COMPLAINTS & DISPUTE RESOLUTION INTEGRITY POLICY

HERPTIVARIUS, LLC

EFFECTIVE DATE: DECEMBER 2025

LAST UPDATED: DECEMBER 2025

SUPREMACY; INCORPORATION; NO INDEPENDENT REMEDIES: THIS COMPLAINTS & DISPUTE RESOLUTION INTEGRITY POLICY IS EXPRESSLY INCORPORATED INTO AND GOVERNED BY THE HERPTIVARIUS, LLC TERMS & CONDITIONS AND IS STRICTLY SUBORDINATE THERETO. THIS POLICY OPERATES IN CONJUNCTION WITH THE RETURNS & CANCELLATIONS POLICY, LIVE ARRIVAL GUARANTEE, SHIPPING POLICY, CUSTOMER CONDUCT POLICY, PRIVACY & COOKIE POLICY, AND ALL OTHER GOVERNING DOCUMENTS. NO PROVISION OF THIS POLICY CREATES ANY INDEPENDENT RIGHT, WARRANTY, OR REMEDY OUTSIDE THE SOLE AUTHORITY OF THE TERMS & CONDITIONS MASTER AGREEMENT. IN THE EVENT OF ANY CONFLICT, THE TERMS & CONDITIONS AND APPLICABLE LAW CONTROL.

PURPOSE AND CORE PRINCIPLE: HERPTIVARIUS, LLC MAINTAINS THIS POLICY TO ENSURE COMPLAINTS AND DISPUTES ARE HANDLED THROUGH A FAIR, CONSISTENT, DOCUMENTED, AND INTEGRITY-BASED PROCESS. THE CORE PRINCIPLE IS PROCESS INTEGRITY: WHEN THE PROCESS IS NEUTRAL, DOCUMENTED, AND CONSISTENT, OUTCOMES ARE DEFENSIBLE EVEN WHEN THE PARTIES DISAGREE. THIS POLICY IS DESIGNED TO PROVIDE A CLEAR PATH FOR GOOD-FAITH RESOLUTION WHILE PREVENTING FRAUD, COERCION, ABUSE, AND POLICY CIRCUMVENTION.

SCOPE: THIS POLICY APPLIES TO ALL CUSTOMER COMPLAINTS, ORDER DISPUTES, SHIPPING ISSUES, CLAIMS UNDER ANY GUARANTEE, SERVICE COMPLAINTS, PUBLIC OR PRIVATE ALLEGATIONS, AND ANY COMMUNICATION SEEKING A REMEDY, CONCESSION, OR ACTION FROM HERPTIVARIUS, LLC. THIS POLICY APPLIES TO ALL CHANNELS INCLUDING EMAIL, WEBSITE FORMS, MARKETPLACES, SOCIAL MEDIA, REVIEW PLATFORMS, AND ANY THIRD-PARTY DISPUTE OR PAYMENT PROCESSOR PROCESS.

GOOD-FAITH COMPLAINTS ARE PERMITTED: HERPTIVARIUS, LLC RECOGNIZES THE RIGHT OF CUSTOMERS AND THE PUBLIC TO EXPRESS DISSATISFACTION, SUBMIT GOOD-FAITH COMPLAINTS, LEAVE HONEST REVIEWS, AND SEEK ASSISTANCE FROM APPROPRIATE AGENCIES OR PLATFORMS. NOTHING IN THIS POLICY IS INTENDED TO PROHIBIT TRUTHFUL STATEMENTS OF FACT OR LAWFUL, GOOD-FAITH REPORTING.

BAD-FAITH COMPLAINTS ARE PROHIBITED: COMPLAINTS MUST BE TRUTHFUL, RELEVANT, AND MADE IN GOOD FAITH. FALSE STATEMENTS PRESENTED AS FACT, MATERIAL OMISSIONS INTENDED TO MISLEAD, FABRICATED EVIDENCE, EDITED OR STAGED MEDIA, IMPERSONATION, MULTIPLE-ACCOUNT MISUSE, OR REPEATED SPAMMING CONSTITUTE BAD-FAITH CONDUCT. BAD-FAITH CONDUCT MAY VOID ELIGIBILITY FOR ANY REMEDY TO THE MAXIMUM EXTENT PERMITTED BY LAW.

