Terms of Service


Nonmono.dating is a dating and networking service (the ‘Service’), which is accessible online to registered members (the ‘Members’). By using the Service, Members can access the Profiles of other registered Members.

The Service is provided by:

Name: Moltoperation Ltd.
Registered seat: International House 24 Holborn Viaduct, City Of London, London, England, EC1A 2BN
Tax registration number: 623 26753 21326A
Company registration number: 11109707
Phone: +447985505061
Central e-mail address: [email protected]
Company registry kept by: Companies House
Contact details concerning data protection/data processing: e-mail: [email protected]; telephone +447985505061

Contact details of the data protection officer: [email protected]

hereinafter: ‘Service Provider’).

Opening hours of our customer service: 10-18 o’clock (London local time) on weekdays

Data of hosting service provider:

Name: Amazon Web Services (AWS)
Registered seat: William Way, Associate General Counsel, Privacy, Amazon.com, Inc., 2021 Seventh Ave, Seattle, Washington 98121, USA
e-mail: [email protected]

The Service is available to Members free of charge during the introductory period, after that it is accessible free of charge or against a subscription fee. 

The Service can be used only by Members. Prior to becoming a Member by registration, please read through carefully the general terms and conditions below (hereinafter: General Terms and Conditions or GTC), as they form the basis of the contractual agreement to be concluded between yourself as Member and us as Service Provider.

If you agree with the General Terms and Conditions, please tick the box ‘I accept the Terms and Conditions’ on the registration Profile page, by which you make the following statement: ‘I have read the general terms and conditions concerning the use of the Service and the data protection provisions, I accept them, I agree with them, and I accept to be bound by them.’ By ticking the box, you will be bound by the general terms and conditions below, so if you do not agree with them, please do not register as a Member.

After receiving your registration, we will send an immediate confirmation to the e-mail address provided by you, which means the acceptance of your offer. If we do not confirm your registration within 48 hours, you will no longer be bound by your offer.

  1. Definitions

Unless the context requires otherwise, the capitalised words below shall have the following meaning for the purpose of these GTC:

‘Agreement” or ‘Contract’: The agreement concluded between you and us, which contains the requirements concerning the use of the Service, included in these Terms and Conditions.

‘Website’: Our website available at the URL www.nonmono.dating, or any other URL, which we use for the purposes of providing the Service from time to time.

‘Service’: the service that we provide to you, including, but not limited to, browsing the Website, contacting other Members via the Website, and/or the possibility for other Members to make contact you, as well as you disclosing information on the Website.

‘User’: any person browsing the Website.

‘You’: the individual whose membership application for the Service was accepted by us.

‘Member’: any individual over the age of 18, whose membership was accepted by us, and whose membership currently exists, including Members without having a valid subscription and those having a valid subscription.

‘We’: means nonmono.dating and the Service Provider (having the contact details specified above) providing the service.

‘Profile’: the data sheet that contains the data, photos and/or information relating to you, provided by you and intended for the public.

‘Intellectual Property Rights’: any patent, database right, copyright, design protection (whether registered or not), trademark (whether registered or not), trade name or any other similar intellectual or industrial property right protection, wherever it exists in the world, together with any entitlements relating to their protection.

  1. Basic provisions

2.1./ If accepted by you, this document will become an effective Contract between you and us. Our system is retrievable in an electronic form for 5 years, and it stores the declaration concerning the acceptance of the general terms and conditions in a form that proves acceptance beyond doubt, along with the reference number allocated to it.

2.2./ These terms and conditions supersede any contractual condition that was previously communicated to you, and they exclude any other agreement or contractual terms and condition between us.

2.3./ We reserve the right to amend these general terms and conditions at any time. In case any modification is made to these terms and conditions, we will publish the updated terms and conditions under the page General Terms and Conditions of our website without delay, and we will also notify you of the modification by e-mail or by publishing a notification on the Website.

The amended Terms and Conditions shall enter into force on the 31st day from publication. By continuing to use the Service following the entry into force of the amended Terms and Conditions, it will be deemed that you accept the amended terms and conditions, and the amended Agreement will become binding upon you as from the entry into force. If you do not agree with the amended Terms and Conditions, you can terminate this Agreement at any time.

