Acceptable Use Policy

You are prohibited from using our services to publish content or participate in activities that are illegal under applicable law, harmful to others, or could potentially expose us to liability. This includes, but is not limited to:

1.1 Security and Access Violations#

• 1.1.1 Unauthorised Network Scanning: Conducting port scans, vulnerability assessments, or security testing on systems or networks without explicit authorisation.
• 1.1.2 Unauthorised Access: Attempting to gain unauthorised access to accounts, systems, or networks, or attempting to penetrate security measures.
• 1.1.3 Identity Fraud: Engaging in phishing, spoofing, or any form of identity theft or fraudulent impersonation.
• 1.1.4 Phishing and Social Engineering: Hosting phishing pages, distributing phishing kits, conducting credential harvesting, or facilitating social engineering attacks.

1.2 Malicious Software and Network Attacks#

• 1.2.1 Malicious Code: Distributing, uploading, or facilitating the spread of viruses, worms, Trojan horses, ransomware, or other malicious software.
• 1.2.2 Botnet and Malware Distribution: Hosting, distributing, or operating command and control (C&C) servers for botnets, malware, or other malicious software.
• 1.2.3 Network Attacks: Facilitating or conducting Denial of Service (DoS), Distributed Denial of Service (DDoS), or other attacks that disrupt network services.
• 1.2.4 Open and Abusable Services: Customers must secure services that could be used for reflection or amplification attacks, including DNS resolvers, NTP, memcached, SSDP, SNMP, chargen, and similar UDP services. Unnecessary public access and unsafe legacy features such as NTP monlist must be disabled. Public services must use appropriate access controls, rate limits, or other safeguards to prevent abuse. We may filter or null-route affected addresses without notice where a service is being used in an attack.
• 1.2.5 Security Testing: Testing third-party systems (including penetration testing, vulnerability scanning, or stress testing) requires their explicit authorisation. Routine, non-disruptive security scans and checks of your own systems, or systems you are authorised to test, do not require separate approval from us. Load, stress, denial-of-service simulation, or other testing that could disrupt our network or other customers requires prior written approval from noc@pdxnet.co.uk, with an agreed scope, traffic limits, and testing window.

1.3 Communications and Spam#

• 1.3.1 Unsolicited Communications: Distributing spam, unsolicited bulk emails, or other unwanted communications.
• 1.3.2 Spam and Email Abuse: Operating open relays, generating backscatter, harvesting email addresses, or engaging in email abuse practices that violate anti-spam regulations.
• 1.3.3 Email Authentication: Customers sending email from our network are required to publish valid SPF, DKIM, and DMARC records for the sending domain. Outbound port 25 is blocked by default and unblock requests follow the process in our Terms of Service Section 10.

1.4 Intellectual Property and Content#

• 1.4.1 Copyright Infringement and Piracy: Distributing, downloading, or facilitating the distribution of copyrighted material without the rights holder's permission or another lawful basis, including an applicable statutory exception, is prohibited. Customers must respond to infringement notices within Section 3.3's timeframes, stop unlawful activity, and provide relevant evidence if they dispute an allegation. A notice alone does not establish infringement. We may restrict access while investigating where necessary to prevent harm or comply with law, and confirmed serious or repeated infringement may result in termination.
• 1.4.2 Intellectual Property Infringement: Violating intellectual property rights, including copyright, trademark, or patent infringement.

1.5 Illegal Goods, Services, and Fraud#

• 1.5.1 Illegal Goods and Services: Facilitating the sale, distribution, or promotion of illegal goods or services, including drugs, weapons, stolen goods, counterfeit merchandise, or services that violate applicable law.
• 1.5.2 Fraud and Scams: Engaging in or facilitating fraudulent schemes, including pyramid schemes, investment fraud, romance scams, advance-fee fraud, or other deceptive practices.

