Legal & Compliance
Dispute resolution & consumer information
Note: This translation is for informational purposes only. The German version shall be solely legally binding. Deutsch →
Even with careful work, disagreements can arise. This page consolidates the legal information on dispute resolution and describes how we handle complaints – before it becomes formal and if it should become formal.
This page provides general information about our practices and the legal situation. It does not constitute legal advice; only the contract documents and the German version of these pages are binding.
Our approach: first talk, then resolve
Every complaint reaches management directly at [email protected]. We respond within 24 hours on business days, review documented complaints, and propose a solution – rectification, replacement delivery, or partial refund. The vast majority of all complaints are thus resolved without further action; the 14-day right to rectification is part of the contract.
EU Commission Platform (OS Platform)
The European Commission provides a platform for online dispute resolution at https://ec.europa.eu/consumers/odr. Our offer is directed at entrepreneurs; nevertheless, we refer to this platform. Our email address can be found in the legal notice.
Consumer Arbitration (§ 36 VSBG)
We are not obligated to participate in dispute resolution proceedings before a consumer arbitration board and do not take part in them. This statement is made for transparency reasons; it does not prevent anyone from contacting us directly – in our experience, the direct route is the fastest.
Applicable Law & Jurisdiction in B2B Relationships
For contracts with entrepreneurs, German law applies to the exclusion of the UN Convention on Contracts for the International Sale of Goods; the place of jurisdiction is, to the extent permitted by law, Frankfurt am Main. Details are governed by our General Terms and Conditions. Mandatory consumer protection rights remain unaffected if, in exceptional individual cases, a consumer contract is concluded.
Documentation & Fairness
We document complaints, inspection results and solutions in writing; we adhere to commitments made in a complaint procedure as if they were contractual commitments. Refunds are made using the same payment method as the original payment, unless otherwise agreed.
Common Misunderstandings
A common misunderstanding concerns the EU Commission's ODR platform. We refer to this platform because the legal information obligations require it – even though our offering is directed at businesses. However, the platform is not the primary channel for your complaints. Experience shows that contacting us directly leads to a faster solution. Another misconception is the assumption that we are obligated to participate in consumer arbitration proceedings. This is not the case: we do not take part in such proceedings, which we explain for reasons of transparency. This does not prevent you from contacting us directly, of course. There are also occasional ambiguities regarding the applicable law. For contracts with businesses, German law applies, with the exclusion of the UN Convention on Contracts for the International Sale of Goods (CISG). The place of jurisdiction is, to the extent legally permissible, Frankfurt am Main. These provisions are set out in our terms and conditions and apply to the B2B relationship. If, in an exceptional case, a consumer contract is concluded, mandatory consumer protection rights remain unaffected.
Step-by-Step Practical Example
Imagine you have ordered a website localization from us and after delivery you notice that some UI texts in the German version are not correctly translated. You send us a brief email to [email protected]. On the same working day, you receive an acknowledgment of receipt indicating that we are recording and reviewing your complaint. Our team examines the disputed texts, compares them with the source language and your specifications. Within 24 hours, you will receive a response: We confirm the error and propose a more specific translation or offer a revision. We document the entire process – your original message, our investigation results, and the agreed solution. You can review and approve the corrected texts. After your consent, we deliver the improved version. A refund is not necessary in this case, as the revision is carried out in accordance with the contract. This process illustrates how we proceed in practice: quickly, documented, and solution-oriented. Should a revision not be possible, we will refund the proportional amount for the defective service via the original payment method. All steps are recorded in our internal complaint process documentation.
Our Internal Procedure
When a complaint is received, it is forwarded directly to management – this ensures that every feedback is handled with the appropriate priority. Our system automatically records the date and time of the email. Management reviews the complaint's content and forwards it to the responsible specialist team if a technical assessment is required. If it involves translation or localization errors, we analyze whether it is a processing error, a misunderstanding of the specifications, or an actual quality deficiency. We document every detail in an internal database: the description of the problem, the verification steps taken, the identified cause, and the solution developed. On this basis, we present you with a proposal – either a revision, a replacement delivery, or a partial refund. After your approval, we implement the solution and document the closure of the process. Refunds are always processed via the original payment method, unless you explicitly request an alternative method. Our goal is to complete the process within a few working days; in simple cases, this is often achieved on the same day. Through this structured approach, we ensure that complaints are handled transparently and fairly.
What this means for customers in practice
For you as a customer, this process primarily means predictability and transparency. You do not have to deal with complex legal procedures. Instead, you have a direct line to us – your email to [email protected] is read personally by management. You will receive a response within 24 hours, confirming receipt and outlining the next steps. The entire process is documented by us, so you can always trace what was examined and how the solution was reached. You do not have to keep track of deadlines or legal paragraphs; we do not merely remind you of your right to rectification from the terms and conditions, but actively offer you a solution. If rectification is not possible, we refund the corresponding amount directly via the original payment method. This means you do not have to make a new transfer or receive a credit to another account. Our approach is: we handle complaints the way we would expect ourselves – quick, uncomplicated, and fair. The statutory provisions on dispute resolution and consumer arbitration remain unaffected but are rarely relevant for our B2B clients in practice. You benefit from a partnership-like collaboration in which we jointly seek solutions.
