Abuse handling policy

Last revised: 2025-06-27

Cloudoora is committed to maintaining a safe, secure, and lawful internet experience. We investigate and record all submitted reports of abuse. Where appropriate, we will take necessary action if a violation of our Terms of Service is confirmed or if required by ICANN policies or the relevant Registry. We may request further information from you to properly evaluate your complaint.

We reserve the right to disclose submitted abuse reports and related information to the reported customer for clarity, resolution, and to prevent miscommunication. However, we may not always provide detailed updates to the complainant due to privacy obligations. As part of the investigation process, we may validate a complaint with the affected customer.

Abuse Handling Procedure

WHOIS Inaccuracy

How to Submit a Complaint:

1. Complete the WHOIS reporting form at: https://cloudoora.com/report-abuse
2. Enter the domain name and describe the inaccuracy.
3. Provide your name and email address.
4. Click submit.

Resolution Process:

• Our Abuse team will contact the domain registrant and request corrections within 7 days.
• Failure to provide corrected WHOIS data or valid justification may result in suspension of the domain.

SPAM

How to Submit a Complaint:

1. Fill the spam report form: https://cloudoora.com/report-abuse
2. Include the full headers and body of the spam message (mandatory).
3. Provide your name and email address.
4. Click submit.

Resolution Process:

• Spam reports will be verified for origin and content.
• First-time incidents (compromised or promotional spam) may result in a warning.
• Repeat offenses or malicious activity (phishing, scams, malware) will result in immediate suspension.

Other Abuse (e.g., Phishing, Scams, Malware)

How to Submit a Complaint:

1. Use the abuse form at: https://cloudoora.com/report-abuse
2. Submit detailed evidence with the domain in question.
3. Provide your name and email address.
4. Click submit.

Resolution Process:

• Complaints are reviewed to determine abuse type.
• For compromised sites, a warning may be issued.
• For deliberate abuse (e.g., phishing, malware, child exploitation), domains may be suspended immediately.

Each abuse report generates a ticket in our internal tracking system with a unique ID for administration and follow-up.

Data Request Policy

Types of Requests We Handle

• Data Requests (e.g., subpoenas, court orders, MLATs)
• Preservation Requests (to retain data during an investigation)
• Emergency Requests (involving imminent harm or death)

Customer Notification

It is our policy to notify affected customers unless legally prohibited by statute or court order.

Request Requirements

All data-related requests must include:

• Full name and email associated with the account
• Relevant domain name(s) or IP address

Preservation requests must also:

• Be signed on official agency letterhead
• Include a valid return email and phone number
• Confirm legal process is in progress

We may request additional documents that connect the request to ongoing litigation or enforcement.

Where to Send Requests

By Mail:
Cloudoora Ltd.
Legal Department
[Insert Updated Cloudoora Address Here]

By Email: abuse@cloudoora.com

Important Note: If you do not receive a confirmation email within a reasonable time after sending a report or request, please resubmit by paper mail. Due to spam filters or other email delivery issues, paper mail ensures your notice reaches us.

Fees and Available Data

Cloudoora may charge processing fees as permitted by law, especially for complex or resource-intensive requests.

Non-content Data (with valid request):

• Name, email, signup date
• Billing details
• IP logs

Content Data (only with valid search warrant):

• Website content
• Emails or hosted data

All legal access to data is subject to jurisdiction and applicable law.

For all abuse reports and legal data requests, Cloudoora is committed to due diligence, privacy protection, and compliance with global legal frameworks.