Complaints

How to challenge something we did, and what we do with your complaint.

What you can complain about

• a listing or buying request that was refused, removed, suspended or restricted;
• a verification tier decision, including a document we declined to accept;
• an account suspension or termination;
• how your listings are ranked or matched (see how ranking works);
• a technical failure that prevented you using the service;
• anything else we did, or failed to do, under our terms.

A dispute with another user about goods, payment or delivery is different: we are not a party to it and cannot adjudicate it. We will still act on listings and accounts where a user has behaved unlawfully or fraudulently — see safe trading, which is honest about the limits of what we can do once money has moved.

How to complain

Email info@biovern.eu with “Complaint” in the subject. Please include:

• your company name and the email address on the account;
• what happened, and the URL of the listing, request or page involved;
• the statement of reasons you received, if you are challenging a decision;
• what outcome you are asking for.

You may complain in English or Latvian. Complain in your own words — there is no form, and a complaint will not be rejected on formatting.

What happens next

1. Acknowledgement, within 5 working days. You will get confirmation that the complaint is open.
2. Review. We look at the original decision and its recorded reasons. Every moderation decision here is stored with its author, its reason and its timestamp, so a review examines what was actually decided rather than what someone remembers deciding.
3. Outcome, within 20 working days of acknowledgement, in writing, with reasons. If a complaint is genuinely complex we will tell you before that deadline and give a revised one.
4. If we were wrong, we reverse it. A listing refused in error is reinstated and can be resubmitted; a tier applied in error is corrected.

Complaints are handled by the operator directly. We will not disadvantage you for complaining.

If you are not satisfied

You may pursue the matter through the courts of Latvia, or through any mediator both sides agree to. Nothing here limits a right you have under the law of your own place of establishment, and nothing here needs to be exhausted before you go elsewhere.

Business users of online platforms in the EU may also raise concerns with their national authority responsible for the P2B Regulation.

A note on our size

Art. 11 of the P2B Regulation does not require a small enterprise to operate an internal complaint-handling system, and this platform is very likely a small enterprise for that purpose. We publish this process regardless. Telling a supplier why we removed their listing while giving them nowhere to take it would make the explanation worthless, and the explanation is the part that matters.

Reporting illegal content

To report a listing you believe is illegal or infringes your rights, email info@biovern.eu with the URL and an explanation of why. You do not need an account. We will assess it and tell you what we decided. If we remove content, the company that posted it receives a statement of reasons and may challenge it through this same process.