1. Eligibility for Refunds

1.1 New Users (Managed Shared Hosting)

Refunds apply only to first-time signups on Managed Shared Hosting. If you cancel within 7 days of purchase and provide a valid, server-related reason, you are eligible for a refund. Third-party apps, themes, plugins, and custom code are outside our scope and are not covered.

1.2 One Refund Per Customer

Only one refund per customer is permitted. Multiple services or multiple signups do not qualify.

1.3 Non-Refundable Services

No refunds will be provided for the following:

• Domain name (registration, renewal & transfer)
• Domain privacy
• SSL certificates
• Reseller Hosting
• VPS
• Dedicated Servers
• Clusters
• Addons
• Licenses
• Extra IP
• Website Development

1.4 Product Upgrades/Downgrades

Refunds are not granted for plan upgrades or downgrades. Customers are responsible for these changes.

1.5 Existing Customers

If you already have an active product and order an additional product, the new order is non-refundable.

1.6 Service Suspension/Termination

No refund will be made if your service is suspended or terminated due to any of the following:

• Email marketing/email abuse/misuse of service
• Inappropriate/illegal/immoral activities
• Account resource over-use or other policy violations

1.7 Payment Issues

Refunds are not applicable where service is terminated for payment-related issues. You are responsible for timely payments to avoid suspension or termination.

1.8 Late Fees

A late fee of ₹99 will be added to your invoice if payment is not made before suspension. This fee must be cleared to reactivate service.

1.9 KYC Requirement for Refunds

In line with our KYC Enforcement Policy, refunds are only processed for customers with completed and approved KYC. Accounts without verified KYC are not eligible for refunds.

2. Payment and Activation

2.1 Instant Activation

Accounts paid via credit/debit card, net banking, or PayPal are set up immediately after payment confirmation. Payments via UPI/NEFT/IMPS are activated once funds are confirmed.

2.2 Non-Refundable Payments (Bank Rails)

Payments made through UPI/NEFT/IMPS directly to our bank are non-refundable and, if approved by us, may be added as account credit.

3. Additional Terms

3.1 Domain Charges (Free Domain Bundles)

If your hosting plan included a free domain and you cancel the plan, the standard domain price will be deducted from your refund. If the refund amount is less than the domain price, you must pay the difference or forfeit the domain. Standard transfer fees apply if you move the domain to another provider.

3.2 Free WHMCS Starter License (Reseller)

Reseller plans include a WHMCS Shared License. If a reseller plan is cancelled within 7 days, $29.95 (the WHMCS Starter license cost) will be deducted from the refund.

3.3 Migration Charges (Refund Requests After Migration)

If migration was completed and you request a refund, a mandatory fee of ₹1,000 per GB of migrated data + GST will be deducted. This includes all migrated files, databases, emails, and backups. Charges apply per cPanel/account if multiple accounts were migrated.

• Migration is a manual, technical process that involves time, labour, server resources, and verification.
• The migration fee is mandatory even if:
  • The refundable amount is lower
  • The refund becomes zero after fee deduction
  • Additional manual work was required due to poor website structure
• If multiple websites or cPanel accounts were migrated, Kuldeep Mahto may apply migration charges per account, depending on the total workload.

3.4 Taxes and Fees

Refunds do not cover taxes, setup fees, refund processing fees, postal/courier charges, or payment gateway/processing charges.

4. Cancellation Process

4.1 Requesting a Refund

Submit a cancellation request via the Client Area within 7 days of purchase for eligible products. Requests after 7 days will not be processed.

4.2 Processing Time

Refunds are processed within 7–15 business days after your cancellation request is validated and KYC (if pending) is approved.

4.3 Unpaid Invoices

Unpaid invoices may lead to suspension or termination. Suspended accounts are restored only after clearing dues. Terminated accounts are permanently deleted and cannot be restored.

4.4 Termination Reasons

Your hosting account may be terminated if:

• You request discontinuation of service.
• You fail to renew on or before the due date.
• You violate our Terms of Service or Acceptable Use Policy.
• Potential fraud is detected by our anti-fraud systems and not resolved.

4.5 Automatic Actions (System)

Invoice generation, service cancellations, suspensions, terminations, and late fee additions are automated at 2:00 AM IST. Please manage your account and payments to avoid disruption.

4.6 Backup Responsibility

Please maintain your own backups at all times. Upon termination, all files are deleted from the server. Novahost is not liable for data loss following termination.