Refund Policy

This Refund Policy outlines the conditions under which refunds are available for our web hosting services purchased through our website(s).

We comply with the Consumer Protection Act (CPA) No. 68 of 2008 and the Electronic Communications and Transactions Act (ECTA) No. 25 of 2002.

There is no general right to cancel services simply due to a change of mind after the cooling-off period, except as provided by law. All refunds are processed to the original payment method.

For ongoing services, refunds are pro-rated for the unused portion of the billing period.

Cooling-Off Period

For online purchases of hosting services (distance sales under ECTA s47):

  • You have 7 calendar days from the date of service activation or delivery of access details to cancel for any reason.
  • Notify us in writing (email: [email protected]) within this period. No penalty applies.
  • We will refund the full amount paid (excluding any setup fees if non-refundable) and deactivate the service. You must cease using the service upon cancellation.

For direct marketing transactions (under CPA s16):

Full refund upon notice.

You have 5 business days from the date of agreement to cancel without penalty.

Faulty or Defective Services

Under the implied warranty of quality (CPA s55 and s56):

  • Hosting services must be of good quality, in good working order, free of defects, and fit for purpose.
  • If a defect appears within 6 months of activation, you may request a full refund (pro-rated), repair (e.g., service fix), or replacement (e.g., migration to equivalent service) at our expense (your choice).
  • Notify us immediately with proof (e.g., error logs, screenshots) via [email protected]. We will investigate and resolve within a reasonable time.
  • Exclusions: Defects caused by misuse, your modifications, or normal wear (e.g., bandwidth overuse).

Services Unsuitable for a Specific Purpose (CPA s55(3))

  • If you informed us of a specific purpose before purchase (e.g., high-traffic site hosting) and we confirmed suitability, but the service fails within 10 business days of activation, you may cancel for a full pro-rated refund at our cost.
  • Exclusions apply if the service has been customized or if regulations prohibit (e.g., illegal content).

Non-Provision of Service

If the hosting service is not activated or provided within the agreed timeframe:

  • Contact us within 30 days of purchase for a full refund or activation at no extra cost.

Refund Process

  1. Contact us at [email protected], WhatsApp or phone us with your account details and reason.
  2. We will confirm eligibility and issue instructions within 2 business days.
  3. Refunds are processed within 15 business days of cancellation notice or resolution.
  4. For partial refunds (e.g., pro-rated), we calculate based on the unused service period.

Exclusions

No refunds for:

  • Services after the cooling-off period if fully consumed or customized (e.g., dedicated server setups).
  • Add-ons like domain registrations or third-party SSL certificates (governed by their terms).
  • Cancellations due to suspension for policy violations (e.g., abuse of terms).
  • Monthly plans after initial billing if no defect applies—pro-rated only for early termination with notice.

If you have questions, contact us.

Disputes may be referred to the National Consumer Commission.