Effective Date: 1st August 2024
At NkaiHost, operated by NKAI SYSTEMS LIMITED, we are committed to providing reliable hosting, transparent communication and fair treatment for every customer. We understand that disputes can occasionally arise in relation to hosting services, billing, domains, website migrations, email, technical support, service availability, account suspension or customer expectations.
This Dispute Resolution page explains how NkaiHost handles complaints and disputes, how customers can raise concerns, how we investigate issues, and what steps may be available if a matter cannot be resolved directly.
Our aim is always to resolve issues quickly, respectfully and practically, without unnecessary escalation. Alternative Dispute Resolution, often called ADR, is a way of resolving disputes between consumers and traders without going to court, and the UK government encourages its use as a practical route for resolving consumer disputes.
This page should be read alongside our Terms and Conditions, Privacy Policy, Cookie Policy, Data Protection page, Acceptable Use Policy, and any applicable service agreement.
NkaiHost aims to handle every customer concern in a fair, transparent and timely manner. Whether you are an individual customer, small business, agency, developer, reseller or organisation, we want you to feel confident that your complaint will be reviewed seriously.
We will listen to your concerns, review the relevant account records, examine technical logs where appropriate, check billing history, review support communications and consider the nature of the service purchased. Where we have made a mistake, we will aim to put it right. Where the issue arises from misunderstanding, configuration, third-party services, DNS propagation, customer-side changes or unsupported use, we will explain the situation clearly and help identify the next practical step.
Our preferred approach is cooperative resolution. Most hosting-related disputes can be resolved through clear communication, technical review and reasonable corrective action.
This page applies to disputes or complaints involving NkaiHost services, including:
WordPress Hosting, Shared Website Hosting, Node.js Hosting, VPS Hosting, Business Email Hosting, domain registration and transfers, DNS management, SSL certificates, website migrations, email migrations, drag-and-drop website builder services, customer portal access, billing and invoicing, Plesk hosting control panel access, service provisioning, support tickets, renewals, cancellations, refunds, abuse reports, account suspensions and service termination.
This page does not replace any legal rights you may have under applicable law. It is designed to explain NkaiHost’s internal complaint handling and escalation process.
NkaiHost may handle a wide range of service-related disputes. These can include billing disputes, such as unexpected renewals, failed payments, duplicate invoices, refund requests or disagreement about charges. They may also include technical disputes, such as website downtime, email delivery problems, migration issues, DNS configuration errors, SSL certificate problems, or application deployment issues.
For WordPress Hosting customers, disputes may relate to website performance, migration results, plugin conflicts, malware issues, backups, staging, updates or WooCommerce behaviour. For Shared Hosting customers, disputes may relate to account limits, file permissions, databases, FTP access, email accounts, DNS settings or resource usage.
For Node.js Hosting customers, disputes may relate to runtime versions, application startup commands, deployment issues, environment variables, dependency problems, database connectivity or log access. For VPS customers, disputes may relate to provisioning, access, operating system images, resource allocation, bandwidth, backups or managed versus unmanaged responsibilities.
For Business Email Hosting customers, disputes may involve mailbox access, IMAP/SMTP settings, spam filtering, MX records, SPF, DKIM, DMARC, email migration or email deliverability.
For domain customers, disputes may involve registration, renewal, transfer, ownership records, DNS records, WHOIS information or registry-level domain disputes.
If you have a complaint or dispute, please contact NkaiHost as soon as possible through the appropriate support channel.
The preferred method is to open a support ticket through the NkaiHost Client Portal. This allows your complaint to be attached to your account, service, invoice or support history. If you cannot access the client portal, you may contact us by email.
When raising a complaint, please include your full name, company name if applicable, domain name, affected service, invoice number if relevant, support ticket references, a clear description of the issue, screenshots where helpful, dates and times of the issue, and the outcome you are seeking.
The more complete your information is, the faster and more accurately we can investigate.
Once your complaint is received, NkaiHost will aim to acknowledge it promptly. We may ask for further information if the complaint is unclear, incomplete or requires technical access.
For technical issues, we may need to review Plesk logs, server records, email logs, DNS records, uptime monitoring, firewall events, resource usage, migration records or support history. For billing issues, we may review invoices, payment gateway records, renewal notices, service status, cancellation requests or refund eligibility.
Where a complaint involves urgent service disruption, security risk, suspected data breach, active abuse or email outage, we may prioritise the matter according to severity.
NkaiHost follows a structured review process.
