We prefer to resolve issues and keep customers. Termination is a last resort, but it does happen.
WHEN WE TERMINATE IMMEDIATELY
Child sexual abuse material, which is also reported to the relevant authorities Deliberate hosting of phishing or fraud infrastructure Using the account to attack other systems Serious criminal activity
These categories carry no warning and no refund.
WHEN WE TERMINATE AFTER A PATTERN
Repeated compromises with no effort to secure the account. If a site is cleaned three times and nothing is updated, the next occurrence may end the service. Repeated spam incidents. Repeated verified copyright complaints. Repeated resource abuse after warnings and an offer to upgrade.
WHAT HAPPENS TO YOUR DATA
For non-criminal cases we will normally give you a reasonable window to retrieve your data. For criminal cases, data may be preserved for authorities rather than released.
AVOIDING THIS ENTIRELY
Respond to our notices, do the remediation work, keep software updated, and talk to us when something is difficult. Customers who engage with the process almost never reach this point. The ones who do are those who ignore the emails.
