GoDaddy.com

Thank you for the opportunity to address the concerns presented by our customer. We would like to present the following: Our customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddy. The latest version of these agreements...

can be found at: https://www.godaddy.com/legal-agreements.aspx On April 17, 2016 our customer purchased a domain transfer via online transaction. The domain name which our customer was attempting to transfer was already registered through GoDaddy. As such, our customer would have needed to instead request a change of account within their GoDaddy account. RESOLUTION: GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. On April 24, 2016 our customer contacted GoDaddy and was provided a refund for the transaction. Our office also sent an email notification with instructions on how to move domains between GoDaddy accounts.  If our customer has further concerns they can contact our 24/7 customer care team at 480-505-8877 or via chat at support.godaddy.com. Thank you again for the opportunity to address the concerns presented by our customer. Kindest regards, Mandy O[redacted]Office of the CEO - GoDaddy

Thank you for the opportunity to address the additional concerns presented by our customer.We stand by our previous response. During the checkout process the purchase path includes an offer to add an Ultimate Hosting plan with a domain name purchase for as low as $9.99 with product limitations. These limitations include the verbiage explaining the purchase must be for a new 12, 24 or 36 month term.In addition, when modifying the term length in the shopping cart, prior to checkout, the pricing drop-down menu shows the hosting plans that receive a discount if they qualify. This way customers know up front if the term they are selecting is eligible for the discount before finishing the check out process.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Melanie V[redacted]Office of the CEO - GoDaddy

Thank you for the opportunity to address the additional concerns presented by our customer.
We stand by our original response. Our customer experienced issues with the statistics portion of their Website Builder plan. The website remained active and visible.
During multiple interactions, GoDaddy's support team was unable to provide our customer with an immediate answer or timeframe when the matter would be resolved. Once the problem was brought to our attention, our technical team worked diligently to resolve it.
Additionally, GoDaddy support teams also offered to assist our customer with setting up [redacted] as an alternative until the matter was resolved.  However, our customer declined.
GoDaddy has attempted to work with our customer to the best of our ability and has since resolved the matter. GoDaddy does not compensate customers for potential lost income or revenue and has provided our customer with a one-month Website Builder service renewal at no cost as a goodwill gesture. GoDaddy is unable to provide any additional goodwill gestures in association with this matter.
Thank you again for the opportunity to address the additional concerns presented by our customer.
Kindest regards,
Ken C[redacted]Office of the CEO - GoDaddy

Dear Dispute Resolution Consultant,

Thank you for the opportunity to address and bring clarity to the concerns presented by our customer. We have reviewed this matter and would like to present the following.

 

Upon purchase and renewal of domain names, the...

registrant acknowledged the following agreements:

• Universal Terms of Service Agreement

• Domain Registration Agreement

The latest version of these agreements and other legal agreements may be found at: www.godaddy.com/legal-agreements.aspx.

 

On February 19, 2014 our customer manually renewed their domain name for one year at a price of $10.17. Domain names can only be purchased and renewed in yearly increments and are not a month to month product. Account management is a customer responsibility.

 

On March 25, 2014 our customer contacted our customer care teams about getting a refund for the domain's unused time. The customer contacted us 34 days after the renewal requesting a pro-rated refund for the rest of the length of the domain.

RESOLUTION:

GoDaddy upheld all agreements with the customer in good faith. In accordance with our renewal policies, the customer has 5 days from the date of a manual renewal to cancel the domain and receive a full refund.

As a onetime exception, if the customer cancels the domain we will process a $10.17 refund for them. Our Customer Care staff is happy to assist them with the cancellation and can be reached at ###-###-#### or [redacted]@godaddy.com. Once the domain is

cancelled the customer may notify us at [redacted]@godaddy.com and we will issue the refund to them.  ?

Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.

Best regards,

Office of the CEO

[redacted]@GoDaddy.com

GoDaddy.com

[redacted] Phone

[redacted] Fax

Thank you for the opportunity to address our customer’s additional concerns. On June 23, 2016, per our customer’s account preferences, a domain name was automatically renewed for another term.  GoDaddy proactively sent multiple renewal notices prior to the product expiration and subsequent renewal to inform our customer the product would be renewed unless action was taken. As our customer did not take action to avoid the product renewal, GoDaddy renewed the service in a good faith effort to honor its agreements with our customer.As a courtesy, our billing team offered to charge another payment method the amount of the June 23rd renewal transaction and refund the transaction that used our customer’s checking account. As an additional gesture of goodwill, an offer to send Certegy a message that let them know the charge was refunded was also extended.  Our customer declined both of these gestures.Account management and renewal of domains is solely a customer responsibility. While we make a best effort to partner in our customers' success, our customers must also be responsible for their actions or lack thereof.Again, GoDaddy does not make collection efforts. Efforts made by Certegy, or companies working on Certegy’s behalf, such as Complete Payment Recovery, are outside of GoDaddy's control, Certegy provided funds to GoDaddy required for these services. It appears that Certegy is attempting to collect the funds from our customer.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy

