Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainantAfter additional review by GoDaddy’s payment processing team, they have found the funds in question have not been returned to GoDaddy, as the complainant’s financial institution has not rejected these funds. GoDaddy confirmed the payment to and provided the complainant with the ARN(s) (Acquirers Reference Number) associated with these transaction(s).When GoDaddy issues a refund to a financial institution, the receiving institution will typically hold the funds until requested by their customer (the complainant) to determine how the funds will be handled.If the funds were rejected, the financial institution should be able to provide a statement to the complainant that includes a transaction number that GoDaddy can utilize to trace these funds. Again, only in the event the fund request(s) are denied by the financial institution may GoDaddy issue a refund in the form of a check. Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Best Regards,*** ***Office of the CEO - GoDaddy***@GoDaddy.com*** ** *** *** *** ***Scottsdale, AZ
Thank you for the opportunity to address our customer's concerns.Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On October 28, 2013, our customer purchased an Unlimited Business Email plan for a
two-year term via online transactionThis plan automatically renewed for an additional two-year term on October 28, On October 28, 2017, we attempted to renew our customer’s email plan for another two-year term in accordance with their account settings, however, the transaction failedAn email notification was sent to our customer informing them their email plan failed billingOn November 2, 2017, our customer accessed their account and manually renewed their email plan for two yearsApproximately eight minutes following the initial renewal, our customer’s email plan was renewed a second time via online transaction for an additional two years.Our customer contacted our support center on December 19, 2017, to request a refund for the second renewal transaction and was correctly informed per GoDaddy's Refund Policy, the transaction in question is beyond refund eligibility.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.We value our customer, and as a gesture of good faith, we will refund one of the two renewal transactionsBefore doing so, there are actions within our customer’s account we need their help in performing to reverse the second renewal.We attempted to contact our customer to discuss and resolve their concerns via phone, however; our attempt was unsuccessfulWe have emailed them with an invitation to connect to address their concerns at their earliest convenienceThank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Johnee D***Office of the CEO - GoDaddy
Based on the information provided by the complainant, GoDaddy is unable to identify an account to properly address their concernsOur office made multiple attempts to reach the complainant via the phone information they had provided and have been unsuccessfulShould the complainant have the full
credit card number they may reach out to our Billing team directly as they would be able to utilize that information to locate the charges in questionThat team is available hours a day, days a week at ###-###-####. Any applicable refunds will be provided in accordance with our Refund Policy.The complainant may find the following article useful:Refund Policy:https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963&prog_id=PROG...⇄ you again for the opportunity to address the concerns presented by the complainant.Kindest regards,Gary H***Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer's concerns.Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On September 22, 2016, our customer purchased a domain name with private registration,
Website Builder, and an Office email plan for a one-year term with assistance from GoDaddy’s Chat teamOn August 26, 2017, GoDaddy’s Customer Development Team contacted our customer to discuss their account, however as no account validation occurred on this call, any renewal settings would not have been changed.On September and 23, 2017, per our customer's account preferences, GoDaddy was instructed to automatically renew the services in question for a one-year term and did so in a good faith effort to honor its agreements with our customerGoDaddy sent multiple renewal notices prior to the expiration date, including on September 12, and September 17, These notices informed our customer their expiring items would be renewed in accordance with their account settings unless additional action was takenOur customer did not contact GoDaddy’s Customer Care team until October 25, to request a refund.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our office is willing to refund the domain name and private registration renewal, provided our customer cancels the domain prior to November 7, Once canceled, our customer can contact our office directly via [email protected] to request a refundThe Website Builder and Office renewals are non-refundable per GoDaddy’s Refund Policy: https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963&isc=statusdotThank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L***Office of the CEO - GoDaddy
Thank you for the opportunity to address and bring clarity to the additional concerns presented.We stand by our previous responseEither the customer or a third party contacted our support teams on November 17, and had access to the account and was able to provide validation for the accountThey were informed the hosting had expired at that time, would soon be cancelled and that a fee would be charged in order to restore the filesOur customer did not attempt to contact GoDaddy to attempt to restore files until December 13, GoDaddy was able to restore the site with what content was available to restore.GoDaddy charges a $fee per website to restore data when a customer has not backed up their own contentAs a goodwill gesture this fee was reduced to $Customers are not obligated to pay this fee if they maintained independent backups; a responsibility the customer agreed to upon hosting sites with GoDaddyRestores are not a service GoDaddy normally offers and are not guaranteed.Thank you again for the opportunity to address and bring clarity to the additional concerns presented by our customer.Kindest regards,Ken C***Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant
