Terms of use
1. About the service
zalba.me is an independent platform where consumers describe their experiences with brands in public and brands answer in public. The platform is run by XTech Montenegro d.o.o., Kralja Nikole br. 12, Podgorica, Crna Gora, tax / registration number 03420272. Writing complaints is free. The platform is not a party to a dispute between a consumer and a brand, represents neither side and gives no legal advice. By using the platform you accept these terms.
2. Accounts and who may use the service
An account may be opened by a person who is at least 18 years old. One person uses one account. The details you enter must be true. To write complaints and comments you need to verify your phone number. Keep your password to yourself: you are responsible for what is done from your account.
3. Rules for complaints and other content
Write about what you experienced yourself, truthfully and factually: what happened, when, and what you have done so far. You may be dissatisfied and say so plainly. You are responsible for the content you publish. Where you can, keep evidence (receipt, correspondence, photos).
4. Content that is not allowed
Not allowed: • insults, swearing, hate speech and threats; • the full name or a photo of an employee or another private person; • other people's personal data (phone, address, document and account numbers); • accusations of a crime stated as fact, without proof; • untrue statements and complaints about events you did not experience yourself; • fake complaints written on behalf of a competitor, and fake praise; • advertising, spam and content unrelated to a product or service; • content that breaks the law or other people's rights.
5. Moderation and publication
All content is checked before publication: automatically and, where there is doubt, by a moderator. Personal data in the text is hidden automatically. We may decline to publish, or remove, content that breaks these rules. You are then given the reason and can change your complaint and send it again. The platform does not change the meaning of what you wrote. Every moderation decision is recorded.
6. Reporting content and removal requests
Anyone can report content they believe breaks these rules or the law: with the “Report content” button on a complaint's page, or with the “Removal request” form, which brands and people without an account can also use. We review a request within 72 hours. We remove content when it breaks the rules or the law, or when a court or competent authority orders it. A brand merely disagreeing with a complaint is not a reason for removal: the brand has the right to a public reply.
7. Brands and the right of reply
A brand can claim its profile after a check that the applicant really represents the company. Claiming a profile and answering complaints are free and stay free. The same rules apply to a brand's replies as to complaints. Paid plans give a brand additional tools (analytics, data export, a clearly labelled sponsored placement). No plan affects a brand's score or its place in a ranking, or makes it possible to remove or hide complaints.
8. Rights to the content you post
The content you publish remains yours. By publishing it you give us a non-exclusive, free right to display it on the platform, make it available to search engines, show it in machine translation and use it in aggregate statistics, for as long as the content is published. If you delete your account, your complaints stay published without your name, unless you choose to have them removed when deleting.
9. Liability
Complaints, replies and comments express the experience and opinion of their authors, not of the platform. As a provider that stores content entered by users, we are not liable for content we did not know to be unlawful, and once we learn of it we act without delay. We do not guarantee that a brand will reply or that a dispute will be resolved. We provide the service as it is and work to keep it running without interruption, but cannot guarantee constant availability. Nothing in these terms limits the rights you have under mandatory consumer-protection law.
10. Closing an account
You can delete your account at any time in your account settings. We may suspend or close an account for a serious or repeated breach of these terms, for example fake complaints, threats or abuse of the system.
11. Changes to these terms
If these terms change in a material way, we will tell you on the site or by email before the change takes effect. If you go on using the platform after that, you are taken to have accepted the changes.
12. Governing law and disputes
These terms are governed by the law of Montenegro. Disputes are decided by the competent court in Montenegro, unless mandatory consumer-protection law provides otherwise.
13. Contact
XTech Montenegro d.o.o., Kralja Nikole br. 12, Podgorica, Crna Gora. Email: info@zalba.me.