Dear Dispute Resolution Consultant,

 

Thank you for bringing this matter to our attention.  We have reviewed our customer's correspondence and the GoDaddy account in question to which we would like to present the following.

 

Prior to the purchase of...

products and services our customer acknowledged the following agreements:

 

•     Universal Terms of Service Agreement

•     Microsoft Office Terms of Use

•     Domain Name Registration Agreement

 

The latest version of these agreements and other legal agreements may be found at:

 

http://www.godaddy.com/legal-agreements.aspx

 

On April 16, 2014 our customer purchased a domain name and email package. Later that same day, our customer contacted support team, canceled their original domain and purchased a different name. Our customer was then provided instruction on how to create an email address using the new domain. They customer created their email address using a domain they do not own instead of the name they had purchased. This appears to may been a case of a simple typographical error by our customer and is understandably frustrating.

 

This issue was identified by our support staff during a follow up call and corrected on behalf of our customer. Additionally, our customer was assisted in successfully gaining access to their GoDaddy account.

 

 

Resolution:

 

GoDaddy has acted in good faith upholding our agreements with the customer. The services purchased by our customer are working as intended. For any outstanding concerns they may have, our 24/7 support staff is available to assist them. Should they still wish to cancel their service, as a onetime exception to the terms they agreed to, GoDaddy will issue a full refund for any canceled product. They may contact our office directly to have this cared for.

 

Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.

Kindest regards,

Thank you for the opportunity to address the additional concerns presented by our customer. Contrary to our customer’s understanding, GoDaddy customer care agents cannot “close” customer accounts.  Likewise, GoDaddy cannot completely remove a customer account from our system as we retain and use this information if necessary in order to comply with our legal obligations, resolve disputes, or enforce our agreements.  However, once all products and payment methods have been removed from an account, the account may be placed in a “deactivated” status.  This practice is discussed in our Privacy Policy located at the link below:Privacy Policy:https://www.godaddy.com/Agreements/Privacy.aspxCustomer care agents are unable to cancel products or remove payment methods on a customer’s behalf.  Ultimately, account management, including product renewals, are a customer responsibility.  Again, all applicable refunds have been provided to our customer.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy

Dear Dispute Resolution Consultant,

 

We have reviewed our customer's rebuttal and would like to present the following.

 

We stand by our previous response regarding following our customers account preferences. GoDaddy did not cancel their domain name, it was placed in a suspended status, as it was not renewed on time. Account management, including domain renewals are a customer responsibility.

 

Our customer agreed to comply with all registry rules, policies, and agreements for .jp domain names (including renewal time frames) at the time of registration. We have provided the customer with a no cost renewal valued at $99.00.

 

Thank you for the opportunity to address and bring clarity to the concerns presented by our valued customer.

Kindest regards,

Office of the CEO

[redacted]@GoDaddy.com

GoDaddy.com

Scottsdale, AZ 85260

###-###-#### Phone

###-###-#### Fax

Dear Dispute Resolution Consultant,

Thank you for the opportunity to address and bring clarity to the concerns presented by our customer. We have reviewed this matter and would like to present the following.

Our customer acknowledged and agreed to the following...

agreements upon conducting business with GoDaddy:

· Universal Terms of Service Agreement

· Domain Name Registration Agreement

· Hosting Agreement

The latest version of these agreements can be found at: [redacted]

As with all service providers, GoDaddy experienced unexpected a brief technical issue which our technical support staff worked quickly and vigorously to bring resolution and minimize any impact to our customer.

RESOLUTION: GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.

Our office has connected with our customer via phone to discuss all of their concerns. We appreciate their candid feedback about our service levels and will ensure their concerns are fully reviewed by our customer care managers. GoDaddy strives to offer the best service levels in the industry.

Thank you again for the opportunity to address and bring clarity to the concerns presented by our customer.

