Complaints Handling Policy

This policy covers complaints about any WAFRA service: domains, servers, billing, your account and our support. For .qa, .com.qa and .net.qa domains it also carries out the Qatar Domains Registry Complaints Policy, which asks registrants and the public to complain to the sponsoring registrar first. Reports of spam, phishing, malware or illegal content follow our Abuse Policy.

• Email support@wafra.net with “Complaint” in the subject, call +974 7020 2010, or reach us through the Support page. You can write to us in Arabic or English.
• Tell us your name and account email, the domain, server or invoice concerned, what happened and when, and what you would like us to do.
• Attach copies of earlier messages, screenshots or other evidence, and keep your own copies. You will need them if you later take the complaint to the Qatar Domains Registry.

• We confirm by email that we have received your complaint.
• We investigate it, which can include asking you or another party for more information.
• We reply in writing with what we found, what we will do, and why.
• If we made a mistake, we put it right. Refunds follow our Refund Policy and any direction from the Qatar Domains Registry or CRA.
• We keep a record of each complaint, our replies and the outcome, and give it to the Qatar Domains Registry or CRA when they ask for it.

• Registrant eligibility: if you believe the registrant of a domain we sponsor is not eligible for it, tell us the domain and why. We check the eligibility details held for that domain. If they are missing or out of date, we ask the registrant to update them urgently and give them a reasonable opportunity to do so. If the registrant cannot show that it is eligible, we ask the Qatar Domains Registry to delete the domain.
• Reserved names: a complaint that a name on the registry’s Reserved Names List was registered is reported to the Qatar Domains Registry straight away.
• Registrations, renewals and transfers: complaints about a registration, a renewal, a transfer between registrars or a change of registrant are handled by us first.
• Resellers: if you bought a domain through a WAFRA reseller, complain to us. We handle it under this policy and remain responsible for the reseller.

• For a .qa, .com.qa or .net.qa domain, you can take the complaint to the Qatar Domains Registry at CRA after our final reply. The registry asks us for our response, looks at both sides and gives you its decision in writing. See the QDR Complaints Policy and CRA’s Registrants page.
• For other services, you can take the complaint to the competent authority, including CRA’s consumer complaint process where it applies.

The registry does not handle complaints about website or email content, hosting or email service, spam or phishing, or domains outside .qa. Send those to us under our Abuse Policy or to the competent Qatari authorities. A trademark dispute over a .qa name goes to the QDR Domain Name Dispute Resolution Policy.