This acceptable use policy sets out how the Customer may use the Services of WIWO Media, a trade name of CW Nederland B.V. The policy forms part of the Agreement and supplements the terms and conditions (in particular Articles 3.5, 7.4, 28, 29, 31 and 55.4). Capitalised terms have the meaning given to them in the terms and conditions. We apply these rules to offer every customer a secure, fast and reliable service and to protect the reputation of our servers and networks.
This English version is provided for convenience. In case of any discrepancy, the Dutch version prevails.
Article 1. Scope
1.1 This policy applies to all Services of WIWO Media, including web hosting, email hosting, VPS and servers, domain names, telephony and software licences.
1.2 The Customer is responsible for all use of the Services through its account, including use by its staff, users, customers and visitors, and by third parties who gain access through its login details or through vulnerable software on its website or server.
1.3 Some rules apply only to shared hosting, where several customers use the same server. Where this is the case, it is stated explicitly. A VPS or dedicated server allows more freedom in the use of capacity, but the prohibitions in Articles 2 and 3 apply in full.
Article 2. Prohibited content
2.1 The Customer may not use the Services to store, publish or distribute content, or to link to it (through hyperlinks, torrents or otherwise), that:
- depicts or promotes the sexual abuse of children (child sexual abuse material);
- is terrorist in nature, or incites violence, hatred or discrimination on the grounds of origin, religion, gender, sexual orientation, disability or other personal characteristics;
- is defamatory, threatening or insulting;
- infringes copyright, trademark rights, database rights or other intellectual property rights of third parties, including offering unauthorised copies of software, films, music or books;
- violates the privacy of others, such as publishing personal data without a legal basis, disclosing someone's home address or other details in order to intimidate that person (doxing), or distributing covertly recorded or intimate images without consent;
- is intended for fraud or deception, such as fake web shops, false invoices, investment fraud or impersonating banks, public authorities or other organisations;
- facilitates trade in or the offering of illegal goods or services, such as narcotics, weapons, stolen data or forged documents;
- is otherwise contrary to Dutch law or to the law applicable to the Customer or WIWO Media.
2.2 This prohibition also applies if the content would be lawful in the country where the Customer or its visitors are located, insofar as the content is contrary to Dutch law.
Article 3. Prohibited conduct
3.1 The Customer may not use the Services for:
- sending unsolicited commercial or bulk messages (spam), whether by email, text message, messaging services or telephone;
- phishing, meaning attempts to obtain login details, payment details or other sensitive information through imitation websites, emails or messages;
- distributing, hosting or controlling malware, such as viruses, ransomware, trojans, botnets or command and control servers;
- attacking systems or networks, including (D)DoS attacks, unsolicited port or network scanning, brute force attacks on login pages and attempts to gain unauthorised access to systems or data (hacking);
- operating open mail relays, open proxies, open DNS resolvers or other services that third parties can use for abuse;
- concealing or falsifying the origin of messages or connections, such as forging sender addresses or email headers;
- circumventing the separation between accounts, security measures or usage limits put in place by WIWO Media;
- deliberately or negligently overloading servers or networks in a way that affects other customers or internet users;
- in the case of telephony: falsifying or misleadingly displaying caller ID (number spoofing), unsolicited automated calls (robocalls), telemarketing in breach of the law, and reselling call minutes or using the service as a call routing platform for third parties without agreement;
- any other act which the Customer knows or can reasonably suspect will hinder or cause damage to WIWO Media, other customers or internet users.
3.2 Security research on WIWO Media's systems is only permitted within the rules of our responsible disclosure policy.
Article 4. Additional rules for shared hosting
4.1 On shared hosting, the Customer may not:
- mine cryptocurrency or run other compute-intensive processes that are not required for the operation of a website;
- start background processes, daemons or permanently running scripts (such as bots, game servers, chat servers or IRC services) without the prior written consent of WIWO Media;
- use the hosting primarily as storage for files, archives or backups that do not belong to a website or mailbox;
- offer or use torrent services, peer-to-peer exchange or other forms of file sharing;
- operate streaming, download or media sites whose volume of traffic or files places a disproportionate load on the servers;
- run cron jobs more frequently than necessary.
4.2 If the Customer needs any of the applications listed above, WIWO Media will gladly advise on a suitable alternative, such as a VPS.
Article 5. Fair use
5.1 Where a package is described as "unlimited", for example for data traffic, email accounts or databases, WIWO Media does not apply a fixed limit. Use must, however, be in line with normal use by a website or organisation of the size the package is intended for.
5.2 In assessing whether use is fair, WIWO Media considers, among other things, the use of processing power (CPU), memory, the number of concurrent processes and connections, the number of files (inodes), the size of databases and the volume of data traffic and email sent, compared with similar accounts.
5.3 WIWO Media may set technical limits per account to safeguard performance for all customers. If a website reaches these limits, it may temporarily respond more slowly or return errors.
5.4 If the Customer structurally exceeds fair use, WIWO Media will first contact the Customer to find a solution together, such as optimising the website, cleaning up data or moving to a more suitable package or a VPS. Only in the event of acute overload affecting other customers may WIWO Media intervene technically straight away, as provided in Article 29.3 of the terms and conditions.