Interaction with our other policies
The dispute resolution page does not stand alone but complements our other policies. Our General Terms and Conditions set out the contractual foundations, including the provisions on warranty, rectification, and liability. These form the legal framework for your complaints. The Privacy Policy, in turn, governs how we handle your personal data when you send us a complaint – for example, your email address for communication. Our complaint procedure itself is not included in the GTC but is documented as a described process on this page. This ensures that you receive clear, understandable guidance without legal clauses making it difficult to keep track. If a complaint cannot be resolved through direct communication – which rarely happens – we refer to the statutory information listed here: the EU Commission's ODR platform and the declaration on consumer arbitration. The information on the place of jurisdiction in Frankfurt am Main and the applicable law is also anchored in the GTC and is repeated here for transparency. This way, you have all relevant information in one place without having to search through different documents. This interplay ensures that our processes are consistent and traceable: the GTC define what is contractually owed; the Privacy Policy protects your data; this page explains how we handle complaints and which statutory provisions apply if the direct route is insufficient.
Internal process at our end
As soon as your complaint is received at [email protected], it is automatically forwarded to management. On the same working day, we confirm receipt and inform you that we will handle it immediately. Our quality team takes over the review: they analyze your specific feedback, compare it with the project data, and assess whether there is a deviation from the agreed service. This step is usually completed within a few hours – at the latest within the promised 24-hour period. We document every step: your original message, our review results, and the proposed solution. The documentation serves to keep the process traceable and to clarify any questions if necessary. After the review, we propose a solution. In the case of translation errors, for example, we offer a revision of the affected texts. In the event of a more serious defect, a replacement delivery or partial refund may be considered – always in accordance with the contractual provisions of our General Terms and Conditions. Only after you have agreed to the solution do we implement it. For refunds, we use the same payment method as your original payment, unless otherwise agreed. We log the entire process internally to ensure fairness and traceability even after the fact.
Key terms explained
On this page, you will encounter some technical terms that we briefly explain here. The EU Commission's Online Dispute Resolution (ODR) platform is an online portal through which consumers and businesses can resolve disputes arising from online sales contracts out of court. It is accessible at https://ec.europa.eu/consumers/odr. We point this out because it is required by law – even though our offering is directed at businesses and the platform is not intended for B2B disputes. Consumer arbitration under Section 36 of the German Consumer Dispute Resolution Act (VSBG) refers to out-of-court dispute resolution proceedings before a recognized consumer arbitration board. We are not legally obliged to participate in such proceedings and do not do so. We provide this explanation for transparency. The UN Convention on Contracts for the International Sale of Goods (CISG) is an international treaty governing the sale of goods between businesses from different countries. In our B2B contracts, we exclude the application of the CISG, so that only German law applies. The place of jurisdiction being Frankfurt am Main means that in the event of a dispute, the local courts in Frankfurt am Main will decide – a clear regulation for both parties. The General Terms and Conditions (AGB) are our pre-formulated contract terms that define the rights and obligations under the contractual relationship between you and us. They supplement the processes described here.
Step-by-step practical example
In the example started earlier, you reported the faulty UI texts to us. After we confirmed the error and proposed a solution, you agreed to the correction. Our team corrects the translations and provides you with the updated files within the agreed timeframe. You review the changes and give the green light for integration. The entire process – from your initial email to final acceptance – is documented by us. Should another error occur after the correction, we follow the same path again: you report it, we check and offer a solution. In practice, this cycle is usually completed after one round. If a disagreement nonetheless arises, for instance about the nature of the correction, we hold a clarification meeting within two working days. Our goal is to find an amicable solution before formal steps are initiated. We are convinced that this direct exchange avoids lengthy proceedings. Should no agreement be possible contrary to expectations, you naturally have recourse to legal remedies. However, we point out that we do not participate in consumer arbitration proceedings and that the place of jurisdiction for entrepreneurs is Frankfurt am Main, as stipulated in our GTC.
Interplay with our other guidelines
This dispute resolution page is closely linked with our General Terms and Conditions (GTC), privacy policy, and project guidelines. The GTC lay down the contractual foundations, including the applicable law, place of jurisdiction, and right of correction. The procedures described here translate these framework conditions into practical steps. For example, the 14-day right of correction from the GTC applies when you report a complaint. The privacy policy governs how we process your personal data – such as from your complaint email – namely only for the purpose of processing and in compliance with the GDPR. Our project guidelines define quality standards and delivery deadlines; deviations from these are often the reason for complaints. Thus, a complete picture emerges: the GTC create the legal basis, the privacy policy protects your privacy, the project guidelines define expectations, and this dispute resolution page shows the way forward if something does not meet the agreements. We recommend that you familiarize yourself with all documents to gain a full understanding of our collaboration. Should questions arise about the interplay of the individual policies, we are always available to provide clarification.
Terms explained clearly
This page uses various technical terms, which we briefly explain here. The “OS platform” is the online dispute resolution platform provided by the EU Commission (https://ec.europa.eu/consumers/odr). It serves consumers and businesses for out-of-court settlement of disputes arising from online purchase contracts. We refer to it because the statutory information obligations require this, even though our offer is primarily aimed at businesses. A “consumer arbitration board” is a state-recognized or private institution that mediates disputes between consumers and businesses. We do not participate in such proceedings, as we transparently explain. The “right to cure” is a statutory right of the entrepreneur to first offer an improvement of the performance in case of a defect before the customer can assert other rights. In our contracts with businesses, a 14-day right to cure is agreed. “Place of jurisdiction” designates the location where a court has jurisdiction for legal disputes. For our B2B contracts, Frankfurt am Main is agreed. The exclusion of the “UN Sales Law” (CISG) means that not the international rules of the UN Sales Law, but exclusively German law is applicable. These terms are anchored in the legal framework of our offer.
Status of this information: July 2026 – we update upon changes in the legal situation or our procedures.