Dispute Resolution Procedures

These Dispute Resolution Procedures ("Procedures") describe the operational process ORYN Quest, Inc. ("ORYN Quest," "Company," "we," "our," "us") offers for raising, investigating, and resolving complaints and disputes arising on the ORYN Quest platform (the "Platform") — for example, disagreements between a Parent and a Vendor about a Booking, a refund request, a service-quality complaint, or a report that a policy was violated.

Capitalized terms not defined here have the meanings given in the Parent & Guardian Terms and Conditions.

ARTICLE 1 — PURPOSE AND RELATIONSHIP TO THE GOVERNING AGREEMENTS

1.1 What These Procedures Are

These Procedures are a practical, operational path for getting problems resolved quickly and fairly, using the records the Platform already keeps. Most disputes are resolved through the steps in Articles 2 through 5 without any formal legal process.

1.2 What These Procedures Are Not

These Procedures are NOT the contractual dispute-resolution provisions between you and ORYN Quest, and they do not amend, replace, or limit them. The controlling dispute-resolution terms are:

• (a) for Parents and Guardians: the Dispute Resolution, Binding Arbitration and Class Action Waiver, and Governing Law provisions of the Parent & Guardian Terms and Conditions (including the formal dispute-notice and informal-resolution-period requirements, the agreement to arbitrate, and the small-claims and other exceptions stated there);

• (b) for Vendors: the dispute-resolution and arbitration provisions of the Vendor Agreement; and

• (c) for all users: the Terms of Use.

If anything in these Procedures conflicts with those documents, those documents control.

1.3 No Waiver; No Extension of Deadlines

Using these Procedures is voluntary and does not waive any right or defense of any party. These Procedures do not extend, shorten, or toll any statute of limitations or any contractual claim period, except to the extent the governing agreements or Applicable Law provide otherwise. Where the governing agreements require a written dispute notice and an informal resolution period before arbitration or litigation, a complaint submitted under Article 3 that contains the information required by the governing agreement may serve as that written notice, and the informal resolution period may run concurrently with these Procedures.

1.4 Disputes Between Users and Third Parties

Disputes between a Parent and a Vendor are primarily between those parties: Vendors are independent businesses, and ORYN Quest is not a party to the service relationship between a Parent and a Vendor. ORYN Quest facilitates resolution as described below and applies its own policies (refunds, Credit restoration, enforcement), but it does not adjudicate legal claims between users and does not guarantee any particular outcome between them.

ARTICLE 2 — STEP ONE — DIRECT COMMUNICATION

2.1 Talk First, On the Platform

Most Booking issues — scheduling confusion, late arrivals, session changes, quality concerns, accommodation questions — are resolved fastest by direct, courteous communication between the Parent and the Vendor through in-Platform messaging.

2.2 Why On-Platform Matters

Keeping the conversation in Platform messaging matters for dispute resolution: it creates a time-stamped record that ORYN Quest can review if the dispute escalates, and it keeps the automated moderation safeguards described in the Trust & Safety Policy in effect. Communications moved to outside channels are generally not available to us in an investigation.

2.3 Conduct Standards Still Apply

The Parent Code of Conduct, the Vendor Code of Conduct, and the Community Guidelines apply to dispute-related communication. Disagreement is never a license for abuse, threats, or harassment.

2.4 When to Skip Step One

Go directly to Step Two (or, for safety issues, to the reporting channels in the Trust & Safety Policy and Child Safety Policy) if the issue involves safety, suspected fraud, harassment, conduct concerning a child, or any situation where direct contact is inappropriate. If a child is in immediate danger, call 911 first.

ARTICLE 3 — STEP TWO — COMPLAINT TO ORYN QUEST SUPPORT

3.1 How to Submit

If direct communication does not resolve the issue, or is inappropriate for it, submit a complaint by emailing support@orynquest.com.

