Communication & Acceptable Conduct Policy

Last updated: May 2026

BiMarket UK is committed to providing a respectful, professional and welcoming environment for both our customers and our staff. This Policy sets out the standards we apply to all communication between BiMarket and its users — and what to expect if those standards are not met.

1. Our commitments to you

• We will treat every customer with courtesy, patience and respect.
• We will respond to genuine enquiries promptly and clearly, and explain decisions where we can.
• We will keep your personal information confidential in line with our Privacy Policy.
• We will provide service in English or Turkish, in line with our Language Use Policy.

2. What we ask of you

We ask all customers and visitors to communicate with our team and other users in a respectful manner. The following behaviour is not acceptable:

• Abusive, threatening, harassing, hateful, discriminatory or violent language or behaviour;
• Personal attacks, swearing or insults directed at staff, couriers or other customers;
• Sexual harassment of any kind;
• Bullying, intimidation or repeated unwanted contact;
• Posting defamatory, untrue or misleading reviews or social-media content about BiMarket, its staff or its suppliers;
• Attempting to coerce a refund, exchange or other benefit through threats, intimidation or false statements;
• Disclosing or threatening to disclose personal information of staff;
• Spamming, phishing or attempting to defraud the company or other users.

3. Channels of communication

• Primary channel: email at [email protected]. We aim to acknowledge within 1 working day.
• Order-related queries: via "My Orders" in your account where available.
• Social media: we may respond to public messages, but for issues involving personal data or order details we will redirect you to email.
• Telephone: where offered, calls may be recorded for training, quality monitoring and dispute resolution.

4. Reviews and feedback

• We welcome honest reviews and constructive feedback.
• We reserve the right to remove or report reviews that are defamatory, breach third-party rights, contain personal data, are clearly fake (e.g. from competitors or fake accounts) or breach the rules of the platform on which they are posted.
• Submitting a deliberately false review may be defamatory under English law and may give rise to legal action.

5. Consequences of breach

Where a user breaches this Policy, we may take one or more of the following steps, depending on the severity of the breach:

• Issue a written warning;
• Restrict the communication channel concerned (for example, decline further phone contact and limit interaction to email);
• Refuse to process or cancel pending orders;
• Suspend or terminate the user's account, with or without notice;
• Refuse future orders from the user, the household or the delivery address;
• Report the matter to the police or other authorities, where the behaviour may constitute a criminal offence (for example under the Protection from Harassment Act 1997, the Public Order Act 1986 or the Malicious Communications Act 1988);
• Pursue civil legal action, including for defamation, harassment or recovery of losses.

6. Zero tolerance for abuse of staff

Our staff and couriers have the right to work in a safe, abuse-free environment. BiMarket operates a strict zero-tolerance approach to verbal abuse, threats or violence directed at our team. Where such behaviour occurs, we may terminate the interaction immediately and apply the consequences set out in Section 5 without further warning.

7. Escalation and complaints

If you are not satisfied with the response from a customer-service team member, please ask for your case to be escalated by email to [email protected]. A senior team member will review the matter and respond as soon as reasonably possible.

8. Updates

This Policy may be updated from time to time. The version in force at the time of any communication or interaction applies.