Customer Verification & KYC Policy
Our commitment to providing secure and reliable hosting services
At server.net, we are committed to maintaining a secure, trustworthy environment for all our customers. As a UK-registered company operating premium hosting infrastructure across Europe, we implement a robust customer verification process to ensure the integrity of our services and comply with UK and EU regulations.
Why We Verify Customer Identity
Our verification process serves several important purposes that benefit both our business and our customers:
Legal Compliance
We comply with UK and EU regulations, including anti-money laundering (AML) laws and financial institution requirements
Network Security
Protecting our infrastructure and all customers from fraudulent activities, cybercriminals, and service abuse
Service Quality
Maintaining a professional environment that benefits legitimate businesses and organisations
Regulatory Compliance
Responding appropriately to copyright holders and regulatory authorities when required
Our Promise to You
We strive to make the verification process as smooth and quick as possible. We handle your information with the utmost care and in full compliance with GDPR.
Our Verification Process
All new customers undergo a multi-step verification procedure when registering an account and placing their first order. This systematic approach is designed to verify your identity while maintaining the highest security standards for our infrastructure.
Contact Verification
Upon registration, we verify your contact details to ensure we can communicate with you securely:
- Email Verification: You'll receive a verification code to confirm your email address is valid and accessible
- Phone Verification: An SMS verification code will be sent to your mobile number. In some cases, we may use voice call verification to ensure delivery
Payment Processing
After contact verification, you can proceed with payment for your selected services. We use trusted payment processors to ensure secure transactions.
Identity Verification
Following payment, all customers must complete an identity verification check. This is conducted through our secure verification partner and includes:
- Government-issued Photo ID: Passport, driving licence, or national ID card
- Live Selfie Verification: A real-time photo to confirm you are the person on the ID document
Secure & Confidential: Your identity documents are processed through our trusted verification partner using bank-level encryption. We handle all sensitive information in full compliance with GDPR requirements.
Service delivery will begin once your identity verification is successfully completed. Most verifications are processed within a few hours during business hours.
Verification Timeline:
Customers who have not completed the identity verification process will be unable to access their services. This helps us maintain service quality and security for all users.
Additional Information Requests
After completing the standard identity verification, our compliance team may request additional documentation or information. This is a normal part of our security procedures and helps us ensure services are being used appropriately.
We may request:
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Proof of Address: Recent utility bill, bank statement, or council tax bill showing your current address
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Business Documentation: Company registration documents, VAT certificates, or business licences (for business accounts)
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Use Case Information: Details about how you plan to use your servers and services
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Invoice Documentation: Supporting documents for large or business purchases
Our support team will contact you via email if additional information is needed. We provide clear instructions and allow reasonable time for you to provide the requested documentation.
Existing Customers
We may occasionally request updated information from existing customers to ensure our records remain accurate and compliant. This is standard practice and you will be given adequate time to provide any requested updates.
Service Restrictions & Sanctions Compliance
As a UK-based company, server.net is legally obligated to comply with UK and international sanctions laws. We are unable to provide services to individuals or entities in certain jurisdictions.
Currently Restricted Regions:
We do not provision services to customers located in, or citizens/residents of:
Note: This list is subject to change based on UK and international sanctions requirements.
Account Decisions & Service Provision
Server.net reserves the right to accept or decline any customer account or order at our discretion. While we verify customer information and conduct risk assessments, we may decline service for various operational, security, or business reasons.
Understanding Our Decision-Making Process
We use multiple factors to evaluate new and existing accounts, including identity verification results, payment method validation, order patterns, geographical risk factors, intended use case, and automated security screening systems. These factors work together to help us maintain a secure service environment.
Important Points:
We are not obligated to provide specific reasons for declining an account or order
Our decisions are final and made in the best interests of maintaining service quality
Account approval is not guaranteed even after submitting requested verification documents
We evaluate each case individually using multiple risk factors and signals
Unverified Account Limitations:
- • Services for unverified accounts may be suspended if an abuse complaint or legal notification is received
- • Refunds cannot be processed for unverified accounts
- • Accounts that fail verification may be closed without appeal
Data Protection & GDPR Compliance
Your Privacy Rights
Server.net is fully committed to protecting your personal information in accordance with General Data Protection Regulation (GDPR).
How We Handle Your Information:
For detailed information about our data handling practices, please review our complete Terms And Conditions and Privacy Policy. If you have questions about your data, please contact our Support.
Best Practices for Smooth Verification
To ensure your account verification proceeds quickly and without issues:
Use Accurate Information
Provide your real name, address
Permanent Email
Avoid temporary or disposable email addresses
Valid Phone Number
Ensure you can receive SMS verification codes
Avoid VPNs
Don't use VPN during registration to avoid delays
Prepare Your ID
Have a valid government-issued photo ID ready
Good Lighting
Ensure selfie verification is in well-lit environment
Business Accounts
Provide Accurate Company and VAT Information
Respond Promptly
Quick responses help avoid service delays
Typical Processing Times:
Contact verification (email and SMS) completes within minutes. Identity verification typically processes within a few hours during business hours. It is usually not needed but if additional documentation reviews needed, it may take 1-2 business days, depending on the completeness and clarity of submitted information.
Need Assistance with Verification?
If you have questions about our verification process, need help with your account status, or require clarification on any requirements, our support team is here to help.