Complaints & Dispute Resolution

The purpose of this Policy is to establish a structured process for:

• submitting complaints.
• identifying the issue.
• reviewing evidence.
• escalating unresolved concerns.
• correcting genuine errors.
• explaining decisions.
• attempting informal resolution.
• managing formal disputes.
• interacting with Upstream Providers.
• preserving Customer rights; and
• identifying when another legal or specialized process should be used.

Hostwover seeks to resolve legitimate complaints:

• professionally.
• fairly.
• consistently.
• in good faith.
• securely.
• proportionately; and
• based on the information reasonably available.

A "Complaint" is an expression of dissatisfaction concerning a Hostwover Service, transaction, decision, support interaction, or other matter for which the complainant seeks review or corrective action.

A "Dispute" is a material disagreement that remains unresolved after reasonable attempts at resolution or otherwise involves competing legal, contractual, financial, or ownership claims.

Receipt of a Complaint does not mean that Hostwover:

• accepts the allegation.
• admits fault.
• admits liability.
• accepts that a refund is owed.
• accepts that a Service failed.
• accepts that a contract was breached; or
• accepts the requested remedy.

The Complaint will be reviewed according to its circumstances.

Complaints should be submitted honestly and in good faith.

A complainant should provide information that is materially accurate to the best of their knowledge.

A Complaint may be submitted by:

• a Customer.
• account owner.
• authorized administrator.
• authorized business representative.
• authorized legal representative.
• Data Subject.
• rights holder.
• or another person with a legitimate basis for the Complaint.

Different verification requirements may apply depending on the issue.

Where a Complaint is submitted on behalf of another person or organization, Hostwover may require evidence of authority.

Hostwover may require reasonable authentication or verification before discussing:

• account-specific information.
• billing details.
• domain ownership.
• Personal Data.
• server information.
• refunds.
• subscription changes; or
• other sensitive matters.

Hostwover may refuse to disclose information or perform a requested action where the requester cannot demonstrate sufficient authorization.

General Complaints may currently be submitted to:

Hostwover Support

Email: [email protected]

Website: hostwover.com

Suggested email subject:

Complaint – [Service / Order / Issue]

Where available, Customers are encouraged to submit account-specific Complaints through an authenticated Hostwover support or account interface.

A Complaint should include, where applicable:

• Customer name.
• Hostwover account email.
• affected Service.
• domain.
• server identifier.
• subscription identifier.
• order number.
• invoice number.
• transaction reference.
• existing ticket number.
• date of the issue.
• clear description.
• relevant evidence.
• previous attempts to resolve the matter; and
• requested resolution.

The complainant should explain:

1. what happened.
2. when it happened.
3. which Service was affected.
4. why the complainant believes something was incorrect.
5. what steps have already been taken; and
6. what outcome the complainant is requesting.

Relevant supporting evidence may include:

• invoices.
• receipts.
• transaction records.
• screenshots.
• logs.
• error messages.
• support correspondence.
• domain records.
• technical information.
• provider communications; or
• other relevant documents.

Complaints should not contain unnecessary:

• passwords.
• SSH private keys.
• API secrets.
• authentication tokens.
• MFA codes.
• card security codes.
• complete payment-card numbers; or
• other sensitive credentials.

Where identity or legal documents are reasonably required, Hostwover may provide instructions concerning an appropriate submission method.

Hostwover may assign a:

• ticket number.
• case number.
• support reference; or
• another identifier

to the Complaint.

Customers should retain the Complaint reference for follow-up communications.

Submitting the same Complaint repeatedly through multiple channels does not necessarily accelerate resolution.

Hostwover may combine duplicate submissions into one case.

Where several complaints arise from the same underlying incident, Hostwover may review them together.

Complaints concerning:

• support quality.
• communication.
• troubleshooting.
• response handling; or
• Customer-service procedures

may be reviewed under this Policy and the Customer Service Policy.

