General

Vivid Image Media is offering non-tangible irrevocable products, therefore we do not, as a general rule, issue refunds once the order is completed and the product is handed over to the customer. As a customer you are responsible for understanding this upon purchasing any item on our website.

However, we realise that exceptional situations can arise with regards to the nature of the products and services we supply. Therefore, we do honour requests for refunds in the following circumstances:

Non-delivery

If we fail to deliver the product or service within the previously agreed timescale, you are entitled to receive a refund equalling the full value of the product or service not provided.

Not-as-described

If you opine that the product or service provided to you is not as advertised, you may be entitled to receive a refund equalling the full or partial value of the product or service that was not-as-described (depending on the type and extent of differences between the offered and delivered item). Clear evidence must be provided proving that the purchased product or service is not as it was described or advertised. Complaints based merely on customer’s false expectations or wants would not be honoured.

Major defect

Although all our products and services are thoroughly tested before handing over to a customer, unexpected errors may occur. Any such issues must be reported to us via telephone, in writing, or through e-mail (as provided in the contact section of our website). We reserve the right to rectify any reported and accepted error or defect within 72 hours during working days. If any deficiency is agreed upon and we fail to correct it within 72 hours from the date and time of the initial complaint, at customer’s choice, we will either offer a replacement of the faulty product or service for a comparable product or service of the similar function and value, or issue a full refund to the customer without any further caveats.

Please be aware that, in case the aforementioned faulty product or service resides on your, rather than our server, temporary access to your server may be required by our technician in order to identify and fix the issue within our product or service. Failure to provide such access in a timely fashion may result in a delayed resolution of the issue. Refusal to provide access to your sever would result in your inability to qualify for a refund.

Complaint Procedure

Vivid Image Media always strives to provide the best products and services to our customers, however in an unlikely case that you feel that the product or service provided to you is not-as-described or defective, please feel free to raise your complaint or concerns. Any perceived issues should be reported to us within 14 days from the date of the purchase via telephone, in writing, or through e-mail (all contact details are provided in the contact section of our website). We reserve the right, at our discretion, to not honour any complaints made after the above mentioned deadline, or, alternatively honour them against an additional agreed fee.

Our technical support team is always eager to assist you and deliver highly professional support in a timely manner. Thank you for purchasing our products and services.

Discount Prices

Please note that our discount prices are valid for the first term of service only and then renew at the regular rate for subsequent periods. Accordingly, discount vouchers can only be redeemed against new purchases of products or services and cannot be redeemed against any renewals of products or services. Discount vouchers cannot be refunded or exchanged for cash or other denominated vouchers.

Disclaimer

Vivid Image Media do not bear any responsibility and therefore do not satisfy any refund/return/exchange requests based on incompatibility of our products and services with any incompatible hardware (e.g. Non-Windows-OS-based computer systems) or third-party software (e.g. plug-ins, add-ons, modules, scripts, extensions, web browsers, search engines, etc.) other than those specified as compatible in a description available on request before purchase of each product or service. We cannot and do not guarantee that our products will be fully compatible with any future operating systems, web browsers and third-party software, including but not limited to new versions of programs presently compatible with our products and services. We may however, at our discretion and for an agreed price, offer a means to rectify any such potential problem arising from incompatibility with any future third-party software releases.

In no event shall Vivid Image Media be liable to you or any third parties for any special, punitive, incidental, indirect or consequential damages of any kind, or any damages whatsoever, including, without limitation, those resulting from loss of use, data or profits, whether or not Vivid Image Media has been advised of the possibility of such damages, and on any theory of liability, arising out of, or in connection with, the use of our products and services.

The use of the products and services purchased through the Vivid Image Media website, or from Vivid Image Media directly is done at your own discretion and risk and with agreement and understanding that you will be solely responsible for any damage to your computer systems, loss of data, or financial loss, whether real or perceived, that results from such use. No advice or information, whether oral or written, obtained by you from Vivid Image Media directly or from Vivid Image Media website shall create any warranty for our products and services that would protect you against such damages.

