Partnership Terms and Conditions of the TrustMate.io Website (the "Terms")
This English version is a translation provided for information purposes only. In the event of any discrepancy between the language versions, the Polish version shall prevail.
These Terms have been drawn up on the basis of the laws in force in the Republic of Poland. They govern the operation and the conditions of use of the TrustMate.io website available at https://trustmate.io (the "Website"), which enables the collection of reviews of Service Partners and the building of their credible image. The provisions of the Terms, together with their annexes and the laws in force in the Republic of Poland, set out the rights and obligations of Service Partners using the Website.
§ 1. General provisions
These Terms apply to the services provided by TrustMate S.A. consisting in making available to Service Partners tools for building a Service Partner's business profile on the TrustMate.io Website and for collecting reviews of the Service Partner and – depending on the Service Package selected by the Service Partner – providing the Service Partner with marketing, sales and customer service support by TrustMate S.A.
The conclusion of an agreement with TrustMate S.A. by a business is equivalent to unconditional acceptance of these Terms.
Every business must read and comply with these Terms from the moment it takes any steps aimed at using the services provided by TrustMate S.A. through the Website.
§ 2. Definitions
TrustMate or Service Provider – TrustMate S.A. with its registered office in Wrocław, ul. Bartoszowicka 3, 51-641 Wrocław, Poland, entered in the National Court Register (KRS) under number 0000737597, tax ID (NIP) 8971854393, statistical number (REGON) 369980751, share capital of PLN 3.163.170 paid up in full, providing the Services in accordance with the Terms.
Service Partner or Service Recipient – a business using the services of the Service Provider which is a party to the agreement for the provision of the services referred to in these Terms, being a natural person, a legal person or an organisational unit without legal personality, and which undertakes to comply with these Terms.
Services – the services provided by the Service Provider to the Service Partner on the Website.
Agreement – an agreement for the provision of Services on the Website concluded for a definite or indefinite period between the Service Recipient and the Service Provider in the manner set out in these Terms, the subject of which is the provision of the Services referred to in the Terms.
Website – the website available at https://trustmate.io, through which TrustMate S.A. provides the services referred to in these Terms.
Account – a set of resources maintained by the Service Provider for the Service Recipient, in which the Service Recipient's data and information about its activities on the Website are stored, accessible to the Service Recipient after entering a password. The Account enables, among other things, the use of the Panel and the management of the Business Profile.
Panel – a module for managing the IT tools and Services made available by the Service Provider on the Website, depending on the Service Package selected by the Service Recipient, through which the Service Partner can manage the available Services, use tools and order additional services.
Business Profile – a subpage of the Website displaying information about the Service Partner and its business (information entered by the Service Partner in the Panel), reviews of the Service Partner, related photos and statistics of the ratings given to the Service Partner, as well as a subpage of the Website displaying information and reviews about entities added to the Website by the Service Provider or by Users.
User – a person who uses the Website on the terms of the Terms of Service for Users of the TrustMate.io Website and who is not at the same time a Service Partner having an Account on the Website.
Customer – a person who has concluded a sales or service agreement with the Service Partner and who may be invited by the Service Partner to post a verified review on the Website or may post a review directly from the Service Partner's subpage on the Website, confirmed by e-mail or by logging in to his or her Google or Facebook account.
Content – any statements and materials posted on the Website by Users or Service Partners, in particular: opinions, reviews, comments, ratings, descriptions, texts, information and photos, as well as logos and trademarks belonging to Service Partners.
Service Package – a functionally and quantitatively defined scope of services provided by the Service Provider for a fee or free of charge, as defined in the Price List.
Price List – Annex No. 2 to the Terms, specifying which Services are included in the individual Service Packages, free and paid, and the amount of remuneration due to the Service Provider for their provision.
Terms – this document constituting the general terms and conditions of the Agreement concluded between the Service Provider and the Service Partner.
§ 3. Subject matter of the agreement
The subject matter of the agreement is making available by the Service Provider the functionalities of the Website intended for Service Partners in the form of an administration Panel that allows, among other things, the management of the Service Partner's Business Profile on the Website. The scope of services made available to the Service Partner depends on the selected Service Package – free or paid.
The types of Service Packages and their Price List are available in the Service Provider's current commercial offer.
§ 4. Business Profile
A Business Profile of an entity providing services or concluding sales agreements may be created on the Website both by that Service Partner and by Users wishing to post a review of an entity that does not yet have a Business Profile on the Website.
If a Service Partner whose Business Profile was previously placed on the Website by the Service Provider or by a User posting a review creates an Account on the Website, the Service Partner takes over the management of the existing Business Profile and gains access to the data and reviews concerning it collected there.
If a Service Partner that does not yet have a Business Profile on the Website creates an Account, its Business Profile is created on the Website automatically.
By making available certain data, materials and descriptions of products or services on the Business Profile, the Service Partner declares that it holds the appropriate rights, in particular author's economic rights which it owns or licences granted to it, enabling it to make available on the Website works related to the products or services it offers. The Service Partner bears sole liability for damage and infringements resulting from the provision of false data or the lack of appropriate rights to the Content it has posted on the Business Profile.
A Service Partner offering products or services intended exclusively for adults shall inform the Service Provider thereof. The Service Provider may label the Business Profile, product pages or other Content concerning such Service Partner as "18+" and make them available only after the visitor has confirmed that he or she is at least 18 years old. The Service Provider may also apply such a label on its own initiative.
§ 5. Registration of the Service Partner and conclusion of the Agreement
The Service Partner may use the functionalities of the Website after creating an Account on the Website.
To create an Account on the Website, the registration form must be completed by entering the basic registration data related to the Service Partner's business, including: name, legal form, address (street, number, postcode, city), and the first name, surname and e-mail address of the person creating the Account on behalf of the Service Partner. The business address provided should be the same as the entry in the relevant business register.
