Privacy Policy

4. Booking with Third Party Suppliers through CyberHostel

4.1 CyberHostel offers you the ability to search for, select, and book travel services with third-party suppliers without leaving the CyberHostel Site. By booking via the CyberHostel Site, you acknowledge that you accept the practices described in Our Data Protection Notice and these Terms. In addition, you warrant that you are 18 years of age or older, that you possess the legal authority to enter into these Terms and use the CyberHostel Services in accordance with these Terms, and that all information you supply is true and accurate. You further agree that you will use the CyberHostel Services only to make legitimate reservations for you or others for whom you are legally authorised to act.

4.2 As a user of the CyberHostel Services, you understand and agree that: (a) neither CyberHostel or its affiliates will have any responsibility to you or other for any unauthorised transactions made using your account or account password; and (b) the unauthorised use of your account or account password could cause you to incur liability to CyberHostel or its affiliates.

4.3 When you book a travel service facilitated by CyberHostel, your payment information will be collected and transmitted to the supplier of that travel service to complete the transaction, as described in Our Data Protection Notice. Please note that the travel service provider, not CyberHostel, is responsible for processing your payment and fulfilling your reservation.

4.4 CyberHostel will not interfere with travel service bookings, but reserve the right to withdraw the CyberHostel Services, including Our travel service booking facilitation services because of certain extenuating circumstances, such as when a travel service is no longer available or when We have reasonable cause to suspect that a travel service booking request may be fraudulent. CyberHostel also reserve the right to take steps to verify your identity to process any booking request. In the unlikely event that a reservation is available when you place an order but becomes unavailable prior to check-in, your sole remedy will be to contact the travel service supplier to make alternative arrangements or to cancel your booking.

4.5 CyberHostel is not a travel agency and do not provide or own the travel services. accommodations, restaurants, tours, activities or experiences. Although We provide the CyberHostel Site with information about travel services and facilitate bookings, such actions do not in any way constitute CyberHostel's sponsorship or approval of such third party suppliers, or any affiliation between CyberHostel and any third party supplier. Although CyberHostel users may rate and write reviews of particular travel services based on their own experiences, CyberHostel does not endorse or recommend any travel services. You agree that CyberHostel is not responsible for the accuracy or completeness of information it obtains from third party suppliers and/or that is displayed on the CyberHostel Site. CyberHostel does not endorse any content posted, submitted or otherwise provided by any user or business, or any opinion, recommendation or advice expressed therein, and CyberHostel expressly disclaims any and all liability in connection with such content. You agree that CyberHostel is not responsible for the accuracy or completeness of information it obtains from third-party suppliers and display on the CyberHostel Services.

4.6 If you make a booking with a travel service provider, then in addition to these Terms, you agree to review and be bound by the travel service provider’s terms and conditions of purchase and website use, privacy policy and any other rules or policies related to the supplier’s site or property. Your interactions with third-party suppliers are at your own risk. Occasionally a travel service provider may make a change to their product after your purchase, including but not limited to the date, price, inclusions, coverage, age requirements, and/or any other features and/or requirements. As a result, CyberHostel reserves the right to cancel, change or substitute any booking you have, at any time, for any reason. If the change proposed by the travel service provider is material (for example, a change in dates and/or a significant change to the itinerary), and you are dissatisfied with the alternative that is offered, you will be entitled to a full refund of the original purchase price.

4.7 CyberHostel will have no liability with respect to the acts, omissions, errors, representations, warranties, breaches or negligence of any third-party suppliers or for any personal injuries, death, property damage or other damages or expenses resulting from your interactions with third-party suppliers. The CyberHostel Services may link you to supplier sites or other sites that CyberHostel does not operate or control. For further information, please refer to the “Intellectual Property Rights and Web-links” section below.

5. Liability and Disclaimers

5.1 In the event of a problem arising with your accommodation or other travel services, you should contact the travel services provider. If you have a problem with the booking that you have made via the CyberHostel Site please contact us directly via info@cyberhostelpt.com.

