This knowledgebase article aims to help and explain the processes behind the ownership and renewal of .uk domain names, along with guidance of steps you can take if you have problems.
How to get in contact with Aquiss about .uk domain name problems:
As our current customers will know, we are friendly bunch of people that love talking. If you need to get in touch with Aquiss about any .uk based domain issues, then you can find all our current contact details available via http://www.aquiss.net/contact.php
Your right to complain about us and your .uk domain names:
At Aquiss we like to think we get things right every time, but the truth is, everyone gets it wrong from time to time. We can only improve on our services with valid feedback from you, our customers. If you wish to make a complaint about the service you have received, in relation to a .uk domain, please submit a ticket via http://support.aquiss.net/ including as much detail about the issue you have.
Detailed information about our complaints processes can be found in our Code of Practice policy which can be found http://www.aquiss.net/downloads/aquiss-code-of-practice.pdf
If sending an email, we will acknowledge your complaint within 10 minutes, generating you a ticket reference so that you can track updates. We will aim to resolve any issues, in full, within 5 business days.
If you’re not happy with the outcome of your complaint from ourselves, than please feel free to escalate your issue to Nominet (the .uk registry) here: http://www.nominet.org.uk/disputes/complaining-about-registrar/complaints-procedure
I need to inform Aquiss about possible abuse:
If you wish to raise a complaint about abuse (phishing scams, spam emails etc), originating from an Aquiss managed .uk domain name, please contact us via http://support.aquiss.net/ with as much detail about the abuse.
We will acknowledge your complaint within 10 minutes, generating you a ticket reference so that you can track updates. We will aim resolve any issues, in full, within 5 business days, if not sooner.
Domain Renewal & Expiry Notice Process:
All domains are renewed on an Annual or a Biennially basis, we will send out reminder emails 60 days, 30 days, 14 days, 7 days, 3 days and 1 day before expiry. We will send these emails to the email address that you have registered on your Aquiss eBilling account. It is therefore the registrants (the owner of the domain) responsibility to make sure contact details are up to date. Aquiss takes no responsibility if your domain renewal fails due to your contact details being incorrect.
If you do not wish to renew a domain please make sure you contact us a minimum of 14 days before your domain expires by emailing us at firstname.lastname@example.org. Alternatively you can set your domain(s) to auto renew, which can be managed through the eBilling portal. This will then generate an invoice automatically 30 days in advance of the renewal date.
If you do not renew your domain before its expiry date, all services linked to that domain will be suspended for up to 30 days (protected period) after the renewal date. The price to renew during the protected period will remain at our normal renewal fees. Please log into https://ebilling.aquiss.net/ to view renewal fees. After 30 days your domain will remain suspended and will go into a further 60 day grace period. You can still renew your domain name but with an additional redemption fee of £80.00 + VAT. This must be requested by email before the 80th day after your domain has expired. After 90 days your domain will be cancelled and will made available for resale through any Nominet registrar.
Domain Ownership Termination Process:
If you no longer wish to have your .uk domain name, please email us no less than 30 days before your services are due to be renewed. Your domain will only be deemed as terminated once all outstanding balances have been paid in full. Domains will only be considered for transfer once all balances have been settled. Aquiss will not charge you for transferring your domain(s) to other registrar’s.
You acknowledge that, if you decide to terminate (not renew) your domain for any reason, any linked services, such as web hosting data, mailboxes etc may be removed or suspended, by Aquiss, as appropriate, following your decision to cease ownership of the domain name.
Domain Ownership Breach Process:
You acknowledge that Aquiss or Nominet may terminate your ownership and rights to your domain name if you are in breach of either our AUP http://www.aquiss.net/downloads/aquiss-aup.pdf or Nominet's T&Cs http://www.nominet.uk/go/terms