Terms of Use
Last updated: 16 July 2026
1. What FairReply is
FairReply ("we", "us") is a private complaint-resolution service operated from Malta by Franklin Farrugia as a self-employed person, trading/operating the FairReply service. We help consumers document an after-sales complaint, deliver it to the company it concerns, and track the company's response. We are a neutral intermediary: we are not a law firm, not a regulator, not an ombudsman, and we do not provide legal advice.
2. What we promise — and what we don't
The consumer service is free. We review your case, forward it to the company with your consent, send reminders, and keep you updated. We do not guarantee any outcome: whether and how a company responds is outside our control. Using FairReply does not suspend or replace any legal deadline that applies to your claim (for example warranty or limitation periods) — those continue to run.
3. Your responsibilities
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.
4. No public reviews or scores
FairReply does not publish complaints, individual reviews, ratings, or company scores. Your case is shared with exactly one party — the company it concerns — for the purpose of resolving it. After a case is resolved or closed, we may invite you to submit private feedback. Where you confirm aggregate use, that feedback may contribute to anonymised statistics or benchmark insights; these never identify you or include your documents, private comment, or individual score.
5. Companies
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.
6. Liability
To the maximum extent permitted by law, FairReply's liability arising from the service is limited to direct damages and capped at €100. We are not liable for the actions or omissions of companies, for missed legal deadlines, or for the accuracy of information submitted by users.
7. Governing law
These terms are governed by the laws of Malta. Disputes are subject to the jurisdiction of the Maltese courts. If you are a consumer resident elsewhere in the EU, mandatory consumer protections of your country of residence remain unaffected.
8. Contact
Questions about these terms: cases@getfairreply.com.