REFUND AND CANCELLATION POLICY - DOMANENNAME

Refund, Withdrawal, and Cancellation Terms

Version: 1.0 Effective Date: 18th May 2026 Company: CRISALEO LIMITED Operating Domains: domanenname.com | domanenname.it | domanenname.eu | domanenname.us | domanenname.de

Governing Law: The laws of England and Wales (English Law) Jurisdiction: Courts of England and Wales Statutory Basis: Consumer Rights Act 2015, Consumer Contracts Regulations 2013

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1. INTRODUCTION

This policy explains when refunds are available, your right to withdraw from contracts, and the procedures for cancellation under English law. This policy must be read in conjunction with the Terms of Service and Privacy Policy.

Applicable Legislation:

Consumer Rights Act 2015 (CRA 2015) - Part 2: Consumer Contract Protections
Consumer Contracts Regulations 2013 - Right of withdrawal
Sale of Goods Act 1979
Unfair Contract Terms Act 1977

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2. WHY DOMAINS ARE NON-REFUNDABLE

2.1 Domain Names are Customised Products

Domain names registered through Domanenname are considered customised digital products under English consumer law (Consumer Rights Act 2015, Schedule 3, Part 1) because:

Bespoke Registration: Each domain is uniquely registered in the customer's name with a specific registry
Customised to Customer Specifications: Registered with the precise domain name, registrant details, and technical specifications provided by the customer
Immediate Activation: Domains are activated immediately upon registration and become publicly accessible
Non-Interchangeable: The specific registered domain cannot be resold to another customer
Digital Good: The service is performed before the withdrawal period ends

2.2 Legal Exemption from Withdrawal Right

Under Consumer Contracts Regulations 2013, Schedule 2, Part 2, the right to withdraw does not apply to:

> "Services fully performed before the end of the fourteenth calendar day or the day the consumer communicates notice of withdrawal, whichever is earliest, providing that performance has begun with the consumer's prior express consent and acknowledgement that they will lose the right to withdraw once the service has begun."

Application to Domanenname:

Domain registration is a digital service performed immediately
Registration at the registry occurs immediately upon payment confirmation
The domain becomes accessible and active immediately
The consumer confirms they understand the non-refundable nature at registration

2.3 ICANN Requirements

Additionally, ICANN (Internet Corporation for Assigned Names and Numbers) policies require that:

Domain registrations are permanent transfers of rights to the registrant
Once registered, domains are binding, irrevocable legal registrations
Registries cannot cancel registrations simply because a registrant changes their mind
Refunds would violate ICANN's core policy principles

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3. CONSUMER WITHDRAWAL RIGHT (14-DAY RIGHT)

3.1 Scope of 14-Day Withdrawal Right

Under the Consumer Contracts Regulations 2013, consumers have a 14-day withdrawal right for distance contracts, EXCEPT for:

Services fully performed before the end of the withdrawal period
Digital goods/services where performance begins with the consumer's prior express consent

Application: Domain registration falls within the exemption as a fully performed digital service that cannot be unwound.

3.2 When the Exemption Does NOT Apply

The exemption does NOT apply if Domanenname is at fault for the following reasons:

3.2.1 Domanenname Technical Error During Registration

If the domain registration fails due to Domanenname's error:

Customer has 14 days to request withdrawal
Refund available: Full amount paid to Domanenname
Timeline: Refund within 30 days of approved withdrawal
Example: System processing error, payment not transmitted correctly, registration not submitted to registry

3.2.2 Domain Incorrectly Shown as Available

If a domain is shown as available in the search results, and the customer registers it, but the domain was actually already registered:

Customer has 7 days to report the issue
Refund available: Full amount less any registry fees that cannot be recovered
Timeline: Refund within 5 working days of confirmation
Customer remedy: Domain remains registered for the agreed period regardless of refund

3.2.3 Misrepresentation or Fraud by Domanenname

If Domanenname misrepresents the service or engages in fraudulent conduct:

14-day withdrawal right applies
Refund available: Full refund of amounts paid
Example: Falsely stating domain includes services not provided, hidden charges appearing after registration

3.3 Withdrawal Process

To withdraw from your domain registration contract in cases where withdrawal is permitted:

Step 1: Notify Domanenname Immediately

Email: [email protected]
Web form: https://domanenname.com/withdrawal-request
Include: Order number, reason for withdrawal, domain name

Step 2: Domanenname Investigates

Verification period: 3-5 working days
We assess whether withdrawal grounds are valid
Confirmation email sent outlining decision

