Alternative dispute resolution

Information provided under Art. 13 of Directive 2013/11/EU on alternative dispute resolution.

First step: the complaints procedure

A dispute should first be raised through the complaints procedure published on this site. Most matters are resolved at that stage, and an ADR entity will ordinarily expect the Supplier's internal procedure to have been exhausted first.

Complaints: complaints@dohrna.com · +63 927 499 4459.

ADR entity

The Supplier is covered by the following alternative dispute resolution entity:

[[ADR_ENTITY_NAME_AND_ADDRESS]]

Where a complaint cannot be resolved through the internal procedure, the matter may be referred to that entity. The Supplier will confirm in writing at that point whether it intends to participate in the proceedings for the dispute in question.

No ODR platform link

This document contains no link to the European Commission's online dispute resolution platform.

The ODR platform closed permanently on 20 July 2025 under Regulation (EU) 2024/3228. A live ODR link on a trading site is now a compliance defect in its own right rather than a redundant convenience, and any such link elsewhere on this site would be a defect the compliance linter is configured to fail the build on.

Business-to-business supply

The Supplier contracts only with buyers acting in the course of a trade, business, craft or profession. The consumer ADR framework applies to disputes between a consumer and a trader, so it will not ordinarily apply to a contract formed under the Terms of Sale.

The information above is published because the ADR Directive requires a trader covered by an ADR entity to publish it, and because an acquirer's site examination expects to find it. Its publication is not an admission that any given contract is a consumer contract.

Jurisdiction

Nothing in this document limits the right to bring proceedings before the courts. The Terms of Sale are governed by the law of Malta and the courts of Malta have exclusive jurisdiction, subject to the terms of that clause.

Contact

complaints@dohrna.com · +63 927 499 4459 · 09:00–17:00 CET, Monday to Friday, excluding Malta public holidays.