Billing Complaints may concern:

• incorrect charges.
• duplicate payments.
• invoice errors.
• unexpected renewal charges.
• incorrect plan pricing.
• tax calculation.
• payment allocation; or
• billing-cycle issues.

Refund entitlement is governed primarily by the Hostwover Refund Policy.

A Customer may nevertheless use this Complaint process to request review of a refund decision.

A provisioning Complaint may concern:

• Service not created.
• incorrect Service created.
• activation failure.
• significant provisioning delay.
• provider rejection; or
• mismatch between the confirmed Order and delivered Service.

Hosting Complaints may involve:

• provisioning.
• availability.
• control-panel access.
• resource allocation.
• hosting configuration.
• billing; or
• another matter within Hostwover's support scope.

VPS Complaints may involve:

• provisioning.
• infrastructure.
• networking.
• billing.
• server controls.
• resource allocation.
• availability; or
• another matter governed by the VPS Agreement.

VDS Complaints may involve comparable VDS-specific matters under the applicable VDS Agreement.

Professional Email Complaints may involve:

• mailbox provisioning.
• licensing.
• storage.
• billing.
• email-platform availability.
• DNS configuration; or
• another applicable matter.

Google Workspace Complaints may involve:

• ordering.
• billing.
• licensing.
• provisioning.
• domain verification.
• reseller administration; or
• another matter within Hostwover's reasonable control.

Issues controlled solely by Google may require provider escalation.

Ordinary domain-service Complaints may involve:

• registration.
• renewal.
• expiration.
• transfer.
• redemption.
• billing.
• nameservers.
• DNS.
• account management; or
• provider status.

A competing claim to ownership or legal control of a domain is not an ordinary Customer-service Complaint.

Such matters are primarily governed by the Hostwover Domain Dispute Policy and applicable external procedures.

Qualifying trademark disputes concerning domain ownership may need to proceed through:

• UDRP.
• applicable ccTLD dispute procedure.
• court proceedings.
• arbitration where applicable; or
• another recognized process.

Hostwover does not ordinarily adjudicate competing trademark ownership claims itself.

Reports concerning:

• phishing.
• malware.
• botnets.
• spam.
• fraud.
• network attacks.
• DNS abuse.
• unlawful activity; or
• other prohibited use

are primarily governed by the Hostwover Abuse Handling Policy.

Complaints concerning Personal Data are primarily governed by:

• Privacy Policy.
• Privacy & Data Protection Policy; and
• applicable data-protection law.

Copyright complaints should follow the:

Hostwover Trademark & Copyright Policy

Trademark complaints concerning content or branding should follow the Trademark & Copyright Policy.

Domain ownership remedies should follow the Domain Dispute Policy.

A vulnerability report is not an ordinary Complaint.

Security researchers should use the:

Hostwover Responsible Disclosure Policy

Claims seeking Service Credits under a formal Hostwover SLA should follow the:

Hostwover Service Level Agreement

A payment chargeback is a financial dispute through a payment provider.

Chargebacks are addressed separately below and under the Refund Policy.

Hostwover may create a record of a Complaint containing:

• date received.
• complainant.
• account.
• affected Service.
• Complaint category.
• supporting documents.
• prior tickets.
• status.
• actions taken; and
• final outcome.

Hostwover may first determine:

• whether the Complaint relates to Hostwover.
• whether the requester is authorized.
• whether enough information is available.
• which team or provider should review it.
• whether another policy controls.
• whether the matter is urgent; and
• whether immediate protective action is required.

Hostwover may request additional information where the Complaint cannot reasonably be reviewed from the information supplied.

Hostwover may pause or close a Complaint where the complainant does not provide information reasonably necessary to investigate the issue.

The case may be reopened if sufficient information is later supplied, where appropriate.

Hostwover may acknowledge receipt of the Complaint.

Acknowledgment does not indicate that the Complaint has been upheld.

