Introduction: Why Our Policy Exists

At RimaTech Ltd., every stakeholder is an invaluable part of our journey and growth. Our dedication to providing exemplary service, products, and experiences is unwavering. However, we acknowledge that challenges, misunderstandings, or unmet expectations might occasionally arise. It's during these times that our Complaints Policy becomes not just a procedure, but a testament to our commitment to you.

Here are the underlying reasons that underscore the importance of our Complaints Policy:

• Customer Trust and Satisfaction: Our stakeholders' trust is the cornerstone of our success. Our Complaints Policy stands as a testament to our dedication to nurturing and preserving this trust. When you raise a concern, you deserve to be heard, understood, and responded to with professionalism and care. This policy is our promise that we prioritize your satisfaction and concerns.
• Structured Response: Challenges are inevitable, but inconsistencies in addressing them are avoidable. Our policy offers a clear, structured, and consistent approach, ensuring that every concern is handled with equal importance and efficacy.
• Legal Compliance: Beyond our commitment to you, we are also committed to upholding the highest standards of legal and industry practices. Our Complaints Policy ensures we remain compliant with all relevant regulations.
• Continuous Improvement: We perceive every complaint as feedback. It provides insights into where we can enhance our offerings, refine our processes, and better serve our community. This feedback loop is essential for our evolution and excellence.
• Accountability and Transparency: Responsibility and clarity are pillars of our operations. Our policy outlines clear channels, procedures, and responsibilities, ensuring accountability at every step and transparent communication throughout the process.
• Protection against Escalation: By addressing grievances promptly, we can prevent minor issues from snowballing into larger complications. This proactive approach not only serves our stakeholders better but also fosters a harmonious relationship.
• Enhances Reputation: In today's interconnected world, a brand's reputation is invaluable. By effectively and empathetically addressing complaints, we solidify our reputation as a trustworthy and customer-centric organization.
• Employee Guidance: For our team members, this policy serves as a compass, guiding them through the process of addressing complaints, ensuring they feel equipped and empowered to provide the best solutions.
• Cost Efficiency: Efficiency is not just about time but also resources. By promptly addressing complaints, we can avoid more significant challenges down the line, ensuring that our operations remain streamlined and cost-effective.
• Builds Better Relationships: Every interaction, including addressing complaints, is an opportunity to reinforce our bond with our stakeholders. By understanding and catering to your needs, we solidify our relationship, ensuring it's built on mutual respect and understanding.

In essence, our Complaints Policy is more than just a document; it's an embodiment of our ethos.

At RimaTech Ltd, we strive for excellence, and this policy is a reflection of our unwavering dedication to our community. We encourage open communication and assure you that every voice matters, every concern is valid, and every complaint is an opportunity for us to serve you better.

Should you have queries or uncertainties about this policy, kindly reach out to us at info [at] rimatech. com. cy.

Our last policy revision occurred in August 2023. We periodically refresh its content in alignment with platform enhancements or legal amendments. We encourage you to review it routinely to remain informed about how we manage and protect your data. Review our Privacy Policy and Cookies Policy.

Platform Administration

RimaTech Ltd, a company duly registered in Cyprus with registration number HE 439114, manages the platform. This Privacy Policy details the methods RimaTech Ltd ("we" or "us") employs to gather, utilize, process, and divulge information. This includes personal data (“personal information”) that identifies and is associated with you (“you”) and “listings data” that does not identify you, but is associated with your property listings and services you advertise through the platform. Here, "you" refers to either a general user of the platform or a listing user (someone who advertises properties on our platform), corresponding to your interactions with the platform.

The Procedure

RimaTech Ltd is fully committed to delivering exceptional services and products to all our stakeholders. We recognize, however, that there may be occasions where our service might not meet expectations. We view such instances not as setbacks, but as vital feedback and an opportunity to refine our offerings and enhance our relationship with you.