The registration form is available:
on the Website, after clicking the active field marked with wording indicating the addition of a company – for a Service Partner whose Business Profile is not yet on the Website;
on the subpage of the Website with the Service Partner's Business Profile, after clicking the active field marked with wording indicating taking over the administration of the company's Business Profile – for a Service Partner whose Business Profile was previously created on the Website by a User or the Service Provider.
During registration, the Service Partner chooses a password to the Account, which it must keep confidential. The Service Partner bears full responsibility for all factual and legal consequences of access to and use of the Account by persons using the Service Partner's password.
Registration of a Service Partner that is a legal person or an organisational unit without legal personality, and the Service Partner's other activities on the Website, may be performed only by a person duly authorised to act on its behalf, who, by registering the Service Partner on the Website, certifies that the data of the Service Partner provided are accurate and do not infringe third-party rights.
Registration on the Website requires the Service Partner to agree to be bound by these Terms by ticking the active field marked with wording indicating unconditional acceptance of the Terms in the registration form available during the Account creation process and to accept any other required consents or statements, if any.
Upon registration on the Website, the Service Partner is assigned a free Service Package. The Service Partner may at any time select a paid Service Package suitable for it and pay the applicable fee in accordance with the current Price List available on the Website.
The Account is activated when the Service Partner ticks the active field marked with wording indicating unconditional acceptance of the Terms.
The Service Partner may post content on the Website after its identity has been verified by the Service Provider's Customer Service Office. The purpose of verification is to ensure that only genuine content is presented to Users on the Website. In the event of justified doubts as to the accuracy or completeness of the data provided by the Service Partner, the Service Provider reserves the right to refuse to create an Account and conclude the Agreement until the Service Partner provides the necessary explanations within the time limit set by the Service Provider. If justified doubts as to the accuracy or completeness of the data provided by the Service Partner concern an already active Account, the Service Provider may require the Service Partner to provide the necessary explanations within the time limit set by the Service Provider. Failure to provide explanations or the provision of unreliable explanations entitles the Service Provider to block the Account and terminate the Agreement with immediate effect. The Service Provider may require confirmation of the accuracy of the data throughout the existence of the Account.
The agreement for the provision of services made available by the Service Provider under paid Service Packages is concluded when the fee for the Service Package selected by the Service Partner is credited to the Service Provider's account. In such a case, the agreement is concluded for an indefinite period.
§ 6. Technical requirements and security
In order to use the Services provided by the Service Provider through the Website properly and fully, the Service Partner should have:
a device with Internet access and a web browser supporting cookies installed. The Website can be used only through a web browser. To use the full functionality of certain Services available on the Website, the web browser must have the SSL secure data transmission protocol, JavaScript and cookies enabled;
an active e-mail account on any server.
The Service Provider is not obliged to provide the services of the Website if the Service Partner's ICT system does not meet the requirements set out in para. 1. In particular, the Service Partner may not raise or pursue any claims on that account.
For the secure use of the Website, it is recommended that the device used by the Service Partner has, in particular:
anti-virus software with the latest virus definitions and updates. It is recommended that the anti-virus software be kept up to date by installing updates promptly after they become available;
an effective firewall;
all available security updates of the operating system and web browser installed;
cookies and JavaScript enabled in the web browser;
software capable of reading PDF files.
In addition to the risks resulting from an infection of the IT system, possible threats include hacker attacks. The Service Provider declares that it applies safeguards aimed at preventing or significantly hindering unauthorised access to the Service Partner's ICT system and has implemented anti-fraud filters preventing the posting of Content that is inconsistent with the Terms, good practice or fair competition. Despite due diligence in ensuring the security of the Services provided through the Website, abuse may occur. Any incidents indicating a breach of the security of the services should be reported to: .
Certain areas of the Website may use cookies, i.e. text files stored on the Service Partner's computer that identify it as necessary to enable the use of certain functionalities of the Website. Cookies work only if they are accepted by the browser and not deleted from the disk. The web browser can be configured to completely disable the storage of cookies on the computer's hard drive. However, this may result in the loss of certain functions of the Website. Detailed information on this subject is set out in the "Privacy and Cookie Policy", which constitutes Annex No. 1 to these Terms.
The Service Provider reserves that failure to meet the technical requirements may cause the Business Profile to malfunction, for which the Service Provider is not liable.
The Service Provider is not liable for technical problems related to the malfunctioning of the Service Partner's electronic equipment or for the lack of parameters enabling the Service Partner to receive data.
The Service Provider is not liable for the risks associated with the Service Partner's use of services provided electronically. In particular, the Service Provider is not liable for damage that is not the result of its fault or negligence, or for damage caused solely by the actions of the Service Partner or third parties for whom the Service Provider is not responsible.
§ 7. Interruptions in the operation of the Website
The Service Provider makes every effort to ensure that the Website operates properly and continuously. However, the Service Provider reserves that the operation of the Website may be interrupted due to failures and technical errors. In each case, the Service Provider strives to limit the negative effects of such interruptions as far as possible.
A technical failure is a situation in which the vast majority of entities using the Website have lost the ability to use the basic functions of the Website related to publishing, browsing and reading Content posted on the Website and creating an Account on the Website.
A technical error is any technical problem related to the operation of the Website other than that referred to in para. 2.
In order to develop the Website and minimise the risk of failures, periodic technical breaks are necessary, during which appropriate changes are made to the IT system. The Service Provider's IT department ensures that technical breaks are not burdensome and, where possible, schedules them at night.
The Service Provider will, as far as technically possible, inform the entities using the Website of any interruption in its operation by available means, in particular by posting an appropriate notice on the Website, and will promptly take steps to restore the functionality of the Website and limit the negative effects of the interruption.
§ 8. Payments and billing periods
The use of individual Services provided by the Service Provider on the Website is subject to a fee, except for the Free package and trial periods.
The scope of the Services provided to the Service Partner, including the Services provided under individual Service Packages, and the amount of fees for their provision are set out in the current Price List available on the Website and in the Panel in the payments tab.
The amount of fees due to the Service Provider depends on the scope of services provided by the Service Provider to the Service Partner, the period of their provision and the selected payment method.
Fees for services set out in the Price List are net amounts.
