GoDaddy.com

Thank you for the opportunity to address the concerns presented by our customer. 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 As a normal course of business, it may be necessary for GoDaddy to migrate our servers. This is discussed in the terms agreed to by our customer. On April 12, 2016, our customer was migrated to a new hosting server.  During the migration, there were unexpected technical issues in moving our customer’s content. RESOLUTION: GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. We have attempted to connect with our customer via phone to discuss their concerns.  GoDaddy’s hosting teams were able to review our disaster backups and locate our customer’s content.  As a goodwill gesture, our hosting teams have backed up the currently hosted content, and inserted the customer’s restored content to their account.  Additionally, GoDaddy has provided two years of hosting service to our customer at no cost. While we understand and regret that our customer may be seeking another provider, GoDaddy will not cover the cost to move their website. If our customer chooses to switch providers, any time already paid for on their domain registration will follow them to a new provider. Finally, although GoDaddy has a process for attempting data recovery, maintaining an independent backup to prevent against the loss of website content is not only a best practice, but is also a customer responsibility, as outlined in the terms agreed to by our customer. Thank you again for the opportunity to address the concerns presented by our customer. Kindest regards, Stephen J[redacted]Office of the CEO - GoDaddy

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. 

Regards,

Dear Dispute Resolution Consultant,Thank you for bringing this matter to our attention. We have reviewed our customer’s correspondence and would like to present the following.Upon purchase of services, our customer acknowledged and accepted the following agreements:•...

Universal Terms of Service Agreement• Workspace Service AgreementCopies of the latest version of these agreements may be found at:https://www.godaddy.com/legal-agreements.aspxUpon investigation by our Email Operations team, we found that our system was blocking our customer’s IP address due to spam activity originating from that IP address.  When GoDaddy detects a certain threshold of spam, we will begin implementing filters and blocks to protect our systems and our customers. Resolution:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.Education:Typically, internet users are dynamically allocated an IP address by their Internet Service Provider (ISP).   While GoDaddy unblocked the IP address on December 10, if GoDaddy receives a certain level of spam activity from the IP address in the future, we may block it again.  While the immediate issue is resolved, we recommend that our customer work with their ISP as they control the IP addresses allocated to their customers and may be able to implement some screening protocols to help ensure the IP addresses are not sending spam. Please note, we are not stating that the customer sent spam, but rather that we identified spam being sent from the IP the customer was using. Thank you again for the opportunity to address and bring clarity to the concerns presented by our valued customer.?Kindest regards,[redacted]Office of the CEO – GoDaddy[redacted]

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

• 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

When our customer agreed to our terms, they agreed that account management is a customer responsibility. On January 13, 2014 our customer advised GoDaddy via email that they did not wish to renew their domains. We responded with instructions for canceling the domains. Our customer did not follow through with these instructions. As such, GoDaddy renewed the domains as instructed per their account preferences.

Resolution:

GoDaddy sincerely values our customer's business and has upheld its agreements with them in good faith. Our customer has since canceled the domains and a full refund has been issued.

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

Kindest Regards

Office of the CEO - GoDaddy

 [redacted] N. Hayden Rd. Suite [redacted]

Scottsdale, AZ 85260

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Dear Dispute Resolution Consultant,   Thank you for the opportunity to address and bring clarity to the additional concerns presented by our customer.  We have reviewed this matter and would like to present the following.   The email address our customer was utilizing in their original account was a free credit included with the purchase of the domain in question.  Per the Domain Name Registration Agreement our customer acknowledged and agreed to upon doing business with GoDaddy, free products can be canceled or deleted in the case the domain name is canceled.   We again encourage our customer to continue working with our support staff to attempt to move the email data in question.  This data is only available for 14 days from the date the domain was canceled.  To date, our customer has been unable to provide the required security information for the account where the domain was originally registered. Without this information, we are unable to transfer the email data referenced in their complaint to their other account.Thank 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