1.6 Illegal Content and Discrimination#

• 1.6.1 Illegal Content: Publishing, hosting, or distributing content that is illegal under applicable law, including illegal escort services and non-consensual intimate imagery. Adult content and pornography are permitted only when compliant with applicable law and with the consent of all participants. Customers operating services within scope of the Online Safety Act 2023 must meet the duties applicable to their service, including highly effective age assurance under Part 3 for relevant user-to-user services or Part 5 for services publishing their own regulated pornographic content, as applicable.
• 1.6.2 Hate Speech and Discrimination: Promoting, facilitating, or engaging in hate speech, discrimination, or harassment based on protected characteristics including race, ethnicity, religion, gender, sexual orientation, disability, or national origin.

1.7 Cryptocurrency and Resource Abuse#

• 1.7.1 Cryptocurrency Mining: Cryptocurrency mining of any form (including proof-of-work, proof-of-space, and similar resource-intensive consensus mechanisms) is prohibited on all VPS, dedicated, and shared services, regardless of whether the underlying resources belong to the customer. Mining within colocation services is permitted only where the customer's equipment stays within their committed power, cooling, and bandwidth allocations as set out in Section 8. Sustained overuse of these allocations will result in throttling, additional charges, suspension, or termination.

1.8 Customer Responsibility#

• 1.8.1 Third-Party Liability: Customers are responsible for the actions of all authorised users of their account. Customers may not resell, redistribute, or allow third parties to use services for prohibited activities.

ParadoxNetworks Limited has a zero-tolerance policy for child sexual abuse material (CSAM) and any content depicting the exploitation or abuse of minors. This is a serious criminal offence and a severe violation of this policy.

2.1 Prohibited Activities#

• 2.1.1 Publishing, distributing, possessing, or facilitating access to CSAM
• 2.1.2 Creating, producing, or commissioning content depicting the exploitation or abuse of minors
• 2.1.3 Grooming, soliciting, or facilitating the abuse of minors
• 2.1.4 Any activity that sexualises, exploits, or harms children

2.2 Reporting and Evidence Preservation#

ParadoxNetworks Limited will:

• 2.2.1 Immediately suspend or terminate services upon discovery of CSAM or child exploitation
• 2.2.2 Securely preserve relevant data and evidence where required by law or necessary for a lawful investigation. Preservation takes priority over routine deletion only for the data that needs to be held. Access is restricted to authorised personnel, the need for retention is reviewed, and evidence is deleted when the lawful reason for holding it ends, subject to any mandatory retention period
• 2.2.3 Report content to the Internet Watch Foundation (IWF) (the UK hotline at iwf.org.uk) and to the National Crime Agency (NCA) / CEOP as appropriate
• 2.2.4 Report to the National Center for Missing & Exploited Children (NCMEC) where required by applicable US law, and otherwise where a report is appropriate and lawful. We comply with any reporting and preservation duties applicable to the provider and service concerned
• 2.2.5 Report violations to other relevant law enforcement authorities
• 2.2.6 Cooperate fully with investigations
• 2.2.7 Not provide advance notice before reporting to authorities

Customers acknowledge that ParadoxNetworks Limited will not hesitate to report suspected child exploitation to law enforcement and will not provide warning or opportunity to delete evidence.

Customers must not engage in or knowingly facilitate abuse that causes our resources to be blocked or listed by reputation services. We assess Spamhaus data (including SBL, XBL, DBL, ROKSO, and AS-DROP), SpamCop, and our own abuse evidence when investigating incidents and reseller eligibility. A listing is evidence to investigate, not by itself proof of a customer's misconduct. We consider false positives, compromised systems, and an address's history; listings that predate assignment are handled under Section 6.3.2.

We may filter traffic, null-route addresses, or suspend affected services where reasonably necessary to contain an active threat while investigating. Confirmed abuse, failure to remedy a compromised service, or knowingly providing services to support an abusive operation may result in suspension or termination. Customers may challenge a finding under Section 3.4. The downstream ASN restriction in Section 5.1.5 also applies.

abuse@pdxnet.co.uk is our published abuse contact (RFC 2142) and is reflected in the abuse-c attribute of our RIPE objects.

