Terms of Service for Users 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 interested Users to present on the Website their subjective opinions about sellers of goods or providers of services and about the quality of purchased products or services. 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 Users of the Website.
§ 1. 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 – an entity that is a business and uses the services of the Service Provider under a separate agreement.
Service – a service provided electronically by the Service Provider to the User in accordance with these Terms.
Agreement – an agreement for the provision of Services concluded between the Service Provider and the User by the User's acceptance of the Terms.
Website – the website available at https://trustmate.io, through which the Service Provider provides the services referred to in these Terms to Users and, under a separate agreement, to Service Partners.
User Account – a set of resources maintained by the Service Provider for a Registered User, in which data and information about the Registered User's activities on the Website are stored, accessible to the Registered User after logging in.
Panel – a module for managing the IT tools and services made available on the Website to a Service Partner under a separate agreement.
Business Profile – a subpage of the Website displaying information about a Service Partner and its business, 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 – an entity (a natural person, in particular a consumer, with full legal capacity; a legal person or an organisational unit without legal personality), other than a Service Partner, which meets the conditions of the Terms and has registered on the Website, as a result of which a password-protected User Account has been created for it – a Registered User; or an entity (a natural person, in particular a consumer, with full legal capacity; a legal person or an organisational unit without legal personality), other than a Service Partner, which meets the conditions of the Terms and uses the Services provided through the Website but does not have a User Account – an Unregistered User. Whenever these Terms refer to a User, this means both a Registered User and an Unregistered User.
Consumer – a natural person performing legal acts on the Website that are not related to his or her business or professional activity, who may be invited by a Service Partner to post a verified review on the Website.
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.
Rankings – an IT solution within the Website designed to automatically publish lists of sellers, suppliers, products or services as a result of Content added by Users.
E-mail Address – an electronic mail address enabling the receipt, sending, saving, storage and deletion of messages within an e-mail service provided by an entity other than the Service Provider.
Form – the form through which the User posts Content, including ratings, on the Website.
Terms – these Terms together with all annexes to which they refer.
GDPR – Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation) (OJ L 119, 4.5.2016, p. 1).
§ 2. General provisions
These Terms, together with their annexes, set out the rules of operation of the TrustMate.io website available at https://trustmate.io, which is administered by the Service Provider. The Terms set out the basic rules of operation of the Website and the conditions for providing and using the services available through the Website.
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 provisions of the Terms are not intended to limit or exclude any rights of Users under the law. The Service Provider respects all rights of Users provided for by applicable law, in particular those provided for in the Polish Civil Code of 23 April 1964 and the Polish Consumer Rights Act of 30 May 2014.
The annexes listed in § 18, including the Privacy and Cookie Policy, form an integral part of the Terms.
Before starting to use the Website, each User must read these Terms. Starting to use the Services is equivalent to unconditional acceptance of the Terms. The User must comply with the Terms from the moment of taking any steps aimed at using the services provided through the Website. Registering an Account on the Website or posting Content using the Form may require a separate confirmation of acceptance of the Terms, e.g. by ticking the "I accept the terms" box or clicking an activation link.
The Service Provider may provide other services on the Website, including paid services, on the terms set out in separate terms and conditions.
The Service Provider reserves the right to use the Website for advertising and announcements addressed to Users and third parties, in particular to place on the Website advertisements and other promotional elements of its own services and of third-party services and goods.
The Website is the property of the Service Provider. All rights to the Website, including the author's economic rights and intellectual property rights to its name, internet domain, website, templates, forms and logos, belong to the Service Provider, and they may be used only in the manner set out in and in accordance with the Terms.
§ 3. Type and scope of Services provided through the Website
Through the Website, the Service Provider provides services consisting in:
making available, free of charge, the Website functionality that enables the User to publish Content about sellers of goods or providers of services and about the quality of purchased products or services using the Form provided;
enabling Users, free of charge, to browse and read Content posted on the Website;
enabling, free of charge, the creation of a User Account on the Website;
enabling, free of charge, the use of the TrustCare feature on the terms set out in Annex No. 3 (TrustCare Rules).
§ 4. Technical requirements and security
In order to use the Services provided by the Service Provider through the Website properly and fully, the User 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 User's 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 User's ICT system does not meet the requirements set out in para. 1. In particular, the User 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 User 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 User's 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: .
The Service Provider is not liable for technical problems related to the malfunctioning of the User's electronic equipment or for the lack of parameters enabling the User to receive data.
The Service Provider is not liable for the risks associated with the User'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 User or third parties for whom the Service Provider is not responsible.
§ 5. 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 Users have lost the ability to use the basic functions of the Website related to publishing User Content, 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 for Users and, where possible, schedules them at night.
The Service Provider will, as far as technically possible, inform Users of any interruption in the operation of the Website 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.
§ 6. Rules for using the Website
The Services provided by the Service Provider through the Website may be used by Users. Where the User is a natural person, he or she must be at least 18 years old and have full legal capacity in order to use the services available through the Website.
Use of the Website functionality by the User is free of charge, and the User is not entitled to any remuneration for Content posted on the Website.
When posting a review, the User may be asked by the Service Provider to provide an e-mail address, order number or other data enabling the identification of the seller of goods or provider of services and of the purchased product or service.
Content posted by Users is stored on the Website and may be indexed by internet search engines and presented on websites other than those of Service Partners.
