Report content

Tuqo is a software publishing platform: the content of sites is determined by their owners, and the Contractor does not carry out prior moderation. With respect to such content, the Contractor acts as an information intermediary (Article 1253.1 of the Civil Code of the Russian Federation) and responds to substantiated complaints, under the rules below.

1. Complaint form

The fastest way is the form below: the complaint reaches our operator immediately, and when there are many complaints about the same material, access to it is restricted automatically (except for complaints that require assessment: about intellectual property, about the use of personal data and about a seller of paid access). If you prefer email, write to abuse@tuqo.ru: the procedure and times are the same; include the information from section 2 and state that you give consent to the processing of personal data. Questions about service and payment: a ticket in your account (the main channel) or support@tuqo.dev.

2. What to include in a complaint

• The exact address (URL) of the page or file, including an address like drop.tuqo.pro/… for drafts (the earlier draft addresses drop.tuqo.app/… and drop.tuqo.ru/… are accepted too);
• the type of violation;
• what the violation is and the grounds: which law or whose right is violated and what proves it (for example: infringement of exclusive rights, false information, personal data without consent, fraud/phishing, prohibited materials);
• who you are, if the matter concerns personal data: the data subject or their representative; for intellectual property, the information in section 2a;
• a contact for the reply (email), required for complaints about rights, about the use of personal data and about a seller of paid access;
• if possible, a screenshot and the date/time of discovery.

The Contractor does not establish facts on the complainant's behalf: for violations that require assessment, the decision is made on the basis of the information and documents provided. Knowingly false complaints and complaints without information allowing their validity to be assessed may be left without consideration.

2a. Intellectual property infringement

As an information intermediary, the Contractor does not establish authorship and does not resolve disputes about rights between the complainant and the site owner. A complaint about an infringement of copyright, related rights or rights to means of individualization is handled on the basis of the information provided. Include:

• who you are: the right holder or their representative (a representative attaches a power of attorney);
• which materials on the site infringe the rights: the addresses of specific pages or files;
• where your original is published: a link or a description;
• what proves your rights: dated publications, registration or deposit, contracts, source files;
• a statement that you are the right holder or act on their behalf, have not authorized the posting and that the information is accurate;
• consent to pass your name, email address and the text of the complaint to the site owner.

How the complaint is handled:

• upon a court decision that has entered into force or a demand of an authorized body (including under Article 15.2 of Federal Law No. 149-FZ), access to the material is restricted within the prescribed times;
• if the complaint and the attached information make the complainant's rights and the unauthorized use of their material obvious (for example, a verbatim copy of a previously published text or the same images), access to that material is restricted; the site owner is notified and may dispute the measure;
• the Contractor may pass a complaint containing information about rights to the site owner and ask for explanations. If the owner objects and presents their own evidence, the dispute is resolved between the parties or in court.

You may also send a demand to the site owner directly (Article 15.7 of Federal Law No. 149-FZ) — contact details are usually given on the site itself — or go to court. Intellectual property complaints do not count towards the automatic restriction of access after mass complaints. A complainant who files a knowingly false complaint is liable for damages caused to the site owner and the Contractor.

3. Times and measures

• Registration of the complaint: within 1 business day at most;
• consideration and a reply on the merits: as a rule, within 3 business days;
• for violations that require assessment (intellectual property, personal data, disputes with a seller of paid access), measures are taken on the basis of the information and evidence provided or a court decision, under sections 2a, 3a and 5;
• for obvious violations that require no assessment (phishing, malware, materials with manifestly unlawful content), access to the material is restricted immediately, before the correspondence is completed;
• the Contractor may also stop such violations without a complaint — upon signals from security systems (browser and anti-phishing warnings) or on its own initiative (clause 10.1 of the Terms);
• upon a lawful request from an authorized body, measures are taken within the times set by the legislation of the Russian Federation.

Measures may include: restricting access to a single page or to the whole site, taking down the publication, suspending or blocking the account, in accordance with sections 9, 10 and 16 of the Terms of Service. The site owner is notified of the measures taken in the dashboard, unless this is contrary to law; the details of the grounds and the complainant’s details are not disclosed (clause 10.3 of the Terms). Visitors to a blocked site see a service page that does not state the reason. The owner may dispute the measure via support; the request is reviewed within 10 business days (clause 10.4 of the Terms).

3a. A buyer's complaint about a seller (“Paid access” mode)

If you paid for access to a gated site and access did not open, the materials do not match the description, the seller does not respond or sells prohibited goods, first write to the seller: their name, TIN (INN) and email address are shown on the payment screen and in the email confirming that access is open. Under the Tuqo Terms of Service, the seller must respond within 3 business days. If there is no response or the dispute cannot be resolved, contact us through the form above (type “Paid access”), stating:

• the site address and the email address you signed in with;
• the date and amount of the payment (from the receipt or bank statement);
• what was promised and what you received; your correspondence with the seller, if any.

We will respond within 3 business days. Buyers' money goes directly to the seller: Tuqo does not have it and cannot return it; but we will give you the seller's details, pass your complaint on to the seller and ask for explanations within the same period. We consider each complaint individually; if a violation is confirmed (access not provided after payment, a misleading description, prohibited goods being sold), we disable sales on the site, and for a gross or repeated violation we block the site under section 10 of the Terms of Service.

4. Tuqo Drop drafts

A draft is a temporary publication without registration at the service address drop.tuqo.pro (earlier drop.tuqo.app and drop.tuqo.ru): it carries a service banner, is closed to search engine indexing and is deleted automatically after 24 hours unless moved to an account. A complaint about a draft is handled under the same procedure; access to it may be restricted immediately. When a draft is published, the IP address, information about the client application, and the fact and time of confirming consent to the Terms of Service are recorded; this information is provided to authorized bodies upon lawful request (see the Privacy Policy).

5. Personal data

Demands of a personal data subject (deletion, correction, cessation of processing) concerning data posted by the site owner should be addressed first of all to that owner: with respect to such content, the Contractor acts under the procedure for processing on the operator's instruction. If the owner cannot be reached or the demand is obviously justified, send the complaint to us; the procedure is the same. Rights with respect to data of which the Contractor itself is the operator are described in section 8 of the Privacy Policy.

6. Contractor's details

Individual entrepreneur (sole proprietor) Aleksandr Viktorovich Antonov, TIN (INN) 262517638904, OGRNIP 312265133100116.