Acceptable use, reporting, and appeals policy
Lawful service use, community conduct, misuse reports, proportionate enforcement, and human appeals across Solarius.
Last revised: October 23, 2026
This Acceptable Use, Reporting and Appeals Policy ("Policy") establishes the use and conduct obligations applicable to Solarius B.V. ("Solarius") services, customer-authorized activities, and official channels within their stated scope. It is incorporated into a service agreement to the extent that agreement expressly provides. It also establishes the reporting and review process for restrictions within Solarius's control. Accepted product rules, negotiated agreements, and mandatory rights retain their respective scope and precedence.
Authorized use
Customers and users shall access or provide only accounts, systems, software, data, and content for which they hold the necessary rights and permissions. They shall maintain authority appropriate to the activity and safeguard the related credentials and business contacts. A public endpoint, paid subscription, or available feature does not authorize monitoring a person, testing another system, or disclosing private information.
No customer or user shall use, or knowingly permit use of, the services for fraud, phishing, credential theft, unlawful impersonation, child exploitation, unlawful intimate content, credible violent threats, or infringement of another person's rights. Prohibited conduct includes unauthorized access to another tenant, evidence tampering, deployment of malware to unauthorized targets, traffic spoofing, abusive relaying, evasion of metering or valid restrictions, and interference with shared infrastructure or storage ownership.
DoS/DDoS, resource exhaustion, credential attacks, and disruptive scanning are prohibited outside a separately approved engagement. Security research follows the security policy. Lawful resource-intensive work remains subject to purchased capacity and agreed workload restrictions. Accidental spikes, failed retries, and configuration mistakes are assessed in context.
Privacy and product boundaries
Collect only information necessary for a lawful purpose, restrict sensitive access, and apply appropriate retention. Employee monitoring requires the customer's lawful basis, notices, required consultation, proportionate categories, and authorized reviewers. A general employment relationship does not authorize every interception or capture method. Do not use the services for stalking, unlawful covert surveillance, or discriminatory profiling.
Intentional processing of specially regulated information requires an expressly supported, lawfully agreed scope. Incidental sensitive security evidence requires minimization and restricted handling. Do not place secrets, private evidence, or personal records in public labels or unrestricted messages.
Infra use must respect workload authority, licensing, network integrity, storage safety, and purchased capacity. Guard use must respect assessment scope, purpose-limited collection, response approvals, and non-sensitive intelligence sharing. Status use must respect target permission, publication choices, confirmed subscriber destinations, and unsubscribe. One product's permissions do not authorize another product's operations.
Each party must comply with applicable export controls and sanctions. Do not misrepresent an end user, use, or destination to evade a binding restriction. A customer-selected integration remains subject to its owner's permissions and the integration terms.
Conduct and communications
Official forums, support interactions, contribution spaces, and events must be free from threats, targeted harassment, doxxing, exploitation, unlawful discrimination, and deliberate intimidation. Lawful criticism, unfavorable reviews, technical debate, comparisons, and good-faith complaints are permitted. Do not impersonate a participant or Solarius representative, fabricate evidence, distribute malicious links, or engage in repetitive deceptive promotion.
Post only material you are authorized to share. Do not expose another person's private contact details, customer records, live credentials, or unremediated sensitive proof. Public content can be copied externally; that limitation does not remove Solarius's duty to act on a valid request within its control.
Do not send unsolicited abusive bulk messages, repeatedly trigger verification messages to harass someone, evade unsubscribe, or repurpose operational subscriber lists for marketing without a lawful basis. Subscriber confirmation, browser permission, and optional tracking consent are separate choices. A community disagreement does not automatically justify cancelling unrelated paid services.
Reporting and enforcement
Use the product report control or help@solarius.me. Identify the exact URL, account, message, or resource, product, UTC time, facts, and safe reply contact. For alleged illegality, identify the jurisdiction and basis if known and confirm the information is accurate to the best of your knowledge. A report must locate specific conduct; it does not authorize a search of private customer systems.
Use copyright reporting, security reporting, or government requests for those matters. Submit minimal redacted evidence. Do not acquire more private data or copy illegal material to support a notice. Immediate physical danger requires local emergency services.
