Complaints and illegal content

Last updated: 23 September 2026 · Version 2026-09-23

1. Single point of contact

Getix Translate is operated by Alexandru Kornienko, sole trader (autónomo), trading as Getix Translate. Full details are in our legal notice.

Our single point of contact for authorities (Article 11 of Regulation (EU) 2022/2065, the Digital Services Act) and for users (Article 12 of the same Regulation) is hello@getixtranslate.com. You can write to us in English or Spanish. The channel is electronic, publicly available, easy to find and free, and it is not an automated system only: every message reaches a human being. You can also write to the postal address in our legal notice.

2. Reporting illegal content

We store transcripts, translations and recordings only because a user asked us to, and we do not review them in advance. We do not run automated moderation over your meeting content. We act when we receive a notice or an order from an authority, or when we detect abuse of the service itself, such as automated traffic or payment fraud.

Anyone may report content stored on Getix Translate that they consider illegal, or that infringes their copyright, whether or not they have an account with us. Send the report to hello@getixtranslate.com and include, as Article 16 of the Digital Services Act asks:

• a sufficiently substantiated explanation of why you consider the content illegal;
• a clear indication of where it is: the exact guest link or URL, the room code, the account email, or any other detail that lets us find it;
• your name and email address, except where the report concerns child sexual abuse material or offences under Articles 3 to 7 of Directive 2011/93/EU, which you may report anonymously;
• a statement confirming that you believe in good faith that the information in the report is accurate and complete.

For copyright notices from the United States, please also add your physical or electronic signature, an identification of the work you say was infringed, and a statement under penalty of perjury that you are the rightholder or are authorised to act for them.

3. What we do with a report, and how fast

• Receipt. We confirm in writing that we received your report, without undue delay and normally within two business days.
• Review. We review every report in a timely, diligent, non-arbitrary and objective way. A person makes the decision; we do not use automated means to decide on reports, and if that ever changes we will say so here and in the notice we send you.
• Decision. We tell you what we decided and why, and how you can contest it. Where the content is clearly illegal we act at once. Where it is not clear, we may ask you or the account holder for more detail before deciding.
• Serious crimes. If a report or anything we see gives rise to a suspicion that a criminal offence involving a threat to the life or safety of a person has taken place, is taking place or is likely to take place, we inform the law enforcement or judicial authorities (Article 18 of the Digital Services Act).
• False notices. Reports that are knowingly false or abusive can make the sender liable for the damage they cause, and we may stop processing notices from a sender who repeatedly submits them.

4. If we restrict your content or your account

If we remove content, disable access to it, suspend or close an account, stop or suspend the service, or restrict payments to a user, because of illegal content or a breach of our Terms of Service, we send the affected user a clear and specific statement of reasons. It goes out no later than the moment the restriction takes effect, including where our Terms let us act immediately and without prior notice. The statement says:

• what we did, from when, how widely it applies and for how long;
• the facts and circumstances we relied on, and whether a third party notice prompted it;
• whether automated means were used to detect or to decide, and if so, which part of the process they were used in;
• the legal ground, if the content is illegal, or the clause of our Terms and why the content or conduct breaches it;
• how you can contest the decision.

Contesting it. You have six months from our statement to ask us to look again. Reply to the statement, or write to hello@getixtranslate.com, and add anything you think we got wrong. A person reviews it, not a machine, and we tell you the outcome with reasons. If we decide we were wrong, we restore the content or the account without delay and at no cost to you. You may go to court at any time instead of, or after, writing to us.

5. Consumer complaints

If you bought from us as a consumer and something went wrong, you do not need any special form. Write to hello@getixtranslate.com, or to the postal address in our legal notice, and tell us what happened and what you want us to do.

• Channels. Email to hello@getixtranslate.com and post to the address in our legal notice. We are a one person business and we do not run a telephone line, so we say so plainly instead of publishing a number nobody answers. Both channels reach a person, both are free, and the 15 day deadline below applies to both.
• Acknowledgement and reference. We confirm your complaint in writing and give it a reference key, so you can quote it and follow it. Article 21.2 of the Spanish consumer act requires both.
• Answer. We answer no later than 15 days from the day you sent the complaint, as Article 21.3 of the Spanish consumer act requires since the reform by Law 10/2025. If we need longer to fix the underlying problem, we still answer inside those 15 days and tell you what we are doing and by when.
• Refunds and your statutory rights. A complaint never replaces your right of withdrawal or the legal guarantee of conformity. Those are in section 4 and section 7 of the Terms of Service, and the model withdrawal form is in our legal notice.
• If we do not agree. We are not currently a member of an out-of-court dispute resolution scheme. You can take the matter to the consumer authorities of the Generalitat Valenciana or to the consumer office (OMIC) of your municipality, to the consumer authority of the country where you live, or to the courts. The European online dispute resolution platform stopped taking complaints in 2025 and no longer exists.

6. Privacy and data protection requests

Requests about your personal data, such as access, correction, erasure, portability or an objection, are handled under the Privacy Policy, which also tells you how to complain to a supervisory authority. To take a copy of your data with you, see data export and switching.

7. Our other legal pages

Legal notice · Terms of Service · Privacy Policy · Cookie Policy · Data export and switching · Información precontractual (castellano)