Hostwover may classify the Complaint according to:

• Service.
• severity.
• financial impact.
• security impact.
• legal significance.
• urgency; and
• team responsible.

Serious matters may receive greater priority than ordinary administrative Complaints.

Higher priority may be appropriate where the Complaint involves:

• major Service failure.
• significant security compromise.
• unauthorized account control.
• material billing error affecting ongoing Service.
• significant data-security issue; or
• another high-impact incident.

High-priority handling does not mean that Hostwover accepts the Customer's requested remedy.

Hostwover may review information including:

• account records.
• order records.
• transaction records.
• invoices.
• system logs.
• support communications.
• Service configuration.
• provider information.
• Customer evidence.
• monitoring.
• applicable policies.
• applicable Agreements; and
• other relevant information.

Technical Complaints may require:

• reproduction.
• log analysis.
• server inspection.
• network testing.
• provider escalation.
• configuration review; or
• other troubleshooting.

Billing Complaints may require review of:

• payment processor data.
• authorization records.
• invoice history.
• renewal settings.
• credits.
• refunds.
• discounts.
• taxes; and
• account activity.

Domain Complaints may require review of:

• registrar status.
• registry status.
• transaction history.
• transfer records.
• expiration data.
• registration information.
• provider records; and
• applicable domain rules.

The Customer should reasonably cooperate with the investigation.

Some investigations require information or action from an Upstream Provider.

Hostwover cannot guarantee how quickly an independent Upstream Provider will respond.

Hostwover does not promise that every Complaint will be resolved within the same fixed period.

The required period depends on factors including:

• complexity.
• verification.
• evidence.
• provider involvement.
• technical investigation.
• legal issues.
• Customer response.
• payment-provider processes; and
• other relevant circumstances.

Hostwover seeks to review Complaints within a commercially reasonable period.

Where appropriate, Hostwover may provide updates when:

• meaningful progress occurs.
• additional information is required.
• a provider responds.
• a decision is made; or
• a significant delay occurs.

Hostwover is not required to provide repetitive updates where no meaningful new information exists.

Where Hostwover determines that a Complaint is justified, Hostwover may provide an appropriate remedy.

Depending on the circumstances, remedies may include:

• correcting an account record.
• correcting a billing error.
• completing provisioning.
• replacing a Service.
• restoring access.
• issuing a refund where eligible.
• issuing account credit.
• issuing an SLA Service Credit.
• correcting configuration.
• escalating to a provider.
• reversing an eligible transaction.
• apologizing for a service failure.
• improving an internal process; or
• another reasonable remedy.

Hostwover may determine that part of a Complaint is valid while another part is not.

A partial remedy may therefore be appropriate.

Hostwover may reject a Complaint where available evidence indicates that:

• Hostwover acted correctly.
• the requested remedy is not contractually available.
• the issue was Customer-caused.
• the issue resulted from an excluded event.
• the allegation cannot be substantiated.
• applicable provider rules prevent the requested action; or
• another valid reason applies.

Where reasonably appropriate, Hostwover may explain the principal basis for its decision.

Hostwover may withhold or limit details involving:

• another Customer.
• security controls.
• confidential provider information.
• fraud-detection methods.
• privileged communications.
• internal security.
• legally restricted information; or
• another person's Personal Data.

Hostwover may uphold a Complaint without providing the exact remedy requested by the complainant.

Hostwover may choose a remedy proportionate to:

• issue.
• impact.
• contractual obligations.
• Service.
• technical feasibility; and
• applicable law.

Most Complaints should initially be reviewed through ordinary Customer Support.

A Complaint may be escalated where:

• specialized expertise is required.
• substantial financial impact exists.
• an unresolved technical issue remains.
• a security issue exists.
• an important policy interpretation is required.
• provider intervention is needed; or
• the Customer provides material new evidence.

Depending on the matter, escalation may involve:

• senior support.
• billing.
• technical operations.
• infrastructure personnel.
• security.
• abuse handling.
• management.
• legal/compliance review; or
• an Upstream Provider.

