Normativa de la comunidad

Índice

1. Introduction

Last updated on Feb 15, 2024

The purpose of these Community Guidelines (“Community Guidelines”) is to make the use of our LOVOO platform (“Platform” or “we”) as pleasant and safe as possible for all users. These Community Guidelines provide all users with a guide on appropriate conduct on our Platform. They apply to all features and to all areas of our Platform, i.e. the profile, the chat and the live stream. They are also a part of our Terms of Use (T&C and T&C – Live).

Queremos que nuestros usuarios disfruten de la plataforma como un lugar seguro y de intercambio de confianza. En nuestra plataforma deben poder mostrar su verdadera personalidad sin restricciones para que el intercambio y las citas sean tan auténticos como sea posible. Para ello tienen que poder mantener una comunicación abierta y expresar sus opiniones. La comunicación libre y sin restricciones de los usuarios es uno de los pilares básicos de nuestra plataforma y goza de la máxima prioridad para nosotros. Lo mismo ocurre tanto con las citas en persona y el stream de En vivo. Nuestros usuarios pueden compartir información y contenidos («contenidos») con los demás usuarios mediante fotos, texto, mensajes de chat y el stream de En vivo, así como publicarlos en nuestra plataforma.

La conducta y la comunicación entre los usuarios deben ser adecuadas. El derecho de un usuario a ser tal como es termina donde viola los derechos de los demás usuarios o se convierte en ilegal. Además, existen unas normas generales de conducta que establecemos como proveedores de la plataforma para que la experiencia de las citas y el stream de En vivo sea adecuada. Por ejemplo, no permitimos los contenidos ilegales o inadecuados. Por tanto, en el marco de la ley vigente, las Condiciones de uso y estas Normas de la comunidad, moderaremos dichos contenidos ilegales e inadecuados. Para ello, haremos uso de nuestro derecho de eliminar dichos contenidos, en especial fotos o textos, y de bloquear o expulsar total o parcialmente a los usuarios. Estas medidas se aplicarán a las denuncias de los usuarios. También se aplicarán si el operador de la plataforma tiene conocimiento de la existencia de contenidos ilegales o inadecuados por sus propios medios.

Conocemos nuestra responsabilidad como operadores de la plataforma y tomamos las decisiones con atención, sin arbitrariedad, de manera objetiva, salvaguardando siempre el principio de proporcionalidad y teniendo en cuenta todas las circunstancias individuales. Al tomar decisiones, consideramos los intereses en conflicto y los derechos fundamentales de los usuarios. Justificamos todas las decisiones y todos los usuarios afectados tienen derecho, entre otros, a recurrirlas.

A continuación, explicamos a nuestros usuarios qué contenidos y qué conductas son ilegales e inadecuadas. Asimismo, se exponen las posibles medidas que tomaremos en caso de que se produzcan contenidos ilegales e inadecuados. Después, aclaramos cómo pueden denunciar los usuarios contenidos ilegales o inadecuados. Por último, informamos sobre las opciones de reclamación y apelación a nuestras decisiones.

2. Illegal and inappropriate content

We as operators of the Platform shall not tolerate any illegal or inappropriate content on our Platform. In the following, we outline rules of conduct and provide users with an overview of the content and conduct that we do not tolerate:

3. Minors and images of minors

Users must be at least 18 years of age to use our Platform. Any use of our Platform by minors is prohibited.

Content (in particular images) that shows minors (under 18) in a profile picture is prohibited on our Platform. In all images other than the profile picture, minors must be made unrecognizable. Furthermore, minors must always be fully clothed.

4. Appropriate profile, gallery and verification photos

General – Applies to all images:

Images must be appropriate. They must meet the requirements set out in these Community Guidelines. A profile picture must convey an authentic image of the user to others in order to enable a satisfactory dating experience. In general, users should pay attention to good technical quality with sufficient image resolution. All images must be genuine and taken under adequate lighting conditions.

The following are prohibited in addition to the requirements set forth in these Community Guidelines:

Screenshots, images of photos and/or screens.
Images created or altered by AI or similar technical means (face morphing, filters, etc.).
Images depicting the consumption of alcohol, cigarettes, hookahs, etc.
Multiple use of images on different profiles.

Furthermore, the following requirements apply to profile pictures and gallery images:

Profile picture:

Only the person who created the profile is to be visible in the picture.
Group pictures are not permitted as profile pictures.
The entire face must be visible without distortion, filters, or image manipulation.
Obscuring the face with hair, hats/caps, cell phones, sunglasses, collages, etc. is not allowed.
No text may be visible in the profile picture.