Kindest regards,

Office of the CEO - GoDaddy

###-###-#### Phone

###-###-#### Fax

Dear Dispute Resolution Consultant Thank you for bringing this matter to our attention. We have reviewed our customer's correspondence and the Go Daddy account in question to which we would like to present the following. Prior to the purchase of the hosting plan via an...

online transaction, the following agreements were acknowledged: • Universal Terms of Service Agreement• Hosting Agreement These agreements may be reviewed at https://www.[redacted]. Our customer was contacted by our Network Violations Team multiple times last year starting in September of 2013. Their website was over utilizing resources on the server which is a violation of our terms of service.  Due to the severity of the matter our administrators had no choice but to take immediate action to protect our network stability and to prevent the possibility of a service interruption for other customers. The customer’s database was disabled as a result which in turn restored normal operations levels to our shared served environment.  At this time our customer has complied with our Terms of Service and the issue has been resolved. Resolution: We value our customer’s business and have acted in good faith, within the bounds of the user agreements they had acknowledged.  While GoDaddy was not the cause of this issue and the customer was in violation of agreed terms, in a gesture of goodwill our hosting operations team has provided the customer with 2 months of service at no cost.  Thank you for the opportunity to address and bring clarity to the concerns presented by our valued customer.Best Regards,[redacted]Office of the CEO - GoDaddy

Dear Dispute Resolution Consultant,

Thank you for bringing this matter to our attention.  We have reviewed the customer's additional comments to which we would like to present the following.

We stand by our previous response. GoDaddy has received complaints and supporting evidence that this customer was sending spam from their domain name which is a violation of our user agreements. In order to use GoDaddy products and

services, our customers must not only abide by all applicable laws and regulations, which include the Can-Spam Act of 2003 and the Telephone Consumer Protection Act but also GoDaddy's policies.

As our customer has indicated, they have purchased a mailing list.  Therefore the recipients have not provided approval for the customer to send them unsolicited marketing emails.  Furthermore, members of the customer's purchased email list have reported the customer to our Abuse Department for sending them spam.

We have refunded the customer's in store credit to their credit card as a courtesy.

Thank you for the opportunity to bring additional clarity to this matter.

Regards, 

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the following agreements upon...

conducting business with GoDaddy:• GoDaddy Universal Terms of Service Agreement• GoDaddy Hosting AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn January 23, 2015 the complainant was contacted by our Network Violations Team with regards to their hosting plan over utilizing the CPU resources within the shared hosting environment they were on.  Specifically, the hosting plan had exceeded the maximum 1,024 file/folder limitation per directory which, if not addressed, may adversely impact the performance of global maintenance operations. Improper directory configuration causes file system latency, which impacts not only the complainant’s website but other customer websites on the same server. The complainant maintained full access to their hosting space to allow them to address the matter and was informed their hosting account would be reviewed again on January 28, 2015.  The notice informed the complainant that on that date, if they have not brought their files per directory into compliance, their hosting plan would be suspended.  Account management is a customer responsibility.On January 28, 2015, due to the serious nature of this situation and lack of action and response from the complainant, it was necessary to suspend their hosting account to protect our network and its usage for other customers.   FTP access remained available to the complainant to allow them access to their files and address the matter.  RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.The complainant's hosting account has the potential to have a negative impact on our servers and other customers.  GoDaddy’s technical support staff has provided the complainant with information pertaining to their directories in violation.  Once the complainant has reduced the number of files within their hosting directories to acceptable limits their hosting plan may be re-instated.  EDUCATION:The complainant may find this GoDaddy support article useful.How many files can a shared hosting director hold? –https://support.godaddy.com/help/article/4261Regards,[redacted]Office of the CEO[redacted]@GoDaddy.comGoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by our customer. We have reviewed this matter and would like to present the following.Our customer acknowledged and agreed to the following agreements upon...