Step 3: If Approved

Domain will be cancelled (subject to Step 4 below)
Refund processed to original payment method
Timeline: 10-15 working days for bank transfer, 3-5 days for card

Step 4: Domain Status After Withdrawal

Important: Domain remains registered to your name throughout the refund period
You retain all DNS management rights
Domain will continue to resolve as configured
You are responsible for managing the domain during this period
If domain is used illegally during this period, you remain liable

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4. REFUNDS GRANTED BY DOMANENNAME

4.1 Technical Error by Domanenname

Scenario: Registration fails due to Domanenname's technical error

Requirements:

Error must be documented in Domanenname system logs
Error must prevent registration completion
Customer must report within 30 days of transaction

Refund:

Full amount paid to Domanenname (not including registry fees paid in advance)
Processing time: 30 days of approval
Method: Original payment method

Supporting Evidence Required:

Order number
Date of attempted registration
Error message received (if any)

4.2 Domain Already Registered

Scenario: Domain shows available during search but is registered to someone else when submitted

Requirements:

Confirmed by registry records
Discovered during registration attempt
Reported within 48 hours

Refund:

Full amount paid to Domanenname
Processing time: 5 working days
Method: Original payment method

Alternative Resolution:

Alternative domain offered at no cost if available
Credit towards future registrations

4.3 Service Failure - Permanent Outage

Scenario: Domanenname registration service is permanently unavailable due to technical failure beyond our control

Requirements:

Service outage lasted more than 72 hours
Outage prevents all registrations (not isolated to individual customer)
Domanenname unable to restore service
Documented by Domanenname technical team

Refund:

Full amount paid to Domanenname
Less: Non-recoverable registry and processing fees
Processing time: 30 days
Method: Original payment method

4.4 Duplicate Charge

Scenario: Same transaction charged twice to customer's payment method

Requirements:

Confirmed duplicate charge in transaction records
Reported within 90 days
Both charges identifiable in customer's account

Refund:

Full refund of duplicate charge
Processing time: 10 working days
Method: Original payment method

4.5 Cancellation Upon Customer Request (No Refund)

Scenario: Customer requests cancellation of registered domain

Process:

Request cancellation via [email protected]
Confirmation required (to prevent accidental cancellations)
Domain deleted from registry within 2-5 working days
No refund: As domain was successfully registered and activated

Important Consequences:

Once deleted, domain is immediately available for public registration
Domanenname cannot restore deleted domains
Any other registrar can register the domain
Customer has no further rights to the domain

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5. REFUNDS NOT GRANTED

Domanenname does NOT provide refunds in the following circumstances:

5.1 Customer-Initiated Reasons (Non-Refundable)

Changed mind: Customer no longer wants the registered domain
Typographical error in domain selection: Customer misspelled domain name during registration
Registrant information error: Customer provided wrong registrant details or address
Services no longer wanted: Customer no longer uses domain after registration
Better price elsewhere: Customer finds cheaper registration at another registrar
Transferred to another registrar: Domain moved to competitor voluntarily
Domain not actively used: Customer registered but did not actively use or develop the domain

5.2 Registry and Non-Controllable Reasons

Registry fees: Fees charged by the registry are the responsibility of the customer and ICANN regulations
Registry restrictions: Specific registry requirements for .country or restricted domains
Registrant eligibility: Customer later discovers they do not meet registry requirements for that TLD
Disputes with third parties: Intellectual property claims or UDRP disputes

5.3 Expired Domains

Grace period (30 days after expiration): No refund; renewal possible at renewal rates
Redemption period (60 days after expiration): No refund; recovery available at penalty rates
After 60 days: Domain released; no recovery possible; no refund

5.4 Optional Services (Non-Refundable After Activation)

WHOIS Privacy Protection:

Not yet activated: Refundable if purchased but not activated
Activated: Non-refundable once active
Reason: Service is ongoing personal data protection, cannot be "unwound"

Contact Protection:

Not yet activated: Refundable if purchased but not activated
Activated: Non-refundable once active

5.5 Payment Processing Reasons

Insufficient funds: Customer's payment method declined after initial approval
Chargeback filed: Customer disputes charge with their bank/card issuer (subject to Section 6 below)
Currency conversion losses: Currency fluctuations after customer confirms payment

5.6 Abuse or Prohibited Uses

Domain used for illegal purposes: Stolen payment method, fraud, phishing, malware, spam
Violated Acceptable Use Policy: See Acceptable Use Policy document
Money laundering or financial crime: Any indication of illegal financial activity
Copyright/trademark infringement: Domain used to infringe third-party rights
Court order or legal injunction: Domain subject to legal action or seizure

Note: In abuse cases, Domanenname retains all amounts paid and may pursue additional damages.

