Abuse Reporting Policy

Last updated: July 9, 2026

If you believe a Candor Host customer is misusing our infrastructure, this page tells you how to report it and what we do about it.

How to report

Email abuse@candorhost.com. This is a monitored mailbox reviewed during business hours (US Eastern time), and continuously for reports flagged as urgent.

What to include

To help us act quickly, include as much of the following as you can:

  • The URL, IP address, or domain of the alleged abuse.
  • The type of abuse (spam, phishing, malware, DDoS source, network scanning, harassment, illegal content, other).
  • Timestamp of the observed behavior, with timezone.
  • Evidence — full email headers for spam, screenshots for content, sample requests or logs for network abuse.
  • Your name and contact information (optional but helpful for follow-up).
  • Whether you consent to your contact information being shared with the customer if we forward your report (default: no).

Anonymous reports are accepted but limit our ability to provide updates.

What we do NOT handle at this address

  • Copyright complaints — use our DMCA Copyright Policy and email dmca@candorhost.com.
  • Trademark complaints — email legal@candorhost.com with a clear description of the mark, its registration status, and how the alleged infringement conflicts with your rights.
  • Content disputes not covered by our AUP — general disagreements about content are not usually actionable; consider contacting the site owner directly.
  • Government or law enforcement legal process — send subpoenas, warrants, court orders, and preservation requests to legal@candorhost.com.
  • Security vulnerabilities in Candor Host infrastructure — see our Vulnerability Disclosure Policy and email security@candorhost.com.

Response times

  • CSAM, imminent physical harm, or ongoing active attack: immediate action, typically within 1 hour.
  • Active phishing or malware distribution: action within 4 hours during business hours.
  • Spam or blocklist reports: investigation within 1 business day.
  • General AUP violations: investigation within 3 business days.

Response times are targets, not guarantees. Complex reports may take longer to investigate properly.

What happens after a report

  1. We acknowledge receipt (unless the report is anonymous with no return address).
  2. We investigate, which may include reviewing customer content, logs, and account history.
  3. Based on our Acceptable Use Policy, we may warn the customer, remove content, suspend the account, or terminate the account.
  4. Where legally permitted and where you consented, we send you an outcome summary. We do not typically share the specific enforcement action taken.

For content-based reports, we generally give the customer an opportunity to respond unless doing so would frustrate the purpose of the removal (for example, ongoing phishing attacks).

Repeat abuse

Customers subject to repeated valid abuse reports are terminated, per our AUP and Terms of Service.

Retaliation

We do not tolerate retaliation against reporters. Any customer who attempts to identify, contact, or harass a reporter forfeits their account.

Good-faith reports

We rely on reports from the community to keep Candor Host clean. Reports made in good faith help protect other customers and the broader internet. Thank you.

Please note: knowingly submitting false abuse reports may violate our AUP if the report comes from a Candor Host customer, and may expose you to legal liability if made with malicious intent.

Public transparency

We do not currently publish a transparency report. As we scale, we intend to publish annual figures on total abuse reports received by category, enforcement actions taken, and government requests received.