conducting business with GoDaddy:• Universal Terms of Service Agreement• Hosting AgreementThe latest version of this agreement and other legal agreements may be found at: [redacted]xThe customer made 4 payments for the hosting service in question as follows:1) An initial payment for a 3 year term on May 2, 2012. This payment was for the service period ending May 2, 2015.2) On May 7, 2015 the customer renewed the service for one (1) month via an online transaction. This was for the service period ending June 2, 2015.3) On June 19, 2015 the customer renewed the service for one (1) month via an online transaction. This was for the service period ending July 2, 2015.4) On July 17, 2015 the customer renewed the service for one (1) month via an online transaction. This was for the service period ending August 2, 2015.Per our customer's account preferences, GoDaddy was instructed to not automatically renew the customer's hosting service at the end of each service period and did so in a good faith effort to honor its agreements with the customer.On August 2, 2015, the customer’s most recent agreed and purchased term of hosting ended. After the customer’s agreed and purchased term ended, GoDaddy provided 10 days of live site service without receiving payment from the customer. When this 10 day period ended, the site was suspended for nonpayment. GoDaddy then held the website data for an additional 10 days before the site content was deleted. In total GoDaddy provided 20 days of service without payment prior to cancellation. On August 22, 2015, the customer’s hosting service was canceled due to nonpayment.On August 13, 2015, the customer or another party with account access renewed other expiring services via an online transaction. The expired hosting service was still eligible for renewal on this date, however, it was not included in the transaction that was processed.When a hosting account is cancelled GoDaddy may retain the data for a limited time. The content is not stored in the customer’s account but rather on other servers that GoDaddy uses for disaster recovery, not for customer archival purposes. Per our terms of service (to which the customer agreed) it is the customer’s responsibility to maintain independent backup copies of data uploaded to their GoDaddy hosting account. The reason we charge a recovery attempt fee is not a punitive reason, rather, our administrators must perform data recovery work to see if the deleted content can be restored.The customer is under no obligation to pay a restore fee to recover their website, provided they have their own independent backups of their content. Hosting restores are not a product that GoDaddy regularly offers, but rather a service that GoDaddy may provide in rare occasions when a customer does not have their own content independently backed up.Resolution:GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service.We appreciate the customer’s candid feedback about our service levels and will ensure their concerns are fully reviewed by our customer care managers in an effort to identify improvement opportunities. GoDaddy strives to offer the best service levels in the industry.As a onetime goodwill exception, GoDaddy will reduce the content recovery fee to $75. Should our customer wish to accept this offer, they will need to let our office know as soon as possible, as the recovery of their content is a time-sensitive matter. They will also need to purchase a new hosting plan prior to any attempt to recover their content.Education:The customer might find the following articles useful.BACK UP YOUR WEBSITE[redacted]

Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest Regards,[redacted]Office of the CEO - GoDaddy[redacted]

[redacted] Phone

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

There were no failed logins, they had never re-enabled my account. The rep would not even check the status of the account, just kept telling me how to reset my password. I opened a brand new case and the new rep immediately said 'We are pleased to inform you that access to the "FiveDigitText" has been restored.' I was immediately able to get into my account after this second case restored my access. This is extremely poor support. It took several weeks of the first rep replying every 4-5 days and telling me that my account is not disabled. Then I got frustrated and opened a new case, which finally worked. I was locked out for at least an additional month, because they refused to check if it was still disabled. I had gone back and forth with them since September 2013, and finally got back in on 2/4/2014. They had told me that my account was re-enabled, and I just took their word for it without trying for myself. That's why I initially marked the case as closed. However, then I found out that it still wasn't working. That's when they kept telling me it was fine, but it wasn't fine.Incident ID where they finally acknowledged that I had still been disabled and then they resolved it: [redacted]I was down for about 5 months. I pay around $500 per year for hosting and all of my domains, so that means over $200 was flushed down the drain by their refusal to assist.Regards,

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by our customer. We have reviewed this matter and would like to present the following.Our customer acknowledged and agreed to the following agreements upon...

