Complaints & Alternative Dispute Resolution (ADR)
This page explains how private consumers can
- raise a complaint with BOTSMIT and
- if we cannot resolve the matter—use a neutral, low-cost dispute-resolution body.
(Business customers may still contact us, but statutory ADR schemes apply only to consumers.)
1. How to Submit a Complaint to BOTSMIT
| Step | What to do | Our response time |
|---|---|---|
| Step | What to do | Our response time |
| 1 | E-mail info@botsmit.com – Subject: Complaint + your Order ID – Describe the issue, attach photos / videos / invoice copy. | We acknowledge receipt within 2 business days. |
| 2 | If you prefer post: BOTSMIT Complaints Desk Lastādijas iela 12 k-3 Rīga, LV-1050, Latvia | Postal complaints are logged the day they arrive. |
| 3 | We investigate (technical logs, courier data, repair notes). | Written outcome & proposed solution within 15 calendar days. |
| 4 | If you accept → we implement (refund, re-repair, explanation). | |
| 5 | If you reject → you may escalate to ADR (see Section 2). |
Tip: most problems (delays, parcel tracking, warranty queries) are solved at Step 3.
2. Alternative Dispute Resolution Options
2.1. EU ODR Platform (online)
Under Regulation (EU) 524/2013 we must provide this link:
https://ec.europa.eu/consumers/odr
If you file through ODR, please select “Latvia – PTAC” as the dispute body and include our e-mail complaints@botsmit.com so the platform forwards the case.
2.2. Latvian Consumer Rights Protection Centre (PTAC)
- URL:https://www.ptac.gov.lv
- Address: Brīvības iela 55, Rīga, LV-1010, Latvia
- Phone: +371 654-52554
The PTAC provides mediation for consumer-trader disputes in Latvian or English. There is no fee for the consumer.
2.3. Other EU residents
If you live outside Latvia, you may also contact your national ECC (European Consumer Centre); they coordinate with PTAC free of charge.
Directory:https://www.eccnet.eu
3. Out-of-scope Cases
ADR bodies may refuse:
- Frivolous or abusive claims
- Claims already decided by a court
- Complaints older than 12 months after our final answer
- Claims exceeding the value limit set by the ADR body (PTAC currently has no monetary cap).
4. Court Proceedings
You are always free to bring a claim before the competent courts (§ 12 of our Terms & Conditions).
For consumers, jurisdiction is determined by Regulation (EU) 1215/2012 (Brussels I bis).
5. Contact
BOTSMIT – Complaints Desk
SIA 7Lines Solutions
Lastādijas iela 12 k-3, Rīga, LV-1050, Latvia
✉ info@botsmit.com • ☎ +371 28778800
(This Complaints & ADR Notice last updated: 12/05/2025)