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6. PARTIAL REFUNDS AND MULTI-YEAR REGISTRATIONS

6.1 Partial Refunds for Multi-Year Registrations

If a customer registers a domain for multiple years (e.g., 3 years) and requests cancellation, the refund is calculated as follows:

Formula: `` Refund = (Amount Paid / Registration Period in Days) × Remaining Days Less: Registry fees, processing fees, non-recoverable costs ``

Example:

Registration: 3-year registration at £60 total (£20/year)
Days total: 1,095 days
Cancelled after: 180 days
Remaining days: 915 days
Base refund calculation: (£60 / 1,095) × 915 = £50.41
Registry fees (non-refundable): £5
Final refund: £45.41

6.2 Non-Refundable Fees

The following fees are NEVER refunded, even on partial cancellations:

Registry transaction fees (mandated by ICANN)
Payment processing fees (Stripe, PayPal, bank transfer fees)
Set-up fees or activation fees (if any)
WHOIS Privacy setup and management fees (once activated)
Currency conversion/foreign exchange fees
Administrative processing fees

6.3 Recurring/Automatic Renewal Charges

Cancellation of Automatic Renewal:

Automatic renewal can be disabled in control panel
Disabling automatic renewal does NOT refund the current registration period
The domain remains active for the paid period
No renewal charge will be applied when the period ends

Example:

Domain registered for 1 year, auto-renewal enabled
Customer disables auto-renewal after 6 months
Customer continues to own/manage the domain for the remaining 6 months
Domain expires after 12 months, not renewed
No refund of the 1-year registration fee
No automatic renewal charge applied

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7. REFUND PROCEDURE AND TIMELINE

7.1 Requesting a Refund

Step 1: Contact Support

Email: [email protected]
Subject line: "Refund Request - [Order Number]"
Include:
- Order/transaction number
- Domain name
- Reason for refund request
- Supporting evidence (if applicable)
- Preferred refund method

Step 2: Initial Response

Acknowledgement: Within 5 working days
Case number assigned
Preliminary eligibility assessment

Step 3: Investigation

Full investigation: 10-15 working days
System logs reviewed
Registry records checked (if domain-related)
Customer may be asked for additional information

Step 4: Decision

Approval or denial communicated in writing
If denied, detailed explanation provided
Appeal instructions provided (see Section 8)

Step 5: Refund Processing (If Approved)

Refund initiated: Within 10 working days of approval
Processing time: Varies by payment method (see below)
Refund confirmed to original payment method

7.2 Refund Processing Times by Payment Method

| Payment Method | Processing Time | Notes | |---|---|---| | Credit/Debit Card | 3-5 working days | Reversed to card account | | PayPal | 2-3 working days | Reversed to PayPal wallet | | Bank Transfer | 10-15 working days | Dependent on receiving bank | | Other Digital Wallets | 5-7 working days | Varies by provider |

7.3 Refund Amount

Refunds will be issued in the original currency and original payment method. If this is not possible, we will contact you to arrange an alternative.

Exchange rates: If refunded in different currency, prevailing exchange rate at time of refund applies.

7.4 Status Tracking

Customers can track refund status via:

Refund case number (emailed at Step 2)
Control panel: Account > Transaction History > Refund Status
Support ticket: https://domanenname.com/support

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8. APPEALS AND DISPUTES

8.1 Appeal of Refund Denial

If a refund request is denied, customers may appeal:

Appeal Process:

Email appeal to: [email protected]
Include:
- Original case number
- Reason for disagreement with decision
- Additional supporting evidence
Escalation to management for review
Response within 15 working days
Final decision provided in writing

Grounds for Appeal:

New evidence or information not previously considered
Procedural error in original decision
Misapplication of policy to your situation
Exceptional circumstances

8.2 External Dispute Resolution

If you are not satisfied with the refund decision and appeal:

For UK/EU Customers:

Consumer Rights Act 2015 provides statutory rights
You may escalate to Alternative Dispute Resolution (ADR)
Recommend: Report to Citizens Advice Consumer Service
Escalation: Small Claims Court (up to £10,000)

For other territories:

Alternative Dispute Resolution may be available
Recommend: Report to local consumer protection authority
Final escalation: Court system of your jurisdiction

8.3 Chargeback and Dispute Procedure

If a customer files a chargeback with their bank/payment provider:

Domanenname is required to defend against chargeback
Evidence will be submitted to the payment provider
Customer may be asked to provide counter-evidence
Payment provider makes final determination
If chargeback succeeds, Domanenname may pursue legal recovery
Customer's account may be suspended pending resolution

Note: Filing a chargeback is not an alternative to the refund procedure. The refund process must be completed first.