The Service Provider uses only cashless payment systems.
In the Payments tab of the Panel, the Service Partner has access to information on how to pay the Subscription Fee.
The Service Partner may choose one of three billing periods:
a one-month billing period, under which monthly fees are paid only by credit/debit card, authorising the Service Provider to charge the Service Partner's credit/debit card account with the full amount of the fee for the given billing period in advance and for each subsequent billing period of the provision of Services by the Service Provider, without the need to notify the Service Partner;
a six-month and a twelve-month billing period, under which fees are paid in advance for the given billing period by credit/debit card, authorising the Service Provider to charge the Service Partner's credit/debit card account with the full amount of the fee for the given billing period and for each subsequent billing period of the provision of services by the Service Provider, without the need to notify the Service Partner, or by traditional bank transfer or by electronic fast transfer through the selected payment intermediary.
By choosing a credit/debit card as the method of paying the Subscription Fee, the Service Partner agrees to the automatic charging of the credit card or bank account for all fees due in the given Subscription Period. At the same time, the Service Partner consents to the Service Provider using external payment intermediaries and disclosing transaction data to them.
Where a credit/debit card is chosen as the method of paying the Subscription Fee, the fee for each subsequent Subscription Period will be collected automatically until the Service Partner gives notice of resignation from recurring payments. Such resignation should be notified at least 14 days before the start of the new Subscription Period by e-mail to or by removing the card in the company account management Panel in the payments tab.
The Service Partner gains access to the selected Service Package for the first billing period chosen by it after paying the required fee in accordance with the current Price List. The fee is deemed paid when it is credited to the Service Provider's bank account.
Correct payment of the Subscription Fee will be recorded by the Service Provider within a maximum of 3 business days after the transfer is credited to the Service Provider's bank account.
The Subscription Period starts on the day the first payment is credited. The Subscription Period ends at the end of the day corresponding to the day on which the Subscription Period started or, if there is no such day in the following month, on the last day of that month.
All settlements between the Service Provider and the Service Partner are made electronically. The Service Partner consents to VAT invoices being issued and delivered to it in electronic form. This consent may be withdrawn at any time in writing or by e-mail (). After receiving payment, the Service Provider issues an invoice in electronic form and sends it in PDF format to the e-mail address provided by the Service Partner during registration on the Website.
Failure by the Service Partner to pay a fee on time results in the Service Provider ceasing to provide all paid services, blocking the paid services of the Account and deactivating all content added by the Service Partner, including comments and mediations, if they were related to a paid Service Package. In such a case, the Service Provider will inform the Service Partner by e-mail that it has ceased to provide paid services and of the scope of services that will be provided under the free Service Package. The provision of services under the existing paid Service Package resumes automatically after the Service Partner has paid the fee due by credit/debit card for the next period or after the fee has been credited to the Service Provider's bank account in the case of payment by traditional bank transfer or by electronic fast transfer through a payment intermediary.
On the terms set out in the Price List, the Service Provider may apply discounts on fees for Services provided for a given billing period.
The Service Partner may request the Service Provider to change its Subscription Plan. The change of Subscription Plan becomes effective when the Service Partner pays the fee for activating the selected Subscription Plan. The fee is reduced proportionally by the number of days that have elapsed since the start of the current Subscription Period. The amount of the fee will be presented to the Service Partner in the Panel in the payments tab. If the new Subscription Plan is cheaper than the existing one, the change may take effect from the next Subscription Period.
The Service Provider may organise promotional campaigns for Service Partners under which it makes available to Service Partners, free of charge, the temporary use of additional services not covered by the given Service Package. The Service Provider decides on the terms and duration of individual promotional campaigns. The Service Partner may not raise or pursue claims for non-performance or improper performance of free additional services within a given promotional campaign.
Any changes to the Price List will be announced on the Website and will apply to the Service Partner only from the next Subscription Period. The Service Partner may resign from the services if it does not accept the new fees.
Where funds need to be refunded for a transaction made with a payment card, the Service Provider will make the refund to the bank account linked to the Service Partner's payment card.
In the case of card payments, the processing time runs from the moment of positive authorisation of the transaction. The payment is deemed credited at the time the VAT invoice is issued.
In cooperation with the payment operator, the Service Provider offers the following payment methods: payment cards (Visa, Visa Electron, Maestro, MasterCard, MasterCard Electronic) and online payments.
§ 9. Rights and obligations of TrustMate
The Service Provider provides the Services to the Service Partner to the extent and on the terms set out in the Agreement, with due diligence.
The Service Provider does not give any warranty for the Services set out in these Terms.
The Service Provider reserves the right to carry out maintenance and renovation of the ICT system, to remove faults and incorrect or outdated information, to modernise and to change the graphic design of the Website, which may cause difficulties or temporarily prevent the Service Partner from using the services.
The Service Provider reserves the right to suspend the provision of Services and block the Service Partner's Account, without the right to a refund of fees paid, and in justified cases to terminate the Agreement with immediate effect, in particular where:
the Service Partner does not comply with the Terms or the provision of Services to the Service Partner becomes impossible through the Service Partner's fault;
a previously confirmed notice or notification has been received indicating that the Service Partner is acting to the detriment of Customers or Users;
there is a reasonable suspicion that the Service Partner's business is contrary to applicable law;
the Service Partner infringes the interests or good name of the Service Provider;
on the basis of technical safeguards, there is a reasonable suspicion that the Service Partner is manipulating statistics and rankings, in particular through unethical and unfair manipulation of its own image or the image of other businesses.
The Service Provider may block or hide content, ratings, statements, graphics, photos and videos in any case where they violate the Terms or are contrary to applicable law. With respect to reviews by Users and Customers, this right is exercised on the terms set out in Annex No. 4 (Review Reporting and Moderation Rules).
The Service Provider may change the amount of fees and the scope and type of Services provided to Service Partners, including the Services provided under individual Service Packages.
The Service Provider may use on the Website any designations identifying the Service Partner, in particular its business name, logo and trademarks.