Gallery images:

Group pictures are allowed, provided that:

The people pictured with the person who created the profile have consented to the publication of the photo.
Any minors depicted are fully clothed and their faces have been made unrecognizable.

Verification photo:

As the operator of the Platform, we perform a verification check to ensure a legitimate dating experience. For this purpose, we perform an internal review of what we call the “verification photo”. LOVOO will not publish the verification photo on its Platform.

The verification photo must be taken by the person who created the profile and must be genuine. The person in the verification photo must match the person visible in the profile picture. Any manipulation of the verification photo by AI, filters, technical programs or other means is prohibited and will result in the profile being blocked. Care must be taken to ensure adequate quality and full and unambiguous recognizability of the person in the image (the face must be fully visible, the resolution must be adequate, and the lighting conditions must be good). The required information must be legible and handwritten on paper. Furthermore, verification photos are also subject to all of the rules in these Community Guidelines. If these requirements are not met, the verification photo will be rejected. In this regard, we would like to remind you that only one profile per person is allowed pursuant to our Terms of Use. Attempting to use a verification photo more than once for different profiles constitutes a violation of our Terms of Use.

5. Identity fraud, fraudulent behavior (including scams) and improper use

Fraudulent behavior and fraudulent content are prohibited on our Platform. This includes, in particular, the dissemination of content that is intended to mislead other users with untrue facts in order to gain an advantage for oneself, which does not necessarily have to be of a monetary nature. For example, we consider it inappropriate to deceive other users with the intention of misleading them via a falsehood in order to gain an advantage in the search for a partner or for any other reason. This prohibition applies to both bots, which are prohibited on our Platform, as well as individuals or users.

This prohibition includes, but is not limited to, the impersonation of a false identity, false information (e.g., by creating multiple profiles or a single “fake profile” or fake information about a user), or the faking of financial hardship in order to obtain monetary payments or other benefits (“scams”, “romance scams”, “marriage scam”).

Furthermore, we do not tolerate the fraudulent acquisition of free memberships through the systematic creation of new profiles.

Offensive searches for sexual adventures, affairs, a surrogate mother, or a sperm donor also constitute a violation of these Community Guidelines.

Finally, we also assume that if multiple contracts are concluded, used, and then subsequently revoked (“multiple revocations”), that this constitutes unreasonable behavior. We consider it unreasonable if the contract is revoked more than twice within three months after the corresponding use of what are in fact paid services.

6. Advertising and spam

Our Platform is designed to facilitate communication for the purpose of dating. The use of our Platform for other purposes is prohibited. Any advertising or spam for products, services or other platforms or companies is therefore prohibited. In particular, the following are not permitted:

Posting messages, images, profile entries or streams that are intended to advertise goods or services to other users, including the distribution of spam.
Posting entries, text, images, chat messages or contact requests that include contact information such as one’s full name, address, phone number or social media information, email address, membership or profile status, etc. in one’s profile. As an exception, the sharing of social media information is allowed exclusively in LOVOO Live via the Social Connect feature.
Requests asking for contact information.
Job offers and other opportunities to earn money.
Advertising and offers for the sale of goods and services.
Attempting to solicit or entice users to other platforms and social networks.
Advertising for contests, gift promotions, or lotteries/gambling.
Sending (initial) messages or messages via video chat at an inappropriately high frequency, via copy-and-paste, or chain letters.

7. IT and data security

Any actions or attempts by users or bots that could compromise the IT security of our Platform or the privacy of our users are strictly prohibited. The security of our users’ information is of the highest priority. In particular, the following is not permitted:

The automatic registration of accounts or the automatic, systematic or programmatic posting of content.
Uploading or transmitting malicious code, software viruses, malware or other harmful computer code, files or programs, harvesting data or using similar data collection or extraction techniques.
Sending phishing messages to other users.
Otherwise influencing the availability of the offerings on our Platform to the detriment of other users (e.g. by placing a disproportionately high load on the servers through non-conventional data transfers).
The registration of bots and other automated mechanisms, including their activities.
The interception of emails/messages.

