Terms & Conditions

1. Seller identification

In accordance with the consumer-information duties set out in Legea nr. 284/2004 privind comerțul electronic (the e-commerce law) and applicable consumer-protection legislation, we provide the following seller identification details:

2. Definitions

Throughout these Terms, the following expressions have the meanings set out below:

• "CityFarm" / "we" / "the seller" - SMART HYDRO FARM SRL, a legal entity of the Republic of Moldova, identified in section 1, holder of the CityFarm trademark.
• "You" / "the customer" - the natural person who accesses cityfarm.md, places an order, takes out a subscription or uses CityFarm's services in any other way.
• "Site" - the website cityfarm.md and its subpages.
• "Services" - the sale and home delivery of greens, microgreens and fresh herbs, as one-off orders or subscriptions, offered through the Site.
• "One-off order" - a single, non-recurring order (for example Try, Gift card).
• "Subscription" - an open-ended contract with recurring billing cycles (Fresh, Family), renewed automatically as set out in sections 9 and 10 of the Returns Policy.
• "Box" / "delivery" - the physical unit delivered under an order or a subscription cycle.
• "maib" - B.C. "MOLDOVA-AGROINDBANK" S.A., our payment service provider.
• "MIA" - the instant QR-code payment instrument, offered through maib's infrastructure.
• "COD" / "cash on delivery" - payment in cash to the courier at the moment of handover.
• "Returns Policy" - the Returns & Refund Policy published at /en/returns/, an integral part of this contractual relationship.
• "Privacy Policy" - the Privacy Policy published at /en/privacy/, an integral part of this contractual relationship.

3. Accepting the terms

Acceptance of these Terms & Conditions (the "Terms") does not follow from merely visiting cityfarm.md. Acceptance happens through the explicit checkbox you tick before completing your order, next to the following statement or an equivalent version of it:

"I've read and accept the Terms and the Privacy Policy."

Without ticking this box, the order cannot be placed. Ticking it constitutes informed and express consent to the entirety of the Terms and the Privacy Policy, in the versions published on the site at the time you place the order.

For subscriptions, every box delivered under the subscription is governed by the version of the Terms in force when the original subscription was placed. If we later change the Terms, we'll send you the new version by email with 30 days' notice before it takes effect. During that notice period, you may end the subscription without penalty. Continuing the subscription after the notice period expires counts as acceptance of the new version.

If you don't agree with the Terms, please don't place an order and don't activate a subscription.

4. Your account and its security

Creating an account. For a one-off order (Try, Gift card) you can either create an account or order as a guest. For subscriptions (Fresh, Family), an account is required - it's the interface where you manage pauses, cancellations, plan changes, your delivery address and your payment method.

Accurate details. When registering, you undertake to provide accurate, complete and current details (name, delivery address, phone, email) and to update them when they change. Using false details, or another person's details without their consent, is a breach of these Terms.

Keeping credentials confidential. You're responsible for keeping your account password confidential and for all activity carried out through your account. Don't share your credentials with third parties. If you suspect unauthorized access or fraudulent use of your account, notify us immediately at info@cityfarm.md so we can block access and limit the damage.

Age. To open an account and enter into a contract with us, you must be at least 18 years old and have full legal capacity under the laws of the Republic of Moldova.

Closing your account. You can close your account at any time, from settings or by writing to info@cityfarm.md. On closure, active subscriptions are canceled as set out in section 9 of the Returns Policy. Your personal data is kept after closure only within the limits and periods set out in the Privacy Policy (accounting, tax and archiving obligations).

New-customer promotions - anti-duplication. Welcome promotions, first free/discounted deliveries and other new-customer offers apply once per account, per household, per payment instrument and per phone number. CityFarm uses automated duplicate-detection mechanisms (a combination of delivery address, phone number and payment instrument). Accounts detected as duplicates are suspended, the promotion is revoked retroactively, and the related orders are billed at the standard price.

Account security. We only accept passwords of at least 12 characters. Changing your delivery address or payment method may trigger an additional check (an OTP code sent to the associated phone) when the action happens shortly after a login from an unknown device or location. These measures help us detect and prevent unauthorized access.

5. The products we offer

Nature of the products. CityFarm delivers fresh greens, microgreens, aromatic herbs and themed bundles, grown locally at our vertical farm in Chișinău. The products are perishable goods, delivered in thermally insulated packaging, alive (in substrate) or harvested on the same day as delivery.

