Domain Name Terms & Conditions

Domain Name Registrations

To register a domain name, please either visit Our Domain Registration Service or contact a member of the Webforward team with the domain that you would like to register. If you are a new customer, we will ask you for your contact and billing information at this stage. If you are an existing customer, you can also purchase Domain Names via your My Account section.

Please note, that when you register a domain name with us, you also agree to Nominet’s domain name registration Terms and Conditions: http://www.nominet.org.uk/go/terms

Domain Name Charges and other information:

• Domain names registered with Nominet (the .UK registry) are £9.99 (plus VAT) per annum
• We register domain names for a minimum period of one year. Domains can be registered for a maximum period as allowed by the registrar.
• New customers will receive a 30-day invoice from our system upon purchase. This can be paid by Direct Debit, Bank Transfer, Paypal or Debit/Credit card
• Existing customers will be billed 90 days in advance of the domain renewal date
• If a domain name cannot be registered, there will be no charge
• We do not charge any fees to transfer your domain away to another provider (TAG change)
• Where we are charged a fee by Nominet (The .UK registry) for services such as registrant changes, we will pass these charges on at cost price. We do not charge any additional administrative charges and will always confirm the amount in advance.
• We are unable to refund any domain names that are unwanted if they have been automatically renewed.

Renewing Domain Names

All domains will renew yearly unless you have selected another length of time during your domain registration. We will send out a reminder email for your domain renewal ninety, sixty and thirty days before it is due to expire. We cannot take responsibility for your domains failure to renew if your contact details are incorrect or if we have received non-payment of your invoice.

By renewing your domain name, you agree to the registrar's terms and conditions.

If you do not wish to renew your domain name, please let us know in writing at least thirty days before it is due to expire. You can do this by emailing hello@webfwd.co.uk.

Expiring Domain Names

If you do not renew your domain before it's an expiry date (either by non-payment or incorrect details) it's renewal will be suspended. You will have a thirty-day grace period to re-register the domain name at its original cost.

Any domain names that have failed to renew will go into a sixty-day retention period where it will become available for re-registration by other parties. We cannot accept any liability if your domain enters this retention period. We also cannot guarantee that you will be able to re-register your domain while it is in this period. There will be a charge of £60+VAT to register a domain that is in a retention period.

Complaints Policy

We are committed to providing our customers with high-quality services, and we want to know if we have got something wrong so that we put things right. If you have a complaint about any aspect of our services, please contact a member of the Webforward team. If you are not fully satisfied with the response and wish to make an escalated complaint, you can follow our procedure below.

How do I make a formal complaint?

If you are unsatisfied with the response from our team to your complaint, you can escalate it to our management. To do this, please write to:

Richard Leishman
Suite 10, Offa House,
Orchard Street, Tamworth
Staffordshire
B79 7RE
or email: richard@webfwd.co.uk

Please include your name, contact details and a clear description of your concern or complaint and what steps you would like us to take to resolve the issue. Your complaint will be acknowledged in writing or via telephone within two working days of receiving the complaint. We will then thoroughly investigate your complaint and aim to respond within five working days. Where the issue is particularly complex, it may take longer to respond. If this is likely, we will provide information on the action which will be taken and advise when you can expect a full response.

Abuse

If you wish to notify us of inappropriate content, please us the following email address abuse@webfwd.co.uk

Customer Service Level Commitment

As our valued customer, we aim to answer any enquiries you may have as soon as possible during office hours. Our office hours are Monday to Friday, from 9 am to 5.30 pm. We will respond to any calls, messages or emails received outside of these hours during the next working day. If you have any enquiries, please contact us in the first instance on 01827 781 311 or email hello@webfwd.co.uk.

Customers can also use our Support Ticket system to log any enquiries relating to their products or services. This is accessible 24/7/365 via the My Account section; here you can log in and monitor the status of a support ticket at any time.