If something has gone wrong, we would rather fix it than argue about it. This page explains how to complain to us, and what routes exist if you and we cannot agree.
1. Tell us first
Write to info@neda-els.com or use the contact form. Say what happened, which order or course it concerns, and what you would like us to do. We acknowledge every complaint within three working days and aim to resolve it within 14 days; if we need longer, we say so and why. Complaints are read by a person, not a system.
2. Alternative dispute resolution
Information under § 19 of the Austrian Alternative-Streitbeilegung-Gesetz (AStG): [CONFIRM — choose one]
Option A. We are neither obliged nor willing to take part in dispute resolution proceedings before a consumer arbitration body. — or — Option B. We are willing to take part in dispute resolution before the Internet Ombudsstelle (ombudsstelle.at), the recognised Austrian body for online purchases, and the Verbraucherschlichtung Austria (verbraucherschlichtung.at). Proceedings are free for consumers, and we commit to engaging with them in good faith.
Consumers living in another EU country may also use the dispute-resolution body for online purchases in their own country; the European Consumer Centre network (europe-consommateurs.eu) can point you to it. The former EU Online Dispute Resolution platform was discontinued in July 2025 and is no longer available.
3. Courts
Nothing above removes your right to go to court. Our terms are governed by Austrian law; if you are a consumer you may also rely on the mandatory consumer laws of the country where you live and bring a claim there.
4. Creators
Course creators have an additional route for decisions that restrict their content or account: the internal complaint procedure in section 8 of the Creator Agreement, reviewed by a person not involved in the original decision. [CONFIRM with counsel: whether the P2B Regulation’s mediation requirement (Art. 12) applies at our size; if so, name two mediators here.]
5. Data protection complaints
Complaints about personal data can go to us, and to the Austrian Datenschutzbehörde or the supervisory authority in your own country, as the Privacy Policy explains.
Version 1.0 — 22 August 2026.