Complaints & Dispute Resolution.

Version 1.0 — in force from 7 October 2026

This policy explains how to complain to Viroan and what happens next: a complaint about a Product, a payment or the service; a report of content you consider illegal; a request to review a measure taken on your account; and the out-of-court and court routes open to you. It forms part of the Terms of Service (clauses 9, 11 and 15) and uses the terms defined there.

1. How to make a complaint

1.1. You may complain by email to support@viroan.com or through the complaint facility in the application. No particular form is required.

1.2. It helps us if you give the email on your account, the Product or order concerned, what went wrong and what you would like us to do; a complaint is valid even without them.

1.3. The period for us to answer begins when your complaint is sent to that address or submitted through that facility.

2. Our answer

2.1. We answer a consumer complaint within 14 days, on a durable medium (normally by email).

2.2. If a consumer complaint is not answered within 14 days, it is treated as accepted; for a complaint about the conformity of a Product (clause 8 of the Terms of Service), acceptance means that we provide the remedy the law allows for the matter complained of, and not any other relief that may have been demanded. Your statutory remedies for a defective Product are unaffected and are described in the Refunds & Withdrawal policy.

2.3. If we reject a complaint, we tell you why and we tell you the routes set out below.

3. Reporting illegal content

3.1. Any person, whether or not they hold an account, may report content on the platform they consider illegal — a Product, a review, a message or a profile — using the report control on the item concerned, the form for reporting illegal content on the Viroan website, or by email to legal@viroan.com.

3.2. So that we can act, please give: a sufficient explanation of why the content is illegal; its exact location (a link); your name and email address (except where the report concerns certain offences against children); and, where you can, a statement that you believe the report to be accurate and made in good faith.

3.3. We confirm receipt, decide without undue delay, tell you our decision and the redress available against it, and state whether automated means were used in reaching it. Misuse of the reporting facility — repeated unfounded or bad-faith reports — is a breach of the Terms.

4. If we take a measure on your account

4.1. Where we restrict, suspend or close an account, remove content or reduce a ranking, we give you a statement of reasons as described in clause 11.4 of the Terms of Service — the facts, the contractual or legal ground, whether automated means were used, the scope and duration, and how to seek review — save in the narrow cases set out in that clause, where the law or an order of a competent authority prohibits disclosure, or where disclosure would reveal a suspicion of money laundering, terrorist financing or a breach of sanctions law; we then give only the information the law permits, which may be none.

4.2. To ask us to review a measure, reply to the statement of reasons or write to support@viroan.com. A decision taken by automated means alone may be contested, and you may ask for it to be reviewed by a person, as described in the Privacy Policy.

4.3. This internal review does not replace the out-of-court and court routes below.

5. Out-of-court dispute resolution

5.1. Viroan is not obliged to use, and does not commit in advance to, a particular out-of-court dispute-resolution body. When we reject a consumer complaint, we state on a durable medium whether we agree to resolve that dispute out of court and, if so, before which body. If we do not tell you that we refuse, we are deemed to have agreed.

5.2. Independently of our position, as a consumer you may use the out-of-court routes open to you. In Poland these include the Trade Inspection (Wojewódzki Inspektorat Inspekcji Handlowej) and, for free assistance, the district or municipal consumer ombudsman (powiatowy lub miejski rzecznik konsumentów). For a cross-border dispute within the European Union, the European Consumer Centre (ECC-Net) can assist. The register of authorised out-of-court bodies is kept by the President of the Office of Competition and Consumer Protection (UOKiK), at uokik.gov.pl.

5.3. The European Commission’s online dispute resolution (ODR) platform ceased to operate in 2025 and is no longer a route.

6. Authorities and the courts

6.1. You may also bring the matter to the competent authorities: the President of UOKiK for the collective interests of consumers; the Digital Services Coordinator designated in Poland for matters under the Digital Services Act; and, for personal data, the President of the Personal Data Protection Office (see the Privacy Policy).

6.2. You may always go to court. Which court, and the law that applies, are set out in clause 16 of the Terms of Service: as a consumer you may bring proceedings in the country where you are resident or in Poland, and Viroan may bring proceedings against you only in the country where you are resident.

7. Creators

Where you use the marketplace as a Creator — a business user — the statement of reasons for a measure and the notice before Viroan ends the provision of its service to you are given as the Terms of Service and the Creator Agreement provide; nothing in this policy reduces a right that the law on online intermediation services gives you.

8. Contact and language

For any complaint write to support@viroan.com, and for a report of illegal content or a matter for the authorities, legal@viroan.com. This policy is published in English and Polish; the Polish version applies to a reader who is a Polish citizen or resident in Poland, and the English version in all other cases (clause 16.3 of the Terms of Service).