2.4./ We reserve the right to refuse any applications for membership and to terminate existing memberships.

2.5./ We reserve the right to make changes to the Service as may be required from time to time by the legislative changes or the applicable safety requirements.

2.6./ The Service and the Website are exclusively intended to be used by natural person Members for private purposes, and they must not be used in connection with any economic activity. The Members cannot use the Service for any commercial, advertising and other business purposes, nor can they disclose to third parties for such purposes any data that they have acquired via the Service. The unlawful or unauthorised use of the Service or the Website, contrary to the provisions of the Agreement, may result in the termination of the Agreement with immediate effect, without refund, and taking legal steps, including litigious and non-litigious civil and criminal proceedings.

2.7./ According to the provisions of this Agreement the Members are liable for any information disclosed by them. The disclosure of false and unlawful data shall result in the termination of the Agreement with immediate effect and the exclusion of the Member. However, in accordance with the provisions of these GTC, the Service Provider shall not be liable if any Member discloses any false or unlawful data of himself/herself.

  1. Obligations of the Member

Please read the rules below with particular thoroughness because if you infringe any of these rules, the Service Provider will become entitled to block your balance, to automatically delete the messages or content in question, to prevent the publication of the whole or a part of your Profile, and/or to block your access to the Service, to partially or fully exclude you from the Service temporarily or permanently without paying compensation or any refund, and enforcing any potential criminal and/or civil legal consequences.

The Member:

3.1./ May only exercise his/her freedom of expression without infringing others’ rights.

3.2./ Must not disclose his/her personal data (in particular but not only: his/her full name, phone number, address and/or e-mail address or URL) on the Profile, or any other information based on which he/she/they can be directly contacted.

3.3./ Must not transfer and/or publish information, images or any other material that is in breach of any legislation, regulation or provision or infringes the right of any third person. The Member is only entitled to upload images of himself/herself, which are of acceptable quality and which have not been edited using image enhancing effects. It is forbidden to include in the photos any inscription that contains personal data (e.g. phone number, e-mail address, URL advertising other websites, etc.).

3.4./ Must not misuse the Service or any information disclosed via the Service. Therefore, he/she/they must not use the Service openly or implicitly to advertise another Website, service and/or business, and, in particular, he/she/they must not offer or advertise sexual services. he/she/they must not acquire new customers from among the members, nor must he/she/they sell or purchase products and/or services by using the Service. he/she/they must not send group e-mails or spam e-mails to other Members.

3.5./ he/she/they must not attempt to gain unauthorised access to any information held in the Service or any network providing the Service.

3.6./ he/she/they must not in any way disclose and/or make a copy of information or material constituting an intellectual product the property rights of which belong to another person, unless they have obtained the prior consent of the proprietor of such right.

3.7./ he/she/they must not make a copy either in whole or partially of any information and data found on the Website (including but not only the information found on the Profile of other Members) for any purpose other than those specified in this Agreement.

3.8./ he/she/they must not transfer, assign or share his/her user rights and/or authorise any third person to use the service on his/her behalf.

3.9./ he/she/they must not transfer and/or publish and/or e-mail to other Members information, images and/or other material that is pornographic, racist, offensive, libelous, harassing, against good taste, threatening, defamatory and/or obscene. he/she/they states under penalty of perjury that he/she/they will not commit an abuse by uploading forbidden pornographic images on the Website or any other crime.

3.10./ he/she/they must not transfer and/or publish and/or e-mail to other Members information, images and/or other material that is capable of offending the political and/or religious beliefs of other Members, or the possession, publication or transmission of which is in breach of the law.

3.11./ he/she/they mus not disturb in any manner the technical operation of the Service or the Website.

In particular but not only:

  • he/she/they must not upload to the Service any material that contains viruses or is copyright protected.
  • he/she/they must not attempt to capture other Members’ e-mails.
  • he/she/they must not use any device, software or program that attempt to interfere with the intended use of the Website.

3.12./ Any conduct violating community standards, incitement to racial prejudice or promotion of such ideas, advertising other sites, services, display of own or someone else’s personal data, personal and targeted communication to other users, insulting other members are forbidden in the forum posts.

