Plain-language summary

This summary is for convenience only. The full provisions below form the legally relevant text.

1. Scope

This Policy explains how customers may submit complaints about billing, service quality, refunds, abuse decisions, support handling, or legal issues.

2. First contact

Most issues should first be submitted through support at [email protected]. Billing complaints may be sent to . Legal complaints may be sent to [email protected].

3. What to include

• Account email and customer name.
• Invoice number, service ID, domain, ticket ID, or order number.
• A clear explanation of the issue and requested outcome.
• Relevant evidence, screenshots, logs, payment confirmations, or correspondence.

4. Handling

We will review complaints fairly and aim to respond within a reasonable time. Complex matters involving third parties, registries, payment processors, data centres, fraud checks, or legal issues may take longer.

5. Escalation

If you disagree with the first response, you may request escalation by replying to the ticket or contacting [email protected].

6. ADR and consumer rights

If you are a consumer, you may have access to local consumer protection authorities or alternative dispute resolution bodies in your country. Nothing in this Policy limits mandatory consumer rights.

The former European Commission ODR platform has been discontinued. Consumers should use currently available national or EU-recognised consumer dispute channels where applicable.

7. Court rights

This Policy does not prevent either party from seeking remedies in court or through a competent authority where permitted by law.

Updates

We may update this document from time to time. The version published on host.yt is the current version. If a change materially affects active paid services, we may notify affected customers by email, account notice, ticket, or another reasonable channel.