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:• Universal Terms of Service Agreement• Domain Buy Service AgreementThe latest version of these agreements and other legal agreements may be found at: https://www.godaddy.com/legal-agreements.aspxOn July 24, 2015 the complainant purchased GoDaddy's Domain Buy Service via an online transaction. This service enlists GoDaddy's Domain Buy Agents to attempt to contact a current domain name registrant and potentially negotiate a sale of the domain name registration. GoDaddy had reached out to the current registrant of the domain name in question and the current registrant declined the sale of their domain name.  RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. Specifically, GoDaddy will not provide the requested transcript of the correspondence with the third-party.  Should the complainant wish to contact the owner of the domain directly, they may review any information listed in the public WHOIS database.Education:The complainant may find these GoDaddy support articles useful:What is Domain Buy Service? -https://www.godaddy.com/help/what-is-domain-buy-service-1699Domain Buy Service: A Buyer's Roadmap -https://www.godaddy.com/help/domain-buy-service-a-buyers-roadmap-5686Thank 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 [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.regarding to Mr. [redacted] my website are fully compatible with Godaddy requirements, I was advise to move to this new hosting by Godaddy Sales rep as he mentione it will be faster and better.regarding cpanel function, it is already 2 month that I spent money to move all website to new hosting (from Godaddy to Godaddy) and the Cpanel still doesnt work.spent hours with Godaddy hosting support yesterday and they cannot resove the problems within their own server.I asked instead of cancelling my services and moving to another hosting to move back to my old hosting with godaddy and get the same amount of time I order 5 years and time to move all back or backup what ever I can, it is not about the money it is about service I paid for and doesnt work. and BTW after moving to new cpanel hosting my web sites was hacked and someone upload a viruses so I needed to delete my websites, hire a security guy to scan and clean all my websites.Today still cpanel doesnt work: backuponcloud.ca/cpanel"Internal Server ErrorThe server encountered an internal error or misconfiguration and was unable to complete your request.Please contact the server administrator at [redacted] to inform them of the time this error occurred, and the actions you performed just before this error.More information about this error may be available in the server error log.Additionally, a 404 Not Found error was encountered while trying to use an ErrorDocument to handle the request."

tried contacting [redacted] on his phone with no success 

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:•    Universal Terms of Service Agreement•    Domain Name Registration Agreement•    Hosting AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn January 26, 2013 the complainant purchased GoDaddy’s Economy Windows Shared Hosting for a one year term.  This hosting account has automatically renewed annually per the complainant’s account preferences, with the most recent renewal occurring on January 26, 2015.Additionally, on January 26, 2013 the complainant also registered a domain name for a one year term.  This domain has also automatically renewed annually per the complainant’s account preferences.  Per the complainant’s account preferences, GoDaddy was instructed to automatically renewed the domain in question on January 26, 2015, and attempted to do so in a good faith effort to honor its agreements with the complainant, however the complainant’s financial institution declined payment.  Prior to the domain’s expiration, GoDaddy proactively sent multiple notices to the complainant on the following dates:•    October 28, 2014•    November 27, 2014•    December 27, 2014•    January 11, 2015•    January 21, 2015RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.If the complainant first wishes to recover their content from their shared hosting account, they have 45 days from the date of renewal to cancel the hosting account in question to receive a refund to their payment method.  The complainant can contact our customer support team once canceled to request a refund.EDUCATION:As the domain is expired, the complainant’s website would not currently display live.  However the complainant is able to recover their content via GoDaddy’s Hosting Control Panel, or via use of a third party FTP (file-transfer protocol) client and the hosting account’s IP address.The following articles from our help center may be useful to the complainant in accessing their content on their shared hosting account:Backing up Your Shared Hosting Accounthttps://support.godaddy.com/help/article/8480/backing-up-your-shared-host...⇄ can I download my shared hosting backups?https://support.godaddy.com/help/article/3382/where-can-i-download-my-sh...⇄ to Your Hosting Account with FileZilla (FTP)https://support.godaddy.com/help/article/104/connecting-to-your-hosting-acc...⇄ Your Hosting Account’s IP Addresshttps://support.godaddy.com/help/article/5232/finding-your-hosting-accoun...⇄ 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[redacted]@GoDaddy.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 the complainant. We have reviewed this matter and would like to present the following.Prior to conducting business with GoDaddy, all customers are required to...

