Disputes

Problem with a reservation or deposit — what should I do?

If a problem affects an Ani-Malls reservation or the payment or handling of a deposit through the Platform, contact Ani-Malls and tell us what happened. Please identify the relevant reservation or listing in your message and provide any other information that may help us understand the issue.

Report the relevant message conversation

If you have communicated through the Ani-Malls messaging system, use the Report option in the relevant message thread and select Part of a dispute as the reason. This flags the conversation and makes it available to the Ani-Malls team so that we can review the platform-side information connected to your issue.

Report the relevant listing

If there is no relevant conversation in the messaging system, you can instead use the Report option on the listing concerned and select Part of a dispute as the reason. This helps Ani-Malls identify the relevant listing more quickly and connect it to the issue you have reported.

What does Ani-Malls do next?

Once we have received the relevant information, Ani-Malls reviews the reservation together with the platform information that has been made available to us. We use this information to understand what happened and to determine whether any action is required on Ani-Malls’ side. Where necessary, we may ask you for additional information before completing our review and will contact you using the contact details associated with your account or complaint.

Where a buyer or seller does not meet their obligations, Ani-Malls may take action under its Terms & Conditions. Any measure is determined based on the circumstances, including the nature and seriousness of the issue and whether similar problems have occurred with the account before. For example, a buyer who repeatedly fails to pay the required deposit after an accepted Offer or winning Auction may face restrictions on their use of Ani-Malls. A seller who repeatedly fails to fulfil their obligations after a reservation has been created may likewise face restrictions, suspension or, in serious cases, removal from the Platform.

Once our review is complete, we will inform you of the outcome. If Ani-Malls takes a platform measure, we will explain the decision where required and provide information about the available options to challenge it.

What remains between buyer and seller?

The purchase agreement for the animal is concluded directly between the buyer and seller. Ani-Malls is not a party to that agreement.

Issues concerning the remaining payment, pickup, shipping, delivery, condition of the animal or other performance of the purchase agreement therefore remain matters between buyer and seller. Ani-Malls does not decide who is legally right in those disputes or enforce one party’s obligations on behalf of the other.

What if I disagree with a decision by Ani-Malls?

1. Submit a complaint to Ani-Malls

If you disagree with our decision, the first step is to submit a complaint through our Contact page. Tell us which decision you disagree with, why you believe it should be reconsidered and provide all relevant supporting information.

Note: The same complaints procedure can also be used for technical problems, alleged breaches of applicable Platform-to-Business rules and other Ani-Malls measures or conduct that have significant consequences for you.

A complaint about an Ani-Malls decision to take, or not to take, measures in relation to content or a user can be submitted within 6 months after we inform you of that decision. Complaints about a defect in our services should be submitted in good time after discovery. Ani-Malls reviews complete complaints carefully and aims to respond within 14 days.

2. Out-of-court dispute settlement

If you want to contest an Ani-Malls decision concerning content moderation, you may also refer the matter to an out-of-court dispute settlement body certified under the Digital Services Act. The European Commission maintains the current list of certified bodies and their areas of expertise.

These bodies are independent from Ani-Malls and their decisions are not binding on you or Ani-Malls. The procedure may involve costs. Any fees charged to you are determined by the relevant dispute settlement body, not by Ani-Malls.

3. Your legal rights remain available

Using the Ani-Malls complaints procedure or an applicable DSA out-of-court dispute settlement procedure does not affect any rights or remedies available to you under applicable law, including the possibility of bringing a matter before a competent court. Further information can be found in our Terms & Conditions.

Continue Exploring Ani-Malls

Looking for more information? Explore our guides for more detailed information about buying, selling, reservations, fees and platform rules.