When using the Website, Users must act in accordance with the law, the principles of social coexistence, these Terms, good practice and the generally accepted rules of conduct applicable to all Internet users that are intended to protect their interests and the interests of third parties (netiquette).
The User may not use the Services provided on the Website in a manner contrary to the law or good practice or infringing the legitimate interests of the Service Provider or third parties, and in particular the following are prohibited:
using automated IT solutions;
taking actions that may affect the stability and availability of the Website;
taking actions aimed at manipulating statements and ratings;
posting reviews of the User's own business;
posting Content unrelated to the subject of the Service;
using bots, robots, worms and other IT solutions that adversely affect the Website or its business efficiency;
posting content containing software, information or other materials containing viruses or other harmful or destructive elements.
It is prohibited to publish on the Website, in particular:
profanity and pornographic or indecent content;
messages constituting advertising, including covert advertising;
third-party texts constituting works within the meaning of the Polish Act on Copyright and Related Rights, unless such publication falls within the limits of quotation;
personal data of other Users or of employees of a Service Partner;
content that is untrue, unlawful or constitutes an act of unfair competition, in particular content infringing in any way rights held by third parties, including without limitation trademark, trade name and designation of origin rights and copyrights of third parties;
content infringing the personal rights of third parties or inciting racial hatred, xenophobia or intercultural conflict.
The Service Provider may remove, hide or move Content only in the cases and on the terms set out in the Terms, including Annex No. 4 (Review Publication and Moderation Rules). Such decisions always concern the Content as a whole: the Service Provider does not make editorial changes to Content, does not remove parts of it and does not change the star rating of a review; in the event of an obvious mistake in the rating, it may ask the User for clarification in accordance with § 6 of Annex No. 4. Content may be removed, hidden or moved in particular where:
the Content posted violates the rules for using the Website;
the Content posted duplicates existing Content relating to the same transaction (the same order number);
the Content posted concerns an entity, transaction, goods or service other than the one being reviewed;
the Content posted originates from a temporary e-mail address;
the statement or review was posted in a manner indicating automated posting or the use of solutions designed to avoid network traffic analysis (it was detected by automated filters);
the Content was copied in whole or in part from other Users or from the entity whose goods or services are being reviewed;
the review or statement contains personal data of third parties.
Content relating to products or services intended exclusively for adults, in particular Business Profiles, product pages and reviews of Service Partners offering such products or services, may be made available on the Website only after an "18+" warning has been displayed and the visitor has confirmed that he or she is at least 18 years old. The Service Provider labels such Content on its own initiative or on the basis of information provided by the Service Partner. A person under 18 should not confirm that he or she is an adult or view Content labelled "18+".
§ 7. Registration of a User Account
Registration and maintenance of a User Account on the Website are free of charge.
Registering an Account is not necessary to use the Services provided by the Service Provider, but having an Account enables the User to post Content (reviews) on the Website without the Service Provider having to confirm its credibility.
An Account is registered using a Facebook account, a Google account or the User's e-mail address.
The User may not share his or her Account with third parties or use the accounts of other Users.
In the Account registration process, the User:
provides the following up-to-date data: an e-mail address, which will be used as the Login, and a Password;
must read and accept the Terms.
In response, the Service Provider sends an e-mail with an Account activation link to the e-mail address provided by the User during Registration.
By registering an Account on the Website, the User declares, by ticking the appropriate box, that:
the data provided are complete and accurate and do not infringe any third-party rights, and that he or she has read the Terms and undertakes to comply with them;
he or she acknowledges the information provided by the Service Provider about the User's rights regarding the processing of his or her personal data, including the rights of access, rectification, portability, restriction and erasure of the User's personal data processed by the Service Provider in connection with the provision of the Service, and the right to object to their processing;
he or she acknowledges that a request to erase his or her personal data from the Website is equivalent to the Service Provider ceasing to provide the Service.
Clicking the activation link registers (activates) the User Account.
The agreement for the provision of the User Account Service is concluded when the User Account is activated on the Website.
A Registered User may change the Password at any time after logging in to his or her User Account.
A Registered User is responsible for the security and proper use of the Login and Password, which should be kept confidential. If there is any suspicion that the Login or Password of a Registered User has come into the possession of an unauthorised person, the Registered User must notify the Service Provider immediately.
The Service Provider is not liable for damage related to the disclosure of a Registered User's Login or Password to unauthorised persons or related to the use of a Registered User's Login and Password by third parties, even without the knowledge and against the will of that User.
The User Account Service is provided free of charge.
A Registered User may at any time and without giving reasons request deletion of his or her Account by sending a request to . In such a case, the Agreement is terminated.
If the User is found to have violated the law or the Terms, his or her Account may be deleted and the User deregistered from the Website. This does not deprive the Service Provider of the possibility of using other legal remedies against the User, nor does it exclude the User's liability for any infringement of third-party rights.
§ 8. Content posted by Users
Content published on the Website is written by the User independently and constitutes a subjective opinion about sellers of goods or providers of services and the quality of purchased products or services.
All User Content published on the Website should be written in a clear and comprehensible manner and in accordance with the Terms.
The User bears sole responsibility for the Content he or she writes, in particular for any infringement of third-party rights.
User Content posted on the Website is publicly available to Internet users.
