> This translation is provided for convenience only. The legally binding version is the Russian text; in case of any discrepancy, the Russian version prevails.
Edition of 31 August 2026
Effective date: 31 August 2026
This Procedure is established by Smart Advertising Systems LLP, BIN 260640021998, address: Republic of Kazakhstan, Astana, Syganak street 47, floor 8, office 16, postal code 010000 (hereinafter — "ADVIN"), and sets out the procedure for submitting, reviewing and appealing enquiries related to the Platform and to ADVIN’s own services.
1. Types of enquiries
ADVIN accepts enquiries concerning:
- the Account and technical support;
- Profile Verification;
- moderation and blocking;
- the Subscription, payment and refunds;
- personal data;
- infringement of intellectual property rights;
- security and fraud;
- accessibility for users;
- consumer complaints about ADVIN's own service.
Disputes between Users over the quality or payment of an Order Contract are resolved by the Users themselves; ADVIN may provide information to a lawful recipient but does not award money.
2. Channels
- general support: support@advin.kz;
- personal data: privacy@advin.kz;
- payments and complaints: billing@advin.kz;
- intellectual property rights: support@advin.kz;
- urgent security incident: privacy@advin.kz;
- postal address: Republic of Kazakhstan, Astana, Syganak street, building 47, floor 8, office 16, postal code 010000.
A single address may serve several categories provided that enquiries are genuinely routed and protected.
The Platform is available around the clock, except during maintenance periods. Staff and support handle enquiries from Monday to Friday, 09:00 to 18:00 Astana time. Urgent security reports may be sent at any time and are registered for subsequent handling by the responsible person.
3. Content
Where possible, an enquiry contains the full name/title, contact details, Account, category, description, request, the identifier of the item or payment, and evidence. Passwords, CVV, full card details or an excessive copy of an identity document should not be sent.
ADVIN may request confirmation of identity or authority only to the extent necessary.
4. Registration and time limits
4.1. Each enquiry is assigned a number, category, date of receipt, responsible person and deadline.
4.2. A consumer complaint about ADVIN's service is considered under the legislation of the Republic of Kazakhstan. If ADVIN disagrees with the demand, it provides a reasoned written response with supporting documents within 10 calendar days of receipt.
4.3. A data subject's request to withdraw consent is processed within the period established by law; cessation of processing or a reasoned refusal is provided within the period prescribed by law.
4.4. A security breach report is immediately passed to the responsible person and the incident team; the general response deadline does not delay urgent measures.
4.5. Other enquiries are generally considered within 15 calendar days. Where the law requires a shorter period, the law applies.
5. Consideration
ADVIN reviews the data relevant to the matter, requests the minimum necessary explanations, preserves evidence, and, where possible, separates the employee whose actions are challenged from the final decision.
The response sets out the conclusion, the grounds, the action taken, and the available means of re-applying or appealing.
6. Claimant's safety
The details of an enquiry are disclosed to the affected User only to the extent necessary. Information about the claimant may be withheld where there is a risk of pressure, provided this does not infringe the other party's right to a defence or the requirements of the law.
7. Appeal
A User may submit a repeat enquiry with new evidence, apply to a competent state authority, to a pre-trial dispute resolution body, or to a court.
The Kazakh and Russian versions of this Procedure have equal force. The English version is provided for convenience; in the event of a discrepancy, the version in the language prescribed by mandatory legislation shall apply.