August 24, 2023
Alibaba Group’s principal business operations and operating subsidiaries are based in the People's Republic of China, but our products and services may be available in certain other jurisdictions around the world. We understand there will be times when overseas government agencies, in the performance of their duties, may seek information from, or otherwise need to contact, Alibaba Group. We strive to be a good citizen in accordance with the laws and regulations of PRC and other applicable jurisdictions.
1. General
If your agency needs to contact Alibaba Group regarding legal and compliance matter (1) that relates to Alibaba Group Holding Limited(“AGHL”), the parent holding entity of Alibaba Group, (2) that relates to multiple Alibaba Group subsidiaries and/or businesses, or (3) for which you do not know to which specific Alibaba subsidiary or business you should direct your communications, you may contact us through email to enforcementenquiry@alibaba-inc.com.
Alibaba Group businesses have set up designated contact channel for specific enquiries, including but not limited to user information requests, customer complaint, data protection enquiries etc., please refer to the contact information in Section 3.
Please note that this email address provided above will solely respond to the enquiries within the scope as described above, this email address neither accepts nor receives service of legal documents and will not be responsive to unrelated enquiries.
2. Required Information
It will greatly facilitate our response to you if you could provide in your email the following information:
- Your full contact details, including but not limited to name, email address, telephone number, and physical address;
- Credentials for verifying your identity;
- Detailed description of any information you seek or assistance you request from Alibaba Group, as well as any background information you could share in connection with your enquiry, in particular, please specify the services/ e-commerce platform concerned to facilitate our evaluation and response;
- Recitation of the applicable legal grounds for your enquiry; and
- If applicable, any official document relating to your enquiry.
3. Other enquiries
For your convenience, please refer to below for each Business Group’s website and contact information subject to change by Alibaba Group from time to time.
(1) User information requests
For seeking user information regarding users of the Alibaba E-commerce platforms (such as www.alibaba.com or www.aliexpress.com) operated by subsidiaries of the Alibaba Group Holding Limited, please find the contact information as following:
For seeking user information of AliExpress.com, please contact
enforcementenquiry@aliexpress.com
For seeking user information of Alibaba.com, please contact gov.reach@service.alibaba.com
For seeking user information of Miravia, please contact
Enforcement-enquiry@miravia.es
For seeking user information regarding users of Alicloud, please visit: https://www.alibabacloud.com/help/zh/legal/latest/user-information-legal-enquiry-guide-user-information-legal-enquiry-guide and contact through AliCloud_enforce_enquiry@alibabacloud.com
(2) Customer complaint
For customer service related inquiries of Aliexpress.com, please visit the Customer Service page for the appropriate contact channel:
https://customerservice.aliexpress.com/home?language=en&from=byr_common&hcMapRule=aeMapRule or contact through AEbuyerservice@aliexpress.com and/or buyer.enquiries@aliexpress.com .
For customer service related inquiries of Alibaba.com, please visit the Customer Service page for the appropriate contact channel:
https://service.alibaba.com/page/home?pageId=122&language=en.
(3) Data protection
For enquiry in relation to data protection requests of AliExpress, please contact: DataProtection.AE@aliexpress.com
For enquiry in relation to data protection requests of Miravia, please contact:
(4) Product compliance
For enquiry in relation to product compliance requests of AliExpress, please contact:
eu.productsafety@aliexpress.com
(5) IPR infringement
For the report of IPR infringement claim or unlawful activities claim relating to Alibaba Cloud’ user, please visit: https://www.alibabacloud.com/report
For other enquiries, please refer to the Alibaba Group website (www.alibabagroup.com) for the designated contact.
This Guide is subject to change without notice, and applies only to enquiries from government agencies. Nothing in this Guide shall be used to create, or be construed as impacting, any legal obligations or any enforceable rights against Alibaba Group, or otherwise affect Alibaba Group’s legal and equitable defenses. Alibaba Group reserves all rights relating to the interpretation and application of this Guide.
