Mediation for Commercial Users

In accordance with Article 12 of Regulation (EU) 2019/1150 on promoting fairness and transparency for business users of online intermediation services (the “P2B Regulation”), Cardmarket and its commercial users have the possibility to seek an out-of-court settlement through mediation in relation to disputes concerning the online intermediation services provided by Cardmarket, including complaints that could not be resolved through Cardmarket's internal complaint-handling system (“ticket system”).

When Is Mediation Available?

Mediation may be available if:

• you are a commercial user of Cardmarket;
• the dispute relates to Cardmarket’s online intermediation services;
• you have first submitted your complaint through Cardmarket’s ticket system; and
• the dispute could not be resolved through that process.

How Does the Mediation Process Work?

1. The commercial user submits a complaint through Cardmarket’s ticket system.
2. Cardmarket reviews the complaint and attempts to resolve the matter.
3. If no resolution can be reached, either party may propose mediation.
4. The parties may appoint one of the mediators listed below or jointly agree on a different mediator.
5. The mediation process is conducted independently by the mediator in accordance with the applicable mediation rules.

Participation in mediation is voluntary. Either party may decide not to participate or may terminate the mediation process at any time. Mediation does not affect either party’s right to initiate court proceedings.

Independent Mediators Appointed by Cardmarket

• Jutta Pertenais
  (Attorney & Certified Mediator)
  Address: Groß-Berliner Damm 73C, 12487 Berlin, Germany
  Email: [email protected]
  Tel.: 0049178 4605257


• Mgr. Katerina Verostova, LL.M
  (Attorney and Registered Mediator)
  Address: Rokycanova 809/1c, 779 00 Olomouc, Czech Republic
  Email: [email protected]
  Tel.: 004915756426868

Costs

Unless otherwise agreed between the parties and the mediator, the reasonable costs of the mediation shall be determined by the mediator, taking into account all relevant elements of the case, including the merits of the claims, the conduct of the parties, and the size and financial strength of the parties relative to one another.

Alternative Mediator

The parties are free to jointly agree on a different independent mediator instead of the mediators listed above.

Contact Info

If you have any questions about the mediation process, please contact us at [email protected]. You may also use this email address, if you were unable to reach an agreement with Customer Support, are not satisfied with their decision or would like to escalate your dispute further.