Last updated: 8 September 2026
This document governs the way in which Lunzo receives and handles complaints, legal notices and other reports from third-party individuals or organisations (the “complaints”). By submitting a complaint you indicate that you agree to the rules set out in this document. For the full context we also recommend that you read our Terms and Conditions and our Privacy Policy.
The products displayed on Lunzo come from independent sellers. Lunzo is not the seller of the goods offered: it acts as the sellers’ commercial agent, accepts payments as the merchant of record and is the central point of contact for customers.
The contract of sale is concluded between the customer and the seller, and Lunzo is not a party to it. The seller is responsible for the content of the listing and for the characteristics of the products offered (see the Terms and Conditions).
Our approach to complaints
Although we are not the direct seller, we take every report from a third party very seriously. The stability and trustworthiness of the Lunzo marketplace are essential to us, and we have therefore created a clear system for passing on and handling complaints.
How to submit a notice
So that we can deal with your matter quickly and efficiently, it is necessary to use the correct channel of communication:
- Questions about using the platform and customer support: If you have questions about buying or selling on Lunzo, please contact our support team at info@lunzo.ie.
- Help Centre: You will find most of the answers to common questions in the Help Centre section of our website.
- Infringement of intellectual property rights: If you believe that your copyright, trade mark or other right has been infringed, please send your complaint to legal@lunzo.ie. Please attach all available information and evidence that may support your complaint. All reports are assessed by our legal team and, where necessary, we proceed in accordance with our internal notice and takedown mechanism.
Please note
Using the procedure set out above allows us to deal with a complaint as quickly as possible. To ensure a smooth process, it is therefore essential to use the above procedure when submitting a notice.
Other submissions and notices
If you suspect that the Lunzo platform is being misused, that one of the sellers is in breach of their obligations, or if the matter is a regulatory one, please contact our legal department directly by email at legal@lunzo.ie.
Content of a complaint
So that we can assess your request or complaint as quickly as possible, all the relevant facts and evidence must be given. The more precisely the submission is prepared, the more efficiently both we and the seller concerned can deal with it.
A submission should contain at least:
- a clear explanation of the rights, grounds and/or obligations concerned and of the legislation on which you rely,
- factual circumstances sufficient to support the allegation that rights have been infringed,
- details of the product or products offered on Lunzo, including direct links to the allegedly infringing listings,
- trade mark or model numbers, where relevant,
- the jurisdictions concerned and any further information that will enable us to deal with the complaint as efficiently as possible.
Please do not submit excessive, unrelated or unclear documents or information, as this could delay the assessment of your complaint. We reserve the right to reject any complaint that is unclear or unfounded.
We accept reports and supporting material in any language.
Contact details you provide
Because Lunzo acts as an intermediary in commercial transactions on behalf of the sellers on its platform, we are required to pass on the details of a complaint that concerns a particular seller directly to that seller. The protection of privacy is essential to us. By submitting a complaint you agree that Lunzo may pass the data contained in the complaint to one or more of the sellers concerned and may process the necessary personal data for that purpose.
If you do not want your main contact details to be shared with the seller, please provide a separate alternative contact address that can be passed to the seller so that they can contact you directly.
You acknowledge and agree that, on the basis of the complaint submitted, the seller concerned may contact you in order to discuss or dispute the complaint. You undertake to deal with the seller constructively and in good faith and to inform us without delay of the outcome of the discussions or of the dispute.
You also acknowledge that Lunzo is not liable for any legal or financial consequences, or for any damage that may be caused to you in connection with those discussions or disputes.
Handling of complaints
Our aim is to respond to a complaint we receive as soon as possible, usually within five working days. This time frame may, however, change without prior notice.
To avoid delays, we ask you not to send duplicate notices or repeated messages about the same matter. We try to deal with further correspondence as quickly as possible, giving priority to the cases assessed as the most urgent. Complaints submitted by public or regulatory authorities are automatically given priority.
If you believe that your submission is urgent, please state this clearly in the subject line of your message and give the reason (for example an imminent risk to the public).
How we deal with a complaint
Once we have received a properly submitted complaint, we will take the steps that we consider appropriate and legally justified in the situation. These may include, for example, removing or suspending a listing in certain countries, informing the seller concerned, putting you in touch with the seller to resolve the dispute, or giving you feedback on the measures we have taken.
We take all these decisions at our own discretion and in accordance with the law. We cannot be relied upon to ensure that the measures taken will always be permanent or fully effective, nor are we obliged to monitor their effect on an ongoing basis.
We also reserve the right to reinstate a listing or a seller’s account, including without prior notice, if we find that the complaint did not comply with this policy or lacked a sufficient legal basis.
Point of contact under the Digital Services Act (DSA)
Single point of contact for the authorities of the Member States, the European Commission and the European Board for Digital Services (Article 11 of Regulation (EU) 2022/2065): legal@lunzo.ie. Point of contact for recipients of the service (Article 12 of the Regulation): info@lunzo.ie. You can communicate with us in English, Czech or any other language.
Out-of-court dispute resolution
Consumers may use out-of-court resolution of consumer disputes. Because LUNZO s.r.o. is established in Czechia, the competent body is the Czech Trade Inspection Authority (Česká obchodní inspekce), Central Inspectorate – ADR Department, Gorazdova 1969/24, 120 00 Praha 2, Czechia, email: adr@coi.gov.cz, website: www.coi.gov.cz/en/information-about-adr. If you live in Ireland, you can also get free assistance with a cross-border dispute from the European Consumer Centre Ireland, Bloom House, Railway Street, Dublin 1, D01 C576, Ireland (www.eccireland.ie); the Irish consumer protection authority is the Competition and Consumer Protection Commission (CCPC), Bloom House, Railway Street, Dublin 1, D01 C576, Ireland (www.ccpc.ie).
General provisions
This policy is governed by the law of Czechia. For users who are not consumers, the courts of Czechia have jurisdiction over disputes arising from it.
If you are a consumer, this choice does not deprive you of the protection afforded to you by those provisions of the law of the country of your habitual residence that cannot be derogated from by agreement. As a consumer, you may bring a dispute either before the courts of the country in which you are domiciled or before the courts of the country in which Lunzo has its registered office; we may bring proceedings against you only before the courts of the country in which you are domiciled.
If any provision of this policy is invalid or unenforceable, the remaining provisions remain in force; the invalid provision will be replaced by a provision whose meaning is as close to it as possible.