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Domain Registry Terms and Conditions.

Domain Name Registration Terms, Service Standards and Complaints

These terms explain how we register and manage .uk domain names for our customers, our charges, what happens when a domain expires, and how to contact us. They apply to domain name services supplied by 38-3D, operated by 383 Commerce Ltd.

1. Registration terms and acceptance

When you ask us to register, renew or manage a .uk domain name, you enter into an agreement with 38-3D for our services and a separate registration agreement with Nominet UK, the .uk registry. Before we submit a new domain registration, we make these terms and Nominet's Terms and Conditions of Domain Name Registration available to you and require you to accept both as part of your order or written instruction. Nominet's applicable registration rules and dispute resolution policies also apply.

You must provide accurate, up-to-date registrant and contact details; have the right to apply for and use your chosen name; and use your domain lawfully. Registration is subject to availability, eligibility, payment and acceptance by the registry. A domain name is registered for a stated period; it is not purchased permanently.

Pricing and charges

We do not publish a fixed price list for domain-name services on this page. All applicable prices and charges are provided directly to you before you purchase, renew, transfer, or otherwise engage our services.

Before you commit, we will provide a quotation or written confirmation setting out the charges for the services you request, including, where relevant:

  • Domain registration and renewal fees, the domain extension, and the registration or renewal period.
  • Any ongoing domain management, DNS or associated service fees.
  • Any applicable charges for transferring a domain to another registrar or terminating services.
  • Any additional or optional services, and whether VAT is included or added.

You can request a quotation at contact@38-3d.co.uk or by calling 01582 256 383. We will not proceed with a chargeable order or renewal until the applicable fees and terms have been disclosed to you and you have authorised them. Any changes to recurring or renewal charges will be communicated before you are asked to agree to the new charge.

Fees already paid for completed registration or renewal periods are not automatically refunded on cancellation or transfer, subject to your statutory rights.

Renewal, expiry and cancellation

We will tell you the expiry date and renewal price before you renew. To renew, email contact@38-3d.co.uk or call 01582 256 383, quoting your domain name. We will confirm the applicable price and payment arrangements. Automatic renewal applies only where it has been expressly agreed with you.

We will send expiry reminders to the registrant or account email address approximately 30 days and 7 days before expiry, and a further notification around expiry if the domain has not been renewed. You should keep your contact details current and must not rely solely on reminders to maintain your registration.

If a domain is not renewed, services associated with it, including websites and email, may stop working. Under Nominet's current .uk expiry process, an expired domain can normally be renewed for up to 90 days after expiry, subject to its status and payment; after that it may be deleted and become available to others. Please contact us promptly if you wish to recover an expired domain. We cannot guarantee recovery once a domain has been cancelled or released.

Transfers to another registrar

You may request a transfer of your .uk domain to another registrar by contacting contact@38-3d.co.uk. After verifying the request and any applicable security requirements, we will assist with the registrar change in accordance with Nominet's rules. We will disclose any applicable transfer or termination charges to you before you authorise a chargeable service. Ending your service with us does not cancel any outstanding, properly incurred charges.

2. Customer service commitments

Our customer service team is available Monday to Friday, 9:00 am to 5:00 pm UK time, excluding UK bank holidays. Contact us by email at contact@38-3d.co.uk or phone on 01582 256 383.

We aim to acknowledge enquiries within one working day, and will acknowledge all customer communications, including complaints, within five working days. We aim to resolve routine enquiries within five working days and complaints within 10 working days. Where further investigation is needed, we will explain the reason and provide an update and an expected resolution timescale. Registry-dependent requests may take longer.

3. Complaints and escalation

If you are dissatisfied with our domain registration or management service, please email complaints@38-3d.co.uk with your name, domain name, contact details, a description of the problem and the outcome you are seeking. You may also contact us by telephone or post using the details below.

We will acknowledge your complaint within five working days, investigate it, and aim to provide a substantive response within 10 working days. If the issue remains unresolved, reply to request a management review. A senior member of our team will review the complaint and aim to provide a final response within a further 10 working days, or explain if more time is needed.

If your complaint concerns our compliance with Nominet's registrar requirements and you are not satisfied with our response, you can refer the matter to Nominet UK using its registrar complaints procedure, by emailing domainsupport@nominet.uk or calling 0330 236 9470. A dispute about the right to a .uk domain name is a separate matter covered by Nominet's Dispute Resolution Service.

4. Connections with other registrars or Nominet members

[Confirm and insert an accurate statement of any contractual, corporate or ownership connections with other .uk registrars or Nominet members, or state "None" if verified.]

5. Contact details

38-3D / 383 Commerce Ltd
21 Fairmead Avenue
Harpenden, Hertfordshire
AL5 5UD
United Kingdom

6. Domain abuse reporting

To report a domain registered or managed through us that you believe is involved in phishing, malware, spam, fraud or other unlawful or abusive activity, email abuse@38-3d.co.uk. Please include the domain name, the nature of the suspected abuse, relevant URLs, dates, times and supporting evidence, where available. Do not send passwords or other sensitive personal information.

We check this mailbox at reasonable intervals, review actionable reports, and take appropriate steps, including contacting the registrant or referring matters to Nominet or relevant authorities where warranted. In an emergency involving immediate danger, contact the appropriate emergency service.

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