Reporting Content and Complaints

1. Where to contact us

This page explains how to send RYNDA GLOBAL FZCO ("we", "us") a question, a report about content or a user, a claim or a personal data request about the rynda.io website and its features (the "platform"), and how quickly we respond. Other Rynda services offered on separate websites are governed by their own terms.

The Support button is in the bottom right corner of most pages. It opens the Support Center, where you can create a ticket: from your account if you are signed in, or with your name and email address if you are not. We reply by email, and signed-in users can see their tickets under My Tickets.

Postal address for written messages: RYNDA GLOBAL FZCO, Unit RET-R5-172, Jumeirah Lakes Towers, Dubai, United Arab Emirates.

We communicate in English.

2. What to include

• the email address you registered with, or other details that help us find your account;
• what happened and what you are asking for;
• a link to the listing or page concerned; for a conversation, the link from your browser's address bar, or the other person's name, their company and the date of the message;
• for a payment question, the date, amount and payment method, and the invoice number if there was one; never send your full card number;
• for a claim by a business, the company name, the claim, its grounds and how any amount is calculated;
• if someone acts on your behalf, proof that they are authorised to do so.

Do not send information we do not need, especially other people's data or copies of identity documents. If something is missing, we will ask for it. In that case the response time runs from the day we receive the missing information, unless the law says otherwise.

3. Reporting a listing, a message or a user

How to report

To report a listing or a message, use the Report button: it is on every board listing and, in a conversation, under each message from the other party. Choose a reason (fraud, false information, prohibited cargo or sanctions, spam or advertising, insults or threats, or other) and add details if you wish; details are required for "Other". Your report becomes a support ticket with a link to the listing or message.

People without an account can report a listing and give an email address for our reply. Only a participant in a conversation can report a message, and only a message from the other party.

To report a user, or to attach screenshots or documents, write to support@rynda.io or use the Support button. Anyone can report this way, including people without an account.

Where the EU Digital Services Act (Regulation (EU) 2022/2065) applies, a report about illegal content should include the elements listed in its Article 16:

• an explanation of why you believe the content is illegal or breaks our rules;
• the exact location of the content: the link to the listing or conversation (section 2);
• your name and email address, unless the report concerns child sexual abuse material;
• a statement that you believe in good faith that the information and allegations in the report are accurate and complete.

Screenshots, documents or emails from the counterparty help us check the report faster.

Reports must be made in good faith. A report you know to be false, including one meant to harm a competitor, breaks the Platform Rules. If someone frequently sends reports that are clearly unfounded, we may warn them and then stop processing their reports for a reasonable period. We may decline to review a repeated report about the same content that brings nothing new.

Information about you in a listing

If a listing, including one created from a broker's email, shows your name, phone number, email address or other information about you and you object to it, write to support@rynda.io or info@rynda.io and include the link to the listing. Email addresses, phone numbers, handles and messenger links are hidden automatically on listing cards, but names are not. We will check your request and remove or hide the information if there is no lawful basis for showing it. We also treat such a request as a personal data request (section 5). Section 12 of the Platform Rules explains how information about other people is shown on the platform.

What we do

When we receive a report with contact details, we confirm receipt. We review the content and the circumstances and, where needed, ask the user who posted it for an explanation. If the report concerns a conversation, we read the messages in it to the extent needed to check the report.

After the review, we may:

• leave the content as it is;
• ask the author to correct the listing, or return it to draft;
• remove the listing from the boards or delete it;
• block the conversation, so that no one can write in it;
• remove the "Verified" badge from the company;
• restrict the account's features, block the account or end access to it, in the cases described in section 11 of the Terms of Use and section 14 of the Platform Rules.

We deal with reports of fraud and threats to users' safety first. While we review such a report, we may temporarily remove the listing or block the conversation.

Decisions on reports are taken by our staff. Some checks run automatically: a chat message that contains contact details, links or company names is not sent, and some new listings are compared with published ones so that moderators can spot possible duplicates.

If we become aware of information suggesting that a criminal offence involving a threat to the life or safety of a person has taken place, is taking place or is likely to take place, we inform the competent law enforcement or judicial authorities.

