Complaints Policy

Version: 1.0

Effective date: 24 July 2026

Last updated: 24 July 2026

We aim to resolve complaints fairly, promptly and without reducing statutory rights. This process covers service, billing, support, accessibility, privacy, online-safety and policy-enforcement complaints. Abuse or illegal-content reports should first use the Abuse and Illegal Content Policy.

1. Before making a complaint

For an active technical fault, open a support ticket at https://hionet.com/tickets. If the response or outcome is unsatisfactory, label the next message as a formal complaint.

2. How to complain

Email [email protected] with the subject “Formal complaint”, or write to:

hionet
Ionut-Laurentiu Hurmuz
Flat 1, The Granaries
Bepton Road
Midhurst
GU29 9LU
United Kingdom

The telephone number is not a support or complaint channel. Include your name, account email, order or ticket number, what happened, relevant dates and evidence, the effect on you and the outcome sought. Do not send passwords, bot tokens, private keys or unnecessary sensitive data.

Accessibility assistance or a reasonable communication adjustment can be requested through the same contact.

3. Our process

We aim to:

  • acknowledge a formal complaint within 2 UK business days;

  • identify urgent security, access, illegal-content or consumer deadlines immediately;

  • investigate relevant account, communications and technical records;

  • provide an update if the investigation will take longer than 10 UK business days; and

  • issue a reasoned final response within 20 UK business days, or explain the delay and expected response date.

We may ask for information reasonably necessary to verify identity, authority or the facts. Wherever practicable, a person not responsible for the disputed decision will review an escalated complaint.

Possible outcomes include an explanation, correction, restored access, repeat performance, technical remedy, apology, account adjustment, refund where due, policy review or no action where the complaint is not upheld. Confidentiality and privacy may prevent us from disclosing another customer's information or detailed security controls.

4. Escalation

If dissatisfied, reply within 14 calendar days of the final response, ask for final internal review and state what was missed. We will provide a final position or identify any further internal step.

Privacy complaints may be made to the UK Information Commissioner's Office. Consumers may also have access to courts, payment-provider processes, local consumer authorities or a statutory alternative dispute-resolution mechanism that applies to the particular dispute. hionet is not currently a member of a voluntary alternative dispute-resolution scheme.

Nothing in this policy limits a right to seek urgent relief, use a chargeback lawfully or bring proceedings under mandatory law.

5. Online-safety complaints

Complaints about content reporting, removal, restriction, account action or a decision not to act can be submitted through the same process. Include the abuse-report ticket reference and identify the content, decision and requested outcome. We will consider whether the decision was consistent with our published policies and applicable law. A different reviewer will be used where reasonably practicable.

6. Fair use and non-retaliation

We will not penalise a person for a good-faith complaint. Threats, harassment, knowingly false evidence or excessive duplicate contacts may be channelled to one written contact or restricted proportionately, without blocking legitimate issues or statutory rights.

7. Records and privacy

We retain complaint records according to the Privacy Notice to investigate, improve Services, meet legal duties and handle claims. Information is shared only where necessary and lawful.