Solarius shall assess a report on its merits, taking account of credibility, urgency, applicable legal and contractual rules, actual service control, lawful expression, demonstrated impact, intent, recurrence, and whether a narrower effective remedy is available. A restriction shall rest on an identified legal or contractual basis and remain subject to the applicable notice, cure, and review requirements. A report is an allegation. Solarius can request necessary clarification, but shall not demand evidence obtainable only through unauthorized access. Legally required priority for a designated trusted flagger applies only in its actual statutory scope.
Possible measures include clarification, warning, correction, a targeted content or feature restriction, suspension, or termination under the applicable agreement. Ordinary notice and cure periods remain controlling. Serious ongoing harm, active compromise, binding law, or evasion of a justified restriction might require immediate action. Customer cooperation must remain proportionate and within lawful authority.
Any enforcement measure shall be proportionate to the substantiated risk or breach, limited to the scope and duration reasonably necessary, and subject to correction when its basis is resolved. Enforcement under this Policy does not independently authorize deletion of customer data, forfeiture of prepaid fees, or waiver of a contractual remedy. In particular, ordinary Status entitlement suspension retains its read-only and export protections. A specific unlawful public item, abusive monitor, or compromised session requires its own targeted justification. Quota enforcement is not a deletion process.
Reasons and protected information
When required by law or contract, Solarius shall state the affected scope, action, relevant facts and rule, whether the basis is illegality or a contractual restriction, material automated assistance, and review routes. Reporters receive the outcome to the extent lawful. An unexplained label is insufficient where reasons are required and can safely be supplied.
Notice or detail can be limited or delayed only for a binding prohibition or a specific legally justified safety or investigation risk. Solarius shall limit the restriction to its necessary scope and duration. Reporter identities and sensitive evidence are not automatically forwarded in full, but sufficient relevant context and legally required particulars must be available for a fair response.
Complaints and appeals
An affected person, authorized business representative, eligible reporter, or lawful agent can email help@solarius.me with the decision reference, date, disputed facts or rule, requested outcome, and safe reply contact. Suspended users can appeal by email without signing in. No support purchase or appeal fee is required. Authority verification must be proportionate; request an accessible alternative if the verification method is unavailable to you.
Enforcement complaints are accepted for at least 6 calendar months after notice, subject to longer mandatory rights. Later material evidence, unavailable notice, or an unresolved statutory right remains reviewable. Specific copyright counter-notices, privacy requests, bounty reviews, and payment disputes follow their procedures; routing shall not reset a legal deadline.
An authorized person shall conduct or meaningfully supervise a substantive review and, when practicable, shall not be the sole original decision-maker. A complaint shall not be rejected solely because an automated system produced the original decision or because the complainant lacks a paid support entitlement. Review must consider evidence, context, proportionality, and alternatives. Solarius aims to acknowledge within 5 business days and give a reasoned outcome within 20 business days after necessary information is received. Business days exclude weekends and Dutch public holidays. Explain any extension and next update; shorter mandatory deadlines prevail.
The response shall uphold, vary, reverse, or continue investigation of the decision, explaining the main reasons, corrective action, remaining blockers, and escalation. Restoration within Solarius's control shall occur without undue delay when warranted. Restoration cannot revive data already lawfully expired or recall independently held copies. Refund and mandatory remedies remain available on their own terms.
Unresolved issues can be escalated to legal@solarius.me. Privacy authorities, relevant Digital Services Coordinators, qualified settlement bodies, payment providers, and courts remain available when applicable. Internal review is not a prerequisite to urgent or protected external relief and does not impose arbitration or a release.
Abusive reports and recordkeeping
Good-faith criticism, uncertain reports, a reasonable billing dispute, and exercise of privacy rights shall not attract retaliation. Knowingly false notices, impersonation, threats, coordinated harassment, and manifestly abusive repeated submissions can be restricted proportionately, with legally required warning and review. An unsuccessful report alone is not abuse, and material new evidence must still be considered.
Case records are used only for handling, accountability, lawful service improvement, and necessary legal purposes under the Privacy Policy. Confidentiality protects unrelated people; it shall not be used to withhold the legally required substance of a decision. A person need not accept unrelated silence or waiver terms to obtain review.