Seasonal variability. Variety availability may change with the season, growing conditions, cultivation capacity and delivery logistics. We reserve the right to temporarily suspend delivery of certain varieties, replace them with equivalents of at least equal value, or update the composition of themed bundles, with prior notice by email for subscribers.

Images are illustrative. The images, photographs and product descriptions published on the site are illustrative. The actual products may show natural variations in size, shape, shade and density, due to the biological variability inherent in plants. Such variations do not constitute non-conformity.

Quality claims - supporting documentation. All claims about our growing method ("grown locally", "harvested today", "pesticide-free", nutritional values, etc.) are backed by our internal documentation (growing records, laboratory analyses where available). This documentation is available on request to the competent authorities and to any consumer who asks for clarification at info@cityfarm.md.

Intended use. The products are intended for human consumption as fresh food. We recommend storing them as instructed on the packaging and consuming them within the indicated period.

6. Orders and subscriptions

One-off orders (Try, Gift card). Placing a one-off order - completing the order form, accepting the Terms and making the payment - constitutes a firm offer on your part to enter into a sales contract. The contract is concluded at the moment we confirm your order by email. For the Gift card product, delivery consists of sending the digital code by email to the address you provide when placing the order.

Subscriptions (Fresh, Family). Activating a subscription creates an open-ended contract with weekly billing cycles (or the frequency chosen in your account). Automatic renewal, changes, pausing and cancellation are detailed in sections 9 and 10 of the Returns Policy, which forms an integral part of the contractual relationship.

Changing a one-off order. You can change or cancel a one-off order only before it's processed, until 14:00 on the day before the scheduled delivery. After this cut-off, the order goes into preparation and can no longer be changed.

Changing a subscription delivery. For subscriptions, changes to the contents, delivery address, time slot, or pausing the next box are accepted until the cut-off shown clearly in your account, on the subscription page. Changes requested after the cut-off apply from the following box onwards.

Refusal or cancellation of an order by us. We reserve the right to refuse or cancel an order, in whole or in part, at any time before delivery, in objective cases including (but not limited to):

• (a) stock unavailability;
• (b) an obvious price or description error displayed on the site;
• (c) a justified suspicion of fraud, abusive chargeback, or a payment declined by the bank;
• (d) a delivery address outside our operational area;
• (e) outstanding payment from previous orders or cycles;
• (f) creation of multiple accounts or other attempts to exploit promotions (see section 12);
• (g) a breach of these Terms.

If we cancel an already-paid order for reasons not attributable to you, we refund the amounts received in full, to the same payment method, within the timeframes set out in the Returns Policy.

Traceability of box contents. So we can resolve any complaints about a box's composition quickly, we keep an internal record of the contents of every box shipped (batch, varieties, quantities), keyed to the order number, for at least 30 days.

Specific rules for the Gift card (gift code). The gift code is considered delivered at the moment it's sent to the email address indicated by the buyer. Non-receipt complaints are accepted only if (i) they're made within 7 days of purchase AND (ii) the code hasn't been used. Gift codes are valid for 6 months from issue. Codes purchased with cards later disputed via chargeback are canceled retroactively.

7. Prices and payment

All product and service prices displayed on cityfarm.md are expressed in Moldovan lei (MDL) and include value-added tax (VAT) at the applicable legal rate, unless expressly stated otherwise.

Delivery costs, where they apply, are displayed separately in the shopping cart before you complete the order.

Accepted payment methods:

• Bank card (Visa, Mastercard), including via Apple Pay and Google Pay, processed by our payment service provider maib;
• Instant payment via MIA QR, also processed through maib's infrastructure;
• Cash on delivery (COD) - available for eligible orders, under the conditions shown at checkout (value limits, delivery areas, accepted order types).

Your bank card details are not collected, stored or processed by SMART HYDRO FARM SRL. Card details are entered directly on maib's secure page, in line with the applicable PCI-DSS standards. SMART HYDRO FARM SRL receives from maib only confirmation of the transaction result and, where applicable, a non-sensitive payment token, used exclusively for authorized recurring charges under the subscription.

