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 outlines our commitment to customer satisfaction while protecting both parties' interests.

This 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. This policy should be read in conjunction with our Terms of Service and Acceptable Use Policy.

Important: Refund policies vary by service type. Please read this entire document carefully to understand what applies to your specific purchase. Time limits are strictly enforced from the date of service activation.

Money-Back Guarantee Overview

We're confident you'll love our Nigerian web hosting services. If you're not satisfied, we offer money-back guarantees on eligible services as outlined below.

Refund Policy by Service Type:

Standard Hosting Services

7-Day Money-Back Guarantee

NH cPanel Hosting (all plans)
WordPress Hosting (all plans)
DirectAdmin Hosting (all plans)
Reseller Hosting (all plans)
Managed Hosting (all plans)
VPS Hosting (all plans)
Web Hosting (all plans)

Specialized Services

24-Hour Money-Back Guarantee

CyberPanel Hosting (all plans)
Premium VPN Services (all plans)

These services have a shorter refund window due to instant provisioning and resource allocation costs.

Standard Hosting Services: 7-Day Money-Back Guarantee

Eligible Services:

The following hosting services qualify for our standard 7-day (one week) money-back guarantee from the date of initial purchase and service activation:

NH cPanel Hosting - All shared hosting plans with cPanel control panel
WordPress Hosting - Optimized WordPress hosting plans
DirectAdmin Hosting - Shared hosting with DirectAdmin control panel
Web Hosting - Standard SSD web hosting packages

Reseller Hosting - White-label hosting reseller packages
Managed Hosting - Fully managed hosting solutions
VPS Hosting - Virtual Private Server plans
Site Builder Plans - Website builder packages

How the 7-Day Guarantee Works:

You have 7 full days (168 hours) from your service activation date to request a refund
This applies only to first-time purchases of each service type
You must open a support ticket or email our billing team to request a refund
Refunds are processed to your original payment method or as account credit
The guarantee period starts from service activation, not payment date

Important Terms and Conditions:

First-Time Customers Only: The 7-day money-back guarantee applies only to first-time customers for each specific service type. If you've previously purchased and received a refund for a cPanel hosting plan, subsequent cPanel hosting purchases are not eligible for refund.
Renewals Not Covered: Service renewals, upgrades, and downgrades are NOT eligible for refunds. The money-back guarantee applies only to initial service purchases.
Setup Fees Non-Refundable: Any setup fees, installation charges, or migration fees paid are non-refundable, even if you request a refund within the guarantee period.
Add-Ons Excluded: Additional services purchased separately such as SSL certificates, dedicated IP addresses, email services, backup services, and domain registrations are not covered by the hosting refund guarantee.
Domain Registrations: Domain registration fees are NEVER refundable as we incur immediate, non-recoverable costs from domain registries. This is an industry-standard policy worldwide.
Promotional Pricing: If you purchased at a promotional or discounted rate, your refund will be calculated based on the actual amount you paid, not the regular retail price.
Custom Configurations: Services that have been customized beyond standard configurations (custom server setups, special software installations, etc.) may be subject to deductions for time and resources spent on customization.
Abuse of Policy: We reserve the right to deny refund requests from customers who show patterns of abuse, such as repeatedly purchasing and canceling services, or those who violate our Terms of Service or Acceptable Use Policy.
Data Backup Requirement: Before requesting a refund, you MUST download and backup all your data, files, databases, and emails. We are not responsible for data retrieval after service cancellation.
Timing is Strict: Refund requests must be submitted within the 7-day window. Requests submitted even one hour after the deadline will not be honored. We track activation times precisely.

CyberPanel & VPN Services: 24-Hour Money-Back Guarantee

Important Notice: CyberPanel Hosting and Premium VPN Services have a LIMITED 24-hour refund window due to the instant provisioning nature of these services and the resources immediately allocated upon activation.

Services Covered:

CyberPanel Hosting

All CyberPanel hosting plans
LiteSpeed-powered hosting
Instant provisioning upon payment
24-hour refund window from activation

Premium VPN Services

All Premium VPN plans (Monthly, Quarterly, Annually)
USA-based VPN servers
4-hour average provisioning time
24-hour refund window from activation

Why Only 24 Hours?

