CUSTOMER COMMITMENT POLICY

01. PURPOSE AND SCOPE

At HSO Petroleum Services ("HSO", "we", "us", "our"), we understand that the energy and hydrocarbon sector in Venezuela operates under a complex regulatory environment, including international sanctions, strict compliance requirements, and the need for transparent and secure business relationships. Our company is part of HSO Consortium, a strategic alliance under the leadership of Huron Smith Oil (HSO), dedicated to investment, negotiation, and operation in oil & gas projects in Venezuela.

This Customer Commitment Policy describes the principles that guide our relationships with every customer who trusts HSO Petroleum Service as their supply partner, whether for spare parts, safety equipment, bulk lubricants, or specialized services. It represents our promise of quality, regulatory compliance, transparency, and continuous improvement.

1.1. Scope

This policy applies to:

• All customers purchasing products or services through www.hsoconsortium.com or within the framework of Consortium projects.
• All interactions between customers and HSO, including pre-sales inquiries, order placement, fulfillment, post-sales support, and any communication related to sanctions compliance.
• All products and services offered, whether from HSO's direct inventory or from our network of Trusted Partners.

02. APPLICABLE LEGAL FRAMEWORK

This policy is based on the following legal and regulatory provisions:

In the United States:

• California Consumer Privacy Act (CCPA) – data subject rights.
• Office of Foreign Assets Control (OFAC) Regulations – General Licenses 46B, 48A, 49A, 50A and Executive Order 14373 (prohibition of transactions with sanctioned persons/entities from China, Russia, Iran, North Korea, Cuba).
• Export Administration Regulations (EAR) and international trade laws.
• Federal Trade Commission (FTC) guidelines on security practices and breach notification.

In Venezuela:

• Constitution of the Bolivarian Republic of Venezuela (arts. 28 and 60) – habeas data, privacy, and intimacy.
• Organic Law on Protection of Personal Data (LOPDP) – principles of lawfulness, consent, and data security.
• Hydrocarbons Law (2026 reform) and its provisions on investments.
• Infogobierno Law and Special Law against Computer Crimes.

03. OUR FUNDAMENTAL COMMITMENTS

HSO Petroleum Service makes the following commitments to each customer, in line with HSO Consortium standards:

04. PRODUCT QUALITY AND AUTHENTICITY

4.1. Our standards

HSO is committed to delivering products that meet or exceed industry standards for the energy and hydrocarbon sector. Whether you are purchasing standard spare parts, safety equipment, or specialized components, we expect each item to perform as intended.

4.2. Partner verification

All Partners listing products on HSO undergo a verification process that includes:

• Business credentials and legal status.
• Compliance history with applicable regulations, including OFAC sanctions list (SDN) screening.
• Ability to provide accurate product information.
• Commitment to customer service.

We reserve the right to suspend or terminate Partners who fail to maintain our quality standards or violate sanctions restrictions.

4.3. Counterfeit prevention

HSO maintains a zero-tolerance policy for counterfeit products. Our Fraudulent Listings Policy outlines severe consequences for Partners attempting to sell inauthentic products, including:

• Immediate listing removal.
• Account suspension and termination.
• Referral to law enforcement authorities.
• Legal action for damages.

If you suspect a product may be counterfeit, report it immediately to legal@huronsmithoil.com.

4.4. Recalls and safety issues

In the rare event that a product sold through HSO is subject to a recall or safety notice:

• We will notify affected customers promptly using the contact information provided with your order.
• We will provide instructions for returning or addressing the affected product.
• We will coordinate with the manufacturer or Partner to facilitate resolutions.

05. ORDER ACCURACY AND FULFILLMENT

5.1. Order confirmation

When you place an order, you will receive:

• An order confirmation email acknowledging receipt.
• A second notification when your order is shipped, including tracking information when available.
• An invoice detailing your purchase, charges, and payment terms.

5.2. Shipping commitment

We partner with reputable logistics providers to deliver your products safely and efficiently. Our commitments include:

• Processing orders promptly after confirmation.
• Providing estimated delivery dates based on product availability and shipping method.
• Communicating any delays or issues that may affect your shipment.
• Ensuring proper packaging to protect products during transit.

5.3. International shipping

For customers outside the United States, we commit to:

• Providing necessary documentation for customs clearance.
• Clearly communicating your responsibilities as Importer of Record (duties, taxes, customs requirements).
• Working with you to resolve any customs-related issues that may arise, always in compliance with U.S. export regulations and Venezuelan laws.