First, we identify the affected service and the nature of the complaint. Next, we review account records, support history, service logs, billing information and technical configuration where appropriate. We then assess whether the issue was caused by NkaiHost systems, customer configuration, third-party provider issues, DNS propagation, domain registry rules, software conflicts, unsupported use, abuse-related action or external factors.
After reviewing the issue, we will respond with our findings and, where appropriate, propose a resolution. This may include technical correction, explanation, service adjustment, account credit, refund, escalation, migration support, configuration guidance or confirmation that no fault was found.
Hosting services depend on many technical components, including servers, networks, DNS, software, databases, third-party integrations, plugins, email systems and customer-side configuration. Because of this, downtime disputes require careful review.
If you believe your website, email service, Node.js application or VPS was unavailable due to a NkaiHost issue, please provide the date, time, domain, affected service, error messages and any monitoring alerts you received.
NkaiHost will review available logs and monitoring data. We will consider whether the issue was caused by server-level downtime, scheduled maintenance, resource limits, DNS misconfiguration, SSL issues, expired domains, customer-side code, third-party dependencies, abuse suspension, security controls or network events outside our reasonable control.
If your hosting plan includes a specific uptime commitment or service credit arrangement, any remedy will be assessed according to the applicable service terms.
NkaiHost offers migration support to help customers move from other hosting providers. Migration disputes may arise where website files are incomplete, databases are missing, email history has not fully transferred, DNS records were not copied correctly, old hosting access was unavailable, or the previous provider used a proprietary website builder that cannot be exported.
Migration outcomes depend heavily on the quality of the source hosting account, the access provided, the condition of the website, the software version, the database integrity, the old provider’s export tools and whether the old hosting remains active during the migration.
To reduce migration disputes, customers should keep their old hosting active until NkaiHost confirms that the migrated service has been tested. Customers should also provide accurate credentials, identify all domains and mailboxes to be migrated, confirm whether email migration is required, and review the migrated website before DNS is changed.
If a migration issue occurs, NkaiHost will review the migration notes, source data, destination configuration and customer instructions to determine the best corrective step.
WordPress websites often rely on themes, plugins, page builders, third-party APIs, caching systems and databases. A dispute may arise if a website behaves differently after migration, plugin updates, PHP version changes, malware cleaning, caching changes or DNS updates.
NkaiHost will review whether the issue relates to hosting configuration, WordPress files, database connection, plugin conflict, theme conflict, PHP compatibility, resource limits, SSL, cache, DNS, malware or customer-side changes.
Where the issue relates to NkaiHost’s hosting environment, we will work to correct it. Where the issue relates to the customer’s WordPress code, plugin licensing, unsupported plugin behaviour, outdated themes or third-party services, we may provide guidance but cannot guarantee correction unless covered by a managed support agreement.
Node.js applications can be sensitive to runtime versions, build commands, environment variables, dependency versions, memory limits, ports, reverse proxy settings, database connections and third-party APIs.
If a Node.js application does not run as expected, NkaiHost will review the hosting environment, service configuration, logs, startup command, Node version and available resources. Customers are responsible for ensuring that their application code, package files, environment variables and deployment instructions are accurate.
If the dispute relates to application code, unsupported dependencies, missing environment variables or third-party API errors, NkaiHost may provide reasonable guidance but cannot accept responsibility for the application’s internal code unless a specific managed development or support agreement applies.
VPS Hosting provides customers with more control, but that control also creates greater responsibility. Unless the VPS is sold as a managed service, customers are generally responsible for software installed on the VPS, firewall rules, operating system updates, SSH access, application security, databases, cron jobs, backups and custom configuration.
A VPS dispute may involve resource allocation, operating system images, access credentials, network connectivity, IP addresses, backups, performance or unmanaged server configuration. NkaiHost will review whether the issue relates to the underlying infrastructure or the customer-managed software environment.
If the issue is caused by the underlying NkaiHost infrastructure, we will investigate and act accordingly. If the issue is caused by customer-installed software, misconfiguration, compromised credentials, missing updates, firewall rules or unsupported server changes, the customer remains responsible unless managed support has been purchased.
Email disputes can involve mailbox access, missing messages, spam filtering, sending limits, blacklisting, email authentication, DNS records, email migration or deliverability.
NkaiHost will review relevant email logs, mailbox configuration, DNS records, MX records, SPF, DKIM, DMARC, authentication settings and migration information where available. Customers should understand that email deliverability can be affected by sender reputation, recipient filters, content, DNS authentication, third-party mail systems and user behaviour.
