Last update: 09.04.2024
This Policy describes the procedure for reviewing complaints about violations received from government and law enforcement agencies, legal entities and organisations, and individuals (hereinafter referred to as “Complainants”).
Complaint submission procedure
1. Complaints and reports of violations should be submitted to the complaint contacts listed on our website in the Contacts section.
2. The complaint must contain:
• Full name and contact details of the Complainant.
• A description of the infringement or abuse.
• A list of domain names associated with the infringement or misuse.
• Documented evidence or legal documents supporting the claim.
• Copies of certifying documents if the Complainant represents a government or law enforcement agency.
3. The company will not consider:
• Anonymous complaints;
• Complaints that have already been fully investigated in accordance with this complaints procedure;
• Abusive complaints that contain foul language, which we will not consider or take seriously.
4. Time limits for lodging a complaint
Complaints must be lodged no later than twelve months after the date on which the matter complained of arose; or twelve months after the date on which the complainant became aware of the matter complained of.
5. Complaints handling procedure
Complaints received by the complaints contacts are processed and responded to within 24 hours.
Each message received by the grievance contact is assigned an identification code, which is used to track the status of the grievance.
The Company will handle your complaint within thirty (30) days of receiving and opening your complaint.
The Company will keep you informed about the process of handling your complaint by sending you relevant information by email whenever it deems appropriate.
The Company will do its best to resolve your complaint as quickly as possible, but this may not always be possible.
You will receive a final response to your complaint within thirty (30) days of receiving and opening your complaint.
If the issues are too complex for the Company to complete the investigation within thirty (30) days, you will be informed of any delay by receiving an interim email response from the Company explaining the reasons for the delay and providing a date when the Company will be able to complete the investigation of your complaint.
Once the Company has resolved your complaint, you will receive a written response.
6. Responsibility
In the case of obvious violations such as phishing, malware, fraud, pornography, domains used in such violations will be immediately blocked with subsequent notification to the registrants.
In cases of posting content that violates international laws, Bulgarian legislation, the terms of our Service Agreement, the Company will send a warning to the registrant, which will contain a description of the violation, recommended actions and response time. The Company may forward the complaint together with the warning. The Company shall offer the registrant to contact the Complainant directly to resolve the situation on the merits of the complaint. In case of no response or unwillingness of the registrant to eliminate the violation, the domain name involved in the violation may be blocked.
The Company does not guarantee the application of the above actions in case of insufficient evidence of the violation or in case we are not authorised to establish the facts of certain types of offences. In such cases, we recommend that the Complainant contact the relevant authorised organisations, such as courts, arbitration, law enforcement agencies, etc.
7. UPDATE OF THE Complaints POLICY:
The company has the right to periodically update this Complaints Policy. When this policy changes, a notice will be posted on our website, as well as the updated Complaints Policy.
+44 20 4591 3913 