3.1 Abuse Reporting and Customer Cooperation#

Customers who discover abuse or violations occurring on their account must immediately report such activity to abuse@pdxnet.co.uk. Customers are required to:

• 3.1.1 Promptly report any suspected abuse or policy violations
• 3.1.2 Cooperate fully with ParadoxNetworks Limited investigations
• 3.1.3 Preserve evidence and logs related to suspected abuse
• 3.1.4 Implement reasonable security measures to prevent unauthorised use
• 3.1.5 Notify ParadoxNetworks Limited immediately upon discovering account compromise

Failure to report known abuse or cooperate with investigations may result in service suspension or termination.

3.2 Monitoring and Logging#

ParadoxNetworks Limited monitors network traffic, account activity, and service usage where necessary and proportionate to protect our services and investigate abuse. Processing must have a lawful basis and follow our Privacy Policy, including its limits on collection, access, retention, and disclosure. Customers acknowledge that:

• 3.2.1 Account activity may be monitored for compliance purposes
• 3.2.2 Logs may be retained for abuse investigation and law enforcement cooperation
• 3.2.3 Monitoring may include automated detection systems and manual review
• 3.2.4 Relevant evidence may be shared with competent authorities where required by law or where necessary, proportionate, and otherwise lawful to report or investigate suspected crime
• 3.2.5 Customers retain their applicable data protection rights, including when an alleged policy violation is investigated

Network traffic logs (including NetFlow and connection logs) and abuse case records are retained for 6 months, then deleted. Other server and account-access logs are retained only as needed for security and operational diagnostics, for up to 12 months. Relevant records may be held longer where required by law or a valid legal order, or where necessary and lawful for an active abuse investigation or legal claim. Access to preserved evidence is restricted to authorised personnel, the need for retention is reviewed, and records are deleted when the lawful reason for holding them ends, subject to any mandatory retention period. Relevant extracts needed for billing accuracy or a formal complaint follow the specific legal retention requirement, including at least 12 months after closure for regulated communications complaints where required; this does not require keeping unrelated raw traffic. These periods and exceptions also apply under Privacy Policy Section 9. Billing and account data follows Terms of Service Section 15.3.

3.3 Abuse Response Times#

Customers must acknowledge and act on abuse notices we forward to them within:

• 3.3.1 4 hours for active incidents, including outbound attack traffic, active phishing pages, malware distribution, and botnet command and control
• 3.3.2 24 hours for all other abuse reports

Where a customer does not respond within these windows, or where an incident is causing ongoing harm to third parties or to our network, we may suspend the affected service, null-route the affected addresses, or filter the traffic without further notice. We aim to restore service promptly once the issue is resolved and confirmed.

3.4 Appeals and Reinstatement#

Customers who believe a suspension was made in error may appeal through the abuse case manager in the client area, providing the service details and the basis of the appeal. If you cannot access the abuse case manager, email abuse@pdxnet.co.uk with those details. We aim to review appeals within 2 business days. Where a suspension was made in error, service is restored at no charge. Repeat suspensions arising from the same unresolved abuse issue may attract the reactivation fee in Terms of Service Section 4.5, subject to that clause's advance-notice requirement. We may decline to reinstate services where a violation is serious or repeated. Statutory consumer rights are unaffected.

