Abuse Policy

General

All customers agree to comply with the terms and conditions published on our terms and conditions page. We take the enforcement of these terms seriously and operate a clean, fair and responsible network. We investigate all reports of abuse originating from our systems.

If you encounter activity that you believe constitutes abuse (such as spam, security incidents or inappropriate content) and suspect it may have originated from our network, please review the information below. This page explains what constitutes abuse and how to report it correctly so we can investigate promptly.

What is abuse?

This policy covers the following types of internet abuse:

  • Spam
  • Hacking attempts
  • Unauthorised IRC activity
  • Phishing
  • Web space misuse
  • Unauthorised penetration testing or security scanning

We work proactively to minimise abuse on our servers. You can help us by reporting any activity you believe originates from The WebHosting Group network. Please report all abuse by emailing abuse(at)thewebhostinggroup.com.

When reporting abuse, include as much detail as possible, such as log excerpts, URLs, timestamps and full email headers (for spam reports). Once received, we will investigate thoroughly, contact any relevant customers and take appropriate action.

Reporting port scanning, attempted hacking and firewall activity

If your report is based on firewall logs, please provide the relevant unedited log entries. Logs must include the time, date and time zone. If you observe misuse on your own servers originating from a WebHosting Group IP address, please include:

  • Your URL
  • Your web server or firewall log

Ensure the log clearly shows the IP address involved, the time and date (including time zone), and details of the activity you believe to be abusive.

Reporting email misuse (including spam)

To investigate email abuse, we require the full email headers and full message content. The headers allow us to trace the message path from the originating system to the recipient.

Instructions for retrieving full headers vary by email client. If you are unsure how to obtain them, please consult your email provider’s documentation. Once retrieved, forward the full headers and message content to abuse(at)thewebhostinggroup.com.

Reporting virus activity

If you receive or are affected by a virus, worm or Trojan, please note that we cannot provide support for cleaning or repairing your systems. We strongly recommend installing reputable anti-virus software and keeping it updated.

When reporting virus-related activity, please include:

  • The email header (if available)
  • The email content
  • A description of any attachment (do not send the attachment itself)

Please do not send any suspected malware or executable files. A description is sufficient.

Reporting web space abuse

If you become aware of any website hosted by The WebHosting Group that you believe breaches our terms and conditions, please email us with the following information:

  • The URL (for example: https://example.com)
  • The time and date you observed the issue
  • Details of how you accessed or discovered the material
  • A clear explanation of why you believe the content is in breach

In line with industry practice, we report illegal activity to law enforcement or other relevant authorities. We work with appropriate bodies to ensure that unlawful or harmful content is removed from our servers as quickly as possible.

Zero‑tolerance policy for illegal content

The WebHosting Group operates a strict zero‑tolerance policy for illegal content. This includes, but is not limited to:

  • Child sexual abuse material (CSAM)
  • Extremist or terrorist content
  • Content that promotes or facilitates serious criminal activity
  • Non-consensual intimate imagery
  • Material that violates UK law or the laws of any applicable jurisdiction

Any verified report of illegal content will result in immediate suspension of the affected service and may result in permanent termination of the customer’s account. We will report illegal material to law enforcement or other relevant authorities in line with industry best practice.

Reporting copyright infringement (DMCA and equivalent notices)

If you believe that material hosted on The WebHosting Group network infringes your copyright or the copyright of a party you represent, you may submit a copyright infringement notice to us. We accept notices made under the Digital Millennium Copyright Act (DMCA) and equivalent copyright legislation in other jurisdictions.

Please include the following information in your report:

  • A clear description of the copyrighted work you believe has been infringed.
  • The exact URL(s) where the infringing material is located.
  • Your full name, postal address and email address.
  • A statement that you have a good‑faith belief that the disputed use is not authorised by the copyright owner, its agent or the law.
  • A statement that the information in your notice is accurate, and that you are the copyright owner or authorised to act on behalf of the copyright owner.
  • Your electronic or physical signature.

Send all copyright notices to abuse(at)thewebhostinggroup.com. Once received, we will investigate promptly and, where appropriate, suspend or remove the material and notify the customer responsible.

If you believe material was removed in error, you may submit a counter‑notification. Counter‑notifications must include all information required by applicable copyright law. We may restore the material if a valid counter‑notification is received, unless the original complainant initiates legal action.

Security Response Policy (penetration testing, DDoS and incident handling)

We take network security seriously and operate a structured response process for security‑related incidents. This includes unauthorised penetration testing, DDoS attacks and other forms of malicious activity.

Unauthorised penetration testing

Customers must not perform penetration testing, vulnerability scanning or security probing of any kind against our infrastructure without explicit written permission. Unauthorised testing will be treated as abuse and may result in immediate suspension of services.

DDoS and network‑level attacks

If we detect or receive reports of a DDoS attack originating from or targeting a customer service, we may take immediate action to protect network stability. This may include rate-limiting, temporary suspension, null‑routing the affected IP address, or other mitigation measures. A null route immediately drops all traffic to the targeted IP to prevent collateral impact on other customers.

Incident handling

When a security incident is reported, we will:

  • acknowledge the report;
  • investigate promptly using available logs and telemetry;
  • contact any affected customers where appropriate;
  • take action to mitigate risk and prevent recurrence;
  • cooperate with law enforcement or relevant authorities where required.

We may request additional information from reporters to assist with investigation. Providing detailed logs, timestamps and context helps us resolve incidents more quickly.

Please note: by signing up for our services, you agree to be bound by all terms and conditions.