For email migration disputes, NkaiHost will assess whether the old mailbox supported IMAP access, whether the mailbox remained available during migration, whether POP3 mail was stored locally on customer devices, and whether the customer provided complete mailbox details.
Domain disputes may involve registration failure, renewal failure, transfer delays, incorrect registrant details, expired domains, DNS changes, domain ownership, trademark disputes or registry-level policies.
Some domain disputes are governed by external registry or ICANN processes rather than NkaiHost’s internal complaint process. For example, ICANN’s Uniform Domain Name Dispute Resolution Policy provides a procedure for many trademark-based domain name disputes, which may be resolved by agreement, court action or arbitration before a registrar cancels, suspends or transfers a domain name.
For .uk domain names, Nominet operates a Dispute Resolution Service designed to resolve .uk domain name disputes, including issues involving domain ownership or possible trade mark infringement, without the cost of going to court.
If your dispute concerns domain ownership, trademark infringement or registry policy, NkaiHost may not be able to decide the dispute directly. We may instead direct you to the relevant registry, registrar, ICANN process, Nominet process, court or legal adviser.
Billing disputes may involve invoices, renewals, failed payments, duplicate payments, cancellation timing, upgrade or downgrade charges, VAT, promotional pricing or refund eligibility.
NkaiHost will review the customer’s account records, invoices, payment history, service status, renewal dates, cancellation requests, refund policy and relevant terms. Customers are responsible for keeping payment details up to date, reviewing renewal notices and cancelling services before renewal if they no longer wish to continue.
Where a payment error, duplicate payment or billing mistake is confirmed, NkaiHost will correct the account where appropriate. Refunds are assessed according to the applicable service terms, product type and refund policy. Some services, such as domain registrations, domain renewals, certain third-party licences, custom work or already-provisioned third-party services, may be non-refundable.
NkaiHost may suspend or terminate services in certain circumstances, including non-payment, abuse complaints, malware, phishing, spam, excessive resource use, security threats, illegal content, breach of terms or risk to the platform or other customers.
If you believe your service was suspended in error, you should contact NkaiHost immediately through the client portal or by email. We will review the reason for suspension and determine whether the service can be restored, whether corrective action is required, or whether termination remains appropriate.
For abuse-related suspensions, restoration may require removal of malicious files, password resets, software updates, spam investigation, DNS correction, security patching or written confirmation that the issue has been resolved.
NkaiHost may receive abuse reports from third parties, security researchers, network providers, domain registries, spam monitoring organisations, law enforcement, rights holders or affected users.
Abuse reports may relate to phishing, malware, spam, copyright infringement, trademark misuse, defamation, illegal content, botnets, denial-of-service activity, credential theft or other harmful activity.
When an abuse report is received, NkaiHost may review logs, hosted content, DNS records, account activity and customer history. Depending on severity, we may contact the customer for remediation, temporarily suspend the affected service, restrict access, remove specific content where legally required, or escalate to external authorities.
Customers may dispute an abuse action by providing evidence that the report is incorrect or that the issue has been resolved.
Data loss disputes may involve website files, databases, emails, backups, application files, VPS content, uploaded media or builder content.
NkaiHost may provide backup services depending on the hosting plan, but customers remain responsible for maintaining their own backups unless the service terms state otherwise. Backups may be subject to storage limits, retention periods, technical failure, corruption or service-specific exclusions.
If a data loss dispute arises, NkaiHost will review the service plan, backup availability, deletion events, support history, account activity and restoration options. We will attempt to assist where a backup is available, but we cannot guarantee restoration of data unless the applicable plan or agreement expressly provides that guarantee.
NkaiHost uses HostBill for the customer portal and billing experience, and Plesk for hosting management. Disputes may arise where a customer cannot access the portal, cannot access Plesk, has lost credentials, has incorrect permissions, or believes a service has not been provisioned correctly.
NkaiHost will review portal records, service status, provisioning logs, account email records and authentication history. We may reset access, resend welcome emails, verify identity or correct provisioning issues where appropriate.
Customers are responsible for keeping account email addresses current, protecting passwords, enabling available security features and notifying NkaiHost quickly if access appears compromised.
To help NkaiHost investigate fairly, customers should provide relevant evidence. This may include screenshots, error messages, invoice numbers, payment receipts, domain names, timestamps, support ticket IDs, email headers, DNS records, migration instructions, old host access details, monitoring alerts, application logs or correspondence with third-party providers.
NkaiHost may rely on system records, server logs, portal records, Plesk configuration, email logs, payment records, DNS lookup results and support ticket history when assessing a dispute.
Where evidence is incomplete, we may be unable to verify the claim fully.