3.5 Resellers#

Customers who resell our services to their own end users must:

• 3.5.1 Impose terms on their end users that are at least as restrictive as this AUP
• 3.5.2 Publish and monitor their own abuse contact and supply accurate details for the relevant registry records, including RIPE or ARIN where applicable. Customers must update records they control and promptly ask us or the resource holder to update records they cannot change directly
• 3.5.3 Act on abuse notices we forward within the timeframes in Section 3.3, including identifying and suspending the responsible end user
• 3.5.4 Keep only the records reasonably needed to identify the end user responsible for traffic from an assigned address, under a documented lawful basis and retention period. Protect these records, explain their use to end users, and disclose relevant information only where necessary and lawful for an investigation or legal obligation

Resellers remain fully responsible to us for the conduct of their end users. Persistent failure to handle end-user abuse is a breach of this policy and may result in suspension or termination of the reseller's own services.

4.1 Tor Nodes#

Operating Tor exit, relay, or bridge nodes using addresses supplied by us is prohibited. This includes our own resources, leased resources, and addresses supplied through ParadoxNetworks, Inc. Operating such nodes with customer-provided address space requires prior written approval under Section 4.2. This restriction concerns operating nodes, not ordinary use of Tor as a client. Violations may result in suspension or termination under Section 11.

4.2 VPN, Proxy, and Anonymisation Services#

Private VPN and proxy services for your own use, or for a defined set of known users (for example a corporate remote-access VPN), are permitted. Public or commercial VPN, proxy, and anonymisation services, including free or open exit nodes and services offered to anonymous members of the public, require our prior written approval.

Where approval is given, the operator must:

• 4.2.1 Keep the minimum records reasonably needed to identify the user responsible for traffic at a given time, with a documented lawful basis, retention period, and notice to users. Provide relevant records securely to our abuse team where necessary and lawful to investigate a substantiated report, or to a competent authority in response to a valid legal requirement. An abuse report does not by itself entitle the reporter to identifying information
• 4.2.2 Block outbound TCP port 25 from users of the approved VPN or proxy service. Any additional required port or protocol restrictions must be specified in the written approval. Temporary filtering to contain an active attack is governed by Sections 1.2 and 3.3
• 4.2.3 Publish and monitor a working abuse contact, and act on notices within the timeframes in Section 3.3

Open proxies, open SOCKS servers, and services that make anonymous relaying available to the public without any means of identifying the responsible user are prohibited.

BGP services are provided under strict compliance policies to ensure the stability and security of our network and the wider internet.

5.1 BGP Configuration and Use#

5.1.1 Route Announcements#

• 5.1.1.1 All BGP route announcements must be accurate, necessary, and authorised. Customers may announce only prefixes they are entitled to use as the registered resource holder or with authorisation from the relevant resource holder, including valid authority for leased or assigned space.

5.1.2 Route Registry Accuracy and RPKI#

• 5.1.2.1 Customers must ensure accurate IRR records exist for all prefixes they announce, by maintaining records they control or arranging updates through us or the relevant resource holder.
• 5.1.2.2 Customers must ensure that valid Route Origin Authorisations (ROAs) cover every announced prefix, origin ASN, and announcement length. Customers who cannot publish ROAs themselves must arrange them with us or the relevant resource holder before announcing the prefixes. ParadoxNetworks Limited operates Route Origin Validation (ROV) and drops RPKI-invalid prefixes received from customers. A route's RPKI NotFound status does not waive the requirement to arrange a valid ROA.

5.1.3 Prevention of Route Leaks#

• 5.1.3.1 Customers must implement appropriate prefix filters (incoming and outgoing) to prevent route leaks and mis-announcements.

5.1.4 Coordination and Notification#

• 5.1.4.1 Significant BGP changes or planned large-scale announcements must be pre-coordinated with our network operations team.

5.1.5 Downstream Network Restrictions#

• 5.1.5.1 Customers must not provide downstream transit through us to an ASN currently listed on Spamhaus AS-DROP, or to a network we have identified to them as a source of substantiated serious or repeated abuse. We may filter or suspend affected routes to contain an active threat. Customers may challenge an identification or provide evidence of remediation under Section 3.4.

5.2 BGP Community Usage#

5.2.1 Community Support#

• 5.2.1.1 Community tags are provided for managing traffic flows and routing policies. Use must follow the published community guide.

