GoDaddy.com

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.The customer acknowledged and agreed to the following agreements upon...

conducting business with GoDaddy:• Universal Terms of Service• Domain Name Registration Agreement• Domain Name Proxy AgreementThe latest version of these agreements can be found at: [redacted]Our customer made a similar complaint we responded to on December 19, 2014. On December 16, 2014, our customer contacted GoDaddy’s support staff to remove an add-on service, Protected Registration, from their domain name purchase. Our customer worked with our Protected Registration team to remove the service from the domain name.  This does not cancel the domain itself, only the protection. In our previous response, we informed our customer that while the Protected Registration was cancelled on the account, they were still responsible for cancelling their domains should they wish to do so.Our customer took no action to cancel the domains from the account and the domains in question renewed on May 2, 2015. GoDaddy sent renewal notices prior to the renewal on:• January 31, 2015• March 02, 2015• April 1, 2015• April 26,2015• April 28, 2015These notices indicated the domains would be automatically renewed upon expiration unless action was taken.  GoDaddy provides customers with full control over the automatic renewal feature. Customers may, at any time, log into their account and modify this preference.  Account management is a customer responsibility.  RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.  We have connected with our customer and walked them through the cancellation process. We also provided a refund to our customer as a goodwill gesture.Thank you again for the opportunity to address and bring clarity to the concerns presented by our valued customer.Best Regards,Ken C[redacted]Office of the CEO - GoDaddy[redacted]

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.- GoDaddy continues to have my domain name suspended at the moment of this response and continues to extortion me to pay ransom to get it transferred to other Registrar.- GoDaddy has make no attempt on their side, as they said to you, except getting a sales rep. to further solicit me to pay the ransom (his contact has been CC here) and attached you can find our communication in [redacted] (emails with full headers) and a [redacted] of them (if you need exact translation proof, let me know), until the point I declared that my intentions are to resolve this amicably by transferring the domain name to another Registrar that respects the constitutional rights of free speech in press, but that I HAVE NO INTENTION TO FALL FOR THEIR EXTORTION AND PAY A RANSOM FOR MY OWN DOMAIN NAME.EDUCATION: A Registrar, is a private company that has been accredited by [redacted] and get the reselling rights of Domain Names from [redacted]. They have not offered my organization any other service like hosting or email service through which they would have the right to regulate the content, they have just offered me the domain name which is not their own product, it is a digital asset owned by its Registrant (me), Regulated by [redacted], serviced by [redacted] and Billed by GoDaddy.Please let me know what I must do, in order to be able to transfer my domain name to other Registrar, without having to pay illegal ransom to extortionists that have no respect for the constitutional rights of freedom in speech for the press.Looking forward for your help in this !Best Regards,[redacted] 

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 up conducting business with GoDaddy:· Universal Terms of Service· Domain Name Registration Agreement The latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxIn May 2012 the complainant moved the domain to this account from another GoDaddy account through a Change of Account process. At that time, the domain name was set to a manual renewal setting. GoDaddy provides customers with full control over the manual and automatic renewal feature and they may, at any time, log into their account and modify this preference. On February 3, 2014 the complainant manually renewed their domain name for a one year term.Per the complainant's account preferences, GoDaddy was instructed to not automatically renew the domain with the latest domain renewal and did so in a Good Faith effort to honor its agreements with the customer. Account management and renewal of domains is solely a customer responsibility and the complainant agreed to this when they registered domains through GoDaddy. While we make a best effort to partner in the complainant’s success the complainant must also be responsible for their actions or lack thereof.GoDaddy sent renewal notices prior to the expiration date on:· December 24, 2014· January 23, 2015· February 22, 2015· March 9, 2015· March 19, 2015GoDaddy also sent notices after the expiration date on:· March 25, 2015· March 29, 2015· April 5, 2015On the day a domain name expires, in this case March 24, 2015, the complainant agreed and purchased term of domain registration ended. After the complainant's agreed and purchased term of domain registration ended GoDaddy (at our own cost) provided the complainant with a 42 day grace period to renew or redeem the name.  After an 18 day grace period from time of domain expiration, GoDaddy charges an $80 redemption fee to redeem the domain.The domain was cancelled out of the account on May 5, 2015 and notification was sent via email but the complainant did not reach out to our Customer Care team regarding the domain until May 18, 2015. At this time our Customer Care team offered to help the customer by waiving half of the redemption fee as a courtesy goodwill gesture to the complainant. The complainant declined the offer.GoDaddy also offers hosting services as a stand-alone product. The complainant has a hosting plan that was purchased on April 27, 2010 and has been set to automatically renew on a monthly basis since the original purchase. GoDaddy has done so in good faith to honor its agreements with the customer and their account preferences.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.If the complainant would like to redeem the domain name we are glad to honor the Customer Care team’s offer to waive half of the redemption fee.  This would allow the complainant to redeem the domain for $40 plus the cost of the domain renewal.The complainant can take advantage of this offer by reaching out to our office or by contacting our 24/7 Customer Care team at ###-###-####.We will be unable to accommodate the request for a refund on the complainant’s hosting as the service has and is working as intended.EDUCATION:The complainant may find the following GoDaddy support articles useful:What happens after domain names expire: https://support.godaddy.com/help/article/6700/what-happens-after-domain-names-ex...⇄ Policy: https://support.godaddy.com/help/article/8849/refund-policy?locale=enThank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,Melanie Van KlaverenOffice of the CEO - GoDaddy[redacted]@GoDaddy.com[redacted]Scottsdale, AZ 85260[redacted] Phone[redacted] Fax

