Abuse
If something hosted on our network is spamming you, phishing, serving malware, attacking you or using your copyrighted work, tell us. We investigate every report we receive.
Actioned within 24 hours · You get an email telling you it is done · UK team
Report abuse
This goes to the same team as [email protected]. You do not need an account with us to use it. How we handle reports, what to include and how copyright takedowns work is explained below.
Worth knowing
24 hours, not working days
The clock starts when your report reaches us, and it runs at weekends too.
Law enforcement requests
If you are contacting us as a police force, court or regulator, say so in your report and we will route it accordingly.
The rules we enforce
Our Acceptable Use Policy sets out what is not allowed here and what we do about it.
Emergency
Active phishing, malware or an attack in progress. Email us and put URGENT in the subject line, or call the team.
How we handle it
Abuse reports are not left in a queue over a weekend. Every report that reaches us is picked up, investigated and acted on within 24 hours of us receiving it.
We investigate and act within 24 hours of receiving your report, every day of the week. Depending on what we find, that means cleaning up, suspending the content, suspending the account, or telling you why no action was warranted.
You will get an email from us confirming that your report has been dealt with, so you are never left wondering whether it was read. Give us an address you actually monitor and check your spam folder if you do not see it.
Phishing, malware and active attacks are treated as emergencies and dealt with as fast as we can get to them, not at the 24 hour mark. Child sexual abuse material is removed immediately and reported to the Internet Watch Foundation and law enforcement, without exception.
One thing we usually cannot tell you: exactly what action we took against a customer. That is a matter between us and them, and it stays confidential. We will always confirm that your report was investigated and closed.
Where to send it
Use the form at the top of this page, or email us directly. Both reach the same team, and both carry the same 24 hour commitment.
Abuse contact
[email protected]Monitored by our UK team. Copyright and takedown notices, network abuse reports from other providers, and reports from the public all go here.
Existing customer with a compromised site? Raise a ticket in the client area instead, so it is attached to your account.
Unhappy with how we handled something? That is our complaints procedure.
Unsolicited email, a phishing page, a malware drop or a compromised site hosted on our network.
Include: Full email headers, or the URL of the page. Headers matter more than the message body: they are what lets us trace the account.
Port scanning, brute force attempts, denial of service traffic or anything else coming from one of our IP addresses.
Include: The source IP, the destination IP or hostname, the ports, and log lines with timestamps and the time zone they are in.
A domain registered through us being used for phishing, fraud or malware, or registration details you believe are false.
Include: The exact domain, what it is being used for, and a link or screenshot showing it. Tell us if you have already reported it to the registry.
Material hosted with us that infringes a copyright you own or are authorised to act for.
Include: The specific URL, what original work it copies, and the statements set out in the copyright section below. See below.
Content that breaks the law or our Acceptable Use Policy, including fraud, harassment and extreme material.
Include: The URL and what you believe the problem is. You do not need to make a legal case, just tell us what you have seen.
A flaw in our own platform, website or client area. Report it to us first and give us a fair chance to fix it.
Include: Where it is, how to reproduce it and what it exposes. Please do not test against other customers or access data that is not yours.
Make it actionable
The more precise you are, the faster this goes. A report that does not identify what is affected is the one thing we cannot act on.
Please check the material is actually hosted by us before you report it. A WHOIS or DNS lookup on the domain, or a lookup on the IP address, will tell you. If it is not ours we will say so, but that is 24 hours neither of us gets back.
Copyright
We do not allow infringing material on our platform. If work you own is being hosted here without your permission, send us a takedown notice and we will act on it. Genuine, properly evidenced notices are actioned within 24 hours, the same as any other report.
We are a UK company, so notices are handled under UK law as well as under the DMCA process that the term usually refers to. Either way, send the same information.
Send it to [email protected], or use the form below and choose "Copyright takedown".
We review the notice and, where appropriate, pass it to the customer and give them a chance to remove the material or respond. Where a complaint is clear-cut, or where the law requires us to act expeditiously, we remove or disable access to the material first and tell them afterwards.
We are a hosting provider, not a court. If our customer disputes your claim we will tell you, and we may leave the material in place or take it down according to our reasonable assessment of the legal risk. The underlying dispute is for the two parties to resolve.
Only send a notice you are entitled to send. Knowingly making a false or bad faith takedown claim may make you liable for damages, including our costs. We do not action notices used to silence criticism, competitors or content the sender simply dislikes.
Snappy Host Ltd, Oak House A, Southwell Rd W, Mansfield NG21 0HJ.
Company No. 12659438 · ICO Registration No. ZB032228 · VAT No. GB497861032
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