The Service Provider may refer to the results of its cooperation with the Service Partner for marketing purposes, in particular by promoting the Service Partner's logos, business name and trademarks in its campaigns.
§ 10. Rights and obligations of the Service Partner
The Service Partner must use the Website in accordance with the Agreement, the Terms, applicable law and good practice, both towards the Service Provider and towards third parties.
The Service Partner must provide only true data and update them within no more than 7 (seven) business days of any change. Providing false data or failing to update them on time constitutes a material breach of the Terms.
The Service Partner undertakes not to take any action aimed at manipulating the reliability of statements and ratings on the Website, in particular by commissioning the posting of reviews of its own business or of competitors' businesses, or by entering into arrangements with other entities to mutually increase credibility and strengthen their image.
The Service Partner will not enter into the Website data and content that are unlawful, untrue, contrary to good practice or infringing third-party rights, or that contain words generally regarded as vulgar or offensive.
The Service Partner must cooperate with the Service Provider in relation to any complaint or notification submitted by Customers or Users concerning unauthorised actions of the Service Partner on the Website and other breaches of the Terms.
The Service Partner may refer to the results of its cooperation with the Service Provider for marketing purposes, in particular by promoting its ratings obtained through the Website and its participation in consumer programmes, subject to para. 9–13.
The Service Partner will not use automated tools to download content from the Website.
The Service Partner must consent to its business being rated by end Users and to Users sharing their ratings on social media.
The Service Partner may use the trademarks, logos, designations and graphics of TrustMate, including designations of TrustMate programmes and certificates ("TrustMate Marks"), only during the term of the Agreement and only in connection with the Services, in particular to communicate the ratings obtained on the Website.
The Service Partner shall use only the current version of the TrustMate Marks, in accordance with the rules for their use (brand book) made available in the Panel. It is prohibited to modify the TrustMate Marks, including changing their proportions, colours or elements, to combine them with other designations, or to use them in a manner suggesting a rating, status or distinction that the Service Partner does not hold.
In the event of a change to the TrustMate Marks or to the rules for their use, the Service Partner shall adapt its use of them within 30 days of receiving information about the change.
Upon termination or expiry of the Agreement, the Service Partner shall promptly cease using the TrustMate Marks and remove them from its websites and materials.
In the event of a breach of para. 9–12, the Service Provider shall request the Service Partner to cease the breach within a specified time limit and, after its ineffective expiry, may apply the measures referred to in § 9(4).
§ 11. Liability
The sole task of the Service Provider is to provide mechanisms aimed at collecting reviews, helping to build a credible online image of the Service Partner, acquiring contacts to new customers, increasing the conversion of sales or services and improving the effectiveness of the Service Partner's online activities.
The Service Provider is not liable for the actions or omissions of Users and Customers towards the Service Partner, including the content of reviews and statements and the effects of their use. This exclusion of liability does not apply to cases of mandatory statutory liability.
The Service Provider bears no liability for the consequences of the Service Partner disclosing the password to its Account to third parties.
The Service Provider makes efforts to ensure the continuity of the Services provided but is not liable for the unavailability of the Website caused by technical disruptions, expansion of the Website, force majeure or the actions or omissions of third parties.
§ 12. Privacy
The controller of the personal data of Service Partners using the functionality of the Website is the Service Provider operating under the business name TrustMate S.A. with its registered office in Wrocław, ul. Bartoszowicka 3, 51-641 Wrocław, KRS 0000737597, NIP 8971854393.
The Service Provider collects and processes the personal data provided by the Service Partner in accordance with applicable law and the Privacy and Cookie Policy. The Privacy and Cookie Policy constitutes Annex No. 1 to the Terms. The rules for the processing of personal data by TrustMate and the rights of data subjects are set out in the Privacy and Cookie Policy tab.
§ 13. Use of Content posted on the Website
All Content, including opinions, reviews, statements and information concerning the Service Partner, may be presented in whole or in part by the Service Provider on the Website, including on the Business Profile and on partner websites, in any manner and for any lawful purpose, in particular for promotional and marketing purposes. Presenting an extract of a review does not constitute a change of its content; the rules for moderating reviews, including the cases in which they may be removed, hidden or moved, are set out in Annex No. 4 (Review Reporting and Moderation Rules).
The Service Partner is not entitled to verify or approve the manner in which the Service Provider presents Content concerning it, provided that it complies with the Terms and applicable law. The Service Provider's right set out in para. 1 remains in force after termination of the Agreement, subject to para. 6.
Whenever Content posted on the Website by the Service Partner constitutes a work within the meaning of the Polish Act on Copyright and Related Rights, upon posting it on the Website the Service Partner grants the Service Provider a free-of-charge, non-exclusive licence, unlimited in time and territory, to use that work, with the right to grant sublicences to the Service Provider's partners, in the following fields of exploitation: recording by any technique, reproduction by analogue and digital techniques, entering into computer memory, entering into a computer or multimedia network, placing on the market, making available to the public at a place and time chosen by the Service Provider, display, broadcasting, rebroadcasting, playback, placing in databases, and use for the promotion of the Service Provider and presentation on the Website.
Whenever Content posted on the Website by the Service Partner constitutes a work within the meaning of the Polish Act on Copyright and Related Rights, the Service Partner permits the Service Provider to exercise, free of charge, the derivative copyright to the work, i.e. in particular to modify it, make abridgements and editorial changes, with the right to grant such permission further, without the Service Partner's authorial supervision.
Termination of the Agreement resulting in the deletion of the Service Partner's Account does not affect the validity of the above licence, subject to para. 6.
The Service Partner may at any time, including after termination of the Agreement, request the Service Provider to remove all or some of the Content posted by the Service Partner on the Website. Such a request should be submitted in writing by registered mail to TrustMate S.A., ul. Bartoszowicka 3, 51-641 Wrocław, or by e-mail to .
§ 14. Post-transaction surveys of Users and Customers
As part of the functionality of the Website, the Service Provider enables the Service Partner to send, through the Website, invitations to its Users or Customers to post reviews confirmed by a purchase or the performance of a service, by SMS or e-mail.
