Last updated: 7 February 2026
This document governs the manner in which Lunzo receives and handles complaints, legal notices, and other submissions from third-party individuals or organisations (hereinafter referred to as “complaints”). By submitting a complaint, you indicate your agreement with the rules set out in this document. For full context, we recommend that you also review our Terms and Conditions and Privacy Policy.
It is important to note that products listed on Lunzo are offered by independent retailers. Lunzo itself is neither the seller nor the buyer and does not participate in any part of the supply chain. Our role is limited exclusively to providing a technological platform and facilitating the connection between sellers and customers so that they may enter into transactions.
The purchase contract is therefore concluded exclusively between the customer and the seller, and Lunzo is not a party to that contract. For this reason, we are not responsible for the content of listings, delivery, or the products themselves.
Approach to complaints
Although we are not the direct seller, we take all third-party submissions very seriously. The stability and trustworthiness of the Lunzo marketplace are of key importance to us, which is why we have established a clear system for submitting and handling complaints.
How to submit a notice
In order for us to process your matter quickly and efficiently, it is necessary to use the correct communication channel:
- Platform use enquiries and customer support: If you have questions regarding buying or selling on Lunzo, please contact our support team at info@lunzo.ie.
- Help Centre: Most answers to common questions can be found in the Help Centre section on our website.
- Intellectual property infringement: If you believe that your copyright, trademark, or other intellectual property right has been infringed, please submit your complaint to legal@lunzo.ie. Please include all available information and evidence that may support your claim. All submissions are reviewed by our legal team and, where necessary, handled in accordance with our internal notice and takedown mechanism.
Notice
If a third party does not follow the prescribed procedure, Lunzo is not responsible for any delays in processing or failure to handle the complaint. To ensure a smooth process, it is therefore essential to always follow the above procedure when submitting a notice.
Additional submissions and notifications
If you suspect misuse of the Lunzo platform, breaches of obligations by a seller, or matters related to regulatory compliance, please contact our legal department directly at legal@lunzo.ie.
Content of a complaint
To enable us to assess your request or complaint as quickly as possible, all relevant facts and evidence must be provided. The more precise and complete the submission, the more efficiently it can be handled by us and by the affected seller.
A submission should include at least:
- a clear explanation of the rights concerned, the reasons and/or obligations, and the legal provisions relied upon,
- the factual circumstances sufficiently supporting the alleged infringement,
- details of the product or products offered on Lunzo, including direct links to the allegedly infringing listings,
- trademark or model numbers, where relevant,
- the relevant jurisdictions and any other information enabling us to handle the complaint as effectively as possible.
Please do not submit excessive, irrelevant, or unclear documents or information, as this may delay the assessment of your complaint. We reserve the right to reject any complaint that is unclear or unfounded.
All materials and documents provided to Lunzo must be prepared in the English language or translated into English.
Provided contact details
As Lunzo acts as an intermediary facilitating transactions on behalf of sellers on its platform, we are required to forward the details of a complaint relating to a specific seller directly to that seller. Privacy protection is essential to us. By submitting a complaint, you consent to Lunzo sharing the details of the complaint with one or more affected sellers and processing the necessary personal data for this purpose.
If you do not wish for your primary contact details to be shared with the seller, please provide an alternative contact address that may be shared with the seller so that they can contact you directly.
You acknowledge and agree that, based on the submitted complaint, the affected seller may contact you in order to discuss or contest the complaint. You undertake to engage with the seller constructively and in good faith and to inform us without delay of the outcome of any discussions or disputes.
You further acknowledge that Lunzo bears no responsibility for any legal or financial consequences or for any damages that may arise in connection with such discussions or disputes.
Handling of complaints
Our aim is to respond to a received complaint as soon as possible, typically within five (5) working days. However, this timeframe may change without prior notice.
To avoid delays, we ask that you do not send duplicate notices or repeated messages regarding the same matter. We endeavour to handle further communications as quickly as possible, with priority given to cases assessed as most urgent. Complaints submitted by governmental or regulatory authorities are given automatic priority.
If you believe your submission is urgent, please clearly state this in the subject line and provide the reason (for example, an imminent risk to the public).
Procedure for resolution
Upon receipt of a properly submitted complaint, we will take such steps as we deem appropriate and legally justified in the given circumstances. This may include removing or suspending a listing in certain countries, informing the affected seller, facilitating contact between you and the seller to resolve the dispute, or providing feedback on the measures taken.
All such decisions are made at our sole discretion and in accordance with applicable law. We cannot be relied upon to ensure that any measures taken will always be permanent or fully effective, nor are we obliged to monitor their ongoing impact.
We also reserve the right to reinstate a listing or a seller’s account, even without prior notice, if we determine that the complaint was not submitted in accordance with this policy or lacked sufficient legal basis.
Online dispute resolution
Pursuant to Article 14(1) of the ODR Regulation, the European Commission provides a platform for online dispute resolution (the “ODR platform”). The online dispute resolution platform is available at: http://ec.europa.eu/consumers/odr.
Mediation
Article 12 of Regulation (EU) 2019/1150 on promoting fairness and transparency for business users of online intermediation services provides that, under certain circumstances, mediation may be offered.
Sellers may request the resolution of a dispute with Lunzo through mediation. Either party may refer the case to the Centre for Effective Dispute Resolution (CEDR), where a mediator will be appointed.
General provisions
These policies are governed by the laws of the Czech Republic, and you agree that any disputes relating to these policies and the rights and obligations arising from them (including those not arising directly from a contract) shall be subject to the exclusive jurisdiction of the courts of the Czech Republic.
If a court of competent jurisdiction finds any provision of these policies to be invalid or unenforceable, you agree that the court should endeavour to give effect to the intentions of the parties as reflected in these policies, and that the remaining provisions shall remain in full force and effect.