Terms and Conditions – ONLINE SERVICES
Trading Address (for all correspondence):
Twice Nice LTD,
42b Gloucester Road,
Croydon,
CR0 2DA
Email: support@twicenice.co.uk
Phone: +44 (0) 20 3161 4632
Registered Office:
Twice Nice LTD,
42b Gloucester Road,
Croydon,
CR0 2DA
Introduction
These terms and conditions (“Terms”) apply to the entire contents of this website.
Please read these Terms carefully before using this website. Using this website indicates that you accept these Terms. If you do not accept these Terms, please do not use this website.
1. Application
1.1 This website is provided by Twice Nice LTD (“we, us, our”) of 42b Gloucester Road, Croydon, CR0 2DA, United Kingdom.
1.2 These Terms are an agreement between you and us and set out the conditions upon which you may access the information available on this website.
1.3 We are able to change these Terms, at any time, and notification will be by posting an updated version of these Terms on this website, at which point they are effective.
1.4 If you continue to use this website after any changes as detailed in clause 1.3, it will constitute consent to such changes in the terms of business.
2. Access to the Website
2.1 Access to this website may be suspended temporarily and without notice in the case of system failure, maintenance, or repair, or for reasons beyond our control.
2.2 We reserve the right to, without notice, withdraw the availability of this website or any of its content and/or any of its functions, information, or services.
2.3 We cannot guarantee uninterrupted and/or reliable access to this website and we make no guarantees whatsoever as to its operation, functionality, or otherwise.
3. Permitted Use of the Website
3.1 We will allow you to view, download, and print out content from this website providing it is for your personal use and only in accordance with these Terms. All other copying, whether electronic, hard copy, or other formats, is prohibited, and all other rights are reserved.
3.2 You shall only use this website in a manner consistent with these Terms and in such a way that you comply with all applicable laws and regulations and, in particular, you shall not:
- 3.2.1 Seek unauthorized access to our network or any aspect of this computer system.
- 3.2.2 Insert or knowingly or recklessly seek to send, transmit, or distribute a virus into this network.
- 3.2.3 Actively assist, encourage, or permit any other person to do that described above in 3.2.1 and 3.2.2.
4. Intellectual Property Rights
All copyright and all other intellectual property rights in this website (all design, text, graphics, and the selection or arrangement thereof) including, but not limited to, remain our property.
5. Links to Third Party Websites
5.1 This website may at times contain links to websites that are not ours but are owned and operated by third parties. We do not make representations or warranties as to the accuracy or completeness of information contained on sites which we have links with or as to the suitability or quality of any of the products or services mentioned.
5.2 These links to third-party websites are for your information and convenience only. They are not an endorsement of the content.
5.3 We accept no liability for any damage or loss, howsoever caused, in connection with the use of or reliance on any information, material, products, or services contained or accessed through any such linked website.
5.4 In the event that you decide to link to any third-party website, and use any information or enter into any contract for the supply of goods or services from such third-party, you do so at your own risk.
6. Liability
6.1 We make every effort to ensure that the information contained on this website is accurate, complete, and up-to-date, but we do not make representations or warranties, either express or implied, as to the accuracy, completeness, or fitness for purpose of such information.
6.2 We do not make any representations or warranties, express or implied, that this website or any software of any nature available on, downloaded, or otherwise obtained from it, will be free from defects or viruses.
6.3 We make no representations or warranties as to whether the information available on this website complies with the regulatory regime of countries from which the pages of this website may be accessed.
6.4 We shall not be liable for loss or damage whatsoever and howsoever incurred, including direct, consequential, or indirect loss or damage, or any loss or damage to goodwill or profits or any anticipated loss of savings incurred by you, loss of data, loss of business opportunity, or economic loss whether arising in tort, contract, equity, or otherwise and arising out of, in relation to, or in connection with your access to, use of, or inability to use this website.
6.5 All terms are to be construed in accordance with the Laws of England and Wales.
7. UK Domain Name Specific Information
7.1 Domain Name Registrations
Each domain name registration with Twice Nice LTD is for a one-year initial term. However, domain names may be registered for a term of up to ten years, as set forth on our website. Renewal notices for domain name registrations will be sent out by email as described below.
