Report Illegal Content & Support

Publication date

2026-10-09

Effective date

2026-10-09

Version 2.11-PUSH-EN.
Publication and effective date: 9 October 2026.

1. Contact channels

OwnCup accepts communications in Bulgarian and English. A communication in another language may require additional time for translation. The electronic form and email enable communication with an OwnCup employee; a decision is not taken solely by automated means.

2. Notice of illegal content

Any person or organisation may submit a notice regardless of whether they have an OwnCup Account. The electronic form must allow the information listed below to be submitted and available supporting materials to be attached.

To enable OwnCup to locate and assess the material, state:

1. an explanation of why the material is considered illegal and, if known, the applicable EU or Member State rule;
2. the exact electronic location: link, screen, café name, date, approximate time and other search information;
3. a copy, text or screenshot of the material, if available;
4. the name or designation of the notifier and email address, except where the law permits a notice without this information;
5. a statement that the information is provided in good faith and is accurate and complete.

Complex legal characterisation is not required. However, the notice must be sufficiently precise and substantiated.

3. Acknowledgement and consideration

OwnCup acknowledges receipt without undue delay at the stated email address, if contact details have been provided.

The notice is considered in a timely, diligent, objective and non-arbitrary manner. OwnCup may request additional information.

OwnCup assesses the context, applicable law, its own rules, the rights and legitimate interests of affected persons and the proportionality of the measure. A decision is not taken solely by automated means.

Possible outcomes:

• no measure;
• correction or clarification;
• restriction of dissemination or sending;
• temporary suspension;
• removal of the material;
• restriction of a function or Account;
• reporting to a competent authority where required by law.

The notifier is informed of the outcome and the available method of review if an email address has been provided and disclosure is not prohibited by law.

4. Statement of reasons to the affected person

If OwnCup restricts content, a function, payments, visibility or an Account, a statement of reasons is provided to the affected user or café to the extent permitted by law.

It includes:

• the type, scope and duration of the measure;
• the principal facts and circumstances;
• the contractual and, where applicable, legal basis;
• information on whether automated means were used;
• available methods of internal review and external remedies.

OwnCup may withhold information if disclosure is prohibited by law, creates a threat to security or an investigation, or enables abuse of safeguards.

5. Review of a decision

The notifier or affected recipient of the service may request a review free of charge within six months after notification of the decision.

The request must contain:

• identifying information for the decision or original notice;
• an explanation of the disagreement;
• new facts or evidence, if any;
• an email address for the response.

The review is performed by an employee capable of changing the original decision. OwnCup considers the request in a timely and impartial manner and communicates the outcome in clear language.

This voluntarily provided procedure applies regardless of the current application of exemptions for micro and small enterprises and does not limit rights expressly granted by the DSA or other law.

6. Other remedies

Depending on the applicable law, a person may:

• contact the competent Digital Services Coordinator;
• use a certified out-of-court dispute settlement body;
• contact a consumer protection authority, data protection authority or other competent authority;
• bring proceedings before a court.

Internal review is not a prerequisite for applying to an authority or court unless the law provides otherwise.

7. Requests from competent authorities

A competent authority sends a request to support@owncup.eu with the subject “DSA authority request” and states:

• its name and contact person;
• the legal basis and powers;
• the specific service, Account or material;
• the required action and deadline;
• a secure method for transmitting the response, if necessary.

OwnCup may verify the authority and authenticity of the request. The contact point does not replace formal methods of service where the law requires a special procedure.

7.1. Urgent notification under Article 18 DSA

Where OwnCup, as a provider of hosting services, becomes aware of information giving rise to a suspicion that a criminal offence involving a threat to the life or safety of one or more persons has taken place, is taking place or is likely to take place, OwnCup promptly informs the law-enforcement or judicial authority of the relevant EU Member State and provides the relevant information available to it.

Where the relevant Member State cannot be identified with reasonable certainty, OwnCup informs the law-enforcement authority of the Member State in which it is established or in which its legal representative resides or is established, or Europol. The decision, time, recipient, legal basis and scope of the information provided are documented subject to confidentiality and disclosure restrictions.

8. Personal data and privacy

Information from a notice is used to consider it, communicate, prevent abuse, comply with the law and protect rights. It may be disclosed to the affected person or an authority only to the necessary extent.

The retention periods and the notifier’s rights are set out in the Privacy Notice.

9. Product and service disputes

OwnCup considers the operation of the platform and compliance with content rules. A question concerning taste, product quality, service or actual fulfilment of a reward is resolved primarily with the relevant café.

This does not limit the right to notify OwnCup of a systematic breach or to apply to a consumer protection authority or court.

10. Urgent cases

In the event of an immediate threat to life or safety, local emergency services should be contacted. OwnCup email is not an emergency channel.