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.I had the same CC payment for 9 other products on my account and they were all fine with no issues.  in addition, we are in 2015, and less than a month of removing of $15,000 of code and work, you are unable to recover.  This say a lot of GoDaddy business processes and company.  The customer service agent keep saying to me that we have over 60 Million customers to manage to minimize my complaint.  60 Million can be ZERO with this approach.  To move forward and get my sites back up, I called GoDaddy on July 17, 2015 to repurchase the same product back on my account.  I paid $179.95, but now GoDaddy is charging me $240.00 for the same product.  This is a 25% increase of the same product, and less than a month of cancellation.  IS THIS FAIR?  Being in the position I'm in, I went ahead and purchased it anyway.

Regards,

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

conducting business with GoDaddy:• Universal Terms of Service Agreement• Hosting AgreementThe latest version of this agreement and other legal agreements may be found at: http://www.godaddy.com/legal-agreements.aspxOn August 10, 2015, our customer contacted our support staff via phone to discuss the renewal of a Deluxe hosting service they had been utilizing. The service was not renewed during the interaction and the customer indicated that they would call back to renew their service. After this interaction ended, our records show a request was made from within the customer's account to downgrade their Deluxe hosting service to an Economy tier.Based on their complaint, it is evident the downgrade was not intended. However, there is no evidence that our support staff was in the account when the downgrade was requested.   Resolution:GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service.On August 11, 2015, our customer contacted support staff to renew their hosting. During this interaction, they were advised that in order to be switched back to the deluxe plan, an upgrade transaction was required, along with the renewal transaction to keep the service active. This resulted in a slightly higher cost than what our customer would have been charged had the downgrade never occurred. GoDaddy made a goodwill exception by issuing a refund for the difference in what they were charged and what they would have been charged for a single renewal transaction.We appreciate the customer’s candid feedback about our service levels and will ensure their concerns are fully reviewed by our customer care managers in an effort to identify improvement opportunities. GoDaddy strives to offer the best service levels in the industry.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

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by our customer. All promotional offers provided by GoDaddy contain details and limitations of the offer.  Our customer attempted to use a promotion that did not apply to the transaction in question.  We will only honor valid promotional offers our customers may receive from GoDaddy.Thank you again for the opportunity to address and bring clarity to the additional concerns presented by our customer,Kindest regards,[redacted]Office of the CEO - GoDaddy[redacted]Scottsdale, AZ 85260

The response from GoDaddy.com, LLCis not in good faith and is based on false claims. GoDaddy.com, LLC 

auctions team has not informed me of the required updates that need to be

made on my Payee account despite several email requests.
GoDaddy.com,

LLC has not clarified what is invalid on my Payee account. My Payee information is correct and I have repeatedly asked  GoDaddy.com to clarify which information is invalid to them as "I can not change my name, my address, bank account number or phone number" (related emails have been forwarded for reference).
On September 23, 2015, GoDaddy.com claimed they successfully sent payment by Check according to my Payee information, but it turned out to be false promise as I never received it when the waiting period (1 month) elapsed.
On November 05, 2015, GoDaddy.com wrote to me by email that they have stopped payment by Check, and then I provided my Bank account details on the Payee account. GoDaddy.com has not made it clear to me that the Bank account details that I have used for so long are invalid.
On November 17, 2015, when I sent an email inquiring why the payment was not sent despite providing all the details, GoDaddy.com wrote to me by email that:  "Thank you for contacting aftermarket support. I have sent your inquiry to our accounting department, we will update you once they are finished investigating. Please allow 5-7 days". However, when 7 days elapsed, GoDaddy.com could not reply emails concerning the same.