3.13./ he/she/they is not entitled to share content contrary or harmful to the image, appearance, philosophy of the Service Provider or the sites operated by it, or any defamatory content.

3.14./ The user must not create multiple registrations.

3.15./ It is forbidden to upload any explicit sexual content (in particular but not limited to images of genitalia and uncovered nipples in the case of women); the manager of the Site filters such content and always strives to delete such content. The decision of the Site’s manager is not open for discussion.

  1. Fees and payment

4.1./ Certain Services are only accessible against a fee after the introductory period (Subscription Services).

4.2./ Subscription Services and the respective subscription fees relating thereto can be found under the ‘Subscription’ menu on the Website. The information on the Subscription page form part of these General Terms and Conditions. The subscription fees are subject to change from time to time. Any increase in the subscription fees shall be published under menu the ‘Subscription’ menu and it shall become effective on the day of publication.

4.3./ The fees published on the Website are gross, excluding value added tax. We do not assume any liability for the fees stated incorrectly as a result of a mistake.

4.4./ No refund shall be granted for any shutdown or unavailability of the Service that result from technical problems not attributable to us.

The hibernation of the Profile does not amend the subscription contract, nor does it change the expiry date of the subscription package.

  1. The Profile

5.1./ You are aware that other Users can display and view your Profile, and you can also display and view the Profiles and data of other Members.

5.2./ You assume exclusive liability for the content of your Profile published via the Service and forwarded to other members.

  • If you disclosed any confidential or sensitive information of yourself and/or share such information with others, you will do so under your own responsibility. The Service Provider shall not be liable for any damage arising from this.
  • You are aware that Members alone are liable for the information disclosed by them. Members must ensure that the provided data are correct and relate to their own person. The intentional and/or fraudulent provision of false data may entail legal actions, and may lead to the termination of the Agreement with immediate effect.

5.3./ You expressly warrant that all information you disclose is credible, true, complete, not misleading, and you commit to continuously keep such information up-to-date so that it remains credible, true, complete and not misleading to other Members even if your situation changes significantly.

5.4./ We reserve the right to verify, amend and/or delete your Profile from time to time if it does not comply with the provisions of this Agreement.

  1. Using the Service

6.1./ The Website is only a forum allowing Members to post information about themselves and allows you to make contact with other Members at your own discretion via the Service. The recommendations displayed on the website do not guarantee real life compatibility with the recommended member.

6.2./ You declare that you are aware that the information that the Members disclose on their Profile merely reflects how they describe themselves. We recommend that you should not assume the information found on any Profile is necessarily and objectively correct and accurate.

Before taking action based on any information found on a Profile, or any information that has come to your attention in connection with using the Service, our advice is to make every effort – at your own cost – that you think is necessary to verify the authenticity and correctness of the information in question.

6.3./ If you make arrangements to meet anybody via the Service, you do so solely at your own risk. We recommend that you take every precaution that you think is necessary from the point of view of keeping yourself safe.

  1. Termination of Membership and/or Subscription Membership

Your membership can be terminated by ordinary termination and extraordinary termination. Upon termination of your Membership, we will promptly delete your Profile and all your membership rights arising from this contract will cease with immediate effect.

7.1./ Ordinary termination

Termination of membership by notice: Members may terminate their membership with immediate effect at any time and for any reason by clicking on the ‘My Profile’ menu then on the "Edit profile details" button and selecting ‘Delete Profile’ at the very bottom of the page. The membership of members who do not qualify as subscription members can also be terminated by us at any time, without giving reasons and with immediate effect.

7.2./ Extraordinary termination

7.2.1./ The right of Subscription Members to extraordinary termination

As the Members have the right to ordinary termination with immediate effect without giving reasons, the Members do not have right to extraordinary termination.

