Положення

Adaptation of the regulations to new legal regulations.

Introduction of verified account status.

Hello, good day! Through the Lockme platform, you can browse offers for escape room experiences, enter into agreements directly with the owners of these rooms, rate the rooms, and also enter into agreements regarding vouchers or games sold by the platform administrator.
We emphasize that when you book a visit to an escape room through the platform, you enter into an agreement directly with the room owner, and the role of the platform is solely to provide you with the opportunity to enter into such an agreement.

General Terms and Conditions of Service

Preliminary Provisions

[Definitions] The following meanings are attributed to the terms below:
1. Account – a collection of resources maintained by the Administrator, in which User data and information about their actions within the Service are stored;
2. Account Agreement – agreement concluded between the User and the Administrator in accordance with the provisions of the General Terms and Conditions, by virtue of which the Administrator undertakes to maintain the User's Account within the Service, and the User undertakes to use the Service in accordance with the provisions of the General Terms and Conditions;
3. Administrator – Lockme sp. z o.o., ul. Ofiar Oświęcimskich 17 | 50-069 Wrocław, KRS 0000942965 WR.VI NS-REJ NIP 8971900213 REGON 520822461 - Share capital: PLN 5000, that can be contacted via email at: [email protected] or by phone at +48 577 502 902.
4. Business Account – an account maintained by the Administrator for the Business User;
5. Business User – a User who has a Business Account on the Service and, through it, provides information about a Room as part of their business activities;
6. Consumer – a natural person entering into an agreement with the Administrator or Partner that is not directly related to their business or professional activity;
7. Discount Code – an alphanumeric code that entitles to a reduction in the value of an order placed through the Service.
8. Entrepreneur with Consumer Rights (PNPK) – a natural person entering into an agreement directly related to their business activity with the Administrator or Partner, when the content of the agreement indicates that it does not have a professional character for this person, arising in particular from the subject of the business activity carried out by them, made available on the basis of the provisions on the Central Register and Information on Economic Activity (CEIDG).
9. Game – a board game offered for purchase by the Administrator through the Service;
10. Game Purchase Agreement – an agreement whereby the Administrator undertakes to transfer ownership of the Game to the User, and the User undertakes to pay the Administrator the agreed price;
11. General Terms and Conditions – these General Terms and Conditions of Service;
12. Partner – a Business User to whom the Administrator has granted such status in accordance with the provisions of the Terms for Businesses; unless otherwise specified, the provisions regarding the Business User also apply to the Partner;
13. Ranking – a list of Rooms displayed on the Service in an order determined by an algorithm based on added reviews and ratings; general information about the main parameters influencing the placement of Rooms in the Ranking is available at https://lock.me/en/how-it-works;
14. Room – an escape room facility, about which a Business User provides information on the Service;
15. Room Regulations – the terms of use for the Room provided by the Partner;
16. Room Booking Agreement – an agreement between the User and the Partner in accordance with the General Terms and Conditions, whereby the Partner agrees to make the Room available to the User on a date and time chosen by the User and in accordance with the terms and conditions described in the Room Regulations, and the User agrees to pay the Partner the remuneration, with the remuneration to be paid in advance via the Service;
17. Service – the internet platform accessible at https://lock.me;
18. Terms for Businesses – Terms of Cooperation with lock.me available in the business panel;
19. User – any entity using the Service;
20. User Content – content and information provided by the User for storage upon their request in the digital system of the Service, or potentially for its publication on the Service.
21. Voucher – a gift voucher issued to the bearer, which can be redeemed solely through the Service as a form of payment for booking a Room;
22. Voucher Purchase Agreement – an agreement whereby the Administrator undertakes to transfer ownership of the Voucher to the User, and the User undertakes to pay the Administrator the agreed price;
[Preliminary Provisions] The Administrator provides the Service through which it provides the User with electronic services in the manner and on the terms described in the General Terms and Conditions.
[General Terms and Conditions] The General Terms and Conditions define the rules for:
1. using the Service,
2. creating and operating an Account,
3. enter into a Room Reservation Agreement,
4. entering into a Voucher Purchase Agreement and redeeming the Voucher,
5. entering into a Game Purchase Agreement,
6. submitting reviews and ratings for a Room,
7. reporting violations and filing complaints
8. administering User Content.
[Contact Point] The Administrator has designated an electronic contact point associated with the Service for direct communication with the authorities of the Member States, the Commission, the Council of Digital Services: [email protected]. The same contact point can be used by the User for direct and prompt communication with the Administrator.

