This page is for Authors established or with residence in the European Union (EU) whose Items are offered to consumers located in the EU through Envato Elements and/or Envato Market as part of their business activity. It explains how to raise complaints under the EU Platform-to-Business (P2B) Regulation.
Our complaint handling system
If you have a complaint under the P2B Regulation you can contact Envato Author Success free of charge. You can make a complaint about:
- our compliance with the P2B Regulation;
- technical issues which relate directly to the Service; or
- our conduct or measures that directly affect your use of the Service.
When you submit a complaint, please explain which of these areas it relates to. Your complaint will be reviewed and, if needed, forwarded to the right team. We may contact you for clarification. You will receive an individualized outcome in plain, clear language within a reasonable time, taking into account the complexity of the issue.
Mediation
If you are not satisfied with the outcome of a complaint or prefer not to use our internal process, you or we can request mediation under the Additional terms for EU authors. Mediation is independent, accessible remotely, and voluntary. Envato will participate in good faith and pay a reasonable share of the mediator’s fees. Mediation does not affect your right to start arbitration proceedings at any time before, during, or after the mediation process.
Annual transparency report on P2B internal complaint handling
Each year, Envato publishes a report on how our P2B complaint handling system is working. This includes the total number of complaints, the main types of complaints, the average time taken to resolve them, and the percentage of complaints resolved.
Report period: December 1, 2024 — November 30, 2025
| Total number of P2B complaints | 3 |
| Main types of complaints filed | Technical Issue: Item Removal or Rejection |
| Average time to process complaints | 5 days |
| Complaints resolved | We resolved 100% of the complaints received |