Thank you for bringing this matter to our attentionWe 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 this agreement and other legal agreements may be found at: ***
On September 30, 2012, our customer purchased a domain for yearsThis purchase was made online without the assistance of GoDaddy support staffFollowing this purchase, our customer created an email address, utilizing their new domain name
On February 21, 2013, our customer purchased a domain backorder for the same domainThis purchase was made in a separate account from the one in which the domain had been previously purchasedThis transaction was also completed online, without the assistance of GoDaddy support staffOur customer was sent confirmation of this transaction to the email address they provided when setting up their account
It appears there may have been some confusion when they made this purchase, as they were already the owner of the domainDomain Backorders is a service that helps you attempt to acquire a domain name when it becomes available for registration
On September 30, 2014, our customer’s domain expiredPrior to expiration, GoDaddy sent multiple renewal reminders to the email address provided by our customer when they setup their accountAccount management, including product renewals, is a customer responsibility
In most cases, domain owners can still renew their domain following expiration, however, the timeframe to do so is limitedOn November 11, the domain was canceled as it was not renewedThe email address associated with the domain was also canceled on this date
Subsequently, the backorder purchased by our customer in their other account was successful in capturing the domain nameOur customer was sent email notification and the domain was added to that account on November 11, Furthermore, as part of the Domain Backorders service, email notifications are sent when there is a change to the backordered domain’s statusSuch a notification was sent to our customer on October 25,
To date, our customer has been unable to provide the required security information for the account where the domain was originally registeredWithout this information, we are unable to transfer the email data referenced in their complaint to their other account.Resolution:
GoDaddy values our customer’s business and acted in good faith to uphold its agreements with them
We encourage our customer to continue working with our support staff on this time sensitive issueThe data they wish to have moved is only available for days from the date the domain was canceled
Education:
The customer might find the following article useful.What happens after domain names expire?***
Thank you for the opportunity to address and bring clarity to the concerns presented by our customer
Kindest Regards*** ***Office of the CEO - GoDaddy
Dont lie to meI sent every bit of info I had witch you requested.But there were several things I did not have.I, like most people do not have an collage id, military id or a passportI never owned a credit card nore did I pay with a credit card but you kept asking for a copy of it. I never received one phone call and I never received any emailed until I reach out to customer support to find out what happened Afyer I sent all the info requested godady stoped responding to me.I never received a refund for the domain, the email or domain privacy etherNow my domain is listed dore sale on godaddys website.saidly the domain was for my online businessAnd saidly I had to close my business and let all my employees goA very said way to start the new year
Thank you for the opportunity to address the complainant’s concernsThe complainant is not a GoDaddy customer, nor has GoDaddy entered into any relationship or agreements with the complainantGoDaddy is only the registrar of record for the domain name in question, and has no other affiliation with
the website, its content or its business practices. GoDaddy has no control over the website content, as the site’s files are hosted elsewhere. The complainant may want to contact the hosting provider in question, Peer Dedicated Hosting, to determine if they have policies in place to address the complainant’s concerns.Additionally, if there is belief that illegal activity has occurred, or if the complainant believes their life may be in danger, we highly recommend they connect with their local law enforcement or legal counsel immediatelyGoDaddy has a long history of cooperation with law enforcement and the courts from a local to international level.Thank you again for the opportunity to address the concerns presented by the complainant.Kindest regards,Mike L***Office of the CEO - GoDaddy
Mr H***'s response was totally off the mark and did not address the nature of the issues. Virtually all of the information he stated was false:1. On 7/sent billing information to ***, not to the account administrators email address- ***.2. I did contact GoDaddy first the moment I found the charge for $69.99on my bill- July 20th, 2017, days after it posted to my account.3. The GoDaddy agent could not find or otherwise identify the transaction with the information provided on my *** *** bill. GoDaddy's customer service agent suggested I call *** *** and charge back the account.4. *** *** Merchant agreement requires that GoDaddy be able to find and identify disputed transactions by the transaction ID as found on *** *** billing statements. 5. I did contact your customer care team on July 20th, and AGAIN on August 30th!GoDaddy's trade practices are unfair. It is impossible to do a dispute with my credit card company (to weeks to complete) AND resolve the dispute within the period that Mr H*** refers to in the terms and conditions I want a refund.There are two separate disputes filed through *** ***. First on July 20th (***) and a second on August 30th (***). The following is a completely statement:H***:"Contrary to our customer’s understanding, they did not contact our Customer Care team until August 30, 2017"