8. Hate speech, racist and terrorist content

Hate has no place on our dating platform. For this reason, we do not tolerate any content that incites or displays violence or hatred against individuals or definable or specific groups based on their ethnic origin, religion, disability and health status, age, nationality, sexual orientation, gender, gender identity, caste, immigration status, or similar characteristics or attributes associated with systematic discrimination or exclusion. For example, the following shall not be tolerated:

Content with which a user suggests that a particular group (e.g., people belonging to a particular religious community) is inhuman, inferior, or deserving of contempt or hatred.
Content with which a user suggests that a particular group (e.g., people belonging to a particular religious community) is inhuman, inferior, or deserving of contempt or hatred.
Content that is intended to convince others that individuals should be hated or discriminated against because they belong to a particular group.
Content that promotes materials, behavior, or symbols, such as flags and insignia which are associated with groups that are irreconcilable with our constitutional values and free democratic basic order (e.g., the swastika).
Right-wing or left-wing extremist content.
Politically extreme statements or content.
Politically extreme statements or content. This includes content that incites acts of terrorism or violence or glorifies terrorist acts.
Content related to terrorist regimes/terrorism.
Party political content.
Content that incites violence or the killing of other people, or threatens to do so to other people or users.
Content that publicly incites people to commit crimes.

9. Insults and defamation

Freedom of expression and tolerance are among the most important fundamental rights and freedoms – on our Platform as well However, there are limits to freedom of expression and tolerance when content is offensive, humiliating, defamatory, threatening, denigrating to a religious denomination, or libelous. For example, the following shall not be tolerated:

Insults, i.e. defamatory content towards another user.
Insults or untrue and defamatory statements made by a user to another person about a third party.
Threatening to commit a crime or violence against another user or one of their close relatives.
Insulting denominations, religious communities or ideological associations.
Insulting denominations, religious communities or ideological associations.

10. Child pornography/child abuse

Any child pornography or content that incites, depicts, or mentions the abuse of children is also strictly prohibited on our Platform. If we become aware of such content, we will also immediately notify the appropriate governmental authorities, particularly law enforcement and public safety agencies, of such content and conduct.

11. Child endangerment and sexual exploitation

Any content that sexualizes minors (persons under the age of 18) or promotes or glorifies the sexual exploitation of minors or children is strictly prohibited. If we become aware of such content, we will also immediately notify the appropriate governmental authorities, particularly law enforcement and public safety agencies, of such content and conduct. For example, the following are prohibited:

Visual depictions of a minor involved in sexually explicit or sexually suggestive acts.
Pictorial, computer-generated, or other depictions of minors in a sexually explicit context or during a sexually explicit act.
Links to third-party providers that present material depicting the sexual exploitation of minors or children.
Fantasies about the sexual exploitation of minors or children, or encouragement to sexually exploit minors or children.
Expressing a desire to receive material that involves the sexual exploitation of minors or children.
Recruiting, soliciting, or expressing interest in: (i.) A commercial sexual act with a minor or child; or (ii.) Harboring or transporting a minor or child for sexual purposes.
Identifying suspected child victims of sexual exploitation by name or photograph.

In addition, any actions by users that are intended to recruit vulnerable persons or persons under the age of 21 to engage in, among other things, prostitution, other sexual acts, or slavery are prohibited.

12. Pornographic and sexualized content

Pornographic and sexualized content are not permitted on our Platform. We want to provide our users with an enjoyable dating experience. We understand prohibited pornographic and sexualized content to include, among other things:

Any content with sexual acts as well as pornography in any form or appearance.
The depiction of nudity, insofar as it is objectively for the purpose of sexually arousing other users. This is the case, for example, when the genitals, buttocks, or breasts are fully or partially exposed or shown in close-up.
The depiction or dissemination of suggestive poses or inappropriate or excessively skimpy clothing.
The depiction of sex toys or offensive fetishes, including any form of infantilism.
Content that describes or encourages, for example, necrophilia or bestiality. This also applies to depictions of sexual or sexualized acts in connection with human- or animal-like beings or avatars (e.g., in hentai, comics, anime, or other digital forms of depiction and animation).
Content in which sexual acts (including sexualized communication, such as through “sexting”), escort services, or similar services are offered or solicited in exchange for payment or remuneration in the form of cash, gifts, financial support, or other monetary benefits.
Content that simulates sexual acts or offers them in return for payment.