For subscriptions, payment is charged automatically each cycle (weekly, or per the plan you chose when activating the subscription), using the payment token stored by maib. SMART HYDRO FARM SRL does not store your card details and cannot charge your account outside the authorized scope of the active subscription. You can manage, pause or end the subscription as set out in the dedicated sections of these Terms.

If a recurring transaction fails (for example, an expired card or insufficient funds), we'll notify you by email to update your payment method, and the related delivery may be suspended until the payment is settled.

7A. Traceability, proof of delivery and operational logs

So we can verify potential disputes quickly, we keep internally, securely and in line with the Privacy Policy:

• the pack-out photo of every box shipped (composition, batch, varieties), linked to the order number, for at least 30 days;
• the handover photo generated by the courier (geo-tagged, time-stamped) for deliveries with the "leave at the door" option, for at least 30 days;
• the electronic log of transactions, orders and shipments.

These records can be made available to you (on request, for your complaint), to the bank (for chargeback procedures) or to the competent authorities (based on a lawful request).

8. Delivery

Delivery area. We deliver in Chișinău. The neighborhoods and areas covered are listed and updated at /en/delivery/. Additional areas are added progressively; before taking out a subscription, check your address's availability on that page or in the shopping cart.

Delivery window. The available time windows are shown at checkout and confirmed by email and/or SMS on the day of delivery. We do our best to keep to the confirmed window; small operational deviations are possible and do not constitute non-performance of the contract.

Handover. Handover takes place at the address you provided, to you in person or to a person present at the address whom you've authorized to receive the product (a family member, colleague, building receptionist, etc.).

The "leave at the door" option. If you expressly select the "leave at the door" option, or another spot you indicate, our courier places the product at the indicated spot and automatically generates a handover photo (geo-tagged, time-stamped, kept for at least 30 days), which is sent to you by email/SMS immediately after delivery.

Transfer of risk. The risk of loss or damage to the product passes from SMART HYDRO FARM SRL to you at the moment of handover to you in person or to a person you've authorized to receive it. For the "leave at the door" option: responsibility for the product's conformity and freshness at the moment of drop-off remains ours (evidenced by the courier's photo); the subsequent risk of theft or damage caused by conditions at the drop-off spot is assessed case by case, in good faith, taking into account your instructions, the conditions visible in the handover photo and the time elapsed until your report. For reasonable disputes, we offer fair commercial solutions (replacement, store credit, partial refund). For perishable products left unattended for more than 2 hours from the moment of drop-off, non-conformity caused solely by that exposure is not attributable to CityFarm.

Authorizing third parties. Handover to a person other than you (a family member, colleague, building receptionist, neighbor) takes place on the basis of your authorization, expressed either explicitly in your account or implicitly through tacit acceptance of the handover at the time of delivery. If you want to require explicit authorization (for example, handover to you in person only), you can set that in your account settings.

Missed delivery for reasons attributable to us. If we fail to hand over your order within the promised window for reasons attributable to us (a logistics omission, an internal failure, an error by our own courier), we inform you immediately and offer you, at your choice:

• (a) replacement with an equivalent product at the next scheduled delivery;
• (b) store credit equal to the value of the missed delivery, usable on a future order;
• (c) a full refund of that delivery, to the same payment method.

Missed delivery for reasons attributable to the customer. If delivery cannot be completed for reasons attributable to you (a wrong or incomplete address, absence from the address without advance notice within the confirmed window, an unreachable phone, unjustified refusal of the box, no access to the building), the box is considered delivered under the contract and no refund is granted. At your request and subject to logistics capacity, we may schedule a paid re-delivery, at the rate displayed at the time of the request.

For "I didn't receive my delivery" disputes: the handover photo issued by the courier (for "leave at the door" deliveries) or the signed delivery log (for in-person handovers) constitutes a presumption of delivery; the burden of proving otherwise rests with the customer.

9. Conformity and legal guarantee

In accordance with Legea nr. 105/2003 privind protecția consumatorilor (the consumer protection law) and the other applicable legislation, the products delivered by CityFarm must:

• match the description published on cityfarm.md and the information communicated when the order was placed;
• be fresh at the moment of delivery and show the organoleptic characteristics expected for that product category;
• be safe for human consumption, in line with the food safety legislation applicable in the Republic of Moldova;
• be delivered in the agreed quantity and packaging.

