Refund Policy - Money-Back Guarantee | Nairahost

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Refund Policy

Comprehensive money-back guarantee and refund terms for Nairahost web hosting, domain registration, and related services in Nigeria. We believe in transparency and customer satisfaction.

Last Updated: December 15, 2025

Effective for all purchases after this date

Refund Policy at a Glance

Quick overview of our money-back guarantee periods

7 Days

Standard Hosting

Full refund within 7 days of activation

  • NH cPanel Hosting
  • WordPress Hosting
  • DirectAdmin Hosting
  • Web Hosting (SSD)
  • Reseller Hosting
  • Managed Hosting
  • VPS Hosting

24 Hours

Specialized Services

Limited window due to instant provisioning

  • CyberPanel Hosting
  • Premium VPN Services
  • Instant deployment products

No Refund

Non-Refundable Items

Cannot be refunded under any circumstances

  • Domain Registrations
  • Domain Transfers
  • SSL Certificates
  • Custom Development
  • Service Renewals
  • Dedicated Servers

Our Commitment to Customer Satisfaction

At Nairahost, we stand behind the quality of our services. We understand that choosing a web hosting provider in Nigeria is an important decision for your business or personal website.

This Refund Policy ("Policy") applies to all services purchased from Nairahost ("we," "us," or "our") through nairahost.com.ng. By purchasing our services, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy in its entirety.

We've designed our refund policy to be fair and transparent while protecting both our customers and our business. We encourage you to fully test our services within the applicable guarantee period to ensure they meet your needs.

Important: Refund policies vary by service type. Please read this entire document carefully before purchasing. Time limits are strictly enforced from the date of service activation, not the date of payment.
Quick Questions?

Not sure about your refund eligibility?

  • Check your service activation date
  • Verify your service type
  • Review the terms below
Ask Billing Team

7-Day Money-Back Guarantee

Standard hosting services with full 7-day refund eligibility

Eligible Services

NH cPanel Hosting All shared hosting plans
WordPress Hosting Optimized WP plans
DirectAdmin Hosting All DA plans
Web Hosting Standard SSD packages
Reseller Hosting White-label packages
Managed Hosting Fully managed solutions
VPS Hosting Virtual Private Servers

Terms & Conditions

  • Time Period: Exactly 7 days (168 hours) from service activation
  • Eligibility: First-time purchases only for each service type
  • Request Method: Support ticket or email to billing
  • Data Backup: You must backup all data before requesting
  • Account Status: Account must be in good standing (not suspended)
  • Payment Method: Original payment method determines refund method
  • Processing Time: 3-14 business days depending on method
  • Exclusions: Setup fees, add-ons, and domains are NOT refundable
Pro Tip: Test Thoroughly

We encourage you to fully test our hosting services within the 7-day period. Upload your website, test email functionality, check loading speeds, and ensure everything meets your expectations before the guarantee period ends.

Risk-Free Trial

24-Hour Money-Back Guarantee

Limited refund window for instantly provisioned services

CyberPanel Hosting

All CyberPanel hosting plans with LiteSpeed

CyberPanel hosting services are provisioned instantly with dedicated resources allocated immediately upon purchase. Due to the nature of instant deployment and third-party licensing costs, these services have a limited 24-hour refund window.

What's Included:
  • All CyberPanel shared hosting plans
  • LiteSpeed Enterprise licenses
  • OpenLiteSpeed configurations
  • CyberPanel Pro features

Premium VPN Services

USA-based VPN server access

Premium VPN services require server provisioning and account creation on external systems. Once your VPN account is activated, bandwidth and resources are immediately allocated, making extended refund periods impractical.

What's Included:
  • All Premium VPN subscription plans
  • USA server access
  • Multi-device connections
  • Streaming optimization
Why Only 24 Hours?

These services involve immediate resource allocation, third-party licensing costs, and infrastructure provisioning that cannot be recovered once activated. The 24-hour window allows you to verify the service works for your needs while limiting our exposure to non-recoverable costs. We recommend carefully reviewing service specifications before purchase.