13. Inappropriate, offensive and vulgar content

Offensive or vulgar content, even if it is not pornographic or sexualized in nature, is prohibited on our Platform. This applies in particular to:

Profanity and insults. This applies regardless of the form of expression (e.g. text, emojis, images, graphics, collages, speech or gestures).
Bloodthirsty or violence-glorifying content. For example, any content that graphically or textually depicts death, violence, torture, surgical procedures or open wounds, serious injury or the mutilation of humans or animals is prohibited. The same applies to content and the depiction of blood, other bodily fluids or feces. This applies even if the depiction takes place on human- or animal-like creatures or avatars.
Content with accident scenes, exposed internal organs or bones, and severe physical injury, including visible wounds, broken bones, etc.
Content that is directed at users to incite fear or fear-inducing prejudice against a group of people, including allegations that members of a group are engaged in dangerous or illegal activities (e.g., “all are terrorists”).
Content that contains racist terms, slurs, racist and sexist (graphic) expressions, or other derogatory material.
Content that contains humiliation and negative prejudice directed at users, people, and identifiable groups of people.
Denial of a significant tragic event (e.g., the Holocaust or the events surrounding the terrorist attacks of September 11, 2001).
Insensitivity to the death by suicide, overdose, natural causes, etc., of a real person or identifiable group of people.
Anti-gender or homophobic behavior.
Begging for money and other benefits.

14. Dangerous activities or products

Any content that contains dangerous activities or products is prohibited on our Platform. This generally has nothing to do with a dating experience. In particular, such prohibited content includes:

Activities and products that can objectively be classified as dangerous. Conducting live streams (streaming) while driving a vehicle (e.g., a motor vehicle or bicycle) is also dangerous behavior and is not permitted on our Platform.
Content containing explosives, firearms, other weapons or other dangerous tools (e.g., paintball guns, bows, knives, bombs, etc.), military equipment, or weapons accessories (e.g., ammunition).
Any content involving illegal intoxicants or narcotics (e.g., depictions of alcohol abuse, drugs, medication abuse, or other mind-altering substances or drug paraphernalia).
Content with behavior that is objectively suitable for promoting self-harm, eating disorders, or other acts of self-harm or suicide.

15. Illegal or inappropriate goods and services; prostitution and gambling

We do not tolerate any content with illegal or inappropriate goods and services; prostitution and gambling on our dating platform. This applies in particular to:

Human trafficking.
Prostitution or other sexual services, including offers made for this purpose.
Illegal gambling.
The sale of illegal goods and drugs.

Which goods and services are considered illegal depends on the applicable law between the user and us.

16. Content that infringes upon copyright and other industrial property rights

Every user must be authorized to use the content that they use. In particular, the content must not infringe upon copyright and other industrial property rights of third parties. These include copyrights, the protection of trade secrets, patent rights and trademark rights. Use of this content may be lawful if, among other things, the rightsholder consents and the user can prove this in cases of doubt.

17. Violations of the privacy of other users

Fair communication on our Platform can only take place if the privacy and personal information of other users or individuals is respected. If the content contains data (such as photos) pertaining to other users or persons, each user should check whether this is permitted (e.g. by obtaining the express and verifiable consent of the user concerned). In particular, violations of the privacy of other users or individuals include:

Posting images that show people other than the profile user without their consent. The same applies to the publishing of voice recordings.
Publishing chats or texts that contain information about people other than the profile user.
Content containing nude images of other people.
Content that contains the contact information of other users or individuals, such as an email address or phone number.

18. Depiction of violence

Our Platform serves to enable a dating experience. As such, all forms of violence or the depiction of violence are prohibited. Content that depicts violence against humans, human-like creatures (e.g., computer-generated characters), or animals is not permitted. This applies in particular to:

Content containing violent or gory material, such as death, violence, surgical procedures, or injury to humans or animals, including eating disorders or choking games.
Content with violent confrontations.
Content that contains the torture, killing, or injury of animals.

Wishing physical harm, death or illness upon a user, other people or an identifiable group is also prohibited. Promoting, inciting or encouraging suicide or self-harm is also prohibited.

19. Bullying and stalking

Every user must respect the wishes of other users. The sustained harassment of other users or inciting others to do so is prohibited. Alone the attempt to bully, persistently harass, stalk or intimidate is prohibited on our Platform. This applies in particular to:

Content sent to a user that contains unwanted sexual content, objectifies someone in a sexually explicit manner, or otherwise involves sexual misconduct.
Sending intrusive chat messages multiple times even though the other user does not respond.
Repeated profile visits despite being blocked.
Creating new profiles after being banned by us for the purpose of contacting another user again.

