Complaints and Appeals Procedure

Version 4.1 · Effective 2026-08-06

1. How to complain

A complaint may be submitted through the in-app route or to hello@finditeu.com. It should include contact details, the relevant account, Listing or order reference, a concise description, dates, evidence and the requested outcome. Accessibility assistance is available on request. Urgent threats, suspected crime or immediate danger should also be reported to the appropriate emergency or public authority.

2. Complaint classification

Findit will classify the matter as a Platform/account issue, supplier-performance dispute, payment issue, product-safety concern, illegal-content notice, moderation appeal, privacy request or business-user complaint. Classification determines the responsible team and does not remove any right to approach the contractual supplier or competent authority.

3. Platform and supplier responsibility

Findit handles complaints about its own technology, account administration, fees, moderation and any supply for which it is the identified supplier. An independent supplier is primarily responsible for performance, invoices, conformity and statutory remedies for its contract. Findit may facilitate communications without becoming the supplier.

4. Acknowledgement and timelines

Complaints will be handled without undue delay and within a mandatory statutory period where one applies. The acknowledgement should identify missing information and, when reasonably possible, the next step. Findit does not promise a shorter fixed period unless it is stated in the applicable transaction terms or required by law.

5. Payment complaints

Payment complaints are assessed against checkout records, provider confirmation, payment-provider status, refunds and chargebacks. Findit cannot alter a payment-provider or scheme decision outside its role but will provide reasonable routing and records. Full card credentials must not be sent in a complaint.

6. Illegal content and DSA notices

A notice concerning allegedly illegal content should identify the content, location, legal basis and supporting facts and include the notifier's good-faith statement where required. Findit will assess notices diligently and objectively, prioritise credible urgent harm, communicate the decision as required and preserve the notice trail.

7. Moderation reasons and appeal

When Findit removes or restricts content, payments, reach or an account on grounds covered by applicable law, it will provide a clear statement of reasons unless prohibited or unsafe. An eligible user may use the free internal appeal route within the period stated in the decision. Appeals should receive human review where required and should not be decided solely by the same automated signal that triggered the action.

8. Business-user complaints

A Business User may complain about alleged non-compliance with Platform obligations, technological issues or measures materially affecting its business. Findit will assess P2B requirements, provide reasons for restriction or termination, preserve records and identify mediation options where the law and company-size conditions require them.

9. Evidence and confidentiality

The parties should provide authentic, relevant evidence and avoid unnecessary third-party personal data. Findit may share necessary material with the supplier, payment provider, expert or authority subject to lawful basis, confidentiality and the Privacy Policy. Evidence may be retained through the complaint and appeal period and longer where a legal claim or duty requires.

10. Outcomes

Outcomes may include explanation, correction, restoration, removal, warning, supplier referral, refund or payment instruction where authorised, repeat performance, account restriction or no action. The written outcome should explain material reasons and available next steps. A compromise does not waive mandatory rights unless a lawful settlement clearly says so.

11. External routes

Consumers may contact a competent consumer ombudsman, ADR entity, UOKiK or court; privacy concerns may be raised with the President of the Personal Data Protection Office (UODO). The former EU ODR platform was discontinued and is not presented as an available route. Nothing prevents reporting crime or safety issues to competent authorities.

12. DSA internal complaint availability and records

Where Article 20 of the Digital Services Act applies to Findit, an eligible recipient - including a person or entity that submitted a notice - must have free electronic access to the internal complaint system for at least six months from communication of the relevant decision. The complaint may challenge decisions on illegality, incompatibility with the terms, visibility, removal, suspension, monetisation or account access within the scope of that Article.

The decision must not be made solely by automated means and must be supervised by appropriately qualified staff where the law requires. Findit should record the ground, outcome, decision time and reversal status required for transparency reporting. Findit applies the statutory route where required, taking account of any applicable micro- or small-enterprise exemption, and may voluntarily provide an equivalent route where the statutory section does not apply.

13. Complaint routing matrix

Findit is the primary handler for Platform errors, account and moderation decisions, Findit fees, privacy requests for which it is controller, and any Findit Direct supply. The identified provider, seller, organiser, employer, agency, landlord, dealer or advertiser is the primary handler for its own performance, conformity, sales documents and category duties. A payment provider handles scheme or account decisions within its regulated role. Findit may coordinate records and voluntary dispute support without displacing a mandatory duty or becoming the contractual supplier by that assistance alone.