Complaints and Dispute Handling Policy

This Complaints and Dispute Handling Policy (the "Policy") explains how complaints and disputes are received, acknowledged, investigated, escalated and resolved in connection with the Premium Auto Bid platform and the services provided through it. Premium Auto Bid is the trading brand of Premium Logistics SHPK, a limited liability company (shoqëri me përgjegjësi të kufizuar) incorporated in the Republic of Albania, registered with the National Business Center (Qendra Kombëtare e Biznesit, QKB) under NUIS/NIPT M53004202C, with its registered office at Rruga "Dubai", Lagjia nr. 2, cadastral zone 2066, property no. 89/38, 4-storey building, 2nd floor, Entrance 1, Kamëz, Tirana, Albania. In this Policy, "we", "us", "our", "Premium Auto Bid" and "the company" refer to Premium Logistics SHPK, and "you", "the customer" or "the complainant" refers to the natural or legal person who uses, or seeks to use, our services and who raises a complaint.

This Policy takes effect on 4 June 2026 and was last updated on 4 June 2026. It applies to customers and prospective customers located in or being served from Albania, Kosovo, North Macedonia and Montenegro. It should be read together with our Terms of Service, our Member Terms for bidding, our Deposit and Refund Policy, our Vehicle Disclaimer, our Privacy Policy and any written quotation, invoice or order confirmation we issue to you. Where a specific written agreement signed with you sets out a different complaint or dispute mechanism, that signed agreement prevails for the matters it expressly covers; otherwise this Policy applies.

Premium Auto Bid is an independent vehicle sourcing, bidding and import-support platform. We help customers discover Copart auction vehicles, and Premium Auto Bid places customer bids on Copart in real time through the Copart API once the customer has completed identity verification, accepted the Member Terms and obtained deposit approval, and we coordinate purchase, transport, customs and import support. This Policy governs complaints about any of these activities, including the conduct of our operators, the accuracy of information we provide, the handling of your deposit, the progress of an engagement, and the way we process your personal data, except that data-protection complaints follow the dedicated route set out below.

Premium Auto Bid places customer bids on Copart in real time through the Copart API; there is no human agent placing bids on auction-house accounts. Premium Auto Bid is independent and is not owned by, operated by, endorsed by or officially affiliated with Copart, Inc.; Copart and the Copart logo are trademarks of Copart, Inc. The specific sample vehicles shown on the platform are clearly labelled demonstration samples, do not represent real Copart lots and are not biddable. A complaint to us cannot adjust, reverse or compensate the outcome of a genuine third-party auction or the acts of a third-party auction source, which are outside our control; no auction outcome is guaranteed.

A complaint is any expression of dissatisfaction, whether justified or not, about our services, our staff or operators, our communications, or our handling of your account, deposit or engagement, where you expect a response or resolution. A dispute is a complaint that is not resolved to your satisfaction at first contact and that proceeds through the escalation tiers described in this Policy. We treat every complaint seriously and on its merits, regardless of the channel through which it reaches us.

Matters this Policy covers

• The conduct, responsiveness or professionalism of our operators or staff.
• The accuracy, clarity or completeness of information we provided about a vehicle, a fee, a process or a timeline.
• The handling of a bid request, including the real-time submission of your bid to Copart through the Copart API, or a decision not to proceed with it.
• The handling, holding, application or refund of your deposit or balance, and the entries on your USD ledger.
• The coordination of purchase, transport, customs or import support that we agreed to provide.
• Delays, errors or service failures attributable to us, and the way we communicated about them.

Matters outside the scope of this Policy

• The condition, title, mileage, damage, history, availability or auction outcome of any vehicle, which are matters of the third-party auction source and are sold as-is, as explained in our Vehicle Disclaimer.
• Decisions, fees, rules or timelines set by a third-party auction source, a carrier, an insurer, a customs authority or a bank, which we do not control.
• Outcomes that we have expressly disclaimed and never guaranteed, including winning a lot, a particular price, or a shipping or customs timeline.
• Requests that are, in substance, an attempt to reverse a payment you in fact authorised, which are handled under our Deposit and Refund Policy and our anti-money-laundering controls.
• Data-protection complaints, which follow the dedicated route in the section on personal data below.