Service

[Service Content] The Service collects information about Rooms. The information can be sorted according to various criteria selected by the User. If the criterion "recommended" is selected, the information is displayed according to the Ranking.
[Service Availability] The Service is publicly accessible.
[Free-of-Charge Service] The use of the Service is free of charge.
[User Anonymity] The use of the Service is possible anonymously, except for actions reserved by the Administrator for Users with an Account on the Service.
[Technical Requirements] Using the Service does not require the User's computer or other device to meet specific technical conditions. It is sufficient to have:
1. a standard operating system,
2. a standard, up-to-date web browser,
3. an internet connection,
4. an active email address where the Administrator requires its submission.
[Service Functions] Through the Service, the Administrator provides the User with an electronic service, consisting of ensuring the User the opportunity to:
1. browse the content of the Service,
2. create and use an Account in the Service,
3. enter into a Room Reservation Agreement,
4. enter into a Voucher Purchase Agreement,
5. enter into a Game Purchase Agreement,
6. post User Content to the Service.
[Service Functions for Account Holders] Some functions as part of the provided electronic service are available exclusively for Users who have an Account on the Service.
[Unauthorized use of the Service] If the User uses the Service in an unauthorized manner, i.e. contrary to the law, morality or the provisions of the General Terms and Conditions, the Administrator shall have the rights provided for in the General Terms and Conditions.

Account

[Account] To create an Account, the User must perform the actions specified on the Administrator's Service and accept the General Terms and Conditions. Creating an Account on the Service is also possible using an existing Facebook account.
[Account Agreement] Upon acceptance of the General Terms and Conditions, an Account Agreement is concluded between the User and the Administrator.
[Free-of-Charge Account Management Agreement] The Account Management Agreement is free of charge.
[Terms of Validity and Termination] The Account Management Agreement is concluded for an indefinite period with the possibility of termination by the User with immediate effect at any time by sending a declaration to the Administrator via email.
[Account Management Agreement and Business Account Management Agreement] The Account Management Agreement expires upon the conclusion of a Business Account Management Agreement in accordance with the provisions of the Terms for Businesses.
[Linking Accounts] If the User did not create an Account using their Facebook account, they may later link their Account on the Service with their Facebook account.
[Email Address] In all communication with the Administrator, the User is obligated to use the email address provided during the creation of the Account or its linking with the Facebook account, or the address indicated by the User in the Account panel.
[User Profile] The User can fill in their User Profile by providing additional information such as a bio, photo, visited escape rooms, etc. These pieces of information constitute User Content.
[Account Verification] An account may have either an unverified or verified status. An Account has the default status of unverified. Verified Accounts are marked in the Service in a manner that distinguishes them from unverified Accounts. Unverified Accounts are not marked in any special way. A User interested in obtaining verified status for their Account shall submit the Account for verification. For an Account to obtain verified status, the User is obliged to:
1. provide their real name and surname in the User's profile,
2. add a photo in the User's profile, where the User's face is visible,
3. publish at least one review of a Room within the Service, meeting the requirements of the General Terms and Conditions,
4. provide their telephone number,
5. confirm their identity by entering a unique verification code sent to the telephone number provided by the User into the form provided for that purpose.

After the User submits the Account for verification, the Administrator carries out the verification. The User shall receive information on the result of the verification within 7 business days from the submission of the Account for verification. In the case of a positive verification, the Account is marked in the Service as verified. In the event of a negative verification, the User may submit the Account for verification once again, after fulfilling the conditions referred to above. If any of the aforementioned conditions is no longer fulfilled (e.g. the User removes a photo of their face from their profile), the Account shall lose its verified status. In such a situation, the User may submit the Account for verification again, after fulfilling the conditions referred to above.

