Abuse policy

Our commitment

We want every customer, partner and visitor to have a safe, respectful and reliable experience with PHPTRAVELS. Our team supports customers around the world, around the clock, and we protect them and our systems with a zero-tolerance approach to abuse. This policy forms part of our terms and conditions.

What counts as abuse

Abuse is any behaviour that harms our staff, our customers, our systems or third parties, or that misuses our services. It includes, but is not limited to:

• Threats, harassment, insults, discrimination or any other rude, hostile or disrespectful conduct towards our staff, in any channel.
• Repeated or deliberately disruptive contact, such as spamming our support, sales or social channels.
• Fraud, chargeback abuse, false claims, impersonation or any attempt to obtain products, services or refunds dishonestly.
• Sharing, reselling, publishing or redistributing the PHPTRAVELS source code or licence keys in breach of your licence.
• Attempting to attack, probe, overload or gain unauthorised access to our websites, servers, demo installations or customer accounts.
• Using a PHPTRAVELS installation for illegal activity, deception of travellers, or the distribution of malware, spam or illegal content.
• Infringing the intellectual property or privacy rights of PHPTRAVELS or of others through our services.

Professional communication

Respectful, professional communication builds trust and gets problems solved faster. We expect every customer to communicate with our staff courteously, through the proper channels: the support desk, email, WhatsApp or the contact page.

Disagreements and disputes happen. Raise them clearly and professionally and we will work through them with you. Rude, abusive or threatening behaviour towards our staff will not be tolerated under any circumstances and ends the conversation.

Consequences of a violation

We take every violation seriously. Depending on its nature and severity, and whether it is a first or a repeated incident, the consequences may include:

• A written warning and a request to correct the behaviour.
• Restriction of support to written channels only.
• Temporary suspension of support, services or account access.
• Permanent termination of the account, the licence and all services, with no refund.
• Reporting to payment providers, hosting providers or law enforcement, and legal action where appropriate.

In severe cases, such as threats, fraud or attacks on our systems, we may terminate the account and all services immediately and permanently, without prior warning and with no possibility of a refund.

How to report abuse

If you experience or witness abuse involving PHPTRAVELS, our staff or a PHPTRAVELS installation, please tell us:

• Collect what you can: screenshots, messages, URLs, dates and times, and the accounts involved.
• Send the report by email to info@phptravels.com with "Abuse report" in the subject line, or through the contact page.
• We acknowledge every report, investigate it confidentially and take the appropriate action. We keep the identity of reporters confidential wherever the law allows.

To report a website built on PHPTRAVELS that you believe is operating illegally, include the domain and a description of the issue; we will review it and act within our ability as the software vendor.

Appeals

If we have restricted or terminated your account and you believe the decision is wrong, you may appeal once, in writing, within 14 days of the decision. Explain what happened and why you believe the decision should be reconsidered. We review every appeal and reply with a final decision.

Changes to this policy

We may update this policy from time to time. The date at the top of this page tells you when it last changed. Continuing to use our services after a change is posted means you accept the updated policy.

Contacting us

Questions about this policy, or a report to make? Contact us through the contact page, by email at info@phptravels.com, or on WhatsApp.