The Service Provider reserves that it does not have the technical or organisational means to continuously and regularly monitor or verify all Content posted on the Website by Users. Anyone who becomes aware that Content posted on the Website is unlawful or inconsistent with the Terms may report it to the Service Provider using the "Report" button available next to the review or by e-mail to . The rules for submitting and handling notices, providing information about decisions and appealing against them are set out in Annex No. 4 (Review Publication and Moderation Rules).
§ 9. Use of Content posted on the Website
All opinions, reviews and statements posted by Users, as well as comments on them, including the nickname, may be used in whole or in part by the Service Provider on the Website, including on the Business Profile and partner websites, in any manner and for any lawful purpose, including promotional and marketing purposes.
The Service Provider may promote the functionality of the Website and the Services provided through it by publishing, in whole or in part, reviews and statements of Users and comments on them in any source of information (in particular: press, brochures and advertising posters, electronic publications, websites, statistics, reports and summaries) and through any medium (in particular: radio and television).
Whenever User Content (a statement, opinion or review) constitutes a work within the meaning of the Polish Act on Copyright and Related Rights, upon posting it on the Website the User 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 User Content (a statement, opinion or review) constitutes a work within the meaning of the Polish Act on Copyright and Related Rights, the User 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, as well as to incorporate into the work content originating from another User or to incorporate the work or a part of it into other works, without the User's authorial supervision. The rights referred to in the first sentence do not include changing the text or rating of a review presented on the Website as a User's review; the rules for moderating reviews are set out in Annex No. 4.
Deletion of a Registered User's Account or deletion of Content added by an Unregistered User does not affect the validity of the above licence, and the rights of the Service Provider set out in para. 1 and 2 remain in force after termination of the Agreement.
§ 10. Rights and obligations of the Service Provider
The Service Provider undertakes to provide the Services set out in these Terms continuously and permanently, with due diligence.
The Service Provider does not give any warranty for the Services set out in these Terms.
The Service Provider is not liable for technical problems preventing the provision of services caused by force majeure or events for which the Service Provider is not responsible, e.g. actions of third parties or of the User.
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 prevent the User from using the services.
In special cases affecting the security or stability of the ICT system, the Service Provider may temporarily suspend or limit the provision of services without prior notice and carry out maintenance aimed at restoring the security and stability of the ICT system.
The Service Provider reserves the right to suspend the provision of Services, including deleting a Registered User's Account, in particular where:
the User does not comply with the Terms or the provision of Services to the User becomes impossible through the User's fault;
a previously confirmed notice or notification has been received indicating that the User is acting to the detriment of Service Partners or other Users;
the User infringes the interests or good name of the Service Provider.
The Service Provider may block or hide Content (statements, ratings, graphics, materials, photos, videos) in any case where it violates the Terms or is contrary to applicable law, on the terms set out in Annex No. 4.
The Service Provider may apply anti-spam and anti-flood safeguards and prevent attempts to artificially and unfairly interfere with the image of third parties.
§ 11. Rights and obligations of Users
The User 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.
A Registered User must provide only true data. Providing false data constitutes a material breach of the Terms.
The User will not post on the Website Content that is unlawful, untrue, contrary to good practice or infringing third-party rights, or that contains words generally regarded as vulgar or offensive.
§ 12. Personal data
The controller of the personal data (within the meaning of Article 4(7) GDPR) of Users using the functionality of the Website is TrustMate S.A. with its registered office in Wrocław, ul. Bartoszowicka 3, 51-641 Wrocław, KRS 0000737597, NIP 8971854393.
The Service Provider has appointed a Data Protection Officer (DPO), who may be contacted on matters relating to the protection of personal data and the exercise of related rights. The DPO can be contacted by e-mail at (subject: "RODO") or by post at TrustMate S.A., ul. Bartoszowicka 3, 51-641 Wrocław, marked "RODO".
The Service Provider ensures that personal data entered into the Website by the User will be processed in accordance with the GDPR and the Polish Act of 18 July 2002 on the Provision of Electronic Services, in the manner and for the purposes set out in the Terms and the Privacy and Cookie Policy.
Users' personal data may be processed for the following purposes and on the following legal bases:
concluding and performing the Agreement for the provision of Services (legal basis: Article 6(1)(b) GDPR);
ongoing communication on matters related to the provision of services on the Website (legal basis: Article 6(1)(b) GDPR);
enabling registration and maintenance of a User Account (where the User creates one) and providing other functionalities through the Website (legal basis: Article 6(1)(b) GDPR);
handling complaints related to the Agreement (legal basis: Article 6(1)(b) GDPR);
receiving and handling notices and enquiries other than complaints addressed to the Service Provider (e.g. through the contact details provided on the Website), which constitutes the legitimate interest of the Service Provider (legal basis: Article 6(1)(f) GDPR);
receiving statements of withdrawal from the Agreement by Users who are Consumers, in accordance with these Terms and Chapter 4 of the Polish Consumer Rights Act of 30 May 2014, which constitutes the legitimate interest of the Service Provider (legal basis: Article 6(1)(f) GDPR);
handling and pursuing claims, defending against claims and using out-of-court complaint and redress procedures, which constitutes the legitimate interest of the Service Provider (legal basis: Article 6(1)(f) GDPR);
monitoring how Users use the services provided on the Website in terms of compliance with the Terms, as well as developing the functionality of the Website and improving the services provided through it, which constitutes the legitimate interest of the Service Provider (legal basis: Article 6(1)(f) GDPR);
direct marketing, which constitutes the legitimate interest of the Service Provider (legal basis: Article 6(1)(f) GDPR);
statistical analysis, which constitutes the legitimate interest of the Service Provider (legal basis: Article 6(1)(f) GDPR);
storing data for the purpose of demonstrating compliance with the Service Provider's legal obligations, which constitutes its legitimate interest (legal basis: Article 6(1)(f) GDPR).