[License for Content Usage] By posting any content on the Service or within the Account, including images or trademarks, the User grants the Administrator a non-exclusive, temporally and territorially unlimited license to distribute this content on the Service, on social media channels operated by the Administrator related to the Service, and in newsletters sent by the Administrator to its subscribers.
[Administrator's Rights] The Administrator is entitled at any time to verify the data contained in the Account and take any necessary actions, including requesting additional data or statements. Pending clarification, the Administrator is entitled to block the Account.

Room Reservation Agreement

[Room Reservation Agreement] The User may enter into a Room Reservation Agreement with a Partner via the Service.
[Reservation Creation] To conclude a Room Reservation Agreement, the User must create and submit a reservation through the Service, accept the General Terms and Conditions, and the Room Regulations applicable to the reservation, and make the payment. Acceptance is voluntary but necessary to conclude the Room Reservation Agreement.
In the case of making a reservation together with the purchase of a Voucher and a Game, the Room and the delivery location of the Voucher or Game must be in the same country.
[Using the Voucher] To make a payment, the User can use a Voucher. Voucher involves entering its unique number and security code in the appropriate fields.
[Conclusion of the Room Reservation Agreement] After making the payment, upon redirecting the User to the Service's confirmation page of the reservation, the Room Reservation Agreement is considered concluded between the User and the Partner. If there were multiple reservations in the order, as many Room Reservation Agreements are concluded as there were reservations in the order.
A confirmation of the order and a confirmation of the conclusion of the Room Reservation Agreement will be sent to the User's email address.
[Execution of the Room Reservation Agreement] The Room Reservation Agreement will be executed by the Partner in accordance with the provisions of the Room Regulations. Any changes to the Room Reservation Agreement, especially regarding the execution date, require arrangements with the Partner.
[Room Reservation Agreement and Administrator] The Administrator is not a party to the Room Reservation Agreement concluded by the User through the Service. The role of the Administrator is to provide the User with the technical capability to conclude the Room Reservation Agreement directly with the Partner.
[Use of the Discount Code] During the reservation process, the user can enter a discount Code, which will reduce the order value. Only one discount Code can be added to each order. If the discount Code is not valid, the system will inform the User with an appropriate message.

Voucher

[Voucher] Through the Service, the User can purchase a Voucher for use as a means of payment when concluding a Room Reservation Agreement through the Service.
[Voucher Form] The Administrator sells the Voucher in electronic form in two versions. There is a voucher for use during the reservation of stationary rooms in Poland, and a voucher for reserving Live Cam Escape Room types.
[Voucher Price] The Voucher price is gross.
[Purchase of the Voucher] To purchase a Voucher, the User must follow the steps specified by the Administrator in the Service, accept the General Terms and Conditions, and make the payment. Acceptance is voluntary but necessary to conclude the Voucher Purchase Agreement.
[Conclusion of the Voucher Purchase Agreement] Upon making the payment, a Voucher Purchase Agreement is concluded between the User and the Administrator.
[Delivery of the Voucher] The electronic form of the Voucher will be delivered to the User immediately after making the payment by sending it to the email address provided in the order form. The delivery of the electronic form of the Voucher is free of charge. The printed form of the Voucher will be delivered within 14 days from the moment of payment. The Voucher will be sent by Polish Post. The cost of printing and shipping is provided on the Voucher purchase page.
Vouchers are available in different currencies. The availability of currencies depends on the type of Voucher.
[Validity Period] The validity period of the Voucher is 3 (three) months for Vouchers dedicated to the Polish market and 2 (two) months for Live Cam Escape Room Vouchers, counted from the moment of Voucher purchase.
[Current Value] The Voucher can be redeemed more than once until its nominal value is fully utilized. Each time the User redeems the Voucher, the redeemed amount is deducted from the nominal value, and the difference represents the current value. The current value of the Voucher can be checked on the page specified by the Administrator by entering the Voucher number and security code.
[Redemption of the Voucher] The Voucher can be redeemed for the duration corresponding to its expiration date when concluding a Room Reservation Agreement through the Service. The Voucher cannot be used to make payments for a Game. Only one Voucher can be redeemed for one order. The Voucher cannot be redeemed in a currency other than the reservation currency.
[No Exchange of the Voucher] It is not possible to exchange the Voucher for cash. Several Vouchers cannot be combined into one Voucher.

