Customer Service Level commitment

Click here to see how you can contact us during and outside business hours. We will endeavour to respond to all points of contact within 1 business day and aim to resolve any issues you have within 5 business days.

Abuse

If you wish to raise a complaint about abuse you have received (phishing scams, spam emails etc.), please click here to contact us with as much detail about the abuse. We will investigate your issue in line with our CSL commitment above.

Complaints procedure

We can only improve on our services with valid feedback from you, our customers. If you wish to make a complaint about a service you have received, please click here to contact us including as much detail about the issue you have. We will investigate your complaint in line with our CSL commitment above.
If you are not happy with the initial outcome of your complaint and it is regarding your .uk domain name, please feel free to escalate your issue to Nominet (the .uk registry) here: https://www.nominet.uk/resources/complaints/

Domain name renewal/expiry

All domain names are renewed on a 1-yearly or 2-yearly basis (exceptions are indicated on your renewal invoice). We will send out renewal invoices on the 15th of the month preceding your domain name expiring. We will send the invoice to the email address on the account, and it is the registrant’s responsibility to make sure their contact details are up to date. If you do not wish to renew a domain please make sure you contact us before your domain expires.

If payment is not received before the date of expiry, your domain name will be left to expire and all services we provide regarding that domain name may be suspended.

For .uk domain names, your domain name will then go into a 30-day protected period, after which your domain name will be suspended by Nominet and it will go into a 60-day grace period. If you change your mind and still want to retain your domain name, you still can and at the original renewal price. This must be requested by email before the 80th day after your domain name has expired. After 90 days your domain will be cancelled and deleted from the register and made available for resale through a third party registrar by Nominet.

For other domain name extensions, your domain name will stop working on the day it expires. Your domain name will then go into a 30-day grace period, at which time you can renew it at the original cost. For days 30-60 after it has expired, your domain enters a Redemption Grace Period, during which the cost to renew the domain is significantly higher, currently £199 + the renewal cost. After that period the domain will be unregistered and available for all.

Rules between registries differ, and can be changed at any time, so it is in your interest to always renew your domain name BEFORE it expires. Beyond 30 days after the expiry date, we cannot guarantee we will be able to renew it for you.

Transfers out

If you no longer wish to carry on with your contract with Domain Devils, please email us no less than 15 days before your services are due to be renewed. Domain Devils will not charge you for transferring a domain name away to another registrar. The customer acknowledges that termination of the agreement for any reason will result in Domain Devils ceasing to provide the applicable services, with the consequences that flow from such cessation, including (but not limited to) deletion of all data e.g. hosting account(s), mailboxes and nameserver records.