Terms and Conditions > Domain abuse and complaint escalation policy

Domain abuse and complaint escalation policy

Updated April 12, 2019

PLEASE READ THIS POLICY DOCUMENT CAREFULLY. By using the website (“Website”) made available by Nominus.com International Inc. (“Nominus”), or using one or more of the services made available via the Website (the “Services”), you agree to be bound by this abuse and complaint policy (the “Abuse Policy”).  The Abuse Policy is hereby incorporated by reference into the Nominus General Terms and Conditions and is a binding legal contract entered into by you and Nominus.  Both you and Nominus may be referred to herein individually as a “Party”, and collectively as the “Parties”.

  1. DOMAIN NAME ABUSE REPORTING.
     
    1. Reporting. To report abuse of a domain name registered to you via the Services; or to report illegal activity on a domain name registered with the Website (each referred to herein as an “Incident”), contact abuse@Nominus.com.  All reports will be reviewed by Nominus’s account managers.  You will receive a reply within twenty-four (24) hours.
       
    2. Incidence Follow-up. Nominus shall make commercially reasonable efforts to provide resolution to a reported Incident within seventy-two (72) hours.  If a resolution has not been reached that time, Nominus shall contact you at a later date when more information is available.
       
    3. Domain Name Termination. Nominus may seek the assistance of the relevant authorities with respect to the review of any such reported Incident.  Such reports may lead to the suspension and/or termination of the affected domain name.
       
  2. COMPLAINT ESCALATION.
     
    1. Nominus.com is committed to provide a great service to our clients, we understand however that sometimes things won’t go as we expect, this is why we are giving you the steps you need to take in order to escalate any issues you might have.
       
    2. Escalation Process. If you are not, for any reason, satisfied with a response received from a Nominus, please contact complaints@Nominus.com with a detailed description of the issue (the “Issue”).  You will receive a reply therefrom within twenty-four (24) hours.
       
    3. Escalation Followup. Nominus shall make commercially reasonable efforts to provide resolution to a reported Issue within seventy-two (72) hours.  If a resolution has not been reached that time, Nominus shall contact you at a later date when more information is available.
       
    4. Decision Rationale. Upon receiving a response from complaints@Nominus.com, you may request additional information regarding the basis for Nominus’s decision by sending a written request within five (5) business days to complaints@Nominus.com requesting such additional information.