Refund Policy and Process

At {{COMPANY_NAME}}, we want you to be satisfied with our services. If a service does not meet your expectations, you may be eligible for a refund. This guide outlines our refund policy, eligibility criteria, and how refunds are processed.

Refund Eligibility

Services Eligible for Refund

Non-Refundable Services

The following services are not eligible for refunds:

1. Domain registrations: Domains are registered with the registry and cannot be reversed
2. Domain renewals: Registry fees are non-refundable
3. Domain transfers: Transfer fees are non-refundable
4. WHOIS privacy protection: Non-refundable once activated
5. Setup fees: One-time setup charges are non-refundable
6. Renewal payments: Refunds apply to new purchases only, not renewals
7. Add-on services: Additional IPs, backups, and other add-ons
8. Services used in violation of Terms of Service

Tip: Domain names are the most commonly misunderstood non-refundable item. Once a domain is registered with the registry, the registration fee is paid to the registry and cannot be recovered.

Refund Conditions

To qualify for a refund:

1. Within the refund window: Request must be made within the eligible period
2. First-time purchase: Refunds apply to new orders, not renewals or re-purchases
3. No Terms of Service violations: Account must not have been suspended for abuse
4. Service not heavily used: Excessive resource usage may void refund eligibility
5. Original payment method available: Refunds are issued to the original payment method

How to Request a Refund

Step 1: Submit a Cancellation Request

1. Log in to your {{COMPANY_NAME}} client portal at {{SUPPORT_URL}}
2. Navigate to My Services and select the service
3. Click Request Cancellation and select Immediate
4. In the reason field, mention that you would like a refund

Step 2: Open a Billing Ticket

1. Navigate to Support > Open Ticket
2. Select the Billing department
3. Subject: "Refund Request — [Service Name]"
4. Include the following information:

- Service/Order ID

- Reason for the refund request

- Invoice number(s)

- Preferred refund method (if applicable)

1. Submit the ticket

Step 3: Await Processing

1. Our billing team will review your request within 1-2 business days
2. You will receive a response confirming eligibility and refund amount
3. If approved, the refund will be processed

How Refunds Are Processed

Refund Methods

Refunds are issued to the original payment method:

Refund Timeline

1. Request submitted: Day 0
2. Review completed: 1-2 business days
3. Refund initiated: 1-2 business days after approval
4. Refund received: 3-10 business days after initiation (depends on payment gateway and bank)

Partial Refunds

In some cases, a partial refund may be issued:

• Prorated refund: For the unused portion of a billing period
• Less domain cost: If a free domain was included with hosting, the domain registration cost is deducted from the refund
• Less setup fees: One-time setup charges are non-refundable

Account Credit Option

Instead of a refund to your payment method, you can request an account credit:

• Credit is applied instantly
• Can be used for any future purchase or renewal
• No processing delay
• Full amount credited (no payment gateway fees deducted)

Tip: Account credits are the fastest way to get your money back and can be applied to any service immediately.

Refund for Overcharges and Billing Errors

If you believe you were charged incorrectly:

1. Open a billing ticket with the invoice number
2. Describe the discrepancy
3. Our team will investigate and correct any errors
4. Valid overcharges are refunded in full regardless of the refund window

Chargebacks and Disputes

Please contact us before initiating a chargeback with your bank:

• Chargebacks incur additional processing fees
• We prefer to resolve billing issues directly
• Accounts with active chargebacks may be suspended
• Contact our billing team first — we are committed to fair resolution

Frequently Asked Questions

Q: Can I get a refund for a domain?

A: No, domain registrations, renewals, and transfers are non-refundable as the fees are paid to the registry.

Q: I renewed my hosting by mistake. Can I get a refund?

A: Renewals are generally non-refundable. Contact support for exceptional circumstances.

Q: How long does a refund take?

A: After approval, refunds take 3-10 business days to appear in your account, depending on your bank.

Q: Can I get a refund if my site was hacked?

A: Security incidents do not qualify for refunds, but our team will assist with cleanup and recovery.

Q: My refund window has passed. Can I still request one?

A: Refund requests outside the eligible window are reviewed on a case-by-case basis. Contact support to discuss your situation.

Related Articles

• How to Cancel a Service
• Managing Invoices
• Adding GSTIN to Your Account

For refund requests or billing questions, contact our billing team at {{SUPPORT_EMAIL}} or open a ticket at {{SUPPORT_URL}}.