Complaints and content removal policy

Anyone can tell us about content on Alexela Maren that they believe is illegal or breaks our content policy, ask for content to be removed, claim that content infringes their rights, or complain about a purchase or an account. You do not need an account, and you do not need to pay.

How to report

Use the complaints form or the “Report this content” link on an item’s page, or write to support@example.com. The form asks what your report is about, which page or item it concerns, what is wrong and what should happen, and your email address if you want an answer.

What to include

• The exact link, or the title of the item or game step.
• Why you believe it is illegal or breaks our rules. Be as precise as you can.
• For a rights claim, such as copyright or a likeness to you: which right you hold and how the content infringes it.
• Your name (in the description) and your email, so we can reply. You may leave both out if you report possible child sexual abuse material.
• If you can, a statement that you believe in good faith that what you tell us is accurate and complete.

What happens next

• The form gives you a reference number at once.
• A person on our team reviews every report; reports are decided by people, not by automated tools. We resolve every report within 5 business days, and if you gave an email address we tell you what we decided and why.
• Illegal content is removed immediately and reported to our payment processor and to the authorities where necessary. Content that breaks our policy is removed too.
• If you tell us that something shows you, or a person who did not agree to it, we take it down at once while we check. If that consent cannot be confirmed, it stays down.
• A removal closes the content for everyone, buyers included, and its files stop being served. Buyers get back the credits they spent on it.
• If a decision restricts someone’s account, we tell that person the reasons.

If you disagree

Reply to our answer and explain why, and the decision will be looked at again within 5 business days. Consumers can also turn to the Consumer Disputes Committee of the Estonian Consumer Protection and Technical Regulatory Authority (www.ttja.ee), or go to court.

Payments and refunds

Complaints about a payment go through the same form. For refunds, see Refunds and right of withdrawal.

Contact point

For users and authorities, our contact point is support@example.com. Our postal address and phone number are in the Legal notice. You can write to us in English.