Policies & Terms

The agreement covering use of DomainHeaven and the services bought through it.

These terms cover your use of DomainHeaven and any service you buy through us. 1. Who we are. DomainHeaven provides business services — domain registration, websites, business email, business phone, business formation filing support and related help — through dmnheaven.com. 2. Your account. You are responsible for the accuracy of the information you give us and for keeping your sign-in details secure. 3. How we work. Our services are delivered by people. Filings, provisioning and website work are prepared and submitted by our staff, not automatically by software. 4. Third parties. Some services depend on outside parties — registries, telecom carriers, email providers and state agencies. Their timescales and decisions are outside our control. 5. Payment. Services are charged at the price shown at checkout. Recurring services renew until cancelled. 6. Acceptable use. You may not use our services for unlawful activity, fraud, spam or to infringe someone else's rights. 7. Ending the agreement. Either side may end the relationship. Charges already incurred remain payable, and government fees already paid cannot be recovered. 8. Limits. We are responsible for our own work. We are not responsible for losses caused by information you supplied, by third-party providers, or by events outside our reasonable control. 9. Changes. If we change these terms we publish a new version with a new effective date. Questions: support@dmnheaven.com

What personal and business information we collect, why, and who it is shared with.

This policy explains what we collect and what we do with it. What we collect: your name, email address, phone number, business details, the information you give us for a filing or service, order and payment records, and support messages. Why we collect it: to deliver the service you bought, to contact you about it, to meet the requirements of registries, carriers and state agencies, and to keep records of what was done. Who we share it with: only the providers needed to deliver your service — for example the domain registry for a registration, the telecom carrier for a phone line, the email provider for mailboxes, the state agency for a filing, and our payment processor for card payments. We do not sell your information. Payment details: card details are handled by our payment processor. DomainHeaven does not store full card numbers. How long we keep it: as long as you hold an account with us, and afterwards for as long as we need to for legal and record-keeping reasons. Your choices: you can ask us what we hold, ask for corrections, or ask us to close your account. Some records must be kept even after an account closes. Contact: support@dmnheaven.com

When work can be cancelled and what is refundable.

Cancelling. You can ask to cancel a service at any time by contacting support@dmnheaven.com or from your dashboard where the option is shown. Before work starts. If you cancel before a specialist has begun work, we refund what you paid for that service. After work starts. Once preparation has begun, the DomainHeaven service fee reflects work already done and is not automatically refundable. We look at each request on its facts. Government and third-party fees. State filing fees, registry fees and carrier charges are paid straight to those bodies and cannot be recovered once paid. They are never refundable by us. Domains. A registered domain cannot be un-registered. Registration fees are not refundable once the registry has accepted the registration. Recurring services. Cancelling a monthly service stops future charges from the cancellation date. We do not pro-rate part months unless we say so in writing. Refund timing. Approved card refunds are issued to the original card and usually appear within five to ten business days.

How monthly and yearly services renew and how to stop them.

Some DomainHeaven services bill on a schedule: Business Email and Business Phone bill monthly, some email plans bill yearly, and domains renew on their registry expiry date. Renewal. A recurring service renews automatically using the card you saved at checkout, at the price shown for the plan, until you cancel. Price changes. If the price of a plan changes we tell you before it applies to your renewal. Failed payments. If a payment fails we retry it and contact you. If it stays unpaid the service can be suspended, and for domains and phone numbers a long-unpaid service can be lost. Usage charges. Telephone usage outside your plan allowance is billed in addition to the plan fee. Stopping a subscription. Contact support@dmnheaven.com. Cancellation stops future charges; it does not refund charges already taken.

Your responsibilities for your account and how we protect it.

Your responsibilities. Keep your password private, use a password you do not use elsewhere, and tell us immediately if you think someone else has access to your account. What we will never do. DomainHeaven staff will never ask you for your password. Any message asking for it is not from us. Service credentials. Where a service has its own sign-in — webmail, the phone portal — we send the first-time details through a secure document and ask you to change the password straight away. Access by staff. Our staff can see the information needed to deliver your service, and every administrative action is recorded in an audit history. Suspicious activity. We may suspend access if we see activity that puts an account at risk, and we will contact you when we do.

