Complaints procedure
How to file a complaint, what to include and how long we take.
Edition of August 25, 2026
1.Where to write
- 1.1The «Report» button on a product, a shop or a review.
- 1.2The support chat in your cabinet.
- 1.3The support address at the bottom of this page.
2.What to include
- 2.1A link to the product, shop, review or order.
- 2.2What the problem is and what outcome you expect.
- 2.3Documents or screenshots supporting your position, if you have them.
3.Timelines
- 3.1A complaint is registered the day it arrives.
- 3.2The usual answer takes up to three business days; complex disputes may take longer, and we say so.
- 3.3Safety and fraud complaints are handled first.
4.Rights holders
- 4.1State the right, the proof you hold it, and links to the infringing materials.
- 4.2Material may be restricted temporarily while we check.
5.Appeals
- 5.1A moderation decision can be appealed once, with new arguments or documents.
- 5.2A repeat complaint on the same matter with nothing new is not reviewed.
6.Bad-faith complaints
- 6.1Mass and knowingly false complaints are throttled: they keep us from answering people with a real problem.
Platform operatorIndicart — the operator's registration details will be published once the entity is registered[email protected]