5.2 We are acting solely as agent on behalf of the travel service provider (and not as your agent) when processing bookings. As such, We are not a party to the contract between you and the travel services provider for the provision of travel services (including accommodation and cancellations) and We have no responsibility or liability to you in respect of the terms of that contract. For example, We are not responsible for: (a) the accuracy or completeness of the descriptions of accommodation and other travel services (including rates, availability and ratings) that are displayed on the CyberHostel Site, or the quality or fitness for purpose of the accommodation and other travel services that are or may be booked through the CyberHostel Site; (b) the fulfilment of a booking made through the CyberHostel Site, including any acts or omissions of travel services providers, any cancellation of a booking by a travel services provider for any reason whatsoever or any failure to provide all or any part of the booked service by that provider; or (c) any error or failure in the making or recording of a booking which is due to any circumstances that are outside Our control (such as a power failure).

5.3 Neither We nor any of Our directors, employees, affiliates or other representatives will be liable to you (or any member of your corporate group, your affiliates or any other person or party who has an interest in the booking) for: (i) indirect, punitive, special or consequential loss or damages, (ii) loss of data, income, profits, business, opportunity, reputation, goodwill or (iii) loss of or damage to property, in each case arising out of or in connection with the use of any information, products, services, facilities and/or the materials offered through the CyberHostel Site, even if We have been advised of the possibility of such loss or damage, or such loss or damages were reasonably foreseeable.

5.4 Our maximum aggregate liability to you (and any other party that has an interest in the booking) in relation to any booking made through us (whether in contract, tort or otherwise) shall be limited solely to the value of the booking fee that has been paid for that booking. Prior to making a booking, you should ensure that you have reviewed the travel services provider's terms and conditions and that they are acceptable to you.

5.5 We have not visited all the accommodation listed on the CyberHostel Site and We do not carry out routine checks of the accommodation. The listing of any travel services (including accommodation) on the CyberHostel Site is not and should not be taken as a specific recommendation from us or a representation that the travel services will be suitable for your purpose or that the travel services will be of any particular quality.

5.6 Save as otherwise set out in these Terms, and to the greatest extent permitted by applicable law, all representations, warranties and conditions, including those implied by statute or otherwise, are hereby excluded, including without limitation representations, warranties or undertakings about any of the services, facilities, information and/or materials on the CyberHostel Site, including without limitation, their accuracy, their completeness or their merchantability, quality or fitness for a particular purpose. The CyberHostel Site are provided strictly on an "as is" basis and, in particular, We do not warrant that the information published on the CyberHostel Site will be error-free or that the CyberHostel Site will be virus or bug-free.

5.7 Nothing in these Terms shall operate to exclude or limit liability arising out of: (a) fraud or fraudulent misrepresentation; or (b) death or personal injury.

6. Credit and Debit Card Security

6.1 We make reasonable efforts to ensure that all credit card and debit card transactions carried out via the CyberHostel Site are secure. HOWEVER, if unauthorised charges appear on your credit card or debit card statement for any card used on the CyberHostel Site at any time during or after you make your booking, conduct your transaction or disclose your card details on the CyberHostel Site, CyberHostel shall not be liable or responsible in any way in respect of any damage or loss of whatsoever nature suffered by you arising from or in any way connected with said use, transaction or disclosure, save where such unauthorised charges appear as a direct result of Our negligence and subject to any statutory rights which you may have.

7. Intellectual Property Rights and Web-links

7.1 The information, content, software, graphics, text, sounds, images, buttons, trademarks, service marks, trade names, logos and the software required for Our services used by or contained in the CyberHostel Site (“Materials”) are owned by CyberHostel and protected by copyright, trademarks, database rights, and any other intellectual property rights. You agree that We or Our licensors (as the case may be) exclusively retain all right, title, interest and intellectual property rights in and to the Materials (including the guest reviews, translated content and the look and feel of the CyberHostel Site). We grant you a limited, revocable, non-transferable, non-sublicenseable, license to use the CyberHostel Site for your personal non-commercial purposes to access the CyberHostel Site and make bookings in accordance with these Terms (the "Limited Licence"). Save in respect of exercising your Limited Licence, you may not modify, copy, distribute, scrape, (hyper-/deep) link to, transmit, display, perform, reproduce, publish, license, promote, market, integrate, combine, create derivative works from, transfer, or otherwise use or sell any Materials (including any translations thereof and guest reviews). Other than the Limited Licence, nothing in these Terms shall be construed as transferring or granting (by implication or otherwise) to you any licence or right in or to the Materials. To the extent that you would (wholly or partly) use or combine Our (translated) content (including guest reviews) or would otherwise own any intellectual property rights in the Materials or the CyberHostel Site or any (translated) content or guest reviews, you hereby assign, transfer and set over all such intellectual property rights to CyberHostel. Any unlawful use or any of the aforementioned actions or behaviour will constitute a material infringement of Our intellectual property rights (including copyright and database rights).

