Your rights under the Digital Services Act (DSA)

Joom as an intermediary online marketplace strives to act upon keeping a safe, predictable and trusted online environment with your contribution.

How can I report illegal content found on Joom platform?
If you are a Joom user or any other third party, you can file a notice on the information you consider to be illegal on Joom based on the EU Digital Services Act (”DSA”). For your convenience, you will find several mechanisms on the website that allow you to report a content you deem illegal or inappropriate, depending on the content you interact with.

General notice form

• You will find an electronic notice form in the footer of the website via the ‘Report illegal content’ link. You can use this form to report several pieces of content under the same reason, by uploading the contents’ URLs. Follow the form’s instructions to submit your report. Please do not forget to provide as much information as possible as to the reason you are reporting the content, in order to be able to process your request efficiently.

To report a product

• You will find an electronic form on each product page, below the product description. You can access the link vua ‘Report illegal content’ link to submit a notice of allegedly illegal content related to the respective product.

To report a review

• You will find an electronic form via the 'Report review' link attached next to each product review. If you believe that a review contains information that is inappropriate or illegal, please use the respective form to report it to us.

To report a social post or a comment

• You will find a form next to each social post, available under the Joom social profile of a registered user at Joom. In addition, you will find a form next to each comment, available under specific product reviews or social posts. Click the three dots and press ‘Report post’ or ‘Report a comment’.

Acting as an intermediary service provider, Joom is not responsible for information published by sellers or customers on the Joom platform. We will review your notices of allegedly illegal content and inform the owners of the content to take the necessary actions, or moderate accordingly. We will afterwards inform you of our decision and the actions we take, if any. Joom reserves any rights of defense with regard to any liability that may arise due to the reported content or actions taken by Joom upon receipt of your notification.

I don’t agree with your decision, can I file a complaint under DSA?
Yes. You can appeal with our Complaint-handling procedure, via report@joom.com. You can find more details under Article 22 of the DSA. You may appeal within 6 months from the day you were informed of the decision and your appeal can concern any of the decisions of Joom below:

• a decision we took upon receipt of your notice of illegal content, and
• a decision to remove a content of yours from the Joom platform or
• a suspension of termination of your account or the provision of our services in whole or in part, on the ground that your content or action was found illegal or incompatible with our Terms of Use.

Apart from the internal Complaint handling procedure, you have also the right to appeal any of the decisions Joom made, with the assistance of an out-of-court dispute settlement body. Please find the list of the certified out-of-court dispute settlement bodies in this article. In addition, you can dispute a decision of Joom in the relevant national courts.

Single point of contact
We encourage you to visit our Help Centre via Joom website (click here) or engage in a live chat with our dedicated customer service team within our mobile application.

You may use this point of contact to directly communicate with us, if you have any other questions regarding your orders, refunds or you would like to receive information on how Joom operates.