Last updated: May 11, 2026
Dispute Resolution
This policy describes the channels and procedures available for resolving any controversy arising in connection with the ZonaCNC Platform.
D.1 Dispute between seller and ZonaCNC
Any professional seller may file a claim against a decision by ZonaCNC (suspension, ad rejection, service retention, term modification) by writing to reclamaciones@zonacnc.com.
ZonaCNC undertakes to respond with a reasoned reply within a maximum period of 15 calendar days.
In accordance with Article 1.3 of EU Regulation 2019/1150 (P2B) and Recommendation 2003/361/EC, VELETA is considered a micro-enterprise and is exempt from the formal obligations of Article 11 (internal complaint system) and Article 12 (appointment of mediators). The indicated channel is offered voluntarily as a good faith mechanism.
D.2 Dispute between buyer-consumer and ZonaCNC
Buyers acting as consumers have at their disposal:
- Direct claim to reclamaciones@zonacnc.com, with a response within 15 days.
- European Commission ODR Platform: ec.europa.eu/consumers/odr.
- National Consumer Arbitration Board or competent regional consumer authority.
- Ordinary jurisdiction of the consumer's domicile.
ZonaCNC is not currently affiliated with a consumer arbitration system. Submission to arbitration will require express agreement between the parties.
D.3 Dispute between buyer and seller
The purchase contract is entered into directly between the buyer and the seller. ZonaCNC is not a party and assumes no liability for contractual breaches between them.
Without prejudice to the foregoing, ZonaCNC offers voluntary mediation through mesa@zonacnc.com. Mediation is governed by the following principles:
- Voluntariness for both parties.
- Good faith and confidentiality.
- Impartiality of ZonaCNC.
- Non-binding unless expressly agreed and signed by the parties.
- Free of charge for both parties.
D.4 Deadlines
| Type of claim | Acknowledgment of receipt | Resolution |
|---|---|---|
| Seller/buyer claim to ZonaCNC | 24 business hours | 15 calendar days |
| Notification of illegal content (DSA art. 16) | 24 business hours | 5 business days |
| Buyer-seller mediation (voluntary) | 48 business hours | 30 calendar days |
| Request for human review of automated moderation | 24 business hours | 10 calendar days |
D.5 Cooperation with authorities
ZonaCNC will cooperate with competent authorities through the ordinary procedure of official request. Requests must be addressed to legal@zonacnc.com.
D.6 Applicable law and jurisdiction
Relations between professionals are governed by Spanish law and are subject to the Courts and Tribunals of Fuenlabrada (Madrid). Relations with consumers are governed by the law of the consumer's residence, without prejudice to the competent jurisdiction in accordance with Regulation (EU) 1215/2012.
