Complaints and Appeals Rules
1. Scope and acceptance
This document governs your access to and use of the DadaGoods platform, including the website, mobile interfaces, application programming interfaces and related services (together, the "Platform"). DadaGoods is a business-to-business-to-consumer wholesale marketplace that connects verified suppliers with business and consumer buyers in seven storefront languages with a United States dollar ledger.
By registering an account, browsing the Platform, publishing a listing, placing an order or otherwise using the Platform, you confirm that you have read, understood and agreed to be bound by this document together with the DadaGoods Privacy Policy, Cookie Policy and Platform Rules. If you do not agree, you must stop using the Platform.
Where you use the Platform on behalf of a company or other legal entity, you represent that you are authorised to bind that entity, and "you" means that entity.
2. Complaints and appeals
Buyers, Sellers and third parties may submit a complaint through the Platform or to the contact address published in this document. A complaint should identify the Order or Listing concerned, describe the issue, state the outcome sought and include supporting evidence such as photographs, correspondence or carrier records.
Service levels are published in the Complaints and Appeals Rules: an acknowledgement is issued on the next Business Day, an initial substantive response within three Business Days, and a decision on an intellectual property complaint within seven days of a complete notice. A complaint that concerns the safety of a product is escalated immediately and may result in the Listing being suspended while it is investigated.
A decision may be appealed within the period stated in the decision. An appeal is reviewed by a person who was not involved in the original decision. Every complaint, measure and appeal is recorded in the audit log and a summary of closed complaints is available to the parties concerned.
3. Violations and penalties
Violations carry demerit points under the schedule published in the Platform Rules. Points accumulate over a rolling assessment window and lead, in escalating order, to a warning, a listing restriction, a reduction in store level, withholding of settlement, suspension of the store and termination of the Seller Onboarding Agreement.
Certain conduct results in immediate action without a graduated escalation: publication of a prohibited item, substantiated counterfeiting, a third substantiated intellectual property determination, fraud, or a failure to respond to a safety recall. DadaGoods communicates each measure in writing with the rule relied on, the evidence considered and the period within which the matter can be remedied.
4. Your data rights
Subject to applicable law, you may request access to the personal data we hold about you, request correction of inaccurate data, request erasure where there is no overriding legal ground for retention, restrict or object to certain processing, receive the data you provided in a structured machine-readable format, and withdraw consent at any time without affecting processing already carried out.
Requests may be made through your account settings or to the data-protection contact published in this document. We respond within the period required by applicable law, which is forty days under the PDPO and one month under the GDPR, and we may extend that period once where a request is complex, telling you why. Where we cannot comply, we explain the legal basis for the refusal and the route to complain to the relevant authority.
Where processing is based on your consent, withdrawing consent stops further processing; it does not make earlier processing unlawful. You will not be discriminated against for exercising these rights. Sellers that process buyer data must provide equivalent rights and must act on our instructions when we handle such requests.
5. Notices and records
A notice is validly given to a user when it is sent to the email address recorded on the account or posted to the account message centre, and is treated as received on the next Business Day after sending. A notice is validly given to DadaGoods when it is sent to the contact address published in this document.
Electronic records created and stored by the Platform, including acceptance records, order and payment records, communications and audit entries, are admissible evidence of the matters they record. Each acceptance of a document is stored with the document version, the date and time, the locale in which it was presented and the originating network address.
6. Compliance contacts
DadaGoods publishes the following points of contact and answers correspondence in English and in any of the seven storefront languages. Rights holders, data subjects, regulators and law-enforcement authorities should use the address that matches the subject of the enquiry.
Legal and compliance enquiries: legal@dadagoods.com. Intellectual property and DMCA complaints: ip@dadagoods.com. Data-protection and GDPR enquiries, including data-subject requests: gdpr@dadagoods.com. Digital Services Act and content-moderation enquiries: dsa@dadagoods.com. Written notices may be addressed to the contracting entity named in the footer of this site.
A request from a competent authority is acknowledged on the same Business Day, recorded in the compliance register and answered within the period stated in the request or, where no period is stated, within ten Business Days. We do not disclose personal data in response to an informal request that does not have a lawful basis.