How we contact you and where official notices are delivered.

By opening an account you agree to receive service communications from us electronically. Where notices go. Service notices, document deliveries, status changes and billing notices are sent to the email address on your account and are also available in your dashboard. Keeping details current. You must keep your email address up to date. A notice sent to the address on file counts as delivered. Marketing. Any marketing email is separate and can be unsubscribed from at any time; unsubscribing does not stop service notices. Support channels. The fastest route is a support request in your dashboard, which keeps the whole history in one place. You can also write to support@dmnheaven.com.

How documents are delivered and how long they stay available.

Documents we prepare for you — setup documents, filing summaries, official documents received from a state — are delivered to the Documents area of your dashboard. Why the portal. Documents often contain business and personal details, so they are delivered behind your sign-in rather than as ordinary email attachments. You are notified when a new document is available. Availability. Documents stay available while your account is open. Please keep your own copy of anything important, especially official state documents. Accuracy. If a document contains a mistake, tell us and we will correct it and issue a new version. The version and date are printed on every document. Acknowledgement. Some documents ask you to acknowledge them. That records that you received and read the document; it is not a legally binding electronic signature.

Merchant processing is not yet available.

Merchant processing is not live at DomainHeaven. There is no active merchant processing service, no application process and no processing agreement in place. Nothing on our site should be read as an offer of card processing services. You can join the waitlist so we can tell you when it becomes available. Joining the waitlist creates no obligation on either side, involves no fee and no credit check, and is not an application. When the service does launch, full terms will be published and you will be asked to review them before anything is set up.

How registration works, who owns the domain, and renewal rules.

Registration. We submit your domain registration to the registry through our registrar partner. A registration is only complete once the registry accepts it. Availability. A domain shown as available can still be taken by someone else before payment clears. If registration fails, we tell you and refund the registration fee. Registrant details. Registries require accurate registrant contact details. Giving false details can result in the registry suspending the domain. Ownership. The domain is registered to you. We manage it on your behalf. Renewal. Domains renew on the registry expiry date. With auto-renew on, we renew and charge your card. With auto-renew off, the domain expires. Registry rules. Every domain ending has its own registry rules, and some require extra information before they can be registered.

What is needed to move a domain to or away from DomainHeaven.

Transferring in. To move a domain to us you need to unlock it at the current registrar, obtain the authorisation (EPP) code, and have a domain that is at least 60 days old and not transferred in the last 60 days. Registries typically take five to seven days to complete a transfer. What you should check. Your DNS settings should be in place before the transfer so your website and email are not interrupted. Transferring away. You can move your domain elsewhere. We will unlock it and supply the authorisation code on request to the account owner, subject to registry rules and any transfer lock period. Fees. A transfer-in usually includes one year of registration, charged at the price shown. We do not charge a fee to release a domain.

Who is responsible for DNS records and what can go wrong.

Who changes what. DomainHeaven makes DNS changes for domains we manage when you ask us to, or when a service we are setting up needs them. If another provider manages your DNS, those changes are yours to make. Propagation. DNS changes are not instant. They usually take minutes but can take up to 24 hours to spread worldwide. Risk. Incorrect DNS records can stop your website loading or stop email arriving. If you ask for a specific record, we apply it as given. If a change we made breaks something, tell us and we will roll it back. Records we need. Email requires MX, SPF and DKIM records. Websites require A or CNAME records. Removing them will break the service.

What happens when a domain is allowed to expire.

On the expiry date. If a domain is not renewed it stops working. Websites and email using it go down immediately. Grace period. Most registries allow a short grace period after expiry in which the domain can still be renewed at the normal price. The length is set by the registry. Redemption. After the grace period a domain usually enters a redemption period. It can sometimes be recovered, but the registry charges a substantial redemption fee on top of the renewal. After that. Once redemption ends the domain is released and anyone can register it. At that point it cannot be recovered. Our advice. Keep auto-renew on and keep the card on your account current.

What the Business Email service includes.

