Zero Tolerance for Abuse: CloudMails.eu maintains a strict zero-tolerance policy for spam, phishing, and email abuse. All reported violations are investigated within 4 hours and may result in immediate service termination.
1. Our Commitment
We are committed to maintaining a clean email ecosystem and will take swift action against any misuse of our infrastructure. This includes:
- Immediate investigation of all abuse reports
- Coordination with major blocklists (Spamhaus, SORBS, Barracuda)
- Cooperation with law enforcement when required
- Proactive monitoring for suspicious activity
- Regular audits of accounts for policy compliance
2. Types of Abuse We Investigate
We actively investigate reports of:
- Spam/Unsolicited Email: Bulk email sent without recipient consent
- Phishing: Emails impersonating legitimate entities to steal credentials
- Fraud: Deceptive emails for financial gain
- Malware Distribution: Emails containing viruses, ransomware, or malicious links
- Harassment: Threatening or harassing email campaigns
- Spoofing: Forging sender addresses to impersonate others
3. How to Report Abuse
Report Abuse via Email
Send your abuse report to: abuse@cloudmails.eu
Please include:
- Full headers from the suspicious email
- Sender email address and domain
- Subject line of the email
- Date and time received (with timezone)
- Content of the email (relevant portions)
- Why you believe this is abusive
Required: Full Email Headers
To properly investigate, we need complete email headers. Here's how to get them:
- Gmail: Open email → Three dots → Show original
- Outlook: Open email → File → Properties → Internet headers
- Apple Mail: View → Message → Raw Source
Copy the complete headers and paste them in your abuse report.
4. Response Timeframes
Our Commitment:
- Critical reports (phishing/malware): Within 1 hour
- High priority (spam campaigns): Within 4 hours
- Standard reports: Within 24 hours
- Blocklist delisting requests: Within 48 hours
5. Investigation Process
When we receive an abuse report:
- Automated acknowledgment sent immediately
- Technical team reviews email headers and content
- Account activity is audited for policy compliance
- If violation confirmed, appropriate action is taken
- Reporter is notified of resolution (upon request)
6. Possible Actions
Depending on severity, actions may include:
- Warning: First-time minor violations
- Rate Limiting: Temporary sending restrictions
- Content Filtering: Forced review of outgoing email
- Account Suspension: Immediate temporary suspension
- Account Termination: Permanent service cancellation
- Law Enforcement: Referral to authorities for criminal activity
7. Blocklist Prevention
We work proactively to prevent our IP addresses from being blocklisted:
- Strict onboarding verification for new customers
- Mandatory list hygiene requirements
- Real-time monitoring of blocklist submissions
- Rapid response to any listing notifications
- Feedback loop integration with major mailbox providers
8. Requesting Blocklist Removal
If your IP is blocklisted due to our infrastructure:
- Contact abuse@cloudmails.eu with details
- Provide evidence of the issue being resolved
- Allow 48 hours for investigation
- We will submit delist requests on your behalf
9. Contact Information
For abuse-related inquiries:
- Abuse Desk: abuse@cloudmails.eu
- General Support: alex@cloudmails.eu
- Security Reports: security@cloudmails.eu
For urgent security issues, please use our PGP-encrypted channel.
10. Related Policies
This Abuse Policy should be read in conjunction with:
- Terms of Service - General usage terms
- Privacy Policy - Data handling practices
- Spam Prevention Guide - Best practices for compliant email