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Abuse Complaint Policy

Legal Documents · 53 reads · Updated Aug 16, 2026

Company Registration Details

  • Legal name: WawaCloud Inc.
  • Operating brand: WawaNode
  • Corporation number: 1796675-0
  • Business number (BN): 712062637RC0001
  • Date of incorporation: May 26, 2026
  • Governing legislation: Canada Business Corporations Act (CBCA), federal corporation
  • Registered office: 366 Coachwhip Trail, Newmarket, ON L3X 2R2, Canada
  • Website: https://wawanode.com

WawaCloud Inc. is the legal contracting party for the Services; WawaNode is its operating brand. The registered office is the corporation's legal address, not a customer-support channel.

Effective date: May 30, 2026

Operating entity: WawaCloud Inc. (operating as "WawaNode", "we", "us")

Website: https://wawanode.com

Customer support: Sign in to the console → Tickets, or open a support ticket at https://wawanode.com/dashboard/tickets/new

Support email: support@wawanode.com

Abuse reports: abuse@wawanode.com

Legal: legal@wawanode.com

DMCA / copyright: dmca@wawanode.com

Privacy: privacy@wawanode.com

1. Overview

This Abuse Complaint Policy (the "Policy") explains how WawaCloud Inc. (operating as "WawaNode", "we", "us", or "our") receives, reviews, and handles complaints and reports related to abusive conduct. WawaNode is the operating brand of WawaCloud Inc., and WawaCloud Inc. is the legal contracting party that provides the service.

This Policy applies to abuse, unlawful conduct, security incidents, network attacks, spam, phishing, malware, copyright complaints, fraud, proxy abuse, resource abuse, and other violations that occur in connection with your use of our website, cloud servers, VPS, dedicated servers, IP addresses, bandwidth, network, storage, control panel, technical support, and other related services.

This Policy forms part of the Terms of Service, the Acceptable Use Policy, the Privacy Policy, the Refund Policy, the SLA, and the DMCA / Copyright Complaint Policy.

2. How to Contact Us About Abuse

To report abusive conduct, please contact us through the channels below. WawaCloud publishes its registered office above but does not publish a telephone number; all contact is handled through our ticket system or the role-based email addresses listed below:

  • Open a ticket: Sign in to the console → Tickets, or visit https://wawanode.com/dashboard/tickets/new
  • Abuse reports: abuse@wawanode.com
  • Legal matters: legal@wawanode.com

Abuse complaints should be sent to:

  • abuse@wawanode.com

Copyright, DMCA, trademark, or other intellectual property complaints should be sent to:

  • dmca@wawanode.com (you may also copy legal@wawanode.com for legal matters)

If a complaint concerns both abuse and copyright matters, you may send it to both abuse@wawanode.com and dmca@wawanode.com.

3. Types of Abuse Handled Under This Policy

We may handle abuse complaints of the following types:

  1. Spam;
  2. Unsolicited bulk email;
  3. Phishing;
  4. Spoofed websites;
  5. Credential theft;
  6. Malware;
  7. Trojans, viruses, worms, ransomware;
  8. Command-and-control servers;
  9. Botnets;
  10. DDoS attacks;
  11. DoS attacks;
  12. Port scanning;
  13. Vulnerability scanning;
  14. Brute-force attacks;
  15. Credential-stuffing attacks;
  16. Password spraying;
  17. Unauthorized access;
  18. Proxy abuse;
  19. VPN abuse;
  20. Tor exit node abuse;
  21. Open proxies or open relays;
  22. Fraudulent websites;
  23. Fake shopping sites;
  24. Investment scams or cryptocurrency scams;
  25. Stolen data, leaked credentials, or unlawful personal information;
  26. Copyright, trademark, or intellectual property infringement;
  27. Child sexual abuse material or content that harms minors;
  28. Terrorist or violent extremist content;
  29. Illegal goods or services;
  30. Resource abuse;
  31. IP blacklisting or network reputation issues;
  32. Other conduct that violates the Terms of Service, the Acceptable Use Policy, or applicable law.

4. Information an Abuse Report Should Include

So that we can locate and address the issue quickly, an abuse report should include as much of the following as possible:

  1. The IP address(es) involved;
  2. The domain name(s) involved;
  3. The URL(s) involved;
  4. The server, port, or protocol involved;
  5. The time the incident occurred;
  6. The time zone;
  7. The type of complaint;
  8. A description of the incident;
  9. Logs;
  10. Email headers;
  11. Screenshots;
  12. Sample files;
  13. Network traffic records;
  14. MTR, traceroute, ping, or other diagnostic results;
  15. A description of the affected systems or services;
  16. The complainant's name or organization;
  17. The complainant's contact details;
  18. Any other evidence that helps confirm the issue.

