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All costs related to the management of the out-of-court dispute resolution procedure are borne by the platform concerned, as required by the Digital Services Act.
For the purposes of this Cost Plan, the following definitions apply:
A "base case" is a case involving a platform decision that affects a single user and a single piece of content, with independent evidence and routine application of platform policies and applicable law, without new issues or high-risk/urgent factors, and with materials in a single EU language. Managing and issuing a base case decision requires no more than two hours of professional work by any one ADR Center Evaluator.
A "complex case" is one involving multiple decisions, users, or content, or systemic issues in high-impact categories (e.g., minors, sensitive data, terrorism/extremism) or urgent risk. It may involve voluminous or technical evidence requiring forensic analysis or the use of multiple languages/extensive translations, and/or address new or contested legal/fundamental rights issues, or cross-border elements. Managing and issuing a decision on a complex case requires more than two hours of professional work or requires external expertise.
All definitions contained in the ADR Center Rules for Out-of-Court Dispute Resolution between Online Platform Providers and Service Recipients, pursuant to Article 21 of the Digital Services Act - Regulation (EU) 2022/2065 (the "Rules"), have the same meaning and must be interpreted in accordance with the principles and spirit of the DSA. In the event of any discrepancies between the definitions provided above and the meanings attributed to them by the DSA, the definitions set forth in this Pricing Plan and their assigned meanings shall prevail.
ADR Center operates standardized and technologically supported workflows to ensure the rapid and effective handling of large-scale complaints, safeguarding fundamental rights and data protection, in accordance with its Rules updated from time to time, available at http://ods.adrcenter.com/.
This Fee Schedule specifies how ADR Center will charge Platforms for Cases deemed eligible pursuant to Article 6 of its Rules, for which the procedure has been initiated and the complaint has been communicated to the Platform. The fees set forth below are designed not to exceed ADR Center's actual costs and have been determined based on the initial handling of over 350 cases, taking into account the time required to issue decisions and the complexities of the issues raised. Users will not incur any costs or expenses for filing or handling complaints, regardless of whether the complaint is accepted or rejected.
Fees due by platforms:
3.1 Inadmissible cases – €0, while ADR Center bears the costs of issuing an inadmissibility decision without sharing the complaint with the platform;
3.2 Basic cases resolved before the decision is issued – €250, applicable when the Platform cancels its decision after receiving the User's complaint, but before ADR Center issues the decision, or in case of an amicable agreement reached between the parties before the decision is issued by ADR Center;
3.3 Standard decision on a basic case – €500, applicable for issuing a decision on a basic case requiring no more than 2 hours of Evaluator work. This fee applies even if the Platform fails to respond, considers the matter outside the scope of Article 21 DSA, or chooses not to interact with the ADR Center;
3.4 Decision on a complex case – fixed fee of €500 plus €250/hour of professional work, up to a maximum of 6 hours. The total cost of issuing a decision on a complex case will not exceed €1,500, regardless of the total number of hours spent by the Evaluators or any external expertise involved in resolving the matter. This fee applies even if the Platform fails to respond, considers the matter outside the scope of Article 21 DSA, or chooses not to interact with the ADR Center.
For ease of reference, the above rates are shown in the table below:
| Type of case | Fixed fee (excl. VAT) | Notes |
|---|---|---|
| Non-admissible case | € 0 | Complaint not shared with the platform, no fees due. |
| Case resolved before decision | € 250 | The platform reverses its decision after receiving the user’s complaint or in case of settlement, in either case before ADR Center’s decision. |
| Standard decision of a basic case | € 500 | Decision on a basic case requiring on average 2 hours of Assessors’ work; applies even if the platform does not respond or disputes scope. |
| Decision of a complex case | € 250/hour (max 6 hours) | For cases requiring more than 2 hours of Assessors’ work or external expertise; applies even if the platform does not respond or disputes scope. |
ADR Center may from time to time amend any of its fees and such amendments shall be effective and applicable to all Complaints filed after the date of posting of the relevant amendment on ADR Center's website at https://ods.adrcenter.com.
Amendments will not be applied retroactively to complaints already filed prior to the amendment date.
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