7.2.2./ The right of Service Provider to extraordinary termination If

a.) You violate these General Terms and Conditions or the provisions of any applicable law, whether your breach of contract or violation of law is a singular or recurring breach; or

b.) You fail to provide enough information within 3 days of your receipt of our notification requesting additional information so we can verify the credibility and/or validity of any piece of information that you disclosed, or you fail to remove any information violating our rights or the rights of other people, We shall be entitled without obligation to refund to:

a.) terminate your Membership with immediate effect, meaning this Agreement and your registration, and to erase all personal information controlled by us;

b.) suspend and/or terminate with immediate effect without prior warning your access to the Service, and to erase content previously uploaded by you.

Extraordinary termination initiated against Subscription Members leads to the termination also of their Membership with immediate effect.

7.3./ Procedure for the erasure of your personal data

You may at any time ask us to delete any of your recorded personal data or to download and/or delete your data from the site by using the buttons on your personal home page (on the site: Dashboard).

Your termination with immediate effect, which you have a right to initiate at any time in accordance with Section 7.1., will also lead to the concurrent erasure of any and all of your personal data held by us.

7.4./ Right of withdrawal

7.4.1./ As a Subscription Member, you may withdraw from the contract within a period of 14 days without having to give reasons. The deadline for withdrawal/termination shall expire 14 days after the payment of the Subscription Fee.

You can indicate your intention of withdrawal/termination by sending us a clear statement expressing this intention (e.g. by post or by electronic means) to any of our contact details below: Moltoperation Ltd. (International House 24 Holborn Viaduct, City Of London, London, England, EC1A 2BN) e-mail: [email protected]. If you decide to e-mail us, we will promptly confirm the receipt of the withdrawal/termination.

7.4.2./ Members who do not qualify as Subscription Members access the services available to them free of charge, and they have right of ordinary termination with immediate effect; therefore, they are not entitled to specific withdrawal rights.

  1. Intellectual property

8.1./ We are the sole and exclusive proprietors of all intellectual property rights in respect of the Service and the Website.

Trademarks, logos, graphic designs, photos, animations, videos and texts that appear on the website www.nonmono.dating constitute the intellectual property of the Service Provider, and they may not be reproduced, used, disclosed, disseminated, bought and sold or displayed / exhibited without our express, prior written consent.

8.2./ By accepting the Agreement, you represent and warrant to us that the information on your Profile was disclosed by yourself, and you are the sole author (authors in the case of registering as a Couple) of the Data Sheet.

8.3./ You undertake to keep confidential and to refrain from using – other than for the purposes intended by the present Agreement – any information concerning the Service that has come to your knowledge or that may come to your knowledge, except for public information, or information the disclosure of which is required by law.

8.4./ If you notice that any content published on the Website violates your intellectual property rights, you may notify us of the infringement with your statement included in a public document or a private document providing full evidence, and you may also ask us to remove the infringing content. The notification must contain the subject of the infringement and the specification of the facts demonstrating the infringement, the data necessary for identifying the information with infringing content, your name, address or registered seat, phone number and e-mail address.

8.5./ Should you share with us any suggestions for improving the Service, you acknowledge that by doing so you are authorising us and through us certain third parties to use your ideas or comments without further compensation, free of charge, without limitation to geographical area, time or the manner and extent of use, and to incorporate them into the Service in an unchanged or revised format, without consideration of the unique or original nature of your ideas.

  1. Warranty

9.1./ It is not guaranteed that the Service or any part thereof will meet your requirements, goals and/or your expectations. The Service Provider does not accept liability for the effectiveness of the Service, therefore, nor will it be liable for whether any interaction or contact is established between you and other Members, and is not liable for any damage or disadvantage incurred by you at the face-to-face meetings arranged by using the website.

9.2./ We do not offer a warranty in any way for the information accessible via the Service. We do not verify each Profile in terms of whether they are accurate and non-misleading. We do not represent and warrant that the information included on the Profiles are correct and we do not undertake any obligation to verify any information on any Profile.

9.3./ We do not offer a warranty for any errors occurring in the Service, its accessibility or uninterrupted use, when such errors are caused by the congestion of the telephone network or lines, online computer systems, servers or service providers, computer devices, software, e-mail or the Internet, or any malfunctioning of the former.

9.4./ You declare that you are aware of the nature of the service provided on the website nonmono.dating and the scope of the persons using the service, and you accept that a substantial part of the persons registered as Members may live in a marriage, partnership or other type of relationship.

