Terms of Use

FairReply is an independent private complaint-packaging and forwarding service operated from Malta. We help consumers organise their facts and evidence, send the resulting complaint package to the company it concerns, and record the response. We are not the Malta Competition and Consumer Affairs Authority (MCCAA), a regulator, an ADR body, an ombudsman, a court, a law firm, or any other public authority; we are not affiliated with them. We do not provide legal advice, assess legal rights or deadlines, represent either party, negotiate as a legal representative, or decide the merits or outcome of a complaint.

FairReply currently accepts submissions from consumers living in Malta. Complaints involving a company in another EU country are reviewed individually and may be declined where we cannot support the country or complaint category. Accepting or forwarding a submission does not mean that FairReply has determined which law applies, whether the case is legally valid, or what outcome should follow.

The consumer service is free. We check whether the complaint package is sufficiently complete to send, forward it to the company with your consent, record responses, and keep you updated. We do not guarantee that a company will respond, agree with the complaint, or provide any remedy. FairReply does not take over the dispute. You remain responsible for obtaining independent legal advice where needed and for protecting any warranty, limitation, court, regulatory, or other deadline that may apply.

You confirm that the information you submit is accurate to the best of your knowledge and that the evidence you attach is genuine and yours to share. Cases must concern a real purchase or service experience of your own. Abusive, fraudulent, or deliberately misleading submissions may be rejected or removed, and repeated abuse may result in a ban from the service.

Your case is shared only with the company it names, so that company can receive the complaint and respond. We do not share your case with other companies, other users, or the public. We do not publish complaints, evidence, individual reviews, ratings, or company scores. Hosting, email, and file-storage providers may process data on FairReply's behalf solely to run the service.

Responding to a case is free for companies, always. Companies may resolve, explain, request more information, or dispute a case. Engaging with FairReply is voluntary and does not constitute an admission of liability.

FairReply does not control and is not responsible for a company's acts, omissions, response, or decision, or for the outcome of a complaint. FairReply is not responsible for missed legal or regulatory deadlines or for inaccurate, incomplete, or unlawful information supplied by a user. Nothing in these terms excludes or limits liability where doing so is prohibited by law.

These terms are governed by the laws of Malta. Any mandatory consumer protections and rights relating to jurisdiction that apply remain unaffected.

Questions about these terms: case@getfairreply.com.