1. Single Point of Contact for Authorities
Under Article 11 of Regulation (EU) 2022/2065 (the Digital Services Act), Kwickly designates a single point of contact for direct communication with Member State authorities, the European Commission and the European Board for Digital Services. All law enforcement, judicial and regulatory correspondence should be sent to:
- Email: legal@kwickly.app, the preferred and fastest channel
- Post: My Paws International LDA, Av. Dom João II Nr. 98 A, 1990-100 Lisboa, Portugal, marked "Law Enforcement Request"
- Languages: Portuguese or English
This mailbox is monitored on Portuguese business days and is separate from general user support. Requests sent to support@kwickly.app or to individual staff may be delayed; we will redirect them to this point of contact, but please use the address above from the start. Kwickly is established in Portugal and has no separate legal representative elsewhere in the Union.
2. Point of Contact for Users
Under Article 12 of the Digital Services Act, users can reach Kwickly at support@kwickly.app for support, reports and complaints, and at privacy@kwickly.app for data protection requests. Those addresses are for users, not for authorities.
3. Emergency Disclosure Requests
Where there is an imminent risk of death or serious physical harm to a person, send the request to legal@kwickly.app with "EMERGENCY DISCLOSURE REQUEST" at the start of the subject line, and state clearly what the risk is, who is at risk, and what information would help prevent it. We aim to review emergency requests as soon as we see them, ahead of all other correspondence, and we may disclose information voluntarily where we believe in good faith that it is necessary to protect the life or physical safety of a person. An emergency request should still identify the requesting officer and agency.
4. What to Include in a Request
Requests are handled faster when they are complete and specific. Please include:
- The issuing authority, the case or process number, and the name, position and official contact details of the officer or magistrate responsible
- The legal instrument relied on, and a copy of the order, warrant or request itself
- Precise identifiers: phone number in international format, email address, Kwickly user ID, task ID, Stripe payment reference, or similar
- The exact categories of data sought and the time period they relate to, with the time zone
- Whether a confidentiality or non-disclosure obligation applies to the request, on what basis, and for how long
- The deadline you are working to
We will ask for clarification or narrowing where a request is vague, overbroad, or seeks data without identifying a specific account, task or time period. Requests for bulk data, or for data about an unidentified group of users, will be refused unless a specific legal basis requires otherwise.
5. Legal Basis We Require
Portuguese authorities should rely on the applicable provisions of Lei n.º 109/2009 (the Cybercrime Law), the Código de Processo Penal, or other Portuguese legislation that empowers the request. Authorities in other EU Member States may issue a European Production Order or European Preservation Order under Regulation (EU) 2023/1543, or proceed through a European Investigation Order under Directive 2014/41/EU or other mutual legal assistance channels. Authorities outside the European Union should proceed through mutual legal assistance with the Portuguese authorities, unless the request is an emergency request under section 3.
The content of private communications between users will only be disclosed against a court order or equivalent judicial authorisation. Subscriber and traffic data will be disclosed where the instrument relied on validly requires it.
6. Preservation Requests
If data may be relevant to an investigation but formal legal process has not yet been served, ask us to preserve it. Send a preservation request to legal@kwickly.app identifying the account, task or time period as precisely as you can. We will preserve the material we hold for 90 days from the date we confirm the request, and we will extend that once on a reasoned request while formal process is being obtained. Preservation does not disclose anything; it only stops the data from being deleted in the ordinary course.
Please ask early. Data is retained for limited periods and may have been deleted in the ordinary course by the time a formal order arrives.
7. Data Kwickly May Hold
What exists depends on the account and on how far a task progressed. Subject to that, we may hold:
- Account data: name, phone number and its verification status, email address, profile details, account type, registration date, and app or device information
- Task records: task descriptions, categories, addresses, budgets, timestamps, status history, which Task Doers accepted a task, and which one the Task Poster selected
- In-app messages exchanged between users in connection with a task
- Location data where the user enabled location features, including data used for matching, distance and active task tracking
- Payment records: amounts, dates, status, and the Stripe payment, transfer or payout references for a task
- Verification records: the outcome and date of phone verification, and of the identity verification Task Doers complete through our verification provider
- Technical and access logs, where available and still within their retention period
Retention periods are set out in our Privacy Policy.
8. Data Held by Our Processors
Some data an investigation needs is held by our processors rather than by us, and should be requested from them directly:
- Stripe holds payment card data, bank account details and the full payment and payout records. Kwickly does not store full card numbers or bank credentials.
- Our identity verification provider holds the identity documents and biometric checks submitted during Task Doer verification. Kwickly holds the verification outcome and limited identifiers, not the full document set.
We will tell you which processor holds what, and confirm the references needed to make a request to them.
9. How We Respond
We acknowledge requests sent to legal@kwickly.app within two Portuguese business days, and emergency requests as soon as we see them. We verify that a request is authentic and may contact the issuing authority through independently obtained contact details before producing anything. We produce data in electronic form to an official address of the issuing authority.
We may decline, object to, or ask for the narrowing of a request that is not valid, that is overbroad, that lacks a legal basis, or that does not come from an authority competent to make it. Where we do, we say why.
10. Notifying Users
Our policy is to notify a user when we disclose their data to an authority, so that they can seek to protect their own rights. We will not notify where we are legally prohibited from doing so, where the request carries a confidentiality obligation, where the circumstances indicate a risk of harm to a person, or where notification would jeopardise an investigation. Where a non-disclosure obligation is time-limited, we notify the user once it lapses.
If we should not notify a user, say so in the request and state the legal basis and the period.
11. Orders to Act Against Illegal Content and Orders to Provide Information
Where Kwickly receives an order to act against illegal content under Article 9 of the Digital Services Act, or an order to provide information under Article 10, we will give the order the effect required by law, inform the issuing authority of the effect given and when it was given, and inform the affected user as those Articles require.
12. Reporting Criminal Conduct
Where Kwickly becomes 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 will inform the competent law enforcement or judicial authorities, as required by Article 18 of the Digital Services Act.
13. Costs
We do not currently charge authorities for responding to valid requests. We reserve the right to recover reasonable costs for requests that are unusually voluminous or burdensome, to the extent permitted by law.
14. Records and Transparency
We keep a record of the requests we receive and of how we responded to them, and we report on them to the extent the Digital Services Act requires.
15. Requests That Are Not Law Enforcement Requests
Users, former users, civil litigants and their lawyers should not use the law enforcement address. Requests to access, correct or delete personal data should go to privacy@kwickly.app. Reports about another user, a task or content on the platform, and complaints about a decision we made, should go to support@kwickly.app. Press enquiries should go to support@kwickly.app.