Court Order & Subpoena Policy

Our principles

• We protect our customers' privacy.
• We disclose customer information only when the law requires it and the request is valid.
• We disclose only what the request clearly covers.

How to send a request

Email legal@hostelevate.com from an official email address. If formal service by post is required, email us first and we will give you the correct address. We do not accept legal requests through support tickets, live chat or social media.

Please include:

• the authority or court that issued the request, and a case or reference number;
• the legal basis for the request;
• the domain, IP address or account concerned, and the time period;
• the specific information requested; and
• the name and contact details of the person handling the request, and any deadline.

Jurisdiction

We respond to valid legal process that applies to HostElevate. Requests from other countries may need to go through international legal assistance procedures, such as a mutual legal assistance treaty. Where the law allows, we may voluntarily share limited information that does not include the content of a customer's data.

What we may disclose

• Account information: such as name, email address, billing address, the services on the account, sign-up date and IP addresses used to log in.
• Records: such as billing records and logs.
• Content: such as website files or email. We disclose content only with a search warrant or an equivalent court order.

Logs are kept for limited periods, so some information may no longer exist. We can only provide what we hold.

Telling the customer

We tell the customer before we disclose their information, unless the law or a court order prohibits it, or telling them would put someone at risk or harm an investigation. When the restriction ends, we may tell the customer.

Emergency requests

If there is an immediate risk of death or serious physical injury, email legal@hostelevate.com with "EMERGENCY" in the subject and explain the situation. We review these requests first and may disclose only the information needed to deal with the emergency. Formal legal process should follow.

Preservation requests

Authorities can ask us to preserve specific records while they obtain legal process. We preserve them for 90 days, and for one more period of 90 days if asked. Preserving data does not mean we disclose it. Disclosure still needs valid legal process.

Civil cases

When we receive a subpoena in a civil case, we tell the customer and give them a reasonable time, usually 10 business days, to object or seek a court ruling before we respond, unless a court orders otherwise.

Costs

Where the law allows, we may ask the requesting party to cover the reasonable cost of large or complex requests.

Limits

We do not give legal advice. We may challenge or narrow requests that are unclear, too broad, wrongly served or outside our jurisdiction.

Questions

For questions about this policy, email legal@hostelevate.com.