A Service Partner using the functionality referred to in para. 1 declares that it is the controller of the personal data of its Users or Customers and that the personal data it enters into the Website have been collected and are processed lawfully, on the basis of appropriate consents of Users or Customers or another legal basis for processing by the Service Partner.
The Service Partner may exercise the rights referred to in para. 1 provided that it concludes a separate data processing agreement concerning the personal data of its Users or Customers, under which the Service Provider, as processor, will be entitled to process the personal data of the Service Partner's Users or Customers in order to examine their satisfaction with the purchase made or the service performed.
If a User or Customer of the Service Partner does not complete the survey within 179 days of the invitation to post a review being sent, the data of the User or Customer provided for that purpose will be deleted from the Website.
In order to protect Users and Customers from an excessive number of messages, the Service Provider may limit the number and frequency of invitations to post reviews sent to the same User or Customer, in particular in categories of products or services purchased repeatedly or periodically (e.g. pet food, diet catering, subscriptions and regular deliveries). Invitations exceeding the limit are not sent.
The Service Provider sets the limits referred to in para. 5 according to objective criteria, such as the category of product or service and the time elapsed since the previous invitation or previous review, and applies them uniformly, regardless of the expected rating. Information on the applicable limits is available in the Panel.
§ 15. Complaints
The Service Partner may submit a complaint if the Service Provider fails to provide the Services or provides them improperly, or if fees for their provision have been calculated incorrectly. Complaints may not concern, in particular: malfunctions of the web browser used, interruptions in Internet access, the Service Partner's equipment or Internet connections, circumstances for which the Service Provider is not solely responsible, or other circumstances related to the activities of entities for whose actions the Service Provider is not responsible.
Only the Service Provider is entitled to handle complaints.
Complaints may be submitted in writing by registered mail to TrustMate S.A., ul. Bartoszowicka 3, 51-641 Wrocław, or by e-mail to (the subject line of the e-mail should contain the word "reklamacja" (complaint)).
A complaint should be written in Polish and contain the subject of the complaint and a concise and comprehensible justification. Complaints containing vulgar or offensive content will not be considered.
The Service Provider will handle the complaint within 30 days of receipt or, if the complaint is incomplete or lacks the information necessary to handle it, will request additional information from the Service Partner and handle the complaint within 30 days of receiving such information. Failure to respond to a complaint within 30 days is deemed to be acceptance of the complaint.
Information on how the complaint has been handled will be sent to the Service Partner by e-mail to the address provided during registration.
The Service Provider reserves that handling a complaint may require technical intervention in the Service Partner's Account.
Claims arising from the Services provided by the Service Provider may be pursued before a common court only after the complaint procedure has been exhausted.
§ 16. Termination of the agreement
An agreement concluded for an indefinite period, as referred to in § 5(10) of the Terms, may be terminated by either Party without giving reasons with one month's notice effective at the end of a calendar month. The notice of termination may be given to the other Party in writing or by e-mail.
An agreement concluded for a definite or indefinite period may be terminated by the Service Provider with immediate effect, without notice, by a statement addressed to the Service Partner in writing or by e-mail, indicating the nature of the breach or the obligation not performed, in the following cases:
a material breach of the Terms by the Service Partner;
non-acceptance of amendments to the Terms by the Service Partner;
the Service Partner taking actions contrary to the law or aimed at breaching the security of data on the Website, or an unauthorised attempt to access the Website.
An agreement concluded for a definite or indefinite period may be terminated by the Service Partner with immediate effect, without notice, by a statement addressed to the Service Provider by registered mail to TrustMate S.A., ul. Bartoszowicka 3, 51-641 Wrocław, or by e-mail to , indicating the nature of the breach or the obligation not performed, in the following cases:
provision of services by the Service Provider in gross breach of the Agreement;
non-acceptance of amendments to the Terms.
In the event of termination of the Agreement, fees paid by the Service Partner are not refundable.
Neither Party is liable for the other Party's lost profits related to the performance, expiry or termination of the Agreement.
After termination of the Agreement, the Service Provider reserves the right to present the Service Partner's data together with reviews on the Business Profile without time limitation, for a period at the Service Provider's discretion.
§ 17. Amendments to the Terms
The Service Provider may unilaterally amend the Terms at any time.
The Service Provider will notify Service Partners of an amendment to the Terms by posting an appropriate notice on the Website. Amendments enter into force on the day the consolidated text is posted on the Website, unless a different date of entry into force is specified in it. Each Service Partner must read the amended Terms. Using the Website after the amended Terms have been posted is equivalent to the Service Partner's acceptance of the new Terms.
A Service Partner that does not accept the new or amended Terms should refrain from logging in to the Website and promptly inform the Service Provider of that decision.
Non-acceptance of the new or amended Terms by the Service Partner is equivalent to its resignation from the Services provided through the Website and constitutes grounds for terminating the Agreement with immediate effect.
§ 18. Final provisions
These Terms are available at all times in the footer of the Website's home page in a manner that allows their content to be obtained, reproduced and recorded at any time by printing or saving on a durable medium.
The annexes listed in § 19 form an integral part of the Terms.
Matters not governed by these Terms are subject to generally applicable Polish law.
The Service Provider may assign the rights under the Agreement to any third party without the consent of the Service Partner.
If any existing or future provision or part of a provision of the Terms is found to be invalid or unenforceable in whole or in part for any reason, now or in the future, its invalidity or unenforceability shall not affect the enforceability of the remaining provisions of these Terms. These Terms shall be interpreted in accordance with the law as if the unenforceable provision had never been included.
In the event of a dispute, the parties will seek to resolve it amicably. Polish law applies to all disputes arising under these Terms. If the dispute cannot be resolved amicably, it will be submitted to the common court having jurisdiction over the Service Provider's registered office.
Annex No. 4 – Review Reporting and Moderation Rules.
Last updated: 19.10.2026. These Terms in this wording apply from 19.10.2026.
