Abuse and Suspension Policy
1. Purpose
Residential IPs are a scarce, high-value resource whose reputation is held in common by everyone using them. This policy sets out how we act on breaches of the Acceptable Use Policy, to protect other users, the destinations they reach, and our network.
2. How we detect abuse
Our detection works on traffic characteristics and metadata. We do not inspect the contents of what you transmit.
- Abuse complaints from upstream operators, destinations or third-party bodies
- Traffic anomaly alerts: unusual concurrency, port-scan signatures, abnormal protocol behaviour
- Payment fraud and account risk signals
- Reports from other users or the public
3. Graded response
- Level 1 · Notice: suspected minor breach or misuse. We flag it by ticket or email and ask you to fix it within a set period.
- Level 2 · Suspension: the breach continues, or we receive a valid third-party complaint. We suspend the resource; subscription time keeps running, and we restore service once you have explained and remedied it.
- Level 3 · Termination: serious or repeated breach. The account and all resources are terminated, with no refund of balance or unused time.
4. Immediate termination
We terminate without prior notice, and reserve the right to cooperate with law enforcement and pursue remedies, for:
- Network attacks, intrusion and exploitation
- Distributing malware or ransomware
- Phishing, financial fraud and money laundering
- Distributing child sexual exploitation material or terrorist content
- Ordering with stolen payment credentials
5. Appeals
If you disagree with an action, you may appeal through the ticket system within 14 days of the notice, with your explanation and any evidence.
We review and respond within 5 business days. Where we got it wrong, we restore the service and compensate for the affected period.
6. Data handling
After termination we retain the records necessary for reconciliation, audit and any legal proceedings, for the periods set out in the Privacy Policy, then delete or anonymise them.
7. Reporting abuse
If you believe someone is abusing our service, open a ticket with the time, the addresses involved and any verifiable evidence. We investigate promptly.