What we tell you

We tell the person who sent the report what we decided, without disclosing other users' personal data. We tell the user whose listing, conversation or account is affected about the decision and its reasons, where we have their contact details. Where the Digital Services Act applies, we give reasons in every case unless the law, including an order of an authority, prohibits it, and the statement includes what we decided and for how long, the facts we relied on, whether automated means were used, the rule or law concerned, and how to appeal (section 7). Elsewhere, we may withhold reasons where the law or the protection of users requires it. We do not tell anyone who sent the report unless this is needed to deal with it or required by law.

Reports about a counterparty

We are not a party to deals between users and we do not settle their disputes. When you report a counterparty, we check whether they follow the Platform Rules and may take the measures listed above. We provide the information we hold to courts and law enforcement authorities when they lawfully request it. See section 15 of the Platform Rules and the Safe Trading Notice.

4. Claims about paid services

Send payment questions and refund requests to support@rynda.io, and formal written claims to info@rynda.io or by post. Section 2 explains what to include. When and how much we refund is set out in section 8 of Payments and Refunds, how refunds are made in section 10, and refunds for reports in section 10 of the Report Purchase Terms.

If a refund is due, we make it within 10 calendar days of receiving your request, to the payment method you used.

Businesses: before either of us starts arbitration, we first try to resolve the dispute informally. We reply to a business claim within 30 calendar days of receiving it. If the claim is not resolved within that time, section 16 of the Terms of Use applies.

Consumers keep all the rights that the law of their country gives them, including the right to go to court or to a consumer protection authority.

5. Personal data requests

Send requests about your personal data to info@rynda.io or by post. On request, we tell you what data about you we process and how, correct inaccurate data, delete data we have no lawful basis to keep, restrict processing, give you a copy of your data, and accept withdrawals of consent and objections. Your rights are described in section 10 of the Privacy Policy.

Send the request from the email address on your account, so we can see that it comes from you. If you do not use the platform or write from another address, tell us where the information about you appears and how to contact you. If we cannot confirm that a request comes from you, we may ask for information needed to confirm your identity, and we do not disclose or change data until we receive it.

We reply within 30 days. If a request is complex, we may need longer where the law allows; in that case we tell you why within the first 30 days.

How to withdraw specific consents:

• marketing emails: as described in section 6 of Consent to Marketing Emails;
• analytics cookies: the "Cookie Settings" button at the bottom of the page, or this link, which opens the settings window.

You can delete your account in your account settings: Account → Security → "Delete account". Section 14 of the Terms of Use explains what happens to your data after that.

6. Response times

Times run from the day we receive your message. For times in business days, a message received on a weekend or public holiday counts as received on the next business day. If we need more time to check something, we tell you within the time above when we will reply. This does not extend any time limit set by law.

7. Appealing a decision

You can appeal our moderation decisions and restrictions: rejecting a listing, returning it to draft or removing it, blocking a conversation, blocking an account, refusing company verification or removing the "Verified" badge, restricting an account's features or ending access to it, and our decision on your report.

Write to support@rynda.io within six months of learning about the decision. Say which decision you are appealing (a link to the listing or conversation, the date of the notice), why you think it is wrong, and attach any evidence.

Where possible, an appeal is reviewed by a member of staff who did not take the original decision. Appeals are not decided by automated means alone. We reply within 10 business days and explain the outcome. If the decision was wrong, we reverse it: we return the listing to the board if its display period has not ended, unblock the conversation, and lift the block or restriction on the account.

The measure stays in place while we review the appeal. We may decline to review a repeated appeal against the same decision that brings nothing new. Appealing to us does not affect your right to go to a competent authority or a court (section 8).

If your account is blocked

A member of our team may block an account if it is used for automated data collection or the platform is otherwise abused. Both are prohibited by section 9 of the Terms of Use. We tell you about the block by email to your account address. Until a member of our team decides, the platform may limit the account's access to pages for a limited time; if you think this is a mistake, write to support@rynda.io.

To appeal, write to support@rynda.io from your account email address or reply to the email about the block. A member of our team reviews the appeal. If the block was wrong, we restore access to the account. Your account data is kept while the account is blocked.

8. If you are not satisfied

If you disagree with our response, you can contact a competent authority, such as a data protection or consumer protection authority in the country where you live, or start proceedings under section 16 of the Terms of Use: arbitration for business users, a court with jurisdiction for consumers. Consumers keep the right to bring a claim in the courts of their country where the law gives them that right.

In cases of fraud, extortion or a threat to someone's life, contact the police and keep your messages and payment documents.