With regard to the fact that we provide the Service primarily to persons being in a relationship, marriage or partnership, we do not assume moral or material liability for the damages generally arising from the deterioration, potential disruption of relationships and the nature of the service, and no such claim can be enforced against us.

By accepting these General Terms and Conditions, you state and warrant the following:

  • You were at least 18 years old at the time of registration.
  • You have not been convicted in any matter relating to the infringement of individual rights, or for committing sexual offences, and you are not under any criminal conviction or decision in a criminal matter.
  1. Disclaimer

10.1./ We do not accept liability for any error in the Service that has been caused by you and/or other Members, or for errors which would not have occurred without a Member's contribution. Furthermore, we do not accept liability for the misuse by any Members of your data disclosed by you to such Members.

10.2./ We do not accept liability for the consequences if any amount of money to be transferred by you to us is not fully paid by the due date.

10.3./ If any error occurs for which you hold us responsible, you must give us a reasonable chance to correct such error before you incur any costs and/or expenditure in connection with correcting the error yourself. Otherwise we cannot be held liable.

10.4./ We do not accept liability for claims arising from or in connection with using the Service or you having trusted information and/or other material that is accessible through the Service or that was delivered to you by other Members.

10.5./ We take every reasonable effort to keep your personal data, such as your surname, e-mail address and phone number secret, and we undertake not to disclose such information – except insofar that such information is public, or its disclosure is required by law.

However, as a result of using the Service other Users and/or unauthorised individuals (hackers) may gain access to and abuse information relating to your person. We do not accept liability for breaches committed by other Members or unauthorised users in connection with information and/or other material relating to your person that was previously made public by you or delivered by you to other Members through the Service. We fully exclude our liability for damages arising from the above.

10.6./ You are obliged to mitigate all damages, injuries, costs and expenses that you might incur based on the above provisions.

10.7./ The exclusions or limitations of our liability as set out in this Agreement do not cover instances of liability, when the power of law does not allow any exclusion or limitation of such liability.

10.8./ We do not accept liability for late Service performance and/or similar problems beyond our reasonable control, including but not limited to force majeure events, war, floods, outbreaks of fire, labour disputes, strikes, work stoppages, riots, civil unrest, deliberate causing of damage, explosions, government decrees and similar events.

10.9./ We do not accept liability for false statements made by Members. We are in no way liable for meetings taking place between the Members via the Service or in respect of meetings taking place between Members and non-members resulting from using the Website and its services.

  1. Data processing

11.1./ The controller of the data is Moltoperation Ltd. (International House 24 Holborn Viaduct, City Of London, London, England, EC1A 2BN). We manage your data in the manner and in accordance with the terms and conditions defined in our Privacy Policy. You can access our Privacy Policy on our website at any time. Please read our Privacy Policy before registering! Asour Privacy Policy constitutes an inseparable annex to the present GTC, by completing your registration you represent and warrant that you accept the terms and conditions contained therein.

The Data Controller transfers the data for data processing to the following companies:

Skalfa LLC, which carries out IT developments and maintenance.
MailChimp, which manages the newsletters, and they may use your IP address and e-mails in order to refine their service.

We use the software of Intercom for sales and support, and it may record your e-mail address, IP address and location depending on your activity.

The outgoing mails are managed by mandrill.com, which retains the sending reports for 90 days as per our official policy.

Google Analytics and moz.com collect anonymous data, but they do not contain any personal data that allows the identification of the user.

11.2./ Certain data and the IP address of the computers of the users visiting the Website are logged in order to record the visits of the users. We use these data exclusively for preparing statistics and they shall not be linked to other data. Some of our services install unique identifiers, so-called cookies on the users’ computers for the purposes of data recording, user identification and making the users’ further visits easier. The user can disable cookies at any time in his/her browser.

11.2.1./ The primary purpose of cookies is for us to make specific recommendations tailor-made to you, and to make the use of the service as efficient as possible.

11.2.2./ We also use cookies when the user accesses our services via an external advertising platform.

11.2.3./ We also use cookies to monitor the clicks, and to automatically save some of your settings.