If a complaint is incomplete, cannot be located, lacks evidence, has an unclear timeline, or cannot be understood, we may ask the complainant to provide supplementary material, or we may be unable to process the complaint.

5. Recommended Abuse Report Format

To improve processing efficiency, you may submit an abuse report using the following format:

  • Complaint type: Spam / Phishing / Malware / DDoS / Scanning / Infringement / Fraud / Other
  • IP address(es) involved:
  • Domain or URL involved:
  • Time and time zone of the incident:
  • Description of the incident:
  • Related logs or evidence:
  • Complainant's name or organization:
  • Complainant's contact email:
  • Complainant's contact phone (optional):
  • Additional notes:

Please send the report to:

  • abuse@wawanode.com

6. Spam Complaints

If you are reporting spam, please provide complete email headers and the message body wherever possible.

A spam complaint should include:

  1. The sender address;
  2. The recipient address;
  3. The full email headers;
  4. The message body;
  5. The time the message was sent;
  6. The IP address or domain involved;
  7. A note on failed unsubscribe attempts or lack of opt-in;
  8. Any other relevant evidence.

A screenshot alone is usually not sufficient to confirm the source of spam. Full email headers are essential for locating the sending server.

7. Phishing and Fraud Complaints

If you are reporting phishing, spoofing, scams, or fake websites, please provide as much of the following as possible:

  1. The suspected phishing or scam URL;
  2. The IP address(es) involved;
  3. The brand, institution, or service being impersonated;
  4. Screenshots;
  5. The time the page was accessed;
  6. The phishing email, SMS, or distribution source;
  7. Related logs or samples;
  8. A description of the stolen credentials or risk;
  9. Whether the affected brand or rights holder has already been notified.

For phishing, credential theft, fake login pages, or clearly fraudulent sites, we may take emergency action, including suspending service, restricting access, null-routing the IP, or terminating service.

8. Malware Complaints

If you are reporting malware, viruses, trojans, ransomware, command-and-control servers, or malicious downloads, please provide as much of the following as possible:

  1. The malicious file URL;
  2. The IP address(es) involved;
  3. File hash values;
  4. Malware samples;
  5. Detection reports;
  6. Links to security-vendor reports;
  7. The method of distribution;
  8. Related logs;
  9. Command-and-control communication details;
  10. Any other technical evidence.

We may immediately restrict, suspend, or terminate the relevant service based on the malware risk.

9. DDoS, Scanning, and Attack Complaints

If you are reporting DDoS, DoS, scanning, brute-force, exploitation, or other attack activity, please provide as much of the following as possible:

  1. The source IP of the attack;
  2. The target IP or domain of the attack;
  3. The start and end time of the incident;
  4. The time zone;
  5. The attack protocol;
  6. The attack port;
  7. The traffic volume;
  8. PPS or connection count;
  9. Firewall logs;
  10. IDS / IPS logs;
  11. NetFlow or similar traffic records;
  12. Traceroute, MTR, or other network evidence.

Depending on the severity of the attack, we may apply port restrictions, bandwidth limits, null-routing, service suspension, or service termination.

10. Copyright and Intellectual Property Complaints

Copyright, DMCA, trademark, counterfeit-brand, or other intellectual property complaints should be sent to:

  • dmca@wawanode.com (you may also copy legal@wawanode.com for legal matters)

Such complaints should be submitted in accordance with our DMCA / Copyright Complaint Policy.

If an intellectual property complaint also involves phishing, scams, malware, or other security risks, it may also be sent to:

  • abuse@wawanode.com

11. Child Safety and Serious Unlawful Content

Using our services to host, distribute, store, link to, or promote any child sexual abuse material, child exploitation content, content that grooms minors, or any content involving harm to minors is strictly prohibited.

If we discover or receive a complaint about such content, we may take immediate action, including:

  1. Suspending service;
  2. Terminating service;
  3. Preserving necessary evidence;
  4. Restricting the account;
  5. Reporting to relevant authorities, upstream providers, data centers, or law enforcement;
  6. Taking other measures required by law.

The ordinary processing timeframes do not apply to such matters.