20. Coercion and blackmail

Coercive and extortionate content is prohibited. This applies in particular to:

Announcements by a user to another user that if the victim does not meet the user for a date, their revealing pictures will be posted publicly.
Threatening to publish private images unless the victim pays a specified sum of money.

21. Misuse of the reporting feature

Todos los usuarios tienen la posibilidad de informarnos sobre contenidos ilegales e inapropiados dentro de nuestra plataforma. Sin embargo, no está permitido hacer un uso indebido de la opción de denuncia. El envío repetitivo de denuncias o quejas manifiestamente infundadas puede acarrear consecuencias en nuestra plataforma. Te informaremos o advertiremos antes de tomar una decisión.

El uso indebido de la opción de denuncia se determina, en particular, por el número de denuncias o quejas manifiestamente infundadas en un determinado periodo de tiempo. Sin embargo, solo se considerará abuso, por ejemplo, realizar múltiples denuncias infundadas mediante el botón de denuncia, si las denuncias o quejas son manifiestamente infundadas, es decir, si es evidente para nuestro equipo de moderación que no hay contenido inapropiado o ilegal. En caso contrario, investigaremos cada denuncia más a fondo. Si estas denuncias o quejas manifiestamente infundadas se presentan varias veces en un determinado periodo de tiempo, se considerará abuso. El abuso tendrá como consecuencia el bloqueo temporal o -dependiendo de la gravedad- permanente de nuestro servicio.

Consecuencias de la violación de la normativa de la comunidad

Estas Normas de la comunidad se aplican tanto mediante nuestro equipo de moderación cualificado y experimentado como con las denuncias de los usuarios. A la hora de aplicar las medidas de moderación, por lo general aplicamos una combinación de controles manuales y asistencia informática.

1. Opciones de denuncia

Hemos puesto en marcha un procedimiento de denuncia digital que permite a cualquier usuario denunciar en cualquier momento contenidos ilícitos o que constituyan una infracción de estas Normas de la comunidad. Los usuarios registrados pueden denunciar con el botón de denuncia de nuestra plataforma. De este modo, todos los usuarios registrados pueden realizar denuncias de forma fácil y segura. Las personas, organizaciones y autoridades no registradas también pueden enviar un correo electrónico, utilizar nuestro formulario de contacto o ponerse en contacto con nosotros de cualquier otra forma. Siempre confirmaremos la recepción de una denuncia.

2. Nuestro proceso de toma de decisiones

Nuestro equipo de moderación comprobará la denuncia o el contenido denunciado. En determinadas circunstancias, le preguntará al usuario denunciante si tiene alguna duda sobre una denuncia o si los hechos siguen sin estar claros. Nuestro equipo examina y decide sobre la información (denunciada) con prontitud, detenimiento, sin arbitrariedades, de forma objetiva o imparcial y teniendo en cuenta los intereses mutuos de los usuarios. En particular se consideran la libertad de expresión y el derecho al libre desarrollo de la personalidad, reconocidos en la Carta de los Derechos Fundamentales de la Unión Europea. Estos intereses se sopesan frente a los intereses de protección de terceros. Como es natural, se respetan las leyes aplicables y las disposiciones de las presentes Normas de la comunidad.

Si tenemos conocimiento de contenidos ilegales o que infrinjan estas Normas de la comunidad, eliminaremos estos contenidos y -en función de la gravedad de la infracción- advertiremos, bloquearemos temporal o permanentemente, de forma parcial o total, o pondremos fin a la relación con el usuario por causa justificada o sin previo aviso y prohibiremos que se vuelva a registrar durante un periodo de tiempo razonable o de forma permanente. En la sección En vivo, la infracción de un usuario puede conllevar -dependiendo de la gravedad de la infracción- la exclusión del reparto de ingresos. Bloquearemos de forma permanente a los usuarios o rescindiremos la relación contractual, sobre todo en el caso de contenidos ilegales, es decir, infracciones de leyes como la pornografía infantil. Por lo demás, las consecuencias se evaluarán en función de los siguientes criterios (i.) la gravedad y naturaleza de la infracción, (ii.) los derechos fundamentales del usuario afectado, (iii.) los intereses de protección de terceros, (iv.) la ley y (v.) la frecuencia, la conducta previa del usuario y la revisión. Aseguraremos los incidentes y/o contenidos denunciados que sean ilícitos o infrinjan nuestras Normas de la comunidad con fines probatorios de conformidad con la normativa sobre protección de datos. Si se denuncian mensajes de chat, se pondrán a disposición de nuestro equipo de moderación para que pueda revisarlos.