11.2.4./ If the advertisements of the Service Provider can also be displayed by external service providers, these external service providers may use cookies to store information about the user's previous visits to various web locations of the Service Provider, and they may use this information to display advertisements that are the most relevant to the given user.

You can disable cookies on the banner located in the lower section of the Website.

11.3./ You provide us with your data by completing in the registration Profile. You can get fully informed of the types of data managed by us and the data processing purposes relating to them from our Privacy Policy forming an integral part of these GTC: https://www.nonmono.dating/policies/privacy-policy

We confirm your registration in a message sent to the e-mail address provided by you. We may send system messages linked to the service to your provided e-mail address. If on the registration page you have specifically agreed to receiving newsletters, then we may also send newsletters to your e-mail address in connection with sales and direct marketing offers relating to our and our partners’ products. Newsletters may also include advertisements concerning the products and services of the Service Provider and its contractual partners.

11.4./ Data provision during registration is voluntary. However, leaving so-called mandatory fields on the registration Data Sheet blank could result in you failing to successfully complete your registration. Registration data will remain in the system until you request their erasure. Registration data can be modified on your Profile at any time.

Certain optional sections of the registration Data Sheet may contain sensitive information. The provision of these data by you is always voluntary.

By completing the registration form you consent to having your personal data processed, including but not limited to your home address, age, marital status, nationality, smoking and drinking habits, religious and political affiliation, personality, hobbies, nationality, areas of interest and behaviour. You also give your consent to having your Profile uploaded on the Website.

11.5./ We take every precaution with regards to our databases to make sure that all your information relating to you is stored in a secure environment. Access to registered data is restricted to the Service Provider’s system managers, customer service partner and the members of the shareholders’ board, whereas certain public data are accessible to other users and visitors of the web portal. We will never disclose personal data to third parties other than for the purposes defined in this Agreement. The above is not applicable to data transfers required by law, which can only take place in exceptional circumstances. Before satisfying any information request from an authority, we will verify for every single piece of data whether the legal basis and obligation to pass on data is actually applicable.

11.6./ You explicitly consent that we may process your voluntarily provided data and that we may use such data for our advertising activity in a processed data format specified by the law.

11.7./ Agreements are electronically filed, and during their term of validity they can be retrieved. We store your data in the server rooms of Skalfa LLC. with a high level of security. Internal access is practically impossible, and data are protected against external hacking by a sophisticated firewall. However, you should be aware that in the current technological environment data involved in data transfer and transmission over the internet cannot be fully protected from unauthorised access (e.g. hackers) even with utmost care, and, therefore, we do not accept liability in connection with such access incidents.

11.8./ You may request information on the processing of your personal data. At your request, we shall provide information about your data managed by us, the purpose, legal basis and duration of the processing, the name and address (registered seat) of the Data Processor, the activity related to data processing, and who are receiving / have received data and for what purpose. Information may be requested at [email protected] You can rectify your own personal information. You can do so in your personal Profile after signing in. You are entitled to request the erasure of your data in the manner as described in Chapter 7.3, or in the case of certain services and newsletters by clicking on the 'Unsubscribe' link. From the moment of erasure, all data relating to your person will be irrevocably destroyed. The data provided on your personal Profile can be erased at any time, which results in such data being deleted from our database.

11.9./ If you feel that we have violated your right to the protection of your personal data, you can lodge a claim with a civil court, or alternatively you can ask for the assistance of the Information Commissioner's Office. Information about your further rights with respect to data management and your options to seek legal remedy, as well as detailed statutory provisions pertaining to the Data Controller's obligations are found in Data Protection Act 2018 (DPA 2018) and the General Data Protection Regulation (GDPR) as it applies in the UK.

11.10./ If you give permission on the Website to the Service Providers to determine your location (i.e. you enable the location function), by using this Service you are also deemed to consent to us showing your current position to other users with a precision of maximum 200 meters. If you do not give permission, we will display the location provided by you.

  1. Compensation

You undertake to compensate us for any damage, proceedings, lost profits, loss, incurred fees, expenses and costs (including increased administrative costs and legal fees on a full compensation basis), claim, lawsuit and any other damage and/or debt that result from any use of the Service by yourself, any information and/or other material disclosed by yourself via the Service, from any contract breach, from any act causing damage, act of negligence and/or breach of a legal obligation.

