Domain Registration & Management — Service Schedule
This Service Schedule explains our Domain Registration & Management service. It applies only when it is named in your accepted Order and was supplied to you before acceptance. It must be read with that Order and whichever of our Consumer Terms and Conditions or Business Terms and Conditions applies to you.
At a glance
This summary and the detailed terms below both form part of this Service Schedule. The detailed terms explain the summary.
What is included
- Registration, renewal or transfer of the domain identified in the Order through our supplier.
- Administrative and technical management expressly included in the Order.
- Renewal reminders and the ability to switch off renewal before the deadline.
What is not included
- Ownership of a domain name or a guarantee that it cannot be challenged, suspended or withdrawn.
- Website hosting, email, DNS changes, troubleshooting, brand clearance or legal advice unless ordered.
- Recovery of an expired domain where the registry no longer permits it.
Important to know
- The client is normally the registrant and rights holder; a package domain is held by ITSY only where expressly disclosed.
- Registration, renewal and transfer submissions can become irreversible and non-refundable once committed to the registry.
- A genuine ITSY-caused service fault is normally corrected without an additional labour charge. Work caused by client or third-party changes, or outside the included management, is chargeable.
- We may waive a short task of up to 15 minutes as a courtesy, but this is not an entitlement and we reserve the right to consolidate repeated small tasks and charge for the resulting time.
- Cancellation must reach us by the end of the Working Day before renewal unless the Order gives a later deadline.
1 How this Service Schedule works
1.1 This Service Schedule applies only to the Domain Registration & Management service and deliverables identified in the Order. Work, products or outcomes not identified in the Order are outside scope.
1.2 If you are an individual buying wholly or mainly outside your trade, business, craft or profession, our Consumer Terms and Conditions apply. In all other cases our Business Terms and Conditions apply.
1.3 The accepted Order, applicable main terms and this Service Schedule form one contract. Their priority is determined by the main terms. A clear project-specific provision in the Order may vary this Schedule, but nothing restricts a mandatory consumer right.
1.4 The minimum commitment and renewal arrangements are the registration term stated in the Order, automatically renewed for the same term unless cancelled in time.
2 Service scope
2.1 The Order identifies each domain, registration term, registrant arrangement and included management.
2.2 Registration depends on availability and compliance with registry and supplier rules. A successful search is not a reservation.
2.3 DNS, troubleshooting, transfer assistance and other work outside included management are hourly unless the work corrects a genuine ITSY-caused service fault.
3 Charges and payment
3.1 The Order states the charges, VAT treatment, payment schedule and any deposit. Consumer prices include VAT. Business prices exclude VAT unless stated otherwise.
3.2 An estimate is a good-faith indication based on information then available; it is not a fixed quotation, cap or guarantee unless the Order expressly says so. We will seek approval before material work outside the agreed scope or spending authority.
3.3 Chargeable time includes work reasonably required to deliver the service, administration specific to the work, substantive communications, testing, third-party liaison, travel where applicable and correcting problems that we did not cause.
3.4 Recurring charges are invoiced in advance. We normally issue the invoice about ten days before renewal and aim to provide an earlier courtesy reminder. Failure to receive a courtesy reminder does not itself prevent renewal where the contractual renewal notice was otherwise clear.
4 Client responsibilities
4.1 The client must cooperate, keep contact and billing information current, provide requested access and accurate information, and use the service lawfully and within the agreed scope.
- Supply accurate registrant and contact information, maintain rights to the name, respond to validation requests and promptly notify changes.
- Do not use a domain unlawfully or infringe another person’s rights.
5 Expiry, recovery and transfer
5.1 We use reasonable efforts to renew in time where renewal remains enabled and payment and accurate contact details are available, but the client should monitor expiry dates.
5.2 Expired-domain recovery is best efforts only, is subject to registry time limits and availability, and may involve redemption, restoration, supplier and hourly labour charges.
5.3 A transfer away is subject to authority checks, payment of outstanding sums, supplier or registry costs and reasonable ITSY labour. We do not promise completion within a third party’s processing time.
6 Data protection and confidentiality
6.1 Each party must comply with applicable data-protection law and the privacy, confidentiality and security provisions in the applicable main terms. The client remains responsible for its lawful basis, privacy information, data accuracy, retention decisions and handling of rights requests for data it controls.
6.2 Where we process personal data on behalf of a business client, the Article 28 terms in the Business Terms apply. The subject matter is registration and management of the domain; processing lasts for the service and the agreed or legally required retention period; its nature is receiving, storing, viewing, organising, adapting, transmitting, backing up or deleting data as needed to perform the service; its purpose is to provide and support the contracted service; the types of data may include registrant, administrative, technical and billing contact details, domain configuration and service logs; and the people concerned may include the registrant, client contacts and users identified in support records.
6.3 No special-category or highly sensitive data is expected unless expressly agreed after an appropriate assessment.
6.4 You must not provide data outside the agreed scope. You must promptly tell us about legal, regulatory, safeguarding, confidentiality or residency requirements that affect the service.
7 Consumer cancellation and mandatory rights
7.1 A consumer entering a distance or off-premises contract will normally have 14 days from contract formation to cancel, subject to the statutory exceptions. The Consumer Terms explain how to cancel and include the model cancellation form.
7.2 If you expressly request services to start during that period and later cancel, we may charge a proportionate amount for services supplied up to cancellation. The service cancellation right is lost after full performance only where the statutory request, consent and acknowledgement requirements have been met.
7.3 If we supply downloadable files, software, credentials or other Digital Content during the cancellation period, we will obtain any separate express consent and acknowledgement required before that supply starts. Statutory remedies for faulty or misdescribed Digital Content remain unaffected.
8 Suspension, cancellation, termination and offboarding
8.1 Suspension, termination, non-payment, material breach, insolvency and their consequences are governed by the applicable main terms and the Order. We may pause work where required information, access, approval, cooperation or cleared payment is missing.
8.2 You may switch off renewal at any time. Unless the Order gives a later deadline, cancellation must reach us by the end of the Working Day immediately before the renewal date so that we can intercept supplier and licence commitments. A WHMCS support ticket is preferred, but email, telephone and post are also accepted.
8.3 If cancellation reaches us after the deadline or a supplier renewal has already been irreversibly committed, the renewed term and charges remain payable. We will not impose that consequence where we could reasonably stop the commitment or where mandatory law requires otherwise.
8.4 Ending one service does not automatically end another licence, hosting, domain, support or third-party commitment unless the Order expressly links them.
9 Service standard, remedies and limits
9.1 We will perform the service with reasonable care and skill and materially in accordance with the Order and this Service Schedule. Goods and Digital Content must meet the standards that mandatory law requires.
9.2 Any stated response, completion or resolution time is a target, not a guarantee, unless the Order expressly calls it a guaranteed deadline.
9.3 Technology, design and troubleshooting involve dependencies and uncertainty. We do not guarantee a particular commercial, security, ranking, performance, recovery or compatibility outcome unless expressly stated as a guarantee in the Order.
9.4 If the service does not meet the required standard, applicable correction, repeat-performance, price-reduction, repair, replacement, refund and other remedies in the main terms and law apply. Nothing in this Schedule excludes liability that cannot lawfully be excluded or limited.
9.5 Liability limits, insurance, complaints, dispute resolution, governing law, force majeure and other general matters are governed by the applicable main terms.