Code of Practice

Papaki Ltd is a web hosting and domain registrar company and its services are aimed mainly at consumers and small and medium enterprises (SMEs).

Contact Details

Papaki Ltd

Unit 10, 80 Lytham Road

Fulwood

Preston

England

PR2 3AQ

Website: www.papaki.com/en

1. Customer service

Customer service phone number: +44 (0) 2033840743
Calls to any Papaki telephone line may be recorded or monitored for the purpose of security or improving our service.

Customer service e-mail: [email protected].

Customer response time: Sending an email to our support address immediately creates a ticket with a unique ticket ID number. Within minutes, customers receive an email with their ticket ID as an aknowledgment of receipt of their request. The ticket enters a queue and our Support team will investigate and respond within 5 working days depending on the issue, with most cases been resolved within the first 24 - 48 hours.

Compensation or refund policy: If a refund is due, we will refund money directly back to the original credit or Paypal account. Simply call Accounts on +44 (0) 2033840743 if you have a dispute with an invoice.

2. Our Services

Papaki Ltd provides a range of Internet services including web hosting, domain names registration, dedicated servers and DNS services. For most up to date information visit our website www.papaki.com/en or call our Support at +44 (0) 2033840743.

Access

Services will be provided upon receipt of an online order with payment.

Pricing Information

To obtain details of current prices from Papaki Ltd please visit our page www.papaki.com/en. All prices quoted online and by phone exclude VAT unless otherwise stated, at the prevailing rate (20% at time of preparation). Papaki make all reasonable endeavours to ensure that all pricing information is accurate and up-to-date at the time it is published.

Papaki Ltd submits invoices for all services at monthly, quarterly and yearly intervals, and payment is normally taken by either credit card or Paypal. For all invoice queries please contact our Accounts Department on +44 (0) 2033840743. If you are late in paying or refuse to pay the invoice submitted, Papaki Ltd reserves the right to terminate your services.

3. Contract Conditions

Please see our online Terms of Business. These can be found on our Website at https://www.papaki.com/en/terms-and-conditions.htm

Standard Conditions: all orders are either ordered online or faxed back on a signed order form. Orders are usually for a period of 12 months, which is clearly stated on all order forms. On our Shared Hosting packages we offer a 90-days money back guarantee.

The Customer may terminate this Agreement by giving an email notice, which may expire at any time after 12 months from the initial date of commencement of service.

4. Complaint Handling Process

We pride ourselves on offering a high level of service to all our customers, however we understand that sometimes things go wrong and misunderstandings can occur.

If you are already speaking to a member of our sales, support or customer services team your first course of action should be to address the matter with them as quite often complaints can be resolved immediately where a simple misunderstanding has occurred.

You are welcome to ask to speak to another member of our staff about the matter, or have the issue raised with a more senior staff member, by calling us on on +44 (0) 2033840743 or e-mailing at [email protected]. To help us know the facts please include in your email any past correspondence, your full account information, brief summary of the issue you would like investigated, and your preferred resolution.

Sending an email with your complaint immediately creates a ticket with a unique ticket ID number. Within minutes you will receive an email with a ticket ID as an aknowledgment of receipt of your complaint. The ticket then will be be raised accordingly to a senior staff member. You will receive a response to your complaint within 5 working days depending on the issue, with most responses been sent within the first 24 - 48 hours.

If you are dissatisfied with the solution offered, then we request that you raise a formal complaint by writing to us at:

Managing Director

Papaki Ltd

Unit 10, 80 Lytham Road

Fulwood

Preston

England

PR2 3AQ

We will investigate, respond to (within 5 working days), and conclude efficiently, professionally and in a timely manner any complaint submitted.

To help us know the facts please include any past correspondence, your full account information, brief summary of the issue you would like investigated, and your preferred resolution.

5. How to Obtain this Code of Practice

This Code of Practice is published on our Web site at https://www.papaki.com/en/cop.htm