5.4. Tracking and communication

You will receive:

• Tracking information when available from our logistics partners.
• Proactive updates if significant delays occur.
• Clear instructions for receiving and inspecting your shipment.

06. PRICING AND TRANSPARENCY

6.1. Clear pricing

We believe in pricing transparency. Before completing a purchase, you will see:

• The unit price of each product.
• Applicable quantity discounts or promotions.
• Shipping and handling charges.
• Estimated taxes and duties (where calculable).
• The total amount due.

6.2. No hidden charges

HSO does not charge hidden fees. Any charges beyond the product price (shipping, taxes, duties) are clearly disclosed during checkout. We do not add unauthorized charges to your payment method.

6.3. Price accuracy

We strive for accuracy in all pricing information. In the rare event of a pricing error:

• We will notify you before processing your order.
• You will have the option to confirm the order at the corrected price or cancel without penalty.
• For already processed orders, we will work with you to find a fair resolution.

07. CUSTOMER SERVICE AND SUPPORT

7.1. How to contact us

Our customer service team is available through multiple channels:

7.2. Response commitment

• Emails: within 2 business days.
• Phone calls: during office hours, live support when available; voicemails returned within 1 business day.
• Urgent issues (compliance, fraud, sanctions): acknowledgment within 24 hours with regular updates until resolution.

7.3. Problem resolution

When you bring an issue to our attention:

• We will acknowledge receipt and assign a reference number.
• We will investigate thoroughly, gathering necessary information.
• We will propose a resolution based on our policies and your circumstances.
• We will implement the agreed resolution promptly.
• We will follow up to ensure your satisfaction.

If you are not satisfied with the initial resolution, please request escalation to a supervisor. We take customer concerns seriously and personally review all escalated matters.

08. RETURNS AND REFUNDS

Our complete Returns and Refunds Policy is available on our website. Key commitments include:

• 30-day return window: Most products can be returned within 30 days of delivery.
• Clear process: Simple instructions to initiate returns through your account or by contacting us.
• Timely processing: Returns inspected within 5-7 business days; refunds processed promptly upon approval.
• Defective/damaged items: We prioritize resolution, including replacement or refund and reimbursement of reasonable return shipping costs.
• Transparency: Restocking fees, if any, are clearly communicated before a return is finalized.

09. PARTNER RELATIONSHIPS AND ACCOUNTABILITY

9.1. Our role as Merchant of Record

HSO is the official Merchant of Record for all transactions on our platform. This means:

• Your sales contract is with HSO, not with individual Partners.
• Your invoice comes from HSO.
• Your customer service contact is HSO.
• We are responsible for your entire experience, even when products are shipped directly from Partners.

9.2. Partner standards

We hold our Partners to the same high standards we set for ourselves. Partners must agree to:

• Provide accurate product information.
• Maintain adequate inventory.
• Ship orders promptly.
• Respond to customer inquiries professionally.
• Comply with all applicable laws and regulations, including OFAC restrictions and Venezuelan laws.

9.3. When Partner orders go wrong

If a Partner fails to meet our standards — whether due to delayed shipments, inaccurate listings, or poor communication — HSO steps in:

• We investigate the issue.
• We facilitate communication with the Partner.
• We provide direct resolution if the Partner is unresponsive.
• We take appropriate action against the Partner, up to and including termination.

10. DATA PRIVACY AND SECURITY

10.1. Protecting your information

We are committed to protecting your personal and business information. Our Privacy Policy and Cookie Policy detail:

• What information we collect.
• How we use and protect your information.
• Your rights regarding your data (access, rectification, deletion, portability, objection).
• How we use cookies and similar technologies, in compliance with Venezuela's LOPDP and the U.S. CCPA.

10.2. Secure transactions

All payment transactions on our platform are processed through secure, encrypted channels (TLS 1.3). We do not store full payment card details on our servers.

10.3. No unauthorized sharing

We do not sell or rent your personal information to third parties for their marketing purposes. Information is shared only as necessary to fulfill your orders (e.g., with logistics partners) or as required by law.

10.4. Sanctions compliance and list screening

As part of our due diligence, we verify that no transaction involves persons or entities listed on OFAC sanctions lists (SDN), nor prohibited jurisdictions (China, Russia, Iran, North Korea, Cuba). If a verification returns a positive match, the transaction will be rejected and reported as required.

11. ACCESSIBILITY COMMITMENT

HSO is committed to ensuring our platform is accessible to all users, regardless of ability. Our Accessibility Policy describes:

• Our adherence to WCAG 2.1 Level AA standards.
• Features we have implemented to improve accessibility.
• Our process for addressing accessibility barriers.
• How to report accessibility issues.

