Law Enforcement Guidelines

We cooperate with valid legal process. We also protect our users’ privacy and only disclose personal data when the law requires or permits it. These guidelines help agencies submit complete requests so we can review them efficiently.

Maktub is an adults-only marriage introductions service for people aged 18 and over. We have zero tolerance for child sexual abuse and exploitation (CSAE).

Maktub is owned and operated by Zerophia, based in the Netherlands (EU). We are an online-only service and do not operate a public walk-in address for service of process.

Dutch and EU law apply to how we process personal data. Foreign authorities should use applicable mutual legal assistance or other lawful channels where required. We may decline requests that are incomplete, overbroad, or not valid under applicable law.

Send law-enforcement and child-safety notices to:

• Email: info@getmaktub.app
• Subject line: use a clear label such as Law enforcement request, Preservation request, or Child safety report.

This inbox is monitored by authorised personnel who can respond to CSAE reports and take enforcement action. Do not send requests through social media or general marketing channels.

Include agency name, investigator name, badge or employee ID, official email address, phone number, case or reference number, and a secure way for us to verify authenticity.

Except for limited emergency situations described below, we generally require valid legal process before disclosing non-public user data. Depending on the data sought and the jurisdiction, that may include a preservation request, court order, production order, warrant, or equivalent instrument under Dutch or EU law, or a mutual legal assistance request where applicable.

Each request should:

• identify the specific user account(s) with enough detail to locate them (for example email address, user ID, or profile ID);
• describe the categories of data sought and a reasonable date range;
• state the legal authority for the request and attach the signed instrument;
• explain any sealing, non-disclosure, or urgency requirements;
• provide a response deadline and preferred secure delivery method.

We do not provide bulk dumps of unrelated accounts or speculative fishing expeditions. Overbroad requests may be narrowed or refused.

If there is an imminent risk of death or serious bodily harm, contact us immediately at info@getmaktub.app with subject Emergency disclosure. Include the facts supporting exigency, the data needed, and follow-up legal process as soon as practicable.

We may disclose limited information without prior court process where applicable law permits emergency disclosure to prevent or respond to imminent harm. We document such disclosures and may notify supervisory authorities where required.

Platform reporting is not a substitute for calling local emergency services.

We accept formal preservation requests asking us to retain specified account data that may otherwise be deleted or rotated under our retention schedule. Send them to info@getmaktub.app with subject Preservation request.

Preservation requests should identify the account, data categories, and the period to preserve. Preservation does not itself authorise disclosure; disclosure still requires valid legal process (unless an emergency exception applies).

Availability depends on whether an account exists, what the user provided, and our retention periods. Categories may include:

• Account and profile data — email, profile fields, preferences, photos, voice notes, and related account metadata while the account is active.
• Communications — in-app messages between matched users. We do not use end-to-end encryption; authorised staff may access message content when necessary for safety, support, or legal compliance.
• Safety records — reports, blocks, and moderation actions.
• Server logs — limited operational logs (for example IP address, timestamp, and pages used) retained for up to 90 days.
• Payments — founding contribution metadata we receive from Stripe; card numbers are processed by Stripe, not stored by us.
• Post-deletion compliance archive — for up to 7 years after purge, a limited archive may include deletion audit records, purchase records, and safety records without chat content, photos, voice notes, or profile biography.

See our Privacy Policy for full retention detail. Data that has been securely deleted cannot be produced.

Where legally permitted, we may notify the affected user before disclosing their data so they can seek legal remedies. We will not provide prior notice when prohibited by law, court order, or sealing provision, or where notice would create a risk of death, serious injury, or destruction of evidence.

Maktub prohibits CSAE, grooming, CSAM, and any attempt to involve minors. If we obtain actual knowledge of CSAM, we remove it promptly, suspend or terminate involved accounts, preserve evidence as required by law, and report to the appropriate authority — including Dutch police channels and, where applicable, recognised hotlines such as NCMEC.

Child-safety reports and law-enforcement CSAE notices: info@getmaktub.app (subject Child safety report). More product standards are published on our Safety page.

We aim to acknowledge complete requests promptly and respond within a reasonable period given the nature of the request, verification needs, and legal review. Emergency matters are prioritised.

We may charge reasonable costs for extensive production where permitted by law. We will say so before undertaking significant work where practicable.

We may update these guidelines from time to time. The “last updated” date above will change when we do. Material changes may also be reflected in our Privacy Policy.