According to ADR point's service charges and fees policy, the submission of a complaint and the dispute resolution process are free of charge for the user (recipient of services).
for Online Platforms
As provided for by the relevant European legislation (REGULATION (EU) 2022/2065 - Digital Services Act), the cost of the out-of-court dispute resolution (ODS) procedure between the recipient of the services and the online platform is borne by the online platform. Below there is a detailed description of the ADR point fees:
For the purposes of the costs of the out-of-court dispute resolution (ODS) process borne by online platforms, the following definitions apply:
“Simple case”: refers toa platform decision which affects a single user, relates to only one content issue, is based on the usual application of the platform’s policies and the applicable law and is conducted in one EU language, without raising any complex issues, the management of which and the issuance of a decision under Article 21 do not require more than two hours of professional work by ADR point’s assessor.
"Complex case": refers to a platform decision which affects one or more users, relates to more than one content issues, systemic issues, urgent situations or risks, high-impact issues/categories (e.g. minors, sensitive data, etc.) and/or new or contested legal/fundamental rights and national or cross-border issues, and includes a large volume of technical information that requires analysis and/or the use of multiple languages/extensive translations, the management of which and the issuance of a decision under Article 21 require more than two hours of professional work by the ADR point’s assessor and/or the assistance of an external expert.
Below you can find a description and a summary table of the fees of the ADR point's out-of-court resolution services borne by the online platforms, based on the EU Regulation 2022/2065 that provides that the dispute resolution fees borne by the online platforms should not exceed the actual cost of ADR point for these services and the calculation of the actual cost required to resolve such disputes, whether they are resolved with the issuance of a consensual decision or with the issuance of a non-consensual decision, by the ADR point's assessors, in simple or complex cases.
The fees per case paid by the online platform are cited below:
2.1 Cases rejected by ADR point as inadmissible - €0
When a case has been submitted by the user to ADR point and is not forwarded to the online platform, because it is rejected as inadmissible due to the ADR point ODS Rules.
2.2 Online platform refuses to review the case - €0
When a case has been submitted by the user and is forwarded by ADR point to the online platform for dispute resolution, but the online platform refuses to review the case due to art. 21 par. 2b of Regulation (EU) 2022/2065 (except in cases where ADR point finds that the refusal of the online platform is unfounded, and therefore any of the fees 2.3, 2.4, 2.5 ή 2.6 apply, depending on the case)
2.3 Consensual decision in all types of cases - €250
When a case has been submitted by a user, it is forwarded by ADR point for dispute resolution and the parties, with the intervention of ADR point’s assessor, reach a consensual agreement, which is reflected in the consensual decision issued by an ADR point’s assessor.
2.4 Online platform withdraws its decision - €250
When, after a case has been submitted by a user to ADR point, and before a decision has been issued by ADR point’s assessor, the online platform withdraws its decision.
2.5 Issuance of a non-consensual decision in a ‘simple’ case - €500
When a “simple” case has been submitted by a user to ADR point, the online platform participates in the dispute resolution process, there is no consensual solution and ADR point’s assessor issues a decision to resolve the dispute. The fee also applies if, after the submission of the case by the user to ADR point and the invitation to the online platform to participate in the dispute resolution process, the online platform does not respond to the invitation or does not interact with ADR point or questions the scope of art.21 or/and the Regulation.
2.6 Issuance of a non-consensual decision in a ‘complex’ case - €500 fixed fee + €250/ώρα
When a “complex” case has been submitted by a user to ADR point, the platform participates in the dispute resolution process, there is no consensual solution and ADR point’s assessor issues a decision to resolve the dispute. The maximum total fees (fixed fee + hourly fee) cannot exceed €1,500 per case. The fee also applies if, after the submission of the case by the user to ADR point and the invitation to the online platform to participate in the dispute resolution process, the online platform does not respond to the invitation or does not interact with ADR point or questions the scope of art.21 or/and the Regulation.
For convenience, the above fees are presented in the table below:
|
RN |
Case type |
Fees |
|
2.1 |
Cases rejected by ADR point as inadmissible |
€0 |
|
2.2 |
Online platform refuses to review the case |
€0 |
|
2.3 |
Consensual decision in all types of cases |
€250 |
|
2.4 |
Online platform withdraws its decision |
€250 |
|
2.5 |
Issuance of a non-consensual decision in a ‘simple’ case |
€500 |
|
2.6 |
Issuance of a non-consensual decision in a ‘complex’ case |
€500 + €250/hour |
Applicable service fees from July 1st, 2025
ADR point may change its fees from time to time. The new fees will apply to all complaints submitted after the date of publication of the changes on the ADR point website and will not apply retroactively.