Game

[Game] Through the Service, the User can purchase a Game.
[Purchase of the Game] To purchase the Game, the User must follow the steps specified by the Administrator in the Service, accept the General Terms and Conditions, and make the payment. Acceptance is voluntary but necessary to conclude the Game Purchase Agreement.
[Conclusion of the Game Purchase Agreement] Upon making the payment, a Game Purchase Agreement is concluded between the Administrator and the User.
[Delivery of the Game] The Game will be delivered to the User in the chosen manner to the address provided in the order form no later than 14 days after making the payment.
In circumstances clearly defined by the Administrator, such as pre-sales, promotions, or sales, the Administrator may specify a different delivery time for the Game, of which the User will be explicitly notified.
[Use of the Discount Code] During the game purchase process, the user can enter a discount Code, which will reduce the order value. Only one discount Code can be added to each order. If the discount Code is not valid, the system will inform the user with an appropriate message.

Reviewing and rating a Room

[Room Review] A User with an account in the Service can submit a review about a Room and provide a rating.
[Verified Review] Users who have entered into a Room Reservation Agreement are entitled to submit a review labeled as "Verified Review."
[Unverified / Verified Account] The designation of "Verified Review" is exclusively linked to the fact that a Room Booking Agreement has been concluded. In addition, the Service distinguishes between an unverified Account and a verified Account. The distinction between a verified and an unverified Account is also visible when a review is added. If there is no such indication, this means that the review was added using an unverified Account.
[Private Message] Users can include a private message within their review, intended exclusively for the relevant Business User.
[Unacceptable Actions] It is unacceptable to:
1. Submit a review or rating for a Room by a user who played the Room for free, especially as part of a test game or based on information gathered before visiting the Room. An exception is made for reviews or ratings by a User who received a refund from the Business User after a successful Room Reservation Agreement due to dissatisfaction resulting from their experience in the Room.
2. Submit a review or rating for a Room by a Business User, as well as by employees, subcontractors, contractors under work agreements, or any other individuals or entities associated with the Business User or providing services on its behalf. This includes close family members, friends, or acquaintances.
3. Submit a review that violates the law or good manners, particularly one that is unreliable, dishonest, offensive, incites aggression or hatred, or discriminates. An unreliable opinion is considered an opinion that, in particular, does not add any cognitive value or does not address any aspects of the gameplay.
4. Disclose storyline details or Room elements (spoilers) in the review.
5. Include links to blogs, fan pages, or any other websites in the review.
6. Post reviews that violate the general rules regarding User Content specified in the Appendix to the General Terms and Conditions.
[Reporting a Review] Any person or any entity may report to the Administrator the presence in the Service of a review about a Room that the person or entity considers to be illegal. The reporting procedure is governed by the general rules on User Content contained in the appendix to the General Terms and Conditions.
[Administrator's Rights] If the Administrator determines that the User or Business User has engaged in unacceptable actions as mentioned in paragraph 50 above, the Administrator may:
1. Verify the information contained in the review, and/or
2. Mark the review as restricted, meaning it will not be considered by the algorithm generating the Ranking, and/or
3. Hide the visibility of the review, as well as modify its content or even delete it, and/or
4. Block the Account until the restoration of compliance with the law, good manners, or the provisions of the Terms for Businesses, or the removal of the effects of unacceptable actions.
For the decision-making process by the Administrator, its justification, informing the User of the decision, and the User's appeal of the decision, the general rules regarding User Content specified in the Appendix to the General Terms and Conditions are applied.
The Administrator may mark a review as archival if the review pertains to a version of the Room before its reconstruction or the transfer of the Room scenario to another city.
A person in respect of whom the circumstances referred to in clause 54.2 cease to exist, after notifying the Administrator of this fact, may add a rating or a review about a Room, with the exception of a Room that they visited at the time when the circumstances concerned them. If the person adding the review was a Business User, the review will not be considered by the algorithm on which the Ranking is based. If the person adding the review was the person referred to in clause 54.2, other than a Business User, the opinion will not be considered by the algorithm on the basis of which the Ranking is created only in the city in which the Room of the Business User with which the person adding the opinion was connected operated.

