Πολιτική επίλυσης διαφορών

1.1. This Dispute Resolution Policy (the "Policy") describes the mechanisms available to resolve any controversy, complaint or disagreement (a "Dispute") arising between the Customer and Atbion OÜ in connection with Votinova (the "Platform"), its contracting, its use or the interpretation of the legal documents governing it.

1.2. The Platform is provided by Atbion OÜ, a private limited company (Osaühing) incorporated under Estonian law, with registry code 16890390, VAT number EE102728154 and registered office at Ahtri tn 12, Kesklinna linnaosa, Tallinn 15551, Harju maakond, Estonia ("Atbion", "we").

1.3. This Policy applies both to Customers acting as businesses or professionals ("B2B") and to those acting as consumers ("B2C"). Where a provision applies solely to one of these groups, this will be expressly indicated.

1.4. Votinova is a software service provided directly by Atbion OÜ to its Customers. The Platform is not a marketplace or an intermediary between third parties. Consequently, this Policy governs exclusively the Disputes between the Customer and Atbion OÜ, and does not cover controversies between different users or between the Participants of a session.

1.5. The mandatory rights granted to consumers by the law of the European Union and by the legislation of their country of habitual residence prevail over any provision of this Policy that might contradict them. Nothing in this Policy limits the consumer's right to turn to the competent authorities or to the courts.

2.1. Atbion OÜ endeavours to resolve any Dispute amicably, swiftly and without formalities. As a first step, we invite the Customer to contact us before initiating any formal or judicial proceedings.

2.2. The direct contact channel is:

• General assistance and support: hello@atbion.com
• Legal matters: legal@votinova.com

2.3. When contacting us, we are grateful if the Customer describes clearly the reason for the Dispute, provides the details of their account or Organisation and, as far as possible, the supporting documentation. We handle communications in the Customer's language where this is reasonably possible.

2.4. The vast majority of matters are resolved at this direct dialogue stage. Turning to this channel does not deprive the Customer of any of their rights or of the avenues described in the following clauses.

3.1. If the amicable route does not resolve the Dispute, the Customer may submit a formal complaint addressed to legal@votinova.com or, in writing, to the registered office indicated in clause 1.2.

3.2. To facilitate its processing, the complaint should include:

• The identifying details of the Customer and of their Organisation or account.
• A clear description of the facts and of the subject matter of the complaint.
• The solution or compensation requested.
• The documentation or evidence that the Customer considers relevant.
• An email or contact address for the response.

3.3. Atbion OÜ will send an acknowledgement of receipt of the complaint without undue delay, normally within five (5) business days of its receipt.

3.4. Atbion OÜ will examine the complaint diligently and impartially and will issue a reasoned response within a reasonable period, which as a general rule will not exceed thirty (30) calendar days from the acknowledgement of receipt. If the complexity of the matter requires a longer period, the Customer will be informed of the delay and its cause.

4.1. If the Customer is not satisfied with the response to their formal complaint, they may request its internal review.

4.2. The internal review will be carried out by personnel of Atbion OÜ other than those who took part in the initial decision, in order to ensure an objective and impartial examination of the Dispute.

4.3. The outcome of the internal review will be communicated to the Customer in writing, with reasons, within a reasonable period. This stage is not a prerequisite for the Customer to exercise the alternative dispute resolution or judicial avenues available to them.

5.1. This clause applies solely to Customers acting as consumers (B2C).

5.2. If, after exhausting the previous avenues, the Dispute is not resolved, the consumer may turn to a national alternative dispute resolution entity (ADR) competent in their country of habitual residence. Recourse to ADR is voluntary and does not deprive the consumer of their right to turn to the courts.

5.3. For consumers resident in Estonia, the consumer protection authority is the Tarbijakaitse ja Tehnilise Järelevalve Amet (TTJA) — Endla 10A, Tallinn, Estonia — https://www.ttja.ee — to which the consumer may direct consumer enquiries and complaints.

5.4. European online dispute resolution platform (ODR): the European Commission's ODR platform, created under Regulation (EU) 524/2013, ceased to be operational. That regulation has been repealed by Regulation (EU) 2024/3228, with effect from 20 July 2025. Consequently, it is no longer possible to submit complaints through the former European ODR platform. Consumers fully retain their right to turn to national ADR entities and to the competent courts.

6.1. On a voluntary basis and by mutual agreement, the parties may submit a Dispute to mediation before, or instead of, turning to judicial proceedings. This option is especially suitable for Disputes between Atbion OÜ and business or professional Customers (B2B).

6.2. The mediation will be conducted before a mediation institution recognised in Estonia or in the European Union, in accordance with its rules, in the language agreed by the parties and, failing agreement, in English.

6.3. Recourse to mediation does not constitute a waiver of either party's right to turn to the courts, nor does it suspend the legal time limits unless the applicable law provides otherwise. The costs of the mediation will be apportioned in accordance with what the parties agree or, failing that, in accordance with the rules of the mediating institution.

7.1. Business or professional Customers (B2B). For Customers acting as a business or professional, any Dispute that is not resolved by the previous avenues will be submitted to the exclusive jurisdiction of the courts of Tallinn, Estonia (Harju Maakohus), without prejudice to the jurisdiction rules of Regulation (EU) 1215/2012 (Brussels I bis).

7.2. Consumer Customers (B2C). For Customers acting as consumers, the foregoing does not deprive them of the jurisdiction of the courts of their country of habitual residence or of the protection of the mandatory provisions of that country, in accordance with the law of the European Union. The consumer may bring their actions before the courts that such legislation recognises for them.

8.1. The relations between the Customer and Atbion OÜ, as well as this Policy, are governed by Estonian law and, to the extent applicable, by the law of the European Union.

8.2. For consumer Customers, the choice of Estonian law does not deprive the consumer of the protection guaranteed to them by the mandatory provisions of the law of the country in which they have their habitual residence, in accordance with Regulation (EC) 593/2008 (Rome I) and consumer protection legislation.

9.1. The parties undertake to act in good faith and to cooperate reasonably in resolving any Dispute, providing the necessary information and documentation and responding to communications within reasonable periods.

9.2. Recourse to the amicable, formal complaint, internal escalation or mediation mechanisms described in this Policy does not suspend or interrupt the limitation or expiry periods established by the applicable law, unless that law provides otherwise. The Customer is advised to ensure compliance with the legal time limits applicable to their potential actions.

10.1. Atbion OÜ retains the records related to Disputes (communications, complaints, documentation provided and resolutions) for the time necessary for their processing, for compliance with its legal obligations and for the defence of possible actions.

10.2. The processing of the personal data contained in such records is governed by the Privacy Policy, which details the legal bases, the retention periods and the rights of the data subjects.