Complaints, content and moderation

Version 1.0.0 · in force from 2026-09-06

1. Contact and service complaints

Operator and single point of contact for users and authorities: Denys Romanov, sole trader, Spanish NIF/NIE Y9622163N, Juuh, legal@juuh.com; Calle Alqueria 1, 29680 Estepona, Málaga, Spain. Support is available in Spanish and English. Messages can be received 24 hours a day, every day (Europe/Madrid). The contact route allows interaction with a person and does not depend solely on an automated system. We do not currently have a support telephone line; if one is introduced it will be published in the legal notice.

To complain, give your name and contact details, the booking if there is one, the facts, the dates, the remedy you are asking for and the relevant evidence. Do not email full copies of your identity document or health data unless we ask for them through a secure channel.

Juuh sends an acknowledgement with a reference number within one business day and gives a reasoned response within 14 calendar days, and in no case beyond the applicable legal maximum. If we need more information we will explain why; an internal issue does not by itself extend a statutory deadline.

You may use this form:

Booking or reference: … · Facts: … · Request: … · Amount in dispute: … · Evidence: … · Contact for the reply: … · Date: …

Andalusian official complaint forms. You can ask us for the official form (*hoja de quejas y reclamaciones*) by writing to legal@juuh.com: we will send it to you electronically together with instructions for filing it with the consumer authority. You can also obtain and file it directly with the consumer services of the Junta de Andalucía or with the Municipal Consumer Information Office (OMIC) in your municipality. Where a complaint is made on an official form, we respond within the ten business days provided for under the applicable regime. You do not have to exhaust our internal review before going to a body that does not require it.

Alternative dispute resolution. Juuh is not signed up to the Spanish consumer arbitration system (*Sistema Arbitral de Consumo*) or to any other accredited alternative dispute resolution body, and is not legally required to be. If a consumer complaint is not resolved, you may go to the consumer services of the Junta de Andalucía, to your municipal OMIC or to the competent consumer arbitration board; Juuh will assess taking part in a specific arbitration case by case and will tell you its decision on a durable medium. The EU online dispute resolution (ODR) platform ceased operating on 20 July 2025 and is no longer an available channel. Administrative and judicial routes remain fully available.

2. Notices of allegedly unlawful content

You may report a listing, review, message or other allegedly unlawful content to legal@juuh.com. Include its exact electronic location (the page address), a sufficiently substantiated explanation, the relevant evidence, your name and email address unless a legal exception applies, and a good-faith declaration that the information is accurate and complete to the best of your knowledge. You do not need to be a registered user.

Juuh acknowledges receipt where contact details are available and examines the notice diligently, objectively and proportionately. It may ask for clarification and restrict content where there is a basis to do so; a commercial disagreement alone does not automatically make a listing unlawful. The notice given to whoever published the content includes, where legally required, the facts, the legal or contractual basis, the scope, the duration, whether automated processing was used and the routes of appeal. Statutory confidentiality and safety exceptions are preserved.

3. Moderation and review

Grounds for action: illegal listings or listings published without authority to rent, safety risks, fraud, impersonation, threats, harassment, unlawful discrimination, fake reviews, intellectual property infringement and unjustified disclosure of other people's data.

Possible measures: asking for a correction, limiting a listing, removing content, suspending a function or terminating an account where that is proportionate.

How decisions are made. There are automated signals: the booking risk assessment and, when enabled, an automated analysis of chat messages that runs on Juuh's own infrastructure. Those signals flag a case; the decision to remove content, restrict a listing or suspend an account is taken by a person, who examines the evidence and communicates the outcome with its reason. The processing is described in the Privacy Policy.

Review. You may ask for a decision to be reviewed by writing to legal@juuh.com within six months of being notified of it. This channel is offered contractually; we do not claim that every Digital Services Act obligation applies to a microenterprise. The review is carried out by a person other than the one who decided, where that is possible, considers the evidence and communicates an outcome. Broader legal rights and deadlines remain untouched. Business Hosts additionally have the safeguards in the Host agreement.

4. Equality, accessibility and related policies

The rules on equal treatment and reasonable adjustments are set out in the Non-Discrimination Policy, which forms part of this procedure for all purposes.