Complaints and disputes

1. How to complain

Send your complaint by email to contact@zephyrmedia.online.

To help us answer quickly, please include:

• your name and the email address you ordered or made the request with;
• the request or invoice reference and the plan concerned;
• what went wrong, with dates and publication links where relevant;
• what you would like us to do (for example re-publish, refund or explain);
• any documents or screenshots that support your complaint.

Missing details do not make your complaint invalid; we will ask for what we need.

2. How we answer

We investigate your complaint and send you a written answer, with reasons, by email within 30 days of receiving it. If we reject your complaint in whole or in part, we explain why and tell you which authority or conciliation board you can turn to, with its contact details.

We keep complaints and our answers for 3 years, as the Hungarian Consumer Protection Act (Act CLV of 1997, § 17/A) requires, and show them to the authorities on request. How we handle the personal data in a complaint is described in the privacy policy.

3. Conciliation boards (consumers)

If you are a consumer and we cannot settle a dispute about our service or the contract, you can turn to a Hungarian conciliation board (“békéltető testület”). Conciliation boards are independent bodies operating alongside the regional chambers of commerce and industry. They try to reach a settlement between the parties and, if that fails, can make a decision or a recommendation. The procedure is free of charge for consumers.

As a rule, the board for the place where you live or stay in Hungary is competent. If you do not live in Hungary, or if you name it in your application, the board for the place where we are established is competent: the Budapest Conciliation Board (Budapesti Békéltető Testület). The list of boards and their current contact details is at bekeltetes.hu.

A board can usually act only after you have tried to settle the dispute directly with us, so please complain to us first (section 1). We cooperate in conciliation proceedings as Hungarian law requires.

4. Consumer protection authority (consumers)

If you believe we have broken consumer protection rules, you can report it to the competent Hungarian consumer protection authority. In first instance this is generally the consumer protection department of the competent government office. The authority can investigate and act against a breach of the law, but it does not decide individual civil-law claims such as a refund; for those, use a conciliation board or a court.

5. Consumers in other EU countries

If you live in another EU member state, Iceland or Norway, the European Consumer Centre (ECC) in your country can help you with a dispute with us free of charge, working together with the European Consumer Centre Hungary (Európai Fogyasztói Központ). You can find your ECC through the ECC-Net pages on the European Commission’s website.

6. Courts

You can always bring a claim before the competent court. Consumers can do so whether or not they used the options above, and consumers living in the EU can generally sue in the courts of the country where they live. For cross-border claims within the EU, the European Small Claims Procedure may be available for lower-value claims.

Business customers: please contact us first so that we can try to settle the dispute by negotiation. If that does not succeed within a reasonable time, the dispute goes to the court set out in section 25 of the Terms of service.

7. Data protection complaints

Complaints about how we handle personal data can be sent to us at the same address. You can also complain to the Hungarian National Authority for Data Protection and Freedom of Information (NAIH) or to the data protection authority of your EU country. Details are in the privacy policy.

8. Contact

Complaints: contact@zephyrmedia.online. Operator details are in the Imprint.