New Customer:
- Once a package has been decided on, please ensure the customer understands the below
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Bank Details Verification
- This product is subject to a Bank Details Verification check. This has a turnaround time of 24-48hours.
- If verification fails, you will be notified via SMS with instructions on how to update the information.
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Describe the product
- The domain name……(mention domain name) you have chosen will be billed annually at a cost of ……………...(mention domain renewal cost) and will be automatically renewed.
- Mr/Mrs (customer's name), the Domain only package includes you having 1 site, as it allows redirects and pointing. To make any of these changes, please contact the technical team by logging a query on your Mweb online account, where you will also be able to add emails at an extra cost.
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Domain Transfers
- Mr/Mrs (customer's name), kindly note that you need to back up your emails and website. There will be downtime; however, the transfer is process-driven and we cannot commit to a turnaround time. Please inform your current ISP of the transfer. Once they receive the transfer, they must accept the ticket within 24hours.
- Mr/Mrs (customer's name), please ask your current ISP for an EPP code. This code must be sent to ofcdomains@mweb.com before we send the transfer to your current ISP. (This is only for international domain transfers. If the customer has it at hand, please enter this code in the capture)
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Domain Transfer Unsuccessful Reasons
- Your domain transfer could be unsuccessful due to it not being paid, expired, transfer not accepted, or locked.
- Mweb will communicate via SMS.
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Activation
- It could take up to 24hours after capture for your service to be active.
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Cancellation
- Mr/Mrs (customer's name), we require a full calendar month’s notice on all cancellations prior to your next renewal date. If you have any emails associated with this domain, this will also be cancelled.
- Direct Marketing, outbound only, excludes portal and Inbound
- A cooling-off period of 5 working days is applicable if you wish to cancel the service.
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Billing for existing customers
- A once-off cost will be billed annually and will be auto-renewed after 1 year
- Thereafter, you will be invoiced the normal subscription fee as per your package.
- This payment will be delayed to the last working day of the following month, should your activation take place around the 25th of the month.
- For more information on how payment works, please see Clause 8 of Mweb’s General Terms and Conditions.
- You will see “Mweb Internet” followed by your account number on your bank statement. This is our abbreviated short name used for debit orders.
Billing for new customers (new profile on Solid)
- A once-off cost will be billed annually and will be auto-renewed after 1 year
- You will receive your first invoice within 5 working days after product activation.
- Payment for the first invoice (bill) is collected within 5 working days from product activation.
- Your monthly invoices will be available on your Mweb online account from the 11th, and payment will be collected on the last working day of the month.
- For more information on how payment works, please see Clause 8 of Mweb’s General Terms and Conditions.
- You will see “Mweb Internet” followed by your account number on your bank statement. This is our abbreviated short name used for debit orders.
Don't forget to conclude the sale with the debit order declaration.
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Closing:
- You will receive an order tracking email with a link to view and track your order.
- By simply logging on to your Mweb My Account or accessing your Mweb mobile app, you will find all you need to know about the status of your order.
- Is there anything else I can assist with?
- Thank you very much. Kindly hold for the 3-question survey
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