Complaints

Version

2026-11-05

In force since

2026-11-05

Content revision

r-9173974b38b5

Language versions. This is a translation of the Polish original and is provided for information. The binding version is the Polish one: /pl/legal/complaints. That precedence does not deprive a consumer of any right under mandatory provisions of law — including the mandatory provisions of the law of the country of their habitual residence, where the applicable conflict-of-law rules give them that protection — and it does not limit anyone's rights against the party responsible in a given situation (§17.2 and §19.3 of the Terms).

Product / Library / reader / audiobook

Write to contact@vantiorbooks.com or use the contact form. Give the order reference, if you have one, and describe the problem.

Where digital content or a digital service lacks conformity with the contract, a consumer may use the remedies provided for by statute — depending on the situation, among others having conformity brought about, a price reduction or withdrawal.

The addressee of claims for lack of conformity: claims about the digital content itself (e.g. a damaged or incomplete file, no access in the Library, a faulty reader or player) go to Vantior — contact@vantiorbooks.com or the contact form; bringing the content into conformity with the contract is Vantior's responsibility. A price reduction or a refund of the payment is executed by the seller of the transaction, Paddle.com Market Limited, 30 Old Bailey, London EC4M 7AU, United Kingdom (company no. 08172165) (https://paddle.net/, help@paddle.com) — we will pass a claim made to us on to Paddle, and you may also go to Paddle directly.

Payment / transaction document / refund

If the purchase was made through Paddle, the payment part and the refund are handled in the MoR model by Paddle. You may also report the matter to Vantior; the relevant part may be passed on to Paddle.

Time for a reply

In matters for which statute provides a 14-day period for replying to a consumer complaint, we apply that period and the statutory consequences of failing to meet it.

ADR

After an unresolved complaint, we will provide on a durable medium the information about consent to, or refusal of, participation in the relevant ADR. Information: https://polubowne.uokik.gov.pl/

The former EU ODR platform has been discontinued.

Accessibility

An accessibility complaint, where the statute applies, is handled under a separate procedure set out in the Accessibility Statement.

Underlying legal sources

• Act on consumer rights — consolidated text, Journal of Laws 2026 item 1244: https://eli.gov.pl/api/acts/DU/2026/1244/text.pdf
• Act on providing services by electronic means — Journal of Laws 2024 item 1513; Article 10 repealed with effect from 10 November 2024, the basis for consent to electronic marketing is Article 398(1) of the Electronic Communications Law, Article 9 remains in force: https://eli.gov.pl/api/acts/DU/2024/1513/text.html
• Electronic Communications Law — Journal of Laws 2024 item 1221, in force from 10 November 2024; Article 398(1): https://eli.gov.pl/api/acts/DU/2024/1221/text.html
• GDPR — Regulation (EU) 2016/679: https://eur-lex.europa.eu/eli/reg/2016/679/oj
• Copyright law — consolidated text, Journal of Laws 2025 item 24: https://eli.gov.pl/eli/DU/2025/24/ogl
• Accessibility — Journal of Laws 2024 item 731: https://eli.gov.pl/eli/DU/2024/731/ogl
• Prices — Journal of Laws 2023 item 168: https://eli.gov.pl/api/acts/DU/2023/168/text.html
• Rome I: https://eur-lex.europa.eu/eli/reg/2008/593/oj
• AI Act — consolidated version of 27.07.2026: https://eur-lex.europa.eu/eli/reg/2024/1689/2026-07-27/eng
• ODR repeal — Regulation (EU) 2024/3228: https://eur-lex.europa.eu/eli/reg/2024/3228/oj
• Paddle Buyer Terms: https://www.paddle.com/legal/buyer-terms
• Paddle Seller Handbook: https://www.paddle.com/seller-guides/seller-handbook
• Paddle MSA: https://www.paddle.com/legal/terms