3.2 What to Include

To allow an effective investigation, include:

• (a) the email address associated with your Account;

• (b) the Booking, listing, Vendor, or user involved;

• (c) the relevant dates and, where applicable, session times;

• (d) a factual description of what happened;

• (e) what resolution you are seeking (for example, Credit restoration, a refund under the Refund Policy, or review of another user's conduct); and

• (f) any supporting evidence (screenshots, photographs, receipts, correspondence).

3.3 Response Targets

The following are service targets we work toward. They are goals, not guarantees, and they are not contractual deadlines:

• (a) acknowledgment of a complaint: within two (2) Business Days of receipt (target);

• (b) a substantive response or status update: within ten (10) Business Days of receipt (target).

Complaints involving potential harm to a child, safety, or fraud are prioritized ahead of these targets. Complex disputes, incomplete submissions, or high volume may extend actual response times; where an investigation is taking longer, we aim to say so rather than go silent.

3.4 Cooperation

We may ask the complaining party, the responding party, or both for additional information. Failure to respond to reasonable requests for information may result in the complaint being decided on the available record or closed.

ARTICLE 4 — STEP THREE — PLATFORM INVESTIGATION

4.1 Evidence We Review

ORYN Quest investigates complaints using the records the Platform maintains, which may include:

• (a) Booking, cancellation, attendance, and waitlist records;

• (b) Credit ledger and payment records;

• (c) in-Platform messages between the parties;

• (d) moderation records, including automated message flags and their human-review outcomes;

• (e) waiver signature records and their versions;

• (f) reviews, ratings, and report history; and

• (g) account status and prior enforcement history.

4.2 How We Investigate

Investigation is proportionate to the issue: a routine Credit-restoration question may be resolved from Booking records alone, while a conduct complaint may involve statements from both parties. We may contact either party, and we handle investigation materials as confidentially as reasonably possible, sharing information with the other party only as needed to investigate fairly or as required by law.

4.3 Neutrality

ORYN Quest investigates in good faith and applies its published policies evenhandedly. ORYN Quest is not a court, does not conduct legal adjudication, and does not make findings of legal liability. Its determinations apply Platform policies to Platform records.

ARTICLE 5 — OUTCOMES

5.1 Available Outcomes

Depending on what the investigation supports, outcomes may include:

• (a) facilitated resolution — a clarification or voluntary accommodation agreed between the parties;

• (b) Credit restoration or refunds — applied strictly under the Subscription, Membership, Credits, Refund, and Cancellation Policy ("Refund Policy"), including its cancellation windows, eligible-refund circumstances, refund methods, and processing times;

• (c) enforcement action — warnings, content removal, feature restrictions, Vendor probation, suspension, or termination under the enforcement framework of the Trust & Safety Policy and the Community Guidelines;

• (d) corrections to records — for example, fixing an attendance or Booking status error; or

• (e) no action — where the record does not support the complaint.

5.2 Limits on Outcomes

These Procedures do not create remedies beyond those in the governing agreements and published policies. ORYN Quest does not award damages, compensation, or goodwill payments outside the Refund Policy, and an enforcement action against another user does not, by itself, entitle the complaining party to a refund.

5.3 Notification

We aim to notify the complaining party of the outcome of the complaint. Where the outcome involves enforcement against another user, we generally do not disclose the specific measures taken against that user beyond what is visible on the Platform.

5.4 Appeals of Enforcement Actions

A user subject to an enforcement action may appeal as described in the Community Guidelines (contact support@orynquest.com within 14 days of the action). Enforcement decisions involving child safety are not eligible for reinstatement appeals.

ARTICLE 6 — CHARGEBACKS AND PAYMENT DISPUTES

6.1 Contact Us Before Initiating a Chargeback

Payments on the Platform are processed by Stripe. Before disputing a charge with your bank or card issuer, contact support@orynquest.com — most billing issues are resolved faster through these Procedures than through a chargeback, and the Refund Policy governs what refunds are available.