Non-Refundable Services & Products

The following are NOT eligible for refunds under any circumstances

Domain Services

Registry fees are non-recoverable

  • New domain registrations
  • Domain transfers
  • Domain renewals
  • Privacy protection
  • Premium domains
  • .ng domain registrations
Security Products

Certificates issued immediately

  • SSL certificates (all types)
  • Dedicated IP addresses
  • SiteLock security
  • CodeGuard backups
  • Imunify360 add-ons
  • SpamExperts
Development Services

Custom work cannot be undone

  • Custom web development
  • Website design services
  • Custom programming
  • Logo design
  • SEO services
  • Content creation
Infrastructure & Fees

Operational costs non-refundable

  • Dedicated servers
  • Software licenses
  • Migration services
  • Setup fees
  • Administrative fees
  • Service renewals
Why Are Domains Non-Refundable?

When you register a domain, we immediately pay non-refundable fees to domain registries such as ICANN, Verisign (for .com), and NIRA (for .ng). These registry fees cannot be recovered under any circumstances.

Industry Standard: This policy is standard across all domain registrars worldwide, not unique to Nairahost.

Free Domains with Hosting

If your hosting package included a "free" domain and you request a hosting refund, the domain becomes non-free. You'll be charged the domain's standard price if you wish to keep it, or the domain will be released.

Example: Hosting refund of ₦15,000 minus domain cost of ₦7,500 = ₦7,500 actual refund.

How to Request a Refund

Follow these steps to submit your refund request

1
Verify Eligibility

Check your service type, purchase date, and activation date against this policy. Ensure you're within the refund window and haven't previously received a refund for the same service type.

2
Backup All Data

Before submitting your request, download and backup ALL files, databases, and emails from your hosting account. Once a refund is processed, your account and all data will be permanently deleted without recovery options.

3
Submit Refund Request

Open a support ticket in the Billing department or send an email to our billing team. Include your account details, service name, reason for refund, and confirmation that you've backed up your data.

Open Billing Ticket
Email Billing
4
Verification & Processing

Our billing team will verify your request within 1-2 business days. Once approved, the refund will be initiated to your original payment method. You'll receive email confirmation at each step.

5
Receive Refund

Refund processing times vary by payment method (see table below). Account credit refunds are instant. Bank transfers may take up to 14 business days depending on your bank.

Refund Processing Times

Processing times vary by payment method used

Payment Method Processing Time Refund Destination Notes
Account Credit Instant Client Area Wallet Recommended - Use for future purchases
Paystack 3-7 business days Original payment source Debit card or bank account
Flutterwave 3-7 business days Original payment source All supported payment methods
Credit/Debit Card 5-10 business days Original card Subject to bank processing time
Bank Transfer 7-14 business days Bank account provided Nigerian banks only
Cryptocurrency 5-10 business days Wallet address provided Subject to market conditions
Recommended: Account credit refunds are instant and can be used immediately for any Nairahost services. Great if you plan to use our services in the future!
Please Note: Processing times start after refund approval, not from the date of your request. Allow additional time for verification.

Critical Warning: Chargebacks & Payment Disputes

DO NOT initiate a chargeback or payment dispute with your bank or payment provider without contacting us first. Chargebacks are treated as potential fraud and have severe consequences:

Immediate Consequences:
  • Immediate account suspension - All services terminated
  • Permanent data loss - Accounts deleted without recovery
  • Chargeback fees - ₦5,000-₦15,000 added to your balance
  • Service blacklist - Permanent ban from all Nairahost services
Additional Actions:
  • Fraud reporting - Reported to fraud prevention databases
  • Collection agency - Outstanding balances sent to collections
  • Legal action - For fraudulent or abusive chargebacks
  • Credit impact - May affect your credit history

Before considering a chargeback, contact us directly. We WILL work with you to resolve any legitimate issue.

Contact Billing: sales@nairahost.com.ng

Important Terms & Conditions

Key policies and conditions that apply to all refund requests

First-Time Customers Only

Money-back guarantees apply only to first-time customers for each service type. If you've previously purchased and received a refund for a specific service, subsequent purchases of that service type are not eligible for refunds.

