This claim consideration policy (the “Policy”) defines acceptable practices relating to claims, abuse reports consideration connected with the use of the Company’s services by Company’s customers (“Customers”) and by users that have gained access to the Service through Customer accounts (“Users”) or within the cooperation with Customers.
Powers and Statuses
We act as a provider of hosting and related services only. Thus, we (i) do not initiate our Customers’ content transmission; or (ii) do not select the receiver of the transmission; or (iii) do not select or modify the information contained in the transmission; (iv) do not download, modify, edit or control our Customers’ content or Content of their end users, partners etc. Furthermore, we shall not provide our Customers with any censoring, moderation or other similar services concerning their Content, normally we have no technical ability to do so.
Therefore, we cannot add, control, remove or edit any site’s content.
We shall not bear any responsibility for any consequences regarding operations with our Customers’ content or online resources available. They are responsible for their websites, web resources, goods, services or content, compliance with laws and regulations throughout all countries, territories, and jurisdictions in which they are accessible.
Usually we have the ability to contact persons or entities with the requirement to investigate a legal issue. But we cannot consider Claims on their merits.
Procedures
We consider claims in accordance with this Policy, as well as other internal documents and applicable law. By sending a complaint to us, the complainant (“You”) authorize Us to transfer your claim (if appropriate and not prohibited by applicable law) along with information about the complainant and all evidence attached to a person who is likely to have committed a violation or has the factual reasons or legal basis to consider the claim. You warrant that you have sufficient authority to claim and transfer information (including personal data) contained in the claim.
If you find a web-resource associated with Us is involved in any activity that violates Our Acceptable Use Policy, please follow the guidelines below.
1. You can directly contact a person – an owner of the website, using the contact information on the contact page of the website. It will almost certainly speed up the consideration of the claim.
2. As a rule, we do not consider anonymous claims. Nevertheless, at our sole discretion, we may waive this rule in the event of supposed infringements.
3. Please be aware that we are not at liberty to freely disclose information about third parties. Such disclosure is possible if a person has allowed the transfer of information or as part of a legal process and at the request of the authorities.
4. Kindly ask You to send Us the detailed claim with the evidence to support it (including URL or other identification of web-resources), Your name and the email address where you wish to receive our reply.
You can submit a claim using an email published on our website.
IMPORTANT NOTE: IN THE EVENT YOU SEND US A NOTICE OF ANY KIND VIA EMAIL AND DO NOT RECEIVE A RESPONSE FROM US, PLEASE SUBMIT A DUPLICATE COPY. DUE TO THE VAGARIES OF THE INTERNET AND EMAIL COMMUNICATION IN PARTICULAR, INCLUDING WITHOUT LIMITATION THE BURDENS OF SPAM AND THE OCCASIONAL UNINTENDED EFFECTS OF FILTERS, SENDING AN ALTERNATE FORM OF NOTICE WILL HELP ASSURE THAT YOUR NOTICE IS RECEIVED BY US AND ACTED ON IN A TIMELY MANNER.
We will process these orders and claims, and take action based on the information provided.
Usually, consideration of a claim (containing complete and accurate information) takes 24 hours or more. Urgent cases may be resolved in less than 24 hours. This term does not include the period necessary to eliminate the violation. We may extend the consideration period depending on the amount of material to be analyzed, the necessity to require additional documents or information, or due to other circumstances, as well as the requirements of applicable law. Claims and orders are subject to human review. Actions taken in response to claims and/or orders which relate to the provision of content by clients, are generally subject to human review.
If the information and evidence provided by You are insufficient, we may request missing or clarifying information and suspend consideration of a claim on this basis until you provide additional information.
If a complainant frequently provides manifestly unfounded claims, we may suspend the processing of all its claims, after a prior warning. “Frequently” means the submission of 2 or more unfounded notices or claims (as relevant) over a period of 12 months.
We usually send responses to claims. Company is not and cannot be obliged to share the results or materials studied during the consideration of a claim with the complainant, except as expressly provided by applicable laws.
When Company has actionable evidence that Services is being used for providing, publishing or transmitting Unauthorized Content, Company shall promptly take the appropriate mitigation action(s) that are reasonably necessary to stop, or otherwise disrupt, the Services from being used for it. Action(s) may vary depending on the circumstances, taking into account the cause and severity of the harm from the Unauthorized Content and the possibility of associated collateral damage. These actions may entail the restrictions mentioned in Master Service Agreement or any other restrictions required by the relevant authority (including in some cases, without prior notice, suspend or terminate access to a whole Service).
Company will generally issue a prior warning before any suspension, other than in exceptional cases, or where Company is otherwise legally required to take immediate action. When deciding on and applying such restrictions, Company will act in a timely, diligent, non-arbitrary, objective and proportionate manner.
If you disagree with a Company’s decision, you may lodge a complaint against it with Company. The complaint must be lodged within six (6) months from the date on which you are informed of the decision. To lodge your complaint, you will need to respond to the email informing you of the decision and provide any additional context or information for Company to reassess the decision. Company will review your complaint and respond.
Our policy is to notify Customers of claims and requests for their data unless We are prohibited from doing so by statute or court order.