6.2 Effect of a Chargeback

A chargeback does not suspend these Procedures, and ORYN Quest may respond to a chargeback with the Platform's records of the transaction (Booking records, communications, and policy acceptance records). The Refund Policy's provisions on chargebacks — including the consequences of chargebacks that ORYN Quest reasonably determines were initiated fraudulently or in bad faith — apply.

ARTICLE 7 — ESCALATION TO THE BINDING DISPUTE-RESOLUTION TERMS

7.1 When Escalation Applies

If a dispute between you and ORYN Quest is not resolved through these Procedures, the contractual dispute-resolution provisions of your governing agreement apply.

7.2 Parents and Guardians

Under the Parent & Guardian Terms and Conditions:

• (a) a party asserting a dispute first submits a written dispute notice describing the factual basis of the dispute, its legal basis if known, the relief requested, and information sufficient to permit investigation;

• (b) the parties participate in good-faith informal resolution for the period stated in that agreement (at least sixty (60) days following receipt of a dispute notice, unless prohibited by Applicable Law) before commencing arbitration or litigation; and

• (c) disputes within its scope are then resolved by individual, final, and binding arbitration administered by the American Arbitration Association under its consumer arbitration rules then in effect, as modified by that agreement, with the class-action, jury-trial, and related waivers stated there, except where prohibited by Applicable Law.

7.3 Small Claims and Other Exceptions

Consistent with the Parent & Guardian Terms and Conditions, nothing in these Procedures or in the arbitration provisions prevents either party from: filing an individual claim in small claims court where jurisdictional requirements are satisfied; seeking injunctive relief to protect intellectual property, confidential information, or trade secrets; cooperating with or reporting to governmental agencies; or pursuing remedies that cannot legally be subjected to arbitration.

7.4 Vendors

Disputes between a Vendor and ORYN Quest escalate under the informal-resolution and binding-arbitration provisions of the Vendor Agreement, which govern for Vendors.

7.5 Governing Law and Venue

Governing law (Delaware, except as Applicable Law requires otherwise) and venue for judicial proceedings are as stated in the applicable governing agreement. Nothing in these Procedures deprives consumers of non-waivable rights or protections under Applicable Law.

ARTICLE 8 — RECORDS AND EVIDENCE PRESERVATION

8.1 Our Retention of Dispute Materials

ORYN Quest retains complaint submissions, investigation materials, and outcome records associated with a dispute for as long as reasonably necessary to administer the dispute, enforce our agreements, and comply with legal obligations, consistent with the Privacy Policy. Records relevant to an active dispute, investigation, or legal process may be placed under a preservation hold and retained beyond ordinary periods.

8.2 Your Preservation Obligations

Under the Parent & Guardian Terms and Conditions, each party to a dispute agrees to preserve documents, electronic records, communications, transaction histories, photographs, videos, AI interaction records, and other evidence reasonably relevant to the dispute after receiving notice of a claim.

ARTICLE 9 — GOOD FAITH AND NO RETALIATION

9.1 Good Faith

The value of these Procedures depends on both sides using them honestly. Knowingly false complaints, fabricated evidence, and abusive use of the complaint process are violations of the Acceptable Use Policy and the Community Guidelines and are subject to enforcement.

9.2 No Retaliation

ORYN Quest prohibits retaliation against anyone who raises a complaint or participates in an investigation in good faith. Retaliation is itself a policy violation subject to enforcement under the Trust & Safety Policy.

ARTICLE 10 — CHANGES TO THESE PROCEDURES

We may update these Procedures from time to time. When we do, we will revise the "Last Updated" date above. For material changes, we will provide notice through the Platform or by email. Changes to these Procedures do not modify the contractual dispute-resolution provisions of the governing agreements, which change only as provided in those agreements.

ARTICLE 11 — CONTACT

ORYN Quest, Inc. Email: support@orynquest.com Website: https://orynquest.com

For safety concerns, include "SAFETY" in the email subject line. In an emergency, always call 911 first.

END OF DISPUTE RESOLUTION PROCEDURES