Dispute Resolution & Payment Reversal Policy

DISPUTE RESOLUTION & PAYMENT REVERSAL POLICY Effective Date: January 1st, 2026 Governing Law: Nevada, USA Last Updated: May 11th, 2026 This Dispute Resolution & Payment Reversal Policy (“Policy”) forms part of the Shobbl Terms of Use and governs the handling of payment disputes, refunds, and chargebacks relating to transactions conducted through the Shobbl Platform. 1. Purpose of This Policy This Policy establishes the procedures governing the investigation, management, and resolution of payment-related disputes on the Shobbl Platform. The objectives of this Policy are to: • Provide a structured, transparent, and fair framework for resolving disputes relating to transactions conducted on the platform • Reduce fraud, abuse, and unauthorized payment reversals, including chargebacks initiated through financial institutions • Ensure compliance with applicable financial regulations, card network rules, and payment processor requirements • Protect creators, users, and marketplace participants from unjustified payment reversals and fraudulent claims • Promote the fair resolution of disputes involving digital goods, services, subscriptions, and other platform transactions • Establish clear escalation procedures for unresolved disputes prior to any formal dispute resolution mechanism, including arbitration where applicable under the Shobbl Terms of Use 2. Scope This Policy applies to disputes relating to payments and financial transactions conducted through the Shobbl Platform, including but not limited to: • Purchases of creator content, digital goods, digital services, or other paid offerings • Digital Asset Store purchases or asset licensing transactions • Digital licensing or paid content access transactions • Subscription payments and recurring billing charges • Platform service fees or transaction fees • Advertising marketplace payments, sponsorships, or promotional transactions • Creator payouts, revenue distributions, or payment adjustments • Chargebacks, reversals, or payment disputes initiated through financial institutions or payment processors • Claims involving fraudulent, unauthorized, or improperly processed transactions 3. Definitions Chargeback A reversal of a completed payment initiated by a cardholder through their financial institution, card network, or payment processor. Payment Dispute A claim submitted by a user alleging that a transaction was: • unauthorized • fraudulent • incorrectly billed or charged in error • not delivered, not accessible, or materially different from what was represented at the time of purchase Platform Investigation An internal review conducted by Shobbl to evaluate a reported Payment Dispute, including verification of the transaction, review of relevant account activity, and determination of whether the transaction complies with applicable platform policies and payment processing rules. Creator A user who offers, sells, licenses, or otherwise distributes digital content, assets, services, or other monetized offerings through the Shobbl Platform. 4. Internal Resolution Requirement Before initiating a chargeback or payment dispute with a financial institution or payment processor, users are encouraged to first attempt to resolve the matter through Shobbl’s internal support and dispute resolution process. Users must submit a dispute request through the platform’s designated support channels within 30 days of the transaction date, unless a longer period is required under applicable law. Failure to attempt internal resolution prior to initiating a chargeback or external payment dispute may, in cases of abuse or repeated misuse of the dispute process, be considered a violation of platform policies. In such circumstances, Shobbl may take appropriate enforcement actions, including: • temporary suspension or restriction of account privileges • removal or suspension of monetization access • restriction or denial of future purchases or transactions • permanent account suspension or termination in cases of repeated or abusive conduct 5. Dispute Submission Process To initiate a Payment Dispute, users must submit a request through the platform’s designated support channels and provide sufficient information to allow Shobbl to review the transaction, including where available: • account identifier or account email associated with the transaction • transaction ID or order reference number • date of purchase or transaction • description of the issue or reason for the dispute • supporting documentation or evidence, where applicable Shobbl may request additional information or documentation as reasonably necessary to investigate the dispute, including but not limited to: • purchase receipts or billing records • communications between the buyer and creator • proof of delivery, download, or account access logs • identity verification or account authentication where fraud or unauthorized activity is suspected Failure to provide reasonably requested information may delay the investigation or result in denial of the dispute where the claim cannot be adequately verified. 6. Platform Review Process Upon receipt of a properly submitted Payment Dispute, Shobbl will conduct an internal review to evaluate the claim. This review may include, where applicable: • verification of the transaction and associated billing records • verification of content delivery, download activity, or account access logs • fraud detection and risk assessment checks • requests for clarification or response from the creator involved in the transaction • review of compliance with applicable platform policies and listing representations Shobbl will make commercially reasonable efforts to complete its review within 5–15 business days, although complex disputes or cases requiring additional documentation may require additional time. During the investigation, Shobbl may temporarily place a hold on associated funds, including pending creator payouts or account balances, where reasonably necessary to facilitate dispute resolution, prevent fraud, or comply with payment processor, financial institution, or regulatory requirements. 