NO COERCION; NO “PAY OR ELSE” DEMANDS: HERPTIVARIUS, LLC WILL NOT PROVIDE REMEDIES UNDER THREAT. ANY DEMAND FOR MONEY, REFUND, DISCOUNT, REPLACEMENT, STORE CREDIT, CONCESSION, OR SPECIAL TREATMENT CONDITIONED UPON A THREAT OF PUBLICATION, REVIEWS, PLATFORM ACTION, PROCESSOR DISPUTES, REGULATORY CONTACT, VENDOR CONTACT, OR OTHER ECONOMIC OR REPUTATIONAL HARM CONSTITUTES COERCIVE CONDUCT AND MAY BE TREATED AS BLACKMAIL OR EXTORTION TO THE MAXIMUM EXTENT PERMITTED BY LAW. THIS DOES NOT PROHIBIT LAWFUL REPORTING; IT PROHIBITS USING THREATS AS LEVERAGE TO EXTRACT BENEFITS.

EXCLUSIVE CHANNELS AND RECORD INTEGRITY: DISPUTES MUST BE SUBMITTED THROUGH OFFICIAL CHANNELS DESIGNATED BY HERPTIVARIUS, LLC. WHERE A POLICY REQUIRES WRITTEN NOTICE, WRITTEN NOTICE IS MANDATORY. HERPTIVARIUS, LLC MAY REQUIRE THAT ALL COMMUNICATIONS BE IN WRITING TO PROTECT ACCURACY, REDUCE MISUNDERSTANDING, AND PRESERVE RECORD INTEGRITY. LEGAL, LAW ENFORCEMENT, AND REGULATORY COMMUNICATIONS MUST BE DIRECTED EXCLUSIVELY TO LEGAL@HERPTIVARIUS.COM.

VERIFICATION AND EVIDENCE REQUIREMENTS: HERPTIVARIUS, LLC MAY REQUIRE REASONABLE VERIFICATION BEFORE ANY REMEDY IS CONSIDERED, INCLUDING ORDER IDENTIFICATION, IDENTITY CONFIRMATION, PHOTOGRAPHIC OR VIDEO EVIDENCE, TIMESTAMP INFORMATION, AND COMMUNICATION HISTORY. WHERE POLICIES REQUIRE SPECIFIC EVIDENCE STANDARDS OR TIME WINDOWS, THOSE REQUIREMENTS CONTROL. SUBMISSION OF ALTERED, EDITED, INCOMPLETE, OR MISLEADING EVIDENCE MAY CONSTITUTE FRAUD AND MAY VOID ANY REMEDY.

INTEGRITY DISQUALIFIERS; NEUTRAL DECISION-MAKING: HERPTIVARIUS, LLC REQUIRES NEUTRAL HANDLING OF DISPUTES. ANY INDIVIDUAL WHO IS PERSONALLY INVOLVED, HAS PRIOR DEALINGS OR MATERIAL HISTORY WITH A PARTY, OR HAS BECOME AN ADVOCATE FOR ONE PERSON AGAINST ANOTHER SUCH THAT NEUTRALITY CAN REASONABLY BE QUESTIONED MUST RECUSE FROM DECISION-MAKING. WHEN THE INTEGRITY OF THE DECISION-MAKER OR THE PROCESS IS IN DOUBT, THE PROCESS IS NOT TRUSTWORTHY, AND REASSIGNMENT OR INDEPENDENT REVIEW IS REQUIRED.

NO PUBLIC NEGOTIATION: HERPTIVARIUS, LLC DOES NOT NEGOTIATE REMEDIES IN PUBLIC COMMENTS, POSTS, OR REVIEW THREADS. PUBLIC COMMUNICATIONS MAY BE LIMITED TO ACKNOWLEDGMENT AND DIRECTION TO OFFICIAL SUPPORT CHANNELS. REMEDIES, IF ANY, ARE GOVERNED EXCLUSIVELY BY THE TERMS & CONDITIONS AND PUBLISHED POLICIES AND ARE DETERMINED THROUGH THE OFFICIAL PROCESS.