Reporting violations and complaints

[Reporting Violations] Reporting violations is extensively regulated within the general rules concerning User Content, which are included as an Appendix to the General Terms and Conditions. These rules apply, in particular, to reviews about Rooms.
[Complaints] Users can file complaints related to the use of the Service, the conclusion, or execution of the Account Management Agreement, Voucher Purchase Agreement, or Game Purchase Agreement, especially complaints regarding the non-compliance of the Game or Voucher with the agreement (as the Administrator is responsible for the conformity of its services with the agreement, which is assessed based on the provisions of the Consumer Rights Act).
A complaint should include:
1. User identification,
2. The subject of the complaint,
3. Circumstances justifying the complaint,
4. User's request regarding the complaint.
Complaints can be submitted in the form of a message to the Administrator's email address.
The Administrator will consider the complaint within 14 days of receiving it. The User will be notified of the decision resulting from the complaint review in the same way the complaint was sent.

Final provisions

[Applicable Law and Polish Jurisdiction] The agreement is subject to Polish law, which does not deprive the Consumer or Entrepreneur with Consumer Rights (PNPK) of the right to use the entitlements arising from the regulations applicable in the country of the Consumer's or Entrepreneur with Consumer Rights (PNPK)'s place of residence. The User and the Administrator will first make efforts to amicably resolve disputes arising from the use of the Service or the conclusion of the Account Management Agreement, Voucher Purchase Agreement, or Game Purchase Agreement. If the parties cannot reach an agreement, the dispute will be resolved by the competent common court in Poland, competent for the Administrator's registered office (the choice of the court does not concern the Consumer and Entrepreneur with Consumer Rights (PNPK) – in this respect, the court's jurisdiction is determined according to general principles).
[Consumer's right to withdraw from the agreement] The Consumer or Entrepreneur with Consumer Rights (PNPK) has the right to withdraw from the concluded Voucher Purchase Agreement or Game Purchase Agreement without giving any reason within 14 days from the date of delivery of the Voucher or Game. The statement of withdrawal can be made by the Consumer or Entrepreneur with Consumer Rights (PNPK) to the Administrator in any convenient way via the postal or email address of the Administrator before the deadline for withdrawal from the agreement expires. In the case of withdrawal, the parties promptly, but no later than within 14 days, return mutual benefits without additional costs. The Consumer or Entrepreneur with Consumer Rights (PNPK) bears the direct costs of returning the Game. The refund for the Consumer or Entrepreneur with Consumer Rights (PNPK) will be made using the same payment method as the one used by the Consumer or Entrepreneur with Consumer Rights (PNPK) for payment. The rules for withdrawing from the Room Reservation Agreement arise from the generally applicable legal provisions or the Room Regulations. Since the Administrator is not a party to the Room Reservation Agreement, matters related to the withdrawal from the Room Reservation Agreement are handled directly by the Partner.
[Dispute Resolution] The Consumer has the option to use out-of-court methods of complaint resolution and the pursuit of claims. The Consumer can also use the online dispute resolution platform (ODR).
[Consumer Rights] The Consumer may also have certain rights arising from consumer protection regulations.
[Personal Data and Cookies] Provisions regarding the principles of processing personal data and the use of cookies are included in the Privacy Policy.
[Limitation of Liability] Subject to the provisions that are absolutely binding and the provisions regarding Consumers and Entrepreneur with Consumer Rights (PNPK), to the extent permitted by applicable laws, the Administrator disclaims liability for:
1. any damages caused to third parties as a result of Users using the Service in a manner contrary to the General Terms and Conditions or legal provisions,
2. content posted by Users through the Service that violates the law or the protected rights of third parties,
3. the way in which entities other than the Administrator use the content posted by Users within the Service,
4. loss of User data caused by external factors or other circumstances beyond the Administrator's control,
5. unavailability of the Service due to reasons other than the User,
6. interruptions in access to the Service caused by the need to fix malfunctions, test hardware and software, or perform maintenance,
7. damages incurred by Users due to incorrect recording or reading of information,
8. technical issues related to the use of the Service arising from reasons beyond the control of the Service, including those caused by force majeure or improper functioning of the Internet.
[General Terms and Conditions Applicability] The Administrator may specify, in the form of an Appendix to the General Terms and Conditions for a specific country, other provisions in the scope covered by the General Terms and Conditions.
[Changes to the General Terms and Conditions] For valid reasons, the Administrator reserves the right to change the General Terms and Conditions. Valid reasons justifying a change in the General Terms and Conditions include, in particular, changes in universally, nationally, or locally applicable legal regulations, organizational changes on the Administrator's side, expansion of services provided by the Administrator, the inability to continue providing services by the Administrator under current conditions, and the need to adapt the General Terms and Conditions to unfair practices of Users aimed at circumventing the provisions of the General Terms and Conditions. The Administrator will inform Users about the new content of the General Terms and Conditions through a message to their Account. In case of non-acceptance of the new content of the General Terms and Conditions, the User has the right to terminate the Account Management Agreement at any time. The General Terms and Conditions applicable at the time of entering into the agreement apply to the Voucher Purchase Agreement and Game Purchase Agreement.
[Effective Date of the General Terms and Conditions] The General Terms and Conditions come into effect on the day of publication within the Service.