7. Possible Dispute Outcomes Following completion of the Platform Investigation, Shobbl may determine one or more of the following outcomes: A. Refund Approval Refunds may be issued where: • unauthorized or fraudulent transactions are confirmed • purchased content, services, or access were not delivered or made available as represented • technical errors or platform malfunctions resulted in duplicate or incorrect charges B. Dispute Denial A dispute may be denied where evidence reasonably indicates that: • the purchased content, service, or access was delivered as described • the user successfully accessed, downloaded, or used the purchased content • the dispute arises from user error, misuse, or misunderstanding of the product or service description C. Partial Resolution Shobbl may issue a partial refund, account credit, or other adjustment where partial delivery, access, or usage of the purchased content or service has occurred. D. Account Enforcement Where a dispute involves abuse, fraud, or violation of platform policies, Shobbl may take appropriate enforcement actions, including: • suspension or restriction of user accounts • revocation of platform access or monetization privileges • recovery or offset of funds owed to creators where permitted under applicable policies and applicable law • reporting of suspected fraudulent activity to payment processors, financial institutions, or appropriate authorities where required or permitted by law 8. Chargeback Policy Users retain the right to initiate a chargeback or payment dispute through their financial institution or payment processor in accordance with applicable law and card network rules (such as those of Visa or Mastercard). However, users are encouraged to first attempt to resolve disputes through Shobbl’s internal dispute resolution process. Where a chargeback is initiated in connection with a transaction on the Shobbl Platform: • the associated account may be temporarily restricted while the dispute is under review • the transaction amount and any applicable fees may be deducted, offset, or withheld from creator payouts or account balances where permitted under applicable policies, payment processor requirements, and applicable law • the account holder may be responsible for applicable chargeback fees or administrative costs imposed by the payment processor, to the extent permitted by applicable law Shobbl reserves the right to contest chargebacks through the applicable payment processor, card network, or financial institution. In responding to chargebacks or payment disputes, Shobbl may submit relevant evidence reasonably necessary to respond to the dispute, including where applicable: • account login or authentication records • device identifiers or IP address records associated with the transaction • purchase confirmations or transaction records • download, delivery, access, streaming, or account access logs • communications between the platform and the user or creator relating to the transaction 9. Fraud Prevention Shobbl may use automated and manual fraud detection and risk monitoring systems to identify suspicious or potentially fraudulent activity on the platform, including but not limited to: • unusually rapid or high-volume purchasing patterns • repeated or excessive disputed transactions or chargebacks • abnormal or inconsistent account activity • identity verification inconsistencies or suspected account compromise Accounts or transactions flagged through fraud detection systems may be subject to appropriate preventative measures, at Shobbl’s reasonable discretion, including: • temporary payment holds or delayed payouts • identity or account verification requirements • transaction limits or purchasing restrictions • additional monitoring, account review, or temporary suspension where necessary These measures may be implemented where reasonably necessary to prevent fraud, protect users and creators, or comply with payment processor requirements, financial regulations, or applicable law. 10. Creator Protection Measures To help protect creators from abusive or fraudulent payment reversals, Shobbl may implement reasonable monitoring and verification measures, including: • requiring verification of delivery, download, or access to purchased content or services • logging content download, delivery, or account access events • retaining transaction, billing, and access records for dispute resolution and fraud prevention purposes • implementing dispute monitoring or thresholds for accounts that generate repeated disputes or chargebacks Where a user repeatedly initiates chargebacks or payment disputes that are reasonably determined to be abusive, fraudulent, or unsupported by available evidence, Shobbl may restrict or revoke the user’s ability to make future purchases or transactions on the platform, in accordance with applicable law. 11. Refund Policy Shobbl aims to provide a fair and transparent refund process for purchases made on the platform. Refund eligibility may vary depending on the type of transaction. Except where otherwise required by applicable law, the following refund rules apply. 