POLICY-GOVERNED REMEDIES ONLY: REMEDIES, IF ANY, ARE LIMITED TO THOSE EXPRESSLY AUTHORIZED BY THE TERMS & CONDITIONS, RETURNS & CANCELLATIONS POLICY, LIVE ARRIVAL GUARANTEE, AND ANY OTHER APPLICABLE POLICY. NO EMPLOYEE OR REPRESENTATIVE MAY CREATE OR PROMISE A REMEDY OUTSIDE PUBLISHED POLICY. ANY GOODWILL ASSISTANCE IS VOLUNTARY, NON-PRECEDENTIAL, AND DOES NOT CREATE A CONTINUING OBLIGATION OR FUTURE ENTITLEMENT.

CHARGEBACK AND DISPUTE ABUSE: PAYMENT DISPUTES, CHARGEBACKS, OR PROCESSOR CLAIMS FILED IN VIOLATION OF THE TERMS & CONDITIONS OR PRIOR TO COMPLETION OF THE COMPANY’S CLAIM REVIEW PROCESS MAY CONSTITUTE MATERIAL BREACH AND MAY VOID ANY PENDING OR FUTURE REMEDY TO THE MAXIMUM EXTENT PERMITTED BY LAW. HERPTIVARIUS, LLC RESERVES THE RIGHT TO PURSUE COLLECTION, CIVIL DAMAGES, COST RECOVERY, AND PERMANENT SERVICE TERMINATION FOR DISPUTE ABUSE.

PLATFORM AND THIRD-PARTY PROCESSES: WHERE A DISPUTE INVOLVES A THIRD-PARTY PLATFORM OR CARRIER, HERPTIVARIUS, LLC MAY COORDINATE WITH THAT PLATFORM OR PROVIDER AND MAY SHARE RELEVANT DOCUMENTATION FOR DISPUTE RESOLUTION, FRAUD PREVENTION, OR COMPLIANCE PURPOSES CONSISTENT WITH THE PRIVACY & COOKIE POLICY AND APPLICABLE LAW.

DOCUMENTATION AND EVIDENCE PRESERVATION: HERPTIVARIUS, LLC MAY DOCUMENT, LOG, ARCHIVE, AND PRESERVE COMMUNICATIONS, SCREENSHOTS, TRACKING INFORMATION, PHOTOGRAPHS, VIDEO, AND OTHER RELEVANT INFORMATION FOR QUALITY CONTROL, TRAINING, SECURITY, FRAUD PREVENTION, DISPUTE RESOLUTION, AND LEGAL COMPLIANCE PURPOSES, SUBJECT TO THE PRIVACY & COOKIE POLICY AND APPLICABLE LAW.

ENFORCEMENT; REFUSAL OF SERVICE: HERPTIVARIUS, LLC MAY LIMIT COMMUNICATIONS, PAUSE REVIEW, REFUSE SERVICE, CANCEL ORDERS WHERE PERMITTED, TERMINATE ACCOUNTS, OR BAN FUTURE TRANSACTIONS IN RESPONSE TO ABUSIVE, COERCIVE, FRAUDULENT, OR BAD-FAITH CONDUCT. ENFORCEMENT IS BASED ON CONDUCT AND RISK, NOT IDENTITY.

MODIFICATION AUTHORITY: HERPTIVARIUS, LLC RESERVES THE UNRESTRICTED RIGHT TO MODIFY THIS POLICY AT ANY TIME. CONTINUED USE OF THE WEBSITE OR SERVICES CONSTITUTES ACCEPTANCE OF ALL REVISIONS TO THE MAXIMUM EXTENT PERMITTED BY LAW.

CONTACT: SALES@HERPTIVARIUS.COM, OPERATIONS@HERPTIVARIUS.COM, LEGAL@HERPTIVARIUS.COM