Verified: 24 March 2026 03:15 pm CET
Industry: Biotechnology, mRNA Therapeutics & Vaccines
Jurisdiction: Germany
Primary Regulator: PEI (Paul-Ehrlich-Institut) and EMA (European Medicines Agency)
Important Safety Warning: Beware of fake customer service numbers on search engines. Scammers frequently target the biotech supply chain with “invoice redirection” phishing emails (Business Email Compromise). BioNTech staff will never demand you pay a clinical trial or supplier invoice to a new, unverified bank account via a generic email link, nor will they ask for your sensitive digital portal passwords.
Level 1: Customer Support (Kundenservice)
- For Refunds on Vaccines/Therapeutics: Stop! You cannot request a financial refund for a vaccine or prescription therapeutic from the manufacturer. You have no direct retail contract with BioNTech.
- For Adverse Medical Reactions (Side Effects): If you experience a severe side effect from a BioNTech vaccine or therapeutic, report it immediately to your administering doctor and to the BioNTech Medical Information & Pharmacovigilance portal.
- For Medical Professionals (Scientific Inquiries): Doctors and pharmacists can contact the BioNTech Medical Information team directly via their specialized medical portal for specific data on Comirnaty or oncology trials.
- For B2B Suppliers & Corporate Clients: Contact the central BioNTech SE switchboard at +49 6131 9084 0 or email service@biontech.de.
- Availability: Central B2B hotlines operate Monday to Friday during standard business hours (CET). Medical Information portals are typically available 24/7 for adverse event reporting.
- Timeline: Standard corporate administrative inquiries take a few business days. Formal pharmacovigilance reports trigger strict, legally mandated internal medical reviews.
- Source Verification: BioNTech Contact & Medical Information
Level 2: Formal Written Complaint & Mahnung
- Who to contact: Formally escalate a direct B2B commercial dispute, clinical trial issue, or supplier conflict by sending a registered letter with return receipt (Einschreiben mit Rückschein) to their legally registered headquarters.
- Address: Address your letter to the Management Board, BioNTech SE, An der Goldgrube 12, 55131 Mainz, Germany.
- Timeline: A legally binding deadline of 14 days (set via your Mahnung) provides the company a strict timeframe to resolve a standard financial B2B dispute before they legally default (in Verzug geraten).
- Source Verification: Impressum - BioNTech SE
Level 3: Regulatory Authority / ADR
- Commercial/Consumer Disputes: BioNTech SE explicitly refuses to participate in voluntary consumer arbitration boards like the Universalschlichtungsstelle. Do not waste time sending financial disputes here.
- Vaccine Safety & Biologicals: If you are reporting a severe, undisclosed side effect, a dangerous batch defect, or safety concerns regarding an mRNA product in Germany, report it directly to the Paul-Ehrlich-Institut (PEI).
- Corporate Compliance/Whistleblowing: To report severe supply chain violations, clinical trial data integrity issues, or corruption, use the confidential BioNTech Whistleblower Portal.
- Source Verification: PEI Official Website - Nebenwirkungen melden / BioNTech Compliance
Level 4: Legal Action
- Pre-Litigation: Before initiating formal court proceedings against a biotech manufacturer, patients must seek case-specific legal assistance from a highly specialized medical liability lawyer (Fachanwalt für Medizinrecht).
- Court/Arbitration (Medical Liability): Standard consumer dunning processes (Mahnverfahren) are completely useless for vaccine injuries. You must sue directly under the German Medicines Act (Arzneimittelgesetz) or seek state compensation under the Infection Protection Act (Infektionsschutzgesetz).
- Filing the Lawsuit: High-stakes pharmaceutical liability cases bypass simple local courts and are almost exclusively handled at the Regional Court (Landgericht Mainz), where hiring a lawyer is legally mandatory (Anwaltszwang).
- Source Verification: German Medicines Act (AMG)
Community Action: Are you a B2B supplier struggling with a procurement dispute out of Mainz, or are you looking for the correct legal templates to request clinical trial data? Reply below (do not share your passwords, full banking details, or sensitive personal medical records), and our community will point you to the right resources!