Yola

Initial Business Response / [redacted] (1000, 5, 2015/11/25) */ Regrettably the customer did not complete the cancellation processHowever, this matter has been resolved with the customer and he has agreed to withdraw his complaint once the refund reflects in his account

Initial Business Response / [redacted] (1000, 5, 2015/11/11) */ While we regret any misunderstanding that may have arisen, have searched our records and cannot find any payment from this customer for web design services (Yola Premier), nor was she able to forward a receipt to us for these servicesIt is possible that she paid another company to design the site for her through Yola or that the transaction was never completed on her endRegardless of the reason we are not able to provide a refund for a sale which never took placeThe additional services which she purchased were delivered as ordered in 2013, and now fall outside of our refund policy Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Attached are my receipts for services purchasedThe email clearly states that I was a Premium customerIf the website was never built how could I use the other servicesI also purchased First Data merchant services which I was told was needed before the website could be built since I needed a gateway Please see www.myrainbowsands.com and you can clearly see that this is something I did myself and there is no online storeThe images I used were free images or images I uploaded where I purchased elsewhere I am clearly due the moneyPlease see emails attached

Complaint: ***
I am rejecting this response because:Yola.com's customer/business service agreement stipulates a specific timeline of service, from starting date to ending date, which Yola.com failed to provide for the agreed timelineFor example, if a contract agrees to provide service from January 1, until January 1, 2018, if the contract stipulates that no service will be provided in May, then not providing service in May is not a breach of contract because the contract stipulates a lack of service within a time periodYola.com's service contract only stipulates a service period of start and end, so therefore a lack of service period inbetween the start/end dates has breached the contractI lost business from the CEO of *** because Yola.com breached my contract which harmed my business and emarassed me
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/11/11) */
While we regret any misunderstanding that may have arisen, have searched our records and cannot find any payment from this customer for web design services (Yola Premier), nor was she able to forward a receipt to us for these services. It is...

possible that she paid another company to design the site for her through Yola or that the transaction was never completed on her end. Regardless of the reason we are not able to provide a refund for a sale which never took place. The additional services which she purchased were delivered as ordered in 2013, 2014 and now fall outside of our refund policy.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Attached are my receipts for services purchased. The email clearly states that I was a Premium customer. If the website was never built how could I use the other services. I also purchased First Data merchant services which I was told was needed before the website could be built since I needed a gateway.
Please see www.myrainbowsands.com and you can clearly see that this is something I did myself and there is no online store. The images I used were free images or images I uploaded where I purchased elsewhere.
I am clearly due the money. Please see emails attached.

This customer's domain was suspended by ICANN for failure to complete their required validation process.  For more information see: [redacted].  This is out of control and we are obliged to comply with their requirements for domain...

validation. To this end we send a series of automated emails to the email address used to register the domain, in order to inform the customer of the ICANN requirements and the action they need to take to ensure that their domain remains active. In this case, regrettably the customer no longer had access to the email account that he used when was used when the domain was registered and the customer had not updated the address on our end.  Therefore the c customers failed to receive the notifications and ICANN suspended the domain.  The customer did contact our support team about the problem on 17 May 2017 and they assisted by taking the customer through the steps required by ICANN in order to recover the domain.  The site is now online.We are not able to assist with the customer's desired resolution as they appear to be seeking a legal settlement.  We are able to advise that we do not believe this matter to be actionable as the site was not offline due to any outage or lapse of service on our part.  The customer should also review the terms of service which are accepted by anyone making use of our platform: [redacted]. While we regret that this occurred, we hope the fact that the problem has already been resolved by our support team has been helpful in allowing the customer to understand the reason for the site going offline and how to prevent this in future.

Initial Business Response /* (1000, 5, 2015/11/25) */
Regrettably the customer did not complete the cancellation process. However, this matter has been resolved with the customer and he has agreed to withdraw his complaint once the refund reflects in his account.