acknowledge and agree to the following agreements:· GoDaddy Universal Terms of Service AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxThe complainant has disputed the ownership of the account in question. Our research, along with the complainant's statement indicate this is a dispute between third parties. Should the complainant believe they have a legal right to domain name registrations within an account they do not have access, they may wish to review and utilize the Uniform Domain Name Dispute Resolution Policy (UDRP). This policy has been adopted by GoDaddy and is based upon the best practice recommendations of the Internet Corporation for Assigned Names and Numbers (ICANN). Additional information regarding this policy may be found at the link below.http://www.godaddy.com/agreements/ShowDoc.aspx?pageid=uniform_domainAltern...⇄ the complainant can pursue this matter further through the court system.RESOLUTION:GoDaddy takes its commitment to consumer protection very seriously. Furthermore, GoDaddy does not arbitrarily change the ownership of accounts; account management and security preferences are a customer responsibility.GoDaddy cannot become involved in this third-party dispute and hopes the complainant can resolve their concerns with the parties involved.Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO

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:•    Universal Terms of Service Agreement•    Domain Name Registration Agreement•    Hosting AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn October 22, 2014, the complainant purchased GoDaddy’s Deluxe cPanel Linux hosting for a one year term, via online transaction.  This is for the period ending October 22, 2015.On May 25, 2015, the complainant contacted GoDaddy’s customer care center regarding bouncebacks being received when sending email through the cPanel hosting plan in question.  GoDaddy’s Email Operations Team determined the bounceback messages in question were due to a block on the complainant’s domain and hosting as a direct result of the domain’s reputation with Cloudmark.  Cloudmark is a service that GoDaddy and many other email providers subscribe to that provides protection against spam, viruses, phishing, and other similar threats that affect email.  Previous recipients of emails from the complainant’s hosting account and domain had marked those emails as spam, or unwanted email.  The block on the emails was removed on May 28, 2015, at which time it was recommended to the complainant to audit their mailing list(s) to ensure they are sending to recipients that have opted to receive their communications.On July 14, 2015 and August 7, 2015 respectively, the complainant again contact our customer care center indicating they were unable to send emails via their hosting plan while utilizing a third-party email client, and when the emails in question contained any attached files.  Our research indicates that the emails were not actively being blocked by GoDaddy’s servers at the time of review, nor are currently being blocked.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.GoDaddy must balance its responsibility as a service provider to help eliminate spam from entering or leaving our systems, while at the same time providing end users with options.  GoDaddy reserves the right to block emails or hosting accounts if they are found to have a negative impact on our environment or negatively impact our IP reputation status.As the complainant’s emails are not currently being blocked by our systems, the complainant may wish to review their antivirus or firewall settings to ensure these programs are not blocking any connections to GoDaddy’s servers.  They may also attempt to utilize the third-party email client in question on a different PC while utilizing a different Internet Service Provider (ISP) or network to ensure their issues are not related to local connections.  We highly recommend the complainant continue to work with our support teams in an attempt to resolve their concerns.As a gesture of goodwill, GoDaddy has refunded the full term of the complainant’s hosting account, a total of $53.88, and the complainant is welcome to continue utilizing the hosting until the end of the current term’s expiration.  Any future renewals would be the complainant’s responsibility.  GoDaddy does not compensate customers for time spent maintaining their customer account or for potential lost income or revenue, and is unable to honor the complainant’s request for $10,000.Thank 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

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainant. GoDaddy stands by its original response.  As stated previously, the complainant’s CashParking® account was suspended due to violations of the CashParking® Service Agreement; specifically, driving illegitimate or un-natural traffic to their parked domain names.  Per the CashParking® Service Agreement the complainant acknowledged and agreed to, remedies and penalties that the complainant can incur for violating the agreed terms include “the forfeiture of any previously earned revenue in connection with the Services, which has yet to be paid.” As such, any unpaid commissions earned previously by the complainant have been forfeited.  GoDaddy and its advertising partners cannot be expected to pay commission for revenue generated through illegitimate means.If the complainant has further questions or concerns regarding their canceled CashParking® account or forfeited commissions, they need to contact our CashParking® team at [email protected] 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[redacted]@GoDaddy.com[redacted]Scottsdale, AZ 85260

