If you encounter a violation of the service usage rules, it is important to properly and promptly file an abuse complaint. This section explains how to do so to ensure your report is accepted and processed in accordance with the established requirements. You can find details about what specific content is prohibited at Zomro and which complaints are urgently forwarded to the client in the Public Offer Agreement.
The following activities are prohibited: brute-force password attacks, port scanning, spam (scripts designed to send messages to forums, chats, feedback forms, emails, etc.), supporting hacking, cracking, phishing, or other illegal activities on the Internet.
How to Prepare an Abuse Report?
Step 1: Preparing the Report
To file a complaint, you need to prepare a report containing the following mandatory information:
Complaint Text: The report must be written in plain text, without attachments (.zip, .doc, .pdf, or other formats). This requirement ensures the security of data processing.
Contact Information: Provide your email address and name. This is necessary so that Zomro staff can contact you if additional information is required.
IP Address and Server ID: The complaint must include a valid IP address or service ID associated with Zomro.
Evidence: It is crucial to provide evidence of the violation. This can include logs, screenshots, URLs, or data from external websites that support your claim.
For cases involving IPTV or live video streaming, a screenshot is required as evidence.
For copyright violations, include a link to the original content.
For incidents related to hacking attacks, network logs are required.
Complaint Language: The report must be written in English, Russian, or Ukrainian.
One Case per Complaint: Each complaint should address a single specific case. If you wish to file complaints for multiple IP addresses or URLs, you must submit separate reports for each case.
Specific Cases: For trademark violations, provide trademark registration details. For copyright complaints, include a link to the original content.
If a site/domain is protected by Cloudflare, unfortunately, we cannot locate the service directly. In such cases, file a complaint with Cloudflare → They process it and forward it to us with the real IP of the domain → we can easily locate the server using this IP and block it.
Once all the data is prepared, send your report to Zomro’s abuse department at the following email address: [email protected]. Alternatively, use the complaint submission form on the contact page.
Step 2: Response to the Complaint
Upon receiving the complaint, Zomro will forward it to the client, who must resolve the issue within 48 hours in accordance with the Acceptable Use Policy (AUP). If the client fails to meet the requirements within the specified timeframe, Zomro may take action, including blocking the IP address (null-route).
Step 3: Timelines and Process
Zomro processes abuse complaints in accordance with established timelines. Response time depends on the complexity and urgency of the case, but the company strives to resolve all issues as quickly as possible. It is important to note that decisions are made in compliance with all security standards and procedures.
We take rule violations and abuse seriously. To ensure your report is accepted and processed quickly and correctly, follow all the specified requirements when preparing your complaint. Your cooperation will help promptly resolve the issue and restore order.