Thank you for the opportunity to address our customer's concernsUpon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On December 22, 2015, our customer purchased an Unlimited Business Workspace Email
plan, with additional email boxes for a one year term with assistance from our customer care team. As part of the bundle included with this purchase, our customer received personal Online Calendars, a Group Online Calendar, and GB mini Online Storage for a one-year term at no charge.On December 22, 2016, per our customer's account preferences, GoDaddy was instructed to automatically renew the email boxes, calendars, and online storage in question and did so in a good faith effort to honor its agreements with our customer.GoDaddy sent renewal notices prior to the expiration date, including on December 12, 2016.These notices informed our customer their expiring items would be renewed in accordance with their account settings unless additional action was takenAccount management is a customer responsibility.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer contacted GoDaddy’s customer care team on January 24, 2017, and was properly informed the products in question are no longer refund-eligible. Our customer care team assisted our customer with disabling the automatic renewal feature on the products in questionAgain, these products are not refund eligible.We encourage our customer to review and manage their account settings to prevent further unwanted renewalsThe following information may be useful to our customer:GoDaddy Refund Policy:http://x.co/refundpolicyThank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L***Office of the CEO - GoDaddy
Thank you for the opportunity to address the complainant’s additional concernsWe have contacted the complainant directly and resolved this matterKindest regards, John M*** Office of the CEO - GoDaddy
Thank you for the opportunity to address the complainant’s concernsUpon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On January 4, 2017, the complainant reached out to GoDaddy support teams via
Online Chat to renew their Office email plansThe complainant reached out again via an Online Chat interaction on January 6, During this interaction, the complainant validated the account and stated they wanted to renew some domains as well as purchase new domainsHowever, one of the domains in question was being sold as a premium domain nameDuring the interaction, our support teams correctly informed the complainant what a premium domain name was and the price associated with the domainThe complainant then moved forward and requested and approved our support teams to process the orderThe complainant then asked auto-renewal to be turned off and disconnected the chat.On March 13, 2017, the account holder for the account reached out indicating that a premium domain was purchased without their authorizationOur support teams informed them that the complainant had reached out to our support teams to make the purchase and the account holder insisted that the party in question was affiliated with their account but did not make the purchase and requested a copy of the chat logs.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of serviceAs the account was validated by the complainant and authorization was given to purchase the domain name in question we are unable to refund the transactionAdditionally, requests to be provided with copies of the support interactions would need to be accompanied by a valid subpoena or court order.Thank you again for the opportunity to address the concerns presented by the complainant.Kindest regards,Ken C***Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer's concerns. Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.GoDaddy’s website does not reflect the word “unlimited” for any aspect of our
hosting plans beyond reflecting that some plans offer the ability to host “unlimited websites”RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer did not reach out to our 24/Customer Care Center to discuss any hosting related concerns during the timeframe indicatedIf our customer had concerns pertaining to hosting functionality, they could have reached out to our Care representatives at any time. Per the Hosting Agreement acknowledged and accepted by our customer, older plans which indicted they had “unlimited” resources were only limited in the event a website’s content or traffic posed a concern to other websites hosting on the same shared environmentIf that had been the case, our customer would have received email correspondence from our Network Violations team, which they did not. If our customer would like to provide us with additional information for clarification of their concern, they are welcome to email our office at [email protected] you again for the opportunity to address the concerns presented by our customer.Kindest regards,Terri H***Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer’s additional concernsWe stand by our previous responseAs work had already begun on our customer’s website build, they were only eligible for a refund of 70% of the total amount paidThis is per the refund policy which our customer agreed to at the time of purchaseAdditionally, while our customer requested a full refund they were informed that was not possible and that a 70% refund would be provided instead.Lastly, as outlined in our previous response, after the refund was processed our customer indicated their desire to move forward with revisions to the website as our design teams had originally offered to doOur customer was correctly informed they would need to pay back the amount which was refunded before this could be doneOur design teams have since connected with the customer and our customer has paid the amount in questionAs such we consider this matter closed.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Ken C***Office of the CEO - GoDaddy