conducting business with GoDaddy:•    Universal Terms of Service Agreement•    Website Builder Service AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn June 21, 2015, our customer contacted our Customer Care team due to an issue with their Website Builder’s contact form not working on certain mobile devices.  During two troubleshooting sessions, GoDaddy was not able to replicate the matter, but upon the third attempt with a supervisor, we were able to do so.  Per our standard operating procedure, the matter was escalated to our advanced product specialists to further test, identify, and fix the problem.  This process may take up to 72 hours, of which our customer had been informed.On June 22, 2015, our customer called our Customer Care team asking for the matter to be expedited.  On June 23, 2015, it was believed that the issue had been fixed; however, the customer notified us on June 24, 2015, that they were still having trouble.  It was determined that the contact form functioned correctly when tested using an Android device and did not function when using an iOS device. The matter was then re-escalated for further evaluation.On June 25, 2015, GoDaddy’s developers discovered that this was an unknown variation to another issue they had previously identified.  GoDaddy’s Website Builder allows a customer’s website to be displayed differently from the desktop version when viewed by mobile devices (e.g. smart phones, tablets, etc.).  The problem our customer is experiencing occurs when they enable a “shadow effect” feature on one or more of the various page elements (i.e. the customer’s contact form).  This feature creates a shadow effect around the element, providing a perception of depth to the website.  While the website functions perfectly when viewed by a computer, when viewed in a mobile environment, the feature was preventing viewers to the site from submitting their contact information via the form.  Our developers were aware of the shadow effect feature causing issues with some websites’ navigation buttons, but were unaware that this could also negatively affect contact forms.Our developers have disabled the shadow effect feature within the customer's Website Builder settings, allowing their contact form to work as intended. This issue will be resolved with a future update to the application which we have communicated to our customer.  We have asked that they refrain from re-enabling the shadow effect feature at this time as it will disable the contact form in the mobile version of their site.RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.  As with all service providers, GoDaddy has unexpected technical issues and works quickly and vigorously to resolve them and minimize any impact to our customers.  The site is working correctly without the shadow effect feature, which will be fixed in a future release.  As a gesture of good will, GoDaddy added two additional months of renewal to the customer’s Website Builder, extending the expiration date from April 22, 2015 to June 22, 2015.Thank you again for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest regards,[redacted] Office of the CEO - GoDaddy[redacted]Scottsdale, AZ 85260

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by our customer. We have reviewed this matter and would like to present the following.Our customer acknowledged and agreed to the following agreements upon conducting business with GoDaddy:• Universal Terms of Service Agreement• Domain Name Registration Agreement• Website Builder Service AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn May 14, 2014, our customer purchased a Website Builder and two domain names, each for a one-year term.  This was for a period ending May 14, 2015.  On May 14, 2015, per our customer's account preferences, GoDaddy was instructed to automatically renew their Website Builder service for an additional one-year term and attempted to do so in a good-faith effort to honor its agreements with our customer; however, our customer’s financial institution declined payment.  Our customer was subsequently informed by email of the failed renewal attempt and date of the next renewal attempt, which was May 24, 2015.On May 15, 2015, per our customer's account preferences, GoDaddy was instructed to automatically renew their domain name registrations, each for an additional one-year term and attempted to do so in a good-faith effort to honor its agreements with our customer; however, as before, our customer’s financial institution declined payment.  Our customer was subsequently informed by email of the failed renewal attempt and the date of the next renewal attempt, which was May 26, 2015.GoDaddy sent renewal notices prior to the domains’ expiration date on:     April 14, 2015 (30 days prior to expiration)     May 9, 2015 (5 days prior to expiration)GoDaddy also sent a renewal notice prior to the Website Builder’s expiration date on:     May 4, 2015 (10 days prior to expiration)These notices informed the customer their expiring services would be renewed in accordance with their account settings unless additional action was taken.  Account management is a customer responsibility.On May 24 and 26, 2015, respectively, GoDaddy successfully renewed our customer's products per their account preferences, honoring its agreements.Our customer contacted our support staff on August 13, 2015 (92 days after the expiration date of their services), requesting the cancellation and refund for the renewal.  Per our Refund Policy, certain domain names that automatically renew for a one-year term are only eligible for a refund if they are canceled within 45 days of their expiration date.  Our customer’s request for a refund for their domain renewals was, therefore, correctly declined.  Regarding the Website Builder, while the remaining unused months were only to be refunded as an in-store credit within the GoDaddy account, our agent made a one-time exception to the Refund Policy and returned the funds back to our customer’s payment method.RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.We are happy our agent issued a refund for the unused time on their Website Builder.  However, GoDaddy is unable to receive a refund for the unused time on our customer’s domain name registrations; consequently, we are unable to refund our customer.  Therefore, if our customer would like to reactivate either of the domain names they canceled, they may do so at no charge if they are reactivated before September 12, 2015.  Beyond September 12, 2015, the domain names may be either unavailable or require an additional redemption fee.  Our office or our 24-hour Customer Care team can assist our customer with reactivating the domains, if they choose to do so.EDUCATION:Our customer may find the following GoDaddy Help articles useful:Refund Policyhttps://support.godaddy.com/help/article/8849/refund-policyManaging Renewals for Products and Serviceshttps://www.godaddy.com/help/managing-renewals-for-products-and-services...⇄ you again for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest regards,[redacted] Office of the CEO - GoDaddy[redacted]Scottsdale, AZ 85260

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

According to the receipt I received after my purchase (which I have attached), I ordered Privacy Registration for 1 year terms on each of the domains listed.  The refund by GoDaddy offered through this complaint is even less than the original refund offer when this process began.  I expect the Privacy Registration to be extended at no extra charge for the full 1 year term that was listed on my receipt.

