Resolution Center Policy

1. Purpose

• The Resolution Center provides out-of-court support in disputes between buyers and sellers on MilesMarket.
• MilesMarket provides a technical platform and an internal review process for this purpose. By handling a dispute, MilesMarket does not become a party to the sales contract between buyer and seller.

2. Principles

The Resolution Center pursues in particular the following goals:

• fair treatment of all parties,
• objective review of submitted information,
• prevention of misuse,
• protection of honest buyers and sellers,
• prompt handling of disputes.

3. Opening a dispute

A dispute may in particular be opened where:

• the agreed service has not been rendered,
• material deviations from the listing description are alleged,
• there is a substantiated suspicion of fraud,
• technical issues prevented completion of the transaction,
• material breaches of contract are asserted.

4. Deadlines

• Disputes should be reported within the deadlines stated by MilesMarket or on the platform.
• Late complaints may be rejected if this significantly impairs a proper review.
• Statutory rights of the parties remain unaffected.

5. Evidence to be submitted

MilesMarket may request, among others, the following evidence:

• screenshots,
• communication histories,
• payment records,
• booking confirmations,
• transaction numbers,
• evidence from the loyalty program,
• identity documents, where required,
• other documents relevant to the review.
• Requests are only made to the extent necessary for handling and permissible under data protection law.

6. Duty to cooperate

All parties are obliged to:

• provide truthful information,
• fully provide requested information,
• cooperate appropriately with MilesMarket.
• Incomplete or manifestly false information may be taken into account in the assessment.

7. Review

MilesMarket reviews submitted information to the best of its knowledge and belief. In particular, the following may be considered:

• listing content,
• communication history,
• technical data,
• payment information,
• prior user behavior,
• earlier disputes,
• submitted evidence,

8. Decision

Following the review, MilesMarket may in particular:

• close the dispute,
• request additional information,
• recommend an amicable solution,
• take measures under the platform policies.
• Handling by the Resolution Center does not replace court or administrative proceedings.

9. Misuse

Misuse of the Resolution Center is prohibited. This includes in particular:

• deliberately false claims,
• forged documents,
• manipulated screenshots,
• intentional deception,
• extortion attempts,
• repeated abusive complaints.
• Violations may lead to measures under the platform policies.

10. Communication

• During an ongoing dispute, all parties must behave factually and respectfully.
• Insults, threats, discrimination or intimidation attempts are not permitted.

11. Confidentiality

• Documents submitted exclusively for handling a dispute may only be processed to the extent required for that purpose.
• Statutory retention and disclosure obligations remain unaffected.

12. Measures

In the event of violations of this policy or other platform rules, MilesMarket may in particular:

• issue warnings,
• request additional evidence,
• temporarily deactivate listings,
• temporarily restrict user accounts,
• permanently close user accounts,
• make reports to competent authorities where there is a legal basis or obligation.

13. Repeated disputes

• Repeated or similar disputes may be considered when assessing future transactions.
• In case of repeated anomalies, MilesMarket may require additional security measures or verifications.

14. Documentation

• MilesMarket may document information about disputes to the extent required for handling, fraud prevention, compliance with legal obligations or enforcement of the platform policies.

15. No legal advice

• The Resolution Center does not provide legal advice.
• Handling a dispute does not constitute a legal assessment of the underlying contractual relationship.

16. Amendments

• MilesMarket may adapt this Resolution Center Policy to legal changes, technical developments or changes to the business model.
• The current version is published on the platform.