This response is untrueThe issue is that I never received the refund for $to date! I've confirmed this with my credit card company and provided Godaddy with a copy of my statement attached showing ONE refund processed in the amount of $I've attempted to resolve this numerous timesI do not have a problem with paying for my productsI simply asked to cancel some that I have never utilized for years! This mix up was their mistakeOnly one refund was given to me and now they're holding my website and domain hostageThis isn't how business is handled and certainly not customer service
Thank you for the opportunity to address our customer's concerns.Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at ***.On September 11, our customer purchased a premium domain name in an online
transactionThis included the premium domain name purchase price and the one-year registration feePremium domain names are short, memorable, easy-to-spell names that end in a popular extension like .comThese domains tend to cost a lot more than domains, because they are more likely to drive traffic to a website.After our customer purchased the domain in question they contacted GoDaddy’s support teams to inquire on the domain’s statusOur customer was correctly informed that it could take up to two weeks for the domain name to be added to the accountOn September 14, 2017, our customer was notified the domain was now accessible within their accountWhen our customer called on October 05, to inquire a refund on the domain name, they were correctly informed it was not eligible for a refund.The price of any product and the subtotal of the order is shown multiple times prior to processing an orderWe have verified that GoDaddy’s shopping cart was working correctlyOur customer had a chance to verify the order amount before processingAdditionally, GoDaddy sent an order confirmation to our customer to the email address provided during checkout.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of serviceUnfortunately, GoDaddy will be unable to refund our customer’s purchaseOur customer does have some options such as keeping the domain name, or reselling it themselves to try and recuperate their costs.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Ken C***Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer’s additional concerns. Our office has connected with our customer and is currently working to resolve all of their technical concerns. Kindest regards,Gary H***Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer's concernsUpon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On October 6, 2015, our customer purchased a domain, email, and Website Builder
bundle for a one-year term via online transaction On October 6, 2016, per our customer's account preferences, GoDaddy automatically renewed the Website Builder and email in question in good faith to honor agreements with our customer.GoDaddy sent a renewal notice prior to expiration on September 26, 2016, informing our customer their products would renew unless additional action was takenAccount management is a customer responsibility.Our customer contacted GoDaddy’s customer care on October 12, 2016, regarding the renewal, but was unable to validate their GoDaddy accountOur customer indicated they would complete the account update process via changeupdate.com to access the account; these steps were not taken.Our customer next contacted GoDaddy on November 27, 2016, and was able to validate the account. They were properly informed by our customer care team that the transaction was no longer refund-eligible per GoDaddy’s refund policy.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.GoDaddy provides customers the ability to modify account preferences for each product or serviceThis allows full control of deciding which products and services our customers wish to keep active at any given timeDuring the November 27th interaction, our customer care team assisted our customer in disabling the automatic renewal for their products, and the products should not renew at expirationOur customer can utilize the products with another domain until expiration.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L***Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer’s additional concernsAs previously indicated the compromise was a result of our customer failing to maintain current versions of their website software/applicationWe rely on our customers to properly handle any needed security updates and offer additional products to assist when desiredOur customer made the decision to hire a third party to assist with the compromised websiteOur customer was forewarned about security issues, but chose not to take the necessary action to protect the website in question If our customer would like to enable the SMART scan functionality of their SiteLock plan, they may find the following article helpfulSet up SMART scanshttps://www.godaddy.com/help/set-up-smart-scans-9128Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Terri H***Office of the CEO - GoDaddy
because go daddy could not give me a definitive time I lost out on $I was told that most issues are resolved and to hours I was not updated it was past hours and I was told it was no definitive time I had to call several times because several people were didn't give me several different answersI was also told that it was a known issue and was posted on the known issue board of Go Daddy I later find out that that was not the truth it was not a known issue posted
