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Legal

Contact us

Here is how to reach us for help with your server, billing, withdrawal, privacy, complaints or reports of illegal content. Our legal details are in the legal notice at the end of this page.

Last updated 29 September 2026

On this page
  1. Support
  2. Billing
  3. Withdraw from your contract
  4. Report illegal content or abuse
  5. Digital Services Act points of contact
  6. Privacy requests
  7. Complaints
  8. Legal notice

Support

Support ticket
Open a support ticket (recommended for existing customers)
Reply time
We aim to reply within two working days.

Please include your service number (shown in the client area) so we can find your server quickly.

Never send us your password or your full card number.

Billing

Your invoices, payment methods and services are in the client area. For a question about an invoice or a payment, open a support ticket or email support@clannode.com and include the invoice number.

To cancel a service, choose Request Cancellation on the service in the client area. You can also cancel without signing in: email support@clannode.com with the subject Cancellation. Give your name, the email address of your account, the service number and whether you want the service to end now or at the end of the period you paid for.

To learn how cancellation and refunds work, read Refunds and cancellation and the cancellation section of our terms.

Withdraw from your contract

If you are a consumer, you can withdraw from your contract within 14 days without giving a reason. The 14 days start on the day after we confirm your order.

Withdraw from your contract here

In short, email support@clannode.com with the subject Withdrawal. The link above explains what to include.

What you pay and what we refund: your right of withdrawal.

Report illegal content or abuse

Anyone can tell us about content on our service that they believe is illegal, for example on a game server we host or under a game address. You do not need a ClanNode account. Email support@clannode.com with the subject Illegal content report.

If someone's life or safety is in immediate danger, call 112 or contact the police first.

What to include

  • A clear explanation of why you believe the content is illegal.
  • The exact location, such as the server address and port, or the game address under play.clannode.com, plus any other detail that helps us find it.
  • Your name and email address. You do not need to give your name if your report concerns the sexual abuse or sexual exploitation of children, including child sexual abuse material and grooming. You can send such a report from any email address, and you can also report it directly to the police.
  • A statement that you believe in good faith that the information in your report is accurate and complete.

We use the details in your report only to handle it. We tell the customer concerned who made the report only if this is strictly necessary, for example for a claim that your copyright or trade mark is infringed. If the law requires it, for example when a report suggests a crime that threatens someone's life or safety, we pass the report to the authorities. See who receives personal data in our privacy policy.

What happens next

We confirm by email, without undue delay, that we received your report. A person reviews every report; we do not use automated tools to make decisions. Without undue delay, we then tell you our decision and how you can contest it. We send our replies to the email address you wrote from. Read more about how we moderate content.

Other abuse

To report something that breaks our acceptable use rules, such as attacks, scanning, spam or phishing coming from one of our servers, email support@clannode.com with the subject Abuse report. Include the server address, what happened, when it happened (with time zone) and any logs you have.

Misuse of reports

Please report only content that you believe in good faith is illegal or breaks our acceptable use rules. We review every report on its own facts.

Digital Services Act points of contact

We use one address as our single point of contact for authorities and for users under the EU Digital Services Act (Regulation (EU) 2022/2065).

For authorities (Article 11)
Member State authorities, the European Commission and the European Board for Digital Services: support@clannode.com
For users (Article 12)
support@clannode.com. You can also use a support ticket.
Languages
English and Romanian

Messages to this address are read and answered by a person.

Privacy requests

To access, correct, delete or export your personal data, to restrict or object to how we use it, or to withdraw consent you gave us, email support@clannode.com with the subject Privacy request. Existing customers can also open a support ticket. This is free of charge.

We reply without undue delay and at the latest within one month. If your request is complex or we receive many requests, we may need up to two more months; if so, we tell you within the first month and explain why. If we have reasonable doubts about who you are, we may ask for information to confirm your identity before we act.

If your request is about data on a game server that one of our customers runs (for example your player name or IP address in that server's logs), the customer who runs the server decides how that data is used. Please contact them. If you send the request to us, we pass it on to them and help them answer it.

Your rights, and how to complain to a data protection authority, are explained in our privacy policy.

Complaints

If you are unhappy with our service, send your complaint to support@clannode.com or open a support ticket. Tell us your service number and what went wrong. We reply to complaints within 14 days.

If you are a consumer and we cannot resolve your complaint, you can submit it to ANPC SAL at reclamatiisal.anpc.ro. This is the alternative dispute resolution service of the Romanian National Authority for Consumer Protection. You can also go to court. See governing law and courts.