Customer Service - Fabric Digital

Customer Service

At Fabric, we believe it is important to develop a good relationship with our customers at every level, and to work with them to ensure that they receive a product and service that meets or exceeds their expectations. To achieve this, the company consistently promotes its aim of delivering high quality products and services, and recruits skilled, experienced and motivated staff, who can demonstrate commitment and enthusiasm to the work they undertake.

The budget for each set of deliverables is carefully prepared on a customer by customer basis, by assessing the creative and technical development effort (and support requirements), and the marketing input needed to fulfil the customer’s detailed requirements. Emphasis is placed on producing a quality product at a realistic cost, thereby giving the customer value for money.

We aim to respond to customer requests at the earliest opportunity and at the latest within one working day.


Complaints

Any complaints should first be raised with the member of staff concerned. If the complaint is not satisfied to a customer’s satisfaction we have an escalation process. This process will ensure that:

  • the company will investigate all complaints raised by customers within a reasonable time period.
  • where possible, the company will inform the customer of the outcome of the investigation.
  • the investigation will be carried out by a member of staff who has not been involved in the situation that led to the complaint.
Abuse

Any concerns regarding email or other abuse originating from our servers should be sent to abuse@fabric.co.uk

Domain Names

Renewal & Expiry Policy: All domains are renewed on a biennial basis, we will send out reminder emails before expiry which will include the cost of renewal. We will send the emails to the email address on the account, it is the registrants responsibility to make sure their contact details are up to date. If you do not wish to renew a domain please make sure you contact us a minimum of 5 days before your domain expires by emailing us at info@fabric.co.uk. Domains are generally not renewed automatically but we will contact you again before the domain name expires.

If you request that you no longer wish to have your domain name renewed by us, it will be left to expire and have all services we provide suspended. For .uk domains, 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, after 90 days your domain will be cancelled and deleted from the register and made available for resale through a third party registrar. Fabric will not guarantee the renewal of a domain name.

Transfers out policy: If you no longer wish to carry on with your contract with  Fabric, please email me no less than 5 days before your services are due to be renewed. Fabric will not charge you for transferring a domain(s) away to another registrar’s tag. The customer acknowledges that, termination of the agreement for any reason will result in Fabric ceasing to provide the applicable services, with the consequences that flow from such cessation, including (but not limited to), deletion of data .e.g. hosting account(s) and mail boxes.

Domain names provided are subject to the terms and conditions of the providers Fabric uses. For .uk domains, these can be found at Nominet’s website.