Abuse Handling Policy

Overview

This page explains how Database Mart LLC (“Database Mart”, “we”) handles reports of abuse involving our services, what customers can expect if a report is made about their service, and how to appeal. It supplements our Terms of Service and Acceptable Use Policy (AUP). If there is a conflict, the Terms of Service control.

Customers are responsible for their servers, applications, and content. We do not routinely monitor customer content, but we act on credible reports and on abuse we detect.

What we treat as abuse

Any activity prohibited by our AUP, including:

• Spam, phishing, spoofing, or fraud
• DoS/DDoS attacks, port scanning, unauthorized probing, or hacking attempts
• Malware distribution, or servers that have been compromised and are being misused
• Copyright infringement and other illegal content
• Child sexual abuse material (CSAM), non-consensual intimate imagery, or sexual deepfakes, including content generated with GPU/AI services
• Cryptocurrency mining, and scraping or proxy activity that harms other networks
• Trial, account, or payment abuse

How to report abuse

Email abuse@databasemart.com. Please submit one case per email and include:

• The IP address, domain, or URL involved
• Date and time of the activity, with time zone
• Evidence such as logs, email headers, or screenshots, and a short description
• Your name and contact email

What to expect: we will acknowledge your report within 2 business days. An acknowledgment is not a resolution, and we may not be able to share the outcome in every case. Reports that lack basic details may be closed or returned for more information.

Please note:

• We can act only on services hosted by us. Please confirm the host through WHOIS first. For domain ownership or trademark disputes, we do not act as arbiter; please use the UDRP or the courts.
• We may forward your report and evidence to the customer concerned. We do not disclose the customer's identity to reporters except as required by law.
• Copyright complaints must include the elements required by the DMCA (17 U.S.C. § 512(c)(3)), and the full notice may be shared with the customer.
• If someone is in imminent danger, contact local law enforcement first.

How we handle reports

• Log and review. Each report is logged with an Abuse ID and reviewed within 48 hours on business days.
• Validate. We check the evidence and, where possible, our own logs.
• Act. Our action depends on the age of the account and the severity of the violation.
• Close. Once the issue is resolved or found invalid, we close the case.

We may skip steps or act without notice where necessary to protect our network, other customers, or to comply with the law. The deadline stated in the notice email prevails.

If you receive an abuse notice

Our notice includes the Abuse ID, a description of the issue, the affected IP or service, and the deadline. Please:

• Reply to the notice email or ticket. Keep the Abuse ID in the subject line and tell us what you know about the situation. Based on your remediation needs, our support team may reactivate the service and set a grace period.
• Investigate during the grace period. Check whether your server was compromised: change passwords and keys, update software, scan for malware, review logs, and close unnecessary open ports or relays.
• Stop the activity and remove any violating content.
• Report back. Explain the cause, what you did, and how you will prevent it from happening again.

If your reply is adequate, we close the case. If not, we may ask for more information or proceed to enforcement. Ignoring a notice will not stop the process.

Enforcement

If a customer does not respond, the response is inadequate, or the activity repeats, we may take the following steps in order, or skip ahead for serious or repeated violations:

1. 1 Reminder
2. 2 RestrictionPort, bandwidth, or IP
3. 3 Suspension
4. 4 Termination

• Customers remain responsible for fees during suspension. Customers who violate our Terms may be ineligible for refunds or credits.
• After suspension or termination, we may retain data for a limited period at our discretion, but we do not guarantee data availability. Please keep your own backups.
• Resellers are responsible for their end users' conduct. We may act directly against an end-user account where necessary.

Appeals and reinstatement

If you believe an action was taken in error, or you have fixed the issue, submit an appeal within 7 days by replying to the notice or emailing abuse@databasemart.com with your Abuse ID. Include what happened, what you changed, and any supporting evidence. We aim to respond within 2 business days.

• Reinstatement is at our reasonable discretion and may require security fixes or identity verification (KYC).
• If an appeal is declined, we will give a reason where reasonably possible.
• Repeat offenders may not be reinstated. CSAM and legally mandated actions cannot be appealed.

Legal requests

We respond to law enforcement requests, subpoenas, and court orders that follow valid legal process, and we may preserve or disclose information as required by law. Legal notices should be sent to admin@databasemart.com.

Important notes

• Response times are targets, not guarantees. We are not obligated to monitor customer content and act at our reasonable discretion.
• Actions taken in good faith under our AUP are not grounds for compensation. Downtime caused by a suspension for violations is not covered by our SLA.
• We may update this policy from time to time. The current version is always on this page.

Contact

Use the channels below for abuse reports, appeals, and general support.