Política de manejo de abuso

ABUSE HANDLING POLICY

1. OVERVIEW

This Abuse Handling Policy (“Policy”) explains how Hostinger receives, assesses, investigates, and responds to:

• reports concerning suspected illegal, abusive, fraudulent, harmful, or otherwise prohibited use of our Services or violations of the Agreement (“Abuse Reports”); and
• requests, orders, or other communications from competent authorities, including requests concerning information, preservation of data, or other action relating to our Customers or Services.

Depending on the relevant Service, Hostinger may act in different capacities, including as a hosting service provider, domain name registrar, or other service provider. The actions available to Hostinger may therefore differ depending on the relevant Service and Hostinger’s role.

This Policy applies together with the Agreement and all applicable legal, regulatory, contractual, and other binding requirements (“Applicable Requirements”). These may include, where applicable, the EU Digital Services Act (“EU DSA”), the U.S. Digital Millennium Copyright Act (“US DMCA”), the Indian Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 (“India IT Rules”), applicable ICANN requirements, registry and TLD-specific rules, and requirements of competent authorities.

If this Policy conflicts with any mandatory Applicable Requirement, that requirement will prevail to the extent of the conflict.

Other capitalised terms not defined in this Policy have the meanings given to them in the Agreement.

2. REPORTING ABUSE

If you become aware of content or activity involving our Services that you believe is illegal, abusive, or otherwise prohibited under the Agreement or Applicable Requirements, you may submit an Abuse Report through our Report Abuse page or by contacting us at abuse@hostinger.com. Our abuse reporting channels are available for submissions 24 hours a day, 7 days a week. Where Applicable Requirements provide for a specific reporting or grievance mechanism, the relevant channel designated by Hostinger may also be used.

An Abuse Report should contain sufficient information for us to identify and assess the reported activity, including, where applicable:

• the relevant domain name, URL, IP address, or other sufficiently precise location of the reported activity;
• a description of the suspected abuse, illegal content, or activity and the reasons why you consider it to be unlawful or otherwise abusive;
• relevant supporting information or evidence, such as screenshots, email headers and message content, logs, timestamps, or other information appropriate to the reported activity;
• any other information reasonably necessary for us to assess the report; and
• your name and electronic contact details, unless not required under Applicable Requirements.

The person submitting an Abuse Report is referred to in this Policy as the Reporter.

By submitting an Abuse Report, you confirm that, to the best of your knowledge and belief, the information provided is accurate, complete, and not misleading, that you are authorised to submit the Abuse Report and provide the information contained in it, and that the Abuse Report is submitted in good faith and in compliance with Applicable Requirements.

Where the EU DSA applies, Abuse Reports concerning Illegal Content will be handled in accordance with the applicable EU DSA requirements and the DSA Supplemental Terms of the Agreement. Orders and other communications from competent EU authorities may be submitted to abuse@hostinger.com or compliance@hostinger.com, as appropriate. Such communications may be submitted in English, Lithuanian, or Greek.

Where the US DMCA applies, copyright infringement notices are subject to our Trademark/Copyright Policy and should comply with the requirements and process set out there.

Where the India IT Rules apply, an Abuse Report may also constitute a grievance under those rules and will be handled in accordance with the applicable grievance redressal requirements. Such grievances may be submitted to Hostinger’s Grievance Officer at grievance@hostinger.com.

3. HOW WE HANDLE ABUSE REPORTS

We record and assess Abuse Reports to determine whether they relate to our Services and whether sufficient information has been provided. We also assess whether any action may be appropriate under the Applicable Requirements.

Our assessment is generally based on the information and evidence provided in the Abuse Report and other information reasonably available to us. We may also consider applicable legal and contractual requirements, our role in relation to the relevant Service, potential harm, proportionality, and the possible impact of any action. Where necessary, we may request additional information, clarification, or supporting evidence from the Reporter, the relevant Customer, competent authorities, service providers, or other relevant parties.

We are not generally required to monitor information transmitted or stored through our Services or to actively seek facts or circumstances indicating illegal or abusive activity, except where required by Applicable Requirements.

An Abuse Report may give rise to knowledge or awareness of illegal content if it contains enough information for us, acting diligently and without a detailed legal examination, to identify that the relevant content is illegal.

Abuse Reports are handled without undue delay. We aim to conduct an initial review within 24 hours after receipt. Further assessment or resolution may take longer where additional information, legal or technical assessment, input from relevant parties, or other steps are required. Different or shorter time periods may apply where required by the Applicable Requirements, including for urgent reports, orders, or requests from competent authorities.

We may confirm receipt of an Abuse Report and provide a reference or other information allowing the report to be tracked. Where required by the Applicable Requirements and where the Reporter has provided electronic contact details, we will confirm receipt and, where applicable, inform the Reporter of our decision and any available complaint or redress options.

We may prioritise Abuse Reports where required by the Applicable Requirements or where we consider priority handling appropriate. This may include reports involving serious or urgent risks, including threats to the life, safety, health, or physical or mental well-being of individuals, risks to minors or public safety, as well as reports submitted by competent authorities, law enforcement authorities, Trusted Flaggers, or other relevant persons or entities.

Where appropriate, we may use automated or partially automated tools to support the detection, classification, prioritisation, assessment, or handling of Abuse Reports. Human review or oversight may also be used where appropriate or required.