12. Terrorism, Violent Extremism, and Serious Public-Safety Risks

Using our services to host, distribute, or promote terrorism, violent extremism, unlawful violent organizations, recruitment, incitement of attacks, weapons manufacturing, the commission of violent crimes, or material support for unlawful violence is strictly prohibited.

If we discover such content or conduct, we may immediately suspend, restrict, or terminate the relevant service and report to relevant authorities in accordance with applicable law and the actual risk.

13. Complaint-Handling Process

After receiving an abuse complaint, we may follow the process below:

  1. Conduct an initial review of the complaint;
  2. Determine whether the complaint contains sufficient information;
  3. Verify the IP, domain, URL, logs, or other evidence;
  4. Determine whether the matter relates to our services;
  5. Assess the severity of the complaint;
  6. Contact the relevant customer or account holder;
  7. Request an explanation, remediation, or removal of content;
  8. Apply temporary restrictions based on the risk;
  9. Decide, based on remediation, whether to restore, continue restricting, or terminate the service;
  10. Preserve necessary records.

The specific handling depends on the complaint type, sufficiency of evidence, risk level, legal requirements, upstream-provider requirements, and the customer's history.

14. Processing Timeframes

We will handle abuse reports reasonably, according to the severity of the complaint.

In general:

  1. High-risk incidents such as child safety, phishing, malware, DDoS, serious attacks, and major fraud: handled with priority;
  2. Spam, scanning, proxy abuse, and blacklisting issues: typically handled within a reasonable time;
  3. General content complaints, ordinary violations, or complaints with insufficient information: handled based on the evidence and risk;
  4. Copyright complaints: handled in accordance with the DMCA / Copyright Complaint Policy.

Processing time may be affected by the completeness of evidence, the customer's response speed, the complexity of technical investigation, upstream-provider requirements, time zones, holidays, and the severity of the incident.

We do not guarantee that every complaint will be resolved within a fixed period.

15. Notice to Customers

Where appropriate, we may forward a complaint to the relevant customer or account holder and request an explanation, remediation, removal of content, or cessation of the relevant conduct.

However, in the following circumstances we may take action without prior notice to the customer:

  1. Where child sexual abuse material is involved;
  2. Where phishing or credential theft is involved;
  3. Where malware is involved;
  4. Where DDoS or serious attacks are involved;
  5. Where scams or major fraud are involved;
  6. Where a court order, law-enforcement request, or regulatory requirement is involved;
  7. Where an emergency requirement from an upstream provider or data center is involved;
  8. Where significant harm to IP reputation is involved;
  9. Where serious risk to other customers, third parties, or the public internet is involved;
  10. Where we believe that prior notice could lead to destruction of evidence, escalation of risk, or evasion of handling.

16. Customer's Obligation to Respond

If you receive an abuse complaint, security notice, or remediation request forwarded by us, you must respond promptly and take the necessary measures.

You may need to:

  1. Remove unlawful or non-compliant content;
  2. Stop spam;
  3. Clean up malware;
  4. Patch vulnerabilities;
  5. Change passwords and keys;
  6. Disable abused accounts;
  7. Stop attacks or scanning;
  8. Restrict end users;
  9. Provide proof of authorization;
  10. Provide a remediation report;
  11. Provide logs or technical evidence;
  12. Prevent similar issues from recurring.

If you fail to respond promptly, refuse to remediate, repeat violations, or the complaint is serious, we may suspend or terminate the service.

17. Default Response Deadlines

Unless we state otherwise in our notice, you should generally act within the following timeframes:

  1. Child safety, phishing, malware, DDoS, serious attacks, or major fraud: act immediately;
  2. Spam, scanning, proxy abuse, and blacklisting issues: act within 24 hours;
  3. General copyright, trademark, content, or compliance complaints: act within 48 hours;
  4. Other ordinary issues: act within the period we specify.

If you need more time, you should contact us before the deadline expires and explain why. Whether to extend the time is at our discretion based on the risk and the actual circumstances.

18. Emergency Measures

In high-risk or emergency situations, we may immediately take one or more of the following measures:

  1. Suspend service;
  2. Restrict the network;
  3. Restrict ports;
  4. Restrict bandwidth;
  5. Null-route the IP;
  6. Block specific traffic;
  7. Remove or disable content;
  8. Reclaim IP addresses;
  9. Close the account;
  10. Terminate service;
  11. Refuse a refund;
  12. Notify upstream providers, data centers, or relevant authorities;
  13. Preserve or disclose necessary information as required by law.