5.2.2 Prohibited Uses#

• 5.2.2.1 Manipulating communities to circumvent traffic engineering, cause unnecessary route propagation, or otherwise destabilise the network is prohibited.

5.3 Monitoring and Compliance#

5.3.1 Monitoring#

• 5.3.1.1 We actively monitor BGP sessions for anomalies, misconfigurations, and policy violations. Sessions in violation may be temporarily suspended pending resolution.

5.3.2 Compliance#

• 5.3.2.1 Failure to comply may result in temporary suspension or permanent termination of BGP services.

ParadoxNetworks Limited is a RIPE NCC member. We assign IPv4 and IPv6 addresses to customers from our own resources, address space leased from third parties, and ARIN address space provided by our subsidiary, ParadoxNetworks, Inc. Addresses are assigned for use with an active service; they are not sold and no ownership passes to the customer.

6.1 Assignment and Justification#

• 6.1.1 Addresses are assigned on the basis of documented technical need, in line with the policies of the relevant Regional Internet Registry (RIR), including RIPE NCC or ARIN as applicable. Customers must provide reasonable justification for the size of an assignment and for any subsequent increase.
• 6.1.2 We arrange for assignments to be recorded in the relevant registry database, including RIPE or ARIN, where required by the applicable registry policy. Customers must supply accurate contact and organisation details for these records and keep them up to date.
• 6.1.3 Assignments are tied to the service they were issued with. They may not be sold, leased, sublet, transferred, or announced from another network without our prior written approval.

6.2 Utilisation and Reclamation#

• 6.2.1 Customers must make active use of assigned addresses. We may audit utilisation and request evidence of use.
• 6.2.2 We may reclaim addresses that are unused, substantially under-utilised, or no longer justified, giving reasonable notice and a period to renumber except where reclamation is required to address abuse or a legal obligation.
• 6.2.3 On cancellation or termination of a service, all addresses assigned with it are reclaimed and returned to our available pool or to the relevant resource holder. Addresses may be reissued to other customers after a quarantine period where we remain authorised to assign them.

6.3 Reputation#

• 6.3.1 Customers are responsible for the reputation of addresses assigned to them for the duration of their service. Conduct that results in listing on a blocklist is dealt with under Section 3.
• 6.3.2 We make no guarantee about the prior reputation or listing history of reissued addresses. Where an assigned address is listed on arrival, we will assist with delisting or, where delisting is impractical, reassign an alternative address.
• 6.3.3 Requests for reverse DNS delegation and for correction of geolocation data are handled by noc@pdxnet.co.uk. We cannot guarantee the accuracy or update timescales of third-party geolocation databases.

6.4 Customer-Provided Address Space#

• 6.4.1 Customers bringing address space to our network, whether held directly or leased or assigned by another resource holder, must provide a valid Letter of Authority or equivalent evidence of their authority to announce it. They must maintain or arrange accurate IRR records and valid ROAs in line with Section 5.

7.1 Fair Use of Resources#

7.1.1 CPU and RAM Usage#

• 7.1.1.1 On plans with shared CPU resources, sustained usage that materially degrades other customers' service may be limited, with notification and options under Section 7.2. Customers may use their allocated RAM and any expressly dedicated CPU resources up to the limits in their plan. Using a dedicated server's purchased CPU and RAM capacity is not by itself abuse; the other security, bandwidth, and prohibited-activity rules still apply.