Appendix to the General Terms and Conditions for the Use of the Service applicable in the Republic of Poland

[Definitions] The following meanings are attributed to the terms below:
1. Game Master - an employee or collaborator of the Business User who is responsible for organizing, narrating, and overseeing the proper course of the game taking place in the Room;
2. Appendix - this Appendix to the General Terms and Conditions for the Use of the Service applicable in the Republic of Poland, which, within the scope specified herein, amends the provisions of the General Terms and Conditions as defined in the General Terms and Conditions.
[Applicability of the Appendix] The Appendix is applicable within the territory of the Republic of Poland.
[Scope of Changes Introduced by the Appendix] Within the scope specified below, the Appendix introduces the following changes to the General Terms and Conditions:
1. In order to give a review of the Room, the User must have their Account linked to their Facebook account.
2. The data contained in the User's Facebook account, of any User who has linked their Service Account with their Facebook account, must be consistent with the data contained in the Account, in particular as regards image, first name and surname. The data contained in the Accounts must allow the User to be identified by name, surname and picture.
3. A User with an Account in the Service can leave a review of a Room and rate it within 90 days from the day of playing the Room. In the case of submitting a review older than 90 days, it will be visible on the Service, but it will be appropriately marked and will not affect the Ranking. Reviews submitted more than 90 days before the implementation of this version of the General Terms and Conditions are not subject to restoration.
4. The provisions of paragraph 54.2 also apply to close associates of the Game Master, unless leaving a review or rating of the Room concerns a Room located in a different city than the current or previous place of employment or collaboration of the Game Master.
5. The provisions of paragraph 53 apply accordingly to close associates of the Game Master and the Game Master.
[Matters Not Regulated] In matters not regulated by the Appendix, the provisions of the General Terms and Conditions apply accordingly. In the event of a conflict between the provisions of the General Terms and Conditions and the provisions of the Appendix, the provisions of the General Terms and Conditions shall prevail.