What you get. Hosted mailboxes on your own domain, webmail access, and standard mail protocols, on the plan you chose. Each plan has a set mailbox limit. Setup. Mailboxes are created by a DomainHeaven specialist. Delivery depends on the correct DNS records being live for your domain. Storage and limits. Storage and sending limits are set by your plan and by the underlying mail provider. Sending limits exist to protect deliverability for everyone. Deliverability. We configure SPF and DKIM. Whether a message reaches an inbox is ultimately decided by the receiving mail system. Your data. The contents of your mailboxes belong to you. We access them only if you ask us to in order to fix a problem.

How mailboxes are set up and what we need from you.

Manual setup. Mailboxes are provisioned by hand by a DomainHeaven specialist during business hours, not instantly at checkout. What we need. The domain to be used for email, the mailbox addresses you want, and DNS access — either through us or through whoever manages your domain. Testing. Before we mark a mailbox active we sign in to it and confirm it works. Credentials. First-time sign-in details are delivered in a secure document in your dashboard, never in plain email. You should change the password immediately afterwards. Changes. Adding, renaming or removing mailboxes is done by request. Your plan's mailbox limit still applies.

What business email may not be used for.

Your mailboxes may not be used to send unsolicited bulk email, to impersonate another person or business, to distribute malware or phishing, to harass anyone, or for any unlawful purpose. Bulk sending. Marketing to a list you collected yourself should be sent through a dedicated marketing platform, not through business mailboxes. Bulk sending from a business mailbox harms the reputation of your domain. Consequences. Sending that breaches this policy can result in the mailbox being suspended by us or by the underlying provider, sometimes without notice, to protect other customers. Reports. Abuse reports reach us from mail providers and blocklists. We will contact you and may suspend sending while it is investigated.

What happens to mailboxes and mail when the service ends.

Cancelling. Contact support@dmnheaven.com. Billing stops from the cancellation date. What happens to the mail. When the service ends, mailboxes are closed and their contents are deleted by the mail provider. This cannot be undone. Export first. Before you cancel, download or forward anything you want to keep. We can tell you how, but we cannot recover mail after the mailboxes are closed. Non-payment. A mailbox that stays unpaid can be suspended and eventually closed, with the same effect on the mail inside it.

What the Business Phone service includes and depends on.

What you get. A business telephone number, call forwarding, voicemail and the features of the plan you chose, delivered over the internet. Dependencies. The service needs a working internet connection and power. If either fails, calls will not connect. Setup. Your account, number and call routing are configured by a DomainHeaven specialist, not instantly at checkout. Quality. Call quality depends on your internet connection and on carrier networks we do not control. Lawful use. The service may not be used for unlawful calling, for automated nuisance calling, or in a way that breaches telecoms rules.

How the monthly plan and usage charges work.

Plan fee. Your plan bills monthly in advance at the price shown when you ordered. Usage. Calling that falls outside your plan allowance — for example international calling or high-volume usage — is billed in addition to the plan fee, at the rates in force at the time. Number fees. Each number carries its own monthly charge. Additional numbers add to the monthly amount. Unpaid accounts. If a payment fails we contact you. A line that stays unpaid can be suspended, and a suspended number can eventually be lost back to the carrier. Disputes. If a charge looks wrong, tell us within 30 days and we will investigate with the carrier.

Important limits on emergency calling over an internet phone line.

This notice is important. Please read it. Internet-based phone service handles emergency calls differently from a traditional line. - Emergency calls are routed using the service address registered on your line, not your actual location at the time of the call. - If you move the phone, or use it from another place, emergency services may be sent to the wrong address. You must tell us so we can update the registered address. - If your internet connection or power fails, the line will not work and emergency calls will not connect. - There may be a delay before a newly registered or changed address takes effect. You should always keep another way of reaching emergency services, such as a mobile phone. By using the service you confirm you understand these limits.

How numbers are assigned and how bringing an existing number works.

New numbers. We assign a number from the carrier's available inventory in the area code you request, where one is available. Specific numbers cannot be guaranteed. Porting in. You can usually bring an existing number. The carrier that currently holds it must release it, and porting typically takes one to four weeks. Your old service must stay active until the port completes or the number can be lost. What we need. A recent bill, the account details held by your current provider, and a signed authorisation. Rejections. Ports are rejected for mismatched account details more often than for any other reason. We will tell you exactly what the losing carrier objected to. Porting out. You can take your number elsewhere. We will supply the details your new provider needs.

