Complaints Procedure for the Recordio Platform Services

1. Introduction and scope

This Complaints Procedure governs the process for Complaints concerning the services of the operator of the Recordio platform submitted by users. These are Complaints in which the operator is a party to the dispute — in particular Complaints concerning platform fees, service quality, account suspension, technical issues and moderation decisions.

This document forms an integral part of the Terms of Service of Recordio (Article 2.4) and follows Chapter 22 of the Terms of Service. In the event of any conflict between this Complaints Procedure and the Terms of Service, the hierarchy set out in Article 2.4 of the Terms of Service shall apply.

2. What may be complained about under this Complaints Procedure

Under this Complaints Procedure, users may submit Complaints regarding the services of the operator of the Recordio platform, in particular:

the amount, calculation or due date of a platform fee, in particular complaints relating to the sales fee;
invoicing (incorrect invoice details, incorrect calculation, incorrect payer);
the quality of the service provided (technical issues, platform unavailability, loss of data attributable to the platform);
decisions of the operator concerning the user’s account (account suspension, restriction of functions, account termination);
moderation decisions (removal of an Offer, hiding of content, removal of a review);
the professional care of support (quality or conduct of customer support).

3. What may NOT be complained about under this Complaints Procedure

This Complaints Procedure does not apply to the following situations, because in such cases the operator is not a party to the dispute:

3.1 Disputes between Buyer and Seller

Disputes concerning a purchase contract between users (in particular the factual condition of the item, its defects, delivery, payment, refunds between users) are resolved directly between Buyer and Seller in accordance with Article 22.3 of the Terms of Service. The operator is not a party to such disputes and cannot decide claims between users.

In such cases, we recommend:

first attempting an amicable resolution through the platform chat;
using the “Report a transaction problem” function in the platform interface (Article 22.5 of the Terms of Service);
as a last resort, asserting the claim directly against the other party in court or by another method provided for by law.

3.2 Complaints about goods against the Seller

Complaints concerning factual defects in goods must be asserted directly against the Seller under the general provisions of the Civil Code. Since the platform in version 1.0 is intended for the C2C model (Article 4.7 of the Terms of Service), this will generally not be a consumer relationship and the special consumer rights applicable to purchases from a trader will not apply.

4. Form and content of a Complaint

4.1 Form of Complaint

A Complaint may be submitted:

by e-mail to support@recordio.cz (ordinary Complaints) or legal@recordio.cz (legal matters, serious disputes);
through the platform interface, if such a function is available (for example the “Report a problem” function for a specific invoice or Transaction).

4.2 Content of a Complaint

A Complaint should contain:

identification of the user (the e-mail address registered to the account, or name);
a description of the problem or claim;
the specific Transaction, invoice, Offer or event to which the Complaint relates (identifier, date, URL);
the requested method of resolution (refund, correction of data, restoration of an Offer, other remedy);
any additional information or attachments (screenshots, documents).

If the Complaint does not contain sufficient information for it to be processed, the operator may ask the user to supplement it.

5. Time limit for submitting a Complaint

5.1 General time limit

A Complaint may be submitted without undue delay after the reason for the Complaint has been discovered, but no later than:

for invoicing Complaints, within 6 months of the invoice being issued;
for technical Complaints concerning the service, within 30 days of the event giving rise to the Complaint;
for moderation decisions, within the time limits set out in Article 25.2.7 of the Terms of Service (30 days for ordinary decisions, 6 months for decisions falling under the DSA).

5.2 Limitation periods

Limitation periods for asserting claims are governed by the general provisions of the Civil Code. The time limits set out in Article 5.1 are contractual time limits for internal handling of a Complaint under this Complaints Procedure; they do not affect statutory limitation periods for asserting claims in court.

6. Time limit for handling a Complaint

6.1 Standard time limit

The operator will handle a Complaint without undue delay, indicatively within 14 days of receipt.

6.2 More complex cases

If a Complaint is more complex or requires further investigation (in particular establishing technical details or obtaining materials from suppliers), the operator may extend the time limit, but not beyond 30 days from receipt of the Complaint. The operator will inform the user of the extension and state the reason.

