Sarah McConnell*** Stokesay Way*Telford*TF**QF**GoDaddy*HQ *London*EC*A *TW*** January...

GetHuman-sjmcconn's customer service issue with GoDaddy.com from February 2019

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The issue in GetHuman-sjmcconn's own words
Sarah McConnell*** Stokesay Way*Telford*TF**QF**GoDaddy*HQ *London*EC*A *TW*** January *******Letter before court claim*Dear Sir or Madam,**Re: Automatic renewal of Domain Name before renewal date and refusal to cancel.**I purchased a domain name from you on the *th February **** for five years. On the *th January **** you emailed to state that on the *th February **** you would be renewing these domains.*On the **rd January ****, you renewed the domains taking the cost out of my Paypal account and off my Credit Card. I contacted you by telephone on the **rd January **** because I didn’t want this domain renewing. I wanted to cancel the domain. I still had as far as I was concerned until the *th February ****, the day before my renewal to cancel. Or as per most sites ** hours before. I have searched GoDaddy’s legal information and none of it states how long before hand you need to cancel. There is plenty of information on how to renew if your domain expires but not how to cancel when it renews too soon. When I called and spoke to Tsvetomir he explained that a refund was impossible due to Nominet not allowing refunds once a renewal happens. He did offer me a credit note for GoDaddy, but as I explained to him I don’t have anything else with you so what exactly would I use a credit note on. I also explained that I could not understand why a refund could not be completed. He offered to send the details further for consideration and recommended that I approach either Paypal or my Credit Card to have the charge reversed or cancelled.*Whilst awaiting this consideration I contacted Nominet to complain about their lack of refund only to be told by Jenni that they offer a full cancellation policy to GoDaddy up until their invoicing date of the *th of the month after the renewal. So in my case as the renewal was processed on the **rd January, GoDaddy have the ability to cancel and not be charged at all up to and including the *th February ****.***I received an email on the **th Janaury **** explaining that “We received the following refund request: *Order ID Number ***********Refund Amount $**.***We were unable to refund the order after reviewing the request.*Feel free to have a look at our refund policy.”*With a link to a page of refund information. I tried to understand the policy and as far as I can see I am entitled to a refund under *Domain Name Registarations*Renewals:*Part * – as I am not exempted under Part * or Part *.*Part * states that Standard Terms apply – so for Auto-Renewal (multiple-year) It would appear I have * Days (***) hours. I’ll be honest I am not sure because that is all it says if I have to tell you * days before my renewal date – in which case I have complied with that or if it means I have five days after the renewal date – I am still complying with that or if it means I have * days from when you take the payment – in which case I have also complied with that.*Part * Exceptions – My domain is a .co.uk, which is mentioned but the exception states:*Manual Renewal – ** Days (**** hours). Mine is not a manual renewal so is therefore not exempt under Part *.*Part * Pre-Registrations – My domain is not a pre-registration, nor is itpart of the Donut Inc family so is therefore not exempt under Part *.*The refund policy then moves on the Get Started Service.*This email has the correct order number but the actual amount taken was £**.**.*I therefore believe that I am entitled to a full refund on the following basis:**.*The domain was renewed before the renewal date – I should therefore be able to cancel the renewal up to a minimum of ** hours before – so the *rd February ******.*Nominet allow cancellations of renewals till the *th of the month after, therefore GoDaddy can cancel the renewal without detriment to themselves and can process the refund to me.**.*Your refund policy is not clear and would suggest that I can have a refund either up to * days before the renewal or five days after the renewal or five days after you have taken payment. I am not sure how anyone is supposed to decipher the refund policy on your site. It is badly laid out and is not clear on what is actually meant by the Days and Hours shown.**.*Having been through your terms and conditions, it states for certain ccTLDs then renewal will occur on the *st day of the month prior to the month of expiration – this did not occur in my case therefore this is not about my domain. For other ccTLDs renewal will occur manually or auto-renewal by the **th of the month before expiration – this did not occur in my case therefore this is not about my domain. Therefore the information provided about Automatic Renewal is as follows:*Automatic Renewal is the default setting. Therefore, unless you select Extended Automatic Renewal, GoDaddy will enroll you in Automatic Renewal. Domain names will automatically renew, for a period equivalent to the length of your original domain name registration, any domain name that is up for renewal and will take payment from the Payment Method you have on file with GoDaddy, at GoDaddy's then current rates. Thus, if you have chosen to register your domain name for one (*) year, GoDaddy will automatically renew it for one (*) year. If you have chosen to register your domain name for two (*) years, GoDaddy will automatically renew it for two (*) years, and so on.*Nowhere within this does it say you cannot cancel up until the point of renewal or up until **, **, ** hours before renewal date. I do not fall into either of the two exceptions so I can therefore find no reason why GoDaddy cannot cancel the renewal before its renewal date and refund the payment. There is no information in the terms and conditions of your business as to when auto-renewal must be switched off nor is there any indication as to what is an acceptable point before renewal to cancel the domain.**.*On your Facebook page there are several comments about how refunds can be processed on auto-renewals but only if contacted within ** hours of the auto-renewal. Quote from Facebook GoDaddy advisor: ”Also, our refund policy states that when domain renews for multiple years it can only be refunded for ** hours. *KayJay”**This letter explained what is wrong with the decision not to cancel the renewal and refund the payment GoDaddy has taken early and this is why I am entitled to a full refund.*I am once again requesting a full refund of the purchase price of £**.** on the grounds that the goods were not of satisfactory quality under the Consumer Rights Act ****. I enclose a copy of the proof of purchase.*I would like a reply as soon as possible so that I know you have received this letter. If you don't agree to the refund, could you please then send me a detailed response saying why you don't agree.*To avoid taking court action, I am willing to use Alternative Dispute Resolution to resolve this problem.*If I do not receive a satisfactory response from you within ** days of the date of this letter, I intend to issue proceedings against you in the county court without further notice. This may increase your liability for costs.*I refer you to the Practice Direction on pre-action conduct under the Civil Procedure Rules, and in particular to paragraph **-** which sets out the sanctions the court may impose if you fail to comply with the Practice Direction.*I look forward to your acknowledgement.*Yours faithfully****Sarah McConnell
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GoDaddy.com

Customer service issue
Reported by GetHuman-sjmcconn
Feb 6th, 2019 - 4 mons ago
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Feb 6th 4:56pm