Refund Policy

30-day money-back guarantee

Shared hosting, reseller hosting and master reseller hosting

Hostnali Webhost offers a 30-day money-back guarantee on its Web Hosting, Reseller Hosting and Master Reseller Hosting plans only. If you are not completely satisfied with one of these services and you cancel your account within 30 days of signing up, you will receive a full refund of the hosting fees you paid.

The guarantee applies only to hosting fees. It does not cover administrative fees, installation or setup fees for custom software or website templates, or fees for any other additional services. It applies to yearly payment plans only: monthly subscriptions are not refundable, but you can cancel at any time and you will not be charged for the next month. Fees for registering or transferring a domain name as part of a hosting order are not refundable.

Dedicated servers and VPS

There are no refunds on dedicated servers or VPS. The 30-day money-back guarantee does not apply to them.

Cancellations and refunds

Payment method

No cash refunds are made for payments by bank transfer, wire transfer, Western Union, cheque or money order. If you paid by one of these methods, any refund due is added to your Hostnali account as credit instead.

How the money-back guarantee works

If you buy an account covered by the 30-day money-back guarantee and cancel it within the first 30 days of its term (the “Money-Back Guarantee Period”), you will receive a full refund of the basic hosting, reseller hosting or master reseller hosting fees you paid for the initial term (the “Money-Back Guarantee Refund”), as long as you send a written request to the Hostnali Webhost support team (the “Refund Request”) within 60 days of the cancellation (the “Notice Period”).

The refund is subject in all respects to this policy and to our Terms of Use. It covers only basic shared hosting, reseller hosting and master reseller hosting fees, and does not include administrative fees, installation fees for custom software, other setup fees, or fees for any other additional services. No refund is due if we do not receive your Refund Request within the Notice Period.

Refund eligibility

Only first-time accounts are eligible for a refund. For example, if you have had an account with us before, cancelled it and signed up again, or if you open a second account with us, you are not eligible for a refund.

Purchases that we reasonably consider fraudulent or made with ill intent, such as buying a hosting package to send bulk spam or commit cybercrime (including email spamming, email fraud and impersonation), are not eligible for a refund if they are revoked, cancelled, suspended or terminated. Breaching our Terms of Use or Acceptable Use Policy removes your right to a refund under this policy.

Non-refundable products and services

• Dedicated servers and VPS.
• Administrative fees and installation fees for custom software.
• Website set-up help from our staff, whether free or paid, because it is given in good faith.
• Domain names, except that a domain ordered together with a hosting package may be refunded at Hostnali Webhost’s sole discretion. Any domain refund is reduced by the market value of the domain.
• Google Workspace subscriptions.
• Downloadable software, plugins and modules.

Cancellation process

You can cancel the Services by sending Hostnali Webhost written notice through a cancellation request in the Client Area or a support ticket. When you cancel:

1. you must pay all fees and charges incurred before the cancellation takes effect; and
2. Hostnali Webhost may, at its sole discretion, refund prepaid fees for basic hosting services for the full months remaining after the cancellation takes effect (no partial months are refunded), less any setup fees, applicable taxes and any discount you received for paying in advance, as long as you are not in breach of our Terms of Use.

When we receive your cancellation request you will get an automatic “Cancellation Request Confirmation” email. Once we have confirmed the details with you, we will tell you in writing (usually by email or support ticket) that your account has been cancelled. The confirmation includes a ticket number in the subject line for your reference. If you do not receive the automatic confirmation within a few minutes of submitting your request, please contact us immediately through live chat or a support ticket.

We require all cancellations to be made in writing so that we can (a) confirm your identity, (b) confirm that you are ready for all of your files and emails to be removed, and (c) keep a record of the request. This reduces the risk of mistakes and of fraudulent or malicious requests, and makes sure you know that your files, emails and account may be removed immediately and permanently once the cancellation is processed.

Cancellations of shared and reseller hosting accounts take effect on the account’s renewal date. Cancellations of dedicated servers and VPS take effect as soon as they are processed, and no refund or credit is given for the unused part of the billing period.