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:•    Universal Terms of Service Agreement•    Domain Name Registration Agreement•    Domain Name Proxy Agreement•    Hosting AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn June 21, 2006, the complainant purchased GoDaddy’s deluxe shared hosting for a two year term, via online transaction.  The hosting account in question was renewed bi-annually until 2014, both via automatic renewal per the complainant’s settings and via transactions the complainant completed with GoDaddy’s 24/7 Customer Care Center.On May 15, 2014, the complainant purchased GoDaddy’s Starter Managed WordPress hosting for a one year term, during a transaction with GoDaddy’s Customer Care team, for the period ending May 15, 2015.  Per the complainant’s account preferences, GoDaddy was instructed to automatically renew the service in question on May 15, 2015 and did so in a good faith effort to honor its agreements with the customer.On August 1, 2014, the complainant was provided one month of GoDaddy’s Economy cPanel shared hosting at no charge as a goodwill gesture to allow a transition of their site files from their current hosting platform to the cPanel hosting.  The complainant canceled their deluxe shared hosting on that date, and the unused months from that hosting plan were added to their new Economy cPanel plan.On August 18, 2015 the complainant contacted GoDaddy to cancel their Economy tier cPanel shared hosting account and Starter Managed WordPress account and request a refund of unused months.  Per GoDaddy’s refund policy, annual hosting service plans that are canceled more than 45 days from purchase or renewal are refund-eligible to In-Store Credit for any unused months, and an In-Store Credit of $143.34 was provided to the complainant at that time.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.We appreciate the complainant’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 one-time exception to our refund policy, we have refunded the In-Store Credit in question to the original payment method.  The complainant may need to allow 5 to 7 days for their financial institution to credit these funds to their account.Additionally, 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. EDUCATION:The complainant may find the following links useful for future reference:Refund Policy:https://www.godaddy.com/help/refund-policy-8849Privacy Policy:http://www.godaddy.com/Agreements/Privacy.aspxThank 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[redacted]@GoDaddy.com[redacted]Scottsdale, AZ 85260

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·         GoDaddy Online Bookkeeping Service Agreement The latest version of this agreement and other legal agreements may be found at: http://www.godaddy.com/legal-agreements.aspx  We appreciate the complainant’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.Resolution:GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service. We have refunded the latest Online Bookkeeping transaction fees paid by our customer. Additionally, we have provided our customer with 1 year of a new GoDaddy Online Bookkeeping plan at no cost. We are working with the customer to transfer their data to the new plan within their account. 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]@GoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax

Thank you for the opportunity to address the additional concerns presented by our customer. We stand by our previous response. Our customer was provided proper information and opted to continue the build process. The website was live in August of 2015 and should our customer wish to make updates they may reach out to our Professional Web Design team to request a quote for the service. Our customer has already been provided a goodwill gesture for any possible misunderstanding. GoDaddy will not provide any further courtesy regarding this product. Thank you again for the opportunity to address the additional concerns presented by our customer. Kindest regards, Mandy O[redacted]Office of the CEO - GoDaddy