If the User uses the Website in breach of the law, contrary to the Terms or to the detriment of the Service Provider, the Service Provider reserves the right to process the User's personal data to the extent necessary to establish the User's liability and hold the User liable, on the basis of Article 6(1)(f) GDPR, i.e. in pursuit of the Service Provider's legitimate interest. In such a case, the Service Provider reserves the right to block the User's access to the Website.
Users' personal data may be disclosed to the following categories of recipients:
partners and subcontractors of the Service Provider providing technical support in operating, maintaining and developing the Website, such as hosting providers, software providers, providers of technical support for the Website, providers of software for sending electronic correspondence and marketing agencies, with whom the Service Provider has concluded the data processing agreements required by law;
entities supporting the Service Provider in complying with applicable law and exercising the rights and obligations under these Terms in connection with the provision of services through the Website, such as law firms, with whom the Service Provider has concluded the data processing agreements required by law;
Service Partners – to the extent necessary to conduct a Conversation within TrustCare and to verify a purchase in connection with a notice concerning a review, on the terms set out in Annexes No. 3 and 4.
Personal data obtained will be stored by the Service Provider for the period of providing services to the User on the Website under the Agreement and, in addition:
until the limitation period for potential claims arising from the Agreement expires;
for the time necessary to perform obligations arising from the law;
for the period necessary for the Service Provider to demonstrate to public authorities, including the data protection supervisory authority, that it has properly fulfilled its legal obligations;
for archiving purposes, as regards the history of correspondence and answers to enquiries (not directly related to agreements concluded), for no longer than 3 years from obtaining the data;
for direct marketing purposes – for the term of the Agreement or until an objection to processing for this purpose is raised;
until consent to processing is withdrawn or the data become outdated (as established by the Service Provider) – where processing is based on consent given by a specific person.
The Service Provider ensures that each User may exercise all rights under the GDPR, i.e. the right of access to his or her personal data, the right to rectification, erasure or restriction of processing, the right to data portability and the right to object to processing, on the terms and in the cases provided for in the GDPR.
Where personal data are processed by the Service Provider for the purposes of its legitimate interests (referred to above), each User has the right to object to processing on grounds relating to his or her particular situation.
Data processed for the purpose of the Service Provider's legitimate interest in direct marketing will be processed only until an objection to such processing is raised. The User may object to the processing of his or her personal data for direct marketing at any time.
Where the Service Provider processes personal data on the basis of the User's consent, the User may withdraw consent at any time without affecting the lawfulness of processing carried out before its withdrawal.
Providing personal data:
by Users who wish to create an Account on the Website – in order to register and create a User Account, the User must provide data including an e-mail address and first name. Failure to provide these data will prevent the creation of an Account and thus the conclusion of the Agreement, but the User will still be able to use the functionalities of the Website available without registering an Account;
by Users who submit a statement of withdrawal from the Agreement – in order to submit a statement of withdrawal from a distance contract, it is necessary to provide the first name, surname, e-mail address and address. Failure to provide this information will prevent the effective submission of the statement of withdrawal;
by Users who submit complaints in connection with the Agreement on the terms set out in these Terms – in order to submit a complaint and enable the Service Provider to handle it, it is necessary to provide the e-mail address given by the User when registering the User Account;
in all other cases – is voluntary.
The Service Provider does not carry out automated processing of Users' data that would result in decisions producing legal effects concerning them or similarly significantly affecting them. Any automated processing of data, including profiling, will serve solely to analyse the individual preferences of Users of the Website.
Every person whose personal data are processed by the Service Provider has the right to lodge a complaint concerning the processing of his or her personal data with the supervisory authority, the President of the Personal Data Protection Office (Prezes Urzędu Ochrony Danych Osobowych), ul. Stawki 2, 00-193 Warsaw.
§ 13. Complaints
The User may submit a complaint if the Service Provider fails to provide the Services or provides them improperly. Complaints may not concern, in particular: malfunctions of the web browser used, interruptions in Internet access, the User'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 10 business days of receipt or, if the complaint is incomplete or lacks the information necessary to handle it, will request additional information and handle the complaint within 10 business days of receiving such information.
The Service Provider reserves the right to extend the time limit referred to in para. 5 by a further 7 days if handling the complaint requires additional actions and findings or encounters obstacles beyond the Service Provider's control.
The Service Provider reserves that handling a complaint may require technical intervention in the User Account.
Information on how the complaint has been handled will be sent to the User's e-mail address.
A User who is a Consumer has, by way of example, the following out-of-court options for handling complaints and pursuing claims:
the User may apply to a permanent consumer arbitration court referred to in Article 37 of the Polish Trade Inspection Act of 15 December 2000 to resolve a dispute arising from the Agreement;
the User may apply to the provincial inspector of the Trade Inspection, in accordance with Article 36 of the Polish Trade Inspection Act of 15 December 2000, to initiate mediation proceedings for the amicable settlement of a dispute between the User and the Service Provider;
the User may obtain free assistance in resolving a dispute with the Service Provider, including from a district (municipal) consumer ombudsman or a social organisation whose statutory tasks include consumer protection (e.g. Federacja Konsumentów, Stowarzyszenie Konsumentów Polskich).
