Complaints Procedure Firestarter Crowdfunding Platform

For general complaints, you can email info@firestarterfund.nl. Please include the word “complaint” in the subject line of the email. In the case of sensitive matters, such as integrity, social safety or the code of conduct, you can email confidentially and anonymously at vertrouwelijk@firestarterfund.nl.

1. Purpose and Scope

This complaints procedure describes how donors, campaign initiators and other users can submit complaints or reports regarding campaigns on the platform or the operation of the platform.

The purpose of this procedure is to handle complaints carefully, transparently and in a timely manner, within Firestarter's role as a facilitating crowdfunding platform. Firestarter bears no substantive responsibility for the implementation, progress or results of individual campaigns.

2. Who Can Submit a Complaint

A complaint or report may be submitted by:

• donors;
• campaign initiators;
• other users or parties involved with the platform.

3. What Can Be Complained About

Complaints or reports may relate to:

• unclear or changed campaign information;
• suspicions of misleading information, fraud or negligent conduct by campaign initiators;
• the application of Firestarter's acceptance policy;
• the operation of the platform or communication from Firestarter.

Complaints concerning the substantive implementation of campaigns or whether campaign objectives are achieved fall outside Firestarter's responsibility.

4. Submitting a Complaint or Report

Complaints and reports can be submitted by email via the contact address provided by Firestarter for this purpose.

A complaint should preferably include:

• name and contact details of the person submitting the complaint;
• a clear description of the complaint or report;
• the campaign or situation to which the complaint relates;
• relevant supporting documentation, if available.

5. Receipt and Confirmation

Firestarter confirms receipt of a complaint or report within five (5) business days of receipt.

6. Handling and Assessment

Firestarter assesses complaints and reports based on:

• the general terms and conditions;
• the platform's acceptance policy;
• applicable laws and regulations.

The assessment focuses on whether:

• Firestarter has acted correctly within its procedures;
• there is reason for further investigation;
• corrective measures are necessary.

Firestarter may, if necessary, contact the campaign initiator involved for clarification or additional information.

7. Processing Times

Firestarter aims to substantively resolve complaints and reports within four weeks.

If more time is required due to the nature or complexity of the complaint, the person submitting the complaint will be informed and provided with an indication of the additional time required.

8. Possible Measures

The handling of a complaint or report may result in:

• clarification or further explanation;
• a request to amend campaign information;
• warnings issued to campaign initiators;
• temporary suspension or removal of campaigns;
• amendments to internal procedures.

Firestarter is entitled to take measures in accordance with its general terms and conditions.

9. Limitation of Liability

Firestarter is not a party to disputes between users and accepts no liability for the implementation of campaigns or the use of donations, in accordance with the general terms and conditions.

10. Escalation and Disputes

If a complaint has not been resolved to the satisfaction of the person submitting it, Firestarter will make every effort to reach an amicable solution. If this is unsuccessful, the dispute resolution provisions and competent court as set out in the general terms and conditions will apply.

11. Registration and Improvement

Firestarter registers complaints and reports and uses them for:

• improving the quality of the platform;
• evaluating policies and procedures.