Dear Dispute Resolution Consultant, Thank you for the opportunity to address and bring clarity to the additional 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 Quick Shopping Cart AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspx Based on additional information we have finally located the related account. On October 1, 2014 the complaint purchased a Quick Shopping Account for a one year term. Quick Shopping Cart is no longer compatible with the complainant’s intention to integrate with [redacted].  We appreciate the complainant’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.  RESOLUTION:  GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. GoDaddy has provided the complainant with a refund of their Quick Shopping Cart, please allow 5 to 7 days for this to reflect with their financial institution. Cancellation of the Quick Shopping Cart will remain the complainant’s responsibility. For assistance in cancelling Quick Shopping Cart they can contact our 24 Hour Customer Care Center for assistance ###-###-####.  We have not been able to contact the complainant directly however, as a gesture of goodwill we have provided the complainant with a one year subscription to our Online Store at no cost. Online Store is compatible with [redacted].  EDUCATION: The complainant might find the following articles useful. Getting Started with Online Storehttps://support.godaddy.com/help/article/9045/getting-started-with-online-s...⇄ the Online Store to [redacted]https://support.godaddy.com/help/article/12025/connecting-the-online-s...⇄ Productshttps://support.godaddy.com/help/article/7468/canceling-products Thank 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[redacted]@GoDaddy.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.Upon the addition of our Protected Registration services to the specified...

domain name, our customer acknowledged the following agreements:• GoDaddy Universal Terms of Service Agreement• Domain Name Registration Agreement• Domain Name Proxy AgreementThe most recent version of these agreements can be found at the following URL:[redacted]RESOLUTION:   Go Daddy has upheld our agreements with our customer. Our customer has completed the process of removing the Protected Registration service from the domain name and a full refund for the most recent service renewal has been provided.      Our office has connected with our customer via phone to provide clarification of the service they had purchased and any other account assistance that may be required.  Our customer indicated the matter has been resolved to their satisfaction.   Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest regards,[redacted]Office of the CEO[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,[redacted]

Dear Dispute Resolution Consultant,

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

The customer acknowledged and agreed to the following...

agreements upon conducting business with GoDaddy:

• Universal Terms of Service Agreement

• Hosting Agreement

The latest version of these agreements may be found at:

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

The customer called our support teams on August 8, 2014 indicating their site showed signs it had been tampered with. This issue is unrelated to our services but is the result of the customer using out-of-date hosting applications or scripting.

It is a customer’s responsibility to maintain the coding of their site as well as maintaining proper backups.

RESOLUTION:

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

We have been able to connect with our customer to address and bring clarity to their concerns. As a onetime gesture of goodwill, we have waived the $150 restore fee and begun the restore process.

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

Kindest Regards,

Office of the CEO – GoDaddy

Scottsdale, AZ 85260

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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 Workspace Service AgreementThe latest version of these agreements can be found at: [redacted]On September 26, 2014 the complainant contacted our Customer Sales and Support teams via phone and renewed their products.  Shortly afterwards the complainant attempted to reverse this renewal and submitted a charge back through their financial institution, this led to GoDaddy’s repossession of the Domain Names in question.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.The complainant has requested time be removed from their domain name registrations. The complainant agreed to our terms of service when agreeing to the domain renewals.  Time added to a domain by the registry is unable to be removed and GoDaddy cannot incur these costs for the complainant. Should the complainant wish to transfer their domains to another provider, they must resolve the charge back issue. After this has been resolved GoDaddy will release the domains and the complainant may transfer them to another provider. As a onetime exception to our refund policy should the complainant cancel their email plan; GoDaddy will refund the time remaining (for that plan) to the original payment method.The complainant can contact this office directly for assistance in resolving these issues.Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.Kind Regards,

[redacted]Office of the CEO

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 of the Private Registration service...

our customer acknowledged the following agreements:

 

• Universal Terms of Service Agreement

• Domain Name Registration Agreement

• Domain Name Proxy Agreement

 

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

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

 

Go Daddy offers Private Registration services via another company, Domains by Proxy. In order to cancel, or otherwise manage this service, you must log into your DomainsByProxy.com account to do so. Our customer agreed to this when agreeing to the terms of service and this was also explained to our customer several times; they have previously followed the proper procedure to cancel the service with other domains. Account management, including cancellation, is a customer responsibility.

 

RESOLUTION:  

 

GoDaddy acted in good faith to uphold its agreements with our customer and worked with them to cancel the service and refunded both the latest renewal (2 years for $17.98), plus last year’s renewal (1 year for $6.38) as a gesture of goodwill.  Therefore, we now consider this issue resolved.

 

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

 

Kindest regards,

Office of the CEO - GoDaddy

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