Abuse Reporting and DMCA Procedure

Email [email protected]. Include:

• The IP address or hostname involved;
• Timestamps with timezone — this is the single most common omission and it is the one that stalls reports;
• Evidence: log excerpts, full email headers, packet captures, URLs, screenshots;
• A description of the conduct and why it is a violation;
• A contact address for follow-up.

Reports with evidence are actioned considerably faster than assertions. We do not act on an unverified accusation — we verify first, in every category.

• Review by the support or abuse team; include enough information to identify the service and conduct.
• Verification by an engineer. Where the material is publicly reachable this is usually quick; where it is not, we may ask you for more.
• Action. Immediate-suspension categories under the AUP are suspended on verification. Everything else gives the customer 48 hours to remediate, with a description of what we observed.
• Outcome notification to the reporter, stating what was done. We do not disclose customer details.

CSAM reports are escalated immediately, outside normal queue handling, at any hour.

Copyright complaints are assessed according to the service location, applicable law and the acceptable-use policy. We do not promise that every notice in a non-US location will be ignored or that action is possible only after a court order.

We may ask the customer or reporter for further information. The response can depend on the evidence and legal process; verified policy violations and applicable legal obligations can require restriction or removal.

For the United States location, notices and counter-notices are handled under the applicable section 512 procedure. General information is available from the US Copyright Office.

For servers in our Kansas City location, send a notice complying with 17 U.S.C. § 512(c)(3) to [email protected], including:

• A physical or electronic signature of the rights holder or an authorised agent;
• Identification of the copyrighted work claimed to be infringed;
• Identification of the material claimed to be infringing, with enough detail to locate it;
• Your contact information;
• A statement of good-faith belief that the use is not authorised;
• A statement, under penalty of perjury, that the information is accurate and you are authorised to act.

Counter-notices under § 512(g) are accepted at the same address. Where one is valid, § 512(g)(2)(C) sets the window for putting the material back at not less than 10 and not more than 14 business days after we receive it — and it stops there if, before the material goes back, the complainant tells us it has filed an action seeking a court order against the subscriber.

Send legal requests to [email protected], identifying the service, information sought and legal basis. Requests are assessed under applicable law.

The purchase form does not ask for an ID upload, but order, payment, email and technical records can exist. No general promise is made that requests are always refused or that relevant information does not exist.