Frequent Questions: Resellers

How do we handle non-payment by the customer?

Some transactions (for example, registrations of certain domains) are non-refundable once completed. Others can be canceled and fully refunded within a specified time period (for example, .com registrations can be canceled up to day 5.)

What is your refund policy?

We refund where the service was not delivered due to errors on our part, or where our policy specifically permits it (for example, SSL certificates are refunded fully up to 60 days, no questions asked.) For domain registrations, we refund where the registration can be canceled. This period of time is determined by the registry and varies by extension.

What happens if the domain is auto-renewed but the customer fails to pay us for the renewal?

In order to complete the auto-renewal Gandi must provide payment to the registry, therefore renewals cannot be refunded. The risk of non-payment must be borne by the reseller.

What Customer data do we need to pass to you? What data will we receive from you?

Gandi will require the contact information of the registrant. The mandatory parameters are:

  • Street address
  • Zip code
  • City
  • Country
  • Email
  • Contact name (family, given)
  • A password for that account
  • Phone number
  • Contact type (company, individual)

Some extensions require additional parameters as well.

Are there limitations on what we can choose to do with new domains and domains that don’t point to anything yet?

You may host a parking page that all domains registered via your site will point to by default. This will be done via a default zone file. There are content restrictions on certain domains, such as .cn, .xxx, or .cat.

How do you handle domain name disputes, locking, forced transfer, etc.?

Gandi maintains a legal desk, which handles all cases that require registrar involvement in disputes between third parties. In most cases the issue can be forwarded to legal@gandi.net for investigation and response. We are extremely cautious and careful when processing takedown requests, and strictly follow applicable due process.

Gandi also maintains an abuse desk, which handles disputes between Gandi and it’s customers (such as spammers, fraudulent registrations, etc.)

In the event that our reseller agreement expires or is terminated, what is the customer experience? What happens to the domains they purchased through our interface? How and where do they go to manage these domains?

By default, in such a case the ownership of the domains would remain with the customers. All the customer accounts would be released by you, and the customers would become direct Gandi customers. They would be directed to use the Gandi web site to manage their domains. Alternative arrangements may be possible. For example, if a third party become involved and wished to take over control of the accounts from you, you could contact us to make those arrangements.

What tools, documentation, etc. can you provide to our support team?

We provide resellers access to our standard documentation, LiveDNS API, and legacy (v4) API. We also provide phone support for resellers.

What limits, throttling, or other capacity constraints do we need to be aware of for your reseller API?

For customers using our classic API, today we rate-limit accounts to 30 requests every 2 seconds. We can facilitate higher levels if needed.