Refund Policy

Last updated on Nov 9, 2023

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Introduction

At OXAHOST SARL, we are committed to providing absolute transparency and maximum satisfaction to our customers. Our refund policy aims to outline the conditions and terms for refunds related to our products and services.

Product Classification

• Refundable Products: Most of our products and services are eligible for a refund under certain conditions.
• Non-refundable Products: Certain products and services are not eligible for refunds in accordance with our guidelines and prevailing regulations.

Non-refundable Products

Some services and products are not eligible for refunds, including:

• Domain Names: Domain name registration and transfer fees are non-refundable once initiated.
• Customized Services: Custom or tailored services are not eligible for refunds.
• Free or Offered Services: Products or services obtained for free or offered are non-refundable.
• Software Licenses: Licenses of any kind, such as Plesk, cPanel, etc., are non-refundable.
• Added Resources: Additional resources like RAM, CPU, or disk space added to a service are non-refundable.
• Server Management Tasks and Service Level: Payments for server management tasks and service levels are non-refundable.
• Promotional Offers: Services purchased under a promotional offer will be refundable only as credit added to the client's account.

Refundable Products

Unless otherwise stated, our products and services are eligible for a refund under certain conditions:

Refund Eligibility Criteria:

• Refund requests must be submitted by the customer through our OXAHOST support ticket system.
• Refunds are allowed within specific timelines:
  30 days: for annual, bi-annual, and tri-annual subscription cycles.
  15 days: for semi-annual and quarterly subscription cycles.
  7 days: for monthly subscription cycles.
• Domain registration fees will be deducted from the refunded amount for domain names. For gifted domains, the amount will be adjusted based on the renewal rate if it's lower than the initial registration rate.

Additional Details

• Refunds are not possible in cases of abuse or non-compliant use of the service, as defined in our terms of service.
• Bank transfer refunds may take 15 to 30 business days to process.
• Refunds for SSL certificates are granted only if the configuration has not been finalized.

Refund Terms

Refundable amounts not exceeding +100 DT (or +35 euros) will be refunded only as credit added to the client's account unless the payment method used during the purchase integrates the refund function.

The refunded amount for a refundable product is calculated based on the period used.

Installation fees for dedicated servers are non-refundable.

Gifted domain names are not eligible for refunds.

Refund Process

Our dedicated customer support team manages refund requests, ensuring prompt and efficient assistance.

Industry Standard Policy

This refund policy aligns with web hosting industry standards, providing clear and fair conditions for our customers.

Important Note

We encourage you to carefully read this policy before making any purchases with OXAHOST SARL. Any refund request will be evaluated based on the conditions stated in this policy.

Contact and Support

For any questions or additional assistance regarding our refund policy, please contact us through our customer support system.