Unlike traditional shared hosting, CyberPanel and VPN services involve:

Instant Resource Allocation: Dedicated server resources are immediately allocated to your account
License Costs: Third-party software licenses are activated instantly and cannot be returned
Infrastructure Setup: VPN accounts require server configuration and IP address assignment
Operational Costs: These services incur immediate operational costs that cannot be recovered

24-Hour Guarantee Terms:

Time Limit Strictly Enforced: You have exactly 24 hours (1,440 minutes) from service activation to request a refund. This is calculated from the moment your service becomes active, not from payment time.
First-Time Purchases Only: This guarantee applies only to first-time customers for each service type. If you've previously purchased CyberPanel hosting or VPN services, subsequent purchases are final.
Immediate Request Required: Due to the short refund window, you should test your service immediately upon activation. Do not wait until the last hours to evaluate the service.
Valid Reasons Required: While we honor refund requests within 24 hours, we may ask for your reason to help us improve our services. However, refusal to provide a reason will not disqualify your request if made within the time frame.
Service Must Be Active: The service must not have been suspended, terminated, or flagged for abuse at the time of refund request. Accounts suspended for policy violations are not eligible for refunds.
VPN Provisioning Time: For VPN services, the 24-hour refund window begins from account activation, not from the time you receive your VPN credentials (which typically takes 4 hours). Plan accordingly.
No Multi-Period Refunds: If you purchase multi-month or annual VPN/CyberPanel plans, the entire amount paid is subject to the same 24-hour refund window. We do not offer pro-rated refunds for longer-term purchases.
No Extensions: Unlike our 7-day guarantee services, we do not grant extensions or exceptions to the 24-hour window for any reason, including technical issues, payment delays, or customer unavailability.

Critical Reminder: Once 24 hours have passed from activation, all sales are final for CyberPanel Hosting and Premium VPN Services. Please test these services thoroughly and immediately upon receiving your login credentials.

How to Request a Refund

Follow these steps to request a refund for eligible services within the applicable guarantee period:

1

Check Eligibility

Verify your service and purchase date qualify for a refund under this policy

2

Backup Your Data

Download all files, databases, emails, and data from your account

3

Submit Request

Open a support ticket or email our billing department with your refund request

4

Await Processing

We'll verify eligibility and process your refund within 7-10 business days

Required Information for Refund Request:

When submitting a refund request, please include the following information to expedite processing:

Your full name and account email address
Service name and order number/invoice number
Date of purchase and service activation
Reason for refund request (optional but helpful for us)
Preferred refund method (original payment method or account credit)
Confirmation that you have backed up all your data

Contact Methods:

Support Ticket (Fastest)

Login to your client area and open a billing support ticket

Open Billing Ticket

Email

Send refund requests to our billing department

sales@nairahost.com.ng

Business Hours: Refund requests are processed during Nigerian business hours (Monday-Friday, 9AM-5PM WAT). Requests submitted on weekends or holidays will be processed on the next business day. However, the guarantee period countdown does not pause for weekends or holidays.

Non-Refundable Services and Fees

The following services, products, and fees are NOT eligible for refunds under any circumstances:

Domain Services

Domain registrations (.com, .net, .org, .ng, .com.ng, and all TLDs)
Domain transfers from other registrars to Nairahost
Domain renewals for existing domains
Domain privacy protection services
Premium domain purchases and auctions
Domain backorders and catch services

Why? When you register or transfer a domain, we immediately pay non-refundable fees to domain registries (ICANN, Verisign, NIRA, etc.). These costs cannot be recovered, making domain fees non-refundable industry-wide.

Security & Add-On Services

SSL certificates (all types - DV, OV, EV, Wildcard)
Dedicated IP addresses
SiteLock security and malware scanning
CodeGuard backup services
Email services and Microsoft 365
SpamExperts filtering services

Why? These services involve immediate activation and third-party costs. SSL certificates, for example, are issued instantly and cannot be returned to certificate authorities.

Development & Design Services

Custom web development (Basic ₦80,000, Standard ₦150,000, Premium ₦400,000)
Web design services (all packages)
Custom programming work and scripting
Logo design and branding services
SEO services and digital marketing
Content writing and copywriting services

Why? Once development work begins, we invest significant time, expertise, and resources. The nature of custom work means it cannot be "returned" or resold. All sales are final once project work commences.

