14. Complaint Handling
In plain languageHow to complain and what happens next — the channels open to you and the deadlines we work to.
How to file a complaint: If you have a complaint regarding our product or service, you may contact us through any of the following channels:
- Online contact form: help.boodabike.com/contact-us
- Phone: +36 20 284 30 48
Verbal complaints: Complaints made by phone or otherwise verbally will be investigated without delay and resolved immediately where possible. If immediate investigation of a verbal complaint is not possible, or if the consumer does not agree with how the complaint is being handled, we will draw up a record of the complaint and provide the consumer with a copy.
Written complaints: Complaints submitted in writing (by email or via the online form) will be answered in writing within 30 days of receipt at the latest. If we reject a complaint, we will provide reasons for our decision. We retain complaints and our responses for five years and will present them to the consumer protection authority upon request.
Recourse to authorities: Consumers may file a complaint with the consumer protection authority. Under Government Decree 387/2016 (XII. 2.) on the designation of the consumer protection authority, administrative matters are handled by the relevant metropolitan and county government offices, or the Pest County Government Office. Contact details for these offices can be found at kormanyhivatal.hu.
Conciliation board: If a dispute between the consumer and the Provider cannot be resolved through negotiation, the consumer may turn to the conciliation body competent for their place of residence or stay. In Hungary, the Budapest Conciliation Board is authorized to handle cross-border disputes (1016 Budapest, Krisztina krt. 99. 3rd floor, room 310; email: bekelteto.testulet@bkik.hu).