When does this apply?

This applies if we have:

–  removed or restricted content or a listing you published,

–  suspended or ended your account or your use of our services, or

–  rejected a report you sent us about illegal content.

Step 1: Please complain to us first

Please use our internal complaint procedure before anything else. Send your complaint to compliance@beds24.com within six months of our decision. We will review it and reply within 14 days.

Step 2: Out-of-court dispute resolution

If you are not happy with the result, you can bring the dispute to a certified out-of-court dispute settlement body under Article 21 of the EU Digital Services Act. Such a body is neutral, independent, and not part of Beds24.

The body we name in our Terms and Conditions is:

ADROIT – Alternative Dispute Resolution of Information Technologies

Website: https://adroit.legal

ADROIT was certified by the Malta Communications Authority on 10 July 2024. Its areas of expertise include online booking platforms and marketplaces, and it works in English and German, among other languages.

You are free to choose a different body. You may use any dispute settlement body certified under Article 21 of the Digital Services Act whose area of expertise covers your dispute. The European Commission publishes the full list here:

https://digital-strategy.ec.europa.eu/en/policies/dsa-out-court-dispute-settlement

Good to know

–  Using this route is voluntary. You do not have to.

–  The body's decision is not binding on either side. However, both you and Beds24 must take part in the procedure in good faith.

–  For you the procedure is usually free or low-cost. If the body decides in your favour, Beds24 pays the fees. Please check the fee information on the body's own website before you file.

–  You can always go to court instead. This procedure does not take that right away from you.

Legal basis: Article 21 of Regulation (EU) 2022/2065 (Digital Services Act).