  1. Complaint management

You can lodge your complaint arising while using the Service, as the case may be, at any of the contact details set out in these GTC. Our Complaint Management service is always free of charge.

a.) Verbal complaint We will investigate your verbal complaints without delay, and we will remedy them straight away to the extent possible. If you disagree with how we are dealing with your complaint or if it is not possible to remedy your complaint straight away, then we will draw up minutes of your complaint, consult you about its contents and seek your approval. You will receive the minutes in copy. As soon as we receive your complaint, we will investigate it and we will inform you in writing of position with reasoning within 30 days of the date of submission. We record the complaints received by phone, therefore, in this case the minutes described above is replaced by phone recordings.

The minutes of your complaint will contain the following details: a) your name; b) your address, or your mailing address, if necessary; c) the place, date and time, manner of lodging the complaint; d) the detailed description of your complaint

b.) Written complaint In case of a written complaint, we investigate it upon receipt and we inform the complainant in writing of our findings within 30 days of receiving notification about the complaint. If you request us to do so, we will also notify you by e-mail about the outcome of the investigation.

We will investigate the complaint and reject or remedy it in accordance with effective laws and regulations. In our response letter we explain the outcome of the full investigation of the complaint, describing any measures taken to remedy the complaint, and in case of rejection describing reasons for the rejection. Any such communication will be complete with a clear, easy-to-understand reasoning, using simple language avoiding any unnecessary use of legal jargon. We strive to provide relevant answers in our response letter to all complaints.

c.) Book of Complaints We manage the following data in connection with our complaint management

  • Your name
  • Your home address and/or mailing address
  • Your phone number
  • method of receiving notifications
  • description of and reason for the complaint
  • your requirements in connection with the complaint
  • copies of documents in your possession and needed to substantiate the complaint
  • any other information needed for investigating and addressing the complaint.

During the complaint management process any data and information submitted by you will be handled in accordance with the provisions of Data Protection Act 2018 (DPA 2018) and the General Data Protection Regulation (GDPR) as it applies in the UK..

Written complaints – including the minutes of in-person statements about your complaint – and any answers given in response will be archived for a period of five years. After the end of the archiving period any data carriers (documents) will be scrapped. Any personal data recorded in the Book of Complaints will be used exclusively for the purpose of registering and deciding on the complaints.

d.) Legal remedy If your complaint is completely or partially rejected, or the above deadline set for investigating the complaint lapses without any result, then you can escalate the matter to the Consumer Protection Office of the United Kingdom.

Online dispute settlement platform Please note that in accordance with the provisions of Regulation (EU) No 524/2013 of the European Parliament and of the Council of 21 May 2013 on online dispute resolution for consumer disputes and Act CLV of 1997 on Consumer Protection (which also implements Directive 2013/11/EU), you can also submit your complaints directly at the following address: https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=HU

You can use dispute settlement if thus condition below is met:

  • You complaint should be related to a Service of ours that you used for consideration, and you live in an EU member state, Norway, Iceland or Lichtenstein.
    1. Additional provisions

    12.1./ This Agreement is concluded strictly between us and yourself, no third parties may acquire rights under this Agreement; therefore, third parties are not entitled to force the performance of the Agreement.

    12.2./ You cannot assign to a third party the Agreement or any of your rights pertaining to the Service. However, we are entitled to assign any of our rights and obligations pertaining to the Service and arising from this Agreement.

    12.3./ This document contains the entire agreement made between us and yourself, as Parties. Should a competent authority declare any provision of this Agreement invalid or unenforceable, whether partially or in its entirety, then any surviving part of that provision and the rest of the Agreement shall remain effective and valid with an unchanged content.

    12.4./The application and interpretation of this Agreement shall be governed by the English law and the court having jurisdiction in accordance with the prevailing legal regulations of the United Kingdom shall act in the matters relating to this Agreement.

    12.5./ If you have any complaints or problem, please contact us at this e-mail address:  [email protected]

    or by post at our aforementioned address.
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