Ending phone service and what happens to the number.

Cancelling. Contact support@dmnheaven.com. Monthly billing stops from the cancellation date; part months are not pro-rated unless we agree otherwise in writing. Your number. If you want to keep the number, start the port to your new provider before you cancel. Once a cancelled number is released back to the carrier it usually cannot be recovered. Voicemail and call records. These are deleted when the service ends. Non-payment. A line suspended for non-payment follows the same path — after a period set by the carrier, the number is released.

What a website package covers and how the project runs.

What we do. We build your site on one of our templates using the content you provide, set up your pages, and publish it when you approve. How the project runs. You complete a questionnaire, choose a template, review a draft, request changes, then approve for publishing. Timescales. We work as quickly as we can, but the largest factor is how quickly we receive your content and feedback. What is included. The pages in your package, on one of our templates, with the sections shown in the template. What is not included. Custom software, third-party integrations, copywriting beyond arranging the content you give us, stock photography licences, and ongoing marketing.

What each website package includes.

Packages. Website packages are sold as one-page, three-page and five-page sites. The page count is the number of distinct pages built and published. Limits are enforced. The builder will not publish more pages than your package allows. Adding pages. You can move up to a larger package at any time; the difference is quoted before anything changes. Sections. Pages can contain several sections — hero, services, hours, contact and so on — and these do not count as extra pages.

You are responsible for what your website says.

Your content. Text, prices, claims, opening hours, licence numbers, logos and photographs are your responsibility. We publish what you give us and what you approve. Rights. You must own or be licensed to use every image, logo and piece of text you supply. Do not send us material taken from another website. Accuracy. Prices and claims must be accurate and must comply with the rules of your industry. Regulated trades are responsible for their own licence and disclosure requirements. Prohibited content. We will not publish unlawful content, or content that infringes someone else's rights. Removal. If content breaches this policy we may unpublish the affected page and contact you.

How changes are requested and approved.

Draft review. When your draft is ready you review it in your dashboard and send your changes. Best practice. Send changes as one consolidated list. Piecemeal changes slow the project down more than anything else. What counts as a revision. Wording, images, section order, contact details and hours within your chosen template. What does not. Changing to a different template after the build has started, or adding pages beyond your package, is a new piece of work and is quoted separately. Approval. Publishing happens after you approve the draft. Approval confirms the content is correct.

What happens at publishing and afterwards.

Publishing. We publish once you approve the draft and, where a custom domain is used, once the domain is correctly pointed. Availability. We aim to keep published sites available at all times but cannot guarantee uninterrupted service; hosting and networks occasionally fail. Unpublishing. You can ask us to unpublish a site at any time. We may unpublish a site that breaches the content policy or where the service is unpaid. After publishing. Changes can still be made. Larger changes may be quoted separately.

What is needed to put your site on your own domain.

Domains we manage. If DomainHeaven manages your domain, we point it at your site for you. Domains elsewhere. If another provider manages your domain, you must add the records we supply, exactly as supplied. We cannot make changes at a provider we do not control. Timing. After the records are added, allow up to 24 hours for the change to take effect everywhere. Existing services. Pointing a domain at a new site can affect email or other services already using it. Tell us what else uses the domain so we can avoid breaking it. Verification. We verify that a domain is pointed correctly before we treat the connection as complete.

What our formation service does and does not do.

What we do. We prepare your formation paperwork from the information you provide and a DomainHeaven specialist submits it to the state you have chosen. What we are not. DomainHeaven is not a law firm and is not your attorney. We do not choose your entity type or state for you and we do not give legal or tax advice. Filings are manual. Every filing is prepared and submitted by a person. We do not file automatically. Name availability. A name that looks available can be rejected by the state. If that happens we come back to you for an alternative. Approval. Only the state can approve a formation. We cannot guarantee approval or a particular processing time.

How state fees and our service fee are made up.

