Refund & Cancellation Policy

1. Introduction

This Refund & Cancellation Policy explains when customers may cancel services and when refunds may or may not be available. It forms part of the Spantrix Limited Terms of Service.

Refund eligibility depends on the service type, billing cycle, provisioning status, third-party rules, registry rules, license rules, payment status, abuse history, and the timing and method of the cancellation request.

2. Scope and Relationship With the Terms of Service

This policy applies to hosting, reseller hosting, VPS/cloud, domains, SSL certificates, email hosting, backups, security services, migrations, server administration, support, licenses, and related services supplied by Spantrix Limited.

This policy should be read with the Terms of Service, Acceptable Use Policy, Domain Registration Agreement, Privacy Policy, and DMCA & Abuse Policy. If a more specific service rule applies, that rule controls refund eligibility.

3. General Refund Principles

Refunds are not automatic. A customer must submit a verified refund request within the applicable refund period and must provide the information Spantrix Limited reasonably requests.

Refunds are generally available only for eligible services, eligible billing cycles, eligible accounts, and eligible payment methods. Spantrix Limited may refuse a refund where the customer breached the Terms of Service, used the service for abuse, failed verification, initiated a chargeback, or caused Spantrix Limited cost, loss, risk, or upstream-provider liability.

Third-party, irreversible, provisioned, licensed, metered, consumed, registry-related, customized, or reserved-resource services may be non-refundable once ordered, activated, registered, renewed, transferred, provisioned, validated, consumed, or delivered.

4. Money-Back Eligibility

Shared hosting and reseller hosting monthly plans are eligible for a refund only if a verified cancellation and refund request is received within seventy-two hours after initial order activation.

Shared hosting and reseller hosting plans on billing cycles other than monthly are eligible for a refund only if a verified cancellation and refund request is received within fourteen days after initial order activation.

Domain registrations are refundable only within twenty-four hours after registration if the registry, registrar, payment processor, and operational status allow reversal. .ng domain names are non-refundable. Domain renewals, transfers, premium domains, redemption fees, and restoration fees are non-refundable unless Spantrix Limited expressly confirms otherwise in writing.

All products and services not expressly listed as refundable in this policy are non-refundable unless Spantrix Limited states otherwise in writing.

5. Services Not Eligible for Refund

• Domain renewals, domain transfers, .ng TLDs, premium domains, redemption fees, restoration fees, and registry-imposed fees.
• SSL certificates after order, issuance, validation, cancellation deadline, vendor processing, or activation.
• Third-party software licenses, control panel licenses, operating system licenses, security licenses, backup licenses, and application licenses.
• Setup fees, migration fees, paid support, custom development, server administration, malware cleaning, security hardening, consultation, and other labour-based services once work has begun or been scheduled.
• VPS/cloud servers, reserved resources, dedicated IP addresses, dedicated or reserved infrastructure, snapshots, metered usage, bandwidth overages, storage overages, and cloud resources once provisioned.
• Backup services, security services, monitoring services, email filtering, spam filtering, and third-party vendor services once activated.
• Promotional discounts, trial services, account credits, coupon values, affiliate commissions, taxes, payment processing fees, bank charges, and currency conversion differences unless required by law.

6. Upgrades, Downgrades, Renewals, and Cancellations

Upgrades may be billed immediately, prorated, or charged at the price shown at checkout. Downgrades may take effect at the next renewal, immediately, or after manual review depending on the service and technical feasibility.

Renewal fees are non-refundable once a service has renewed, except where Spantrix Limited expressly states otherwise or applicable law requires a refund.

Customers must cancel before renewal if they do not want to renew. Non-use, forgotten renewal dates, failure to update a payment method, failure to read renewal notices, or failure to disable automatic renewal does not create a refund right.

Customers may request immediate cancellation or end-of-term cancellation. Immediate cancellation may cause prompt deletion or disabling of data, websites, emails, domains, DNS, backups, snapshots, and configurations.

7. Non-Payment, Fraud, Verification Failure, and Chargebacks

Spantrix Limited may suspend or cancel services for non-payment, failed payments, expired payment methods, unpaid invoices, failed verification, suspected fraud, chargebacks, payment disputes, or unauthorized-payment claims.

Fraudulent orders, abusive orders, verification failures, and chargeback-related cancellations are not eligible for refunds and may result in loss of account credit, administrative fees where permitted, or refusal of future service.

Customers must contact billing support before initiating payment disputes. Chargebacks may result in immediate suspension, domain lock, account termination, recovery fees, and legal or collection action.

8. Refund Request Procedure

Refund requests must be submitted from the verified client area or from the registered account email address to the billing contact listed in this policy.

The request should include the customer name, account email, invoice number, service identifier, domain name where applicable, order date, cancellation type, reason for cancellation, payment method, and any other information needed to verify eligibility.

Approved refunds will be processed to the original payment method where practical. If that is not possible, Spantrix Limited may issue account credit or request additional verification.

Refund processing time depends on review, payment processor rules, banking timelines, currency, fraud checks, and chargeback status. Spantrix Limited should insert its standard processing timeframe before publication, such as [5-10 business days after approval].

9. Account Credit, Taxes, Fees, and Currency Conversion

Account credit has no cash value unless Spantrix Limited expressly agrees otherwise. Account credit may be limited to future Spantrix services and may expire or be forfeited if the account is closed for abuse, fraud, or breach.

Taxes, gateway fees, bank fees, transaction fees, currency conversion differences, and foreign exchange movements may be non-refundable unless law requires otherwise.

10. Abuse-Related and Spantrix-Initiated Cancellation

Services cancelled, suspended, restricted, or terminated because of abuse, spam, phishing, malware, fraud, excessive resource use, legal risk, chargeback, sanctions risk, payment risk, or breach of policy are not eligible for refund unless Spantrix Limited decides otherwise.

Spantrix Limited may terminate services under the Terms of Service. If Spantrix Limited terminates a service for convenience and not because of customer breach, Spantrix Limited may provide a prorated refund or account credit for unused prepaid fees, excluding non-refundable items, third-party costs, and consumed resources.

11. Contact

For questions about this policy, contact support@spantrix.com or open a support ticket from the client area.