Where a complaint relates partly to our service and partly to a third party, we will address the part within our responsibility and will, where we reasonably can, signpost you to the right third party for the remainder. Raising a complaint does not suspend any genuine payment obligation that is properly due, although we will not unfairly treat a disputed amount as overdue while we are actively investigating it in good faith.

You can raise a complaint at any time, free of charge, in your own language (Albanian or English), through the channels below. To help us investigate quickly and fairly, please use the channel that matches the nature of your complaint and include as much of the information listed in this section as you can. Submitting a complaint does not require any particular form of words.

Where to send your complaint

• Service complaints (operators, communications, deposits, engagements, delays): email support@premlogistics.com, or use the support channel inside your account where available.
• Formal complaints, legal notices and escalations: email legal@premlogistics.com.
• Compliance concerns (suspected fraud, sanctions, money-laundering, bribery or other misconduct, including confidential or whistle-blowing reports): email compliance@premlogistics.com.
• Personal-data and privacy complaints: email privacy@premlogistics.com (data protection / our data protection contact).
• By post: Premium Logistics SHPK (trading as Premium Auto Bid), Rruga "Dubai", Lagjia nr. 2, cadastral zone 2066, property no. 89/38, 4-storey building, 2nd floor, Entrance 1, Kamëz, Tirana, Albania.

Information to include

1. Your full name and the email address, phone number or account identifier associated with your verified account, so we can locate your file.
2. A clear description of what went wrong, in date order, including what you expected to happen and what actually happened.
3. Relevant reference numbers: the engagement, bid request, lot reference, invoice, deposit or USD ledger entry concerned.
4. Relevant dates and times, and the names of any operators or staff you dealt with, if known.
5. Copies of supporting evidence, such as messages, emails, screenshots, payment confirmations or receipts.
6. What outcome you are seeking, for example an explanation, a correction, an apology, or a refund where one is due under the applicable policy.
7. Your preferred contact method and language for our reply.

If you need help putting your complaint together, or if a disability, language barrier or other circumstance makes the written channels difficult, tell us and we will make reasonable adjustments, including taking the essential details by another agreed means and recording them for you. If you ask someone to complain on your behalf, we may need your written authorisation and to verify your identity before we can discuss account-specific details, so that we protect your information.

For your security, only ever send complaints and supporting documents to the @premlogistics.com addresses listed in this Policy or through your account. We will never ask you to move a complaint to a personal account or an unrelated address, and we will never ask for your full passwords. If you receive a message that looks inconsistent or unexpected, stop and contact us at support@premlogistics.com to confirm before acting on it.

We aim to resolve complaints as quickly as their nature allows, and to keep you informed throughout. The timelines below are the standards we work to, measured in business days (Monday to Friday, excluding public holidays in Albania) and counted from the day after we receive your complaint with enough information to begin.

1. Acknowledgement: we acknowledge your complaint, normally within two business days, confirming that we have received it, giving it a reference and telling you who is handling it.
2. Initial substantive response or resolution: we aim to give a full response, or to resolve the complaint, within fifteen business days of acknowledgement.
3. Complex cases: where a complaint is complex, involves third parties or requires further investigation, we will tell you before the fifteen business days expire, explain why more time is needed, and aim to provide our final response within thirty business days of the original acknowledgement.
4. Exceptional cases: if, exceptionally, we still cannot give a final response within thirty business days, we will explain the reason, give a realistic revised timeframe and continue to update you at reasonable intervals until the matter is concluded.

If we need more information from you to investigate, we will ask for it clearly, and the time we wait for your reply does not count toward our response timelines. If we do not hear back from you within a reasonable period after a request for information or after we propose a resolution, we may close the complaint, while telling you that you can ask us to reopen it. Our final response will explain our conclusion, the reasons for it, any action we will take, and how to escalate the matter if you remain dissatisfied.

These timelines are service standards, not guarantees of a particular outcome. They describe how quickly we aim to respond and resolve, not a promise that every complaint will be decided in your favour. Nothing in this section limits any shorter timeframe that mandatory consumer-protection law requires for your complaint.

We handle complaints through a tiered process so that, if you are not satisfied at one level, your complaint receives a fresh and more senior review. You do not pay anything to escalate within the company, and you may move to the next tier whenever you remain dissatisfied with the response at the previous one.

Tier 1: front-line resolution

Most complaints are resolved at first contact by our support operators, who can explain a decision, correct an error, update your records or arrange a refund where one is due under the applicable policy. If the operator handling your complaint cannot resolve it, or if you ask, the complaint moves to Tier 2.