Annex No. 1 – Privacy and Cookie Policy
to the Partnership Terms and Conditions of the TrustMate.io Website
The Privacy and Cookie Policy is a separate document available in the footer of the Website's home page in a manner that allows it to be obtained, reproduced and recorded. The content of the Privacy and Cookie Policy is not amended by this consolidated text.
Annex No. 2 – Price List
to the Partnership Terms and Conditions of the TrustMate.io Website
The Price List is a separate document available on the Website and in the Panel in the payments tab (§ 8(2) of the Terms) and, for Agreements concluded on the basis of an individual offer, also in that offer. The Price List specifies, in particular, the availability of TrustCare in the individual Service Packages (§ 1(3) of Annex No. 3).
Annex No. 3 – TrustCare Rules
to the Partnership Terms and Conditions of the TrustMate.io Website
§ 1. General provisions and definitions
This Annex sets out the rules for the Service Partner's use of the TrustCare feature and the related rights and obligations of the Service Partner and TrustMate. This Annex forms an integral part of the Terms.
TrustCare replaces the former mediation feature. Whenever the Terms, the Price List or other TrustMate documents refer to mediations, this shall be understood as TrustCare.
The availability of TrustCare in the individual Service Packages is set out in the Price List.
Capitalised terms not defined in this Annex have the meaning given to them in the Terms. In addition:
Review – a rating expressed on a star scale, together with any description and other Content, posted on the Website by a User or Customer. A Review may concern the Service Partner ("Company Review", presented on the Business Profile) or a product offered by the Service Partner ("Product Review").
Review Author – a User or Customer who has posted a Review or started a Conversation before posting it.
Negative Rating – a rating of 1–3 stars.
TrustCare – a feature of the Website that allows the Service Partner and the Review Author to exchange messages in order to clarify or resolve a problem reported by the Review Author.
Conversation – an exchange of messages within TrustCare concerning a single matter, from its start to its end.
Conversation Page – a web page on which the Review Author conducts the Conversation, presented in the colour scheme of the Service Partner's review form.
TrustCare Label – information displayed next to a Review indicating the status of the Conversation.
Day – a calendar day.
§ 2. Enabling TrustCare and Panel settings
In the Panel, the Service Partner may enable the option for the Review Author to start a Conversation before posting a Review (path: TrustCare → Settings → TrustCare in the review form). The option is enabled separately for Company Reviews and Product Reviews.
In the Panel, the Service Partner may set up the automatic start of a Conversation after a Review with a Negative Rating has been published, including only outside the working hours indicated by the Service Partner, as well as message templates used in such Conversations.
The Service Partner indicates in the Panel the recipients of notifications about Conversations. The Service Partner is responsible for keeping these data up to date and for ensuring that notifications are received on an ongoing basis.
In the widget configurator, the Service Partner may set the colour and position of the TrustCare Label. The Service Partner may not hide or disable the TrustCare Label, change its text or present it in a misleading manner.
§ 3. Starting and conducting a Conversation
A Conversation may be started:
by the Review Author before posting a Review, if the Service Partner has enabled the option referred to in § 2(1) – the Service Partner then receives an e-mail asking it to take action;
by the Service Partner after a Review with a Negative Rating has been published – manually in the Panel ("Start TrustCare" next to the Review) or automatically in accordance with § 2(2). The Review Author then receives an e-mail asking for his or her position on the Review.
A Conversation started before a Review is posted is not public. However, the Review Author may post a Review at any time, and the Service Partner acknowledges this.
The Service Partner conducts Conversations in the Panel. Conversations awaiting the Service Partner's reply are highlighted at the top of the list.
Each party has 7 Days to reply to the last message of the other party. After 4 Days without a reply, TrustMate sends a reminder to the party that has not replied.
A Conversation in which both parties reply within the time limit has no time limit.
If the Service Partner does not reply within the time limit referred to in para. 4, the Conversation ends and the Review Author is informed that he or she may post a Review.
If the Review Author does not take up a Conversation started by the Service Partner or does not reply within the time limit referred to in para. 4, the Conversation ends and the TrustCare Label referred to in § 5(3)(2) is displayed next to the Review. The Review Author's failure to reply does not constitute grounds for hiding or removing the Review.
The Service Partner may add attachments to messages and resend the link to the Conversation Page to the Review Author.
§ 4. Obligations of the Service Partner in TrustCare
The Service Partner conducts Conversations in good faith, in order to clarify or resolve the Review Author's problem, with due regard for his or her rights as a consumer.
Within a Conversation, the Service Partner may apologise to the Review Author and offer a solution to the problem, including a refund, replacement, discount, voucher or other compensation, including compensation going beyond its statutory obligations.
The offer referred to in para. 2 may not be made conditional on changing the rating, changing the content or withdrawing the Review, nor be offered in exchange for such action. After the matter has been resolved, the Service Partner may inform the Review Author that he or she may update the Review if he or she considers it appropriate. Any decision to update the Review rests solely with the Review Author.
The Service Partner is further prohibited, in particular, from:
putting pressure on the Review Author, including repeatedly urging him or her outside the TrustCare reminder mechanism, threatening legal action in order to force a change of the Review, or contacting the Review Author on this matter through other channels against his or her will;
publishing, disclosing to third parties or quoting the content of the Conversation outside the Website without the Review Author's consent, unless this is necessary to exercise consumer rights or to comply with legal obligations;
posting vulgar, offensive, advertising or irrelevant content in the Conversation.
The Service Partner may use the Review Author's personal data obtained in the Conversation only to handle the matter to which the Conversation relates and to comply with legal obligations. The use of such data for marketing purposes requires a separate legal basis.
Starting a Conversation, including an automatic one, does not replace the Service Partner's statutory obligations towards consumers, in particular those relating to handling complaints.
§ 5. End of the Conversation and TrustCare Labels
The Service Partner may close the Conversation at any time.
Only the Review Author may change the rating or content of the Review or withdraw it. A change of rating by the Review Author ends the Conversation. If the Review Author raises the rating to a positive level, the Service Partner receives a notification.
