1.Which Rule Applies to Your Order
Find your order in the table below. Where more than one row could apply, the stricter one governs, and the never-refundable list in Section 5 always applies and is never overridden.
| Your situation | Rule |
|---|---|
| Shared or reseller hosting, once activated | Section 2 |
| Any service on a monthly billing term, and every renewal | Section 3 |
| Duplicate or erroneous charge | Section 2 |
| Private (consumer) account, statutory right of revocation | Section 4 |
| Domains, VPS, cloud, dedicated, licences, SSL, IPs, email, design work and all other services | Section 5 |
2.Hosting Fees and Activated Services
Hosting capacity, server resources and set-up work are reserved for you and committed from the moment an order is paid and activated. For that reason fees for shared web hosting and reseller web hosting are non-refundable once the account has been activated, and so are all renewals, upgrades and add-ons.
The only amount returned is a duplicate or erroneous charge, which is returned in full once we have confirmed it.
3.Cancelling and Renewal
A billing term, whether monthly, annual or longer, runs to its scheduled end date once the service has been activated and stays payable in full. There is no partial refund for any unused part of a term, and no pro-rata credit for early cancellation.
4.Right of Revocation, Private Accounts Only
Where a statutory right of revocation applies to you, it must be exercised in writing within fourteen (14) days of the contract start date and before the service has been activated. By placing an order you ask us to begin provisioning immediately, and once a service has been activated and made available to you the right of revocation ends, to the extent the law permits. Requests on day fifteen or later cannot be accepted.
Revocation is open only to customers holding a private (consumer) account. It does not extend to company, business, corporate, organisational or governmental accounts, nor to anyone buying in the course of a trade, business, craft or profession.
An account registered to a company name, or carrying a VAT, PAN or business registration number, is a business account for this purpose and holds no right of revocation. This mirrors Section 4.4 of the Terms and Conditions and does not displace any statutory right you hold under the law of your own country.
5.Services That Are Never Refundable
The following are excluded from refunds. Most carry a hard cost we pay out at the moment of provisioning, to a registry, a vendor or a certificate authority, and that we do not get back. No rule on this page makes them refundable:
- Domain registrations, transfers and renewals. The fee goes straight to the registry.
- Dedicated servers and bare metal hardware.
- Virtual private servers (VPS) and cloud instances.
- Software licences, including cPanel, Plesk, LiteSpeed, Softaculous and CloudLinux.
- SSL certificates and dedicated IP addresses.
- Business email, Google Workspace, Google AI Pro and other third-party subscriptions.
- Managed services, server migration, set-up and installation work.
- Website design, custom development and hourly system administration work.
- Promotional, discounted and free-with-purchase items, and funds added to your account balance.
Services terminated for breach of the Terms and Conditions, including the conduct described in our Acceptable Use Policy, are also non-refundable, whatever rule would otherwise have applied. Fees are also not refundable because of a change of mind, a change of business plans, a mistake in the domain name or plan chosen, or because a service was not used.
6.When We Do Refund or Credit You
The rules above are firm, and so are the cases where fairness requires us to put money back. We return, or credit, the relevant amount in these situations:
- A duplicate or erroneous charge.
- A domain we were unable to register at all, for example because it was taken before your order reached the registry.
- A service we cannot provide, or that we end for our own commercial reasons, for the period after it ends, and design or development fees for work we have not carried out where we cannot deliver or end the project without a breach on your part.
- A software product that does not perform as its documentation says within 30 days of activation, where we cannot correct it, for the unexpired part of the first term.
- A statutory right of revocation that applies to a private account, as Section 4 of this policy describes.
- Missed uptime, as service credits or, below 95%, cancellation, under the Service Level Agreement.
7.How to Request a Refund
Every cancellation, refund and revocation request must be in writing. Send it either as a support ticket from your client area, or by email from the address registered on the account.
Tell us four things so we can act on it without a round trip:
- The account name the service sits under.
- The service concerned, by domain or hostname.
- Its start or activation date.
- Which rule you are claiming under, if you know.
Verbal requests and messages sent over social media are not accepted. The request date is the date we receive it, not the date you wrote it, so please send it as early as you can.
Take a copy of anything you need off the server before you send the request. A cancellation stops the service, and the data goes with it.
8.How and When You Are Paid
Where a refund is due, it is returned to the original payment method within 7 to 14 working days of confirmation. A card refund appears on the statement of the card that paid; an eSewa, Khalti or IME Pay payment returns to that wallet; a bank transfer returns to the account it came from.
The amount returned is net of any transaction fee the payment provider keeps when a payment is reversed. Where the provider does not return its fee to us, we cannot return it to you.
Once we have released a refund, the time it takes to surface depends on your bank or wallet rather than on us. Card issuers in particular often take a further working week to post it.
9.Questions About This Document
If any part of this document is unclear, or you need it explained before you order, open a ticket from your client area or email us and a human will answer. We would rather explain a clause now than argue about it later.