Article 6. Rules for sending email
6.1 The Customer sends commercial email and newsletters only to recipients who have given prior consent (opt-in), or to existing customers within the limits set by law. WIWO Media recommends confirmed opt-in, where recipients confirm their subscription through a confirmation email.
6.2 Every commercial email or newsletter:
- contains a clear and working unsubscribe link, and unsubscribe requests are processed immediately and free of charge;
- shows a recognisable sender with correct contact details;
- has a subject line that is not misleading about the content.
6.3 The Customer may not use purchased, rented or harvested address lists, or collect addresses by scraping websites or other sources (harvesting).
6.4 The Customer handles bounces properly: addresses that do not (or no longer) exist or that repeatedly reject messages are removed from the mailing list.
6.5 The Customer uses correct SPF, DKIM and DMARC settings for its domain names. WIWO Media can help with this for domain names hosted with WIWO Media.
6.6 WIWO Media applies hourly and daily sending limits per account to prevent abuse and to protect the reputation of its mail servers. The applicable limits are available on request. If the Customer wishes to send newsletters or bulk email above a volume consistent with fair use, it does so through a dedicated newsletter delivery service and not through the hosting mail servers.
6.7 If the Customer's emails lead to a high number of complaints or bounces, or to an IP address or domain name being listed on a blocklist, WIWO Media may restrict or stop sending from the account concerned until the cause has been resolved.
Article 7. Passwords and account security
7.1 The Customer uses strong and unique passwords, not reused for other services, for the Customer Portal, the Control Panel, mailboxes, FTP and SSH accounts, website administration areas and telephony accounts.
7.2 The Customer enables two-factor authentication wherever available, in any case for the Customer Portal and for website administrator accounts.
7.3 The Customer changes default passwords immediately, for example for new administrator accounts, devices and software, and removes accounts of staff or third parties who no longer need access.
7.4 WIWO Media never asks for passwords or payment details by email. Emails from WIWO Media only come from addresses ending in @wiwomedia.nl or @cwnl.eu. If the Customer is in doubt about whether a message is genuine, it contacts us at info@wiwomedia.nl or +31 10 340 04 44.
7.5 If the Customer suspects that a password has been compromised or that an account has been misused, it changes the password immediately and informs WIWO Media.
Article 8. Keeping software up to date
8.1 The Customer keeps the software it installs and manages itself up to date, such as a CMS (for example WordPress), plugins, themes, frameworks and its own code. Software that no longer receives security updates is replaced or removed by the Customer.
8.2 The Customer removes unused installations, plugins and themes, and does not install software from untrusted sources, such as illegally distributed versions of paid plugins.
8.3 If the Customer has a Maintenance and SLA package, WIWO Media carries out maintenance as described in Part E of the terms and conditions and in the service level agreement.
Article 9. Measures taken by WIWO Media
9.1 If WIWO Media detects a breach of this policy, or receives a report about one, it may take the following measures, depending on the severity and urgency:
- inform the Customer of the breach and ask it to end the breach within a reasonable period;
- issue the Customer with a warning;
- quarantine or remove files containing malware or malicious code;
- block a mailbox or restrict outgoing email, and require a password change;
- suspend or disable the specific item to which the breach relates, such as a single website, mailbox, script, number or server, rather than the entire account;
- suspend the Service in full;
- terminate or rescind the Agreement in the event of a serious or repeated breach.
9.2 WIWO Media always chooses the least intrusive measure that is reasonably sufficient. In the event of acute danger, such as an active infection, the sending of spam or phishing, an attack originating from our systems, manifestly criminal content or a threat to the stability of the servers, WIWO Media may act first and inform the Customer immediately afterwards.
9.3 If WIWO Media takes a measure against the Customer's content or use, it informs the Customer with a clear and specific statement of reasons, as referred to in Article 17 of the Digital Services Act: what measure has been taken and for how long, on the basis of which facts and circumstances, whether automated means were used, on which legal or contractual ground, and what options the Customer has to challenge the measure. The Customer can object through the complaints procedure and can always go to court.
9.4 The powers of WIWO Media and the consequences of measures are further governed by Article 12 (suspension and termination) and Article 30 (notices of unlawful content and content moderation) of the terms and conditions.
9.5 The reasonable costs of cleaning up an infection, restoring a compromised website or mailbox, or having an IP address or domain name removed from a blocklist as a result of a breach by the Customer may be charged as additional work. WIWO Media consults the Customer in advance about work the Customer can carry out itself.
9.6 A measure is lifted as soon as, in WIWO Media's judgement, the cause has been resolved and there is no longer a risk of recurrence. The Customer's payment obligations continue during a measure.
Article 10. Reporting breaches
10.1 Anyone can report content or conduct on the Services that they consider unlawful or contrary to this policy, through the procedure at /en/report-abuse or by email to abuse@wiwomedia.nl.
10.2 Vulnerabilities in WIWO Media's systems can be reported in accordance with our responsible disclosure policy.
Article 11. Changes
11.1 WIWO Media may amend this policy, for example where new forms of abuse or new legislation make this necessary. Article 22 of the terms and conditions applies to amendments. The current version is available at /en/acceptable-use-policy.