Version: p100-os89-2026-10-05-v1 · Language: EN-GB · Document ID: aup.
This fixed version binds the customer and its authorised users only when incorporated into the accepted product-100 / Managed OS 89 Order. Later publication does not change an existing agreement. Statutory duties and lawful orders apply independently.
1. Lawful use and exclusions
Use the agreed resources only for lawful purposes within scope, with the necessary rights, permissions and licences. Do not use the service for unlawful content, infringement, fraud, phishing, malware, botnets, unauthorised access or surveillance, denial-of-service attacks, unlawful unsolicited messaging or deliberate disruption of another service or network. Do not evade a lawful, proportionate restriction or exceed agreed resources in a way that harms others.
Medical personal data are excluded from the standard service. Do not deliberately place them in workloads, support attachments, logs, backups or migrations. Other special-category or criminal-offence data require a specifically agreed lawful processing scope and appropriate safeguards before submission. The restriction does not remove legal duties if excluded data arrive accidentally. Send a sanitised incident description through support, without copying the sensitive material into the report.
2. Reports and human assessment
Anyone may report specific allegedly illegal hosted content, abuse or a vulnerability to support@novasean.com. Identify the service or exact electronic location, explain why it is allegedly illegal or harmful, provide contact details where required by law, and give a good-faith statement that the information is accurate and complete. Do not send unnecessary personal data. A disagreement or offensive opinion alone is not proof of illegality.
We must assess notices and available evidence diligently and objectively, considering applicable law, the agreed rule, seriousness and urgency, context, affected rights and narrower measures. Decisions may request clarification or correction, restrict particular content or access, or suspend or end an affected service where justified. This agreement does not create a general duty to inspect all customer content or assert that a particular automated detection tool is deployed. A disputed decision must be assessed by a person; an automated score alone is not its justification.
3. Proportionate action, reasons and review
Where practicable we give you an opportunity to correct the problem. Urgent harm or a binding legal duty may require immediate action. Restrictions must be no broader or longer than necessary and must not automatically erase data or remove lawful retrieval rights.
For a restriction based on alleged illegality or incompatibility with these terms, we give the affected recipient the statement of reasons required by Article 17 of the Digital Services Act at the latest when imposed, where relevant contact details are known, subject to the statutory exception for deceptive high-volume commercial content. The statement identifies the measure, relevant scope and duration, facts, notice or own investigation, relevant automated processing, legal or contractual ground and reasons, and available redress.
Request review through support with the decision reference and your reasons. A human reviewer must consider it and correct an unsupported restriction. The proprietor handles unresolved complaints. This voluntary process does not remove any statutory remedy or assert that every hosting service is an online platform subject to platform-specific complaint rules.
4. Privacy, unintended receipt and legal duties
Suspected unintended receipt of excluded data escalates to the proprietor through the secure incident arrangement initiated via support. We limit unnecessary access, record only a sanitised description, contain risk, assess duties and obtain an authorised retention/disposal instruction. We do not treat the exclusion as permission to inspect, copy or delete customer content indiscriminately. The DPA continues to govern personal data, including mandatory breach duties.
Where information gives rise to suspicion of a criminal offence involving a threat to life or safety, we make the notification required by Article 18 DSA. Other authority disclosures require a lawful basis and appropriate validation. We minimise disclosures and respect confidentiality, required reasons and redress. Material policy changes follow the Terms' notice and agreement process. The DPA and schedule prevail within their respective scope.