7.1.2 Bandwidth#

• 7.1.2.1 Bandwidth is monitored monthly per customer using 5-minute samples across the calendar month.
• 7.1.2.2 VPS and Bare Metal Fair Use: Unless the plan or order form specifically states otherwise, bandwidth on VPS and bare metal services is subject to a fair-use cap of 100 Mbps measured at the 95th percentile, applied to inbound and outbound traffic separately and evaluated against the higher of the two. Usage above this level may be throttled or, in cases of sustained abuse, result in suspension. Higher committed bandwidth is available on request. Regional transit costs vary, so VPS services in the Asia-Pacific and Oceania regions are measured on volume instead, with a monthly allowance of 3 TB of combined inbound and outbound traffic; beyond that, port speed moves to 100 Mbps until the next calendar month, and additional transfer is available on request.
• 7.1.2.3 IP Transit (Committed): Transit customers on a committed plan are billed on the 95th percentile against the committed rate stated in their order form, with overage billed per Mbps over the commit at the rate in the order form (see also Section 9 and Terms of Service Section 6.2).
• 7.1.2.4 IP Transit (Pay-As-You-Go): PAYG transit customers have no committed rate; usage is billed per Mbps on the 95th percentile measurement at the published PAYG rate.

7.2 Monitoring and Enforcement#

7.2.1 Automated Monitoring#

• 7.2.1.1 Automated systems monitor and manage resource usage across all hosted services.

7.2.2 Notification of Excessive Use#

• 7.2.2.1 Customers whose usage threatens platform stability will be notified and offered options to reduce usage or upgrade.

7.2.3 Remedial Actions#

• 7.2.3.1 In significant overuse cases, we may temporarily limit or suspend the affected service to protect platform stability. Any upgrade that changes the customer's charges requires their agreement before it is applied.

8.1 Power Consumption#

8.1.1 Power Allocation#

• 8.1.1.1 Each colocation customer is allocated a specific amount of power based on their service plan.

8.1.2 Monitoring and Compliance#

• 8.1.2.1 Power usage is monitored. Customers exceeding their allocation may be subject to additional charges or required to upgrade.

8.1.3 Energy Efficiency#

• 8.1.3.1 Customers are encouraged to use energy-efficient equipment to minimise consumption and support sustainability.

8.2 Cooling and Heat Density#

• 8.2.1 Customers must operate equipment within the cooling and heat-density envelope of the cabinet and facility. Heat output exceeding the rated kW per cabinet may require relocation to a higher-density configuration at additional cost.

8.3 Equipment Restrictions#

• 8.3.1 Equipment with additional fire, chemical, or electrical safety requirements (including standalone battery banks, lithium-ion energy storage, modified power supplies, or non-rack-mountable consumer hardware) requires prior written approval. Customer-supplied UPS units are prohibited under Section 8.3.2 and are not eligible for approval under this clause. Embedded or manufacturer-supplied batteries integrated into standard server hardware (for example RAID controller battery backup units, NVRAM/RTC coin cells, and BBUs shipped as part of OEM enterprise equipment) do not require separate approval under this clause.
• 8.3.2 Customer-supplied UPS units (battery-backed power) are not permitted in our colocation service. Power resilience is provided at the facility level. Customers with additional resilience requirements must discuss available facility-provided options with us before ordering.

8.4 Cabling and Labelling#

• 8.4.1 All cabling must follow tidy cable management practices (front-to-back airflow preserved, no obstruction of perforated tiles).
• 8.4.2 Each cable must be labelled at both ends with the customer name and circuit ID. Unlabelled cabling may be removed during housekeeping.

For further details on colocation access and additional terms, refer to the Terms of Service.

9.1 Usage and Bandwidth#

• 9.1.1 Committed and Burstable Bandwidth: A committed rate is the billing commitment, not a hard traffic ceiling. Customers may burst above it up to the port speed or other maximum rate in their order form without separate approval. Usage above the commit is billed under Section 7.1.2.3 and Terms of Service Section 6.2; PAYG billing follows Section 7.1.2.4. Ordinary authorised bursting is not abuse. A change to the maximum permitted rate requires prior agreement.
• 9.1.2 Traffic Management: ParadoxNetworks Limited may implement traffic management policies to ensure equitable access and network efficiency.

