Complaints, Refunds, Transaction Disputes and Takedowns

DRAFT v1.0 | Legally applicable rights always prevail

Make a complaint

Contact admin@gtld.name, quoting deal ID, domain name, verified account email, relevant dates and supporting evidence. Do not email full payment-card data, passwords, EPP codes or copies of passports unless a secure approved method has been supplied. We aim to acknowledge complaints within 2 working days, provide a substantive update within 10 working days and, where possible, a proposed resolution within 20 working days. These are service targets, not promises that override statutory deadlines; complex registrar, fraud, sanctions and ownership disputes may require longer with an explanation.

What can be disputed

Disputes include alleged non-transfer, wrong domain or registrar account, unauthorised or hijacked sale, false premium renewal representation, inability to fulfil a contractual transfer date, account or payment identity mismatch, prohibited listings, chargebacks, suspected trademark infringement, and fair consumer cancellation/refund requests. UK or foreign statutory rights and registry/registrar dispute systems may also apply. GTLD will not purport to finally determine trademark ownership or overrule a court/ICANN/Nominet tribunal.

Process

1. Open a unique case with category, parties and evidence; lock the affected listing against duplicate sales.

2. Give both parties an appropriate opportunity to respond and submit evidence, consistent with fraud prevention and confidentiality.

3. Assess registrar/RDAP/DNS/transfer logs, dated agreements and actual payment-provider events; avoid relying exclusively on assertions of either party.

4. Where reasonable, suspend platform administrative steps during active investigation. Any freeze/refund/chargeback instruction to a PSP must be permitted by actual law and PSP contract. Do not promise GTLD itself can hold money in custody or guarantee reimbursement.

5. Record a reasoned, dated outcome; offer review/escalation and communicate what may be done via registrar, payment provider, competent regulator, civil court or external dispute process.

6. If cancellation or refund is legally due, follow statutory timing and agreed PSP mechanics; it is not permissible to refuse a legally required refund solely because the platform has already paid a seller or because terms say "final sale". Preserve chargeback evidence and pursue seller recovery where lawful.

Consumer cancellation

Individual consumers transacting with traders may have statutory cancellation and other rights. Whether, when and how a 14-day distance-sale cancellation right applies to a transfer of domain registration rights requires a lawyer-approved classification. No blanket waiver and no pre-ticked consent. Checkout must give applicable notice and a separate early-performance consent/acknowledgement where legally relevant. Binding sales must be blocked when classification/cancellation controls are unapproved.

Rights-based takedown

A legitimate registrant, registrar, trademark owner or law enforcement contact may lodge a notice with evidence identifying the domain, asserted right, grounds and contact. Avoid sharing private complainant documents publicly. GTLD may temporarily unlist credible disputed names, give the seller due process where safe, and reinstate after adequate review. It may preserve logs and supply lawful disclosures. False notices may result in account action, subject to fairness.

Vulnerability and incident response

If hijacking or security compromise is suspected, immediately block new deals, restrict account changes, ask registrar to secure the registration when authorised, rotate compromised credentials and notify impacted parties as appropriate. Serious data breaches trigger the separate privacy-incident process. We will not promise unqualified compensation, insured funds or legal representation.

Escalation and contact

Platform: admin@gtld.name. For payment disputes, use your approved PSP's dispute mechanism. For domain registry disputes consult the relevant registry policy (including ICANN UDRP/URS for eligible gTLDs or Nominet DRS for eligible .uk rights). Consumers keep any mandatory legal remedies and forum rights irrespective of internal support decision.