Complaint Handling & Dispute Resolution

Karuvia Care OÜ
Version 1.0 — Effective 24 July 2026 — Last updated 24 July 2026

Karuvia Care OÜ is committed to handling complaints fairly, consistently and efficiently. This policy explains how complaints connected to the Karuvia Marketplace may be submitted, reviewed, resolved or escalated, while preserving any statutory consumer rights available under applicable law.

1. Purpose

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, Service Providers and Karuvia.

2. Scope

This Policy applies to complaints relating to:

  • the operation of the Marketplace;
  • Customer accounts;
  • Vendor accounts;
  • Service Provider 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.

3. Types of Complaints

Examples of complaints may include:

  • dissatisfaction with Marketplace services;
  • Vendor conduct;
  • Service Provider 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.

Commercial disputes regarding product quality, delivery, warranties or refunds should first be addressed directly with the relevant Vendor or Service Provider unless Karuvia is expressly responsible under the applicable terms.

4. How to Submit a Complaint

Complaints may be submitted 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 Service Provider 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: julianuss@karuvia.com

5. Acknowledgement

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.

6. Initial Review and Triage

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 Service Provider 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.

7. Investigation

Karuvia may:

  • review the information provided;
  • request additional information;
  • review Marketplace records;
  • contact the relevant Vendor or Service Provider;
  • 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.

8. Resolution

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;
  • refer the complainant to a Vendor, Service Provider or other appropriate party;
  • 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.

9. Complaints Involving Vendors or Service Providers

Where a complaint concerns a Vendor or Service Provider, 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.

10. Escalation and Internal Review

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.

11. Alternative Dispute Resolution and Legal Rights

Nothing in this Policy prevents Customers, Vendors or Service Providers 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.

12. Abuse of the Complaint Process

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.

13. Record Keeping and Privacy

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.

14. Relationship with Other Policies

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.

15. Changes to this Policy

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.

16. Contact Us

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

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