§ 14. Withdrawal from the Agreement
A User who is a Consumer may withdraw from the Agreement for the provision of services by the Service Provider within 14 days of its conclusion without giving any reason. In case of doubt, the Agreement is deemed concluded on the day on which the User added a review or registered an Account and these were activated.
The User withdraws from the Agreement by submitting a statement of withdrawal to the Service Provider:
using the form, a template of which constitutes Annex No. 1 to these Terms. To meet the 14-day deadline, it is sufficient to send the statement before it expires. The Service Provider will promptly confirm to the User the receipt of a form submitted via the Internet;
in writing, in the form of a statement expressing the intention to withdraw from the Agreement. To meet the 14-day deadline, it is sufficient to send the statement before it expires to: TrustMate S.A., ul. Bartoszowicka 3, 51-641 Wrocław;
electronically, in the form of a statement expressing the intention to withdraw from the Agreement. To meet the 14-day deadline, it is sufficient to send the statement by e-mail to before it expires.
In the event of effective withdrawal, the Agreement is deemed not to have been concluded.
A User who is a Consumer does not have the right to withdraw from a distance contract if he or she consented to the commencement of the service before the expiry of the 14-day withdrawal period and was informed by the Service Provider of the loss of the right of withdrawal.
The consent to the commencement of the service before the expiry of the 14-day withdrawal period referred to in para. 4 is given, in the case of a Registered User, by clicking the activation link in the Account registration procedure and, in the case of an Unregistered User, by posting Content on the Website.
§ 15. Termination of the Agreement
Both the User and the Service Provider may terminate the Agreement at any time without giving reasons, subject to the rights acquired by the other party before termination and the provisions below.
The User may submit a statement of termination in writing by sending it to TrustMate S.A., ul. Bartoszowicka 3, 51-641 Wrocław, or electronically by e-mail to . In the case of a Registered User, effective submission of the statement referred to in the first sentence results in the deletion of the Account.
The rules and procedure for terminating the agreement with a Service Partner are set out in separate terms and conditions.
The Service Provider may terminate the Agreement and block access to or delete the User Account of a User who uses the Website in a manner contrary to the law or these Terms. Termination by the Service Provider in such a case has immediate effect with respect to all Services provided through the Website and may involve the deletion of all of the User's data, including Content posted on the Website.
§ 16. Amendments to the Terms
The Service Provider may unilaterally amend the Terms at any time to the extent permitted by applicable law. Amendments to the Terms may not infringe rights acquired by Users.
The Service Provider will notify Users 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 User must read the amended Terms. Using the Website after the amended Terms have been posted is equivalent to the User's acceptance of the new Terms.
A Registered User who 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. A User without an Account who does not accept the new or amended Terms should promptly inform the Service Provider and refrain from using the Website.
Non-acceptance of the new or amended Terms by the User is equivalent to the User's resignation from the Services provided through the Website and constitutes grounds for terminating the Agreement with immediate effect.
§ 17. Final provisions
Matters not governed by these Terms are subject to generally applicable Polish law.
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 competent common court.
Annex No. 4 – Review Publication and Moderation Rules.
Last updated: 19.10.2026. These Terms in this wording apply from 19.10.2026.
Annex No. 1 – Model withdrawal form
to the Terms of Service for Users of the TrustMate.io Website
(complete and return this form only if you wish to withdraw from the Agreement)
To: TrustMate S.A., ul. Bartoszowicka 3, 51-641 Wrocław, Poland, e-mail:
I/We(*) hereby give notice that I/we(*) withdraw from my/our(*) contract for the provision of the following service: ……………………………………………
Date of conclusion of the contract: ……………………………………………
Name of consumer(s): ……………………………………………
Address of consumer(s): ……………………………………………
E-mail address provided on the Website: ……………………………………………
Signature of consumer(s) (only if this form is submitted on paper): ……………………………………………
Date: ……………………………………………
(*) Delete as appropriate.
Annex No. 2 – Privacy and Cookie Policy
to the Terms of Service for Users 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. 3 – TrustCare Rules
to the Terms of Service for Users of the TrustMate.io Website
§ 1. General provisions and definitions
This Annex sets out the rules for the User's use of the TrustCare feature on the Website. This Annex forms an integral part of the Terms.
TrustCare replaces the former mediation feature. Whenever the Terms or other documents of the Service Provider refer to mediation between a User and a Service Partner, this shall be understood as TrustCare.
The use of TrustCare is free of charge and voluntary.
Capitalised terms not defined in this Annex have the meaning given to them in the Terms. In addition, for the purposes of this Annex:
Review – a rating expressed on a star scale, together with any description and other Content, posted by the User using the Form. A Review may concern a Service Partner ("Company Review") or a product offered by a Service Partner ("Product Review").
Negative Rating – a rating of 1–3 stars, indicating the User's dissatisfaction.
TrustCare – a feature of the Website that allows the User and the Service Partner to exchange messages in order to clarify or resolve a problem reported by the User, including the problem to which a Review relates.
