Legal

Requests from authorities

How courts, police and other authorities send orders to act against illegal content or to provide information about users of the Chakloon services, what an order must contain and how we respond.

Version 1.0In force from October 16, 2026Updated: October 16, 2026All versions

Scope

This page is for judicial and administrative authorities, law enforcement, the European Commission and the European Board for Digital Services. It describes how Haydamax OÜ, registry code 17351554, Narva mnt 5, 10117 Tallinn, Estonia, the operator of the Chakloon services, handles orders under Articles 9 and 10 of the Digital Services Act (Regulation (EU) 2022/2065, DSA), removal orders for terrorist content under Regulation (EU) 2021/784, requests for preservation of data, requests under Article 24(3) DSA and its own reports of suspected crimes under Article 18 DSA.

Haydamax OÜ is established in Estonia. Our Digital Services Coordinator is Tarbijakaitse ja Tehnilise Järelevalve Amet (TTJA, Consumer Protection and Technical Regulatory Authority), ttja.ee. Data protection is supervised by Andmekaitse Inspektsioon, aki.ee.

How to send an order

  • Address: legal@chakloon.com. This is our single point of contact under Article 11 DSA for authorities of the member states, the Commission and the Board, and our contact point under Article 15 of Regulation (EU) 2021/784 for removal orders for terrorist content.
  • Languages: English and Estonian. We also accept orders in German, Ukrainian and Russian.
  • Post: Haydamax OÜ, Narva mnt 5, 10117 Tallinn, Estonia.

Send the order from an official address of the authority, or in another way that lets us verify that it is genuine. We may contact the authority through its published contact details to confirm an order before we act on it. Requests of the Digital Services Coordinator of Estonia or the Commission for the average monthly number of active recipients of our services (Article 24(3) DSA) go to the same address, and we answer them without undue delay.

What an order must contain

An order to act against illegal content (Article 9 DSA) should contain:

  • the legal basis under Union or national law;
  • a statement of reasons explaining why the information is illegal;
  • the name of the issuing authority;
  • one or more exact URLs or other identifiers of the content;
  • information about redress available to us and to the user who provided the content;
  • where relevant, the authority that is to receive our information about the effect given to the order;
  • where needed, the territorial scope of the order.

An order to provide information (Article 10 DSA) should contain:

  • the legal basis;
  • a statement of reasons explaining why the information is required and why the request is necessary and proportionate, unless this cannot be given for reasons connected with the prevention, investigation, detection or prosecution of criminal offences;
  • the name of the issuing authority;
  • information that allows us to identify the specific user or users concerned, such as the handle (@name), a URL or a message identifier;
  • information about redress available to us and to the user concerned;
  • where relevant, the period within which the user may not be informed.

An order should be limited to what is strictly necessary for its purpose and be sent in one of the languages named above (Articles 9(2)(c) and 10(2)(c) DSA).

Orders to act against illegal content

We act on a valid order without undue delay. We inform the issuing authority of the effect given to the order, specifying what action was taken and when.

We inform the user whose content is concerned, at the latest when the action takes effect or at the time stated by the authority. The user receives a statement of reasons and information on the available redress. Measures we may take include removal or disabling of access to content, limited to the territory stated in the order where that is required.

Removal orders for terrorist content

We act on a removal order under Regulation (EU) 2021/784 by removing the terrorist content or disabling access to it in all Member States as soon as possible and in any event within one hour of receipt (Article 3(3)). We inform the issuing authority without undue delay, and we inform the content provider as that Regulation requires. Removed content and related data are preserved for six months, or longer if a competent authority or court requests it (Article 6).

Orders to provide information

We search for the information within our systems and provide what we hold. We inform the issuing authority of the receipt of the order and of the effect given to it.

We inform the user concerned of the order and of what was provided, at the latest when we answer the authority or at the time stated by the authority, unless the authority has lawfully required us not to inform the user.

What we can provide depends on what we hold. Server logs, containing IP address, request, time and browser, are kept for 30 days, and technical logs of Chakloon Chat for 14 days. Chakloon Chat conversations are cloud chats, not end-to-end encrypted. Card numbers never reach us, because card payments are processed by Stripe. The Privacy Policy describes what we collect and for how long.

Requests without a lawful basis

We do not disclose personal data or content without a lawful basis. We may refuse or ask for clarification of an order that does not identify its legal basis or the issuing authority, that is not addressed to us, that is clearly disproportionate or that we cannot verify.

Requests from authorities outside the European Union are handled only where Estonian and European Union law allow it, as a rule through the channels of international legal assistance. Voluntary disclosure without an order is limited to the cases described below, where life or safety is at risk.

Preservation of data

An authority may ask us to preserve specific data while it obtains an order. Send such a request to legal@chakloon.com with the identifiers of the data. We preserve the data for the period stated in the request, as far as it still exists, and release it only against a valid order. Where child sexual abuse material is involved, the material and the account data are preserved as the authorities require.

Our own reports of crimes

If we become aware of information giving 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 promptly inform the law enforcement or judicial authorities of the member state concerned, in Estonia the Police and Border Guard Board (Politsei- ja Piirivalveamet, PPA), and provide all relevant information available. Where we cannot identify the member state concerned with reasonable certainty, we inform the PPA or Europol (Article 18 DSA).

Child sexual abuse material is reported to the competent authorities, and we may also report it to NCMEC (CyberTipline) in the United States, as described in the Child Safety Standards.

Emergencies

In an emergency involving an immediate threat to life or safety, write to legal@chakloon.com with the word urgent in the subject, or, where children are concerned, to child-safety@chakloon.com. Such requests are handled immediately. Describe the threat and the data or content concerned; a formal order can follow.

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