Abuse and content takedown

What we need from you

• Your name or organization, plus contact details (email is mandatory).
• The specific target: bot identifier, channel (@username, phone number), link or screenshot of the offending message.
• Category: spam, phishing/fraud, illegal content, copyright infringement, impersonation, personal-data violation, child safety, or other.
• A description (at least 20 characters): what happened, when, which lawful interests were affected.
• Where possible, evidence: links to screenshots, copies of messages, timestamp data.
• For rights-holder complaints: proof of ownership (registration document or link).

How we handle reports

1. 01An automated acknowledgement is sent within 24 hours to the email you provided.
2. 02Routine categories are decided within 5 business days.
3. 03Content that endangers child safety, qualifies as extremist material, or is the subject of a competent-authority order or court decision is actioned immediately, within 24 hours.
4. 04If the complaint is well-founded we block the offending content and/or suspend the violator; for non-emergency cases we notify the data controller (the tenant) and allow 10 business days for a counter-notice.
5. 05The outcome is communicated to the complainant at the email address provided in the report.

Legal basis

• Kazakhstan: Law of the RK "On Online Platforms and Online Advertising" No. 18-VIII of 10.07.2023 (as amended in 2026) — platform-owner duties to receive complaints and block unlawful content (Arts. 9, 11, 14). Reaction to a competent-authority request is within 24 hours; reasoned response to a user complaint within 20 calendar days.
• Russian Federation: Art. 1253.1 of the Civil Code + Federal Law 149-FZ — the "information intermediary" status protects against liability only if the platform reacts in good time to written rights-holder claims (24 hours for copyright notices) and other lawful demands.
• Personal-data protection: deletion requests are handled via a separate form (see link below).