Article 12 › 2

The mediators referred to in paragraph 1 shall meet the following requirements: (a) they are impartial and independent; (b) their mediation services are affordable for business users of the online intermediation services concerned; (c) they are capable of providing their mediation services in the language of the terms and conditions which govern the contractual relationship between the provider of online intermediation services and the business user concerned; (d) they are easily accessible either physically in the place of establishment or residence of the business user, or remotely using communication technologies; (e) they are capable of providing their mediation services without undue delay; (f) they have a sufficient understanding of general business-to-business commercial relations, allowing them to contribute effectively to the attempt to settle the disputes.

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Source: EUR-Lex CELLAR · retrieved 2026-08-27