Complaints and Reporting

We want AIDA to be safe and trustworthy. This page explains how to complain about our services, how to report illegal or harmful content, and how we handle such reports. The operator of the Platform is OTEXE Global Solutions OÜ, Registry Code 16536027, Vesivärava 50-201, 10152 Tallinn, Estonia.

Single point of contact for users and authorities: support@aidadoc.com (English and Estonian; we will make reasonable efforts to accommodate other languages).

1. General complaints about our services

If you are unhappy with the Platform, a feature, our support, or how your data has been handled, write to support@aidadoc.com with a description of the issue and, where relevant, screenshots or reference numbers. We will acknowledge your complaint without undue delay and aim to resolve it within 14 days; if we need longer, we will tell you why and when to expect a response. Complaints are handled by staff not involved in the matter complained of, wherever practicable.

This procedure does not limit your statutory rights, including your right to apply to the Estonian Consumer Disputes Committee (for consumers residing in Estonia), the courts, or — for data protection matters — the Estonian Data Protection Inspectorate (Andmekaitse Inspektsioon, info@aki.ee) or your local data protection authority.

2. Complaints about a clinic

Clinics on the Platform are independent providers, and treatment-related complaints should first be addressed to the clinic itself. However, we still want to know: if you believe a clinic on the Platform has behaved unlawfully, misleadingly or unprofessionally in its use of the Platform (for example, misrepresenting its credentials or misusing your data), report it to support@aidadoc.com. We will review the report and may request information from the clinic, suspend its access, or remove it from the Platform. We will inform you of the outcome to the extent permitted by law and confidentiality obligations.

3. Reporting illegal content (notice and action)

If you believe that content on the Platform is illegal (for example, infringes rights, is fraudulent or violates applicable law), you may submit a notice to support@aidadoc.com containing:

1. a sufficiently substantiated explanation of why you consider the content illegal;
2. the exact electronic location of the content (URL or other precise identification);
3. your name and email address (except for reports concerning material involving the sexual exploitation of minors, which may be made anonymously); and
4. a statement confirming your good-faith belief that the information in the notice is accurate and complete.

We will confirm receipt without undue delay, assess the notice diligently and non-arbitrarily, and inform you of our decision and of the redress available. Where we remove or restrict content, we will provide the affected user with a statement of reasons, except where prohibited by law. Manifestly unfounded or abusive notices may be disregarded after warning.

We do not carry out general monitoring of user content; our review is based on notices and our own targeted checks.

4. Internal review of our decisions

If we remove your content, restrict or suspend your account, or reject your notice, you may ask for an internal review within 6 months of our decision by writing to support@aidadoc.com with the reference of the decision. The review will be carried out under human supervision by a person not bound by the original decision, and we will respond in a timely, non-discriminatory and diligent manner. Your right to bring the matter before a court or competent authority remains unaffected.

5. Data protection complaints

Requests and complaints concerning personal data (access, deletion, withdrawal of consent, objection, and similar) are handled as described in our Privacy Policy, Section 8. Contact: support@aidadoc.com. You may also complain to the Estonian Data Protection Inspectorate or the supervisory authority of your country of residence.

6. Law enforcement and authorities

Requests from courts, law-enforcement and regulatory authorities should be directed to support@aidadoc.com, marked “Legal request”, and will be handled in accordance with applicable law.