Dear Dispute Resolution Consultant,Thank you for the opportunity to address the concerns presented by our customer, who acknowledged and agreed to the following upon conducting business with GoDaddy:•Universal Terms of Service Agreement•Domain Name Registration...

Agreement•Hosting AgreementThese agreements are found at: https://www.godaddy.com/legal-agreements.aspxOn January 3, 2015, our customer purchased GoDaddy’s Starter Managed WordPress hosting and a domain name via online transaction, each for a one year term.  Contrary to our customer’s understanding, automatic renewal settings for the domain name and hosting had not been disabled.On January 3, 2016, GoDaddy was instructed, per our customer’s account preferences, to automatically renew the hosting in question, and did so in a good faith effort to honor its agreements with our customer.  GoDaddy also attempted to renew our customer’s domain name per their account preferences; this transaction attempt was declined by our customer’s financial institution.  On January 8, 2016, GoDaddy automatically renewed the domain name per our customer’s account preferences.  Account management is ultimately a customer responsibility.RESOLUTION:GoDaddy upheld its agreements in good faith with our customer and honored its terms of service.Our customer was already refunded for the hosting renewal.  Our customer will need to cancel the domain name in question in less than 45 days from renewal to be refund-eligible.  Once canceled, they may contact our billing teams via phone or chat to request a refund.We also appreciate our customer’s candid feedback on 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.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy

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

https://www.godaddy.com/legal-agreements.aspx On January 8, 2015 our customer registered the domain name in question for a one-year term via online transaction. This is for the period ending January 8, 2016. On January 9, 2016; per our customer's account preferences, GoDaddy was instructed to automatically renew the domain and attempted to do so in a good faith effort to honor its agreements and the customer's financial institution declined payment(s).  GoDaddy proactively sent multiple notices pre- and post-expiration to the customer. GoDaddy sent renewal notices prior to expiration on:• December 9, 2015• January 3, 2016 GoDaddy also sent notices after expiration on:• January 9, 2016• January 13, 2016• January 20, 2016 These notices informed the customer their expired domain was at risk of being canceled unless additional action was taken. Account management is a customer responsibility. After expiration, GoDaddy (at our own expense) provided a 42 day grace period for our customer to renew or redeem their domain. RESOLUTION: GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. The domain correctly followed the normal expiration life-cycle, was canceled due to non-payment, and has since been acquired by another party. That party has elected to list the domain for sale.  GoDaddy is unable to return the domain name to our customer. They may wish to contact the current registrant directly and discuss any options for re-acquiring the domain name.Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,  John M[redacted]Office of the CEO - GoDaddy

Thank you for the opportunity to address the concerns presented by our customer. We would like to present the following: ...

Our customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddy. The latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspx  On February 3, 2016 our customer purchased serveral services via an online transaction, including an Ultimate Web Hosting plan for a one-month term. After completing the transaction our customer contacted our support teams to request a price adjustment associated with their hosting service purchased. The hosting plan our customer purchased was displayed on our website at a rate of $14.99 per month. The $9.99 rate per month requested by our customer was only applicable if they had purchased an annual (12-month) term. Our customer was properly informed of the annual terms versus monthly terms and was charged accordingly.  RESOLUTION: GoDaddy upheld its agreements in good faith with our customer and honored its terms of service. We have connected directly with our customer to address their concerns and appreciate their candid feedback which has been shared with our customer care managers in an effort to identify improvement opportunities. As our customer had only purchased one-month of the hosting service in question, the discounted rate they had requested does not apply.   Thank you again for the opportunity to address the concerns presented by our customer. Kindest regards, Melanie V[redacted] Office of the CEO - GoDaddy

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

https://www.godaddy.com/legal-agreements.aspx On July 2, 2014 our customer purchased an Economy cPanel Hosting plan for a one year term during a call to GoDaddy’s Customer Care Center. During this call our customer was properly advised that migrating the content of their existing website to this plan was their responsibility. 
On July 13, 2014 our customer contacted our Customer Care Center and was again provided with instructions to migrate their website content. 
On July 2, 2015 the hosting plan expired. Per our customer's account preferences, GoDaddy was instructed to not automatically renew the service and did not do so in a good faith effort to honor its agreements with the customer. Account management is a customer responsibility.  The hosting plan was ultimately canceled on July 22, 2015 for non-payment.  On March 4, 2016 our customer contacted GoDaddy’s Customer Care Center to request a refund for the year of hosting. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.  The hosting plan our customer purchased functioned as intended.  Our customer allowed it to run its term of purchase and then expire. As GoDaddy did devote resources to our customer the refund they have requested is not applicable. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,John M[redacted]Office of the CEO - GoDaddy