The following TrustCare Label is displayed next to a published Review to which the Conversation relates:
"The company is talking to the customer" – during the Conversation;
"No response from the customer" – if the Review Author has not taken up the Conversation.
The TrustCare Label is displayed on the Business Profile and in the Service Partner's widgets. The Review remains published in full regardless of the course and outcome of the Conversation. The end of the Conversation, in whatever manner, does not constitute grounds for hiding, collapsing or removing the Review.
After the Conversation has ended, except in the case referred to in para. 3 item 2, the TrustCare Label is no longer displayed.
After the Conversation has ended, TrustMate may invite the Review Author once to post or update a Review of the Service Partner. The text of the invitation is prepared by TrustMate; the invitation does not suggest the expected rating.
§ 6. Panel and statistics
In the Panel, the Service Partner has access to all Conversations in a single view, including the list of Conversations, the content of the Reviews and the messages.
TrustMate makes statistics on TrustCare available in the Panel.
The Review Author receives e-mails related to the Conversation and conducts the Conversation on the Conversation Page in the colour scheme of the Service Partner's review form. The text of TrustCare system messages is determined by TrustMate.
§ 7. Breaches and rights of TrustMate
TrustMate may hide a message of the Service Partner that breaches § 4(3) or (4) and end a Conversation in which such a breach has occurred.
In the event of a serious or repeated breach of § 4, TrustMate may, after first requesting the Service Partner to cease the breaches, temporarily or permanently disable the Service Partner's ability to use TrustCare or apply the measures provided for in § 9(4) of the Terms. A prior request is not required if the breach is flagrant.
TrustMate informs the Service Partner of the application of a measure referred to in para. 1 or 2, stating the reasons. The Service Partner may appeal on the terms set out in § 8 of Annex No. 4 (Review Reporting and Moderation Rules).
TrustMate is not a party to the Conversation, does not resolve disputes between the Service Partner and the Review Author and is not responsible for the parties' arrangements or their performance.
Annex No. 4 – Review Reporting and Moderation Rules
to the Partnership Terms and Conditions of the TrustMate.io Website
§ 1. General provisions and definitions
This Annex sets out the rules for moderating Reviews concerning the Service Partner and its products, the rules for reporting Reviews by the Service Partner and the procedure for appealing against decisions of TrustMate. This Annex forms an integral part of the Terms and supplements § 9(5) and § 13 of the Terms.
Capitalised terms not defined in this Annex have the meaning given to them in the Terms. In addition:
Review – a rating expressed on a star scale, together with any description and other Content, posted on the Website by a User or Customer.
Company Review – a Review concerning the Service Partner as a seller or service provider, presented on the Business Profile.
Product Review – a Review concerning a product offered by the Service Partner, presented on the page of that product.
Review Author – a User or Customer who has posted a Review.
Moderation – activities of TrustMate, automated or carried out by its staff, consisting in verifying Reviews for compliance with the law and the Terms and in taking the decisions referred to in § 6.
Notice – a notification by the Service Partner concerning a Review which, in its opinion, violates the law or the Terms or has been posted in the wrong place, submitted in accordance with § 5.
DSA – Regulation (EU) 2022/2065 of the European Parliament and of the Council of 19 October 2022 on a Single Market for Digital Services (Digital Services Act).
§ 2. Principles followed by TrustMate
TrustMate makes Reviews available as a hosting service provider and acts neutrally towards the Service Partner and the Review Author. TrustMate carries out Moderation diligently, objectively and proportionately.
TrustMate applies the same Moderation rules and tools to positive and negative Reviews, including Reviews of the Service Partner and of its competitors. In particular:
a Review containing only a rating, without a description, is equally valid regardless of the rating;
comparisons with other sellers or products are permitted on the same terms in positive and negative Reviews;
spam and random strings of characters are removed regardless of the rating.
TrustMate does not resolve factual disputes between the Service Partner and the Review Author; in particular, it does not assess whether the Review Author used the product correctly, read the instructions or gave an accurate account of the purchase.
The Service Partner acknowledges that:
Reviews of the Service Partner and its products, including negative ones, are published without the Service Partner's prior approval;
the Service Partner may not itself remove, hide, collapse or change a Review, and may influence a Review only through a public reply, TrustCare or a Notice;
a Review may be removed, hidden or moved only in the cases set out in this Annex.
§ 3. What the Service Partner may report
The Service Partner may report for verification any Review concerning the Service Partner or its products to which it has objections. A Notice is justified in particular where the Review:
contains personal data of third parties, in particular names, telephone numbers or e-mail addresses of the Service Partner's employees;
contains content that is vulgar, abusive, inciting hatred or violence, pornographic, inciting the commission of a crime or otherwise manifestly unlawful;
contains links to websites, discount codes or advertising of third-party products or services;
is unrelated to a purchase or use of a service of the Service Partner, in particular it is a political or ideological statement or part of a coordinated campaign of posting Reviews unrelated to purchases;
concerns another entity, another transaction or another product, or duplicates another Review by the same author concerning the same transaction;
was posted in order to manipulate ratings, in particular by a competitor of the Service Partner or by automated means;
is a Product Review that relates entirely to the handling of the purchase rather than to the product and should be moved to the Business Profile in accordance with § 7;
contains a rating in obvious contradiction with its content, indicating a mistake in choosing the rating;
is subject to a final court judgment or a binding order of a competent authority requiring its removal or blocking.
If the Service Partner has reasonable doubts as to whether the Review Author made a purchase or used the service, it may indicate this in the Notice, attaching credible documents, in particular a screenshot from the Service Partner's sales system showing a search for the Review Author's e-mail address and the absence of orders associated with it. TrustMate then asks the Review Author to confirm the purchase within 14 days. If the Service Partner has presented credible documents and the Review Author does not confirm the purchase within that time, TrustMate removes the Review. If the Service Partner has not presented credible documents, the Review Author's failure to reply does not result in any change to the Review.
