Service Level Commitment

This page contains information about:

    • Who we are and the services we provide
    • How to contact us
    • How we communicate with you
    • Your personal data and privacy
    • Cancelling services
    • Refunds
    • Resolution of complaints
    • Reporting abuse

Who we are and the services we provide

Net2Air is a specialist domain name, web hosting and email provider. We also offer other web services to both consumers and businesses around the world.

How to contact us

All written correspondence should be sent to our registered office address which is:

New Kings Court Tollgate, Chandler’s Ford, Eastleigh, Hampshire, England, SO53 3LG

If you need to contact us for a specific purpose, then you may find it quicker to visit our Contact Us page.

How we communicate with you

We believe in effective communications with our customers whilst being committed to protecting and respecting your privacy in line with the General Data Protection Regulation (GDPR), as set out in our Privacy Policy.

We will only contact you about goods and services similar to those which were the subject of a previous sale to you.

We also abide by all industry standards.

Your personal data & privacy

All personal data is stored securely in accordance with the principles of the Data Protection Act 1998. 

Your rights and responsibilities in relation to the personal data we hold about you, and your right to privacy, are set out in our Privacy Policy.

Cancelling services

You can always end your contract with us. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing, when you decide to end the contract and whether you are a consumer or business customer, in accordance with our Terms and Conditions.  Please use our Contact Us page if you need help.

Refunds

We will consider all requests for refunds depending on the package you have and the circumstances giving rise to the request. 

Refunds

We will consider all requests for refunds depending on the package you have and the circumstances giving rise to the request. 

Resolution of complaints

If you are unhappy with any of our products or the level of our services, please contact us and let us know as soon as possible.  If the complaint involves downtime of a service, please contact us within 5 days of the downtime incident.

    • Existing customers: Please email: he***@ne*****.co
    • Not a Net2Air customer: You can write to us at Customer Care, or telephone us on 0345 363 3630 (or, if calling from abroad, +44 (0)345 363 3630).

All complaints are dealt with by managers at the highest appropriate level.

To avoid any delay, please do not send correspondence to individual employees’ email addresses.

We aim to acknowledge your enquiry within 3 business days of receipt and respond within 10 working days. 

Reporting Abuse

If you would like to report:

    • Network abuse (Bot net, DDOS, Port Scanning, Spam)
    • Copyright infringement
    • Trademark / IP abuse

Then please contact our abuse team by email: ab***@ne*****.co

If you need to report one of the issues listed below, then please report this directly to the IWF at https://www.iwf.org.uk/report

    • Child sexual abuse images hosted on our servers
    • Criminally obscene adult content on our servers
    • Non-photographic child sexual abuse images on our servers