Support Center & Contacts
1. General Information
1.1. The Platform provides Users with access to a support service for resolving issues related to service use, listing placement, and security.
1.2. The Platform ensures the ability of direct and prompt communication with Users through electronic means of communication in accordance with applicable legislation.
2. Communication Channels
2.1. Primary communication channel (Single Point of Contact):
2.2. Additional channels:
- Feedback form in personal account
- Frequently Asked Questions (FAQ) section
2.3. Contact information is publicly available and posted on the Platform in a user-friendly format.
3. Getting Help
3.1. Users can contact support regarding:
- Platform operation
- Listing placement
- Account verification
- Security and suspicious activity
3.2. To expedite request processing, it is recommended to provide:
- User ID
- Link to listing
- Problem description
4. Complaints and Appeals (Notice & Action)
4.1. A User or third party may report content they consider illegal or in violation of the rules via the "Report" button or by email.
4.2. The Platform reviews such notifications without undue delay.
4.3. The User has the right to appeal Platform decisions (Appeals) within 6 months of the decision.
4.4. Complaints and appeals are processed in accordance with legal requirements and the Platform's internal procedures.
5. Request Processing Times
5.1. Support processes requests Monday through Friday, 09:00 to 18:00 (EET/EEST).
5.2. Standard response time is up to 24 hours on business days.
5.3. Response times may be extended on weekends and public holidays.
6. Bug Reports
6.1. Users may report technical errors by submitting a request marked "Bug Report".
6.2. The Platform reviews such reports on a priority basis and may use the information to improve the service.
7. Communication Languages
7.1. The Platform provides support in languages understood by the majority of Users, including at least one European Union language corresponding to the service market.