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainantAfter additional review by GoDaddy’s payment processing team, they have found the funds in question have not been returned to GoDaddy, as the complainant’s financial institution has not rejected these funds. GoDaddy confirmed the payment to and provided the complainant with the ARN(s) (Acquirers Reference Number) associated with these transaction(s).When GoDaddy issues a refund to a financial institution, the receiving institution will typically hold the funds until requested by their customer (the complainant) to determine how the funds will be handled.If the funds were rejected, the financial institution should be able to provide a statement to the complainant that includes a transaction number that GoDaddy can utilize to trace these funds. Again, only in the event the fund request(s) are denied by the financial institution may GoDaddy issue a refund in the form of a check. Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Best Regards,*** ***Office of the CEO - GoDaddy***@GoDaddy.com*** ** *** *** *** ***Scottsdale, AZ
Thank you for the opportunity to address our customer's concerns.Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On October 28, 2013, our customer purchased an Unlimited Business Email plan for a
two-year term via online transactionThis plan automatically renewed for an additional two-year term on October 28, On October 28, 2017, we attempted to renew our customer’s email plan for another two-year term in accordance with their account settings, however, the transaction failedAn email notification was sent to our customer informing them their email plan failed billingOn November 2, 2017, our customer accessed their account and manually renewed their email plan for two yearsApproximately eight minutes following the initial renewal, our customer’s email plan was renewed a second time via online transaction for an additional two years.Our customer contacted our support center on December 19, 2017, to request a refund for the second renewal transaction and was correctly informed per GoDaddy's Refund Policy, the transaction in question is beyond refund eligibility.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.We value our customer, and as a gesture of good faith, we will refund one of the two renewal transactionsBefore doing so, there are actions within our customer’s account we need their help in performing to reverse the second renewal.We attempted to contact our customer to discuss and resolve their concerns via phone, however; our attempt was unsuccessfulWe have emailed them with an invitation to connect to address their concerns at their earliest convenienceThank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Johnee D***Office of the CEO - GoDaddy
Based on the information provided by the complainant, GoDaddy is unable to identify an account to properly address their concernsOur office made multiple attempts to reach the complainant via the phone information they had provided and have been unsuccessfulShould the complainant have the full
credit card number they may reach out to our Billing team directly as they would be able to utilize that information to locate the charges in questionThat team is available hours a day, days a week at ###-###-####. Any applicable refunds will be provided in accordance with our Refund Policy.The complainant may find the following article useful:Refund Policy:https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963&prog_id=PROG...⇄ you again for the opportunity to address the concerns presented by the complainant.Kindest regards,Gary H***Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer's concerns.Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On September 22, 2016, our customer purchased a domain name with private registration,
Website Builder, and an Office email plan for a one-year term with assistance from GoDaddy’s Chat teamOn August 26, 2017, GoDaddy’s Customer Development Team contacted our customer to discuss their account, however as no account validation occurred on this call, any renewal settings would not have been changed.On September and 23, 2017, per our customer's account preferences, GoDaddy was instructed to automatically renew the services in question for a one-year term and did so in a good faith effort to honor its agreements with our customerGoDaddy sent multiple renewal notices prior to the expiration date, including on September 12, and September 17, These notices informed our customer their expiring items would be renewed in accordance with their account settings unless additional action was takenOur customer did not contact GoDaddy’s Customer Care team until October 25, to request a refund.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our office is willing to refund the domain name and private registration renewal, provided our customer cancels the domain prior to November 7, Once canceled, our customer can contact our office directly via [email protected] to request a refundThe Website Builder and Office renewals are non-refundable per GoDaddy’s Refund Policy: https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963&isc=statusdotThank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L***Office of the CEO - GoDaddy
Thank you for the opportunity to address and bring clarity to the additional concerns presented.We stand by our previous responseEither the customer or a third party contacted our support teams on November 17, and had access to the account and was able to provide validation for the accountThey were informed the hosting had expired at that time, would soon be cancelled and that a fee would be charged in order to restore the filesOur customer did not attempt to contact GoDaddy to attempt to restore files until December 13, GoDaddy was able to restore the site with what content was available to restore.GoDaddy charges a $fee per website to restore data when a customer has not backed up their own contentAs a goodwill gesture this fee was reduced to $Customers are not obligated to pay this fee if they maintained independent backups; a responsibility the customer agreed to upon hosting sites with GoDaddyRestores are not a service GoDaddy normally offers and are not guaranteed.Thank you again for the opportunity to address and bring clarity to the additional concerns presented by our customer.Kindest regards,Ken C***Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant
