Complaints and Dispute Resolution Policy

Version: 1.0
Last updated: August 20, 2026
Effective date: September 1, 2026
Website: https://www.hisicar.com

1. Scope

This Policy applies to complaints and disputes concerning:

• website or account service;
• authentication and security;
• inquiry or sales conduct;
• PI or contract formation;
• vehicle identity, condition, inspection or reconditioning;
• price, deposit, payment, refund or chargeback;
• export, shipping, documents, delay or delivery;
• warranty, after-sales or recall;
• privacy, Cookie or third-party service;
• trade compliance or account restriction; and
• accessibility.

2. How to submit a complaint

Send a complaint to info@hisicar.com with the subject “Formal Complaint.”

Include:

• complainant name and Buyer legal name;
• account email;
• PI/order number and VIN where applicable;
• issue category;
• relevant dates;
• concise facts;
• supporting documents, images or communication;
• steps already taken; and
• requested outcome.

Do not send full card details, passwords, OTPs or unnecessary identity documents.

3. Accessibility and language

A complaint may be submitted in an enabled website language. HISICAR can request a reliable translation where required for fair investigation. Accessibility assistance and a reasonable alternative format can be requested through info@hisicar.com.

4. Acknowledgement

HISICAR acknowledges a complaint within 2 Business Days.

“Business Day” means a day other than Saturday, Sunday or an official public holiday in Shanghai.

The acknowledgement provides:

• complaint reference;
• assigned category;
• responsible team;
• initial document request; and
• expected response date.

An automated receipt is not the final acknowledgement if it lacks this information.

5. Urgent matters

The following receive immediate triage:

• suspected account compromise or payment diversion;
• safety defect or stop-use concern;
• active recall;
• vehicle/document release to an unauthorised party;
• imminent unlawful shipment or sanctions breach;
• suspected Personal Data breach;
• deadline for carrier or insurance evidence; and
• court, arbitration or regulator deadline.

Mark the email “URGENT” and state the deadline. Emergency threats to life, safety or property must be reported to the appropriate local emergency authority; HISICAR messaging channels are not emergency services.

6. Investigation

HISICAR:

1. identifies the responsible operator, Seller, exporter, payment recipient or service provider;
2. secures relevant records and prevents improper deletion;
3. confirms the governing PI and policy versions;
4. reviews authority, vehicle, payment, export, shipping and communication evidence;
5. requests proportionate additional information;
6. obtains technical, legal, inspection or provider input where needed;
7. gives affected parties a fair opportunity to respond; and
8. records findings, decision, remedy and approval.

Where practicable, the reviewer is not the employee whose conduct is the principal subject of the complaint.

7. Cooperation and preservation

The complainant must preserve relevant evidence and take reasonable steps to prevent additional loss.

For a vehicle complaint, do not materially use, alter, repair, sell or dispose of the affected item before reasonable inspection, except for urgent safety or mitigation. Preserve VIN, mileage, parts, photos/video, diagnostic report, carrier receipt and survey.

For payment fraud, contact the bank/card issuer promptly and preserve the message, domain, beneficiary and transaction reference.

For shipping damage, comply with the carrier and insurance notice period. Filing a HISICAR complaint does not replace a carrier or insurer notice.

8. Response time

HISICAR aims to issue a substantive written response within 15 Business Days after receiving sufficient information.

If the matter is complex, involves a third party, requires an independent inspection or is subject to a legal hold, HISICAR can extend the response to 30 Business Days. The complainant receives the reason, outstanding work and revised date before the original deadline.

A mandatory shorter legal deadline prevails.

9. Possible outcomes

Depending on facts, contract and law, the outcome can include:

• explanation or correction;
• account restoration or security reset;
• document correction;
• renewed review of authority/compliance;
• repair or parts support;
• reimbursement of an authorised cost;
• price adjustment;
• refund;
• agreed replacement;
• contract termination;
• process or training correction;
• privacy-right action;
• provider escalation;
• rejection with reasons; or
• another remedy required by law.

The remedy must be proportionate and cannot require an unlawful payment, export, import, disclosure or shipment.

10. Final response

The final response states:

• complaint reference;
• issues reviewed;
• material evidence;
• findings;
• contractual/legal basis;
• decision and remedy;
• implementation timing;
• any information withheld and reason, where disclosure is restricted; and
• internal appeal or external dispute route.

HISICAR protects privilege, security methods and another person’s Personal Data while providing enough information for a meaningful response.