A Customer may request further review where the Customer reasonably believes that:

• material evidence was overlooked.
• an applicable policy was incorrectly applied.
• an important fact was misunderstood; or
• the proposed resolution materially fails to address the Complaint.

A request for escalation should preferably identify:

• existing case number.
• disputed decision.
• reason the Customer believes it is incorrect.
• any new evidence; and
• desired outcome.

Internal escalation provides additional review.

It does not guarantee that the original decision will change.

After reasonable internal review, Hostwover may communicate that its internal Complaint process has concluded.

A closed Complaint may be reopened where material new evidence becomes available or another reasonable basis exists.

If a Complaint develops into a Dispute, Hostwover and the Customer are encouraged to attempt resolution through good-faith communication before commencing formal proceedings where practical.

Informal resolution may involve:

• clarification of facts.
• correction of misunderstandings.
• technical remediation.
• billing correction.
• refund or credit discussion.
• migration.
• replacement.
• settlement; or
• another mutually acceptable solution.

Neither party is required to accept an informal settlement that it does not agree to.

Where legally appropriate, Hostwover and the Customer may expressly agree that particular settlement discussions are conducted on a without-prejudice or equivalent settlement basis.

The legal effect of such communications depends on applicable law.

A Hostwover support representative does not necessarily have authority to enter into a binding settlement or modify Hostwover contracts.

A settlement must be authorized through an appropriate Hostwover process.

Material settlement terms should generally be documented in writing.

A settlement in one case does not necessarily determine the outcome of another Customer's Complaint.

Hostwover and the Customer may agree to use mediation or another consensual dispute-resolution process where appropriate.

This Policy does not automatically require every Customer to participate in mediation.

Unless otherwise agreed, responsibility for mediation costs will be determined by:

• the mediator's rules.
• applicable agreement; or
• agreement between the parties.

This Policy does not, by itself, impose mandatory arbitration on a Customer.

If the applicable Hostwover Terms of Service, product agreement, enterprise agreement, or another binding agreement expressly requires arbitration, that arbitration provision will govern according to its terms and applicable law.

Even where arbitration is not already mandatory, Hostwover and another party may mutually agree after a Dispute arises to resolve it by arbitration.

Any arbitration must follow the rules, seat, language, procedures, and governing provisions applicable under the relevant arbitration agreement.

Hostwover should not represent that a specific arbitration center or institution automatically has jurisdiction unless that institution has been validly selected in an applicable agreement.

Where a Dispute is not resolved internally and is not subject to a binding alternative dispute-resolution requirement, a party may seek relief through a court of competent jurisdiction according to applicable law and the governing Hostwover agreement.

The governing law applicable to a contractual Dispute is determined by:

• the Hostwover Terms of Service.
• applicable product agreement.
• applicable Order.
• mandatory law; and
• conflict-of-law principles where relevant.

This Policy does not independently replace the governing-law provisions contained in an applicable agreement.

Jurisdiction and venue are determined according to the applicable:

• Terms of Service.
• product agreement.
• binding dispute clause; and
• mandatory law.

Nothing in this Policy is intended to prevent a person from exercising a right that cannot legally be waived.

Where a Customer qualifies as a consumer under applicable law, mandatory consumer-protection rights remain unaffected by this Policy.

Consumers are encouraged to contact Hostwover first where practical so Hostwover has an opportunity to investigate and resolve the matter.

The Hostwover internal Complaint process is not intended to prevent a Customer from contacting a competent consumer-protection authority where applicable law permits such a Complaint.

Where applicable to an Egyptian consumer transaction, a Customer may have rights under the applicable Egyptian consumer-protection framework.

Hostwover will cooperate with valid requests from competent authorities as required by law.

Customers should retain relevant:

• invoices.
• receipts.
• orders.
• support correspondence.
• transaction records; and
• Service information

that may assist in resolving a consumer Complaint.

