Terms of Use

FairReply ("we", "us") 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.

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.

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.