Abuse Reports and Claims

Any interested party may report abuse involving a domain name sponsored by EuroDNS, including DNS Abuse (as described below) and any illicit use of EuroDNS's services.

Reports can be submitted through our contact form. No account or login is required: you only need to provide an email address so that EuroDNS can reply to you.

Our legal department is reachable via a:

• Form or 
• Phone at +352 27 220 150

Upon submission of your report, you will receive an automated acknowledgement and a tracking number. This confirmation identifies EuroDNS, the reported domain name(s) and the date of submission, so that you can demonstrate that your report was submitted.

To enable EuroDNS to act quickly, please include in your report the complete URL where the abuse is located (written in a "defanged" form, for example example[.]tld/page[.]html, so that it cannot be clicked by mistake), evidence of the abuse such as a screenshot (for a phishing attempt, showing what the phishing page impersonates), the type of abuse alleged and any other relevant information. Reporters are encouraged to follow the Contracted Parties House Guide to Abuse Reporting.

A report that is incomplete is still investigated. In that case, EuroDNS takes into account the information it can reasonably access, such as the name servers, the account information and activity, and the content of the reported web page.

Abuse is often best addressed by the party that controls the affected service, such as the email service provider or the hosting provider. More information on the relevant service providers can be found at acidtool.com.

For the purposes of this page, "DNS Abuse" means malware, botnets, phishing, pharming and spam (when spam is used to deliver any of the other four), as defined in section 2.1 of the Security and Stability Advisory Committee report SAC 115:

• Malware: malicious software installed or run on a device without the user's consent, such as viruses, spyware or ransomware;
• Botnets: networks of Internet-connected computers infected with malware and controlled remotely by an attacker;
• Phishing: tricking people into revealing sensitive personal, corporate or financial information, through fraudulent emails or copycat websites;
• Pharming: redirecting users to fraudulent sites or services by tampering with DNS entries, for example through DNS hijacking or poisoning;
• Spam: unsolicited bulk email, but only when it is used to deliver one of the other types of DNS Abuse.

When EuroDNS has actionable evidence that a domain name it sponsors is being used for DNS Abuse, EuroDNS promptly takes the appropriate mitigation action(s) reasonably necessary to stop, or otherwise disrupt, that use. Evidence is actionable when the information available to EuroDNS is sufficient to determine reasonably whether the domain name is being used for DNS Abuse.

The action taken depends on the circumstances, in particular the cause and severity of the harm and the possibility of collateral damage. It may include:

• suspending the domain name, where this is technically possible for the extension concerned;
• applying a transfer lock to prevent the measure from being circumvented, where available and in compliance with the applicable transfer rules;
• notifying the registrant, the site operator and/or the hosting provider, and requiring that the abusive content be removed by a reasonable date set by EuroDNS.

The measures available depend on the extension concerned and on the rules of the registry operating it.

Where a legitimate domain name has been compromised without the registrant's knowledge, or where the abuse relates to a subdomain, suspending the domain name would also cut off legitimate content, email and other services, since a registrar can only act at the level of the second-level domain name. In such cases, EuroDNS may instead notify the registrant, the site operator and/or the hosting provider and require remediation.

As the appropriate response varies with each case, EuroDNS does not commit to a fixed timeline. EuroDNS investigates and acts as soon as possible, with an attentiveness commensurate with the potential harm, and gives priority to abuse that may cause imminent harm to end users.

EuroDNS is not required to take any action in contravention of applicable law.

Pursuant to applicable laws, EuroDNS allows any interested party to report any illicit use of its services. Beyond DNS Abuse, EuroDNS suspends its services on its own initiative where a blatantly illicit use of those is made, such as in cases falling under articles 379, 457-1 and 496 of the Luxembourg Criminal Code (fraud, child pornography, incitement to racial hatred...).

Any other type of dispute must be settled directly between the reporter and the applicable EuroDNS customer.

Our legal department reviews each report in a timely fashion and the appropriate action is taken. The reporter is kept fully informed by email of EuroDNS's actions, if any.

EuroDNS documents its receipt of, and response to, every report. These records are kept for the shorter of two (2) years or the longest period permitted by applicable law, and are provided to ICANN upon reasonable notice.

Law enforcement agencies having jurisdiction in Luxembourg, as well as consumer protection and other similar authorities designated by the Luxembourg government, may contact us during business hours to get access to a dedicated contact line, monitored 24 hours a day, seven days a week, which enables them to send their urgent requests outside business hours. This dedicated line is reserved for authorities having jurisdiction in Luxembourg; reports from other authorities should be submitted through the contact form described above.

Well-founded reports of illegal activity submitted through this line are reviewed within 24 hours by an individual empowered by EuroDNS to take the necessary and appropriate actions in response. EuroDNS is not required to take any action in contravention of applicable law.

Customers' claims should be sent to the EuroDNS legal department and will be reviewed and investigated within 10 Working Days of their receipt. The original communication will be acknowledged within 3 Working Days and its sender will always be kept fully informed by email of EuroDNS's actions, and the results of the investigation within this timeframe. Should the result of the investigation not be to the satisfaction of the Customer, they should write by registered post to:

EuroDNS Complaints
24, rue Léon Laval, L-3372 Leudelange, Luxembourg

This will then be acknowledged as per the prior procedure but will be reviewed by senior staff.

If you believe that EuroDNS is breaching its obligations as an ICANN accredited registrar, you may lodge a complaint with ICANN by following the instructions displayed at this address: https://www.icann.org/compliance/complaint