The service is not operating. The application for certification under Article 21 DSA is under examination by the EETT. Until a decision is issued, no complaints are accepted and no cases are handled. The body is not certified.
Out-of-court dispute settlement for online reviews
We review content moderation decisions — and inaction after a notice — concerning reviews, in Greek, English and German. Free of charge for you.
The certification application under Article 21 DSA has been submitted to the EETT and is under examination. The body is NOT certified and does not accept cases until a decision is issued.
Are you a business?
You reported a review and the platform never responded — or rejected it within seconds?
Are you a user?
Your review or reply was removed and you believe the decision was wrong?
Why ReviewFair Europe
Fast
A decision within 90 days — up to 180 in highly complex cases. Courts often take years.
No cost
Procedure fees are borne by the platforms under Article 21(5) DSA — not by those who file the complaint.
Independent
Cases are decided by an independent Decision-Maker, free of instructions, remunerated independently of the outcome. Our full independence rules — including all disclosures — are published here.
The procedure, step by step
Submit your complaint
Complete the online form in a few minutes. You receive a case number immediately.
Admissibility check
Within 7 days we verify the case falls within our competence and forward it to the platform.
The platform submits its observations
The platform has 14 days to reply — you receive its position as well.
Reasoned decision
The Decision-Maker decides the case, and within 90 days you and the platform receive the decision with full reasoning.
How we examine cases
We decide independently and in both directions. We examine not only what the business submits, but also whether the platform's decision meets the requirements of the DSA — and whether the contested review can be based on an actual experience.
To that end we request the platform's observations, assess the documents submitted, and take into account the discernible context of the contested publication. Which specific indications we consider is not disclosed; this protects the effectiveness of the procedure.
Our decision does not automatically favour the business. Where a review is substantiated and specific, we dismiss the complaint. Where an actual experience cannot be established, we decide on the quality of the platform's examination — not on the truth of the review. The decision is not binding under Article 21(2) DSA.
What we review
Application of the platform's own rules
Did the platform apply its own review policies correctly? Did it genuinely examine your notice, or reject it automatically? We take cases from across the EU, regardless of the content's language — including reviews without text.
The platform's procedural duties (DSA)
Did the platform examine your notice properly and give reasons under Articles 16, 17 and 20 DSA — or auto-reject it in seconds without real review? We review compliance with these procedural duties.
Our decision is not binding — but the platform will consider it seriously, and your right to go to court remains fully intact. The decision can serve as a reasoned basis for further argument.
How we operate
ReviewFair Europe operates through an independent review procedure, with an independent Decision-Maker. Decisions are guided by impartiality, transparency and compliance with EU law (the DSA) and platform policies.
Public documents
The texts are published as drafts, pending final legal validation before operations begin.
Questions about online review disputes
Which platforms and reviews does the procedure cover?
The scope concerns platform decisions about reviews on Google Maps, Trustpilot, Tripadvisor and HolidayCheck, as well as inaction after a notice. It includes star ratings without written review text.
What is examined when a platform does not remove a review?
The examination concerns the application of the platform's review policies and its handling of the notice or internal complaint. Removal of the review is not guaranteed. A decision may favour either the complainant or the platform.
Can a removed review also be examined?
Yes. The intended procedure also covers users whose review or reply was removed and who dispute the platform's decision.
Which languages are available?
The procedure languages are Greek, English and German. The contested review itself may be in a different language.
What does the procedure cost and how long does it take?
The procedure is intended to be free of charge for the complainant. A decision is issued within 90 days, extendable to 180 days in highly complex cases.
Is the decision binding?
The decision is not binding on the parties under Article 21(2) DSA. The right to seek judicial redress remains unaffected.