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

https://www.godaddy.com/legal-agreements.aspx On February 10 and 12 of 2016 our customer’s hosting plans expired. Per their account preferences, GoDaddy attempted to renew the services utilizing the associated payment method; the financial institution declined payment.  GoDaddy sent notices indicating the hosting may be canceled unless action was taken.After expiration, GoDaddy provided 20 days of hosting services without payment prior to cancellation due to non-payment on March 1 and 3 of 2016. Our customer contacted our support team after cancellation to request reinstatement.GoDaddy charges a $149.99 fee per website to restore data on occasions where a customer has not backed up their own content. Hosting restores are not a service GoDaddy regularly offers and are not guaranteed. Restore fees are not punitive; rather, it helps offset expense incurred performing data recovery work. Customers are not obligated to pay a restore fee provided they maintained their own independent backups; a responsibility agreed to upon hosting sites with GoDaddy.RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service. The content on our customer’s two sites has been restored as requested.  One of the domains and the associated name servers are registered through a 3rd and must be updated.  As such, GoDaddy is denying the requested refund. We recommend our customer make note of their expiration date and back up their site content to avoid future issues; account management is a customer responsibility.    Thank you again for the opportunity to address the concerns presented.Regards,John M[redacted]Office of the CEO - GoDaddy

Thank you for the opportunity to address the additional concerns presented by our customer. GoDaddy stands by its original response.  Our customer purchased the Protected Registration service with their domains via online transaction, without the assistance of GoDaddy’s customer care teams.  The service is functioning as intended and advertised, keeping the domain from being canceled without proof of identification.Our office has been unsuccessful in connecting directly with our customer in an attempt to assist them.  Our customer has previously been provided instructions on how to cancel the Protected Registration service, but has not taken action to do so.  Account management is solely a customer responsibility and our customer agreed to this upon conducting business through GoDaddy. While we make a best effort to partner in our customers’ successes, our customers must also be responsible for their actions or lack thereof.Furthermore, GoDaddy participates in card updater services supported by our customer’s credit card provider which may automatically update expired payment methods without our customer taking any action. These practices are discussed within the Universal Terms of Service Agreement referenced in our previous response.Again, once our customer has properly submitted their request to cancel the Protected Registration service and required identification documentation, the service may then be canceled and any applicable refunds submitted. If our customer experiences issues trying to submit this information, they may email [email protected] for further assistance.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy

Thank you for the opportunity to address the additional concerns presented by our customer. Our customer previously had a Windows Web shared hosting account with GoDaddy.On February 25, 2016, our customer’s hosting account expired.  Per their account preferences, GoDaddy was instructed to not automatically renew the hosting in question upon expiration and did not do so in a good faith effort to honor its agreements with the customer. Account management is a customer responsibility.GoDaddy sent renewal notices prior to and after the expiration date informing the customer their expired item(s) were at risk of being canceled unless additional action was taken.  After our customer's agreed and purchased term ended, GoDaddy provided 10 days of live site service without receiving payment. When this 10-day period ended, the site was suspended for nonpayment.  GoDaddy then held the website data for an additional 10 days before the site content was deleted.   GoDaddy provided 20 total days of service without payment prior to cancellation.Hosting restores are not a product that GoDaddy regularly offers, but rather a service that GoDaddy may provide in rare occasions when a customer does not have their own content independently backed up. To restore a customer’s individual website, our administrators must perform data recovery work to see if the deleted content can be restored.Our hosting administrators have located a backup of our customer’s files, however the website restore process is costly in both time and manual effort.  To cover these costs, GoDaddy normally charges a nominal fee of $150.  As a one-time courtesy, we will reduce this fee to $75.  Our customer will also need to contact our customer care center at ###-###-#### to purchase and set up a new hosting account to restore the files to.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy

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...

