Refund Policy
We want you to be fully satisfied with our services. This Refund Policy explains when refunds are available and how to request them.
1. Hosting Services
New hosting accounts are eligible for a full refund within 7 calendar days of the initial payment, provided the account has not been used to host any website or send emails. After 7 days, no refund is available for hosting services.
Hosting renewals are non-refundable once processed.
2. Domain Registrations
Domain registrations are non-refundable once submitted to the registry (NIRA for .ng domains, or the relevant TLD registry for others). This is because the registration fee is paid to the registry immediately and cannot be recovered. Please verify your domain name carefully before completing payment.
Domain renewals are also non-refundable once processed.
3. Domain Transfers
Transfer fees are non-refundable once the transfer process has been initiated.
4. Add-on Services
SSL certificates, email hosting add-ons, and other supplementary services are non-refundable once activated.
5. Service Downtime Credits
If we fail to meet the 99.9% uptime commitment in our SLA, you are entitled to service credits as defined in our Service Level Agreement. Credits are applied to your account balance and cannot be converted to cash.
6. How to Request a Refund
To request a refund within the eligible period:
- Log in to your account at portal
- Open a support ticket with the subject "Refund Request"
- Include your invoice number and reason for the refund
Approved refunds are processed within 5-10 business days to your original payment method or as wallet credit.
7. Contact
For refund questions: billing@naijacloud.ng