Jupiter IT Domain Policy

Our Commitment to You

At Jupiter IT, we are committed to providing our customers with a high standard of service. We value your business and aim to resolve any issues you may have promptly and fairly. We aim to acknowledge all customer communications, including enquiries and complaints, within 3 working days of receipt. Our goal is to resolve all issues as quickly as possible. For more complex issues, we will keep you informed of the progress of our investigation.

How to Make a Complaint

We are sorry if you feel the need to make a complaint, but we are dedicated to resolving it. Please follow the steps below to ensure your issue is logged and addressed by the correct team.

• Step 1: Initial Complaint
  Please send an email to our customer service team at complaints@jupiterit.co.uk. Please include your details, the domain name(s) in question, and a full description of your complaint.
• Step 2: Acknowledgment
  We will provide an acknowledgment of your complaint within 3 working days of receipt, providing you with a reference number for your records.
• Step 3: Investigation and Response
  Our team will investigate your complaint and provide a full response. We aim to resolve all complaints within 10 working days.
• Step 4: Escalation
  If you are not satisfied with the initial response, you can escalate your complaint by replying to our response and requesting that the matter be reviewed by a senior member of our management team. A manager will review your complaint and provide a final response within 15 working days.
• (UK Domains Only)Step 5: Escalation to Nominet
  If you have exhausted our internal complaints process and are still not satisfied with the outcome, you have the option to escalate your complaint to Nominet, the.uk registry. You can find full details of Nominet's complaints procedure on their website: https://www.nominet.uk/complaints/.

How to Report Domain Abuse

If you wish to report abuse of a domain name that is registered with us (for example, for phishing, spam, malware, or illegal content), please send a detailed email to:

domain-abuse@jupiterit.co.uk

Please include as much evidence as possible in your report, such as URLs of offending websites, full email headers, screenshots, or log files. We take all reports of abuse seriously and will investigate them thoroughly.

In line with our registrar agreement with Nominet, we will acknowledge receipt of your abuse report within 5 working days.

Last Updated: September 2025