Our customer sold two domain name registrations via GoDaddy Auctions.  Due to an error, our customer was paid twice, each transaction in the amount of $760.00 USD for the first domain, totaling $1,520.00 USD.  In a separate correspondence, our customer had been provided the Unique Transaction ID numbers they may use to track these payouts made to their PayPal account. The proceeds requested for the second domain in the amount of $336.00 USD were held as a partial offset for the second $760.00 payment made to our customer in error.  RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer has been overpaid by GoDaddy in the amount of $424.00 USD. To expedite the return of the funds by our customer to GoDaddy, a Miscellaneous charge in the amount of $424.00 USD has been placed in the shopping cart within our customer’s GoDaddy account.  To return the payment to GoDaddy our customer may complete the transaction within their shopping cart.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Gary H[redacted]Office of the CEO - GoDaddy

GoDaddy claims that I consented to terms that were stated PRIOR TO PURCHASE, BUT I DID NOT.
All I ask is that they back up their claim with some kind of proof. The fact that they cannot produce this proof is indicative of the fact that NO SUCH AGREEMENT was made at the time of purchase. The company refers to a link that discloses their policies, but this does not alter the fact that this information was not disclosed prior to the purchase.
Until GoDaddy can produce DOCUMENTATION that these terms were disclosed PRIOR to purchase, I can only assume that NO SUCH PROOF EXISTS!
I am afraid that the only way to clear up this matter may very well be via Small Claims Court or even a Class-Action lawsuit!

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 August 21, 2016 our customer purchased GoDaddy’s Domain Buy Service...

(DBS) for the domain in question during an online transaction. This service enlists GoDaddy's Domain Buy Agents to attempt to contact a current domain name registrant and attempt to negotiate a sale of the domain name registration.  Domains are sold on a first-come, first-served basis. Our Customer claims that GoDaddy has "front run" a domain name that they attempted to register or capture through Domain Buy Service. Domain “front-running” is the act of registering domain names after a registration search is done in an attempt to profit from them. GoDaddy does not and never has participated in domain name “front-running”. We encourage our customers to purchase any available domains they desire at the time they show as available for registration.RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.  We presented our customer’s offer to the current registrant and fulfilled our obligations. According to the public WHOIS directory, the domain name in question has been registered since December 18, 2003.  GoDaddy is not the registrant of this domain name, as it appears it has been registered by another GoDaddy customer who has elected to utilize private registration.On August 24, 2016, our customer submitted a minimum/maximum offer for the domain. On September 2, 2016 our customer declined the current registrant’s offer to sell the domain and the Domain Buy Service claim was closed. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,John M[redacted]Office of the CEO – GoDaddy

Thank you for the opportunity to address our customer’s additional concerns.
We stand by our previous response. GoDaddy followed up with our customer via email to inform them of the Domain Buy status. Emails were sent to the email address on file for our customer’s account. Our Domain Buy Service agents attempted to connect with the registrant of the domain in question however, they were unsuccessful in connecting with the registrant.
GoDaddy will stop attempting to broker a sale after 30 days if there is no contact with the owner of the domain. As a courtesy to our customer, GoDaddy attempted two additional times to connect with the domain registrant for brokering the sale of the domain in question.
As GoDaddy has not been able to connect with the domain registrant, the claim has been closed.
Per GoDaddy’s Refund Policy the Domain Buy service is non-refundable. Our Domain Buy Service agents provided the service as offered, and we are unable to provide the customer with their requested refund.
Thank you again for the opportunity to address the additional concerns presented by our customer.
Kindest regards,
Ken C[redacted]Office of the CEO - GoDaddy

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 [redacted]
On May 13, 2016, our customer contacted GoDaddy to discuss options...

for moving two websites from their existing hosting service, which is scheduled to be discontinued. Our customer was presented with several hosting options for their sites.On August 9, 2016, our customer contacted GoDaddy and purchased a Managed [redacted] plan to host their sites.
On October 12, 2016, our customer contacted GoDaddy regarding a renewal charge for their original hosting. The renewal transaction and original hosting service were canceled and the charge refunded. Unfortunately, our customer did not have a backup copy of a site still being hosted under the original hosting.
When a hosting account is cancelled GoDaddy may retain the data for a limited time. The content is not stored in our customer's account but rather on other servers that GoDaddy uses for disaster recovery. Per our terms of service, it is a customer responsibility to maintain independent backup copies of data uploaded to their GoDaddy hosting account.
RESOLUTION:
GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
Our administrators were able to locate a recent copy of our customer’s site and have moved it to their Managed [redacted] account. Our customer has been notified of this via email.
We understand this was a frustrating experience for our customer, and as a goodwill gesture, we have extended their paid services for the account in question by 1 year at no cost, in addition to waiving our standard fees for data recovery work.
Thank you again for the opportunity to address the concerns presented by our customer.
Kindest regards,Stephen J[redacted]Office of the CEO - GoDaddy

Apologies - I meant to refer to the initial conversation and payment made on January 7, 2016, at which point I we were told there would be no additional charges.