If you experience any difficulty accessing our site or completing a transaction, please contact support@huronsmithoil.com for assistance.

12. FEEDBACK AND CONTINUOUS IMPROVEMENT

12.1. We value your input

Your feedback helps us improve. Whether you have a suggestion, compliment, or concern, we want to hear from you.

12.2. How to provide feedback

• Product reviews: Share your experience with products you have purchased.
• Customer surveys: Periodically, we may invite you to participate in surveys about your experience.
• Direct contact: Email contact@huronsmithoil.com with your thoughts.

12.3. How we use feedback

We review all feedback and use it to:

• Improve product selections and descriptions.
• Enhance our website functionality.
• Train our customer service team.
• Evaluate Partner performance.
• Develop new features and services.

12.4. Closing the loop

When you provide feedback or report an issue, we strive to:

• Acknowledge receipt.
• Investigate thoroughly.
• Communicate what we learned.
• Share any action taken as a result.

13. COMPLIANCE AND ETHICS

13.1. Legal compliance

HSO operates in full compliance with applicable laws and regulations, including:

• U.S. federal and state laws governing commerce.
• Export controls and sanctions administered by OFAC (GL 46B, 48A, 49A, 50A and EO 14373).
• International trade laws and customs regulations.
• Data protection and privacy laws (CCPA, LOPDP).
• Venezuela's Hydrocarbons Law and its regulations.

13.2. Ethical conduct

We are committed to conducting business ethically and with integrity. This includes:

• Fair treatment of all customers and Partners.
• Transparent business practices.
• Respect for intellectual property rights.
• Avoidance of conflicts of interest.
• Absolute prohibition of transactions with persons or entities connected to China, Russia, Iran, North Korea, or Cuba.

13.3. Reporting concerns

If you have concerns about HSO's business practices or suspect unethical conduct, please report to legal@huronsmithoil.com. Reports may be made anonymously.

14. OUR COMMITMENT TO THE ENERGY SECTOR

HSO Petroleum Service is dedicated to supporting the energy and hydrocarbon industry, especially in the Venezuelan context. Beyond individual transactions, we commit to:

• Industry knowledge: Maintaining expertise in products and applications relevant to your operations.
• Supply chain reliability: Working to ensure critical components are available when you need them, within the applicable sanctions framework.
• Safety: Promoting safe practices through quality products and clear information.
• Innovation: Continuously improving our platform to better serve the evolving needs of the energy sector.

15. COMPLAINT AND DISPUTE HANDLING

15.1. Our complaint process

If you have a concern that has not been resolved through regular customer service channels:

• Escalate to Management: Request that your issue be escalated to a customer service manager by emailing contact@huronsmithoil.com
• Management Review: A manager will review your case, including all prior communications, within 3 business days.
• Proposed Resolution: You will receive a proposed resolution in writing or a request for additional information.
• Final Review: If you remain unsatisfied, your case may be referred to our Compliance department for final review.

15.2. Billing disputes

For disputes related to invoices or charges, follow the process described in our Terms and Conditions of Sale (Section 8), including:

• Written notice within 10 business days of the invoice date.
• Payment of undisputed amounts.
• Good-faith resolution efforts.

15.3. Legal disputes

Any legal dispute arising from your use of our platform or purchase of products is governed by the dispute resolution provisions in our Terms and Conditions and Terms and Conditions of Sale, including:

• Applicable law: State of Mississippi, USA.
• Exclusive jurisdiction: Panola County, Mississippi, USA.
• Binding arbitration provisions where applicable.

16. POLICY UPDATES

HSO may update this Customer Commitment Policy periodically to reflect changes in our practices, legal or regulatory requirements (including modifications to OFAC licenses or Venezuelan legislation), or customer feedback. When we make material changes:

• The updated policy will be posted on our website with a new effective date.
• We may notify registered customers by email.
• Significant changes will be highlighted or summarized.

We encourage you to review this policy periodically to stay informed about how we are serving you.

17. CONTACT INFORMATION

Phone: +1 (866) 954-5938

Operating hours: Monday – Friday, 8:00 AM – 6:00 PM (Central Time, USA)

Postal mail:
HSO Petroleum Service
Attn: Customer Commitment
204 Hays St
Batesville, Mississippi 38606
United States

CONTROLLED DOCUMENT – This Customer Commitment Policy forms an integral part of the HSO Consortium Work Framework and Internal Regulations. Non-compliance may result in contractual and legal sanctions.