A person with a privacy concern may contact Hostwover using:

[email protected]

Suggested subject:

Privacy Complaint – [Issue]

Hostwover may review:

• Personal Data involved.
• processing purpose.
• account records.
• consent records.
• legal basis.
• retention.
• access.
• disclosures.
• provider involvement; and
• other relevant information.

Where applicable, privacy complaints may involve statutory rights such as:

• access.
• correction.
• deletion.
• restriction.
• objection; or
• other applicable rights.

Nothing in this Policy prevents a Data Subject from submitting a Complaint to a competent data-protection authority where applicable law provides such a right.

Hostwover may require appropriate verification before disclosing or modifying Personal Data.

Ordinary Hostwover complaint handling does not replace formal domain-dispute procedures.

Where applicable, trademark-based domain disputes may be handled under the Uniform Domain Name Dispute Resolution Policy ("UDRP").

A UDRP Complaint must be filed through an approved UDRP dispute-resolution provider rather than through ordinary Hostwover support.

Sending a trademark Complaint to:

[email protected]

does not itself commence a UDRP proceeding.

Where a formal UDRP or other applicable domain proceeding is initiated, Hostwover may cooperate with the applicable Sponsoring Registrar and provider to the extent of Hostwover's authority.

Country-code domains may have separate dispute-resolution procedures established by their respective registries.

Hostwover will not ordinarily transfer a disputed domain from one private party to another solely because one party files an ordinary Complaint.

Valid domain-related court orders may require implementation through:

• Hostwover.
• Sponsoring Registrar.
• registry; or
• another responsible party.

Some Hostwover Services depend on Upstream Providers.

A Complaint may involve an issue that Hostwover cannot independently resolve, including certain:

• registrar decisions.
• registry decisions.
• cloud infrastructure actions.
• Google platform actions.
• email-provider actions.
• certificate-authority actions; or
• payment-provider decisions.

Hostwover may escalate an eligible issue to the applicable Upstream Provider.

Where necessary, the Customer authorizes Hostwover to share relevant information with the provider for the purpose of investigating the Complaint, subject to applicable privacy requirements.

Hostwover cannot guarantee that an Upstream Provider will agree with the Customer's requested resolution.

Where an action falls exclusively within an Upstream Provider's technical or contractual authority, Hostwover may be bound by that provider's final decision.

Where appropriate, Hostwover may provide relevant Customer information or evidence to support a reasonable provider escalation.

This does not guarantee a favorable outcome.

Where practical, Customers are encouraged to contact Hostwover before initiating a payment chargeback.

Nothing in this Policy is intended to remove payment-dispute rights that cannot lawfully be restricted.

A chargeback is handled through the applicable:

• bank.
• card network.
• payment provider; or
• financial institution.

It is not the same as the Hostwover internal Complaint process.

Where a chargeback occurs, Hostwover may provide relevant evidence to the payment provider, including:

• transaction records.
• Order information.
• account activity.
• authentication information.
• Service delivery information.
• communications; and
• applicable terms.

Knowingly disputing a legitimately authorized and delivered transaction through false representations may constitute a violation of applicable Hostwover terms.

Hostwover may restrict Services associated with a disputed payment where reasonably necessary to protect against:

• fraud.
• non-payment.
• financial loss.
• account compromise; or
• provider risk.

A claim alleging failure to meet an uptime commitment should follow the applicable Service Level Agreement.

If a Customer disagrees with an SLA determination, the Customer may request reconsideration and provide additional evidence.

An SLA Service Credit does not automatically create entitlement to a cash refund.

Refund eligibility remains subject to the Refund Policy.

A Customer may request review of a Service suspension.

Hostwover may review:

• reason for suspension.
• evidence.
• Customer response.
• remediation.
• security risk.
• provider requirements.
• payment status.
• abuse history; and
• applicable policies.

Suspensions relating to abuse are primarily reviewed according to the Abuse Handling Policy.

