ROOTSY MARKETPLACE INC.

REFUND & DISPUTE RESOLUTION POLICY

Effective Date: November 01, 2025

Last Updated: November 01, 2025

Governing Law: Province of Ontario and the laws of Canada

applicable therein

1. PURPOSE

This Refund & Dispute Resolution Policy explains how

returns, refunds, and disputes are handled for purchases made on Rootsy

Marketplace Inc. (“Rootsy,” “we,” “our,” or “us”).

Rootsy operates as an online marketplace connecting

independent Canadian sellers with buyers and coordinating logistics through

third-party partners.

Because products are sold and shipped by independent

sellers, Rootsy facilitates but does not directly process returns or refunds.

2. SELLER RETURN OPTIONS

Each seller on Rootsy selects one of the following return

structures for their store.

A standard return policy, which allows buyers to request a

return within 15 days of delivery.

A non-returnable policy for final-sale items, which must be

clearly marked as non-returnable on the product page and order summary.

If a seller does not clearly state a return policy, the

standard 15-day return policy applies by default.

3. BUYER ELIGIBILITY FOR RETURNS

A buyer may request a return within 15 days of delivery if

the item was received damaged, defective, or not as described, or if the

seller’s store policy allows returns for other reasons.

Returned items must be unused, in original packaging, and

accompanied by proof of purchase.

Approved returns must be shipped back to the seller within 7

days of return approval.

4. NON-RETURNABLE ITEMS

Certain items are generally non-returnable unless defective

or damaged.

This includes perishable goods such as food, beverages,

plants, or flowers, custom or personalized items, personal care or hygiene

products, hazardous or flammable materials, and digital or downloadable

products.

Sellers may define additional non-returnable categories,

provided they are clearly disclosed before purchase.

5. RETURN PROCESS

To request a return, the buyer must submit a return request

through their Rootsy account, including a reason and supporting information

where applicable.

The seller must respond to the return request within 48

hours by approving, rejecting, or offering an alternative resolution.

If a return is approved, a return shipping label may be

generated through Rootsy’s logistics partners.

If the item is defective or incorrect, the seller is

responsible for return shipping.

If the return is due to buyer preference, return shipping is

typically the buyer’s responsibility unless otherwise stated by the seller.

6. REFUNDS WITHOUT RETURN

In some cases, a refund may be issued without requiring the

product to be returned.

This may apply where the item is low-value, perishable,

damaged beyond return, or where return shipping costs exceed the value of the

product.

Such refunds are issued at the discretion of the seller or

Rootsy.

7. REFUND PROCESSING TIME

Once a refund is approved, it is processed to the original

payment method.

Processing times vary by payment provider but typically

range from 5 to 10 business days.

Rootsy’s portion of shipping or service fees is generally

non-refundable.

8. DISPUTE RESOLUTION

If a buyer and seller are unable to resolve an issue

directly, the dispute may be escalated to Rootsy’s Resolution Centre.

Rootsy will review relevant evidence, including messages,

photos, tracking information, and seller policies.

A decision is typically issued within 5 to 7 business days.

Rootsy may authorize a full or partial refund, release funds

to the seller, or propose an alternative resolution.

Rootsy’s decision in escalated disputes is final and

binding.

9. LOST OR DAMAGED SHIPMENTS

If an order is lost or damaged in transit, the seller should

initiate a support request through Rootsy.

Rootsy may assist with claim coordination through logistics

partners.

Compensation is determined based on the carrier’s insurance

terms and coverage.

10. FRAUD, CHARGEBACKS & ABUSE

Rootsy monitors for fraudulent activity, excessive returns,

or chargeback abuse.

Rootsy may temporarily withhold funds, limit refund

eligibility, suspend accounts, or terminate access where abuse or fraud is

identified.

Sellers must cooperate with any investigation by providing

requested documentation.

11. COMMUNICATION REQUIREMENTS

All refund and dispute communications must occur through

Rootsy’s messaging or Resolution Centre.

Off-platform communication may limit buyer protections and

Rootsy’s ability to mediate disputes.

12. ROOTSY’S ROLE & LIABILITY

Rootsy acts as a platform operator, payment facilitator,

logistics coordinator, and neutral dispute mediator.

Rootsy does not manufacture, own, or control listed

products.

Rootsy’s liability under this Policy is limited to the

transaction fees earned from the order giving rise to the dispute.

13. GOVERNING LAW

This Policy is governed by the laws of Ontario, Canada.

Disputes not resolved through Rootsy’s Resolution Centre are

subject to the dispute resolution provisions set out in Rootsy’s Terms &

Conditions.

14. CHANGES TO THIS POLICY

Rootsy may update this Policy at any time.

Continued use of the Platform after updates are posted

constitutes acceptance.

15. CONTACT INFORMATION

Rootsy Marketplace Inc.

Email: support@rootsy.ca