§ 4. What is not a ground for removing or changing a Review
TrustMate does not remove, hide, collapse or change a Review, or exclude it from statistics, solely because:
the Review contains a low rating or criticism of the Service Partner or its product;
the Review contains only a rating, without a description;
the Service Partner disagrees with the Review Author's account of events;
the Service Partner claims that the Review Author used the product contrary to the instructions or its intended purpose;
the Review assesses the appearance, first impression or workmanship of a product that has not yet been used, including one bought as a gift;
the Review compares the Service Partner or its product with competitors;
the Service Partner or its attorney makes a general allegation that the Review is untrue or infringes personal rights, where the unlawfulness of the Review is not clearly apparent from its content or from the documents attached to the Notice and has not been confirmed by a final court judgment;
the Review Author has not taken up a Conversation within TrustCare or has not replied during it;
the Service Partner has resolved the Review Author's problem and the Review Author has not updated the Review.
§ 5. How to submit a Notice
The Service Partner submits a Notice in the Panel using the "Report review" option available next to the Review or – if this mechanism fails – by e-mail to .
A Notice should contain:
identification of the Review, in particular the URL at which it is available, if the Notice is not submitted in the Panel;
an indication of the ground for the Notice among those set out in § 3(1) and an explanation of why, in the Service Partner's opinion, the Review violates the law or the Terms;
the details of the person submitting the Notice on behalf of the Service Partner and a contact e-mail address;
a statement that the Notice is submitted in good faith and that the information in it is accurate and complete.
If the Notice is based on a court judgment or an order of an authority, the Service Partner attaches a copy. If the Notice concerns an allegation that a Review is untrue or infringes personal rights, the Service Partner attaches documents enabling the unlawfulness of the Review to be established without a detailed examination of the dispute.
If the Notice does not contain the elements referred to in para. 2, TrustMate may ask the Service Partner to complete it. The time limit referred to in § 6(2) does not start to run until the Notice has been completed.
Each Notice concerns one Review.
§ 6. Handling of Notices and possible decisions
TrustMate confirms receipt of the Notice. The Notice is handled by a TrustMate employee; TrustMate may use automated tools, but does not take a decision to refuse a Notice solely by such means.
TrustMate handles the Notice diligently, objectively and without undue delay, as a rule within 14 days of receiving a complete Notice.
While the Notice is being handled, the Review remains published, unless its unlawfulness is obvious, in particular in the cases referred to in § 3(1)(1) and (2).
TrustMate may ask the Review Author for explanations or confirmation of the purchase.
Having handled the Notice, TrustMate:
refuses the Notice, and the Review remains unchanged;
moves the Product Review to the Business Profile in accordance with § 7;
asks the Review Author to clarify the intended rating, if there is an obvious mistake in the rating, on the terms set out in § 6 of Annex No. 4 to the Terms of Service for Users (Review Publication and Moderation Rules);
removes or hides the Review.
TrustMate does not edit the content of Reviews, including by removing, anonymising or changing parts of them. The decisions referred to in para. 5 items 2 and 4 always concern the Review as a whole.
TrustMate informs the Service Partner of its decision, stating the reasons. If the decision restricts the visibility of the Review or changes the place of its publication, TrustMate also informs the Review Author, indicating the grounds for the decision, the fact that it was taken following a Notice and the possibility of appeal.
TrustMate does not disclose to the Review Author the details of the person submitting the Notice on behalf of the Service Partner, except for the name of the Service Partner.
§ 7. Moving a Review from the product page to the Business Profile
TrustMate moves a Product Review to the Business Profile only if the Review relates entirely to the Service Partner's handling of the purchase, in particular delivery, customer service, payment, outer packaging or extras from the seller unrelated to the product offer, and contains no assessment of the features, quality or condition of the product.
A Review remains on the product page if it contains even a partial assessment of the product, in particular a description of its condition upon delivery, information about missing parts, accessories or instructions, an assessment of the first impression or workmanship, or information about the absence of a free gift that was part of the product offer.
Moving a Review does not change its content or rating. From the moment it is moved, the Review is included in the Company Review statistics instead of the product statistics.
§ 8. Appeals and other remedies
The Service Partner may appeal against a decision refusing a Notice or against any other decision of TrustMate concerning a Review of the Service Partner or its product, as well as against the decisions referred to in § 9(3) and (4) of this Annex and in § 7 of Annex No. 3, within 6 months of receiving information about the decision, by e-mail to marked "odwołanie" (appeal).
The appeal should identify the decision concerned and the circumstances justifying its change. The Service Partner may attach new evidence.
Appeals are handled under the supervision of appropriately qualified staff and not solely by automated means, without undue delay, as a rule within 14 days. TrustMate informs the Service Partner of the outcome, stating the reasons.
The Service Partner may also use a certified out-of-court dispute settlement body referred to in Article 21 DSA or pursue its rights before a common court. § 15(8) of the Terms does not limit the right to use these remedies.
§ 15(5) of the Terms does not apply to appeals concerning Reviews insofar as it provides for a complaint to be deemed accepted after the time limit has expired.
§ 9. Obligations of the Service Partner and abuse
The Service Partner uses Notices in accordance with their purpose, in good faith and with due regard for the rights of Review Authors.
Notwithstanding § 10(3) of the Terms, the Service Partner is prohibited in particular from:
ordering, posting or commissioning the posting of Reviews of its own business or of competitors' businesses;
offering Customers benefits dependent on posting a positive Review, changing the rating or withdrawing a Review;
inviting only Customers whom the Service Partner considers satisfied to post Reviews;
including in a public reply to a Review the Review Author's personal data, offensive content or order details that the Review Author has not disclosed.
If the Service Partner frequently submits manifestly unfounded Notices, TrustMate may, after a prior warning, suspend the handling of the Service Partner's Notices for a reasonable period not exceeding 3 months. TrustMate informs the Service Partner of the suspension, stating the reasons.
In the event of a breach of para. 2, TrustMate may apply the measures provided for in § 9(4) and (5) of the Terms and remove Reviews posted in breach of para. 2 items 1 and 2.