A Service suspended for non-payment may generally require payment or billing resolution before restoration.

Hostwover may maintain protective restrictions while an active security risk remains unresolved.

Customers may ask Hostwover to review termination where they believe:

• the wrong account was affected.
• a material factual error occurred.
• remediation was completed.
• a provider mistake occurred; or
• another reasonable basis exists.

Review of a suspension or termination does not guarantee restoration.

Where multiple persons claim authority over the same Hostwover account, Hostwover may temporarily restrict sensitive changes while authority is verified.

Hostwover does not ordinarily adjudicate private disputes between:

• business partners.
• shareholders.
• directors.
• employees.
• contractors.
• agencies.
• developers.
• clients; or
• former administrators.

Possession of an account password does not necessarily establish the person's legal entitlement to all Services in the account.

Payment for a Service does not necessarily establish legal ownership where one person paid on behalf of another person or business.

Complex account ownership disputes may require:

• corporate documentation.
• contractual evidence.
• settlement.
• arbitration where applicable; or
• court determination.

Hostwover may retain Complaint and dispute records where reasonably necessary for:

• support.
• compliance.
• accounting.
• fraud prevention.
• legal claims.
• audit.
• security.
• provider escalation; and
• service improvement.

Complaint records containing Personal Data are handled according to Hostwover's Privacy and Data Protection framework.

Hostwover may preserve relevant records where a Complaint develops into:

• litigation.
• arbitration.
• regulatory inquiry.
• chargeback.
• fraud investigation.
• security investigation; or
• another formal dispute.

Preserving records does not automatically mean they will be disclosed to the opposing party.

Hostwover may protect confidential information belonging to:

• Customers.
• employees.
• providers.
• business partners.
• third parties; or
• Hostwover itself.

Hostwover may disclose information where required or permitted under:

• valid legal process.
• applicable law.
• Customer authorization.
• regulatory requirements; or
• another lawful basis.

Knowingly submitting materially false information may result in rejection of a Complaint.

Submitting forged:

• invoices.
• identification.
• court documents.
• payment evidence.
• authorization documents; or
• other fabricated records

may result in restrictions or other appropriate action.

The Complaint process must not be used to:

• harass personnel.
• flood support systems.
• impersonate another Customer.
• obtain another person's confidential information.
• socially engineer account access; or
• interfere with other Customers.

Hostwover may consolidate or close repetitive Complaints that raise no materially new issue.

Hostwover will not treat a Complaint as abusive merely because it contains:

• criticism.
• dissatisfaction.
• disagreement; or
• a request for reconsideration.

Customers and Hostwover personnel should communicate professionally even where the parties strongly disagree.

Sending a Complaint to Customer Support does not necessarily constitute formal legal service where applicable law requires another method.

Formal:

• court papers.
• arbitration notices.
• regulatory notices.
• subpoenas.
• governmental requests; or
• similar documents

must follow applicable legal-service requirements.

Until Hostwover publishes a verified dedicated legal contact, general legal communications may be sent to:

[email protected]

Suggested subject:

Legal Communication – [Matter]

Hostwover may verify:

• sender.
• authority.
• authenticity.
• jurisdiction.
• case number.
• requested action; and
• legal basis

before acting.

Where applicable law provides an external complaint mechanism, nothing in this Policy is intended to prevent an eligible complainant from using it.

Eligible consumers in Egypt may have the ability to submit complaints through the competent consumer-protection authority.

Hostwover may respond to legitimate authority inquiries as required by applicable law.

A Data Subject may have the right to complain to the competent Personal Data protection authority where applicable law provides that right.

Depending on the nature of a Service or dispute, another regulatory or administrative authority may have jurisdiction.

Hostwover will comply with legally binding decisions of competent authorities to the extent required by applicable law.

Hostwover may verify that a communication actually originates from the stated authority.

