Complaint Handling & Dispute Resolution

Karuvia Care OÜ (“Karuvia”, “we”, “our”, or “us”) is committed to resolving complaints fairly, consistently and efficiently.

This Complaint Handling & Dispute Resolution Policy explains how complaints relating to the Karuvia Marketplace may be submitted, reviewed and, where appropriate, resolved.

Our goal is to promote trust, transparency and continuous improvement while supporting positive relationships between Customers, Vendors, Experts and Karuvia.

This Policy applies to complaints relating to:

• the operation of the Marketplace;
• Customer accounts;
• Vendor accounts;
• Expert accounts;
• Marketplace policies and decisions;
• product listings;
• service listings;
• customer service;
• reviews and ratings;
• Marketplace moderation;
• alleged breaches of Marketplace policies;
• technical or accessibility concerns connected to the Marketplace; and
• other Marketplace-related concerns that Karuvia can reasonably review.

This Policy does not replace any statutory consumer rights available under applicable law.

Examples of complaints may include:

• dissatisfaction with Marketplace services;
• Vendor conduct;
• Expert conduct;
• delays in communication;
• incorrect Marketplace information;
• moderation decisions;
• account suspensions;
• removal of listings;
• policy enforcement;
• technical issues;
• accessibility concerns;
• reviews, ratings or community-content concerns; and
• suspected misuse of Marketplace functionality.

Complaints about a product, order, service or voucher should be raised first with the Vendor or Expert responsible, through your Karuvia account. They are the seller, they hold the order, and most matters are settled quickly that way. If they do not reply within a reasonable period, or the matter is not resolved, escalate it to Karuvia and we will take it up on your behalf. Some matters come to Karuvia directly and need no prior contact with anyone: the operation of the Marketplace, your account, payments, moderation decisions, accessibility, privacy, illegal content, fraud, and product safety. A withdrawal is not a complaint. Where you are exercising a statutory right of withdrawal you do not need to complain first, and doing so does not affect that right.

Complaints may be submitted using the form at the end of this page, or by email. Please include, where possible:

• your full name;
• account email address;
• order number, listing reference or service reference, if applicable;
• description of the complaint;
• relevant dates;
• supporting documentation, screenshots or correspondence;
• the Vendor or Expert involved, if applicable;
• the outcome you are seeking; and
• any urgent safety, legal or accessibility concern that should be highlighted.

Complaints should be sent to: management@karuvia.com

Karuvia will endeavour to acknowledge receipt of complaints within a reasonable timeframe.

Acknowledgement does not indicate that the complaint has been accepted or upheld. It confirms that the complaint has been received for review.

After receiving a complaint, Karuvia may conduct an initial review to understand the issue, identify whether additional information is required, and determine whether the matter should be handled by Karuvia, a Vendor, a Expert or another appropriate route.

Where a complaint appears to involve safety, fraud, illegal content, accessibility, data protection or intellectual property concerns, Karuvia may prioritise or route the matter according to the relevant internal process and applicable policies.

Karuvia may:

• review the information provided;
• request additional information;
• review Marketplace records;
• contact the relevant Vendor or Expert;
• consult internal teams;
• review applicable Marketplace policies and agreements;
• seek legal advice where appropriate; and
• consider whether interim action is appropriate while the complaint is being reviewed.

Each complaint will be assessed on its own merits and on the information reasonably available to Karuvia.

Following investigation, Karuvia may:

• determine that no further action is required;
• provide clarification or information;
• request corrective action;
• issue recommendations;
• require compliance with Marketplace policies;
• remove Marketplace content;
• restrict, suspend or terminate Marketplace privileges where permitted;
• coordinate the matter with the responsible Vendor or Expert while remaining available to the complainant;
• cooperate with recognised dispute resolution bodies where appropriate; or
• take any other action permitted under applicable agreements, policies and law.

The nature of the resolution will depend on the complaint, available evidence, contractual responsibilities, applicable policies and applicable law.

Where a complaint concerns a Vendor or Expert, Karuvia may:

• notify the relevant party;
• request a response;
• facilitate communication between the parties where appropriate;
• consider the complaint as part of ongoing Marketplace quality monitoring; and
• take action under applicable Marketplace policies where appropriate.

Karuvia does not act as the seller of products or provider of services unless expressly stated.

If a complainant is dissatisfied with Karuvia’s initial response, the complainant may request a further internal review by providing additional information or explaining why the original decision should be reconsidered.

Karuvia will review the request objectively and communicate its final internal decision where appropriate.

Nothing in this Policy prevents Customers, Vendors or Experts from exercising any rights available under applicable law, including access to alternative dispute resolution or the competent courts.

Where appropriate, Karuvia may cooperate with recognised dispute resolution bodies.

This Policy does not limit mandatory consumer rights, statutory remedies or other rights that cannot be excluded under applicable law.

The complaint process must not be misused. Karuvia may take appropriate action where complaints are:

• knowingly false;
• abusive;
• repetitive without new information;
• submitted for the purpose of harassment;
• intended to interfere with the lawful use of the Marketplace; or
• otherwise made in bad faith.

Such action will be proportionate and consistent with applicable law.

Karuvia may retain records of complaints, correspondence and related decisions for as long as reasonably necessary to:

• investigate complaints;
• comply with legal obligations;
• resolve disputes;
• support appeals or internal reviews;
• protect Marketplace users and operations; and
• improve Marketplace operations.

Personal data will be processed in accordance with the Privacy Policy.

This Policy should be read together with the:

• Customer Terms & Conditions;
• Privacy Policy;
• Vendor Agreement;
• Marketplace Standards;
• Community & Review Guidelines;
• Acceptable Use Policy;
• Copyright & Intellectual Property Policy;
• Illegal Content & Notice-and-Action Policy;
• Accessibility Statement; and
• AI Transparency & Responsible Use Policy, where AI-assisted Marketplace processes are relevant.

Karuvia may amend this Policy from time to time to reflect changes in applicable law, Marketplace functionality, operational procedures, regulatory guidance or related Marketplace policies.

The latest version will be published on the Marketplace together with its effective date.

If you have any questions regarding this Policy or wish to submit a complaint, please contact:

Karuvia Care OÜ
management@karuvia.com
www.karuvia.com

You can submit a complaint here rather than composing an email. The form asks for the information listed in section 4, so nothing has to be chased afterwards, and it reaches the same team at the same address.

Nothing on this page affects your statutory consumer rights.

Is a product unsafe? If a product may have harmed an animal or a person, or a listing is missing the warnings, manufacturer details or traceability information it must carry, use Report a Safety Concern rather than the complaint form. Safety reports are handled without undue delay.