Complaint & Appeals Policy

Last updated: 2 November 2026

1. General complaints

For a problem with the Service, your plan or a charge, write to [email protected] with what happened and your account's address. Privacy matters go to [email protected]. For billing, see also our Refund Policy.

2. Appealing a decision

If we removed content, restricted or closed your account, or rejected your notice about illegal content, you can appeal for free within six months of the decision. Write to [email protected] with the decision you challenge and your reasons, plus any evidence.

3. How it is handled

A person reviews the appeal diligently and objectively, and not by automated means alone. We aim to answer within fourteen days and will tell you if it takes longer. If you are right, we reverse the decision without delay. In any case, we tell you the outcome and our reasons.

4. If you are still not satisfied

• You may use a certified out-of-court dispute settlement body under art. 21 of the Digital Services Act, for moderation decisions.
• For data protection, you may complain to a supervisory authority: see our Privacy Policy.
• You can always go to a competent court. If you are a consumer in the EU, that includes the courts of your own country.

5. Misuse

We may stop processing notices or complaints, for a reasonable time and after a warning, from someone who frequently sends manifestly unfounded ones.