This policy explains when an Excelax purchase may be cancelled or refunded. It does not limit any mandatory right available under applicable Nigerian law.
1. Thirty-day shared-hosting refund
A first-time customer may request cancellation and a refund for an eligible new shared-hosting plan within 30 calendar days after its initial activation. The request must be submitted through the authenticated client-area ticket system before the deadline.
2. One refund per customer
The 30-day offer applies once per customer, household, organisation, or related account. It does not reset when another plan is purchased, an account is recreated, or ownership is transferred.
3. Excluded charges
The following are non-refundable except where required by law or where the service was not supplied because of our error:
- domain registration, transfer, renewal, redemption, and premium-domain charges;
- service renewals and completed billing periods;
- setup, migration, restoration, administration, or other completed work;
- third-party licences, certificates, software, or services;
- transaction, currency-conversion, or payment-provider charges not returned to us;
- services suspended or terminated for fraud, abuse, chargeback, or policy violation; and
- custom, reseller, VPS, dedicated, or other services not expressly identified as eligible shared hosting.
4. Refund calculation and method
An approved refund is limited to the eligible hosting fee actually received, less excluded or non-recoverable charges disclosed above. Refunds are normally returned to the original payment method. Where that is not reasonably possible, we may use account credit or another lawful method agreed with the customer.
5. Processing time
We aim to review complete requests promptly. Bank and payment-provider processing times are outside our control after a refund is issued. We may request information reasonably necessary to verify the account, payment, and eligibility.
6. Cancellation
Cancellation stops future service renewal but does not automatically create a refund. Customers should download needed content and backups before the effective cancellation date. Data may be deleted after termination and may not be recoverable.
7. Chargebacks
Please contact us before initiating a chargeback so we can investigate. An unjustified chargeback may result in suspension and recovery of reasonable costs, without affecting the customer’s lawful rights.
8. Promotions and account credit
Promotional credits, referral rewards, and goodwill credits have no cash value and are not withdrawable unless expressly stated otherwise. If a refunded purchase generated a credit or reward, that benefit may be reversed.