Apple EU Mediation

CEDR is an independent organisation that provides mediation and other dispute resolution processes to businesses, consumers, central and local government, and trade bodies.

CEDR will process and administer requests for mediation which are referred to it under the GSMS and will appoint suitably experienced and accredited mediators to manage the mediation process and facilitate communication and settlement.

If you are an eligible business user with a dispute regarding the application of the Google Search conditions of access and you would like to apply for mediation under the GSMS,  please see below for further information on how mediation can help you reach a resolution.

Mediation is a flexible process conducted confidentially and without prejudice to a party’s legal position in which a neutral person actively assists the parties in working towards a negotiated agreement of a dispute or difference.  Mediation puts the parties in control of the outcome and affords an opportunity for them to devise creative and innovative solutions.  

The mediator is a highly trained and experienced neutral third party who conducts the mediation and facilitates the process of negotiations.  The parties remain in ultimate control of the outcome and the terms of any settlement.

• the parties reach a mutually acceptable agreement and document the terms of their agreement in a final and binding settlement agreement;
• no agreement is reached during or immediately after the mediation session and the parties do not agree to extend the duration of the mediation; or
• one of the parties withdraws from the process.

• you are a developer established in, and which offers or intends to offer applications to customers located in, the EU; and
• your dispute relates to whether the App Review Board’s decision, made on or after March 7, 2024, correctly applied Apple’s terms relating to your access (i) to the European Union (EU) storefronts of the App Store or (ii) through the Notarization process used for iOS and iPadOS apps distributed to EU users outside of the App Store; and you are not satisfied with a decision of the App Review Board and the App Review Board’s decision was made on or after March 7, 2024.

No. Apple will bear the cost of the mediation, although you will have to bear any legal costs that you choose to incur.

This service does not apply to consumers who purchased services or goods through Apple. If you are a consumer and you have a complaint or dispute with either Apple or one of Apple’s business users, please refer to Apple's terms and conditions for how to lodge a complaint (see also www.apple.com/legal/). 

You should bring individuals with knowledge of the issues and with decision making authority to resolve any dispute. You may involve legal counsel if you want.

The mediation joint session will be conducted in English and the Mediation Agreement and supporting documents will be in English.

Participation in the Mediation Process does not preclude your right to seek redress in court. However, if you have already initiated court proceedings against Apple (or initiate proceedings during the Mediation Process), the Mediation Process will no longer be available and any ongoing mediation will be concluded without result.

No, the mediator will not make any formal recommendation or decision – the mediator’s role is to facilitate discussion and to assist the parties to reach an agreement. If the parties reach a mutually acceptable agreement, the terms will be documented. Otherwise, the mediation will end with no resolution. 

The decision of the App Review Board stands unless and until the parties reach a mutually acceptable agreement during the mediation and document the terms of their agreement in a final and binding settlement agreement.