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Hostripples

Hostripples - Complaints Procedure

We want to put things right when they go wrong. This page explains how to make a complaint about our services, and how to report a complaint about content or activity on our network.

Complaints About Our Service

If you are not satisfied with our service, support or billing, please follow these steps:

  1. Tell us first. Open a support ticket, use live chat, or contact us by email. For technical issues use [email protected] (Ext: 681); for billing use [email protected] (Ext: 683); for sales and plan questions use [email protected].
  2. Give us the details. Include your account or domain name, what happened, when it happened, any ticket numbers, and the outcome you are looking for.
  3. Ask for escalation. If you are not satisfied with the reply, say so in the same ticket or email and ask for the matter to be reviewed by a senior member of the team. We will review the earlier handling and reply with our decision.

Complaints About Abuse

To report spam, phishing, malware, copyright or trademark infringement, or any other misuse of a service hosted on our network, email [email protected]. Please include the web address or sender involved, the date and time, and evidence such as full email headers or logs. For copyright and trademark reports see our Copyright and Trademark Notice.

We investigate reports under our Acceptable Use Policy. Where a violation is found we will act, which can include suspension or termination of the service. For privacy and security reasons we do not normally share details of our customers or of the action taken.

Billing Complaints

Billing questions and disputes are handled under our Billing Policy and Refund Policy. Please contact [email protected] before raising a dispute with your card issuer.

Your Information

We use the information you give us in a complaint only to investigate and resolve it, in line with our Privacy Policy.

Our Decision

Hostripples will be the sole arbiter of what constitutes a violation of our policies. Following the steps above does not affect any rights you have under applicable law.