Tier 2: internal review

A senior team member who was not directly involved in the matter reviews the complaint afresh, examines the relevant records and communications, and issues a reasoned response. Compliance-related complaints, suspected fraud, sanctions, money-laundering, bribery and similar matters are routed to our compliance function at compliance@premlogistics.com and are reviewed with the appropriate independence and confidentiality.

Tier 3: final internal decision

If you remain dissatisfied after Tier 2, the matter is escalated to management and, where appropriate, to the administrator of the company, who issues the company's final written response. That final response sets out our conclusion and the reasons for it, confirms any remedy we will provide, and explains the external options available to you, including the consumer-protection authority and the competent courts, as described below.

• Each tier reviews the complaint independently of the person whose decision or conduct is being challenged, so far as the size of our team allows.
• We keep you informed at each stage and confirm in writing when your complaint moves to a higher tier.
• Escalation inside the company is always free, and you can ask to escalate at any point.
• Using our internal tiers does not remove your right to pursue the external options at any time, subject to any conditions those bodies impose.

We approach every complaint in good faith, looking for a fair and proportionate resolution rather than a defensive one. Where we have made a mistake, we will say so, put it right as far as we reasonably can, and take steps to prevent it from happening again. Where we conclude that we acted correctly, we will explain our reasoning clearly and point to the relevant terms or policy.

Depending on the facts, an appropriate remedy may include one or more of the following. Any monetary remedy is limited to what is genuinely attributable to our conduct and is assessed in line with the Deposit and Refund Policy, the Member Terms and applicable law; we do not compensate for outcomes that we expressly disclaimed and never guaranteed.

• A clear explanation or apology, and a correction of any inaccurate record or ledger entry.
• A specific corrective action, such as re-doing a step, escalating an engagement, or improving a process.
• A refund or adjustment where one is due under the Deposit and Refund Policy or the Member Terms.
• A waiver or reduction of a fee that we control, where that is the fair outcome.

Records and continuous improvement

We keep a record of complaints and their outcomes, including the date received, the nature of the complaint, the steps taken, the response given and the resolution. We use these records to monitor recurring issues and to improve our service. Complaint records are processed in accordance with our Privacy Policy and our Data Retention and Deletion Policy, are kept only as long as necessary for the purposes for which they were collected and to meet our legal and regulatory obligations, and are protected by the safeguards in our Data Security Policy. We keep complaint correspondence confidential within the team that needs it to investigate and resolve your complaint and to meet our legal obligations.

If your complaint is about how we collect, use, share, secure or retain your personal data, or about a request you have made to exercise your data-protection rights, please send it to privacy@premlogistics.com so that it reaches our data protection contact directly. We will handle it in accordance with this Policy, our Privacy Policy and applicable data-protection law.

We process personal data in accordance with the Albanian Law no. 9887 dated 10.03.2008 "On the Protection of Personal Data" (as amended) and, where applicable, the EU General Data Protection Regulation (GDPR). If you are not satisfied with how we have handled a personal-data complaint, you have the right to lodge a complaint with the supervisory authority, the Information and Data Protection Commissioner of Albania (the IDP), and, where the GDPR applies to you, with a competent supervisory authority in your jurisdiction. You may also pursue a judicial remedy as provided by applicable data-protection law.

Raising a data-protection complaint with us is without prejudice to your right to contact the Information and Data Protection Commissioner of Albania directly at any time. We would, however, welcome the opportunity to resolve your concern first.

We hope to resolve every complaint internally, fairly and promptly. If we cannot, or if you would simply prefer an external route, the following options may be available to you. Using our internal complaints process is not a precondition to exercising your legal rights, although we encourage you to give us the chance to put things right first, as that is usually the quickest path to a resolution.

Consumer-protection authority in Albania

Where you deal with us as a consumer, you may refer an unresolved complaint to the competent consumer-protection authority in Albania, which oversees the application of Albanian consumer-protection law, including the Consumer Protection Directorate within the responsible ministry and the Consumer Protection Commission. These bodies can consider eligible consumer complaints in accordance with their own procedures and competences. We will, on request, give you the current contact details we hold for the relevant authority.