Conversation – an exchange of messages within TrustCare concerning a single matter, from its start to its end. Messages sent in a Conversation ("TrustCare messages") are not Reviews and are not published.
Conversation Page – a web page made available to the User by the Service Provider, on which the User conducts the Conversation.
TrustCare Label – information displayed next to a Review indicating the status of the Conversation concerning that Review.
Day – a calendar day.
§ 2. Starting TrustCare
A Conversation may be started:
by the User, before posting a Review, in accordance with para. 2–6;
by the Service Partner, after the User has posted a Review with a Negative Rating, in accordance with para. 7–9.
If the Service Partner has enabled this option, a User who has selected a Negative Rating in the Form may start a Conversation with the Service Partner before posting the Review. This option may be available separately for Company Reviews and Product Reviews.
Starting a Conversation by the User does not result in the publication of the Review.
The content of TrustCare messages, including the message with which the User starts the Conversation, is not a Review. It is delivered only to the Service Partner and is not published on the Website or in the Service Partner's widgets.
Starting a Conversation does not deprive the User of the right to post a Review. The User may post a Review at any time: instead of starting a Conversation, during it or after it has ended.
The Service Provider informs the Service Partner by e-mail that the User has started a Conversation.
The Service Partner may start a Conversation concerning a published Review with a Negative Rating, including automatically, on the terms set by the Service Partner in the Panel.
The Service Provider informs the User by e-mail that the Service Partner has started a Conversation; the e-mail contains a request for the User's position on the Review and a link to the Conversation Page.
A Conversation started by the Service Partner is subject to the same rules as a Conversation started by the User, taking into account § 5 concerning the TrustCare Label.
§ 3. Course of the Conversation and time limits
The Conversation takes place on the Conversation Page. The Service Provider notifies the User of new messages from the Service Partner by e-mail.
Each party has 7 Days to reply to the last message of the other party.
If a party does not reply within 4 Days, the Service Provider sends it a reminder. Reminders are sent to both the User and the Service Partner.
A Conversation in which both parties reply within the time limit has no time limit and lasts until it ends in accordance with § 5.
If the User does not reply within the time limit referred to in para. 2, the Conversation ends in accordance with § 5(1)(3).
If the Service Partner does not reply within the time limit referred to in para. 2, the Conversation ends and the User is informed that he or she may post a Review.
In the Conversation, the User and the Service Partner may send attachments in the formats and up to the size specified on the Conversation Page.
The Service Partner may resend the link to the Conversation Page to the User.
§ 4. Rights of the User
The User is not obliged to take up or continue a Conversation. If the User does not reply, the Review is maintained in its current wording and is not hidden or removed.
Only the User decides on the content and rating of his or her Review. At any time, including during a Conversation, the User may:
update the rating or content of the Review;
withdraw the Review;
post a Review, if the Conversation was started before it was posted.
The Service Partner may not change, hide or remove the User's Review within TrustCare. Starting, conducting and ending a Conversation, including its closure by the Service Partner, does not affect the publication of the Review.
Within a Conversation, the Service Partner may offer the User a solution to the problem, including a refund, replacement, discount, voucher or other compensation. However, the offer may not be made conditional on changing the rating, changing the content or withdrawing the Review, nor be offered in exchange for such action. Any decision to update the Review rests solely with the User. A User who receives an offer conditional on changing the Review may report it to the Service Provider in accordance with para. 6.
After the Conversation has ended, the Service Provider may invite the User once to post a Review or to update it. Accepting the invitation is voluntary.
The User may report to the Service Provider any irregularities related to the Conversation, in particular conduct of the Service Partner in breach of para. 4 or a TrustCare Label that does not reflect the facts, by e-mail to .
§ 5. End of TrustCare and TrustCare Labels
The Conversation ends when:
the Service Partner closes it;
the User changes the rating of the Review to which the Conversation relates or withdraws that Review;
the User does not reply within the time limit referred to in § 3(2);
the case referred to in § 3(6) occurs.
If the Conversation concerns a published Review, a TrustCare Label with the following text is displayed next to the Review:
"The company is talking to the customer" – during the Conversation;
"No response from the customer" – if the User has not taken up a Conversation started by the Service Partner.
The TrustCare Label is displayed on the Website, including on the Service Partner's Business Profile, and in the widgets through which the Service Partner presents Reviews on its website. After clicking the TrustCare Label, the visitor sees a short explanation of what TrustCare is.
The TrustCare Label only provides information about the status of the Conversation. It does not constitute the Service Provider's assessment of the merits of the Review or of the parties' positions and does not change the content or rating of the Review.
After the Conversation has ended, except in the case referred to in para. 2 item 2, the TrustCare Label is no longer displayed.
§ 6. Communication, personal data and content in the Conversation
Messages and attachments sent by the User in the Conversation are made available to the Service Partner to which the Conversation relates and to the Service Provider to the extent necessary to provide the service, handle reports and ensure the security of the Website. The content of the Conversation is not published.
The rules concerning Content set out in the Terms apply to messages sent in the Conversation. In particular, it is prohibited to send vulgar, offensive or hateful content or content that violates the law, or to disclose third-party data without justification.
The Service Provider may hide a message violating para. 2 and, in the event of serious or repeated violations, end the Conversation. The Service Provider informs the User thereof, stating the reasons.
