Customer service handling process

1. Our working time is from 8:30 (GMT+8) to 18:00 (GMT+8) （Monday to Friday）, if you have any questions or doubts, Please do not hesitate to contact our Skype account: ourdomainsservice or send emails to service@ourdomains.com. We will respond to you at our working time.   

2. The process for submitting complaints:

You can submit your complaints to our service@ourdomains.com or our skype:ourdomainsservice. We will review and contact you first, trying our best and doing what we can do to satisfy with you. We will always collect our customers’ feedback and satisfy our customers with good service.  

3. Domain Name Disputes Resolution Process

Note: "gTLD" or "gTLDs" refers to the top-level domain(s) of the DNS delegated by ICANN pursuant to a registry agreement that is in full force and effect, other than any country code TLD (ccTLD) or internationalized domain name (IDN) country code TLD.

3.1 For any gTLDs other than .cn/ .中国 / .公司/. 网络, Please follow Uniform Domain name Disputes Resoultion Policy of ICANN:

http://www.icann.org/en/help/dndr/udrp

For any .cn/ .中国 / .公司/. 网络 domains, Please follow CNNIC Domain Name Dispute Resolution Policy Rules：

http://www1.cnnic.cn/PublicS/fwzxxgzcfg/201208/t20120830_35740.htm

http://www1.cnnic.cn/PublicS/fwzxxgzcfg/201208/t20120830_35737.htm

3.2 The moment we are informed of a new domain name disputes procedure:

The disputed domain name will be placed in Registrar Lock status once we are informed of a new domain name disputes procedure from approved dispute-resolution service provider. Meanwhile, we will also notify and forward relevant documents to the current registrant first. The lock on the domain names shall be expired automatically. 

3.3 The moment when the decision has to be implemented:

We will review the Decision first once rendered by the arbitration agency.

Then,We will notify the current registrant.

a. If the Decision states that the disputed domain name needs to transfer to the

Complainant, For any gTLDs other than .cn/ .中国 / .公司/. 网络, and we do not receive any ruling from any court of law within 10 Business days from the Date of Decision from Respondent, we will update the whois information of Complainant have provided , unlock the disputed domain name and send auth code to Complainant’s authorized email address for transfer after 10 Business days. For any .cn/ .中国 / .公司/. 网络 domains, we will implement the transfer after 10 calendar days from the date of Decision if we do not receive any ruling from law court from Respondent. 

b. If the current registrant (Respondent) does not agree to the Decision, For any gTLDs other than .cn/ .中国 / .公司/. 网络, and we have received ruling from court of law within 10 Business days from the date of Decision from Respondent, we will notify and serve documentations to both the Complainant and arbitration agency. For any .cn/ .中国 / .公司/. 网络 domains, 10 calendar days. 

c. If the dispute Panels finds against the Complainant, we will unlock the disputes domain name once we receive the Decision.

If you have any questions or doubts, Please do not hesitate to contact us disputes@ourdomains.com