11.1 Platform-Wide Refund Rules (Digital Products) For purchases of digital goods, downloadable content, licensed assets, games, digital services, or other one-time digital products, refunds may generally be requested within 14 days of purchase, provided that the content has not been substantially downloaded, accessed, consumed, or otherwise made available for use. Refunds may be granted where: • the content is defective or fails to function as reasonably described • the content materially differs from the listing description or representations • technical errors or platform malfunctions prevented access to the purchased content • duplicate or erroneous charges occurred Refunds may be denied where: • the content has been substantially downloaded, accessed, consumed, or otherwise made available for use • the refund request arises from user error or misunderstanding of the listing • the request constitutes abuse of the refund or dispute system Where appropriate, Shobbl may, at its reasonable discretion, issue partial refunds, service credits, or other adjustments. For users located in jurisdictions that provide statutory withdrawal rights for digital content purchases, those rights will apply unless the user has expressly consented to immediate delivery of the digital content and acknowledged that their withdrawal right will be waived once access begins, in accordance with applicable law. 11.2 Downloadable Asset Purchases For downloadable assets or files, refunds may not be available once the asset has been downloaded, accessed, or otherwise made available for download or use, except where required by applicable law or where the asset is defective or materially misrepresented. 11.3 Subscription-Based Content Creators offering subscription-based access to content or services may select a refund policy for their subscription offerings from the options made available through the platform. Creators may only select refund policies made available through the platform and must comply with applicable law and Shobbl platform policies. The selected refund policy will be displayed on the creator’s page and will apply to subscription purchases for that creator. Subscription refund policies may include options such as: • No refunds after billing • Refunds within a limited time after billing • Prorated refunds for unused subscription periods Regardless of the creator’s selected policy, Shobbl may, at its reasonable discretion, grant refunds where required by applicable law, or where technical errors, billing errors, or platform malfunctions occur. 11.4 Subscription Billing Adjustments Where refunds are available for subscription-based services, they may be issued as: • prorated refunds • service credits • cancellation of future billing cycles Subscription cancellations typically take effect at the end of the current billing period, unless otherwise specified by the creator or required by applicable law. 11.5 Abuse Prevention Refund requests or payment disputes that are reasonably determined to be fraudulent, abusive, or part of repeated misuse of the refund system may result in enforcement actions under Shobbl’s platform policies and applicable law. 12. Payment Holds Shobbl may temporarily place holds on funds associated with platform transactions where reasonably necessary, and at Shobbl’s reasonable discretion, to investigate disputes, mitigate fraud risk, or comply with applicable laws, regulations, or payment processor requirements, including but not limited to situations where: • a payment dispute or refund request is under investigation • a chargeback or payment reversal is pending • suspicious or potentially fraudulent activity has been detected • compliance, risk, or regulatory reviews are ongoing Payment holds may apply to creator payouts, user balances, or other funds associated with the relevant transaction. Holds will be maintained only for as long as reasonably necessary to complete the applicable review or satisfy applicable compliance obligations or payment processor rules. 13. Abuse of the Dispute System Users who repeatedly submit disputes or chargebacks that are reasonably determined to be fraudulent, abusive, or unsupported by available evidence may be subject to enforcement actions under Shobbl’s platform policies and applicable law. At Shobbl’s reasonable discretion, such enforcement actions may include: • suspension or termination of the user’s account • recovery or offset of improperly refunded funds where permitted under applicable law and platform policies • restriction or revocation of the user’s ability to make future purchases or transactions on the platform 14. Escalation to Formal Dispute Resolution If a dispute cannot be resolved through Shobbl’s internal dispute resolution process, the matter will be governed by the Dispute Resolution provisions set forth in the Shobbl Terms of Use, including any applicable: • arbitration requirements or procedures • jurisdiction and governing law provisions • class action waivers or limitations on collective proceedings In the event of any conflict between this Policy and the Dispute Resolution provisions of the Shobbl Terms of Use, the Terms of Use shall control. Nothing in this Policy limits any rights or remedies available under applicable law. 15. Policy Updates Shobbl may update or modify this Policy from time to time, at its discretion, to reflect changes in: • payment processor or card network requirements • fraud prevention practices or security measures • applicable laws, regulations, or legal compliance obligations • platform services, payment systems, or dispute resolution procedures Where required by applicable law or platform policy, Shobbl will provide notice of material changes through appropriate platform channels, such as platform notifications, account notices, or updates posted on the Shobbl website. Updated versions of this Policy will include a revised “Last Updated” or effective date. Continued use of the platform after such updates become effective constitutes acceptance of the revised Policy, except where prohibited by applicable law. 16. Contact Dispute requests and payment-related concerns should be submitted through the platform’s designated support or dispute resolution channels. For general inquiries regarding this Policy, users may also contact: Legal & Payments Department [Insert Contact Email] Shobbl, Inc.