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[Provide details of wzhy you are not satisfied with this resolution.]

I am in agreement with the resolution and it is fair.  That said, the one time exception, is it a credit?  If not what card was the refund issued to?  Due to the increased risk last year of account I for being hacked by third parties, I changed all of my credit card account numbers.  This response will earn my business, and a credit will be acceptable for a future purchase.  Please let me know where to call for this credit and if a credit was issued, its possible it was not received if the transaction was reversed to a card from a year ago.  I accept their response, but there has not been an adjustment to any of my accounts or a direction as to who to contact at the company for the credit.  The solution is fair as the service was never used.  I will use it now, but have they issued a credit to an old account, a credit internally, or have they renewed the sever ice for another year.   If so, as I mentioned when I purchased, I need a bit of help to learn how to use the service. 

Regards,

Thank you for the opportunity to address the complainant's concerns.Our customer acknowledged and accepted GoDaddy's agreements upon conducting business with GoDaddy. These agreements can be found at: [redacted]On March 26, 2016, the complainant,...

acting as the account holder’s authorized representative, purchased 7 Email Essentials plans for two year terms during a call to our Customer Care Center. During this call, the complainant was properly advised of, acknowledged, and agreed  to GoDaddy’s Refund Policy for this product. On July 22, 2016, the complainant cancelled the 7 Email Essentials plans in question and requested a refund. That request was denied per GoDaddy's Refund Policy.  Resolution:GoDaddy upheld its agreements with the account holder in good faith and honored its terms of service. The products the complainant purchased while acting as the account holder’s authorized representative worked as intended and were cancelled outside of our 30 day refund timeframe therefore the transaction is non-refundable. If the complainant wishes to reactivate these products for the balance of their purchased term we are happy to provide assistance.The complainant may find the following information useful for future reference:Refund Policy:[redacted]

Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,John M[redacted]Office of the CEO -GoDaddy

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the following agreements upon...

conducting business with GoDaddy:• GoDaddy Universal Terms of Service Agreement• GoDaddy Domain Name Registration Agreement• GoDaddy Domain Name Proxy AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn June 27, 2014 during a call to GoDaddy’s Customer Care Center the complainant registered the Domain Name in question with Protected Registration service for a three year term. This term ran through June 29, 2015. The Protected Registration service; which the complainant elected to add to their domain registration, is the highest level of protection for a domain name that GoDaddy offers.  This premium, add-on service provides private registration and also protects against the cancellation, expiration, or transfer of a domain name. Domain names which have this service cannot be cancelled, transferred, or have their automatic renewal disabled until the Protected Registration is canceled. This is done by way of submitting a valid government issued ID, Business ID if applicable, and a signed form to our Domain Services Department.GoDaddy sent renewal notices prior to the expiration date on:• March 31, 2015• April 30, 2015• May 30, 2015• June 14, 2015• June 24, 2015These notices informed the complainant their domain name would be renewed upon expiration unless additional action was taken.  Account management is a customer responsibility.On July 11,, 2015 per the complainant’s account preferences GoDaddy was instructed to automatically renew the Domain Name with Protected Registration service upon expiration and did so in a good faith effort to honor its agreements with the complainant. Account management is a customer responsibility.On July 17, 2015 the complainant submitted a request to cancel the Protected Registration services they had added to their Domain Name registration.  As the complainant did not include the necessary documentation to support their cancellation request, our Domain Services team responded accordingly with a request for the required identification documentation.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.  The Protected Registration service functioned as advertised; keeping the domain name from being canceled or transferred without proof of identification.  As such, there are no applicable refunds with regards to the Domain Name registration or Protected Registration service in question.The complainant has been advised of what information is required to cancel the Protected Registration Service; it is their responsibility to submit this documentation. Once the proper documentation has been received and verified by the appropriate team within our organization that the complainant has been corresponding with, the service may then be canceled and the appropriate refunds processed.EDUCATION: The complainant may find the following articles helpful:What is Protected Registrationhttps://support.godaddy.com/help/article/1286/what-is-protected-regi...⇄ Protected Registrationhttps://support.godaddy.com/help/article/1292/canceling-protected-re...⇄ Policyhttps://support.godaddy.com/help/article/8849/refund-policyThank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO - GoDaddy