1. Who this policy applies to
This policy forms part of the relevant service agreement when disclosed and accepted with your order. Read it with our Hosting Terms and general terms. Take reasonable steps to ensure that people you authorise to use the service follow these requirements.
Nothing here restricts non-excludable legal rights or permits disproportionate action against lawful use.
2. Unlawful and harmful use
Do not use the service to:
- Publish, distribute or facilitate unlawful material or activity, including child sexual abuse material, fraud, unlawful threats or exploitation.
- Infringe another person’s copyright, trade mark, privacy or other legal rights.
- Conduct phishing, distribute malware, steal credentials or gain unauthorised access to accounts or systems.
- Run denial-of-service attacks or deliberately interfere with networks, security controls or another customer’s service.
- Conceal or misrepresent the origin of abusive activity, including through forged message headers or impersonation.
Lawful criticism, a commercial disagreement or an unsupported allegation is not, by itself, a breach. We assess complaints on their substance and available evidence.
3. Email and messaging
Send commercial messages only with the consent and other permissions required by law. Include accurate sender identification and a working unsubscribe process where required, and act on unsubscribe requests within the applicable legal period.
Do not send spam, operate an open mail relay or use harvested address lists unlawfully. Configure mailing software to respect the sending limits disclosed for your plan. If you need bulk delivery or a different volume, discuss an appropriate service with us before starting.
4. Security and shared resources
Protect credentials, maintain software within your responsibility and tell us promptly about suspected compromise. Do not bypass account limits, abuse shared resources or run workloads outside the agreed plan.
Security testing must be authorised by the owner of each relevant system and coordinated with us where it could affect shared infrastructure. This does not prevent ordinary development or approved testing within your service.
Where usage causes a material problem, we will explain the affected limit or risk and discuss reasonable remediation. A busy website does not automatically justify an undisclosed charge or a punitive restriction.
5. Reporting and investigating concerns
To report suspected misuse, call (08) 9291 3284 or use our contact form. Include the affected URL or service, when the activity occurred and enough information to understand the concern. Do not send passwords, unnecessary personal information or copies of unlawful material.
We may seek clarification, contact the account holder and examine relevant service records to assess a report. We will handle personal information in accordance with our Privacy Policy and applicable law. A complaint does not automatically establish a breach or authorise disclosure of customer information to the complainant.
6. Our response
For a remediable breach, we will normally describe the issue and provide a reasonable opportunity to correct it. Depending on the risk, a proportionate response may include removing access to specific material, limiting a process or temporarily restricting an affected service.
Immediate action may be necessary for a binding legal requirement, unlawful activity or a material security or infrastructure threat. We will explain the action unless legally prevented, limit its scope where practicable and review it when the concern is resolved. Any termination must be justified under the service agreement and applicable law.
You may ask us to review a decision and provide further information. We do not impose an automatic abuse fee. Any additional remediation charge requires a proper contractual basis and must be reasonable. These procedures do not remove your right to seek an external remedy.
7. Related policies
See our Delivery Policy for provisioning and our Domain Terms for registration and renewal matters. Changes to this policy apply through the agreed contract process; changing this page does not retrospectively rewrite an existing agreement.