Two parts. What you pay is made up of the state's filing fee plus the DomainHeaven preparation and submission fee. State fees. State filing fees are set by each state and are passed straight through. They change when the state changes them. We publish only fees we have verified against the state's own published schedule. Our fee. The DomainHeaven fee covers preparing the paperwork, checking it, submitting it and handling correspondence with the state. Extra state charges. Some states charge extra for expedited handling, certified copies or additional filings. These are quoted separately. Non-refundable. Once paid to a state, filing fees cannot be recovered, including if the filing is rejected for information you supplied.

You confirm the details we file are correct.

We file exactly what you give us. Names, addresses, ownership details, the registered agent and the business purpose are taken from the information you supply. Your confirmation. Before we submit, you confirm the details are complete and correct. Corrections cost money. If a filing has to be corrected or refiled because of inaccurate information, the state charges again. Those charges are yours. Rejections. If the state rejects a filing we tell you why and what is needed. We resubmit at no additional DomainHeaven fee where the problem was ours.

An important limit on what we can tell you.

DomainHeaven provides a filing preparation and submission service. We are not a law firm, not a tax adviser and not an accountant, and no attorney-client relationship is created by using our service. We cannot tell you which entity type to choose, which state to form in, how you will be taxed, how to structure ownership, or what licences your business needs. General information on our website or from our staff is information, not advice, and does not take account of your circumstances. For decisions with legal or tax consequences, please speak to a licensed attorney or accountant in your state.

Why we cannot promise a completion date.

Two different clocks. DomainHeaven turnaround covers our own preparation and submission work. Once your paperwork is submitted, the state sets the review time. State times vary. Processing can take days or weeks depending on the state and how busy it is. Some states offer expedited handling for an additional state fee. We cannot speed it up. No provider can make a state review a filing faster than its own queue allows. Anyone promising a guaranteed state approval date is not being straight with you. Updates. We pass on every state response as soon as we receive it, and your case shows where things stand.

How you receive your official documents.

On approval. When the state approves your filing we prepare a completion summary and attach the official documents we received from the state. Where to find them. Everything is delivered to the Documents area of your dashboard, and you are notified when it arrives. What you get. The completion summary, the state's approval documents, the filing number and the filing date. What the state issues varies by state. Keep copies. Banks and payment providers will ask for these documents. Please save your own copy as well.

The exact rules of the DomainHeaven referral reward.

How it works. Share your referral link. When someone new signs up through it and becomes a paying customer, you earn DomainHeaven account credit. The reward. 10% of eligible DomainHeaven revenue from the referred customer's first completed, paid, eligible order only. Later orders and renewals do not earn further credit. Holding period. A reward is held for 30 days after the qualifying order before it becomes available to spend. This covers refunds and chargebacks. What counts. DomainHeaven service fees. What does not count: state and government filing fees, taxes, advertising spend, telephone usage charges, and registrar or provider pass-through charges. Credit only. Rewards are DomainHeaven account credit applied to your services. They are not cash and are not withdrawable. Voided rewards. A reward is cancelled if the qualifying order is refunded, cancelled or charged back, if the payment fails, or if the order was comped. One referrer. A customer can only ever be attributed to one referrer, set at signup. You cannot refer yourself, and we reject referrals that look like duplicate or fraudulent accounts.

How to change or cancel a booked appointment.

Booking. Appointments can be booked from your dashboard, or a DomainHeaven specialist can book one for you. Changing or cancelling. Please give at least 24 hours' notice so we can offer the slot to someone else. You can reschedule or cancel from the confirmation in your account. Missed appointments. If we cannot reach you at the booked time we will wait ten minutes, then mark the appointment as missed and contact you to rebook. Our changes. If we have to move an appointment we will tell you as soon as we know and offer the next available time.

How support requests are handled.

How to reach us. Open a support request from your dashboard, or write to support@dmnheaven.com. Requests from the dashboard keep the full history with your account and are handled fastest. Response. We aim to reply to every request during business hours on the same working day. Complex issues involving a state agency, registry or carrier take longer because we depend on their response. What we need. The business, the service and what you expected to happen. Screenshots help. What we will not do over email. We will not ask for your password, and we will not send sign-in details in ordinary email — those come through a secure document.