In the event of the product's non-conformity at the moment of delivery, you're entitled to remedies - replacement, store credit or a monetary refund - under the Returns Policy, on the conditions and within the timeframes set out there.

Specific note for perishable goods: due to the food nature and short shelf life of greens, microgreens and herbs, the conformity guarantee is not expressed as an extended warranty period (as with durable goods) but as an obligation of freshness and conformity at the moment of delivery. This approach is consistent with the specifics of short-shelf-life goods under the applicable legislation.

10. Returns policy

The complete return, refund and replacement procedure - including complaint deadlines, photo requirements, remedy forms and escalation to the supervisory authority - is detailed in the Returns & Refund Policy, an integral part of this contractual relationship.

We encourage you to read the Returns Policy in full before placing any order or activating a subscription. In case of conflict between text published on other pages and the Returns Policy, the Returns Policy prevails as the reference document for your post-sale rights.

11. Privacy

How we collect, use, store and protect your personal data is detailed in the Privacy Policy, an integral part of this contractual relationship.

The Privacy Policy describes, among other things: the data we collect, the legal basis for each processing operation, the recipients of the data (including our payment processor maib), retention periods, your rights as a data subject, how to exercise those rights, and the competent supervisory authority (CNPDCP).

By ticking the box accepting the Terms when placing your order, you confirm that you've been informed about the processing of your data in line with the Privacy Policy.

12. Acceptable use of the site

Legitimate purpose. You undertake to use cityfarm.md, the associated accounts and our services exclusively for legitimate purposes, in accordance with the applicable laws of the Republic of Moldova and these Terms.

Prohibited conduct. The following, among other things, are prohibited:

• (a) mass automated access to the site (scraping, aggressive crawling, unauthorized indexing, automated attacks such as credential stuffing);
• (b) fraud in any form, including false non-conformity claims, faking undelivered orders, deliberately triggering failed payments, or abusive chargebacks after receiving the product;
• (c) creating multiple accounts, or using fictitious identities or another person's details to exploit welcome offers, coupons, promotions or trial periods;
• (d) reselling the products commercially, redistributing them, or using them for anything other than personal/household consumption, without our prior written consent;
• (e) obstructing or disrupting the normal operation of the site or our infrastructure (DDoS attacks, SQL injections, exploiting vulnerabilities, bypassing security measures);
• (f) impersonating other natural or legal persons, or falsifying contact details, delivery statements or supporting documents;
• (g) using the site to transmit content that is illegal, defamatory, misleading or infringes third-party rights.
• (h) attempted extortion or unjustified pressure - demanding payments, refunds or advantages not arising from legal or contractual rights, under threat of vexatious complaints to authorities, coordinated negative reviews, media exposure or similar actions intended to cause reputational harm. CityFarm responds in good faith to any complaint filed with a competent authority, but does not negotiate under coercion and does not pay to have such threats withdrawn.
• (i) unauthorized commercial resale - to discourage resale in the absence of a written HoReCa contract, we keep a unique identifier for every box shipped (batch code / QR) and reserve the right, in the event of documented commercial resale, to (1) charge a fixed contractual penalty equal to the value of 3 subscription cycles per resold delivery, (2) suspend the account immediately, (3) block re-registration based on payment and phone identifiers for a period of up to 24 months.

Consequences and due process. In the event of a proven breach or a justified suspicion, we reserve the right to (i) immediately suspend the account and associated subscriptions, as a provisional measure, during the investigation; (ii) refuse to honor unfulfilled deliveries only after the breach has been established through concrete evidence; (iii) block the associated payment method for future orders; (iv) recover the damage caused through legal means. Amounts paid for unfulfilled deliveries are refunded once the situation is clarified, unless fraud is proven or a chargeback has been definitively resolved against the consumer. In all cases, you have the right to a written statement of reasons for the decision and to a right of reply of at least 7 days before the account is permanently closed.

13. Intellectual property

Rights reserved. All elements of cityfarm.md and of our materials - including, but not limited to: texts, photographs, illustrations, videos, logos, graphic design, visual identity, source code, database structure, and the selection and arrangement of content - are the property of SMART HYDRO FARM SRL or its licensors and are protected by the laws of the Republic of Moldova and international law on copyright, related rights and trademarks.

Trademarks. CityFarm, the CityFarm logo and the associated distinctive graphic elements are trademarks of SMART HYDRO FARM SRL. Using them without written authorization is prohibited.

