Complaint Procedure
How couriers, restaurants, and customers can raise a complaint about Descale MoveAds, and what happens next.
Last updated: 24 September 2026
Draft terms. This page is structured to reflect the Descale MoveAds pilot as currently planned. It has not yet been reviewed or signed off by a lawyer and must not be treated as final legal text before real campaigns run.
1. Who can complain
Couriers, restaurant advertisers, and customers can raise a complaint about any part of Descale MoveAds — a campaign, a payment, a cover, a QR offer, or how data was handled.
2. How to raise a complaint
Send details (your name, your role — courier, restaurant, or customer — and what happened) via the Contact page or to info@travomate.com.pl. Include any reference (campaign name, order or voucher reference) if you have one.
3. What happens next
- We acknowledge receipt of your complaint.
- We review the complaint against the relevant terms (Courier Programme Terms, Advertiser Campaign Terms, or QR Offer Terms).
- We respond with the outcome and, where applicable, a resolution — correction, replacement, refund, or another remedy appropriate to the issue.
4. Data protection complaints
A complaint about how your personal data was handled is treated under our Privacy Policy. You also have the right to lodge a complaint directly with the Polish Data Protection Authority (Prezes Urzędu Ochrony Danych Osobowych, UODO), ul. Stawki 2, 00-193 Warszawa, www.uodo.gov.pl.
5. Out-of-court resolution
Where a complaint cannot be resolved directly, EU consumers may also use the European Commission’s Online Dispute Resolution platform at ec.europa.eu/consumers/odr.