7.2 The CyberHostel Site may contain hyperlinks to website operated by parties other than us. Such hyperlinks are provided for your reference only. We do not control such website and are not responsible for their contents. The inclusion of hyperlinks on the CyberHostel Site to such other website does not imply any endorsement of the material on such website or any association with their operators.

7.3 The content, information and software displayed or made available on and through the CyberHostel Site (including, but not limited to the Content), as well as the infrastructure used to provide such content, software and information, is proprietary to CyberHostel or licensed to CyberHostel by third parties and are made available for personal use only. For all content, information and software other than your Content, you agree not to otherwise modify, copy, distribute, transmit, display, perform, reproduce, publish, license, create derivative works from, transfer or sell or re-sell any information, software, products or services obtained from or through the CyberHostel Site and/or the CyberHostel Services for any commercial or competitive purpose.

7.4 Additionally, you agree not to: (a) access, monitor, reproduce, distribute, transmit, broadcast, display, sell, license, copy or otherwise exploit any content, information and software of the CyberHostel Site and/or CyberHostel Services, including but not limited to, user profiles and photos, using any robot, spider, scraper or other automated means or any manual process for any purpose not in accordance with these Terms or without Our express written permission; (b) violate the restrictions in any robot exclusion headers on the CyberHostel Site and/or CyberHostel Services or bypass or circumvent other measures employed to prevent or limit access to the CyberHostel Site and/or CyberHostel Services; (c) take any action that imposes, or may impose, in Our discretion, an unreasonable or disproportionately large load on Our infrastructure; (d) deep-link to any portion of the CyberHostel Site and/or CyberHostel Services for any purpose without Our express written permission; (e) "frame", "mirror" or otherwise incorporate any part of the CyberHostel Site and/or CyberHostel Services into any other website or service without Our prior written authorisation; (f) attempt to modify, translate, adapt, edit, decompile, disassemble or reverse engineer any software programs used by CyberHostel in connection with the CyberHostel Site and/or CyberHostel Services; (g) circumvent, disable or otherwise interfere with security-related features of the CyberHostel Site and/or CyberHostel Services or features that prevent or restrict use or copying of any Content; or (h) download any Content unless it’s expressly made available for download by CyberHostel.

8. User Generated Content

8.1 Certain parts of the CyberHostel Site may allow you or third parties to post content, reviews, messages, photos, videos, ratings, materials or other items (these being "User Generated Content"). You are solely responsible for any User Generated Content that you post or use and use them at your own risk. By using any User Generated Content, you expressly that you will not and will not assist or enable others to post, upload to, transmit, distribute, store, create or otherwise publish through the CyberHostel Site any of the following: (a) any message, data, information, text, music, sound, photos, graphics, code or other material ("Content") that is unlawful, libelous, defamatory, obscene, pornographic, indecent, lewd, offensive, harassing, threatening, abusive, inflammatory, fraudulent, invasive of privacy or publicity rights or otherwise objectionable or inappropriate; (b) content that may infringe any patent, trademark, trade secret, copyright or other intellectual or proprietary right of any party; (c) content that impersonates any person or entity or otherwise misrepresents your affiliation with a person or entity; (d) content that may infringe a third party's privacy or data protection rights; (e) viruses, corrupted data or other harmful, disruptive or destructive files; or (f) content that, in Our sole judgment, is objectionable or which restricts or inhibits any other person from using or enjoying the CyberHostel Site, or which may expose us or Our users to any harm or liability of any type.

8.2 We accept no responsibility and are not liable for any Content of any kind that is posted, stored or uploaded by you or any third party on the CyberHostel Site, or for any loss or damage caused as a result thereof. As a provider of interactive services, We are not liable for any statements, representations or Content provided by users of the User Generated Content or other public forum. Although We have no obligation to screen, edit or monitor any of the Content posted to or distributed through the User Generated Content, We reserve the right, and have absolute discretion, to remove, screen or edit without notice any Content posted or stored on the CyberHostel Site at any time and for any reason, and you are solely responsible for creating backup copies of and replacing any Content you post or store on the CyberHostel Site at your sole cost and expense.