Where informal resolution fails, a Dispute may proceed under the formal dispute mechanism specified by:

• applicable Terms of Service.
• applicable product agreement.
• applicable law.
• domain-dispute procedure; or
• another binding agreement.

Different categories of disputes may require different procedures.

For example:

• billing dispute → internal review/payment-provider process.
• privacy dispute → privacy process/regulator.
• trademark-domain dispute → UDRP/court.
• Customer contractual dispute → applicable contract/court or arbitration.
• abuse appeal → Abuse Handling Policy.
• SLA claim → SLA process.

Consumer, privacy, and procedural rights may differ depending on:

• Customer location.
• legal status.
• Service.
• contract.
• governing law; and
• applicable mandatory legislation.

Hostwover cannot provide independent legal advice to a Customer concerning how to pursue a formal Dispute.

A party may obtain independent legal advice at its own discretion.

Unless an applicable law, settlement, arbitration award, or court order provides otherwise, each party is generally responsible for its own legal and professional costs.

This section does not override mandatory cost-allocation rules.

A pending Complaint or Dispute does not automatically suspend:

• payment obligations.
• renewal deadlines.
• domain expiration.
• license commitments.
• security obligations.
• Acceptable Use requirements; or
• other contractual responsibilities.

Where practical and legally appropriate, a Customer should continue paying undisputed amounts while a specific billing amount is being reviewed.

A domain dispute does not automatically renew the domain.

Customers remain responsible for monitoring expiration and renewal requirements except where an applicable formal procedure requires otherwise.

A Customer must continue protecting:

• credentials.
• servers.
• websites.
• applications; and
• Customer data

while a Dispute is pending.

Hostwover should not suspend or penalize a Customer merely because the Customer submits a legitimate Complaint in good faith.

This does not prevent Hostwover from taking independent action for:

• non-payment.
• abuse.
• fraud.
• security.
• contractual breach; or
• another legitimate reason.

Hostwover's willingness to investigate, negotiate, issue goodwill credit, or propose settlement does not necessarily constitute admission of liability.

Hostwover may provide a discretionary:

• credit.
• extension.
• replacement.
• refund.
• discount; or
• other accommodation

as a goodwill measure.

Such action does not necessarily mean the Customer was legally entitled to that remedy.

Hostwover may resolve an exceptional Complaint differently from the ordinary policy where there is a reasonable basis.

This does not create a general precedent.

The Terms of Service remain the principal general contractual framework governing Hostwover Services.

A product-specific agreement may contain additional dispute or complaint requirements.

The Customer Service Policy governs ordinary support handling.

This Policy governs formal complaints and escalation.

Refund eligibility remains governed by the Refund Policy.

Availability credits and SLA claims remain governed by the applicable SLA.

Abuse complaints, remediation, and appeals remain governed primarily by the Abuse Handling Policy.

Domain ownership and rights disputes remain governed primarily by the Domain Dispute Policy.

Intellectual-property complaints remain governed primarily by the Trademark & Copyright Policy.

Privacy Complaints and Data Subject rights remain governed by the privacy framework.

Security vulnerability reports remain governed by the Responsible Disclosure Policy.

Where another applicable Hostwover policy establishes a more specific procedure for the Complaint, the more specific procedure governs that issue.

A mandatory:

• court procedure.
• regulatory procedure.
• UDRP.
• registry procedure.
• payment-provider process; or
• other legally binding process

takes precedence where required.

Hostwover may update this Policy to reflect:

• Service changes.
• complaint procedures.
• regulatory requirements.
• Customer-service improvements.
• provider changes.
• legal developments; or
• dispute-resolution practices.

Where required by applicable law or contract, Hostwover may provide appropriate notice of material changes.

A Policy update does not necessarily alter procedural or substantive rights already applicable to a formally commenced dispute where applicable law or contract prevents such a change.

The Last Updated date identifies the current published version.

Mandatory applicable law controls where it conflicts with this Policy.