This Complaints Policy has been crafted with the following objectives:

1. Foundation for Consistency: To provide a stable framework that ensures complaints are addressed in a consistent, diligent, and impartial manner.
2. Organisational Governance: To establish robust governance structures that handle complaints with the gravity and professionalism they deserve.
3. Structured Management:To equip our team with the tools and procedures they need to manage complaints in an organized and structured manner.

Our Commitment:

At the heart of our policy is a singular goal: to address every complaint in a fair, efficient, and effective manner. With this in mind:

1. Your Rights: We acknowledge your right to raise concerns or complaints about any aspect of RimaTech Ltd, be it our operational procedures or any interaction you may have had with our team members.
2. Acknowledgment and Recording: Any complaint made to us through the prescribed channels will be promptly acknowledged, recorded meticulously, and its progress tracked until resolution.
3. Timeliness: We commit to addressing and responding to your complaint within the stipulated time frames set by all applicable legislation and regulatory frameworks. If for any reason we anticipate a delay in responding, we will proactively reach out to keep you informed.
4. Impartial Evaluation: Your complaint will be assessed fairly and thoroughly. It's imperative to us that individuals not directly implicated in the complaint conduct the evaluation to ensure unbiased resolution.
5. Clear Communication: Our final response to your complaint will be provided in writing. We will endeavor to communicate our findings and resolutions in a language that is simple, concise, and easily comprehensible.

RimaTech Ltd's growth and success have been built on a foundation of trust, transparency, and unwavering commitment to our stakeholders. This Complaints Policy is a testament to our dedication to uphold these values. By fostering an environment where feedback is encouraged and acted upon, we aim to reinforce our bond with you and continually elevate the standards of our service.

Complaint Submission

We are genuinely sorry that you felt the need to file a complaint. At RimaTech Ltd, we are continuously striving to offer the best possible experience, and your feedback is crucial to us. To help us address your concern effectively and promptly, please provide as many details as possible using the guide below:

Full Name:

Email Address:

Contact Number:

Date of the incident:

Brief Description of the Complaint:

Consent for Personal Data Processing:

By submitting this form, you are providing explicit consent for RimaTech Ltd to process your personal information as part of your complaint. We take your privacy seriously, and your data will be handled with utmost confidentiality and in alignment with our Privacy Policy, which you can review here.

Withdrawal of Consent:

You have the right to withdraw your consent at any point in time. If you choose to do so, please write to our Data Protection Officer at info [at] rimatech. com. cy. Please note, withdrawing your consent will not affect the legitimacy of the data processing that took place before the withdrawal.

Once completed, please send the form or any other written complaint to info [at] realty. com. cy. We aim to respond and resolve all complaints in a timely and effective manner. Your patience and cooperation are appreciated.

Contact Us

General Inquiries:

If you have any questions, concerns, or feedback regarding our privacy practices or any other aspect of our platform, please reach out to us:

Email: info [at] rimetach. com. cy

No Error Free Performance

While we strive to uphold the highest standards in our privacy practices, we recognize that it is impossible to achieve absolute perfection. Under this Privacy Policy, we cannot guarantee a performance devoid of errors. However, upon identification or being notified of any discrepancies or errors in our compliance with this Privacy Policy, we will act promptly and undertake corrective measures to rectify them.

Under no circumstances will we be held responsible for any incidental, consequential, or punitive damages that arise from or relate to this Privacy Policy.

SEVERABILITY

Should any provision or part of this Privacy Policy be declared void or invalid by a court with appropriate jurisdiction or by an arbitration tribunal, such declaration will not affect the validity of the remaining provisions or parts of this Privacy Policy. The unaffected portions will continue to be valid and remain in full force and effect.

LAW

This Privacy Policy is governed by and will be interpreted in accordance with the laws of the Republic of Cyprus. Any disputes arising out of or in connection with this Privacy Policy will be subject to the exclusive jurisdiction of the courts of the Republic of Cyprus.