8.3 Any use of the User Generated Content or other portions of the CyberHostel Site otherwise than in accordance with these Terms may result in, among other things, termination or suspension of your access to the User Generated Content , the CyberHostel Services and/or the CyberHostel Site. In order to comply with an order of a court of competent jurisdiction or to protect Our systems or users of the CyberHostel Site and/or CyberHostel Services, We may process and disclose any information held by us in relation to a user of the CyberHostel Site who posts or uploads inappropriate or objectionable Content including, without limitation, their name, email address, IP address, usage history, and posted Content.

8.4 CyberHostel and its affiliates may display advertisements and other information adjacent to or included with your Content on the CyberHostel Site. You are not entitled to any compensation for such advertisements. The manner, mode and extent of such advertising are subject to change without notice to you.

8.5 We may use User Generated Content in a number of different ways, including but not limited to displaying it on the CyberHostel Site, reformatting it, translating it into other languages, editing it for clarity and grammar, incorporating it into advertisements and other works, creating derivative works from it, promoting it, distributing it, and allowing others to do the same in connection with their own website, mobile properties, applications, and media platforms. By posting or distributing Content to or through the CyberHostel Site, unless We indicate otherwise, you: (a) grant us a nonexclusive, royalty-free, fully paid-up, perpetual, transferable, irrevocable and fully sub-licensable right to use, reproduce, modify, adapt, translate, distribute, publish, create derivative works from and publicly display and perform such Content throughout the world in any media whatsoever, now known or hereafter devised, for any purpose; (b) acknowledge and agree that the Content is non-confidential and non-proprietary; and (c) represent and warrant that the Content that you post or otherwise distribute,(i) complies with these Terms; (ii) is accurate and not misleading; and (iii) shall not expose us to any civil or criminal liability or otherwise materially adversely affect Our business or reputation.

8.6 You assume all risks associated with your Content, including anyone's reliance on its accuracy, completeness or usefulness, or any disclosure by you of information in such Content that makes you personally identifiable. You represent that you own, or have the necessary permissions to use, and authorise the use of, such Content as described herein. You may not imply that such Content is in any way sponsored or endorsed by CyberHostel.

9. Prohibited Activities

9.1 The content and information available on and through the CyberHostel Site, as well as the infrastructure used to provide such content and information (“CH Content”) is proprietary to CyberHostel or licensed to CyberHostel by third parties. For all CH Content, you agree not to otherwise modify, copy, distribute, transmit, display, perform, reproduce, publish, license, create derivative works from, transfer or sell or re-sell any information, software, products or services obtained from or through the CyberHostel Site and/or the CyberHostel Services. Additionally, you agree not to:

(a) use the CyberHostel Site, CyberHostel Services or CH Content for any commercial purpose, outside the scope of those commercial purposes explicitly permitted under these Terms and related guidelines as made available by CyberHostel;

(b) access, monitor, reproduce, distribute, transmit, broadcast, display, sell, license, copy or otherwise exploit any CH Content, including but not limited to, user profiles and photos, using any robot, spider, scraper or other automated means or any manual process for any purpose not in accordance with these Terms;

(c) violate the restrictions in any robot exclusion headers or bypass or circumvent other measures employed to prevent or limit access to the CyberHostel Site and/or the CyberHostel Services;

(d) take any action that imposes, or may impose, in Our discretion, an unreasonable or disproportionately large load on Our infrastructure;

(e) deep-link to any portion of the CyberHostel Site or CyberHostel Services for any purpose without Our express written permission;

(f) "frame", "mirror" or otherwise incorporate any part of the CyberHostel Site or CyberHostel Services into any other website or service without Our prior written authorisation;

(g) attempt to modify, translate, adapt, edit, decompile, disassemble or reverse engineer any software programs used by CyberHostel in connection with the CyberHostel Site or CyberHostel Services;

(h) circumvent, disable or otherwise interfere with security-related features of the CyberHostel Site or CyberHostel Services or features that prevent or restrict use or copying of any CH Content; or

(i) download any CH Content unless it is expressly made available for download by CyberHostel.

