Reporting Content or Contesting a Palarena Decision
1. Contacting us
To report content, conduct or an offer on Palarena, write to contact@palarena.com, with the subject “Report”. This channel is free of charge and can be used without a Palarena account. You can write to us in French or in English; a person can examine your request.
In case of immediate danger, contact the emergency services. This address is not an emergency service and does not guarantee permanent monitoring. A report to Palarena does not prevent you from referring the matter to the competent authorities.
For a booking, a pass, an invoice or a refund, indicate “Complaint” instead and the reference concerned. The Club remains responsible for the service it sells. We handle the part that falls to Palarena and forward the necessary information to the Club where the request concerns it, without requiring you to determine the right contact on your own.
2. Useful information for a report
Copy the following headings into your message:
- Content concerned: exact address of the page, reference of the offer or match, name of the Club and any element making it possible to locate the content precisely. For content accessible only after sign-in, describe its location without communicating your password or an access token.
- Reason: explain the facts and why you think the content is unlawful or contrary to Palarena’s rules. It is not necessary to know the number of an article of law.
- Name and email address: indicate your name or that of the organization represented and an address to receive follow-up. This information is not required in cases of sexual offenses against minors for which the law provides this exception. An incomplete message is not ignored where it nevertheless makes it possible to identify a risk or unlawful content.
- Declaration: confirm that you believe, in good faith, that the information and allegations transmitted are accurate and complete.
Contextual information or relevant documents may supplement the request. Do not send full banking data, an identity document without a justified request, or unlawful content whose copying would itself be problematic. A link and a precise description are generally enough to begin the examination. For an infringement of intellectual property rights, also indicate the right concerned and what allows you to act for its holder.
This mechanism facilitates the precise notices provided for by Article 16 of the Digital Services Act.
3. Examination and follow-up
Where your address allows a reply, we acknowledge receipt without undue delay. If clarifications are necessary, we ask for them. We examine the content diligently, objectively and proportionately, taking into account the urgency, the risks to individuals, the rights of the parties and the information available.
A report does not automatically lead to removal. Depending on the facts, Palarena may take no measure, request a correction, limit the visibility of content, remove it, restrict a feature or suspend an account or an offer. The measure must correspond to the problem observed. A provisional protective measure may precede the full examination where the situation requires it.
We inform you without undue delay of the decision and of the possibilities for contesting it. If automated means were used to process the report or to decide, we say so. A request for review receives a human examination.
4. Informing the person concerned
Where a restriction is based on the unlawful nature of content or its incompatibility with the Palarena terms, the person concerned receives, at the latest when it takes effect, a clear statement of reasons where their contact details are known and subject to the legal exceptions. It specifies:
- the content or conduct concerned, the facts relied on and the origin of the examination, in particular a report or an initiative of Palarena;
- the measure, its territorial scope if any and its duration;
- the legal or contractual rule applied and the link between that rule and the facts;
- any use of automated tools to detect the content or to decide;
- how to request a review and the other applicable remedies.
The identity of a reporter is not communicated automatically. Its disclosure must be necessary and lawful. Palarena protects individuals and confidential information without depriving the recipient of the reasons useful for contesting. Decisions based on an order from an authority also follow the rules specific to that order. This statement of reasons implements Article 17 of the Digital Services Act.
5. Requesting a review
The reporter, like the person concerned, may write to contact@palarena.com, subject “Review”, specifying the reference of the decision, what is contested and the relevant information. This step is free of charge and requires no particular formality. It is examined by a person; where the organization allows, that person is different from the author of the first decision.
Palarena corrects its decision where it appears to be wrong and explains the action taken. The review is not a precondition for legal action or for referring the matter to a competent authority. The consumer mediation channels applicable to the Club’s services or to Palarena’s own services appear in their respective terms. For an alleged breach of the Digital Services Act, you may also contact the competent coordinator, in particular Arcom in France.
A Club’s complaints relating to listing or to the professional service also follow the Club agreement and its notice guarantees. This procedure does not make it possible to circumvent those guarantees.
6. Protection of information
The information is accessible to the persons in charge of the file and to the recipients necessary for handling it, in particular the competent authority where a transmission is required. Retention follows the privacy policy: routine assistance for twelve months after closure; restricted archiving of only the documents necessary for an obligation, a complaint or litigation justifying a longer period.
7. Contact for authorities
contact@palarena.com is also Palarena’s electronic point of contact for the competent authorities, the European Commission and the European Board for Digital Services. Please indicate “Authority — DSA” in the subject and the official reference of the request. The languages of communication are French and English. The necessary supporting documents of authorization or secure channels are verified before any disclosure of data.