The Service Provider sends the User e-mails related to the Conversation to the address provided by the User in the Form or received from the Service Partner in connection with the invitation to post a Review. These messages are necessary to conduct the Conversation and are not marketing messages.
Detailed rules for the processing of personal data in connection with TrustCare, including the roles of the Service Provider and the Service Partner and the retention period of Conversation content, are set out in the Privacy and Cookie Policy (Annex No. 2).
Annex No. 4 – Review Publication and Moderation Rules
to the Terms of Service for Users of the TrustMate.io Website
§ 1. General provisions and definitions
This Annex sets out the rules for publishing, moderating and reporting Reviews posted by Users on the Website and the related rights of the User. This Annex forms an integral part of the Terms and supplements their provisions on Content, in particular § 6(8), § 8 and § 10(7) of the Terms.
By posting a Review, the User accepts the Terms together with this Annex.
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 by the User using the Form.
Company Review – a Review concerning a Service Partner as a seller or service provider, presented on the Business Profile.
Product Review – a Review concerning a product offered by a Service Partner, presented on the page of that product on the Website or on the Service Partner's website.
Moderation – activities of the Service Provider, automated or carried out by its staff, consisting in verifying Reviews for compliance with the law and the Terms and in taking the decisions and actions referred to in § 4–6.
Notice – a notification concerning a Review which, in the opinion of the notifier, violates the law or the Terms, submitted in accordance with § 7.
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. Moderation principles
The Service Provider carries out Moderation diligently, objectively and proportionately, with due regard for Users' freedom of expression and the rights of Service Partners and third parties.
The Service Provider applies the same Moderation rules and tools to positive and negative Reviews. In particular:
a Review may not be removed, hidden or excluded from statistics because it contains a low rating or criticism;
a Review containing only a rating, without a description, is equally valid regardless of whether the rating is high or low;
comparisons with other sellers or products are permitted on the same terms in positive and negative Reviews;
incomprehensible content or random strings of characters are removed regardless of the rating.
The Service Provider makes Reviews available as a hosting service provider. The Service Provider does not resolve factual disputes between the User and the Service Partner; in particular, it does not assess whether the User used the product correctly, read the instructions or gave an accurate account of the purchase.
The Service Partner may not itself remove, hide, change or approve the User's Review before publication. The Service Partner may only report the Review for verification by the Service Provider in accordance with § 7.
§ 3. What the User agrees to by posting a Review
A Review expresses the User's subjective opinion about his or her own experience with the Service Partner or the product and should be truthful. The User is responsible for the content of the Review.
By posting a Review, the User acknowledges and accepts that:
the Review is publicly available on the Website and may be presented in widgets on the Service Partner's website, indexed by internet search engines and presented on third-party websites, on the terms set out in the Terms;
the Review is subject to Moderation, including automated Moderation, before and after publication;
the Service Provider may ask the User to confirm the purchase or use of the service, in particular by providing the order number;
the Review may be moved between the product page and the Business Profile on the terms set out in § 4;
the Review may be removed or hidden only in the cases set out in § 5 and, in the event of an obvious mistake in the rating, the Service Provider may ask the User for clarification in accordance with § 6;
a TrustCare Label may be displayed next to the Review in accordance with Annex No. 3 (TrustCare Rules);
the Service Partner concerned by the Review may reply to it publicly, start TrustCare or report the Review for verification by the Service Provider.
Posting Reviews is free of charge. The User may not receive from the Service Partner or third parties any remuneration or other benefits dependent on the content or rating of the Review.
§ 4. Moving a Review between the product page and the Business Profile
The Service Provider may move a Product Review to the Service Partner's Business Profile and from then on present it as a Company Review only if the Review relates entirely to the Service Partner's handling of the purchase and contains no assessment of the features, quality or condition of the product. This applies in particular to Reviews that relate solely to:
the delivery process or delivery time;
contact with customer service;
payment;
the outer shipping packaging or extras from the seller unrelated to the offer of the given product.
A Product Review remains on the product page if it contains even a partial assessment of the product, in particular:
a description of the condition of the product received, e.g. damage, dirt or signs of use;
information about missing parts, accessories or instructions;
an assessment of the appearance, first impression or workmanship, including where the product has not yet been used;
information about the absence of a free gift that was part of the offer of the given product;
a description of a defect or damage that occurred during use, regardless of whether the product was used in accordance with the instructions.
Moving a Review does not change its content or rating and does not hide it. From the moment it is moved, the Review is included in the Company Review statistics instead of the product statistics.
The Service Provider informs the User about the moving of the Review, stating the reasons. The User may appeal against this decision in accordance with § 8.
§ 5. When a Review may be removed or hidden
The Service Provider removes or hides a Review only where:
it contains personal data of third parties, in particular names, telephone numbers or e-mail addresses of the Service Partner's employees;
it contains content that is vulgar, abusive, inciting hatred or violence, pornographic, inciting the commission of a crime or otherwise unlawful;
it contains links to websites, discount codes or advertising of products or services, including covert advertising;
it 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;
it concerns another Service Partner, another transaction, another product or another service, or duplicates another Review by the same User concerning the same transaction;
the Service Partner has presented credible documents indicating that the User did not make a purchase or use the service, and the User, when asked by the Service Provider to confirm the purchase, has not confirmed it within 14 days;
it was posted in breach of the Terms, in particular it is a Review of the User's own business, was generated automatically, copied from another author or posted in order to manipulate ratings;
it was posted using a temporary (disposable) e-mail address;
it is incomprehensible content or a random string of characters;
the Service Provider receives a final court judgment or a binding order of a competent authority requiring the removal or blocking of the Review, or the unlawfulness of the Review is demonstrated in a Notice in accordance with § 7(6).