Mediation and online dispute resolution

Where you and we both agree, a dispute may be submitted to mediation or another form of alternative dispute resolution before, or instead of, going to court, which can be faster and less costly for both sides. Where an online dispute resolution mechanism is lawfully available and applicable to your situation as a consumer in your jurisdiction, you may use it; we will not unreasonably refuse to engage with a legitimate, applicable scheme.

Courts

This Policy and our services are governed by the law of the Republic of Albania, and the competent courts of Tirana have jurisdiction over any dispute arising from or connected with them. This is subject to any mandatory rule of consumer-protection or other law that gives you, as a consumer, the right to bring proceedings in, or to benefit from the protections of, the courts of the place where you are habitually resident. Nothing in this Policy limits any non-waivable right or remedy that the law gives you.

An external body cannot change the outcome of a genuine third-party auction or the acts of a third-party auction source, a carrier, an insurer, a customs authority or a bank, none of which we control. External options concern the service we provide and our conduct, assessed against our obligations and applicable law.

You can raise a complaint or a concern without fear of being penalised for doing so. We do not retaliate against anyone who, in good faith, makes a complaint, reports suspected misconduct, raises a compliance or data-protection concern, or cooperates with an investigation. Raising a good-faith complaint will not, by itself, cause us to close your account, withhold a refund that is properly due, downgrade your service, or treat you less favourably.

• Reports of suspected fraud, sanctions breaches, money-laundering, bribery or other misconduct can be made to compliance@premlogistics.com and, where you ask, will be handled confidentially so far as the law and the needs of a fair investigation allow.
• We protect the identity of a good-faith reporter to the extent reasonably possible and consistent with our legal obligations.
• Acting in good faith means raising a genuine concern honestly; the protection applies even if the concern later proves to be mistaken.
• This protection does not cover knowingly false, malicious or abusive reports, or conduct that is itself unlawful.

Nothing in this Policy prevents you, or any member of our staff, from reporting a matter to a competent authority, or from making a protected disclosure that the law permits or requires. We comply with our own obligations to report certain matters, for example to the General Directorate for the Prevention of Money Laundering (the Albanian financial intelligence unit) under the Albanian Law no. 9917 dated 19.05.2008 "On the Prevention of Money Laundering and Financing of Terrorism" (as amended), and we may be prevented by law from disclosing that such a report has been made.

By using the Premium Auto Bid platform and our services, you acknowledge that you have read and understood this Policy and agree that complaints and disputes will be handled in accordance with it, together with our Terms of Service, our Member Terms and the other policies referred to above. This Policy does not create rights beyond those described in it and applicable law, and it does not limit any non-waivable right that the law gives you as a consumer.

Where this Policy refers to another document, that document applies to the matters it governs, and in the event of a conflict on a specific point, the document that deals most specifically with that point prevails for that point, subject always to mandatory law.

We may update this Policy from time to time to reflect changes in our services, our complaint-handling processes, or applicable law and regulatory guidance. When we make a material change, we will update the "last updated" date above and, where appropriate, notify you through the platform or by email before the change takes effect.

A complaint is handled under the version of this Policy in force when we receive it, except where a change is required by law or is necessary to correct an error or to comply with a legal or regulatory obligation. Your continued use of the platform after a change takes effect constitutes acceptance of the updated Policy for complaints raised after that date.

For service complaints, deposits, engagements and general questions, contact our support team. For formal complaints, legal notices and escalations, contact our legal team. For compliance concerns, suspected fraud, sanctions, money-laundering or bribery, contact our compliance team. For personal-data and privacy complaints, contact our data protection address.

• Service complaints and support: support@premlogistics.com
• Formal complaints, legal notices and escalations: legal@premlogistics.com
• Compliance, fraud, sanctions, anti-money-laundering and bribery: compliance@premlogistics.com
• Data protection and privacy: privacy@premlogistics.com
• General enquiries: info@premlogistics.com; website: premlogistics.com

Postal and registered address: Premium Logistics SHPK (trading as Premium Auto Bid), Rruga "Dubai", Lagjia nr. 2, cadastral zone 2066, property no. 89/38, 4-storey building, 2nd floor, Entrance 1, Kamëz, Tirana, Albania. NUIS/NIPT M53004202C. This Policy is governed by the law of the Republic of Albania, and the competent courts of Tirana have jurisdiction over any dispute arising from it, subject to any mandatory consumer-protection rules that apply to you.