Emergency measures do not mean that we have conclusively determined that a complaint is valid; they are measures taken on the basis of risk control, security protection, legal obligations, or upstream requirements.

19. Repeat Abuse

If your account, service, IP address, or end users repeatedly generate abuse complaints, we may treat this as repeat abuse.

Repeat abuse includes, but is not limited to:

  1. Multiple spam complaints;
  2. Multiple phishing complaints;
  3. Multiple malware complaints;
  4. Multiple scanning or attack complaints;
  5. Multiple copyright or infringement complaints;
  6. Multiple instances of proxy abuse;
  7. Repeatedly causing IP blacklisting;
  8. Repeatedly receiving warnings from upstream providers or data centers;
  9. Repeatedly failing to respond promptly to remediation requests;
  10. Using multiple accounts, servers, IPs, or domains to evade handling.

For repeat abuse, we may take stricter measures, including suspension, termination, account closure, refusal of refunds, refusal of future orders, or a requirement for additional identity verification.

20. End-User and Resale Responsibility

If you provide, resell, lease, sublicense, assign, or otherwise make our services available to third parties, you remain responsible for the conduct of your end users.

You must ensure that your customers, employees, contractors, end users, or other third parties:

  1. Comply with the Terms of Service;
  2. Comply with the Acceptable Use Policy;
  3. Comply with this Policy;
  4. Do not engage in abusive, unlawful, or infringing conduct;
  5. Respond to and handle complaints promptly;
  6. Do not circumvent our restrictions or risk-control measures.

If your end users generate abuse complaints, we may act directly on your services without first contacting the end user.

21. Proxy, VPN, Tor, and Anonymity Service Complaints

Proxies, VPNs, Tor exit nodes, open proxies, traffic relays, tunneling services, and similar anonymity services are prone to abuse complaints.

If your service is used for any of the following, we may impose restrictions or terminate the service:

  1. Bulk account registration;
  2. Spam;
  3. Brute-force attacks;
  4. Credential stuffing;
  5. Network attacks;
  6. Crawler/scraper abuse;
  7. Fraud;
  8. Payment risk;
  9. Platform cheating;
  10. Bypassing geographic or risk-control restrictions;
  11. Violating third-party terms of service;
  12. Other abusive conduct.

Running proxies, VPNs, Tor exit nodes, or similar services without our written approval may be treated as a violation of the Acceptable Use Policy.

22. Complaints Related to Nested Virtualization and Re-Provisioning

If, without approval, you engage in nested virtualization, secondary splitting of resources, or re-provisioning of VPS, containers, lightweight instances, virtual hosting, proxy nodes, VPN nodes, or other infrastructure services, and abuse complaints result, you bear full responsibility.

We may take the following measures against the relevant service:

  1. Require that re-provisioning stop;
  2. Require the removal or migration of downstream instances;
  3. Restrict network, ports, routing, or virtualization-related functions;
  4. Suspend service;
  5. Terminate service;
  6. Reclaim IPs;
  7. Refuse a refund;
  8. Refuse future orders.

23. IP Blacklisting and Network Reputation

If your use causes an IP address, network block, domain, or network to be blacklisted, or causes complaints from upstream providers, data centers, anti-spam organizations, security organizations, or third-party platforms, we may require you to remediate immediately.

The measures may include:

  1. Stopping email sending;
  2. Removing non-compliant content;
  3. Repairing compromised servers;
  4. Cleaning up malware;
  5. Restricting ports;
  6. Replacing or reclaiming the IP;
  7. Suspending service;
  8. Terminating service;
  9. Refusing a refund;
  10. Charging a reasonable handling fee, where applicable.

We do not guarantee that an IP address can be removed from third-party blacklists, nor that third-party platforms will restore access to or trust in that IP.

24. Evidence Preservation

When handling abuse complaints, security incidents, legal requests, disputes, or violations, we may preserve relevant evidence and records, including:

  1. The complaint content;
  2. Email correspondence;
  3. Ticket records;
  4. IP addresses;
  5. Domains and URLs;
  6. Server IDs;
  7. Account information;
  8. Network logs;
  9. Control-panel operation records;
  10. Handling outcomes;
  11. Correspondence with upstream providers or data centers;
  12. Records of law-enforcement or regulatory requests.

Such records will be retained in accordance with our Privacy Policy, our legal obligations, security needs, dispute handling, and compliance requirements.