If you are unhappy with the initial response from NkaiHost support, you may request escalation.
The first stage is support review, where the support team investigates and responds. The second stage is senior review, where a senior team member reviews the complaint, previous responses and available evidence. The third stage is final internal review, where NkaiHost provides its final position on the matter.
When requesting escalation, please explain why you disagree with the previous response and provide any additional evidence. Repeating the same complaint without new information may limit our ability to change the outcome.
If a dispute cannot be resolved internally, external routes may be available depending on the type of customer, the nature of the dispute and the jurisdiction involved.
For UK consumer disputes, ADR may be available through certified ADR providers. UK government guidance explains that ADR covers ways of resolving disputes between consumers and traders without going to court, and the UK has regulations affecting businesses that sell directly to consumers.
For some consumer disputes, independent providers such as the Dispute Resolution Ombudsman may offer ADR services for service providers and consumers.
For domain disputes, external routes may include ICANN’s UDRP process for many generic top-level domains and Nominet’s Dispute Resolution Service for .uk domains.
For legal disputes, customers may seek independent legal advice or use the courts where appropriate. NkaiHost’s Terms and Conditions should specify the governing law and jurisdiction applicable to contractual disputes.
NkaiHost serves both consumers and business customers. Some rights and remedies may differ depending on whether you are purchasing as a consumer, sole trader, company, agency, developer, reseller or other organisation.
Consumer customers may have statutory rights that cannot be excluded by contract. Business customers are expected to carry out appropriate due diligence before purchasing, maintain their own data and backup responsibilities, and ensure that selected services meet their operational requirements.
Nothing in this Dispute Resolution page is intended to remove rights that cannot lawfully be excluded.
If you have a billing concern, please contact NkaiHost before initiating a chargeback or payment reversal. Many payment issues can be resolved quickly by reviewing the relevant invoice, payment record, renewal date or service status.
If a chargeback is opened without first attempting to resolve the issue with NkaiHost, the related service may be suspended while the payment dispute is investigated. NkaiHost may provide evidence to the payment processor, including invoices, service records, login records, provisioning records, communication history and terms accepted at checkout.
Where a chargeback is found to be invalid or abusive, NkaiHost may recover administrative costs where permitted by law and the applicable terms.
NkaiHost expects all parties to engage in dispute resolution in good faith. This means providing accurate information, responding to reasonable requests, avoiding abusive language, preserving relevant evidence and allowing a reasonable time for technical investigation.
We understand that hosting problems can be stressful, especially where a business website, email service or customer-facing application is affected. However, abusive behaviour toward staff, threats, harassment, fraudulent claims or deliberate misuse of the dispute process may result in restrictions on support access or service action in accordance with our Terms and Conditions.
Customers should raise disputes as soon as reasonably possible after becoming aware of the issue. Delays may make it more difficult to investigate because logs, backups, DNS records, third-party records or old hosting accounts may no longer be available.
Billing disputes should ideally be raised before renewal or shortly after invoice payment. Migration disputes should be raised during the testing period or immediately after launch. Email disputes should be raised as soon as missing delivery, failed login or migration issues are noticed. Technical disputes should include timestamps so relevant logs can be reviewed.
Depending on the circumstances, NkaiHost may offer one or more remedies. These may include technical correction, reconfiguration, service credit, refund, migration assistance, account adjustment, additional explanation, escalation, restoration from backup where available, or support guidance.
The appropriate remedy depends on the service purchased, the terms applicable to that service, the evidence available, the cause of the issue and whether NkaiHost was responsible.
NkaiHost is not responsible for losses caused by customer-side misconfiguration, third-party services, unsupported software, expired domains, missing backups, compromised passwords, external DNS providers, application code defects or events outside our reasonable control, except where required by law or expressly stated in the applicable service terms.
If you need to raise a complaint or dispute, please contact us:
NkaiHost
NKAI SYSTEMS LIMITED
124 City Road
London, EC1V 2NX
United Kingdom
Email: support@nkaihost.com
Where possible, please submit your complaint through the NkaiHost Client Portal so it can be linked to your service, invoice and support history.
This Dispute Resolution page is intended to explain NkaiHost’s customer complaint and dispute handling approach. It is provided for general information and does not constitute legal advice.
Dispute rights and obligations may vary depending on the customer’s location, service purchased, domain extension, contract type, payment method, consumer or business status, applicable registry rules and governing law.
Customers should obtain independent legal advice where necessary, especially for domain ownership disputes, trade mark disputes, data protection disputes, regulated services, large commercial claims or court proceedings.