Renewals Not Covered

Service renewals, upgrades, downgrades, and add-on purchases are NOT eligible for refunds under any circumstances. The money-back guarantee applies only to initial new service purchases, not subsequent transactions.

Data Backup Required

Before requesting a refund, you MUST download and backup all files, databases, emails, and any other data. We are NOT responsible for data retrieval after cancellation. Your account will be permanently deleted.

Timing is Strictly Enforced

Refund requests must be submitted within the guarantee window. Requests submitted even one minute after the deadline will NOT be honored. Time starts from service activation, not payment date.

Setup Fees Non-Refundable

Any setup fees, installation charges, migration fees, or administrative fees are non-refundable, even if you request a refund within the guarantee period. Only the recurring service cost is refunded.

No Pro-Rated Refunds

We do not offer pro-rated refunds for mid-cycle cancellations. If you cancel mid-billing period (after the guarantee window), no refund is issued for unused days. Plan your cancellations accordingly.

TOS Violations Void Refunds

Accounts suspended or terminated for Terms of Service violations (spam, malware, illegal content, resource abuse) are NOT eligible for refunds. Policy violations automatically void all money-back guarantees.

Promotional Purchases

Services purchased with promotional discounts, coupons, or special offers may have modified or reduced refund eligibility. Check the promotion's terms and conditions for specific refund policies.

Nigerian Law Applies

This refund policy is governed by Nigerian law. Any disputes will be resolved in Nigerian courts. We comply with the Consumer Protection Council (CPC) regulations and Nigerian consumer protection laws.

