Complaints and takedowns

2. Problems with a purchase

Developers sell and support their own apps, so questions about payments, refunds, licences or support should go to the developer first, using the contact details on their website. AppKade cannot issue refunds. If a developer does not respond, or you think the listing misled you, report it to us and we will review the listing. You can also contact the Consumer Affairs Authority. If you were tricked out of money or details, see Report a scam for your bank, Sri Lanka CERT and the police.

3. How to report

Use Report this listing on the listing’s page (apps and listings for sale both have it): choose what’s wrong, add any details, and leave your email if you’d like a reply. You can also email support@appkade.lk. Please include:

• the listing’s address (for example appkade.lk/apps/app-name);
• what is wrong, with any evidence such as screenshots, receipts or links;
• how we can contact you.

We keep the details of your report confidential. If we need to share it with the developer so they can respond, we will remove your contact details unless you agree otherwise or the law requires them, as it may for intellectual property claims.

4. Intellectual property takedown requests

If you own rights in content that appears in a listing without permission, email support@appkade.lk with the subject “Takedown request” and include:

1. your name, organisation (if any) and contact details;
2. the work or trademark you own, and where it can be seen;
3. the address of the listing and which part of it you object to;
4. a statement that you believe in good faith that the use is not authorised by you, your agent or the law;
5. a statement that the information in your request is accurate and that you are the owner or authorised to act for the owner.

You can also use Report this listing and choose “Copyright or trademark” or “Pretends to be someone else”; we will then ask you for the details above. Leave your email, so we can reach you.

When a request is complete and the problem is clear, we hide the listing (or the part of it you object to) while we look into it, and share the request with the developer. Deliberately false requests may be ignored, and may expose the sender to legal liability.

5. If your listing was taken down

If we hid your listing after a copyright, trademark or impersonation complaint and you believe you are allowed to use the content, reply to our email with a counter-notice that includes:

1. your name and contact details;
2. the listing and the content that was removed;
3. why you are authorised to use it, with evidence such as a licence, an agreement with the owner, or proof that the work is your own;
4. a statement that the information in your counter-notice is accurate.

We send the counter-notice to the person who complained. If they don’t show us within 10 working days that they have started legal action, or if your evidence clearly settles it, we restore the listing. Changing the listing so it no longer uses the content is always an option, and is usually quicker.

6. Repeated infringement

A developer whose listings are removed for valid copyright, trademark or impersonation complaints more than once may lose the ability to list. After three valid complaints in twelve months we close the account, and we block attempts to come back with a new one.

7. Notices from authorities

Sri Lankan courts, the police and other authorities can send official notices, such as a notice under the Online Safety Act, to support@appkade.lk with the subject “Official notice”. We act on a valid notice within 24 hours, and record what we did.

8. What happens next

1. We acknowledge your report within 3 working days.
2. We review the listing and may ask you or the developer for more information. If the report suggests serious harm, such as fraud or malware, we suspend the listing immediately while we investigate.
3. We tell the developer what the complaint is about and give them a chance to respond, unless doing so would put someone at risk.
4. We decide whether to leave the listing as it is, ask for changes, suspend it or remove it, and tell you and the developer the outcome. We aim to do this within 10 working days.

9. If you disagree with a decision

Reply to our decision email with any information we have not yet considered, and we will look at the decision again. Developers can also appeal review and moderation decisions this way, as described in the Developer Agreement.

10. Privacy complaints

To use your rights over personal information we hold, see the Privacy Notice. If you are unhappy with how we handle your information, you can complain to the Data Protection Authority of Sri Lanka.

11. Security issues in AppKade

If you find a security vulnerability in AppKade itself, email support@appkade.lk with the subject “Security”. Please give us reasonable time to fix it before disclosing it, and do not access other people’s data while testing.