Complaints and your rights

Who we are

Ruebex is a trading name of Optamix Tech Ltd, a company registered in England and Wales (company number 17202050). Registered office: 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom. Email: info@ruebex.com.

We are responsible for your personal information in Ruebex (the legal word is "controller").

How to contact us

• In the app: open Contact us from the menu and choose the type that fits. You can follow your message under Contact us → Your requests.
• By email: info@ruebex.com, even if you can't sign in or don't have an account. If you can, write from the email address you use for Ruebex. Start the subject with Privacy request, Privacy complaint, Appeal, Safety complaint or Payment, if one fits.
• By post: to our registered office above.

We usually reply within 24 hours. Tell us what happened, what you'd like us to do, and the email address on your Ruebex account. Please don't send passwords, full card numbers or copies of ID documents. You can write in English or Uzbek.

Your rights over your information

You can ask us to:

• give you a copy of your information. Profile and settings → Your data → Download your data gives you a file straight away, in a standard format you can take to another service;
• correct it. You can change most details in Profile and settings; to change your account email, contact us;
• delete your account (Profile and settings → Your data → Delete your account) or something in it;
• stop or limit a particular use of your information;
• withdraw a permission you gave, such as for the leaderboard or your photo in Community.

For anything you can't do yourself, contact us with Privacy request in the subject.

• Time. We reply without undue delay, and within one month at the latest. If your request is complicated, or you send several, we can take up to two more months, and we'll tell you why within the first month. If we need to check who you are or what you're asking for, the month starts when we have that information.
• Cost. It's free. If a request is clearly unfounded or excessive, we may refuse it or charge a reasonable fee, and we'll tell you why.
• Checking it's you. We reply to the email address on your Ruebex account. If you write from another address, we check with that account email first.
• Limits. Some rights don't apply in every case. For example, we must keep payment records for tax. If we can't do what you ask, we'll tell you why and how to complain.
• Deletion. We delete your account within one month of your request, unless you've asked us in writing to wait until your Ruebex Plus ends. Deleting your account ends Ruebex Plus, and we refund the unused part, pro rata. Our Privacy Policy and Subscription, cancellation and refund policy explain what we keep and how refunds work.

Complaints about how we use your information

Contact us with Privacy complaint in the subject. We confirm we've received it within 30 days, and usually within 24 hours. We look into it, and tell you what we found and what we've done.

You can also complain to the UK regulator, the Information Commission (ICO): ico.org.uk/make-a-complaint or 0303 123 1113. The ICO usually expects you to raise it with us first. If you live outside the UK, you can also contact the data protection regulator in your country.

Reporting something in Community

Press Report under the post or reply, or email info@ruebex.com if you can't sign in. A moderator looks at every report within 24 hours, the most serious first. If you report an intimate image shared without consent, and it is one, we remove it within 48 hours of your report. Our Community Rules explain how reporting works, including urgent and child-safety reports and helplines.

If someone is in danger right now, call the emergency services first: 999 in the UK, or your local emergency number.

If we hide or remove your post, or limit your account

We tell you, in Ruebex and by email, what we did and which rule we think it broke. If you think we got it wrong, within 30 days press Ask for a review on the notice, reply to our message, or contact us with Appeal in the subject. Where possible, someone who wasn't involved in the first decision looks again. We aim to tell you the result within 7 days. If we got it wrong, we put your post back or lift the limit. The same applies if we remove you from the leaderboard or hide a learner review you wrote.

If content may be child sexual abuse material, we report it to the National Crime Agency and send no notice.

Complaints about safety in Community

You can complain if we didn't act on your report, if you think we aren't following our rules or the online safety law, or if you're unhappy with how we handled your appeal. In Contact us, choose Online safety complaint, or email us with Safety complaint in the subject. We usually reply within 24 hours and answer in full within 14 days.

If you're unhappy with how we handled an intimate-image report (for example, it's still there or it came back), email us with the subject "Urgent complaint: intimate image". We deal with these complaints within 24 hours.

You can also tell Ofcom, the UK's online safety regulator (ofcom.org.uk). Ofcom doesn't settle individual complaints.

Payments, Ruebex Plus and problems with the service

• Stop the next payment in Profile and settings → Membership → Subscription & billing → Manage billing. You keep Plus until the end of the period you've paid for.
• Cancelling and refunds, including your 14-day right to cancel, are explained in our Subscription, cancellation and refund policy.
• Something isn't working, for example AI feedback failed? Tell us. Depending on what happened, we'll fix it, do it again, give back the feedback credit, or reduce the price or refund you, as the law requires.
• We usually reply within 24 hours, including to payment questions and complaints, and aim to resolve them within 14 days.

Nothing on this page affects your legal rights as a consumer.

If we can't agree, we'll send you a final written reply. You can also contact the consumer protection authority where you live or, in England and Wales, make a small claim in court (gov.uk/make-court-claim-for-money).

Parents and guardians

• Learners aged 13 and over can make requests and complaints themselves.
• You can contact us for your child. We usually check with your child, through their account email, unless that would put them at risk.
• If you think a child under 13 has an account, email us and we'll delete it.
• If the law where a learner lives sets a higher minimum age and you think your child is below it, email us. We'll close and delete the account within 7 days.

Changes to this page

When we change this page, we update the date and version at the top.