Complaints rules for buyers

Translation; in the event of any discrepancy, the German version prevails.

Enquiries bought cannot be returned. In the following cases, however, the buyer receives a full refund of the price paid, once Offrano has reviewed and approved the complaint. These rules form part of the terms and conditions for buyers and are exhaustive.

1. Grounds for a full refund

1. Invalid or third-party phone number: the number is not in use, or clearly belongs to another person or a line other than the customer's.
2. Duplicate: in the 30 days before the purchase, Offrano had already sold the buyer an enquiry from the same person about the same work.
3. Location outside the area booked: the place where the work is to be done lies outside the area stated in the enquiry and shown in the shop.
4. Wrong trade: the enquiry clearly concerns work other than the trade under which it was offered.
5. Test or fake: the enquiry does not come from a person with a genuine need — for example a test, a joke or an enquiry using someone else's details.
6. Customer unreachable: the buyer has not reached the customer despite the contact attempts under section 4, and Offrano cannot reach the customer either, or the customer confirms that they are no longer interested (section 5(2)).

2. Deadline

The complaint must be received in the account within 7 days of the purchase. Later complaints are not considered.

3. Required before any complaint: documented call attempt

The buyer must have demonstrably tried to call the customer within 48 hours of the purchase, evidenced by an extract or screenshot of the call log showing date, time and number called.

Without this evidence, the complaint will not be processed.

4. Additional evidence for "customer unreachable"

A complaint that the customer is unreachable requires the buyer to evidence, within the 7-day period:

• at least 3 call attempts on at least 2 different days to the number in the enquiry (call log showing date, time and number; the call under section 3 counts) and
• at least one email to the address in the enquiry (copy showing date and time).

These attempts are within the limit of no more than five contact attempts in 14 days (buyer data protection agreement, clause 5). If any of this evidence is missing, the complaint will not be processed.

5. Review and refund

(1) Offrano reviews every complaint. There are no automatic refunds; the only exception is the buyer protection under section 7. Offrano reviews on the basis of the evidence, the stored checks (text-message code, email confirmation) and, where necessary, by asking the customer.

(2) For "customer unreachable", Offrano contacts the customer itself and decides after this review. If Offrano reaches the customer and they are still interested, the complaint is rejected; the buyer may then contact them again.

(3) The buyer receives the outcome with reasons in text form.

(4) A refund is made only after approval by Offrano, through Stripe to the payment method used for the purchase. When the amount appears there depends on the card issuer.

(5) Once the refund is made, the buyer's right to use the enquiry data ends. It deletes the data within 48 hours.

6. No refund

Excluded in particular:

• Withdrawal of consent by the customer more than 24 hours after the contact details were released (for withdrawal within 24 hours, see section 7).
• "Could not reach the customer" without the evidence under section 4.
• "No job" — the customer chose another business, postponed or abandoned the project.
• "Too expensive" — the customer found the quote too high or has other price expectations.
• Cases in which the customer has instructed the buyer.
• Circumstances that were apparent in the shop before the purchase (such as the age of the enquiry, postcode and town, released details).

7. Buyer protection for withdrawal within 24 hours

(1) If the customer withdraws consent via Offrano's withdrawal link within 24 hours of the contact details being released to the buyer, Offrano automatically refunds the full price to the payment method used for the purchase. No complaint, call evidence or deadline under sections 2 to 4 is required.

(2) The decisive times are the release time stored by Offrano and the time the withdrawal is received via the link. A withdrawal made any other way, for example directly to the buyer, does not trigger the buyer protection; the buyer may submit it as a complaint within the 7-day period, and Offrano decides after review.

(3) A later withdrawal gives rise to no refund unless a ground under section 1 applies. In every case the buyer stops all contact and deletes the data within 48 hours (buyer data protection agreement, clause 6).

8. Misuse

Complaints with false or altered evidence, or repeated unfounded complaints, are grounds for suspension under the terms and conditions for buyers.

If three complaints are rejected as unfounded after review within 90 days, Offrano may suspend the account for new purchases; the buyer receives a warning after the second rejected complaint. Enquiries already bought, receipts and complaint rights for earlier purchases are retained, and the suspension may be lifted on request.