11. Internal appeal

A complainant may request one internal appeal within 15 Business Days after the final response by writing to info@hisicar.com.

The appeal must identify a material factual error, new evidence, procedural unfairness or misapplication of the contract/policy.

A different authorised reviewer assesses the appeal where practicable and responds within 15 Business Days after receiving sufficient information. The internal appeal is optional and does not remove a right to urgent relief, regulator complaint or arbitration.

12. Payment and chargeback complaints

A Buyer retains non-waivable card-issuer and network dispute rights. A chargeback does not finally determine the underlying Vehicle Sales Contract dispute.

HISICAR can provide the issuer with PI, acceptance, authentication, vehicle, communication, refund and delivery evidence. A good-faith chargeback does not result in retaliation. Knowingly seeking duplicate recovery or falsely claiming an authorised payment as fraud is prohibited.

Refund requests are decided under the Payment, Deposit, Refund and Chargeback Policy.

13. Trade-compliance decisions

A Buyer may provide correcting identity, ownership, payer, route, destination, final-user or end-use evidence.

HISICAR gives human review of a HISICAR compliance decision where lawful. It does not have to disclose confidential screening methods, another person’s data, privileged advice or information whose disclosure is prohibited.

A bank, Stripe, carrier or authority decision may require a separate appeal to that body and may not be reversible by HISICAR.

14. Privacy and security complaints

Privacy complaints are also handled under the Privacy Policy. Statutory response and breach-notification deadlines prevail.

The complainant can contact a competent privacy authority without first completing the HISICAR process. Security reports are prioritised and may be separated from the ordinary complaint file to protect the investigation.

15. Accessibility complaints

Accessibility feedback is handled under the Accessibility Statement. HISICAR provides a reasonable accessible alternative while investigating where practicable.

16. Confidentiality and Personal Data

Complaint data is used to investigate, communicate, comply with law, improve controls and establish/defend claims. It is disclosed only to responsible Group Companies, providers, advisers, insurers, authorities and dispute bodies as necessary.

Records are retained under the Privacy Policy and legal-hold rules.

17. No retaliation

HISICAR does not retaliate for a good-faith complaint, privacy request, safety report or compliance concern.

This protection does not prevent action against threats, harassment, fraud, intentional evidence destruction or knowingly false malicious allegations.

18. Negotiation

Before arbitration, authorised representatives attempt good-faith negotiation for 30 calendar days after a written notice of dispute.

The notice must identify the contract, issue, facts, relief and representative. The parties may agree to mediation.

Negotiation does not suspend a statutory limitation, carrier/insurance deadline, preservation period or urgent-relief right unless the parties expressly agree in writing.

19. Governing law

The Terms and Conditions and Vehicle Sales Contract are governed by the laws of the People’s Republic of China, subject to mandatory law that cannot be excluded.

The United Nations Convention on Contracts for the International Sale of Goods is expressly excluded from the Vehicle Sales Contract.

20. Arbitration

If negotiation does not resolve the dispute, it is finally submitted to the Shanghai International Economic and Trade Arbitration Commission (Shanghai International Arbitration Center, SHIAC) under the arbitration rules in effect when the proceeding begins.

• Seat: Shanghai, People’s Republic of China.
• Language: English.
• Tribunal: one arbitrator, unless the parties agree in writing to three or mandatory applicable rules require otherwise.
• Scope: disputes arising out of or relating to the Terms, PI, Vehicle Sales Contract, incorporated Policies, formation, validity, performance, breach, termination or non-contractual obligations.
• Award: final and binding, enforceable in a court of competent jurisdiction.

The tribunal can allocate costs and legal fees under the applicable rules and law.

21. Interim and preservation relief

Either party may request emergency, interim or preservation relief from SHIAC, an emergency arbitrator or a competent court, including preservation of property, evidence or conduct. Seeking such relief does not waive arbitration.

22. Consumer and mandatory-law rights

The dispute clause is intended for B2B transactions. If the claimant is legally a consumer, a mandatory consumer forum, local court, ADR right or other protection that cannot be waived remains available.

Data-protection, sanctions, customs, product-safety and regulator jurisdiction also remain effective where mandatory.

23. Service of dispute notices

Pre-arbitration notices may be sent to info@hisicar.com and the address/channel in the accepted PI. Arbitration and court service follows the applicable rules and law.

Ordinary customer-support messages are not formal service unless they satisfy the applicable rule and clearly identify the legal notice.

24. Contact

Formal complaints, appeals and notices of dispute: info@hisicar.com.