Thank you for bringing this matter to our attentionWe 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 this agreement and other legal agreements may be found at: ***
On September 30, 2012, our customer purchased a domain for yearsThis purchase was made online without the assistance of GoDaddy support staffFollowing this purchase, our customer created an email address, utilizing their new domain name
On February 21, 2013, our customer purchased a domain backorder for the same domainThis purchase was made in a separate account from the one in which the domain had been previously purchasedThis transaction was also completed online, without the assistance of GoDaddy support staffOur customer was sent confirmation of this transaction to the email address they provided when setting up their account
It appears there may have been some confusion when they made this purchase, as they were already the owner of the domainDomain Backorders is a service that helps you attempt to acquire a domain name when it becomes available for registration
On September 30, 2014, our customer’s domain expiredPrior to expiration, GoDaddy sent multiple renewal reminders to the email address provided by our customer when they setup their accountAccount management, including product renewals, is a customer responsibility
In most cases, domain owners can still renew their domain following expiration, however, the timeframe to do so is limitedOn November 11, the domain was canceled as it was not renewedThe email address associated with the domain was also canceled on this date
Subsequently, the backorder purchased by our customer in their other account was successful in capturing the domain nameOur customer was sent email notification and the domain was added to that account on November 11, Furthermore, as part of the Domain Backorders service, email notifications are sent when there is a change to the backordered domain’s statusSuch a notification was sent to our customer on October 25,
To date, our customer has been unable to provide the required security information for the account where the domain was originally registeredWithout this information, we are unable to transfer the email data referenced in their complaint to their other account.Resolution:
GoDaddy values our customer’s business and acted in good faith to uphold its agreements with them
We encourage our customer to continue working with our support staff on this time sensitive issueThe data they wish to have moved is only available for days from the date the domain was canceled
Education:
The customer might find the following article useful.What happens after domain names expire?***
Thank you for the opportunity to address and bring clarity to the concerns presented by our customer
Kindest Regards*** ***Office of the CEO - GoDaddy
Dont lie to meI sent every bit of info I had witch you requested.But there were several things I did not have.I, like most people do not have an collage id, military id or a passportI never owned a credit card nore did I pay with a credit card but you kept asking for a copy of it. I never received one phone call and I never received any emailed until I reach out to customer support to find out what happened Afyer I sent all the info requested godady stoped responding to me.I never received a refund for the domain, the email or domain privacy etherNow my domain is listed dore sale on godaddys website.saidly the domain was for my online businessAnd saidly I had to close my business and let all my employees goA very said way to start the new year
Thank you for the opportunity to address the complainant’s concernsThe complainant is not a GoDaddy customer, nor has GoDaddy entered into any relationship or agreements with the complainantGoDaddy is only the registrar of record for the domain name in question, and has no other affiliation with
the website, its content or its business practices. GoDaddy has no control over the website content, as the site’s files are hosted elsewhere. The complainant may want to contact the hosting provider in question, Peer Dedicated Hosting, to determine if they have policies in place to address the complainant’s concerns.Additionally, if there is belief that illegal activity has occurred, or if the complainant believes their life may be in danger, we highly recommend they connect with their local law enforcement or legal counsel immediatelyGoDaddy has a long history of cooperation with law enforcement and the courts from a local to international level.Thank you again for the opportunity to address the concerns presented by the complainant.Kindest regards,Mike L***Office of the CEO - GoDaddy
Mr H***'s response was totally off the mark and did not address the nature of the issues. Virtually all of the information he stated was false:1. On 7/sent billing information to ***, not to the account administrators email address- ***.2. I did contact GoDaddy first the moment I found the charge for $69.99on my bill- July 20th, 2017, days after it posted to my account.3. The GoDaddy agent could not find or otherwise identify the transaction with the information provided on my *** *** bill. GoDaddy's customer service agent suggested I call *** *** and charge back the account.4. *** *** Merchant agreement requires that GoDaddy be able to find and identify disputed transactions by the transaction ID as found on *** *** billing statements. 5. I did contact your customer care team on July 20th, and AGAIN on August 30th!GoDaddy's trade practices are unfair. It is impossible to do a dispute with my credit card company (to weeks to complete) AND resolve the dispute within the period that Mr H*** refers to in the terms and conditions I want a refund.There are two separate disputes filed through *** ***. First on July 20th (***) and a second on August 30th (***). The following is a completely statement:H***:"Contrary to our customer’s understanding, they did not contact our Customer Care team until August 30, 2017"