Frequently Asked Questions

Common questions about our refund policy

If your hosting package included a "free" domain, canceling the hosting makes the domain non-free. You'll have two options: 1) Keep the domain and be charged its standard registration price (deducted from your refund), or 2) Release the domain (it returns to public availability). Domain registrations are never refundable, even when bundled with hosting. For example, if you paid ₦15,000 for hosting with a "free" .com domain worth ₦7,500, your maximum refund would be ₦7,500 if you keep the domain.
No. Accounts suspended or terminated for Terms of Service violations are NOT eligible for refunds under any circumstances. This includes suspensions for: spam or bulk email, malware or phishing, illegal content, copyright infringement, excessive resource usage, payment fraud, or any other TOS violation. Policy violations automatically void all refund guarantees. The only exception is if we suspended your account in error, in which case we'll restore your account and extend your service period.
After your refund request is approved (typically 1-2 business days), processing times vary: Account credit is instant and can be used immediately for future purchases. Paystack/Flutterwave refunds take 3-7 business days. Credit card refunds take 5-10 business days. Bank transfers take 7-14 business days depending on your bank. We recommend choosing account credit if you plan to use Nairahost services in the future, as it's the fastest option.
When you register a domain, we immediately pay non-refundable fees to domain registries such as ICANN (for .com, .net, .org), Verisign, NIRA (for .ng domains), and other registry operators. These fees are paid instantly and cannot be recovered under any circumstances. This is an industry-standard policy worldwide - no legitimate domain registrar offers domain refunds because the registry fees are non-recoverable. The domain becomes yours for the registration period regardless of whether you use it.
Unfortunately, our refund deadlines are strictly enforced and we cannot make exceptions. The guarantee periods (7 days or 24 hours) start from the exact time your service was activated, measured to the minute. If you're even one minute past the deadline, your refund request will be denied. We recommend requesting refunds well before the deadline if you're unsure about the service. You can check your exact activation time in your Client Area under Services > My Services.
No. Service upgrades, downgrades, and add-on purchases are NOT eligible for refunds. The money-back guarantee applies only to initial new service purchases. If you upgrade your hosting plan, the additional cost paid for the upgrade cannot be refunded. However, if you're unhappy with an upgrade, you can downgrade back to your original plan, and you'll retain credit for the difference that can be applied to future billing cycles (no cash refund).
Once a refund is processed and your account is cancelled, ALL data is permanently deleted within 24-48 hours. This includes: website files, databases, email accounts and messages, DNS records, SSL certificates, backups, and all account configurations. This deletion is IRREVERSIBLE - we cannot recover any data after this point. You MUST backup everything before requesting a refund. We are not responsible for any data loss after cancellation.
No, we do not offer pro-rated refunds. If you cancel your service after the money-back guarantee period has expired, you will not receive any refund for unused days in your billing cycle. For example, if you pay for 12 months of hosting and cancel after 6 months, no refund is issued for the remaining 6 months. We recommend timing your cancellation requests close to your renewal date to maximize value. You can cancel auto-renewal anytime to prevent future charges.
Within the money-back guarantee period (7 days for standard hosting, 24 hours for specialized services), yes - you can request a refund for any reason, including if the service simply didn't meet your expectations. You don't need to provide a specific technical reason. However, after the guarantee period expires, refunds are not available regardless of satisfaction level. We encourage you to thoroughly test the service within the guarantee period to ensure it meets your needs.
CyberPanel hosting involves instant provisioning with significant non-recoverable costs: 1) LiteSpeed Enterprise license fees are paid immediately upon activation, 2) Dedicated server resources are allocated instantly, 3) CyberPanel Pro features incur licensing costs. These costs cannot be recovered once your account is provisioned. The 24-hour window allows you to verify the service works for your needs while limiting our exposure to these non-recoverable costs. We recommend carefully reviewing CyberPanel features before purchase.
Yes, in most cases you can transfer your hosting service to another person instead of requesting a refund. Contact our support team to initiate an account transfer. Both parties must verify their identity, and the new owner must agree to our Terms of Service. Account transfers are free of charge. Note that domains may have separate transfer requirements and fees. This can be a good option if you no longer need the service but know someone who could use it.
If you purchased a service using a promotional coupon or discount code, you're still eligible for a refund within the guarantee period, but you'll only receive the actual amount paid. For example, if a ₦20,000 plan was purchased with a 50% off coupon for ₦10,000, your maximum refund would be ₦10,000. Some promotional offers may have specific terms that modify or void the refund guarantee - check the promotion's terms and conditions. One-time use coupons cannot be reused after a refund.
To check your service activation date: 1) Log in to your Client Area at nairahost.com.ng, 2) Go to "Services" > "My Services", 3) Click on the service you want to check, 4) Look for "Registration Date" or "Activation Date" in the service details. The refund guarantee period starts from this exact date and time. You can also find this information in your welcome email sent when the service was activated. Note: Activation date may differ from payment date if there was a delay in provisioning.
Service outages are handled separately from our refund policy through our SLA (Service Level Agreement). If we fail to meet our 99.9% uptime guarantee in a calendar month, you may be eligible for service credits (not cash refunds). To claim SLA credits, open a support ticket within 30 days of the incident with specific dates and times affected. Credits are applied to your account for future services. Outages caused by factors outside our control (DDoS attacks, customer errors, etc.) are not eligible for credits.
If your refund request is denied, you'll receive an explanation of the reason. Common reasons include: expired guarantee period, service type not eligible, renewal (not initial purchase), or TOS violation. If you believe your request was incorrectly denied, you can appeal by replying to the denial ticket with additional information supporting your case. Appeals are reviewed by a senior billing manager within 3 business days. However, please understand that policy-based denials (like expired deadlines) cannot be overturned even on appeal.

Policy Updates & Changes

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to this page with an updated "Last Updated" date. Your continued use of our services after any changes constitutes acceptance of the modified policy.

How We'll Notify You:
  • Updated date on this page
  • Email notification for significant changes
  • Announcement in Client Area
Your Rights:
  • Review policy before purchasing
  • Request clarification from billing
  • Previous terms apply to existing purchases

Questions About Our Refund Policy?

Our billing team is here to help you understand your refund eligibility and process any requests. Don't hesitate to reach out!

Open Billing Ticket Email Billing Team

Support Hours: Monday-Friday, 9:00 AM - 5:00 PM WAT
Email: sales@nairahost.com.ng

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