Our Service Standards as a Nominet Member

As a proud member of Nominet, E-Limelight takes great care in buying, managing and renewing customers’ .UK domains on their behalf through Nominet, and to their high standards.

Nominet’s Terms and Conditions

When registering .uk domains, you agree to Nominet’s terms and conditions, and we will remind you of this in emails about registrations and renewals.

Customer Service Level commitments

We undertake to provide a first class service to you when buying, managing and renewing your .UK domains. When you communicate with us in writing by email or letter, we will normally acknowledge receipt the same day (for emails), but within 2 business days at the latest (for emails) and 5 working days (for letters).

Registering a New .UK Domain

When you ask us to register a domain on your behalf, we require that you do this by email. This gives us written confirmation of the exact spelling of the domain you want and will help avoid any errors.

At the same time we will also ask for key additional information such as to whom the domain should be registered, address, phone number and type of registration (e.g. limited company, LLC etc.).

Once you have provided the required information we will respond with an acknowledging email which will also contain the invoice for payment. The email will also contain additional information about how we handle renewals, expiring domain names and domain transfers away to another provider.

Pre-payment is normally required and as soon as payment is received, you commit to us purchasing the domain for you and agreeing to the terms and any ongoing charges outlined or referenced in the email.

Renewing a .UK Domain

By default, domains are set to auto-renew when purchased, as outlined in our registration request acknowledgement email. Please email us at any time before the expiry date if you do not wish to renew. This is made clear on our invoices. For further information about allowing a domain to expire, see “Allowing a .UK Domain to expire”  in the next section.

Within the last 30 days leading to the expiration of your .UK domain, we will email you to let you know of the up-coming renewal. At the same time we will attach an invoice for the renewal which must be paid by the renewal date. We will normally take payment within 7 days of the renewal date.

Allowing a .UK Domain to expire

In the event that you ask us not to renew your domain, we will allow it to expire. Please email us with your request in this instance. If you’ve already paid for the renewal (e.g. you ask us to allow the domain to expire within 7 days of the expiry date), we will issue a refund or credit to your account (as you prefer) within 3 working days of receiving your request.

If you request that you no longer wish to have your domain name renewed by us, it will be left to expire and all services we provide regarding that domain name will be suspended. Your domain name will then go into a 30 day protected period. After 30 days your domain will be suspended by Nominet and it will go into a 60 day grace period. If you change your mind and still wanted to retain your domain name, you still can and at the original renewal price. This must be requested by email before the 80th day after your domain has expired. Approximately 93 days after expiry your domain will be cancelled and deleted from the register, and made available for resale through a third party registrar by Nominet. E-Limelight Ltd will not guarantee the renewal of a domain name after this happens.

Complaints and appeal procedures

Should you ever have a problem with any domain bought through us, whether it is a technical, abuse or ownership problem, or a complaint about the service we have provided, then please contact domains@elimelight.co.uk in the first instance.

We will respond quickly (normally within 2 business days, but no more than 5 business days) and do our best to resolve the issue simply and efficiently. We will escalate to Nominet any problem we are unable to resolve to your satisfaction in a timely manner.

Abuse Complaints

Please notify us of any abuse complaints for a .uk domain you have through E-Limelight by emailing domains@elimelight.co.uk.

E-Limelight is a member of Nominet