Complaints Policy
1. Introduction
This Complaints Policy explains how Realty.com.cy, operated by RimaTech Ltd (HE 439114, Cyprus), handles complaints about the Platform and its services. Our aim is to resolve concerns fairly, transparently, and within a reasonable timeframe.
This Policy covers complaints relating to:
- Property listings on the Platform,
- The operation of the Platform and related services,
- Billing, subscriptions, or lead fees charged by Realty.com.cy,
- Conduct of users on the Platform (e.g., agents, developers).
This Policy does not cover:
- Data protection rights requests → see our Privacy Policy.
- Legal disputes that cannot be resolved informally → see our Terms & Conditions.
2. How to Submit a Complaint
Complaints should be submitted in writing with sufficient detail to allow investigation.
2.1 Contact Methods
- Email: info@realty.com.cy
- Postal: RimaTech Ltd, Bridge Tower, Alexandrias 2–4, Limassol 3013, Cyprus
2.2 What to Include
- Your full name and contact details,
- A clear description of the issue,
- Any relevant supporting documents or evidence (screenshots, IDs of listings, dates, etc.).
3. Categories of Complaints
- Listing-related: inaccurate, misleading, duplicate, or expired listings.
- Service: technical issues, delays, performance problems.
- Billing or payment: lead fees, subscription charges, refunds.
- User conduct: harassment, unprofessional behaviour, code of conduct violations.
4. Complaint Handling Process
- Acknowledgement – We will acknowledge receipt within 5 business days.
- Review & Investigation – We will assess the complaint impartially, request further details if needed, and involve relevant teams.
- Response – We will provide a written response within 30 days, explaining findings and any actions taken.
- Resolution – Possible outcomes include correction or removal of listings, technical fixes, billing adjustments, or account action against users.
If more time is needed for complex cases, we will inform you of the delay and the expected timeline.
5. Escalation
- You may request an internal review of your complaint if you are not satisfied with the outcome.
- If still unresolved, disputes may proceed in line with our Terms & Conditions (Dispute Resolution clause).
- For data protection complaints, you may contact the Office of the Commissioner for the Protection of Personal Data, as listed in our Privacy Policy.
6. Confidentiality
All complaints are handled confidentially. Your information will only be shared with staff or third parties as necessary to investigate and resolve the complaint.
7. Monitoring and Improvement
We maintain a record of complaints to monitor trends, improve our services, and ensure accountability.
8. Contact
- Email: info@realty.com.cy
- Postal: RimaTech Ltd, Bridge Tower, Alexandrias 2–4, Limassol 3013, Cyprus