Support

Contact

Write to support@pullora.eu. We try to answer ordinary questions as soon as possible; statutory deadlines are not affected by this.

Never send your password, a sign-in link, a PIN, a CVV or a full card number by email. Nobody from Pullora will ever ask you for these.

To help us sort things out faster, add whatever applies:

• the email or nickname of your account,
• the order number or the listing it is about,
• a short description of the problem and when it happened,
• screenshots or photos,
• your device model and app version for technical bugs.

Account and sign-in

If you can't remember your password, use password reset.

The confirmation that a reset was sent deliberately may not reveal whether a given email exists in Pullora. This helps protect accounts from people probing for registered addresses.

If you lose access to your email or suspect someone has taken over your account, write to support@pullora.eu. We may ask for reasonable proof of identity before changing security details.

Technical problems and scanning

The scanner is a helper tool and its result is neither an authentication nor an expert appraisal.

If it doesn't recognise a card correctly:

• use a sharp photo of the whole front side,
• reduce glare on holo surfaces,
• take the card out of a sleeve with a busy print,
• make sure the edges aren't cut off,
• if the result is wrong, correct the card by hand.

You can send us a scanner mistake together with the photo and the correct card.

Problems with an order

The parcel didn't arrive

Open the order details and use the available option to report a problem as soon as possible and before the protected payment is released, if the transaction uses one. Attach the tracking and any relevant messages.

Pullora can help with communication and assess the evidence within the available transaction protection. The seller, however, is responsible for their own obligations under the purchase contract, and the shipping service is provided by the specific carrier.

The card doesn't match the listing

Take photos of the packaging, the parcel and the card without undue delay. Describe the specific difference from the listing, for example condition, language, edition, variant, grading or a missing part of the order.

Suspected fake

Don't alter the card any further and, if possible, keep the packaging and the messages. Report the problem in the order details and attach good photos. Pullora may ask for more evidence or an independent expert opinion.

Pullora's internal measures are decided only for the purposes of the platform and any transaction protection; they are not a final decision on the legal claims of the parties.

Complaints: who handles them

When the seller is a business

If you are a consumer buying from a professional seller, the statutory complaint, rights from defective performance and any withdrawal from the purchase contract are handled directly by that seller. You must be able to see their identity and status on the listing or order.

Pullora can provide a communication channel or evidence from the platform, but that does not make Pullora the seller.

When the seller is a private person

This is usually not a consumer relationship. Special consumer complaint periods and the 14-day withdrawal usually do not apply to such a person-to-person deal. Buyers and sellers still have rights and obligations under civil law and under what they agreed.

When you complain about the Pullora service

If the problem concerns Pullora's own paid or other service, write to support@pullora.eu with the subject "Complaint about the Pullora service" and describe the remedy you want.

Consumer disputes with Pullora

If you are a consumer and a dispute with Pullora about a contract for its own service cannot be resolved directly, you can use out-of-court consumer dispute resolution at the Czech Trade Inspection Authority:

Česká obchodní inspekce
Ústřední inspektorát, oddělení ADR
Gorazdova 1969/24, 120 00 Praha 2, Czechia
Email: adr@coi.gov.cz
Web: https://coi.gov.cz/informace-o-adr/

In a dispute about a purchase contract with a professional seller, the seller's obligations lie with that seller.

Reporting illegal or prohibited content

Use the Report option right on the listing or profile. If it isn't available, write to support@pullora.eu with the subject "Content report".

So that we can assess the report, include:

• why you believe the specific content is illegal or against the rules,
• the exact identification of, or a link to, the content,
• any evidence you have,
• a contact email,
• a confirmation that you are making the report in good faith.

Once we receive a sufficiently specific report, we assess it and take proportionate action depending on the circumstances. Where the law requires it and we have your contact details, we will tell you about the outcome and the options for redress.

Appealing a moderation decision

If your content or account was restricted and you disagree, write to support@pullora.eu with the subject "Moderation appeal". Identify the decision and explain why you think it is wrong.

Product safety

Send information about a dangerous or recalled product to support@pullora.eu with the subject "Product safety" and include the exact listing, the reason and the source of the information.

Pullora may hide the listing, show a warning, contact affected buyers or take other action required by law.

Personal data

Send a request for access, correction, deletion, restriction, portability or an objection to support@pullora.eu. More in our privacy policy.

Reporting a security issue

Send suspected account misuse or a security vulnerability to support@pullora.eu with the subject "Security report".

Don't use a security bug to access other people's accounts, obtain other people's data, change data or disrupt the service. Describe the impact and the steps needed to reproduce it only as far as needed to verify the problem safely.