In addition to the terms and conditions set out below, UK domain registrations are also subject to Nominet terms and conditions: http://www.nominet.uk/uk-domain-names/registering-uk-domain/legal-details/terms-and-conditions-domain-name-registration
We endeavour to provide a 99.9% service uptime, excluding planned or emergency server maintenance or conditions beyond our reasonable control. Customers will be notified of planned downtime maintenance of more than 30 minutes as far as possible in advance via e-mail.
If you need to get in touch with us regarding any part of your service we aim to respond within three working days.
We aim to give good service and value for money, however we recognise that from time to time issues can arise. If you are unhappy with any of our services please contact us by email at support@turtledesign.com or by post; Turtle Design, Powis House Lodge, Stirling, FK9 5PS. We will endeavour to reply within three working days if contacted via the website or seven working days by post.
If you are unhappy with our response you can contact and ask us to further review the case. If you still feel we have not satisfactorily addressed your concerns we can transfer your domain name to a new registrar free of charge (although as domain names are paid in advance we can't offer a refund).
Domain names are set to automatically renew unless requested otherwise. You the customer should ensure that you are aware of the expiration date of any domain owned by yourself. We will endeavour to notify you of any renewal dates by email within 30 days of the domain expiring, but do not guarantee that renewal notices will get to you. It is ultimately the customer’s responsibility to ensure that they notify us of their wish to have their domain renewed on time. We accept no responsibility for any domain not being renewed on time.
Nominet domains (.co.uk .org.uk .me.uk .ltd.uk) will go offline 30 days after expiry and will be deleted after a further 60 days. Within the 60 day period you can renew without penalty.
ICANN Domains (.com.net .org .info .biz, .tv .in .ws .co .us and .me) will go offline immediately upon expiry and you have 30 days grace period within which to renew it.
To transfer UK domains to a different registrar please let us know the Nominet TAG of the new registrar. To transfer a top level domain, please have the new registrar initiate a transfer request. We do not charge for transferring domains although we can't offer partial refunds should a domain be transferred before the contract term with us has expired. All invoices have to be up to date before we will transfer domains.
Once the Domain Name and the customers details have been entered in the Register of Domain Names as a full registration no refund of fees will be payable.
We do not accept any responsibility for any Domain Name that is registered in error by the customer, likewise any domain that is misspelt by the customer upon request as a full registration. No refund of fees will be payable by the registrar under these circumstances.
To cancel your domain name please contact us by email at support@turtledesign.com or by phone at 01764 679702. When you cancel your domain there will be no additional costs for you.
If you encounter something you think might constitute abuse (for example, spam or inappropriate content) which you believe has come from our network or systems, please report it by emailing us at abuse@turtledesign.com. Please include as much information as you can about the type of abuse you've encountered. Please also provide log files (if applicable), URLs for site abuse and email headers for spamming.