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.
Under this Complaints Procedure, users may submit Complaints regarding the services of the operator of the Recordio platform, in particular:
This Complaints Procedure does not apply to the following situations, because in such cases the operator is not a party to the dispute:
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:
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.
A Complaint may be submitted:
A Complaint should contain:
If the Complaint does not contain sufficient information for it to be processed, the operator may ask the user to supplement it.
A Complaint may be submitted without undue delay after the reason for the Complaint has been discovered, but no later than:
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.
The operator will handle a Complaint without undue delay, indicatively within 14 days of receipt.
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.
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.
The operator will confirm receipt of the Complaint to the user without undue delay, usually automatically by e-mail.
The operator will assess the Complaint on the basis of:
The operator may:
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:
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.
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
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).
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.
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.
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:
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.
For Complaints and disputes concerning the service, please use:
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.
This Complaints Procedure is effective from 1 June 2026.