Informaremos al usuario afectado de nuestra decisión por correo electrónico al mismo tiempo que se adopta la medida si esta afecta al contenido. Expondremos los motivos de nuestra decisión e informaremos al usuario sobre los posibles recursos legales contra esta decisión. Debido a la finalidad de la Ley de servicios digitales, en particular en cuanto a contrarrestar la difusión de contenidos ilegales, no incluiremos en el mensaje el contenido que sea ilegal o infrinja nuestras Normas de la comunidad. En su lugar, lo describiremos para que el usuario pueda identificarlo.

Si tenemos conocimiento de información que infunda sospechas de que se ha cometido, se está cometiendo o podría cometerse un delito que suponga una amenaza para la vida o la seguridad de una o varias personas, informaremos de inmediato a las autoridades policiales, judiciales o de seguridad y les facilitaremos toda la información pertinente de que dispongamos.

Además, informaremos al usuario denunciante de nuestra decisión aunque no hayamos tomado ninguna medida en cuanto al contenido denunciado, ya que este también tiene derecho a tomar medidas legales.

3. Directrices, procedimientos, medidas y herramientas que utilizamos

Nuestro proceso de toma de decisiones se basa, en particular, en las Condiciones de uso y en estas Normas de la comunidad.

Por regla general, nuestro equipo de moderación comprueba si el contenido es ilegal o infringe nuestras Normas de la comunidad. Utilizamos herramientas de moderación digital para facilitar y acelerar nuestro proceso de toma de decisiones. Los mensajes de texto privados y los textos publicados por el usuario, como el nombre de usuario, los textos contenidos en una imagen, los textos de «Acerca de mí» y las preguntas de perfil, se clasifican automáticamente mediante reconocimiento de patrones o se analizan en busca de metadatos para detectar infracciones de estas Normas de la comunidad. Dependiendo de la infracción, nuestro equipo de moderación bloqueará al usuario automáticamente y de forma inmediata (también eliminará su contenido), le solicitará la verificación por foto o realizará una revisión individual y tomará una decisión al respecto.

Las imágenes que suben los usuarios pasan por un software de reconocimiento de imágenes diseñado para detectar automáticamente las infracciones de estas Normas de la comunidad. Las infracciones graves de nuestras Normas de la comunidad darán lugar a la eliminación automática del contenido y al bloqueo del usuario. Nuestro equipo de moderación revisará las demás infracciones de forma individual y manual y tomará una decisión al respecto.

Todas las decisiones que se tomen porque se sospeche que un contenido cargado infringe estas normas se comunicarán al usuario explicándole los motivos e informándole sobre los recursos legales.

4. Opciones para recurrir una decisión

El usuario afectado dispone de varios recursos legales contra nuestra decisión. Le informaremos al respecto por correo electrónico al comunicarle nuestra decisión. El usuario, así como las personas u organizaciones denunciantes, además de las personas no registradas, pueden recurrir cualquier decisión en nuestro sistema interno de gestión de reclamaciones en un plazo de 6 meses a partir de nuestra decisión. Los usuarios, incluidas las personas u organizaciones denunciantes, así como las personas no registradas, pueden utilizar para tal fin el formulario al que se puede acceder a través del enlace que figura en la información sobre recursos legales del correo electrónico con los motivos de la decisión. Nuestro «Internal Complaint Team» tramitará la reclamación de forma individual, rápida, no discriminatoria, cuidadosa y libre de arbitrariedad. La organización de nuestro «Internal Complaint Team» está formada por personas distintas de nuestro equipo de moderación. Si la queja es admisible y tiene fundamento, revocaremos la decisión.

Si un usuario, incluidas las personas u organizaciones denunciantes, con domicilio o residencia habitual en un Estado miembro de la Unión Europea, se ve afectado por una decisión del «Internal Complaint Team», así como en el caso de reclamaciones que no hayan podido resolverse mediante el sistema interno de gestión de reclamaciones, podrá optar por un órgano extrajudicial de resolución de conflictos certificado.

Independientemente del sistema interno de gestión de reclamaciones y del órgano extrajudicial de resolución de conflictos certificado, todos los usuarios son libres de hacer uso de los recursos legales.