7.2 Registration Renewal
All domains are renewed on an annual basis. We will send out reminder emails 60 days, 30 days, 15 days, and 7 days before expiry. We will send the emails to the email address on the account; it is the registrant’s responsibility to make sure their contact details are up-to-date. Twice Nice LTD takes no responsibility if your domain renewal fails due to incorrect contact details. If you do not wish to renew a domain, please make sure you contact us a minimum of 14 days before your domain expires by emailing us at support@twicenice.co.uk.
- Domain Name Registrations: £10 per year for domain registration, £10 per year for renewal, and £15 for domain transfer.
- Expired Domains: We offer a 30-day grace period after expiry for renewals without additional charges. After this, a £25 reactivation fee applies.
- Renewal: Domains can be renewed via our dashboard or through automatic renewal at the same rate, £10 annually.
- Transfers: We charge a £15 fee for transferring a domain to another registrar, unless it is renewed for an additional year during the transfer process.
7.3 Complaints Procedure
As hard as we try, we might not always get it right. This customer complaints procedure gives you clear and useful information about what you can do if you’re not happy.
How to File a Complaint
If you have a complaint regarding our services, please follow the steps below:
Step 1: Contact Us
In the first instance, please contact our customer support team via:
- Email: support@twicenice.co.uk
- Phone: +44 (0) 20 3161 4632
- Postal Address: Twice Nice LTD, 42b Gloucester Road, Croydon, CR0 2DA
Provide as much detail as possible regarding your complaint, including relevant dates, order numbers, and any supporting documentation.
Step 2: Acknowledgment
We will acknowledge your complaint within two (2) working days of receipt. Our team will review the details and respond within ten (10) working days with a resolution or further steps.
Step 3: Escalation
If you are not satisfied with our initial response, you may request that your complaint be escalated. Our senior management team will conduct a further review and provide a final response within fourteen (14) working days.
Step 4: External Resolution
If we have been unable to resolve your complaint to your satisfaction, you may escalate it to an independent alternative dispute resolution service, such as:
- The Financial Ombudsman Service (for financial-related matters)
- Nominet (for domain name-related complaints) – www.nominet.uk/complaints
You also have the right to seek legal advice if required.
Keeping You Informed
Throughout the complaints process, we will keep you informed of progress and any further actions required from you. We aim to resolve all complaints fairly, efficiently, and in accordance with applicable regulations.
Further Assistance
If you require additional support with making a complaint, please let us know, and we will make reasonable accommodations to assist you.
7.4 Appeal Procedures
If you are not satisfied with the outcome of your complaint, you have the right to appeal the decision through our official appeal process.
Step 1: Submitting an Appeal
If you wish to appeal a decision, you must submit a formal appeal request within 14 days of receiving our final complaint resolution. Your appeal should include:
- Your full name and contact details.
- A copy of the original complaint and our response.
- A detailed explanation of why you believe the decision should be reconsidered.
- Any additional evidence or supporting documents.
Submit your appeal via email to: support@twicenice.co.uk
Step 2: Appeal Review
Your appeal will be reviewed by a senior manager or an independent reviewer who was not involved in the initial complaint handling. The review will consider all evidence presented and assess whether the complaint resolution was fair and appropriate.
Step 3: Appeal Decision
We will provide a written response within 14 working days of receiving your appeal. This response will outline our final decision and any additional actions, if applicable.
Step 4: Further Escalation
If you remain dissatisfied after the appeal process, you may escalate your case to an external regulatory body or ombudsman, depending on the nature of the complaint:
- Nominet for domain-related issues: www.nominet.uk/complaints
- Trading Standards or legal authorities for unresolved business disputes.
We are committed to ensuring all appeals are handled fairly, transparently, and in compliance with applicable regulations.
8. Privacy Policy
8.1 This website is owned and operated by Twice Nice LTD, who is the ‘Data Controller’ for the purposes of the Data Protection Act 1998. This policy explains how we will use the information collected and how you wish to instruct us to limit the use of such information, and all the procedures to safeguard your privacy.
9. Cookies & Data Collection
9.1 Twice Nice LTD employs information gathering technologies to enable us to collect information and statistics about the users and usage of this site. Such information will not be used to identify any individual. The purpose of gathering such information is to assist us in analyzing the use of the website and revising it for the benefit of our customers.
9.2 We also employ cookies on this site. We use cookies to make your use of the website more efficient, for example by saving you the trouble of re-entering information. Although the cookie may provide an automated identification of your computer to our workstation, no personal data is stored in the cookie.
