1. How to Raise a Complaint
If you use OnFire as a business — selling, hosting, driving, delivering, taking bookings or running a restaurant — and you disagree with something we have done, here is how to reach us. Complaining is free.
Most business complaints
Write to [email protected], with any documents that support your case. Tell us what happened, what you want us to do, and which listing or account it concerns. We review appeals about your business category, or a restriction placed on your business, within 10 business days.
If your account has been frozen
You will see the reason on the frozen-account screen, along with a deadline. You can appeal from that screen, in writing, before the deadline passes. We record the outcome and can lift the freeze.
Anything involving safety
Write to [email protected]. This includes a locked conversation and any decision our child-safety systems were involved in.
2. What You Can Complain About
You can complain about any of these:
- • Something we have done that you believe breaches our obligations to business users under Regulation (EU) 2019/1150.
- • A technical problem with OnFire that affects your business — listings not appearing, payouts not arriving, features not working.
- • A decision we have taken, or the way we have behaved, that affects your business — a listing removed, a restriction applied, a fee charged, an account frozen.
3. How We Handle It
A person reads your complaint. We look at what happened, and at anything you send us. We answer you individually, in plain language, and we tell you what we have decided and why. We deal with equivalent cases the same way, and we give more time to complaints that are more serious or more complicated.
Where we agree with you, we put it right without delay — restoring a listing, lifting a restriction, or correcting a charge. Where we do not, we explain why.
We answer appeals about business-category and restriction decisions within 10 business days. For other complaints we do not commit to a fixed time, and we will not state one until it is a time we can keep. We will acknowledge you and tell you where things stand.
4. Your Rights While a Decision Stands
Two things apply whatever else happens, and they do not depend on you using any particular process.
You can put your side of it. If we restrict, suspend or end your access, you are entitled to ask us to explain the facts and circumstances behind that decision, and to give us your account of them. Write to [email protected].
If we change our mind, we put you back. Where we revoke a decision, we restore your access without undue delay, including your access to your data.
5. If We Cannot Resolve It Between Us
Some disputes are not settled by an exchange of emails. If we reach that point, we are willing to discuss resolving the matter out of court through mediation, and we will engage in good faith in any attempt to reach agreement. If you would like information about mediation — how it works and how effective it has been — ask us at [email protected] and we will provide it.
Mediation is voluntary. Taking part does not stop either of us going to court at any point, before, during or afterwards.
Nothing on this page limits your right to bring proceedings before a court. Organisations that represent business users, and public bodies in EU Member States, may also bring proceedings to stop a breach of the Regulation.