Thank you for the opportunity to address our customer's concernsUpon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On December 22, 2015, our customer purchased an Unlimited Business Workspace Email
plan, with additional email boxes for a one year term with assistance from our customer care team. As part of the bundle included with this purchase, our customer received personal Online Calendars, a Group Online Calendar, and GB mini Online Storage for a one-year term at no charge.On December 22, 2016, per our customer's account preferences, GoDaddy was instructed to automatically renew the email boxes, calendars, and online storage in question and did so in a good faith effort to honor its agreements with our customer.GoDaddy sent renewal notices prior to the expiration date, including on December 12, 2016.These notices informed our customer their expiring items would be renewed in accordance with their account settings unless additional action was takenAccount management is a customer responsibility.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer contacted GoDaddy’s customer care team on January 24, 2017, and was properly informed the products in question are no longer refund-eligible. Our customer care team assisted our customer with disabling the automatic renewal feature on the products in questionAgain, these products are not refund eligible.We encourage our customer to review and manage their account settings to prevent further unwanted renewalsThe following information may be useful to our customer:GoDaddy Refund Policy:http://x.co/refundpolicyThank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L***Office of the CEO - GoDaddy
Thank you for the opportunity to address the complainant’s additional concernsWe have contacted the complainant directly and resolved this matterKindest regards, John M*** Office of the CEO - GoDaddy
Thank you for the opportunity to address the complainant’s concernsUpon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On January 4, 2017, the complainant reached out to GoDaddy support teams via
Online Chat to renew their Office email plansThe complainant reached out again via an Online Chat interaction on January 6, During this interaction, the complainant validated the account and stated they wanted to renew some domains as well as purchase new domainsHowever, one of the domains in question was being sold as a premium domain nameDuring the interaction, our support teams correctly informed the complainant what a premium domain name was and the price associated with the domainThe complainant then moved forward and requested and approved our support teams to process the orderThe complainant then asked auto-renewal to be turned off and disconnected the chat.On March 13, 2017, the account holder for the account reached out indicating that a premium domain was purchased without their authorizationOur support teams informed them that the complainant had reached out to our support teams to make the purchase and the account holder insisted that the party in question was affiliated with their account but did not make the purchase and requested a copy of the chat logs.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of serviceAs the account was validated by the complainant and authorization was given to purchase the domain name in question we are unable to refund the transactionAdditionally, requests to be provided with copies of the support interactions would need to be accompanied by a valid subpoena or court order.Thank you again for the opportunity to address the concerns presented by the complainant.Kindest regards,Ken C***Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer's concerns. Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.GoDaddy’s website does not reflect the word “unlimited” for any aspect of our
hosting plans beyond reflecting that some plans offer the ability to host “unlimited websites”RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer did not reach out to our 24/Customer Care Center to discuss any hosting related concerns during the timeframe indicatedIf our customer had concerns pertaining to hosting functionality, they could have reached out to our Care representatives at any time. Per the Hosting Agreement acknowledged and accepted by our customer, older plans which indicted they had “unlimited” resources were only limited in the event a website’s content or traffic posed a concern to other websites hosting on the same shared environmentIf that had been the case, our customer would have received email correspondence from our Network Violations team, which they did not. If our customer would like to provide us with additional information for clarification of their concern, they are welcome to email our office at [email protected] you again for the opportunity to address the concerns presented by our customer.Kindest regards,Terri H***Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer’s additional concernsWe stand by our previous responseAs work had already begun on our customer’s website build, they were only eligible for a refund of 70% of the total amount paidThis is per the refund policy which our customer agreed to at the time of purchaseAdditionally, while our customer requested a full refund they were informed that was not possible and that a 70% refund would be provided instead.Lastly, as outlined in our previous response, after the refund was processed our customer indicated their desire to move forward with revisions to the website as our design teams had originally offered to doOur customer was correctly informed they would need to pay back the amount which was refunded before this could be doneOur design teams have since connected with the customer and our customer has paid the amount in questionAs such we consider this matter closed.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Ken C***Office of the CEO - GoDaddy