If a provision of this Policy is found invalid or unenforceable, the remaining provisions continue to apply to the maximum extent permitted by law.

Hostwover's failure to rely on a provision in one matter does not necessarily waive its right to rely on it in another matter.

Hostwover may publish translations of this Policy.

Where legally permitted and unless an applicable agreement states otherwise, the English version may control in the event of a material inconsistency.

For purposes of this Policy:

• "Complaint" means an expression of dissatisfaction concerning a Hostwover Service or Hostwover-related matter for which review or corrective action is requested.
• "Complainant" means a person or organization submitting a Complaint.
• "Customer" means a person or entity purchasing, administering, accessing, or using a Hostwover Service.
• "Dispute" means a material unresolved disagreement involving contractual, financial, ownership, legal, technical, or other rights or obligations.
• "Order" means a Hostwover checkout transaction, quotation, invoice, or other accepted order for a Service.
• "Service" means a product, subscription, functionality, or service provided, sold, resold, managed, or made available through Hostwover.
• "Upstream Provider" means a registrar, registry, infrastructure provider, cloud provider, hosting provider, email provider, software provider, payment provider, distributor, network provider, data center, certificate provider, or other third party involved in providing a Hostwover Service.

Hostwover's Complaint and dispute-resolution process is guided by these principles:

1. Customers should have a clear method of submitting Complaints.
2. Complaints should be reviewed in good faith.
3. Sensitive information should be appropriately verified.
4. Customers should provide sufficient information to allow investigation.
5. Hostwover should distinguish Complaints from specialized abuse, privacy, security, IP, domain, and SLA procedures.
6. Genuine Hostwover errors should be corrected where reasonably possible.
7. Remedies should be proportionate to the issue.
8. Customers should be given a reasonable opportunity to provide material evidence.
9. Complex matters may require provider escalation.
10. Hostwover cannot promise outcomes controlled by Upstream Providers.
11. Internal escalation should be available for appropriate unresolved Complaints.
12. Informal resolution should be encouraged where practical.
13. This Policy does not create mandatory arbitration by itself.
14. Formal dispute mechanisms in the applicable Terms or product agreement remain controlling.
15. Mandatory consumer rights are preserved.
16. Privacy complainants remain free to use applicable regulatory processes.
17. Domain trademark disputes should use recognized domain-dispute procedures.
18. Chargebacks remain separate from Hostwover's internal Complaint process.
19. A Complaint does not automatically suspend contractual obligations.
20. Hostwover should not retaliate against good-faith complainants merely for raising legitimate concerns.
21. Fraudulent or abusive Complaint processes may be restricted.
22. Complaint records should be protected according to applicable privacy requirements.
23. Settlement discussions do not automatically constitute admissions of liability.
24. Mandatory applicable law takes precedence over this Policy.

To submit a general Complaint:

Hostwover Support

Email: [email protected]

Website: hostwover.com

Suggested subject:

Complaint – [Service / Order / Issue]

Include where applicable:

• Hostwover account.
• Service.
• domain.
• server.
• Order.
• invoice.
• transaction.
• support-ticket reference.
• description of the issue.
• relevant evidence; and
• requested resolution.

Do not send unnecessary:

• passwords.
• full card details.
• MFA codes.
• private keys.
• API secrets; or
• other sensitive credentials.

If a Complaint has already been reviewed and you reasonably believe the decision overlooked material information, reply to the existing case and clearly state:

Request for Complaint Review / Escalation

Include:

• existing case number.
• decision being challenged.
• reason for disagreement.
• any new supporting information; and
• requested resolution.

Use of Hostwover's internal Complaint process does not eliminate any external complaint, regulatory, judicial, or other rights that cannot legally be waived.

This Complaints & Dispute Resolution Policy becomes effective on the date stated above and applies to Hostwover Complaints and disputes that reference or are governed by this Policy.

END OF COMPLAINTS & DISPUTE RESOLUTION POLICY