25. Disclosure of Information

We may disclose information necessary in connection with an abuse incident in the following circumstances:

  1. To comply with law, a court order, a subpoena, a search warrant, or a regulatory requirement;
  2. To respond to a request from law enforcement;
  3. To cooperate with upstream providers or data centers in handling abuse;
  4. To handle a security incident;
  5. To protect our network, customers, suppliers, or third parties;
  6. To handle copyright, trademark, phishing, malware, or other complaints;
  7. To enforce the Terms of Service and related policies;
  8. To prevent fraud, abuse, or unlawful conduct.

We will limit the scope of disclosure in accordance with applicable law and actual need.

26. Outcome of Complaint Handling

We may not disclose to a complainant the full outcome of handling, the customer's identity, account details, internal records, or technical details, unless required by law or unless we consider it necessary.

We may provide limited feedback to a complainant, such as:

  1. The complaint has been received;
  2. The complaint is under review;
  3. The matter has been forwarded to the relevant customer;
  4. Appropriate measures have been taken;
  5. Information is insufficient and the complaint cannot be processed;
  6. The complaint falls outside the scope of our services;
  7. Additional evidence is required.

Whether and to what extent we disclose handling outcomes is at our discretion based on privacy, security, legal, and compliance requirements.

27. False or Malicious Complaints

You must not submit complaints that are false, misleading, malicious, harassing, automated and bulk, based on fabricated evidence, or otherwise abusive.

If we believe a complaint is clearly untrue, lacks evidence, constitutes repeat abuse, maliciously targets a customer, or falls outside the scope of our services, we may decline to process it.

Submitting a false complaint may expose the complainant to corresponding legal liability.

28. Not a Legal Adjudication

We are not a court, an arbitral body, or a regulatory authority.

When we handle abuse complaints, we act operationally, primarily on the basis of the complaint materials, technical evidence, service risk, upstream requirements, platform policies, and applicable law.

Our actions to restrict, suspend, terminate, remove, restore, or decline to process do not mean that we have conclusively determined that any party bears legal liability.

Any related legal liability, damages, or disputes over rights ownership should be resolved by the relevant parties through negotiation, arbitration, the courts, or other lawful procedures.

29. Effect on Refunds

If your service is suspended, restricted, terminated, removed, null-routed, banned, or your account is closed due to an abuse complaint, a violation, unlawful conduct, a security risk, blacklisting, an attack, spam, phishing, malware, proxy abuse, a copyright complaint, fraud, or other conduct that violates our policies, the related fees are generally non-refundable.

Refund matters are handled in accordance with our Refund Policy.

30. Governing Law and Jurisdiction

This Policy, and any dispute arising out of or relating to this Policy, the handling of abuse complaints, or your use of our services, is governed by and construed in accordance with the laws of the Province of Ontario and the federal laws of Canada applicable therein, without regard to its conflict-of-laws rules.

The parties agree to submit to the exclusive jurisdiction of the courts located in Ontario, Canada for any dispute arising out of or relating to this Policy or the matters described above.

31. Changes to This Policy

We may update this Policy from time to time to reflect law, cybersecurity, abuse trends, supplier policies, data-center requirements, product changes, or business adjustments.

The updated Policy will be published on the website with a new effective date. Your continued use of the services after an update constitutes acceptance of the updated Policy.

32. Contact

To report abusive conduct, submit a complaint, or contact us regarding legal matters, please reach us through the channels below. WawaCloud publishes its registered office above but does not publish a telephone number; all contact is handled through our ticket system or the role-based email addresses listed below:

  • Open a ticket: Sign in to the console → Tickets, or visit https://wawanode.com/dashboard/tickets/new
  • Support email: support@wawanode.com
  • Abuse reports: abuse@wawanode.com
  • Legal matters: legal@wawanode.com
  • DMCA / copyright: dmca@wawanode.com
  • Privacy: privacy@wawanode.com

This Policy is published by WawaCloud Inc. (operating as "WawaNode"). WawaCloud Inc. is a Canadian federal corporation incorporated under the Canada Business Corporations Act (CBCA), with its registered office in the Province of Ontario, Canada.

33. Note on the Chinese Version

The Chinese version of this Policy is provided for the convenience of Chinese-speaking users. If there is any inconsistency or conflict between the Chinese version and the English version, the English version shall prevail, unless applicable law mandates otherwise.

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Abuse Complaint Policy