Dispute Resolution Policy

Effective Date: July 21, 2026 Version: 2.0.0

1. Introduction

Ventrix Marketplace facilitates transactions between buyers and independent merchants. While we strive to ensure smooth experiences for all parties, disputes can arise. This policy explains how we handle complaints, disputes, and claims on the Platform.

2. How to Raise a Dispute

If you have a problem with an order, such as receiving incorrect, damaged, or missing items, you should first attempt to resolve the issue directly with the merchant. You can contact the merchant through the order tracking page or using the contact information in your order confirmation email.

If you cannot reach the merchant, or if they are unwilling to resolve the issue, you may contact Ventrix support at support@ventryman.com with the following:

• Your order number
• Your phone number (as used when placing the order)
• A description of the problem
• Any supporting evidence, such as photos of damaged goods or screenshots of relevant conversations

3. Dispute Window

A dispute must be raised within 7 days of the order being marked as completed. After this window closes, Ventrix cannot freeze the escrow funds or intervene in the transaction, and the merchant's payout will proceed normally. We strongly encourage buyers to inspect their goods promptly upon receipt.

4. What Happens When a Dispute is Opened

When a dispute is received and deemed credible, Ventrix will:

1. Freeze the relevant escrow disbursement so that funds cannot be paid to the merchant during the investigation.
2. Notify the merchant by email that a dispute has been raised and give them an opportunity to respond.
3. Review evidence from both parties, including delivery verification records, order history, and any communication logs.
4. Aim to reach a resolution within 5 business days of receiving complete information from both parties.

5. Possible Outcomes

Based on the investigation, Ventrix may:

• Rule in favour of the buyer: If evidence supports the buyer's claim, the buyer receives a full or partial refund and the merchant's payout is reduced accordingly. The 1.95% payment processing fee is non-refundable in all cases.
• Rule in favour of the merchant: If evidence shows delivery was completed correctly, the hold is lifted and the merchant's payout proceeds.
• Reach a partial settlement: In cases where both parties share responsibility, Ventrix may offer a split resolution.

Ventrix's dispute decisions are final at the platform level. Either party may seek further recourse through applicable legal channels.

6. What Ventrix Does Not Cover

Ventrix does not cover disputes arising from:

• Buyer's remorse (a change of mind after receiving the correct items as ordered).
• Damage caused by the buyer after delivery.
• Orders placed with incorrect delivery information provided by the buyer.
• Disputes raised more than 7 days after the order was marked as completed.
• Transactions conducted outside of the Ventrix Marketplace platform.

7. Merchant Right of Reply

Merchants who receive a dispute notification have 48 hours to respond with their account of events and any supporting evidence. If a merchant does not respond within 48 hours, Ventrix reserves the right to resolve the dispute in the buyer's favour based on available evidence.

8. Fraud and Bad Faith Claims

Making a dispute claim that is knowingly false or misleading is a serious breach of our Terms. Buyers found to have submitted fraudulent claims will have their accounts suspended and may be held liable for damages caused to the merchant. Ventrix may report fraudulent claims to the relevant authorities.

9. Contact

To raise a dispute or get help with an order issue, contact us at support@ventryman.com.