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9. DOMAIN OWNERSHIP DURING REFUND PERIOD

9.1 Critical: You Remain the Registrant

During the refund process, the domain remains registered to your name. This has important implications:

Your Responsibilities:

You are responsible for managing the domain
You control DNS settings and configuration
You are liable for any illegal use of the domain
You must not use the domain for prohibited purposes
If content is hosted on the domain, you are responsible for it

If You Use the Domain During Refund:

Using the domain may weaken a refund claim
Domanenname may consider domain "accepted" and refund cancelled
Your liability for the domain's use increases

9.2 Do NOT Use the Domain If Requesting Refund

If you have submitted a refund request:

Do not configure DNS records pointing to active content
Do not use the domain for any business, website, or service
Do not use the domain for email
Do not transfer the domain elsewhere
These actions may result in refund request denial

9.3 Domain Remains Active After Refund

Even after a refund is approved:

Domain registration continues for the remainder of the paid period
You retain ownership and control until expiration or cancellation
You must renew to keep it active if you wish to keep it
You can cancel at any time (still no refund for paid period)
You can transfer it to another registrar if you choose

Example:

1-year domain registered for £20
After 2 months, refund approved
You receive £15 refund
Domain remains registered to you for remaining 10 months
After 10 months, domain expires unless renewed
No further charges applied after refund

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10. WITHDRAWAL REQUESTS - IMPORTANT RIGHTS

10.1 Your Right to Withdraw (Where Applicable)

Under Consumer Contracts Regulations 2013, you have the right to withdraw from a distance contract within 14 calendar days without penalty or explanation.

Important Exceptions:

NOT applicable to domain registrations (fully performed digital service)
ONLY applicable if Domanenname has committed an error or misrepresentation
See Section 3 for detailed withdrawal rights

10.2 The 14-Day Period

The 14-day period starts on:

For refundable errors: The day you request withdrawal
For misrepresentation: The day you discover the misrepresentation
Weekend/holidays: Included in the 14-day count

Important: To preserve your right, notify Domanenname immediately if you believe you have grounds to withdraw. Do not wait until near the 14-day limit.

10.3 Distance Contract Definition

A distance contract is one where:

No face-to-face contact occurs
Communication is via electronic means, telephone, or post
Applies to all Domanenname contracts (online registration)

10.4 Consumer vs. Business Contracts

These consumer protections apply ONLY to:

Natural persons (individuals)
Registering domain(s) for non-business purposes
Consumer contracts under CRA 2015

These protections do NOT apply to:

Limited companies or other business entities
Registrations for commercial/business purposes
B2B (business-to-business) contracts

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11. EXCEPTIONS TO NON-REFUNDABILITY

11.1 When Domains CAN be Refunded

The following are the ONLY circumstances when a domain registration fee may be refunded:

Domanenname Technical Error (Section 4.1)
- Registration failed due to system error
- Domain not successfully registered
- Full refund available
Domain Already Registered (Section 4.2)
- Domain shown as available but was already registered
- Registry conflict discovered
- Full or partial refund available
Service Failure (Section 4.3)
- Permanent outage of registration service
- Beyond Domanenname control
- Full refund less non-recoverable fees
Duplicate Charge (Section 4.4)
- Same transaction charged twice
- Confirmed in records
- Full refund of duplicate
Misrepresentation by Domanenname (Section 3.2.3)
- False statements about service
- Hidden charges or fraudulent conduct
- Full refund available
Regulatory Requirement (Section 11.2)
- Legal order or injunction requires cancellation
- Regulatory body mandates refund
- Refund amount determined by legal proceedings

11.2 Regulatory Enforcement

If a court, regulator, or legal authority orders Domanenname to:

Cancel a domain registration
Issue a refund
Return customer funds

Domanenname will comply immediately and provide the ordered refund regardless of other policy terms.

