Abuse complaint procedure

Revised on 7 November 2026.

This procedure applies to domain names served by Individual entrepreneur (FOP) Oleksandr Anatoliiovych Liakhovets (LuxSite) as a registrar, as well as websites and email on our servers.

Where to send a complaint

We accept complaints at abuse@luxsite.agency. This address operates 24/7. You can write in Ukrainian, English or Russian. We will also process complaints sent to other addresses, but this may take longer.

What we handle

  • phishing and fake websites of banks, government entities and other services
  • malware distribution and botnet management
  • spamming from domain names or servers served by us
  • fraud
  • trademark and copyright infringement if the resource is hosted on our servers
  • other content whose distribution is prohibited by Ukrainian law

What to include in a complaint

  • your name or organization name and reply address
  • domain name and exact web page URLs or full email headers
  • description of the violation and its type from the list above
  • evidence: screenshots, logs, file hashes, date and time with time zone
  • for rights infringement complaints: proof of rights and power of attorney if submitted by a representative
  • confirmation that information in the complaint is accurate

If a complaint lacks a domain name, description or evidence, we will ask for the missing details.

Timelines

  • we send receipt confirmation within one business day
  • phishing, malware and botnet complaints receive high priority and are usually processed within 24 hours, including weekends
  • we process other complaints within 5 business days after receiving complete details

Our actions

  1. We verify whether we serve this domain name or resource and check if the violation is confirmed.
  2. We notify the registrant or hosting client about the complaint and ask to fix the violation within a reasonable time. We share complainant details only with their consent.
  3. If the violation is confirmed and the registrant fails to respond or fix it, we may suspend domain delegation (clientHold status) or restrict hosting according to the client agreement. If phishing or malware threatens users, we suspend immediately and notify the registrant afterwards.
  4. We inform the complainant about the result.
  5. If the website is hosted by another provider, we advise the complainant where to address content issues.

What we do not do

  • we do not resolve domain name rights disputes: they are handled by a court or administrative panel under the UA-DRP Dispute Resolution Policy
  • we do not transfer a domain name to another person without a court ruling, UA-DRP decision or registrant request
  • we do not disclose registrant data without legal grounds (see Registrant Personal Data Processing Terms)
  • we do not remove content from websites hosted by other providers

Requests from public authorities

We accept official requests from courts, law enforcement and other authorized authorities at abuse@luxsite.agency or by mail to: 99/1 Peremohy Ave, apt. 1, Kyiv, 03115, Ukraine.

Other registrar contacts