Today I was alerted that my site was showing "Whois verification pending" and that it was down. I contacted them and they said "The contact details are verified. The nameservers were not reverted back to old ones due to a glitch, we are sorry about that."

I asked and they confirmed it was their fault. They fixed it and wrote " It may take 24-48 hours for the DNS changes to be accepted globally. Please give it some time to propagate."

The site sells some products and I may miss a few hundreds of Euros in that time, plus possible damage for being down, plus I may have discovered this much later.

So I asked if they have a compensation:

- first answer: no compensation.

I said "does not seems fair, I'll complain officially and write in twitter".

- second answer: ok, 5 U$ worth of services (PremiumDNS protection against DNS-Based DDOS attack).

I complained

- third answer: "register 5 separate non-premium domain names for 1-year of the following extensions: .pw .host .xyz .icu" which I don't need.

I was wondering if there's some established practice to define compensation and how much a fair compensation is. Thank you!

[Edit: formatting and I added the 24/48 hours propagation time. It's still down]