9.2 Source Address Validation (BCP38)#

• 9.2.1 Customers must implement source address validation in line with BCP38 / RFC 2827. Only traffic with source addresses from prefixes the customer is authorised to announce will be accepted on transit links. Spoofed source traffic will be filtered or, in cases of sustained abuse, the session will be suspended.

9.3 Security and Compliance#

• 9.3.1 DDoS Protection: In the event of a DDoS attack, we will implement protective measures by blackholing traffic to the affected IPs down to the most specific /32 (IPv4) or /128 (IPv6) prefix.
• 9.3.2 Lawful Use: All use of IP Transit must comply with applicable laws and regulations, including data protection and copyright.

10.1 Ofcom Compliance#

We provide broadband services only in the United Kingdom. These services are subject to the applicable Ofcom General Conditions of Entitlement and other applicable communications and consumer law. Any contractual speed guarantees and remedies are set out in the service's order form or service schedule.

10.2 Service Quality and Performance#

• 10.2.1 Reasonable Speeds: Broadband services are provided at speeds consistent with the purchased service plan. Actual speeds may vary due to network conditions, equipment, and usage patterns.
• 10.2.2 Service Availability: We aim for 99.5% uptime, measured monthly. Scheduled maintenance is excluded.
• 10.2.3 Performance Monitoring: Customers may request performance reports.

10.3 Fair Usage and Traffic Management#

• 10.3.1 Fair Usage Policy: Any broadband usage allowance or contracted speed limit must be stated in the plan or order form. Traffic management must comply with applicable open-internet rules and be necessary and proportionate to its purpose, such as maintaining network security or managing congestion. High usage alone does not establish an AUP violation. The VPS and bare metal allowances in Section 7.1.2.2 do not apply to broadband.
• 10.3.2 Traffic Management Transparency: We explain any applicable traffic management and its expected effect on service quality. General restrictions in this AUP do not authorise blocking or discrimination against lawful broadband applications contrary to applicable open-internet rules.
• 10.3.3 Notification of Changes: Material changes follow Section 18, including advance notice and applicable cancellation rights.

10.4 Complaints and Dispute Resolution#

Complaints are handled under Section 17 of our Terms of Service. Ofcom's rules require providers serving residential and eligible small-business customers to belong to an approved Alternative Dispute Resolution (ADR) scheme. Eligible complaints can be taken to the provider's scheme after 6 weeks from the initial complaint, or sooner on receipt of a deadlock letter.

We do not currently have confirmed membership of an Ofcom-approved ADR scheme and cannot promise access to a named scheme. Customers can contact Ofcom for complaints guidance or to report concerns about access to ADR; Ofcom does not resolve individual disputes. This does not remove our regulatory obligations or restrict customers' statutory rights or access to the courts.

10.5 Service Suspension and Termination#

• 10.5.1 Suspension: Reasonable notice is provided before suspension for non-payment or policy violations, except in emergency or serious breach.
• 10.5.2 Termination Notice: At least 30 days' written notice for material contract changes or termination, in line with Ofcom General Condition C1, except in cases of serious breach or emergency.
• 10.5.3 Data Deletion: Service-related data is deleted on termination under Terms of Service Section 15.3 and Privacy Policy Section 9. Their exceptions for lawfully preserved evidence and separate retention periods for billing, logs, and communications apply.

10.6 Billing and Charges#

• 10.6.1 Transparent Pricing: Charges are clearly itemised. Customers receive detailed invoices.
• 10.6.2 Price Changes: At least 30 days' notice. Customers may cancel without penalty if they do not accept increases.
• 10.6.3 Billing Disputes: Please report disputed charges within 30 days of the invoice so we can investigate promptly. This is an administrative request, not a deadline that removes statutory rights, access to complaints or ADR procedures, or the right to bring a claim within the applicable legal limitation period. Disputed amounts do not accrue interest pending resolution.

11.1 Adherence to Policies#

Customers must use services in full compliance with our Terms of Service and this AUP. This includes maintaining the security of their systems and not engaging in activities that could harm our network, other customers, or the broader internet.