10. Reviews and Comments

10.1 The CyberHostel Site may contain forms, discussion forums, boards or other review services where you may be asked to review the travel services that you have received. We appreciate all feedback, but please note that the travel services provider in question will have access to your review so that they can act on your feedback and make any necessary improvements. We may contact you using your contact details provided to us in order to follow up on your review(s). The travel services providers will also have your contact details and may contact you to ask further questions about your experiences in order to help them to make further improvements.

10.2 By posting a review, comment, suggestion, idea, question, photograph, video or the like (“Review”) you expressly agree not to post, upload to, transmit, distribute, store, create or otherwise publish through the CyberHostel Site, anything that comprises or includes: (a) content that is unlawful, libellous, defamatory, obscene, pornographic, indecent, lewd, suggestive, harassing, threatening, invasive of privacy or publicity rights, abusive, inflammatory, fraudulent or otherwise objectionable; (b) content that would constitute, encourage or provide instructions for a criminal offense, violate the rights of any party, or that would otherwise create liability or violate any local, state, national or international law; (c) content that may infringe any patent, trademark, trade secret, copyright or other intellectual or proprietary right of any party; (d) content that impersonates any person or entity or otherwise misrepresents your affiliation with a person or entity, including CyberHostel; (e) promotions, political campaigning, advertising, contests, raffles, or solicitations; (f) private information of any third party, including, without limitation, surname (family name) address, telephone number, e-mail address, social security number and credit card number; (g) viruses, corrupted data or other harmful, disruptive or destructive files; (h) content or links to content that, in the sole judgment of CyberHostel, (i) violates the previous subsections herein, (ii) is objectionable, (iii) restricts or inhibits any other person from using or enjoying the CyberHostel Site, and/or (iv) may expose CyberHostel or its affiliates or CyberHostel Site users to any harm or liability of any type.

10.3 By providing a Review, be it via email, posting via any CyberHostel Site, via the services and applications of others, or otherwise, you grant CyberHostel and its affiliates a nonexclusive, royalty-free, perpetual, transferable, irrevocable and fully sublicensable right to: (a) host, use, reproduce, modify, run, adapt, translate, distribute, publish, create derivative works from and publicly display and perform such Review throughout the world in any media, now known or hereafter devised; (b) make your Review available to the rest of the world and to let others do the same; (c) to provide, promote, and improve the CyberHostel Services and to make your Review shared on the CyberHostel Site available to other companies, organisations or individuals for the syndication, broadcast, distribution, promotion or publication of such Review of yours on other media and services, subject to Our Data Protection Notice and these Terms; and (d) use the name and/or trademark that you submit in connection with such Review. You acknowledge and agree that your Review is non-proprietary and that We are under no obligation to keep it confidential. You affirm, represent and warrant that you own or have the necessary licences, rights (including copyright and other proprietary rights), consents and permissions to publish and otherwise use (and for CyberHostel and its affiliates to publish and otherwise use) your Review as authorised under these Terms.

10.4 CyberHostel and its affiliates take no responsibility and assume no liability for any Review posted, stored, transmitted or uploaded to the CyberHostel Site by you or any third party, or for any loss or damage thereto, nor are CyberHostel or its affiliates liable for any mistakes, defamation, slander, libel, omissions, falsehoods, obscenity, pornography or profanity you may encounter. CyberHostel and its affiliates are not liable for any statements, representations or any other content provided by its users (including you as to your Content) in the website or any other forum.

10.5 Although We have no obligation to screen, edit or monitor any Review posted to or distributed through the CyberHostel Site, We reserve the right to adjust, refuse, screen, translate, edit or remove Reviews at Our sole discretion without notice at any time and for any reason. CyberHostel does not compensate or otherwise reward a customer for completing a Review. The guest review form should be regarded as a survey and does not include any (further commercial) offers, invitations, or incentives whatsoever. CyberHostel undertakes to use its best efforts to monitor and remove Reviews that include obscenities or the mention of an individual’s name or reference to stolen goods.

11. Passports, Visas and Insurance

11.1 When you make a booking, you are responsible for ensuring that you meet all foreign entry requirements and that your travel documents, including passports and visas, are in order.

11.2 For applicable passport and visa requirements, you should consult the relevant embassy or consulate for information. Such requirements may change at any time, and it is your responsibility to check for up-to-date information before making a booking and before your departure. CyberHostel accepts no liability in connection with any person who is refused entry onto a flight or into any country, including countries such person may just be passing through en route to their destination.

