01
Seven-day hosting guarantee
The standard NairaHost money-back guarantee applies only to qualifying first-time hosting purchases. The refund request must be submitted within seven (7) calendar days of initial activation.
The 7-day guarantee is for hosting, not every product sold by NairaHost.
A hosting cancellation does not automatically make domains, licences, SSL certificates, migrations, setup work or other bundled third-party costs refundable.
Where a bundle contains both eligible hosting and a non-refundable item, NairaHost may refund only the eligible hosting component after deducting or excluding the non-refundable component.
02
VPS, licences and other excluded services
VPS and software licences are not covered by the NairaHost money-back guarantee. This includes virtual servers, cloud VPS products, control-panel licences and licence-reseller products.
Domains, SSL certificates, dedicated or specially provisioned infrastructure, setup charges, completed or commenced migration work, custom professional work and irreversible third-party products are also excluded once the applicable transaction or work has occurred.
The expression “non-refundable” in this Policy describes NairaHost's contractual refund position and does not remove a remedy that applicable law does not permit us to exclude.
03
How approved refunds are paid
Where a refund is approved or legally required, it will ordinarily be returned through the same payment gateway or payment method used for the original transaction, where technically available.
- NairaHost is not required to redirect an approved refund to an unrelated bank account, card, wallet or third party merely because another destination is requested.
- If the original route cannot technically receive a refund, NairaHost may use another lawful method after reasonable account and payment verification.
- Settlement times imposed by banks, gateways and card networks are outside NairaHost's direct control.
04
Cryptocurrency and irreversible payments
Except where a remedy is mandatorily required by applicable law, cryptocurrency, stablecoin, blockchain and other irreversible digital-asset payments are final and non-refundable.
NairaHost is not responsible for incorrect wallet addresses, incompatible networks, lost private keys, blockchain congestion, exchange-rate movement, network fees or irreversible Customer-initiated transfers.
05
Renewals, long-term billing and prorated refunds
Renewals are generally non-refundable once processed. Customers should cancel an unwanted renewable Service before its renewal is charged.
Voluntary cancellation during an active monthly, quarterly, semi-annual, annual or multi-year billing period does not ordinarily create a prorated refund for unused time. A longer billing term is a commitment to that paid service period, subject to any mandatory legal rights.
06
Prohibited use and policy violations
Every Customer represents when ordering and using a Service that it will be used only for lawful and permitted purposes.
Except where applicable law requires otherwise, a Service terminated for serious prohibited or unlawful use is not eligible for a contractual or prorated refund, regardless of the remaining prepaid term.
This includes phishing, credential collection, fraudulent impersonation, banking impersonation, malware distribution, spam operations, illegal Ponzi or pyramid schemes, fraudulent investment or trading operations, serious fraud, and deliberate circumvention of a prior enforcement action.
This rule applies regardless of whether the Service was paid monthly, quarterly, semi-annually, annually, biennially, triennially or under another billing term.
07
Duplicate, excess and mistaken payments
Genuine duplicate or excess payments are reviewed separately from an ordinary cancellation request. Customers should provide the affected invoice number and payment reference so NairaHost can reconcile the transaction.
Where appropriate, a verified duplicate payment may be reversed through the original payment route or converted to account credit with the Customer's agreement. A payment made to the wrong invoice or account is not automatically treated as a duplicate until ownership and outstanding obligations are verified.
08
Chargebacks and payment disputes
Customers are encouraged to contact NairaHost Billing first where reasonably possible so a genuine billing concern can be reviewed directly. A chargeback does not automatically establish that NairaHost was at fault or that a contractual refund was due.
NairaHost may submit invoices, transaction references, service logs, order records and account communications to the relevant payment processor or financial institution when responding to a dispute. Fraudulent or bad-faith chargebacks may result in account restrictions or termination under the Terms and Conditions.
Nothing in this section prevents a Customer from exercising a payment-dispute right that cannot lawfully be restricted.
09
Cancellation, suspension and termination
Cancellation is a Customer request to stop future service. Suspension temporarily restricts access. Termination ends a Service and may permanently delete hosting data. These events do not have identical refund consequences.
Eligible overdue hosting accounts may be permanently terminated after the applicable twenty-one (21) day non-payment period under the Terms and Conditions. A non-payment termination does not itself create a refund because the relevant invoice remains unpaid.
Customers are responsible for maintaining independent backups. NairaHost does not guarantee archival backups of permanently terminated accounts.
10
When the seven-day period begins
For a qualifying hosting Service, the seven-day money-back period begins when NairaHost initially activates or provisions the Service and makes it available for the Customer's use, not when the Customer first uploads a website, changes nameservers, logs in to the control panel or begins actively using the account.
Delaying use of an activated hosting account does not extend or restart the refund period. Where provisioning is materially delayed by NairaHost and the Service has not yet been made available, the refund period will not be treated as having started merely because the order was placed.
Example: If qualifying hosting is activated on September 1, the seven-day period is measured from that activation date even if the Customer does not upload a website until several days later.
11
First-time evaluation and repeated refund requests
The money-back guarantee is intended to give genuine Customers a limited opportunity to evaluate qualifying hosting. It is not intended to provide repeated free periods of hosting.
NairaHost may decline a contractual money-back-guarantee claim where there is reasonable evidence that a Customer, related account or person acting on the Customer's behalf is repeatedly purchasing substantially similar hosting, using it temporarily, requesting refunds and repurchasing in order to avoid legitimate charges or repeatedly obtain free service.
Account relationships may be assessed using reasonably available account, payment and service information in accordance with the Privacy Policy. An innocent Customer will not knowingly be denied solely because of an incidental shared characteristic such as a common network or developer.
