Complaints and Disputes Handling

1. Who this procedure is for

Tantralux is an online advertising directory. We sell exclusively advertising space and subscriptions to third-party, independent advertisers.

This procedure concerns:

• complaints relating to the service we provide: publication of the listing, operation of the site, account, support;
• disputes relating to payments and charges made on this site;
• reports on content published by third parties, as provided for in points 6 and 7.

Disputes relating to the services offered by advertisers do not fall under this procedure: we are not party to any relationship between users and advertisers, we do not intervene in their agreements and we cannot settle any disputes arising from them.

2. How to submit a complaint

Email: support@tantralux.com
Billing and payment matters: billing@tantralux.com
Postal address: TANTRALUX S.R.L., CIRCONVALLAZIONE A. ORIANI 2, 37122 - VERONA (VR), Italia

To allow us to handle the request quickly, please indicate:

• first name, last name or company name, and the email associated with the account;
• the subject of the complaint, with a concise description of the facts;
• for payment disputes: date of the charge, amount, last four digits of the card and the descriptor shown on the statement;
• any supporting documentation or screenshots;
• the outcome you consider correct.

3. Handling times

Resolution or final outcome within 10 business days.

Should the examination require more complex investigation, we will provide a reasoned notice indicating a new deadline. Every complaint receives a reference number and is tracked until closure. The final reply is always provided in writing and with reasons.

4. Unrecognized charges

If you do not recognize a charge, contact us before opening a dispute with your bank. In most cases it involves:

• failure to recognize the descriptor appearing on the statement,
• automatic renewal of an active subscription;
• payment made by another cardholder.

We check the transaction and reply within 48 hours. If the charge is found to be duplicate, erroneous or unauthorized, we proceed to a full refund without the need for further formalities, in accordance with our Refund Policy.

A bank dispute initiated without first contacting us results in significantly longer resolution times and the suspension of the account for the duration of the proceedings.

5. If you are not satisfied with the reply

You may request a review of the case by writing to complaints@tantralux.com within 14 days of our reply. The review is entrusted to a person other than the one who handled the complaint at first instance and is concluded within 10 business days.

Your right to apply to the judicial authority or to attempt mediation before a body registered in the register kept by the Ministry of Justice remains unaffected.

6. Content reports

Intellectual property infringements: dmca@tantralux.com
Images published without consent, content depicting minors, situations of exploitation or coercion: abuse@tantralux.com — absolute priority, examined within 24 hours.

7. Complaints pursuant to Regulation (EU) 2022/2065

As a hosting service provider, we handle reports relating to illegal content in a timely, diligent, non-arbitrary and objective manner. An advertiser who is the recipient of a decision to remove, suspend or close an account receives a reasoned notice and may contest it by writing to complaints@tantralux.com within 14 days, attaching their reasons. Decisions are not taken solely by automated means.

8. Language and applicable law

Complaints may be submitted in Italian or English. This procedure is governed by Italian law. Competent court: Court of Verona, without prejudice to any applicable mandatory rules.