Reputation and dispute resolution system

TARANTÍN REPUTATION AND DISPUTE RESOLUTION SYSTEM

Last Updated: [November 11, 2025]

1. FUNDAMENTAL PRINCIPLES

This system operates under the following principles:

• Mandatory Mediation: All Users (Buyers and Sellers) agree, by using the Platform, to submit to Tarantín's mediation process as a prerequisite and mandatory step before any legal action or claim before consumer protection entities (e.g., SUNDDE).

• Binding Decision: The final decision issued by Tarantín in resolving a dispute is binding on both parties, who waive the right to challenge it except for fraud or evident Platform error.

• Transparency: The process will be based on digital evidence and documentation provided by the parties within the established deadlines.

2. REPUTATION SYSTEM (REVIEWS AND METRICS)

The reputation system is designed to measure Seller performance and Buyer credibility.

2.1. Ratings and Comments

• Verified Comments: Only Buyers who have completed and paid for a transaction through Tarantín's Digital Wallet or Product may leave ratings and comments, which will be labeled as "Verified Purchase" for greater credibility.

• Elements to Rate: The rating will focus on the Seller's service:

  • (a) Product Quality (vs. description)

  • (b) Shipping/Delivery Speed

  • (c) Packaging/Condition

  • (d) Customer Service.

• Review Removal: Tarantín reserves the right to remove, without prior notice, any review that contains:

  • (a) obscene, defamatory, or illegal language

  • (b) third-party personal information

  • (c) content not directly related to the transaction (e.g., complaints about Tarantín’s service or the USD-Anchored Virtual Currency).

2.2. Seller Performance Metrics (ODR)

Tarantín will monitor Seller performance under strict metrics. Failure to comply with these metrics may lead to sanctions, including degradation in search results, temporary suspension, or permanent removal.

• Order Defect Rate (ODR): Measures the percentage of orders with customer-reported issues (disputes, chargebacks) and must be kept below 1% to be considered a "Top" Seller.

• Pre-Shipment Cancellation Rate: Measures the frequency with which a Seller cancels orders.

• Late Shipment Rate: Measures the percentage of orders that the Seller fails to deliver to the logistics partner within the promised timeframe.

3. DISPUTE RESOLUTION PROCESS

The process begins when a Buyer reports a problem with a transaction (Product not received, Product different/damaged, etc.).

3.1. PHASE I: DIRECT CONTACT (Resolution Between Parties)

• Claim Opening: The Buyer must open a formal claim through the Platform within five (5) continuous days following the estimated delivery date or product receipt.

• Seller Notification: The system automatically notifies the Seller, who has a period of three (3) continuous days to respond to the Buyer, propose a solution (partial refund, replacement), and provide their evidence.

• Closure by Agreement: If the Buyer and the Seller reach an agreement and the Buyer does not escalate the case, the claim is automatically closed.

3.2. PHASE II: TARANTÍN INTERVENTION (Binding Mediation)

• Escalation: If the parties fail to reach an agreement in Phase I (Direct Contact), or if the Seller fails to respond, the Buyer may escalate the dispute to Tarantín for intervention.

• Decision Period: Starting from the escalation, the Tarantín team has a period of seven (7) business days to review the evidence.

• Proof Criteria: Tarantín will base its decision exclusively on the following digital evidence (similar to the eBay model):

  • Shipping label and delivery confirmation from the logistics partner.

  • Photographic/video proof of the product received (provided by the Buyer).

  • Photographic proof of the product shipped and packaging (provided by the Seller).

  • History of messages between the parties within the Platform.

  • History of Digital Wallet movements.

3.3. PHASE III: RESOLUTION AND EXECUTION

• Final Decision: Tarantín will issue a final decision which may be: Full Refund, Partial Refund, or Claim Closure in Favor of the Seller (Dispute Rejection).

• Decision Execution (Digital Wallet): The User grants Tarantín the irrevocable authorization to execute the decision directly on the funds held or pending release in the Seller's or Buyer's Digital Wallet, as appropriate. This process is carried out using the USD-Anchored Virtual Currency.

• Disputes over Fintech Transactions (P2P): Disputes over the P2P Process are limited solely to the technical execution of the transfer (e.g., whether the bolivar was paid and the currency was not released). Tarantín will not mediate in the exchange risk assumed by the parties.

3.4: DISPUTES DUE TO LOGISTICS FAILURE AND SHIPPING TYPES

3.4.1. Disputes for Allied Shipping (FBP)

If the dispute originates from loss or damage in a shipment under the FBP model:

• Responsible Party: The Strategic Logistics Partner is declared responsible, provided the Seller delivered the merchandise on time and correctly.

• Execution: Tarantín will execute the full refund to the Buyer. This amount will be immediately offset by a penalty applied to the pending or future settlements of the Strategic Logistics Partner, in accordance with the alliance contract. The Seller does not bear this loss.

3.4.2. Disputes for Direct Seller Shipping (FBM)

If the dispute originates from loss or damage in a shipment under the FBM model:

• Responsible Party: The Seller is solely responsible to the Buyer for fulfilling the delivery and the integrity of the product.

• Execution: If Tarantín resolves the dispute in favor of the Buyer, the full purchase refund (including the shipping cost that the Seller charged the Buyer) will be executed from the Seller's Digital Wallet.

• Seller's Action: The Seller must manage and seek compensation for the loss or damage directly with the carrier they hired, releasing Tarantín from any obligation in that process.

4. SANCTIONS AND ACTIONS FOR LEGAL NON-COMPLIANCE

Tarantín reserves the right to apply the following sanctions to Users who repeatedly violate the system or engage in fraud, in adherence to Venezuelan Law (T&C):