Complaints and Dispute Resolution

You can file a complaint free of charge through any of these channels:

• by email: support@miespacio.app;
• through the contact form;
• for legal matters: legal@miespacio.app.

Platform operator: Bohdan Hordiychuk, NIF/NIE Y9939706V, Alicante, España (art. 10 of Law 34/2002, LSSI-CE). Full identification details are available in the Legal Notice.

So that we can handle your complaint quickly, please include in your message:

• the email address of your account;
• the booking reference or number and its date, where relevant;
• the name of the business concerned;
• a description of what happened;
• proof of payment or screenshots, if you have them;
• the outcome you are seeking (refund, correction, apology, etc.).

If your complaint concerns a service provided by a business, we recommend raising it with the business directly first — it is usually the fastest route (see section 4).

When we receive your complaint:

• Acknowledgement: we will send it within 48 hours.
• Investigation: we may ask you for additional information and, where appropriate, contact the business concerned.
• Response: we aim to give a substantive reply within 30 calendar days.

These timeframes are indicative and may vary with the complexity of the case. If we cannot resolve your complaint directly, we will inform you of at least one competent alternative dispute resolution entity and whether we will take part in the procedure, in accordance with Law 7/2017 (see section 7).

The contract for the booked service is concluded between you and the business, so the fastest route is usually to raise the complaint with the business directly first. Its contact details appear in your booking confirmation and on its platform profile.

If the business does not respond or you cannot reach an agreement, write to us. We can mediate informally, check compliance with the platform's rules and take measures regarding the business where appropriate. However, MiEspacio does not provide the booked service and cannot impose a solution on the business regarding the service contract; for that you have the routes in sections 6 and 7 and, ultimately, the courts.

If your complaint concerns the platform itself — your account, a technical error, the information displayed, our communications or the processing of your personal data — address it directly to us through the channels in section 1.

For data protection matters you can write to privacy@miespacio.app; you also have the right to lodge a complaint with the Spanish Data Protection Agency (AEPD), as explained in the Privacy Policy.

In Spain, official consumer complaint forms (hojas de reclamaciones) are regulated by each autonomous community, so their format and procedure vary by territory. As an online service, you can:

• file your complaint with the consumer affairs services of your autonomous community or with your local consumer information office (OMIC);
• ask us, through the channels in section 1, for the official complaint form or electronic channel that applies under the rules of the operator's place of establishment.

If your complaint concerns a business with physical premises, that business may be required to keep complaint forms of its own autonomous community — you can request them directly at the premises.

The operator of MiEspacio is established in the Valencian Community, where official complaint forms are governed by Decree 77/1994 of the Valencian Government and its implementing rules. For issues concerning the platform service itself, you can request the official complaint form through the channels in section 1 or file a consumer complaint with the Generalitat Valenciana (sede.gva.es). Where the complaint concerns the booked service, the official form should be requested from the business providing it.

Under Law 7/2017 of 2 November, accredited entities exist for the alternative resolution of consumer disputes. In particular, the Spanish Consumer Arbitration System (Sistema Arbitral de Consumo) is a free and voluntary procedure whose decision (award) is binding and enforceable for both parties when the trader has joined the system or agrees to arbitration in the specific case.

If we cannot resolve your complaint directly, we will point you to at least one competent ADR entity and tell you whether we agree to take part in the procedure. You can consult the official list of accredited entities in Spain on the website of the Ministry of Social Rights, Consumer Affairs and 2030 Agenda: dsca.gob.es.

MiEspacio is not generally adhered to the Spanish Consumer Arbitration System, nor bound by a code of conduct to take part before any specific entity. If your complaint is not resolved directly, you may turn, among others, to the Consumer Arbitration Board of the Valencian Community (sede.gva.es); in our reply we will state whether we accept to take part in the procedure for the specific case, in accordance with art. 40 of Law 7/2017.

The former EU Online Dispute Resolution (ODR) platform was discontinued on 20 July 2025 under Regulation (EU) 2024/3228, which repealed Regulation (EU) 524/2013. It is no longer possible to submit complaints through that platform.

EU consumers can still turn to national ADR entities (section 7) and, for cross-border disputes, to the European Consumer Centres Network (ECC-Net).

European Consumer Centre in Spain: portal-cec.consumo.gob.es.

Complaints about moderation decisions — for example, the removal of a review or other content, the restriction or suspension of an account, or the outcome of an illegal-content notice — follow a different route from consumer complaints, under Regulation (EU) 2022/2065 (the Digital Services Act).

The way to challenge each moderation decision is indicated in the notification of that decision. You can also write to legal@miespacio.app stating that your complaint concerns content or account moderation, and we will handle it through our internal complaint-handling system.

Complaints to the Digital Services Coordinator (CNMC) can be filed at sede.cnmc.gob.es.

• Operator: Bohdan Hordiychuk
• NIF/NIE: Y9939706V
• Address: Alicante, España
• Legal email: legal@miespacio.app
• Support: support@miespacio.app

The operator's full identification, as required by art. 10 LSSI-CE, is available in the Legal Notice.

The personal data you provide when filing a complaint is processed exclusively to handle it, document its resolution and comply with applicable legal obligations, in accordance with our Privacy Policy. There you will find the full GDPR information, including retention periods and your right to lodge a complaint with the AEPD (www.aepd.es).

As a general rule, we retain records of complaints, bookings, cancellations and payment disputes for five years (the general limitation period for personal actions, art. 1964 of the Spanish Civil Code) for the establishment, exercise or defence of claims. After that period, the data are erased or blocked in accordance with art. 32 of the LOPDGDD.