Appendix - rules regarding User Content

Through the Service, the User can submit User Content, which is stored or published on the Service, such as room reviews, additional information about the Account, messages between Users.
It is forbidden to post User Content that:
1. is illegal under the Digital Services Act (DSA);
2. infringes intellectual property rights, especially copyrights, trademark rights, database rights;
3. violates personal rights;
4. breaches fair competition principles;
5. serves to advertise or promote competitive services compared to the Service;
6. is intended to conduct activities prohibited by law, such as fraud attempts and financial scams;
7. incites violence against any living beings, including animals, or praises such violence;
8. propagates any fascist or other totalitarian regime of a state;
9. incites hatred based on gender, sexual orientation, nationality, ethnicity, race, religion, or lack thereof, or praises such hatred;
10. encourages dangerous behaviors or praises such behaviors;
11. insults or defames a group of people or individual persons based on their gender, sexual orientation, nationality, ethnicity, race, religion, or lack thereof;
12. contains chauvinistic or misogynistic content, or indicates gender discrimination;
13. defames or insults any individual person;
14. contains vulgar language or other offensive content;
15. insults religious sentiments.
In the event that the Administrator obtains any information giving rise to suspicion that User Content is, has been, or may be involved in committing a crime threatening the life or safety of a person or persons, the Administrator immediately informs law enforcement authorities and/or judicial authorities about their suspicion and provides all available information on the matter.
The Administrator may, at their own initiative, conduct voluntary checks on User Content aimed at detecting illegal User Content or User Content that is not in compliance with the General Terms and Conditions.
Any individual or entity can report to the Administrator the presence of User Content on the Service that the individual or entity deems illegal. The report may be sent using the dedicated form published for this purpose in the Service (for submissions from Users with an Account, concerning reviews about Rooms sent within 30 days of their publication in the Service of the submitted review) or by email to the email address [email protected] (in other cases) and should contain the following elements:
1. A sufficiently justified explanation of the reasons why the individual or entity alleges that the User Content constitutes illegal content;
2. Clear indication of the exact electronic location of the User Content, such as the precise URL address or addresses, and, where applicable, additional information enabling the identification of illegal User Content;
3. The full name and email address of the person or entity making the report, except for reports concerning content related to one of the offenses listed in Articles 3-7 of Directive 2011/93/EU (offenses related to sexual exploitation and abuse, offenses related to child pornography, solicitation of children for sexual purposes, instigation, aiding and abetting, and attempted offenses);
4. A statement confirming the good faith belief of the person or entity making the report that the information and allegations contained therein are accurate and complete.
To simplify any the User reports sent by email, the Administrator has prepared a template report form which the User may use. The template is available at https://lock.me/en/report-website-content.
If the report includes electronic contact details of the person or entity making the report, the Administrator promptly sends confirmation of receiving the report to such person or entity. The Administrator also promptly notifies such person or entity of their decision regarding the User Content mentioned in the report, providing information about the possibility to appeal the decision made.
The Administrator considers all reports and makes decisions regarding the User Content mentioned in the reports in a timely manner (within 14 days of receiving the report), in a non-arbitrary and objective manner, while exercising due diligence.
In case of detecting illegal User Content or User Content that violates the General Terms and Conditions, the Administrator may decide to:
1. limit the visibility of User Content, including removing the User Content or preventing access to the User Content;
2. block the User's ability to post User Content;
3. suspend or close the Account.
Administrator informs all concerned Users about their decision, unless:
1. The appropriate electronic contact information is not known.
2. The decision concerns User Content that consists of misleading commercial communications of significant volume.
3. The decision was made as a result of an order issued by competent judicial or administrative authorities.
The decision includes a clear and specific rationale containing at least the following information:
1. indication of whether the decision includes the removal of User Content, preventing access to it, limiting the visibility of User Content, blocking the User's ability to post User Content, suspending or closing the Account;
2. facts and circumstances on which the decision was based, including, where applicable, information on whether the decision was made based on a report made under paragraph 5 or based on voluntary checks carried out on our own initiative, and, if absolutely necessary, the identity of the reporter;
3. where applicable, information about the use of automated means in decision-making, including whether the decision was made regarding User Content detected or identified using automated means;
4. if the decision concerns potentially illegal User Content: indication of the legal basis on which the decision is based, and explanations regarding the reasons why, on that basis, the specified User Content is considered illegal;
5. if the decision is based on alleged non-compliance of User Content with the General Terms and Conditions: indication of the provision of the General Terms and Conditions on which the decision is based, and explanations regarding the reasons why the specified User Content is considered non-compliant with that provision;
6. clear and user-friendly information about the User's available options for appealing the decision.
Each decision made by the Administrator can be appealed. An appeal can be submitted via email within 14 days of receiving the decision. The appeal should include comprehensive explanations as to why the appealing individual or entity disagrees with the decision. The Administrator reviews appeals within 14 days.