Vivid Image Media (later ‘we’, ‘us’, ‘our’, ‘it’, ‘its’) takes its responsibilities relating to the confidentiality of customer’s (later ‘you’, ‘your’) personal information very seriously. Our privacy policy is set out below:

If you use any of the services which Vivid Image Media provides, you will be deemed to have consented to the collection and use of the personal information you submit to us in the ways described below. Please read this Privacy Policy with due care.

In order for Vivid Image Media to provide its services to you, including (but not limited to) domain name and website hosting, e-mail provision, eCommerce, etc. (the ‘Services’), we may ask you to provide certain personal information, such as your name, address, telephone number and e-mail contact.

1. Any personal information which is collected by Vivid Image Media will be used by us in accordance with current data protection legislation.

2. Such personal information will be collected and processed by Vivid Image Media or its employees and agents for the following purposes:

a) delivering and providing our products and services to you;

b) carrying out your instructions (e.g. to fulfil a payment request);

c) administering and managing our relationship with you;

d) letting you know about products and services that may be relevant to you;

3. Collecting and processing your personal information for the above purposes might entail sharing the information with employees, agents and/or contractors of Vivid Image Media and sending you advertising and promotional material relating to other our products and services, or, occasionally, to third party products and services carefully selected by us. Where such personal information is collected, you will be given an opportunity to inform us that you do not wish to receive advertising and promotional material.

4. In the hypothetical event that Vivid Image Media is acquired by a third party (purchaser), the personal information we have collected about you will be considered a part of the company’s assets and may, therefore, be transferred as such to a purchaser.

5. As part of its duties as a domain name registrar, Vivid Image Media is required to provide certain information about customers who register domain names with us to the relevant domain naming authority. This information will include personal data such as the customer’s name and address. The relevant naming authority will make such information available to the public online through publicly accessible and searchable directories of owners of domain names. It is a condition of the purchase of a domain name from Vivid Image Media that the customer agrees with the transfer of their personal information to the relevant naming authority and agrees for the naming authority making that personal data available on a publicly accessible database. On request, we can provide the customer with details of the relevant naming authority.

6. Vivid Image Media reserves the right to pass on your personal data to law enforcement agencies properly requesting it in connection with the commission of any offence, once we are reasonably satisfied as to the circumstances surrounding the request.

7. You have the right to ask Vivid Image Media for a copy of the personal information it holds about you (service for which we may charge a nominal fee), and ask us to correct any inaccuracies in that information. You can ask us to send you a copy of your personal data here: E-mail us

8. Vivid Image Media will normally keep your personal information for a period of five years from the end of our relationship with you. This enables us to comply with legal and regulatory requirements or use your personal data where we need to for various legitimate purposes such as managing your account and dealing with any disputes or concerns that may arise. In some circumstances, you have the right to request that your personal information be deleted sooner than specified above. In case we don’t need to retain your personal data for this period of time, we may delete it sooner. We may continue to retain your personal information if entitled or required to retain it, e.g. as specified in paragraph 6.

9. Vivid Image Media has strict procedures in place in relation to the collection and storage of your personal data. Any your financial information (including credit or debit card details), while completing our online order process, is duly encrypted and protected by 128-bit Transport Layer Security (TLS) cryptographic protocol, so that it cannot be intercepted by a third party.

10. Vivid Image Media uses a range of measures and procedures to keep your personal information safe and secure which may include encryption and other forms of security. Any information that resides on our internal systems is securely stored and inaccessible to third parties, with exceptions as detailed in paragraphs 3, 4, 5 and 6.

11. All Vivid Image Media’s platforms storing the personal information are fully industry-standard compliant and undergo regular rigorous testing and auditing.

12. If Vivid Image Media for whatever reason has to change its Privacy Policy, we will post any such changes on this page so that you are always aware of how we use your personal information.