Reporting a problem

If someone is at immediate risk of harm, contact the emergency services first (999 in the UK, 112 in the EU, 911 in the US and Canada, 000 in Australia, 111 in New Zealand), then tell us.

If you see sexual images of a child, don't share or screenshot them. Report them to us and, in the UK, to the Internet Watch Foundation. We remove this material straight away and report it to the authorities.

• An item or shop: use the Report link on the item's page or the shop's page.
• A message or a person: use Report in the conversation in your Messages.
• A problem with an order: message the seller first from your order, then use Help and contact if you can't sort it out. Our returns and refunds policy explains your rights.
• No account, or something else: email hey@innercitystudios.co.uk. You don't need a Trovio account to report illegal content.

We won't tell the seller or person you reported who you are, unless the law requires it or you're reporting a breach of your own rights and we need to pass your notice on.

To help us act quickly, please tell us:

• exactly where it is, ideally the link to the item, shop or review
• why you think it's illegal or breaks our rules, with as much detail as you can, such as which law or rule
• your name and email address, so we can tell you what we decide. You can stay anonymous if you're reporting child sexual abuse material
• a statement that you believe, in good faith, that what you've told us is accurate and complete

If you think an item copies your design, artwork, photos or trademark, email hey@innercitystudios.co.uk with the details above, plus what you own (for example a registration number or a link to your original work) and confirmation that you're the owner or allowed to act for them.

We'll remove or restrict items that clearly infringe, tell the seller and let them respond. We may close shops that repeatedly infringe other people's rights.

• We'll confirm we've received your report if you've given us a way to reach you.
• A person on our team will look at it carefully and fairly, usually within two working days, and sooner for anything urgent or dangerous. Automated tools help us sort reports and check listings, but people make the decisions on reports.
• Depending on what we find, we may do nothing, ask the seller to change something, remove the item or content, hide it in some countries, pause payouts, or restrict or close the account. Where the law requires it, we pass information to the police or other authorities.
• We'll tell you what we decided and why.
• If we act against someone's content or account, we tell them what we did, why, which rule or law it relates to, whether automated tools were involved, and how to appeal, unless the law stops us or it would put someone at risk.

If someone keeps sending reports that are clearly unfounded, we may stop dealing with their reports for a while, after warning them.

If you disagree with a decision we've made, whether you reported something or it was your content or account we acted on, reply to our message or contact us through Help and contact within six months. A person who wasn't involved in the first decision will look at it again, and we'll reverse it if we got it wrong.

If you're in the EU, you can also take the dispute to a certified out-of-court dispute settlement body, and you can always go to court. If you're in the UK, you can complain to us about how we deal with illegal content or about our safety measures, and we'll respond.

• For everyone, including users and the public: hey@innercitystudios.co.uk, or Help and contact if you have an account.
• For authorities, including EU member states' authorities, the European Commission, Ofcom and the police: hey@innercitystudios.co.uk. Please write in English.
• Our legal representative in the EU: to be added.

Trovio is a trading name of Innercity Studios Limited. You can find the company's details at the bottom of this page.