This restriction applies to abuse of NairaHost's voluntary contractual guarantee. It does not remove a refund or remedy that applicable law independently requires.
12
Upgrades, downgrades and package changes
Upgrading, downgrading, changing billing cycle, changing server, changing control panel or otherwise modifying an existing Service does not create a new first-purchase refund period and does not restart the original seven-day guarantee.
If a Customer voluntarily downgrades during an already-paid billing term, the price difference is not automatically refundable in cash. NairaHost may, where appropriate and expressly approved, apply account credit or another adjustment, but no such adjustment is guaranteed unless required by the applicable product terms or law.
Additional amounts paid for an upgrade remain subject to the terms of the existing Service and any service-specific conditions disclosed for that upgrade.
13
Free domains, bundled products, promotions and coupons
A promotion may include a free or discounted domain, SSL certificate, licence, setup service, migration, bonus period, account credit or another benefit. A promotional description of an item as “free” does not mean NairaHost incurred no third-party cost in supplying it.
Where qualifying hosting is refunded but NairaHost has already incurred a non-recoverable third-party cost for an included domain, licence, certificate or other bundled item, NairaHost may exclude or deduct that actual non-recoverable cost from the contractual hosting refund to the extent permitted by applicable law and disclosed terms.
Promotional credits, bonus balances, coupons, free months and goodwill credits have no cash-refund value unless NairaHost expressly states otherwise. A Customer cannot convert the advertised retail value of a free promotional benefit into cash.
Example: A hosting package may advertise an included domain at no additional checkout price. If the domain has already been registered and the registrar charge cannot be reversed, the domain cost may remain non-refundable even if the qualifying hosting component is eligible for refund.
14
Payment fees, foreign currencies and exchange rates
Where a payment gateway, bank, card network, cryptocurrency network or other payment provider charges a non-recoverable transaction, processing, conversion or network fee, treatment of that fee will depend on the applicable payment-provider rules and law.
NairaHost will not deduct a fee from a mandatory refund where such a deduction is prohibited by law. For a voluntary or contractual refund, any permitted non-recoverable third-party fee may be excluded from the refunded amount where the applicable terms and payment rules allow it.
Where NairaHost accepts payment in a currency other than Nigerian Naira, an approved refund will ordinarily be based on the original transaction amount and currency where the payment system permits. NairaHost does not compensate for gains or losses caused solely by exchange-rate movements between the purchase date and refund date.
15
Service credits, SLA credits and promotional balances
A service credit is different from a cash refund. Unless the applicable Service Level Agreement or written offer expressly states otherwise, SLA credits, goodwill credits, promotional balances and similar credits are applied against eligible current or future NairaHost invoices and are not withdrawable as cash.
Receiving an SLA credit does not automatically create an additional cash-refund entitlement for the same event. Where mandatory law requires a separate remedy, that mandatory remedy remains unaffected.
16
Stolen, unauthorised or disputed payment methods
If NairaHost reasonably suspects that an order was paid using a stolen, compromised, unauthorised or fraudulently used payment method, we may suspend fulfilment or restrict the related Service while the transaction is reviewed.
Any reversal or return of funds associated with an unauthorised payment will ordinarily be handled through the originating bank, payment gateway, card network or other appropriate financial channel. NairaHost will not knowingly redirect disputed funds to a different person, bank account, cryptocurrency wallet or payment destination merely because the person controlling the NairaHost account requests it.
NairaHost may cooperate with the payment provider and provide relevant transaction and account records in accordance with the Privacy Policy and applicable law.
17
Migration, setup and professional work already performed
Where qualifying hosting is purchased together with migration, setup, installation, development, configuration or another professional service, refund eligibility for the hosting component does not automatically make completed or commenced professional work refundable.
Where work has already been performed, the applicable labour, setup or third-party cost may remain payable or may be excluded from a contractual hosting refund to the extent permitted by the agreed service terms and applicable law.
If NairaHost has not begun the separately charged work and no non-recoverable third-party cost has been incurred, any refund entitlement for that unused work will be determined under the applicable project or service-specific terms.
18
What happens after a full hosting refund
A full refund of a qualifying hosting purchase ends the Customer's entitlement to continue using the refunded hosting Service. NairaHost may cancel and terminate the refunded hosting account after the refund is approved.
Before requesting a full refund, the Customer should download any files, databases, email or other data they wish to keep. Where reasonably practicable and where no security, abuse or legal restriction prevents it, NairaHost may allow a reasonable opportunity to obtain Customer data before final deletion; however, a refund request must not be treated as a backup or archival-storage request.
After the hosting account is terminated, data recovery is not guaranteed. NairaHost's general backup and terminated-account provisions in the Terms and Conditions continue to apply.
19
Goodwill, exceptional and discretionary refunds
NairaHost may occasionally provide a refund, partial refund, account credit, billing adjustment or other accommodation even where the Customer does not have a contractual entitlement to it. Such an accommodation is discretionary unless required by law.
A goodwill or exceptional refund does not constitute an admission that NairaHost breached a contract, caused a loss, supplied a defective Service, acted unlawfully or accepts liability. It also does not create a precedent requiring the same outcome for another Customer, another invoice or a future request.
20
Service failure, billing errors and mandatory rights
This Policy is not intended to permit NairaHost to retain payment where applicable law requires a refund or another remedy because a paid Service was not supplied, was materially misrepresented, or another mandatory consumer right applies.
Nothing in this Refund Policy excludes, restricts or waives a refund, remedy, warranty or consumer right that cannot lawfully be excluded under applicable Nigerian law.
If a service-specific written refund term directly conflicts with this general Policy, the more specific term governs that Service to the extent of the conflict, except that mandatory law always prevails.