11.2 Responsibility for Compliance#

It is the customer's responsibility to understand and adhere to all applicable policies and guidelines.

11.3 Consequences of Violation#

Violations may lead to:

• 11.3.1 Temporary suspension of services
• 11.3.2 Permanent termination of services
• 11.3.3 Other actions as deemed necessary to maintain integrity and security

12.1 How to Report#

Misuse of services can be reported to abuse@pdxnet.co.uk. ParadoxNetworks Limited investigates reports and takes appropriate action.

We may not always be able to share investigation outcomes with reporters for privacy, security, or operational reasons. Where we are required to inform an affected data subject under UK GDPR, we will do so. Law enforcement requests should go to legal@pdxnet.co.uk.

12.2 Notice and Takedown (Hosting)#

Where applicable, ParadoxNetworks Limited may rely on the hosting liability protection in regulation 19 of the Electronic Commerce (EC Directive) Regulations 2002, subject to its conditions. When we obtain the relevant knowledge or awareness of unlawful stored material, we act expeditiously to remove it or disable access as required for that protection. To help us investigate a notice (for example, copyright infringement, defamatory content, or other unlawful material), please email abuse@pdxnet.co.uk with:

• 12.2.1 Your full name, organisation, and contact details
• 12.2.2 A description of the work or right alleged to be infringed (or the law alleged to be breached)
• 12.2.3 The URL or IP address of the material
• 12.2.4 A statement made in good faith that you believe the material is unlawful, and that the information in your notice is accurate
• 12.2.5 Where applicable, a statement that you are the rights holder or are authorised to act on their behalf

We aim to acknowledge notices within 2 business days. This acknowledgement target does not delay urgent action or any duty to act expeditiously. We assess the substance of reports even if some requested details are missing, seek clarification where needed, and consider relevant information from the affected customer where lawful and appropriate. Submission of knowingly false or abusive notices may itself give rise to legal liability.

Users must comply with all relevant laws and regulations, including data protection, copyright, and anti-spam regulations.

Customers are responsible for the lawfulness of their activities and content. Our responsibility is determined by applicable law and the liability provisions in our Terms of Service, including any intermediary liability protection whose conditions are met. Nothing in this AUP excludes liability that cannot lawfully be excluded, removes statutory consumer rights, or overrides our legal duties to act on unlawful material.

All terms in this AUP are subject to applicable fairness and liability rules, including the Consumer Rights Act 2015 and the Unfair Contract Terms Act 1977 where applicable, and the protections in our Terms of Service. Nothing in this AUP limits rights that cannot lawfully be excluded or restricted.

ParadoxNetworks Limited provides business identification, contact details, and pricing information as required by the Electronic Commerce (EC Directive) Regulations 2002. Our company registration and contact details are published in our Terms of Service. Pricing follows Section 2.3 of those Terms, with consumer prices inclusive of VAT and business prices clearly stating their VAT treatment. Complaints and access to ADR are governed by Section 17 of those Terms and, for broadband, Section 10.4 of this AUP.

Claims arising from this AUP are subject to the limitation period in our Terms of Service.

We may update this AUP to reflect changes in law, regulatory or registry requirements, services, security risks, or abuse-prevention practices. We will give at least 30 days' prior notice of changes that materially affect permitted use, charges, or recurring service terms, explaining the change and its effective date. For existing customers, those changes take effect only after the applicable notice period. Immediate action may be taken where required by law or necessary to address an urgent security threat; we will explain it as soon as reasonably practicable.

Where a material change disadvantages a consumer customer, they may cancel the affected service before the change takes effect without an early-termination charge and receive a refund of prepaid charges for the unused period after cancellation. Any additional cancellation rights required by applicable communications law also apply. Continued use does not waive statutory rights or replace any consent required by law. This clause is read together with Terms of Service Section 18.