Digital Services Act („DSA“)

Information pursuant to the Digital Services Act (DSA)

 

PUELLAvone s.r.o., with its registered office at Rovníková 1457/7, 040 12 Košice – Nad jazerom city district, Slovak Republic, Company ID 53 991 893, registered in the Commercial Register maintained by the Municipal Court Košice, section Sro, insert no. 52158/V, in accordance with Regulation (EU) 2022/2065 of the European Parliament and of the Council on a single market for digital services (hereinafter referred to as „DSA“), provides the following information regarding the provision of intermediary services.

 

1. Type of service provided

    The Company provides an intermediary service in the form of an online platform within the meaning of Art. 3 letter i) DSA, which allows service recipients to store, make accessible, and disseminate information in the form of user content, particularly through the publication of product and customer reviews.

 

2. Single points of contact (Art. 11 and 12 DSA)

    The Company has established single points of contact designated exclusively for electronic communication under the DSA, through which the Company can be contacted in matters related to the application of the DSA.

    The Company ensures that submissions received through these contact points are processed without undue delay, and at the latest within a reasonable period corresponding to the nature and complexity of the specific request.

 

• Contact point for Member State authorities, the European Commission, and the European Board for Digital Services: dsa.authorities@puellascents.com
  
  
• Contact point for service recipients (including reporting content and submitting complaints): dsa.users@puellascents.com

 

    Communication via the aforementioned contact points takes place in Slovak, Czech, or English.

 

3. Mechanism for reporting illegal content (Art. 16 DSA)

    The Company enables any natural or legal person to submit a notification of information that they consider to be illegal content within the meaning of the DSA. For this purpose, the Company has established a reporting mechanism designed to be easily accessible, user-friendly, and to allow for effective electronic submission of notifications.

This mechanism ensures that notifications containing all legally required elements can be properly assessed and that appropriate and timely measures can be taken based on them.

 

    A notification can be submitted, in particular, through the "Report Content" function, which is available directly with individual user content items (reviews), or by sending an electronic submission to: dsa.users@puellascents.com

 

    For a notification to be considered properly submitted in the sense of Art. 16 para. 2 DSA, it must contain:

1. a sufficiently reasoned explanation of the reasons why the notifier considers the content in question to be illegal,
2. a clear identification of the exact location of the content in question, particularly via a URL address,
3. the name, surname, and email address of the notifier (will not be published)

    a statement confirming that the notifier is acting in good faith and that the information provided in the notification is accurate and complete.

 

    The Company assesses notifications individually and makes decisions without undue delay; it informs the notifier of the outcome of the assessment, provided their contact details are available.

 

4. Content moderation and measures against abuse (Art. 14, 17, 23 DSA)

 

    The terms for publishing and moderating user content are regulated in the Company's General Terms and Conditions.

 

    Content moderation is carried out exclusively on the basis of an individual assessment performed by authorized persons of the Company. When making decisions on content moderation or applying measures against service recipients, the Company acts non-discriminatorily, non-arbitrarily, and with due professional care.

 

    In the event of a decision to restrict the visibility of content, its removal, or other intervention in content or an account, the Company will provide the affected service recipient with a justification for such a decision in accordance with Art. 17 DSA, which will include, in particular, the reason for the decision, its legal basis, and the type of measure taken.

 

    In accordance with Art. 23 DSA, the Company may take appropriate and proportionate measures against service recipients who repeatedly provide manifestly illegal content or submit manifestly unfounded notifications. These measures may include, in particular:

1. sending a warning about rule violations,
2. temporary suspension of the ability to add content (usually for 30 days),
3. permanent restriction or cancellation of the user account.

 

    The Company applies these measures appropriately and proportionately, taking into account the nature, severity, and frequency of violations.

 

5. Internal complaint handling system and out-of-court dispute resolution (Art. 20 and 21 DSA)

 

    A service recipient has the right to file a complaint through the internal complaint handling system against a Company decision concerning the removal or inaccessibility of information, the suspension or termination of service provision, the complete or partial suspension of an account, as well as against any other decision taken in connection with content moderation or the application of measures under the DSA.

 

    The complaint can be filed free of charge within 6 months from the date of delivery of the challenged decision, by submitting an electronic request to: dsa.users@puellascents.com

 

    The complaint should contain the identification of the challenged decision and the reasons why the service recipient considers it incorrect; if necessary, the Company may request the provision of additional information or documents necessary for a proper assessment of the complaint.

 

    The Company ensures that complaints are handled in a timely, non-discriminatory, and non-arbitrary manner, with decisions made within the internal complaint handling system subject to appropriate human review. The outcome of the complaint handling will be communicated to the complainant without undue delay, usually within 30 days of receiving the complaint.

 

    Regardless of the outcome of the internal complaint handling system, the service recipient has the right to choose a certified out-of-court dispute resolution body for the purpose of resolving a dispute related to the Company's decision under Art. 21 DSA. The Company is obliged to cooperate with this body in good faith. A list of certified out-of-court dispute resolution bodies is published by the European Commission on its website: Digital Services Coordinators | Shaping Europe’s digital future

 

6. Further information and transparency
   
   

    Review Verification:

    The Company ensures the transparency and trustworthiness of consumer reviews in accordance with Act No. 108/2024 Coll., on consumer protection, particularly § 7 para. 6 and 7, which regulate the obligations of the trader to inform whether and how it ensures that reviews originate from consumers who have actually used or purchased the product.

 

    Reviews marked with the label „Verified review“ originate exclusively from service recipients for whom the Company has verified that they demonstrably purchased the product in question through its platform. This label is assigned based on internal control mechanisms linked to purchase history.

 

    Reviews that are not marked as „Verified review“ may not originate from persons who actually purchased or used the product, and the Company does not perform verification for them in the manner indicated.

 

    Number of active service recipients (Art. 24 para. 2 DSA):

    In accordance with Art. 24 para. 2 DSA, the Company publishes information on the average monthly number of active service recipients in the European Union for the relevant period, which is:

    for the period 01/2025 – 06/2025, the average monthly number of active recipients was: 138 457

    for the period 06/2025 – 12/2025, the average monthly number of active recipients was: 159 544

 

    This figure is determined as an average over the last 6 months based on the Company's available operational and analytical data and is updated at least once a year.

 

    Transparency Report (Art. 15 DSA):

    In accordance with Art. 15 DSA, the Company publishes a transparency report at least once a year, which includes, in particular, information on content moderation, the number of notifications received, measures taken, and the use of automated tools.

 

    The Transparency Report is publicly available at the following address: Transparency Report 2025