Limited license granted to you. We grant you a limited, non-exclusive, non-transferable, revocable license to access and use the site and the published content, exclusively for personal, non-commercial purposes, in connection with the normal use of our services.

Uses prohibited without written consent. Any other use - in particular full or partial reproduction, distribution, publication, communication to the public, modification, translation, creation of derivative works, decompilation, reverse engineering, commercial use, integration into other sites or applications, or training artificial intelligence models on our content - requires our prior written consent.

Content you submit. If you send us reviews, photos, feedback or other content (for example, via the complaint form or on our social media channels), you grant us a non-exclusive, royalty-free, worldwide license to use, reproduce and publish it in connection with CityFarm's activity, crediting the source where possible. You warrant that you hold the rights to the submitted content and that publishing it does not infringe third-party rights.

Intellectual property complaints. Complaints about an alleged infringement of intellectual property rights on our site should be sent to info@cityfarm.md, indicating: (i) the rights claimed, (ii) the contested material and the exact URL, (iii) your contact details, (iv) a good-faith statement. We review every report and respond within a reasonable time.

14. Limitation of liability

To the extent permitted by the applicable laws of the Republic of Moldova, the total liability of SMART HYDRO FARM SRL towards a customer, for any cause related to an order or a subscription - including non-conformity, defective delivery, delay or any resulting direct damage - is capped at the value of the last paid order or, as applicable, the value of one subscription cycle, whichever of these amounts is higher.

This limitation does not apply under any circumstances to:

• (i) damage caused intentionally or through negligence (including ordinary negligence, not only gross negligence) by SMART HYDRO FARM SRL or its agents;
• (ii) harm to the life, health or physical integrity of the customer or of any other person, regardless of the degree of fault;
• (iii) liability for defective products, under the applicable legislation on product liability and food safety (medical expenses, loss of income, non-material damage related to illness);
• (iv) the statutory rights of consumers guaranteed by the mandatory laws of the Republic of Moldova, including Legea nr. 105/2003.

The limitation above applies strictly to direct pecuniary damage resulting from the defective delivery of an order or a subscription cycle. Indirect damages, loss of profit, medical costs, non-material damage and loss of opportunity are determined under ordinary law, without a cap, within the limits permitted by law.

In those situations, the liability of SMART HYDRO FARM SRL is determined under the general rules of civil law and consumer protection law that apply, without the cap above.

The limitation likewise does not cover situations in which mandatory legislation expressly prohibits limiting or excluding liability.

15. Force majeure

Definition. Force majeure, for the purposes of these Terms, means any unforeseeable, unavoidable event beyond the reasonable control of SMART HYDRO FARM SRL that prevents or delays the performance, in whole or in part, of our obligations. By way of example, without the list being exhaustive: natural disasters, extreme weather events, fires, floods, government restrictions, states of emergency, pandemics and mandatory health measures, war, armed conflicts, acts of terrorism, prolonged outages of electricity, water or internet, general strikes or strikes of essential suppliers, major cyberattacks, and major external events independent of our commercial choices (for example, armed conflicts, general government restrictions applicable to the whole sector).

Effects. For the duration of the force majeure event, the obligations of the affected parties are suspended, without that suspension constituting non-performance. We are not liable for delays, non-performance or losses resulting directly or indirectly from the force majeure event.

Notice. We inform you as promptly as possible about the occurrence, estimated nature and foreseeable duration of the event, by email and/or by publishing a notice on the site, and we take reasonable steps to reduce the impact on you.

Effect on subscriptions. For affected active subscriptions, we automatically apply a pause equal to the duration of the force majeure event, without penalties and without loss of the affected cycle's value. When the event ends, the billing cycle resumes where the suspended one left off.

The consumer's right to terminate immediately. Regardless of the duration of the force majeure event, you have the right, at any time, to terminate the subscription and obtain a full, pro-rata refund of paid, undelivered boxes, without penalties, by a simple written request to info@cityfarm.md. The 60-day rule below governs only automatic termination by SMART HYDRO FARM SRL, not your right to end it sooner.

Prolonged duration. If the force majeure event lasts more than 60 consecutive days, either party may terminate the affected subscription by written notice to the other party, without compensation, with all amounts paid in advance for undelivered boxes - pro-rata and without deduction, regardless of whether the cycle was considered started - refunded in full.

