Abuse Handling Policy

This policy explains what LENEEX CLOUD LTD ("Leneex", "we", "us") considers abuse, how to report it and how we handle reports. It forms part of our Terms and Conditions and applies to all customers and all Services, including Shared Hosting, VPS/VDS, domain names and SSL certificates.

1. What We Consider Abuse

Abuse includes, but is not limited to, any use of the Services that breaches the Acceptable Use section of our Terms and Conditions, in particular:

• Spam — sending unsolicited bulk or commercial e-mail, messages or comments; using purchased, rented or harvested mailing lists; hosting websites advertised through spam; operating open mail relays or open proxies;
• Phishing and fraud — fake login pages, impersonation of banks, brands or public bodies, fake online shops, investment and cryptocurrency scams, and other deceptive schemes;
• Malware — distributing or hosting viruses, trojans, ransomware, spyware, exploit kits, or operating botnets and command-and-control servers;
• Network attacks — DDoS attacks, port scanning, brute-force attacks, unauthorised vulnerability scanning, IP spoofing, and any attempt to access systems without permission;
• Intellectual property infringement — hosting or distributing copyrighted material, software or trademarks without the rights holder's permission;
• Child sexual abuse material (CSAM) — any such content, which is reported to the competent authorities and law enforcement without notice to the customer;
• Illegal content and goods — content promoting terrorism or violent extremism, the sale of illegal drugs, weapons, stolen data or counterfeit goods, and any other content or activity illegal under applicable law;
• Harassment and privacy violations — doxxing, threats, stalking, and the unlawful publication of personal data;
• Resource abuse — activities that harm the stability of our infrastructure or other customers' services.

2. How to Report Abuse

Anyone can report abuse — you do not need to be a Leneex customer.

Please send reports to: abuse@leneex.com

To help us act quickly, please include:

• the type of abuse (spam, phishing, malware, copyright, etc.);
• the IP address, domain name or URL concerned;
• the date and time of the incident, including time zone;
• evidence, such as full e-mail headers for spam, log extracts for attacks, or screenshots and URLs for web content;
• your name and e-mail address, in case we need more information;
• a statement that you believe in good faith that the information in your report is accurate and complete.

This procedure also serves as our notice-and-action mechanism under the EU Digital Services Act (Regulation (EU) 2022/2065) for reporting illegal content. Reports concerning child sexual abuse material may be submitted without providing your name and e-mail address.

Reports that do not identify a Leneex resource or lack sufficient information may not be processed.

Copyright and trademark complaints must also include: identification of the protected work or mark, the location of the infringing material, a statement that you are the rights holder or authorised to act on their behalf, a statement made in good faith that the use is not authorised, and your signature (electronic signature is accepted).

Law enforcement and government requests should be sent to the same address on official letterhead or from an official e-mail domain. We respond to lawful requests in accordance with the laws of the Republic of Cyprus and the European Union. Where we become aware of information giving rise to a suspicion that a criminal offence involving a threat to the life or safety of persons has taken place, is taking place or is likely to take place, we promptly inform the competent law enforcement or judicial authorities.

3. How We Handle Reports

3.1. Review. Every report is registered, and where the reporter has provided an e-mail address, we confirm receipt. Reports are reviewed by our abuse team in a timely, diligent and objective manner. We normally review reports within 24 hours, and reports of critical threats (phishing, malware, CSAM, active attacks) as a priority.

3.2. Suspension. If the report is well-founded, the affected Service is suspended without prior notice to stop the abuse and protect our network, other customers and third parties. Depending on the case, we may also block the relevant IP address, port or URL, or disable the content.

3.3. Notice to the customer. After suspending the Service, we notify the customer through the client area and by e-mail with a statement of reasons: what action was taken, the facts and the rule or law it is based on, and the available ways to contest the decision (see Section 3.6). We forward the relevant details of the report without the reporter's personal data, unless disclosure is required by law.

3.4. Customer response — 12 hours. The customer must reply to our notice within 12 hours. The reply must confirm that the abusive content has been removed or the activity stopped, explain the cause (for example, a hacked website or compromised password), and describe the steps taken to prevent it from happening again. If the customer believes the report is mistaken, they may provide evidence to support this, and we will review it fairly. The Service remains suspended until we accept the customer's response.

3.5. No response. If the customer does not respond within 12 hours, or the response does not resolve the issue, the Service remains suspended and may be terminated together with the customer's account.

3.6. Contesting a decision. A customer who disagrees with our decision may contest it by replying to our notice or through our Complaints Policy, and may also use the out-of-court dispute settlement and judicial remedies available under applicable law.

3.7. Informing the reporter. Where the reporter has provided an e-mail address, we inform them of our decision on their report without undue delay.

4. Consequences

The action we take depends on the severity of the abuse, whether it was intentional, and the customer's history:

• Compromised services. We understand that websites and servers can be hacked through no fault of the owner. If a customer's Service was compromised, we will work with them to clean it. The Service will be restored once the issue is fixed and secured.
• First unintentional violation. The Service is restored once the customer has fixed the issue and provided an acceptable response.
• Repeated violations or failure to cooperate. Termination of the affected Service and, where appropriate, the entire account.
• Intentional or serious abuse and any illegal activity. Immediate suspension and termination of all Services and the entire account, without refund, and a ban on opening new accounts.

We may also report illegal activity to law enforcement, preserve the relevant data and logs as evidence, and cooperate with investigations as required by law.

Suspension or termination for abuse does not entitle the customer to any refund, as set out in our Cancellation and Refund Policy. Costs we incur as a result of the abuse (for example, removing our IP addresses from blacklists) may be charged to the customer.

5. Resellers

Customers who resell our Services are responsible for the actions of their own clients and must respond to abuse reports we forward to them within the same 12-hour deadline. Failure to do so may lead to action against the reseller's account.

6. Misuse of This Process

Please use this process in good faith. We may ignore reports that are knowingly false, submitted to harass a customer or to gain a competitive advantage, or that are made automatically without human review and contain no useful evidence.

7. Contact

• Company: LENEEX CLOUD LTD
• Registered office: Themistokli Dervi, 41, HAWAII NICOSIA TOWER, 2nd floor, Flat/Office 201, 1066, Nicosia, Cyprus
• Abuse reports: abuse@leneex.com
• Website: leneex.com