Infrastructure & Specialized Services

Dedicated servers (all configurations)
Colocation services
Software licenses (cPanel, Plesk, WHMCS, etc.)
Migration services and data transfer
Setup fees and installation charges
Professional services and consulting hours

Why? These services involve immediate resource allocation, hardware procurement, or one-time professional services that cannot be reversed once delivered.

Important Reminders:

Domain registrations are NEVER refundable, even if purchased as part of a hosting package that qualifies for refund
If you purchase a hosting package with a free domain, canceling the hosting makes the domain non-free; you'll be charged for the domain if you wish to keep it
Custom development projects are discussed and agreed upon before work begins; ensure you understand the scope before proceeding
For questions about whether a specific service is refundable, contact our sales team BEFORE purchasing

Service Renewals and Upgrades

Renewal Policy:

Service renewals are NOT covered by our money-back guarantee. This includes:

Hosting package renewals (monthly, quarterly, annual, biennial)
VPN service renewals
Domain renewals
SSL certificate renewals
Any other recurring service renewals

Why aren't renewals refundable? Our money-back guarantee is designed to give new customers confidence when trying our services. By the time you renew, you've already experienced our service quality and made an informed decision to continue.

Upgrades and Downgrades:

Upgrades:

Service upgrades (e.g., moving from Basic to Premium hosting) are not refundable
You'll receive pro-rated credit for any unused time on your previous plan when upgrading
The upgraded service does not restart the money-back guarantee period

Downgrades:

Service downgrades are processed at the end of your current billing cycle
No refunds or credits are issued for downgrading to a lower-priced plan
Downgraded services are subject to the new plan's limitations immediately upon next renewal

Service Cancellation Policy

Understanding the difference between cancellation and refund is important:

How to Cancel Services:

You can cancel any service at any time through your client area by following these steps:

Login to your Nairahost client area
Navigate to "My Services" or "My Products"
Select the service you wish to cancel
Click "Request Cancellation"
Choose cancellation type: "Immediate" or "End of Billing Period"
Provide cancellation reason (optional but appreciated)
Submit cancellation request

Important Cancellation Terms:

Cancellation ≠ Automatic Refund: Canceling a service does NOT automatically trigger a refund. If you want a refund, you must specifically request one within the applicable guarantee period AND follow the refund request process.
Service Access Until End of Period: If you choose "End of Billing Period" cancellation, your service remains active until the expiration date you've already paid for. No refunds are issued for this unused time.
Immediate Cancellation: If you choose "Immediate" cancellation, your service is terminated right away. No refunds are issued unless you separately request a refund within the guarantee period.
Data Retention: We retain your data for 7 days after cancellation for End of Period cancellations. For Immediate cancellations, data is deleted immediately. Always backup your data before canceling.
Reactivation: Cancelled services can be reactivated within 7 days for End of Period cancellations by contacting support. Reactivation may incur fees. After 7 days, all data is permanently deleted.
Auto-Renewal: Cancellation stops future auto-renewals and billing. However, if payment has already been processed for the next billing cycle, standard refund policies apply.

Pro-Rated Refunds and Partial Billing Periods

Our Policy on Pro-Rated Refunds:

We do NOT offer pro-rated refunds for:

Mid-cycle cancellations: If you cancel in the middle of a billing period, no refund is issued for unused days/months
Unused portions of billing periods: Whether you use 1 day or 29 days of a monthly plan, the full month is billable
Service downgrades: Switching to a cheaper plan mid-cycle does not refund the price difference
Seasonal or promotional pricing: Discounted rates are non-refundable, even partially
Multi-year plans: If you purchase 3 years and want to cancel after 1 year, the remaining 2 years are not refunded

Exceptions (SLA Credits):

Service Outage Compensation:

In cases of extended service outages that violate our Service Level Agreement (SLA), we may issue pro-rated account credits at our discretion. This is NOT a refund but a credit toward future services. SLA credits must be claimed within 7 days of the outage and are capped at one month's service fee per incident.

