Four rules cover getting your money back, and only one of them will apply to your order. First shared or reseller hosting order: 30 days. Monthly billing term: 7 days. Private account, new contract: 14 days. Domains, servers, licences, SSL and design work: never. Ask in writing and we pay to the card or wallet you paid from.
1.Which Rule Applies to Your Order
Find your order in the table below. Each rule covers a different situation and is stated once. Where more than one could apply, the rule with the longest window wins, except that the never-refundable list in Section 5 always applies and is never overridden.
| Your situation | Window | Counted from | Rule |
|---|---|---|---|
| First-ever order of shared or reseller hosting | 30 days | Activation | Section 2 |
| Any service on a monthly billing term, and every renewal | 7 days | Start of that term | Section 3 |
| Private (consumer) account, new contract | 14 days | Contract start date | Section 4 |
| Domains, VPS, cloud, dedicated, licences, SSL, IPs, design work | None | — | Section 5 |
2.30-Day Money-Back Guarantee
New shared web hosting and reseller web hosting purchases carry a 30-day money-back guarantee. Ask within 30 days of activation and the hosting fee comes back in full. No pro-rating, no restocking charge, and we do not require you to justify the decision.
It applies to the first term of your first such order only. That means the following are outside it:
- Renewals of an existing plan, and upgrades from one plan to another.
- Accounts held by a client who has previously held a WebsNP account, whether or not it is still active.
- Accounts held by a client who has already received a refund from us under any rule.
- Every item in Section 5, even where it was bought in the same order as the hosting.
3.Cancelling a Monthly Term
Services ordered on a monthly billing term cannot be cancelled once seven (7) days have elapsed from the start of that term.
Cancel inside those seven days and the service stops immediately, with a pro-rata refund where the service is refundable at all. After the seventh day the term runs to its scheduled end date and stays payable in full, with no partial refund for the unused part.
The seven days restart with every term, so a renewal opens a fresh window rather than inheriting the last one.
4.Right of Revocation, Private Accounts Only
Where a right of revocation applies, it must be exercised within fourteen (14) days of the contract start date. 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
Each of these carries 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.
- Website design, custom development and hourly system administration work.
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.
6.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 and do not stop the clock. The request date is the date we receive it, not the date you wrote it, so send it with a day or two in hand rather than on the final afternoon of the window.
Take a copy of anything you need off the server before you send the request. An approved cancellation stops the service, and the data goes with it.
7.How and When You Are Paid
Approved refunds are returned to the original payment method, within 7 to 14 working days of approval. 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.
8.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.