16. Dispute resolution

In the event of any dissatisfaction or dispute, you have the following optional courses of action (you can use them in any order, or go directly to court at any time - your access to justice is not conditional on exhausting these steps):

1. Direct complaint to CityFarm. Send your complaint in writing to info@cityfarm.md, stating your order number and a clear description of the problem. You'll receive an initial response within 3 business days and a final resolution within a maximum of 14 calendar days, as set out in the Returns Policy.
2. Escalation to the supervisory authority. If the dispute isn't resolved satisfactorily through the direct step, you can turn to the Inspectoratul de Stat pentru Supravegherea Produselor Nealimentare și Protecția Consumatorilor (ISSPNPC), via the official form available at www.consumator.gov.md.
3. The competent courts. As a last resort, you can turn to the competent courts of the Republic of Moldova, under the applicable rules of territorial and subject-matter jurisdiction, including the special consumer-protection rules.

These steps are optional and in no way condition your access to court. At any time, whether or not you've gone through steps 1 and 2, you may go directly to the competent courts of the Republic of Moldova.

SMART HYDRO FARM SRL encourages the amicable resolution of disputes and undertakes to respond in good faith to any reasonable mediation or conciliation proposal submitted by you or by an authorized mediator.

17. Governing law

These Terms & Conditions, as well as all contractual and non-contractual relationships between you and SMART HYDRO FARM SRL, are governed exclusively by the laws of the Republic of Moldova.

This choice of law does not, however, deprive you, as a consumer, of the protection granted by the mandatory provisions of the law of your country of habitual residence, where those are more favorable to you and lawfully applicable to your situation under the applicable rules of private international law.

In all cases, the mandatory rights guaranteed to consumers by the laws of the Republic of Moldova - in particular Legea nr. 105/2003 privind protecția consumatorilor and related legislation - prevail over any contractual clause that would restrict them.

For customers habitually resident in the European Union (although our current delivery area is Chișinău, Gift card orders may be intended for beneficiaries in other countries), the mandatory consumer-protection provisions of the relevant state apply additionally, including the national transposition of Directive 93/13/EEC (unfair terms) and Directive (EU) 2011/83 (consumer rights).

18. Changes

Right to amend. We may amend these Terms at any time to reflect changes in legislation, in our services, in commercial practices, in payment processors or in logistics partners.

Notice for substantial changes. Substantial changes are those that affect your rights or obligations in a relevant way - in particular: prices, the automatic renewal mechanism, cancellation/pause rules, transfer of risk, limitations of liability, jurisdiction and governing law. For customers with an active subscription at the time of the change, we send an email notice at least 30 days before the substantial changes take effect.

Non-substantial changes. Editorial corrections, contact detail updates and drafting clarifications that don't change the parties' rights or obligations may be published without notice; we mark them with the last-updated date at the end of the document.

Current version. The version of these Terms in force is always available at /en/terms/, together with the date of the last update.

Differentiated acceptance depending on the nature of the change.

• Substantial changes (price, automatic renewal, transfer of risk, limitations of liability, governing law, jurisdiction, restriction of rights) take effect only for customers who have expressly accepted them (via a click in their account or by email). For everyone else, the subscription is automatically suspended when the 30-day notice period expires, until express acceptance or cancellation. Silence does not amount to acceptance.
• Non-substantial, neutral or consumer-favorable changes (corrections, clarifications, contact updates, extensions of rights) take effect when the notice period expires, and continued use of the services constitutes acceptance.

The current version is always available at /en/terms/. If you disagree with a substantial change, you can cancel free of charge, without penalties, at any time before or after the notice.

19. Contact for complaints

Direct channel of SMART HYDRO FARM SRL (CityFarm):

• Email: info@cityfarm.md
• Phone: 069 191 109
• Response hours: business days, within the timeframes set out in the Returns Policy.

Competent supervisory authority:

Inspectoratul de Stat pentru Supravegherea Produselor Nealimentare și Protecția Consumatorilor (ISSPNPC) - the State Inspectorate for the Surveillance of Non-Food Products and Consumer Protection

• Address: 78 Vasile Alecsandri St., MD-2012, Chișinău, Republic of Moldova
• Official website: www.consumator.gov.md
• Phone: 022 515 151
• Official complaint form: available on the authority's website.