Nominet Customer Service Commitment

Domain Names

Every City Ltd (EveryCity) provide domain name registration and renewal on behalf of our clients. For .uk domains we are a Nominet channel partner and operate in accordance with Nominet’s terms and conditions. For non .uk domains, we are a enom Silver Reseller and operate in accordance with enom’s terms and conditions.

Charges

Registration of UK domain names and subsequent renewals are at the rate of £20+VAT per 2 year period. Prices for registration of other domain names and subsequent renewals are available on application. Updates to details are free of charge. We do not charge for the transfer of a domain to another provider, however the registry or recipient provider may do so. Where we incur costs in a domain transfer, these will be passed on to you at cost.

Renewal and Expiry

We will as standard automatically renew your domain name, unless automatic renewal has been disabled. This can be done via our domain control panel; if you do not have a login for this, please contact support.

The cost for the renewal will be added to your monthly invoice, which is sent via e-mail to you. It is your responsibility to ensure that automatic renewal is enabled or disabled for your domain names depending on your preference.

You can renew your domain(s) up to 30 days (grace period) after the expiry date, which will be charged at the normal renewal fee. Once payment has been received we will aim to restore all services to your domain(s) within 24 hours. After 30 days of your domain(s) expiring it will be put into a redemption period.

It is usually possible to retrieve a domain(s) once it’s in the redemption period, but this cannot always be guaranteed. An additional redemption fee (if any cost is incurred) might be applied as well as the standard renewal fee. After the redemption period your domain will be enter the “Pending delete” stage and once your domain has entered this stage it will not be possible to recover your domain(s). Approximately 90 days after the domain expiring it will be deleted from the registry and will usually become available again for registration.

Customer Service

We aim to respond to support enquiries relating to domain names within 1 working day, and will aim to resolve any issues within 5 working days.

Abuse complaints

If you believe a domain name registered through EveryCity is being used for abuse, please contact our support department who will investigate the matter. We will acknowledge your complaint within 1 business day and aim to resolve any issues within 5 business days.

Complaints and escalation process

If you feel you have not received the service you expect and would like to raise a complaint with us, please call our support department on 020 7183 2801 and explain that you would like to raise a complaint. Our support engineer will log the complaint, and attempt to assist you. If you wish for your complaint to be escalated to management, please state this and a member from management will contact you within 5 business days.

If you’re dissatisfied with the outcome and would like to escalate your complaint regarding UK domains, then please feel free to contact the .uk registry Nominet www.nominet.org.uk/disputes/complaining-about-registrar who will be more than happy to help.

Registrar Terms & Conditions

Domain names are usually subject to the registration terms and conditions set by the relevant registry.

Where possible links to the relevant 3rd party terms and dispute resolution policies are included below, if you have any queries regarding these please contact us and we’ll be glad to assist where possible.

.uk

• Registrant terms: www.nominet.org.uk/nominet-terms
• Domain dispute policy: http://www.nominet.uk/resources/policy/policies-rules/#drspolicy
• Further information can be found at www.nominet.org.uk

.com, .net, .org, .info, .biz

• eNom terms and conditions http://www.enom.com/terms/default.aspx