Refund Processing Times and Methods

Once your refund request is approved, processing times vary by payment method:

Payment Method	Processing Time	Refund Method	Additional Notes
Credit/Debit Card	5-10 business days	Original card	Timing depends on your bank's processing. May appear as pending for 2-3 days before posting.
Bank Transfer	7-14 business days	Bank transfer to your account	You must provide valid Nigerian bank account details. International transfers may take longer.
Paystack	3-7 business days	Original payment source	Refunded to the card/bank account used for original payment via Paystack.
Flutterwave	3-7 business days	Original payment source	Refunded through Flutterwave to your original payment method.
PayPal	3-5 business days	PayPal account	Refunded to your PayPal balance. Currency conversion fees may apply for non-NGN.
Account Credit	Immediate (Instant)	Client area wallet	Fastest option! Credit appears in your account immediately and can be used for any Nairahost services.

Refund Method Limitations:

Original Payment Method Required: Refunds are typically issued to the original payment method. We cannot refund to a different card, account, or person for security reasons.
Expired Cards: If your original card has expired, contact your bank to update your card details or request account credit instead.
Closed Accounts: If the original bank account or payment account is closed, you must provide alternative account details and verify ownership.
Third-Party Payments: If someone else paid for your service, the refund goes to that person's payment method, not yours.
Currency Conversion: If you paid in a currency different from NGN, refunds are processed in the original currency. Exchange rate fluctuations may result in receiving a slightly different amount than paid.
Payment Gateway Fees: Some payment gateways charge non-refundable transaction fees (typically 1.5-3%). These fees are deducted from your refund amount as they were paid to third parties.

Recommended: Account credit refunds are instant and can be used immediately for any Nairahost services. If you think you might use another Nairahost service in the future, choosing account credit is the fastest option.

Chargebacks, Payment Disputes, and Legal Consequences

CRITICAL WARNING:

DO NOT initiate a chargeback through your bank or payment provider without contacting us first. Chargebacks have serious consequences for both parties and should only be used as a last resort for fraudulent transactions.

Why Chargebacks Are Problematic:

Immediate Account Suspension: All services are automatically suspended the moment a chargeback is initiated
Data Loss: Suspended accounts are subject to immediate data deletion without recovery options
Chargeback Fees: Banks and payment processors charge us ₦5,000-₦15,000 per chargeback in fees, which we will invoice you for
Permanent Ban: Accounts that initiate chargebacks are permanently banned from Nairahost services
Fraud Reporting: We report all chargebacks to fraud prevention databases, which may affect your ability to purchase from other hosting companies
Legal Action: Fraudulent chargebacks are illegal under Nigerian law and may result in legal proceedings

Proper Dispute Resolution Process:

Contact Us First: Email sales@nairahost.com.ng or open a billing support ticket explaining your concern
Allow 24-48 Hours: Give our billing team 1-2 business days to investigate and respond to your inquiry
Provide Documentation: Share any relevant receipts, emails, or screenshots that support your claim
Work Toward Resolution: We will work with you in good faith to resolve billing disputes, refund eligible charges, or find alternative solutions
Escalation if Needed: If our billing team cannot resolve your issue, request escalation to management

When Chargebacks Are Appropriate:

Chargebacks should ONLY be used for:

Fraudulent charges: You did not authorize the payment and don't have a Nairahost account
Identity theft: Someone used your card without your permission
Unresponsive merchant: We have not responded to your dispute inquiries after 30 days (we always respond within 48 hours)

Nigerian Law: Under the Cybercrimes Act 2015 and Nigerian banking regulations, initiating a fraudulent chargeback (claiming fraud when you actually made the purchase) is a criminal offense punishable by fines and imprisonment. We prosecute all clear cases of chargeback fraud.

Refund Abuse and Policy Violations

We reserve the right to deny refund requests or ban customers who abuse our refund policy. Examples of abuse include:

Pattern Abuse:

Repeatedly purchasing and requesting refunds for the same service type
Purchasing, migrating data, then immediately requesting refunds
Using our services as a "free trial" by exploiting the guarantee
Creating multiple accounts to claim multiple refunds

Policy Violations:

Accounts suspended or terminated for Terms of Service violations
Accounts flagged for spam, malware, or illegal content
Excessive resource usage that violates hosting limits
Fraudulent signup information or payment details

Consequences of Refund Abuse:

Refund Denial: Future refund requests will be automatically denied
Account Termination: All active services may be immediately terminated without refund
Permanent Ban: You will be prohibited from creating new accounts or purchasing future services
Debt Collection: Outstanding balances will be sent to collections
Legal Action: We may pursue legal remedies for fraudulent refund claims