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12. SPECIAL CIRCUMSTANCES

12.1 Business Failure by Domanenname

If Domanenname ceases business operations:

Your Rights:

All outstanding registrations continue to be serviced (transferred to successor registrar if necessary)
All paid registration fees continue to provide service for agreed period
Customers will be notified of transfer
Continuity of service maintained

Refund Policy:

If successor registrar cannot provide service, refunds calculated pro-rata
Pre-paid amounts for unserved periods may be refunded
Each customer contacted individually

12.2 Registry Suspension or Cancellation

If a registry (ICANN) suspends or cancels a domain due to:

Registry policy violation
Non-compliance with registry requirements
Legal action against registrant
UDRP decision

Refund Policy:

No refund: Domain was successfully registered
Customer remains liable for registry's actions
Customer should appeal to registry separately if appropriate

12.3 Force Majeure

If Domanenname cannot provide services due to force majeure:

War, natural disaster, pandemic, terrorism, act of government
Service suspension notified to all customers
Renewal fees not charged during suspension
Refunds determined case-by-case

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13. PARTIAL REFUNDS - CALCULATION EXAMPLES

Example 1: 1-Year Registration, Cancelled After 3 Months (Valid Reason)

``` Total amount paid: £60.00 Registration period: 365 days Days used: 90 days Remaining days: 275 days

Calculation: (£60 / 365) × 275 = £45.21

Less non-recoverable fees:

Registry transaction fee: £5.00
Processing fee: £0 (may be included)

Refund: £40.21 ```

Example 2: 2-Year Registration, Cancelled After 1 Year (Valid Reason)

``` Total amount paid: £110.00 (£55/year) Registration period: 730 days Days used: 365 days Remaining days: 365 days

Calculation: (£110 / 730) × 365 = £55.00

Less non-recoverable fees:

Registry transaction fee: £5.00

Refund: £50.00 ```

Example 3: Multi-Domain Registration (2 domains for 1 year each)

``` Domain 1: £20.00 Domain 2: £25.00 Total paid: £45.00

If refund granted for Domain 2 only: Domain 2 refund: (£25 / 365) × 275 days = £18.84

Less registry fee: £2.00

Refund for Domain 2: £16.84

Note: Domain 1 remains registered; no refund ```

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14. COMPLAINTS AND ESCALATION

14.1 Unresolved Refund Disputes

If a refund decision is disputed and not resolved through appeals:

Step 1: Internal Complaint

Email: [email protected]
"Complaint: Refund Dispute"
Include case number and dispute details

Step 2: Internal Review

Senior management review: 15 working days
Response provided in writing
Final position communicated

Step 3: External Resolution

If still unsatisfied, consumers may escalate to:
- UK: Citizens Advice Consumer Service / Trading Standards
- EU: National Consumer Protection Authority
- USA/Other: Local consumer protection agency

Step 4: Alternative Dispute Resolution

May pursue through:
- Arbitration (if customer agrees)
- Mediation services
- Small claims court (UK: up to £10,000)

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15. POLICY GOVERNING LAW

15.1 Applicable Law

This Refund and Cancellation Policy is governed by:

Primary: Consumer Rights Act 2015 (UK)
Supplementary: Consumer Contracts Regulations 2013
General contract law: Sale of Goods Act 1979, Unfair Contract Terms Act 1977
Jurisdiction: Courts of England and Wales

15.2 Consumer Rights

Nothing in this policy limits statutory consumer rights under English law. If this policy conflicts with mandatory consumer protections, the statutory protections apply.

15.3 Business Customers

For customers registered as businesses or purchasing domains for commercial purposes, this policy is modified as follows:

14-day withdrawal right does NOT apply
Domains are non-refundable in all circumstances except technical error
Partial refund calculations do not apply (full refund or nothing)
Appeals process remains available

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16. CONTACT INFORMATION

For Refund Requests:

Email: [email protected]
Web Form: https://domanenname.com/refund-request
Include order number and reason

For Appeals/Escalation:

Email: [email protected]
Subject: "Refund Appeal - [Order Number]"

For Complaints:

Email: [email protected]
Response within 5 working days

General Support:

Email: [email protected]
Web: https://domanenname.com/support
Hours: 9 AM - 6 PM CET, Monday to Friday

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Version: 1.0 Last Updated: 18th May 2026 Next Review: 31st December 2026 Effective Date: 18th May 2026

Approved by: CRISALEO LIMITED Legal & Compliance Team

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Important Notice: This policy is provided for informational purposes. In case of conflict between this policy and applicable English law, statutory law controls. Customers retain all rights granted under English consumer protection law regardless of this policy's terms.