opened online. The buyer may still contact RideAuction. 2.4 A dispute cannot be opened on a cancelled sale, or while another dispute on the same sale is open. ──────────────────────────────────────── 3. HOW A DISPUTE IS HANDLED ──────────────────────────────────────── 3.1 The buyer opens the dispute from the purchase, chooses a category, describes how the unit differs and what it asks for, and adds photos and documents. A draft is not shown to the seller until the buyer submits it. 3.2 Each piece of evidence states who may see it: both parties, or only the party that added it and RideAuction. Evidence is never deleted once added. 3.3 The seller is notified and responds — accepting, partly accepting or disputing the claim — with its explanation and evidence, within the response time. 3.4 RideAuction reviews the claim, the response and the sale's records: the lot record, inspection information, any RideAuction condition report, title and release records, payments and, for RideAuction deliveries, the carrier's pickup and delivery inspections and photos. RideAuction may ask either party for more evidence and may order a post-sale inspection. ──────────────────────────────────────── 4. DECISION ──────────────────────────────────────── 4.1 RideAuction records a decision with its reasons. The outcome may be: no adjustment; a credit note; a refund; cancellation of the sale while the unit has not been released; or another documented resolution. 4.2 Any money change is recorded through credit notes, refunds or settlement adjustments. An issued invoice is never changed. 4.3 A RideAuction decision resolves the dispute on RideAuction's marketplace. ──────────────────────────────────────── 5. HOLDS DURING A DISPUTE ──────────────────────────────────────── 5.1 While a dispute is open, RideAuction may put the sale on hold, which pauses release and settlement until the dispute is decided. END OF DRAFT. ──────────────────────────────────────── PROPOSED DECISIONS AND PUBLICATION HOLDS ──────────────────────────────────────── PROPOSED / DEMO DECISIONS — NOT APPROVED OR IN EFFECT Proposed enabled dispute categories, limited to those the application supports: undisclosed damage; mechanical condition; title/ownership document issue; mileage or hours discrepancy; missing parts/accessories; incorrect unit or identity; delivery damage; other material mismatch with the Lot record. The filing window proposal is 14 calendar days from delivery confirmation for RideAuction-arranged delivery, or from documented pickup/release for other collection. Where no completion timestamp exists, the in-product clock does not begin until the applicable event is recorded. Seller response target is 5 calendar days after notice. These values must be matched to Admin → Disputes policy settings before the online workflow is enabled. The in-product deadline controls only access to this optional platform process; it does not waive statutory rights, legal limitation periods, fraud claims or rights that cannot lawfully be waived. A filed dispute should include the Unit/Lot, selected category, specific difference, requested resolution and available photos/documents. Each evidence item is visibility-scoped and remains in the record. The seller may accept, partly accept or contest with evidence. Admin may request more information, place an audited hold, and record a reasoned marketplace outcome using existing no-adjustment, credit, refund, pre-release cancellation or other documented controls. Issued invoices are corrected through credit/void records, never edited in place. The Admin outcome is an operational decision about RideAuction marketplace records, not binding arbitration, legal advice or a replacement for court/regulator rights. Proposed internal escalation: a party may request one reconsideration within 5 calendar days by submitting material new evidence; if the deployed workflow does not support a separate appeal state, this remains a support/admin review request and must not be presented as a formal appeal right. No mediation/arbitration is created by this proposal. Reserve Fee disputes follow Fees: assessment is held for an interrupted, disputed or uncertain auction result; authorized staff may correct an erroneous obligation or issue a ledger credit after a recorded review. A dispute does not automatically create a fee or a refund.