11.3 As visa and health requirements are subject to change without notice, CyberHostel recommends that you verify health and visa requirements with the appropriate consulate prior to departure. It is also your responsibility to consult your physician for current recommendations on inoculations before you travel internationally, and to ensure that you meet all health entry requirements and follow all medical guidance related to your trip.

11.4 CyberHostel strongly recommends that you purchase a comprehensive travel insurance policy prior to departure. If you cancel your booking or significantly alter travel dates, your travel insurance policy may reimburse the cost of cancellation fees and related expenses. Please review your travel insurance policy carefully for related terms and conditions.

11.5 Although most travel, including travel to international destinations, is completed without incident, travel to certain destinations may involve greater risk than others. CyberHostel urges customers to investigate and review travel prohibitions, warnings, announcements and advisories issued by the Irish Government and destination country governments prior to booking travel to international destinations. Information on conditions in various countries and the level of risk associated with travel to particular international destinations can be found www.dfa.ie/travel. CyberHostel does not warrant or represent that travel to any destination is advisable or without risk, and CyberHostel is not liable for any damages or losses that may result from travel to such destinations.

12. General

12.1 These Terms are drafted in the English language. If these Terms are translated into any other language, the English language version shall prevail

12.2 Our failure to enforce at any time or for any period any one or more of the Terms shall not be construed as a waiver of them or the rights attaching to any of them.

12.3 These Terms and the Data Protection Notice constitute the entire agreement between you and CyberHostel in relation to the subject matter of these Terms and the Data Protection Notice and supersede any previous agreements or representations between the parties relating to the subject matter of this agreement.

12.4 We reserve the right to update or otherwise modify these Terms as well as the contents of the CyberHostel Site at any time and for any reason and without liability to you, any other user or any third party. You understand and agree that your continued access or use of the CyberHostel Site after such change signifies your acceptance of the updated Terms. This right shall not affect the Terms accepted by you upon making a legitimate booking or purchase using the CyberHostel Site. We will note the date that updates were last made to the Terms at the top of this page, and the updated Terms will take effect upon posting. It is your responsibility to check these Terms each time you access the CyberHostel Site to review the most current version of these Terms.

12.5 These Terms and your use of the CyberHostel Site are governed by the laws of Ireland. You hereby consent to the exclusive jurisdiction of the Irish courts in all disputes arising out of or relating to the use of the CyberHostel Site each time you access the CyberHostel Site. Use of the CyberHostel Site is not authorised in any jurisdiction that does not give effect to all provisions of these Terms including, without limitation, this clause.

12.6 Our performance of these Terms is subject to existing laws and legal process and nothing contained in this agreement is in derogation of Our right to comply with law enforcement requests or requirements relating to your use of the CyberHostel Site or information provided to or gathered by us with respect to such use.

12.7 If any part of these Terms is determined to be invalid or unenforceable, then the invalid or unenforceable provision shall be deemed to be superseded by any such valid, enforceable provision that most closely matches the intent of the original provision and the remainder of these Terms shall continue in effect.

12.8 Although We cannot monitor the conduct of Our users offsite, it shall be a breach of these Terms to use any information obtained from the CyberHostel Site in order to harass, abuse or harm other persons, or in order to contact, advertise to, solicit or sell to any user or person without their prior express consent.

12.9 While Our terms require that travel services providers display prices which are inclusive of all value added and other additional taxes, the price displayed is ultimately the responsibility of the travel services provider rather than ours. You acknowledge that We shall not have liability to you in respect of any attempt by travel services provider to levy additional value added or other taxes on you at the point of payment as a supplement to the price displayed and your sole recourse in this regard will be against the travel services provider.

12.10 The CyberHostel Site may contain translations powered by Google. Google disclaims all warranties related to the translations, express or implied, including any warranties or accuracy, reliability and any implied warranties or merchantability, fitness for a particular purpose and non-infringement.

13. Data Protection Notice

13.1 Full details of Our Data Protection Notice can be found here, which is hereby incorporated into and forms part of these Terms.

14. Online Dispute Resolution

14.1 The European Commission Online Dispute Resolution Platform is available at the following link https://ec.europa.eu/odr. Please note that we do not currently engage in alternative dispute resolution in connection with customer complaints.