Any action taken will be based on the information available and the legal, contractual, and technical measures available to us at the relevant time. The outcome may change if new information becomes available or if the Customer takes appropriate remedial action. Submission of an Abuse Report does not guarantee any particular outcome or enforcement measure.

4. DOMAIN NAME AND DNS ABUSE

Where Hostinger provides domain name registration Services, Abuse Reports may also be subject to Applicable Requirements specific to domain names.

For the purposes of applicable ICANN requirements, DNS Abuse includes malware, botnets, phishing, pharming, and spam when used as a delivery mechanism for those forms of DNS Abuse. Other unlawful or abusive activities involving domain names may also be handled under this Policy, even if they do not fall within this definition of DNS Abuse.

Reports concerning inaccurate or incomplete domain name registration data may also be handled under this Policy. We may request the relevant Customer to verify, correct, or provide supporting information regarding the registration data and may take further action where required or permitted by the Applicable Requirements.

We take reasonable and prompt steps to investigate Abuse Reports involving domain names registered or managed through Hostinger. Where there is actionable evidence of DNS Abuse, appropriate steps may be taken to stop or otherwise disrupt the abuse.

In determining the appropriate response, we may take into account the nature and severity of the reported activity, the available evidence, the Applicable Requirements, and the risk of unnecessary collateral impact.

The fact that a domain name is registered or managed through Hostinger does not necessarily mean that Hostinger hosts or controls the content accessible through that domain. Accordingly, the actions available to us in relation to a domain registration Service may differ from those available where we also provide the relevant hosting Service.

5. ACTIONS WE MAY TAKE

Depending on the reported matter, our role, and the Applicable Requirements, we may take any action that we consider appropriate or that is required.

Such actions may include requesting additional information or remediation, restricting or disabling access to content or Services, suspending or terminating Services, applying domain-level restrictions such as a hold or transfer lock where permitted, or escalating the matter to a registry, service provider, competent authority, or other relevant party.

Where necessary or required by the Applicable Requirements, we may take additional or expedited action, preserve or disclose information, provide notifications, or report the matter to or cooperate with competent law enforcement, regulatory, judicial, or other authorities. In serious or urgent cases, action may be taken without prior notice to the Customer where permitted or required.

Requests, orders, or other communications from competent authorities, including requests concerning Customer information or preservation of data, will be handled in accordance with the Applicable Requirements and Hostinger’s applicable procedures for such requests.

We may also determine that no further action is appropriate based on the information available to us.

6. REQUESTS FOR INFORMATION AND LEGAL PROCESS

We may receive requests, orders, legal process, or other communications concerning our Customers, Services, or information held by us from law enforcement, regulatory, judicial, or other competent authorities, as well as from attorneys, parties to legal proceedings, or other persons entitled to make such requests under the Applicable Requirements.

Such requests may include requests for information, preservation of data, subpoenas, court orders, warrants, European Production Orders, European Preservation Orders, or other legal or regulatory requests made in connection with investigations, legal proceedings, or other official matters.

Requests must contain sufficient information to identify the relevant Customer, Account, Service, domain name, or other subject of the request and must comply with the Applicable Requirements. Where necessary, we may request additional information, supporting documentation, confirmation of the requesting person’s identity or authority, or evidence of the legal basis for the request.

We handle valid requests within the time limits prescribed by the Applicable Requirements. Requests involving an imminent threat to life, safety, or serious physical harm may be treated as urgent and handled on an expedited basis.

Where permitted or required, we may preserve, disclose, or otherwise process relevant information in response to a valid request. The nature and extent of any action taken or information disclosed will depend on the request, the information available to us, and the Applicable Requirements.

We may notify the affected Customer about a request or disclosure where appropriate, unless notification is prohibited or restricted, or where it could prejudice an investigation, legal proceeding, enforcement action, security, or the rights or safety of any person.

Where permitted by the Applicable Requirements, we may require reimbursement of reasonable costs incurred in responding to requests, particularly where a request is unusual, complex, or burdensome.

Requests may be submitted to compliance@hostinger.com or through another contact channel designated by Hostinger for the relevant type of request.

7. COMMUNICATION WITH THE CUSTOMER

As part of our investigation, we may share an Abuse Report or relevant information contained in it with the Customer concerned where reasonably necessary to explain the reported matter, verify the allegations, obtain the Customer’s justification, or request remediation.

By submitting an Abuse Report, you acknowledge and agree that the information you provide may be used or shared with relevant parties where reasonably necessary to assess, investigate, resolve, or otherwise handle the reported matter, or to comply with Applicable Requirements.

Information identifying the Reporter, including contact information, will be disclosed to the Customer only where strictly necessary for the relevant investigation or decision, or where otherwise required or permitted by applicable law. We may redact information that is not necessary for these purposes.

We may restrict disclosure where appropriate to protect confidentiality, security, an ongoing investigation, or the legitimate interests of the Reporter or other persons.

The Customer may be given an opportunity to provide information, justification, or evidence, or to remedy the reported matter. Any action or outcome may be reconsidered where appropriate remedial action is taken or relevant new information becomes available.

8. RECORDS, PRIVACY AND TRANSPARENCY

We record and retain information relating to Abuse Reports and our responses in accordance with the Applicable Requirements.

Any personal data provided in connection with an Abuse Report is processed in accordance with our Privacy Policy and applicable data protection laws. Reporters should provide only information reasonably necessary for us to assess and handle the reported matter.

Hostinger publishes information regarding its handling of content moderation and other relevant matters in its applicable EU DSA Transparency Reports.