Contact
The fastest way to reach SOUQ.GG is by email. Pick the channel that matches your question so we can route it to the right team. Below the channel list, you can also send us a message directly through the contact form — it lands in the same inboxes and creates a trackable ticket.
Our default working hours are 09:00–18:00 UTC, Monday to Friday, excluding public holidays. Time-critical security reports and life-safety abuse reports are monitored outside business hours on a best-effort basis.
Contents
14 sectionsSupport
#Account, order, and product questions. Refund requests and download issues.
SLA2 business days · target same-business-day for urgent download failures
Legal
#Terms inquiries, formal notices, contracts, partnerships, service of process.
SLA5 business days · faster for time-bound legal notices when flagged urgent
Privacy
#Data-protection requests under GDPR/UK GDPR/CCPA/LGPD/PIPEDA: access, deletion, correction, portability.
SLAAcknowledge within 5 days · resolve within 30 days (extendable to 90 when complex)
Copyright / DMCA
#Copyright takedown notices and counter-notices. See the DMCA policy for the required fields before submitting.
SLAAcknowledge within 2 business days · action within 5 business days of a complete notice
Abuse
#Reports of harassment, illegal content, fraud, or other AUP violations. Time-critical reports are escalated.
SLATriage within 1 business day · escalation within 4 hours for life-safety reports
Security
#Responsible vulnerability disclosure. Please do not exploit findings; describe how to reproduce.
SLAAcknowledge within 3 business days · public credit on request
Press
#Media inquiries, interview requests, press releases, brand-asset requests.
SLA3 business days · same-day for breaking-news inquiries when flagged
Partnerships
#B2B partnerships, integrations, distribution deals, agency programs, co-marketing.
SLA5 business days · longer for cross-functional opportunities
Mailing address
#A postal address can be provided on request via legal@souq.gg for formal notices that require service by mail (such as subpoenas or court orders). Please include the case caption and a callback number so we can confirm receipt.
Languages
#We answer in English by default. Other languages we can support today on a best-effort basis include Arabic, French, and Turkish — mention your preferred language in your first message and we will route accordingly. Machine translation may be used for languages outside that list.
Escalation path
#If you have not received an acknowledgement within the SLA for the channel you used, you can escalate to legal@souq.gg with the original thread ID. For unresolved billing disputes, you may also contact your card issuer; for unresolved data-protection matters, you may lodge a complaint with your local supervisory authority.
PGP for sensitive reports
#For sensitive security or legal reports, a PGP key can be provided on request to security@souq.gg. Include in your first message that you would like to switch to encrypted email; we will reply with the current key fingerprint out of band.
Send us a message
#Use the form below to send a message without leaving the site. Your submission is encrypted in transit, stored against your channel choice, and emailed to the appropriate inbox where available.
Send us a message
~2 business day replyRelated policies
#See the legal index, the Terms of Service, the Privacy Policy, the Cookie Policy, the Refund Policy, the Download Policy, the DMCA / Copyright Policy, the Acceptable Use Policy, and the Seller Agreement.