Leneex - Hosting Provider

Complaints Policy

At Leneex, we aim to provide reliable services and helpful support. If something has gone wrong, we want to hear about it — every complaint helps us improve. This policy explains how to submit a complaint and how we will handle it.

This policy covers complaints about the Services, support, billing and staff of LENEEX CLOUD LTD ("Leneex", "we", "us"). Reports of abuse from our customers' services (spam, phishing, malware, copyright infringement and similar) are handled under our Abuse Handling Policy — please send them to abuse@leneex.com.

1. Before Making a Complaint

Many issues can be solved quickly by our support team. If you have a technical or billing question, please open a regular support ticket first. If you are not satisfied with the answer, you can then submit a formal complaint.

2. How to Make a Complaint

Please submit your complaint by opening a ticket in the client area and selecting the Complaints department (or starting the subject line with "Complaint"). If you cannot access the client area, you may contact us through the contact form on leneex.com.

To help us investigate quickly, please include:

  • your name and the e-mail address registered with your account;
  • the Service, domain name, server or invoice concerned;
  • a clear description of the problem and when it happened;
  • any relevant ticket numbers, screenshots or other evidence;
  • what outcome you would like.

Please submit your complaint within 30 days of the event you are complaining about, so that the relevant information and logs are still available.

3. How We Handle Complaints

Stage 1 — Acknowledgement and investigation

  • We will acknowledge your complaint within 2 business days.
  • A member of our team will investigate and aim to send you a full response within 10 business days.
  • If the matter is complex and needs more time, we will let you know and keep you updated on progress.

Stage 2 — Escalation

  • If you are not satisfied with our response, you can ask for your complaint to be escalated within 14 days of receiving it, by replying to the same ticket.
  • The complaint will be reviewed by a manager who was not involved in the original response.
  • We aim to send our response within 10 business days of your escalation request.

Stage 3 — Final response

  • The Stage 2 response is our final position and concludes our internal complaints process.
  • It will explain our findings, any action we have taken or will take, and the reasons for our decision.

4. What We Can Offer

Where we find that we have made a mistake, we will explain what went wrong and take steps to correct it. Depending on the situation, this may include fixing the issue, improving our processes, or providing a goodwill credit to your account balance. Any compensation is provided at our discretion and in line with our Terms and Conditions and Cancellation and Refund Policy.

5. Our Expectations

We treat all customers with courtesy and respect, and we ask the same in return. We may stop responding to, or close, complaints that are abusive, threatening, or repeatedly raise issues that have already been fully answered.

Submitting a complaint does not suspend your obligations under our Terms and Conditions, including paying invoices on time.

6. External Options

If you remain dissatisfied after our final response, you may have the right to take the matter further, for example:

  • for domain name disputes — to the relevant domain registry or dispute resolution provider (such as UDRP providers) under their rules;
  • for data protection matters — to the Commissioner for Personal Data Protection of the Republic of Cyprus, or the data protection authority of the EU country where you live or work;
  • if you are a Consumer — to the Consumer Protection Service of the Republic of Cyprus or a certified alternative dispute resolution (ADR) body;
  • for decisions to restrict or remove content or Services — to a certified out-of-court dispute settlement body under the EU Digital Services Act, where available;
  • for other disputes — to the competent courts of the Republic of Cyprus, as set out in our Terms and Conditions.

As agreed in our Terms and Conditions, please complete our internal complaints process before starting legal proceedings.

7. Record Keeping and Confidentiality

We keep records of complaints and their outcomes to help us improve our Services. Your complaint and personal data will be handled confidentially and in accordance with our Privacy Policy.

8. Contact Us

  • Company: LENEEX CLOUD LTD
  • Registered office: Themistokli Dervi, 41, HAWAII NICOSIA TOWER, 2nd floor, Flat/Office 201, 1066, Nicosia, Cyprus
  • Complaints: through the ticket system in the client area
  • Website: leneex.com