Our Code of Practice for .uk Domain Registrations.
The following information covers our approach to domain registrations. All the information below forms part of your agreement with us to provide .uk Domain Registrations.
What we will do
We will register and manage domains name on behalf of our related companies/subsiduaries and other customers.
We will make sure that you are aware of any charges associated with any domain name registration, renewal and maintenance in advance of any transaction, and provide details of the domain name related services we provide, including how to invoke our service, and if any additional charges payable.
If our charges change, we will make you aware of this prior to applying any charges.
If any changes are required to your domain name related services, contact us within business hours via our normal contact details and we will action your request as soon as practically possible. We commit to complete your request within 1 business day – although in normal circumstances we will usually be able to action your request more quickly than this. Please be aware that some changes can take up to 24hrs to take effect – we will advise you of this when we acknowledge your request.
Registrant data
You must provide us with correct Registrant data, which we will use to register your domains. In practice this means:
- You must not knowingly provide poor quality Registrant data. If we believe the data you have provided is incorrect, out of date or otherwise of poor quality, we will ask you to correct the data.
- In some circumstances it is possible to opt-out of providing your postal address on the WHOIS record for your domain. We will make you aware of this opportunity if it applies to you.
If we receive a request to register a domain name, we will always expect to register the domain name in your name.
We will always take steps to validate the data you provide to ensure that the data on your domain registration is reliable. These steps may include:
- Checking UK address details with the Royal Mail postcode checker service
- Confirming the data from our own knowledge of the registrant as an existing client/customer
- Validating the data with Companies House or the Electoral Register or non-UK equivalents or similar third-party sources
Where we are unable to validate your registrant data we will ask to see a recent utility bill or similar document.
For .uk domains: If we are unable to validate the data you provide within 30 days, we will ask the registry to suspend your domain name until the data can be validated. Suspending your domain name means that the domain will stop functioning and you may lose access to services; your domain will not be “lost” unless you choose not to renew at the end of the registration period. Please note that, for audit purposes, we may be required to provide Nominet with details of the validation steps that we took for any registrant data you have provided.
If your domain is suspended please contact us for assistance.
Registration contract
Registering a .uk domain name involves making a three-way contract with Nominet and your registrar (us).
The current version of the Terms of Domain Name Registration for .uk domains can be found here, for example.
Charges
We will charge a maximum of £ 30 for registering or renewing a .uk domain name.
Renewals, expiry & deletions
We will register domains for fixed periods (typically 2 years although other periods can also be arranged) and every domain registration has an expiry date.
We will normally renew your domain automatically before the expiry date unless you ask us not to automatically renew or cancel the domain prior to expiry. When renewing a domain you are again agreeing to the registrars and the registries terms and conditions here.
If you do not renew your domain before its expiry date it will have all services we provide suspended and you will have up to 30 days (protected period) after to renew the domain name at the original renewal fee. Please contact us to renew your domain. After 30 days your domain will be suspended and will go into a 60 day grace period which you can still renew your domain name but with an additional redemption fee of £90 + VAT. This must be requested by email before the 80th day after your domain has expired, after 90 days your domain will be cancelled and deleted from the register and made available for resale through a third party registrar. TenX will not guarantee the renewal of a domain name.
Transferring Domains
If you wish to transfer a domain then please provide us with the IPSTAG of the Registrar that you wish to transfer the domain to. We make no charge for transferring a domain.
Ending our relationship
If you no longer wish to carry on with your agreement with TenX, please email us no less than 30 days before your services are due to be renewed. Your account will only be deemed as terminated once all outstanding balances have been paid in full. Domains will only be considered for transfer once all balances have been settled, TenX will not charge you for transferring a domain(s) away to another registrar’s tag. You acknowledge that, termination of the agreement for any reason will result in TenX ceasing to provide the applicable services, with the consequences that flow from such cessation, including (but not limited to), deletion of data .e.g. hosting account(s) and mail boxes.
Handling complaints
At TenX we like to think we get it right all the time, every time but the truth is everyone can get it wrong from time to time. We can only improve our services with valid feedback from you.
If you wish to make a complaint about a service you have received, please submit an email to us at Domain.Administrator@tenx.uk including as much detail from the issue you have. We will acknowledge your complaint within 1 business day and aim to resolve any issues within 5 business days.
If you’re not happy with the initial outcome of your complaint, than please feel free to escalate your issue to Nominet (the .uk registry) here: http://www.nominet.uk/disputes/complaining-about-registrar/complaints-procedure
If you wish to raise a complaint about abuse you have received (phishing scams, spam emails etc), please contact us at abuse@tenx.uk with as much detail about the abuse. We will investigate your complaint – this email address is monitored regularly during business hours and you can expect a response within 3 business days.
Contact Details:
Email: Domain.Administrator@tenx.uk
TenX
1 Cedar Ridge
Garforth
Leeds
LS25 2PF
Telephone 0845 224 9875 – Please ask for Domain Administrator