This response is untrueThe issue is that I never received the refund for $to date! I've confirmed this with my credit card company and provided Godaddy with a copy of my statement attached showing ONE refund processed in the amount of $I've attempted to resolve this numerous timesI do not have a problem with paying for my productsI simply asked to cancel some that I have never utilized for years! This mix up was their mistakeOnly one refund was given to me and now they're holding my website and domain hostageThis isn't how business is handled and certainly not customer service
Thank you for the opportunity to address our customer's concerns.Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at ***.On September 11, our customer purchased a premium domain name in an online
transactionThis included the premium domain name purchase price and the one-year registration feePremium domain names are short, memorable, easy-to-spell names that end in a popular extension like .comThese domains tend to cost a lot more than domains, because they are more likely to drive traffic to a website.After our customer purchased the domain in question they contacted GoDaddy’s support teams to inquire on the domain’s statusOur customer was correctly informed that it could take up to two weeks for the domain name to be added to the accountOn September 14, 2017, our customer was notified the domain was now accessible within their accountWhen our customer called on October 05, to inquire a refund on the domain name, they were correctly informed it was not eligible for a refund.The price of any product and the subtotal of the order is shown multiple times prior to processing an orderWe have verified that GoDaddy’s shopping cart was working correctlyOur customer had a chance to verify the order amount before processingAdditionally, GoDaddy sent an order confirmation to our customer to the email address provided during checkout.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of serviceUnfortunately, GoDaddy will be unable to refund our customer’s purchaseOur customer does have some options such as keeping the domain name, or reselling it themselves to try and recuperate their costs.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Ken C***Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer’s additional concerns. Our office has connected with our customer and is currently working to resolve all of their technical concerns. Kindest regards,Gary H***Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer's concernsUpon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On October 6, 2015, our customer purchased a domain, email, and Website Builder
bundle for a one-year term via online transaction On October 6, 2016, per our customer's account preferences, GoDaddy automatically renewed the Website Builder and email in question in good faith to honor agreements with our customer.GoDaddy sent a renewal notice prior to expiration on September 26, 2016, informing our customer their products would renew unless additional action was takenAccount management is a customer responsibility.Our customer contacted GoDaddy’s customer care on October 12, 2016, regarding the renewal, but was unable to validate their GoDaddy accountOur customer indicated they would complete the account update process via changeupdate.com to access the account; these steps were not taken.Our customer next contacted GoDaddy on November 27, 2016, and was able to validate the account. They were properly informed by our customer care team that the transaction was no longer refund-eligible per GoDaddy’s refund policy.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.GoDaddy provides customers the ability to modify account preferences for each product or serviceThis allows full control of deciding which products and services our customers wish to keep active at any given timeDuring the November 27th interaction, our customer care team assisted our customer in disabling the automatic renewal for their products, and the products should not renew at expirationOur customer can utilize the products with another domain until expiration.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L***Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer’s additional concernsAs previously indicated the compromise was a result of our customer failing to maintain current versions of their website software/applicationWe rely on our customers to properly handle any needed security updates and offer additional products to assist when desiredOur customer made the decision to hire a third party to assist with the compromised websiteOur customer was forewarned about security issues, but chose not to take the necessary action to protect the website in question If our customer would like to enable the SMART scan functionality of their SiteLock plan, they may find the following article helpfulSet up SMART scanshttps://www.godaddy.com/help/set-up-smart-scans-9128Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Terri H***Office of the CEO - GoDaddy
because go daddy could not give me a definitive time I lost out on $I was told that most issues are resolved and to hours I was not updated it was past hours and I was told it was no definitive time I had to call several times because several people were didn't give me several different answersI was also told that it was a known issue and was posted on the known issue board of Go Daddy I later find out that that was not the truth it was not a known issue posted