Promotional, Discounted, and Free Trial Services

Promotional Pricing:

Services purchased during promotional periods (sales, discounts, coupon codes) are subject to standard refund policies with these conditions:

Refund Amount: Refunds are calculated based on the actual amount you paid after discounts, not the regular retail price
Coupon Codes: Promotional discount codes are non-refundable and non-transferable
Bundle Deals: If you purchase a bundle (e.g., hosting + domain + SSL), only eligible items qualify for refund. Domain and SSL remain non-refundable even in bundles
Free Items in Bundles: If your hosting package included a "free" domain, canceling the hosting makes the domain non-free. You'll be charged the domain's standard price if you keep it, or it will be released

Free Trials and ₦0 Promotions:

Occasionally, we offer free trials or ₦0 first-month promotions. These are not subject to refund policies (as no payment was made), but cancellation policies apply. You must cancel before the trial ends to avoid being charged for the next billing cycle.

Force Majeure and Service Disruptions

Nairahost shall not be held liable for service disruptions, and refunds will not be issued for outages caused by events beyond our reasonable control, including but not limited to:

Natural Disasters:

Floods, earthquakes, fires
Severe weather conditions
Acts of God

Infrastructure Failures:

Power grid failures in Nigeria
Telecommunications network outages
Upstream provider failures

Political & Social Events:

Wars, terrorism, civil unrest
Government actions or regulations
Labor strikes

Cyber Attacks:

DDoS attacks on our infrastructure
Hacking attempts requiring defensive measures
Widespread internet outages

In cases of extended force majeure events, we may offer service credits at our discretion, but are not obligated to provide refunds or compensation.

Nigerian Consumer Protection and Applicable Law

Compliance with Nigerian Law:

This refund policy is designed to comply with Nigerian consumer protection laws, including:

Consumer Protection Council Act (CPC): Federal regulations protecting consumer rights in Nigeria
Cybercrimes Act 2015: Governing online transactions and digital services
Central Bank of Nigeria (CBN) Regulations: Payment processing and refund standards
Electronic Transactions Act: Governing digital contracts and e-commerce

Your Statutory Rights:

Your statutory rights as a Nigerian consumer are not affected by this refund policy. You retain all rights granted under Nigerian law, including:

Right to receive services that match the description provided
Right to services of satisfactory quality
Right to services fit for purpose
Right to fair terms and transparency in contracts

Dispute Resolution:

If you have a dispute regarding a refund that cannot be resolved through our customer support channels, you have the following options:

Consumer Protection Council (CPC): File a complaint with the Federal CPC of Nigeria
Alternative Dispute Resolution (ADR): We agree to participate in good-faith mediation before litigation
Nigerian Courts: Disputes shall be governed by Nigerian law and subject to the jurisdiction of Nigerian courts in Lagos State

Changes to This Refund Policy

Nairahost reserves the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services after policy changes constitutes acceptance of the updated policy.

Important Notes About Policy Changes:

Existing Services: Changes to this policy do NOT retroactively affect services purchased before the policy update. Your purchase is governed by the policy in effect at the time of purchase.
Notification: Material changes to refund terms will be announced via email and on our client area dashboard
Your Responsibility: It is your responsibility to review this policy periodically. We recommend checking this page before making new purchases
Version History: Previous versions of this policy are archived and available upon request for reference

Last Updated: November 13, 2025

Exceptions and Special Circumstances

While we maintain strict refund policies to ensure fairness and prevent abuse, we understand that exceptional circumstances may arise. We reserve the right to grant exceptions on a case-by-case basis at our sole discretion.

Circumstances That May Warrant Exceptions:

Medical Emergencies: Documented medical emergencies affecting the account holder
Death of Account Holder: With proper documentation from next of kin
Technical Errors: Billing errors or system glitches caused by Nairahost
Service Misrepresentation: If we failed to deliver services as described (with evidence)
Extended Outages: Service outages exceeding 72 consecutive hours (SLA credit instead of refund)

Important: Exceptions are granted at Nairahost's sole discretion and do not set precedent for future claims. Each case is evaluated individually. Request exceptions by contacting our management team at sales@nairahost.com.ng with detailed documentation.

Refund Policy - Money-Back Guarantee | Nairahost

Refund Policy