6.3 Complaints against moderation decisions

For Complaints concerning moderation decisions under the DSA (Chapter 25 of the Terms of Service), the time limits set out in Article 25.2.7 of the Terms of Service shall apply.

7. Procedure for handling a Complaint

7.1 Confirmation of receipt

The operator will confirm receipt of the Complaint to the user without undue delay, usually automatically by e-mail.

7.2 Investigation

The operator will assess the Complaint on the basis of:

the information contained in the Complaint;
available records concerning the Transaction, invoice or Offer;
chat history and communication between the parties;
technical logs and other internal records;
any statements from third parties (suppliers, the other party to the Transaction).

7.3 Decision

The operator may:

accept the Complaint in full and carry out the requested remedy;
accept the Complaint in part and carry out a partial remedy;
reject the Complaint stating the reason;
resolve the Complaint by agreement with the user (for example by providing compensation outside the original request).

7.4 Form of notification

The operator will inform the user in writing of the outcome of the Complaint by e-mail or through the platform interface. The information shall include:

the decision on the Complaint;
the reasoning for the decision;
if the Complaint is accepted, a description of the remedy carried out;
if the Complaint is rejected, information on possible next steps (in particular alternative dispute resolution under Article 8 of this Complaints Procedure).

7.5 Carrying out the remedy

If the Complaint is accepted and requires a financial remedy (for example cancellation of an invoice, refund of a paid fee), the operator will carry it out without undue delay, usually within 14 days of the decision on the Complaint.

8. Alternative dispute resolution

8.1 ADR for consumers

If a dispute between a consumer-user and the operator cannot be resolved by direct agreement through a Complaint, the consumer has the right to contact the competent alternative dispute resolution entity for consumer disputes:

Czech Trade Inspection Authority Central Inspectorate — ADR Department Štěpánská 567/15 120 00 Prague 2 website: www.coi.cz e-mail: adr@coi.cz

8.2 Time limit for submitting an ADR proposal

A proposal for alternative dispute resolution may be submitted no later than one year from the date on which the consumer first asserted the right that is the subject of the dispute with the operator (in particular through a Complaint).

8.3 Consumers from the EU

Consumers from other Member States of the European Union may contact the competent alternative dispute resolution entity for consumer disputes in the country of their habitual residence under Directive 2013/11/EU of the European Parliament and of the Council.

8.4 Court resolution

The consumer may at any time bring the matter before the competent court under Article 32 of the Terms of Service. Alternative dispute resolution is not a prerequisite for asserting claims in court.

9. Disputes concerning content moderation (DSA)

Complaints concerning moderation decisions (removal of an Offer, hiding of content, restriction of an account, reduction of Trust Level) are handled under the special DSA Notice & Action procedure set out in Chapter 25 of the Terms of Service.

The following apply in particular to such Complaints:

the appeal period is 30 days for ordinary decisions and 6 months for decisions falling under the DSA;
form of submission: by e-mail to abuse@recordio.cz or through the platform interface;
the right to human review of decisions made with the assistance of automated tools;
where applicable, the right to contact a certified out-of-court dispute settlement body under Article 21 DSA.

10. Costs of a Complaint

Handling a Complaint under this Complaints Procedure is free of charge for the user. Costs associated with the Complaint (in particular costs associated with submitting the Complaint) shall be borne by each party separately, unless a legal regulation or agreement provides otherwise.

11. Contact

For Complaints and disputes concerning the service, please use:

support@recordio.cz — ordinary Complaints, technical issues, invoicing;
legal@recordio.cz — legal matters, serious disputes, formal notices;
abuse@recordio.cz — appeals against moderation decisions and DSA matters.

12. Changes to this Complaints Procedure

The operator may amend this Complaints Procedure in accordance with the procedure for changes to the Terms of Service (Chapter 31 of the Terms of Service). The current version is always available on the platform.

13. Effectiveness

This Complaints Procedure is effective from 1 June 2026.