The Service Provider does not remove, hide or change a Review solely because:
the Review contains a low rating or criticism;
the Service Partner disagrees with the User's account of events;
the Service Partner claims that the User used the product improperly;
the Service Partner or its attorney makes a general allegation that the Review is untrue or infringes personal rights, and the allegation does not meet the conditions set out in § 7(6);
the User has not replied within TrustCare.
The Service Provider does not edit the content of Reviews, including by removing, anonymising or changing parts of them. The decisions referred to in para. 1 and in § 4 always concern the Review as a whole. The Service Provider also does not change the star rating of a Review; in the event of an obvious mistake in the rating, it proceeds in accordance with § 6.
§ 6. Obvious mistakes in the rating
If the rating of a Review is in blatant and obvious contradiction with its content, in particular where a 1-star rating is combined solely with content or symbols clearly expressing approval (e.g. " 👍👍👍 ") or a 5-star rating is combined solely with content or symbols clearly expressing disapproval (e.g. " 👎👎👎 "), the Service Provider may ask the User to clarify and confirm the intended rating.
The User may change the rating himself or herself in accordance with § 9 or confirm that the rating reflects his or her intention.
If the User does not reply or confirms the rating, the Review remains in its current wording.
The Service Provider does not change the star rating of a Review itself, including in the case referred to in para. 1.
§ 7. Notices concerning Reviews
Anyone, including a User, a Service Partner and a third party, may notify the Service Provider of a Review which, in his or her opinion, violates the law or the Terms.
A Notice may be submitted using the "Report" button available next to the Review or by e-mail to .
A Notice should contain:
an explanation of why, in the notifier's opinion, the Review violates the law or the Terms;
identification of the Review, in particular the URL at which it is available;
the name and e-mail address of the notifier, except where the law allows anonymous notices;
a statement that the notifier is acting in good faith and that the information in the Notice is accurate and complete.
The Service Provider confirms receipt of the Notice, handles it diligently, objectively and without undue delay, as a rule within 14 days, and informs the notifier of its decision.
While the Notice is being handled, the Review remains published, unless its unlawfulness is obvious.
If a Notice concerns an allegation that a Review is untrue or infringes personal rights, the Service Provider removes or hides the Review where, on the basis of the Notice and the documents attached to it, the unlawfulness of the Review is apparent without a detailed legal or factual examination. If establishing unlawfulness would require resolving a factual dispute between the User and the Service Partner, the Service Provider does not resolve that dispute, and the basis for removing the Review is a final court judgment or a binding order of a competent authority.
The Service Provider may ask the User for explanations or confirmation of the purchase in connection with the Notice.
§ 8. Information about decisions and appeals
The Service Provider informs the User of every decision to remove, hide or move a Review, as well as of any decision referred to in the third sentence of para. 2, no later than at the time it is implemented. The information includes:
a description of the decision and its scope;
the facts and circumstances relied on and the provision of the Terms or of law on which the decision is based;
information on whether the decision was taken following a Notice and whether automated means were used in taking it;
information on the possibility of appeal and the other remedies referred to in para. 2–5.
A decision to remove, hide or move a Review may be appealed by the User whose Review is concerned. A decision refusing a Notice or concerning the way it was handled may be appealed by the person who submitted the Notice. An appeal may also be lodged against a suspension decision referred to in para. 6 and against a decision to suspend the provision of Services or delete a User Account due to the posting of content that is unlawful or contrary to the Terms (§ 7(15) and § 10(6) of the Terms). An appeal is lodged within 6 months of receipt of the information about the decision, by e-mail to marked "odwołanie" (appeal).
Appeals are handled under the supervision of appropriately qualified staff and not solely by automated means. The Service Provider handles the appeal without undue delay, as a rule within 14 days, and informs the appellant of the outcome, stating the reasons.
If the appeal is justified, the Service Provider promptly reverses the decision, in particular by restoring the Review or access to the Services to the state before the decision.
The appellant may also use a certified out-of-court dispute settlement body referred to in Article 21 DSA or pursue his or her rights before a common court. The provisions of § 13 of the Terms on out-of-court complaint procedures apply accordingly.
After a prior warning, the Service Provider may temporarily suspend the handling of Notices submitted by a person who frequently submits manifestly unfounded Notices, or suspend the possibility of posting Reviews by a User who frequently posts manifestly illegal content.
§ 9. Editing and withdrawal of Reviews by the User
The User may at any time update the rating or content of his or her Review or withdraw it using the link sent in the e-mail confirming the publication of the Review, in the User Account or by contacting the Service Provider.
After TrustCare has ended or after the User's matter has been resolved by the Service Partner, the Service Provider may send the User a notification with the option to update the Review. Updating is voluntary, and if the User does not respond, the Review remains unchanged.
The updated Review replaces the previous version.
A withdrawn Review is no longer presented on the Website or in the Service Partner's widgets and is not included in statistics. The Service Provider may store data concerning a withdrawn Review to the extent and for the period set out in the Privacy and Cookie Policy (Annex No. 2).
