Refund & Cancellation Policy

1.Summary

2.7-day refund window (new shared hosting)

If you've bought a new shared hosting plan and you're not happy with it, email us within 7 calendar days of the order date and we'll refund the hosting fee in full. You don't need to give a reason.

The 7-day clock starts when the invoice is marked paid — not when you start using the service.

This window applies to first-time orders only. It does not apply to renewals or to additional services added after activation.

3.What isn't refundable

Some items are non-refundable from the moment they're issued, because we can't recover the cost ourselves:

• Domain registrations and renewals — once a domain is registered with the registry, the fee is gone. This is true at every registrar.
• Paid SSL certificates (Comodo, Sectigo, etc.) — issued certificates can't be returned. The free Let's Encrypt SSL we provide on every plan is, of course, free.
• Dedicated IP addresses.
• Setup fees, where any apply.
• Migration work beyond the free standard migration — for example, if we did paid custom development or migration of an unusually complex site.
• Any service that's been active for more than 7 days, unless we've materially failed to deliver it (see §9 below).

4.Renewals

Renewal invoices are issued 14 days before the service end date. You can cancel renewal at any time before you pay the renewal invoice — just email us or click Cancel in the client area. There's no fee for cancelling a renewal.

Once you pay a renewal, that period is non-refundable. We'll service the rest of the term you paid for.

5.How to cancel

To cancel an active service:

1. Log into the client area and choose Cancel service on the service page; or
2. Email [email protected] from the email on file with the service ID or domain name.

Cancellation is processed within one business day. The service continues to run until the end of the period you've paid for, unless you ask us to terminate it immediately.

6.How to request a refund

Email [email protected] from the email address on the account, including:

• The invoice number or order ID.
• The reason (optional inside the 7-day window; required outside it so we can investigate).
• Bank/Easypaisa/JazzCash details to receive the refund, if you paid by transfer or wallet.

7.Processing & timelines

We process refund requests within 2 working days of receiving them. The bank or PayFast may take additional time to credit your account — that part is outside our control.

8.Chargebacks

If something has gone wrong, please email us first — almost every issue can be resolved within a day. Initiating a chargeback before contacting us:

• Triggers immediate suspension of all services on the account, pending resolution.
• Means we have to defend the chargeback with PayFast / your card issuer, which slows everyone down.

We'll always honour a legitimate refund request — you don't need to chargeback to get one.

9.Refunds we won't issue (and ones we will)

We do not refund hosting fees when:

• The account was suspended or terminated for breach of the Acceptable Use Policy — for example, hosting malware, sending unsolicited bulk email, fraud, or chronic resource abuse.
• The account was suspended for non-payment and you're trying to recover the previous paid period.
• You bought hosting and never used it but waited longer than 7 days to ask. We do offer account credit in this case as a goodwill gesture, valid for 12 months.

We will refund (pro-rata, outside the 7-day window) when:

• We've materially failed to deliver the service — sustained downtime far beyond the SLA, or a server issue we couldn't resolve.
• We make a billing mistake.
• We discontinue a service you've paid for in advance.

10.Contact