At Digihostin, we are committed to ensuring the satisfaction of our customers with the services we provide. However, we understand that there may be instances where you may not be completely satisfied with our offerings. In such cases, we offer a transparent and straightforward refund policy to address your concerns. Please read through the following detailed terms and conditions that govern our refund process.

1. Refund Eligibility

30-Day Money-Back Guarantee:

• All hosting services provided by Hostnin are covered by our 30-day money-back guarantee. This means you can request a full refund within 30 days from the date of your initial purchase, no questions asked.
• The 30-day period begins from the date your service was first activated.
• Refunds under this guarantee will be processed if the service has not been used in violation of our Terms of Service or Acceptable Use Policy.

Exclusions:

• Domain Name Services: Domain registrations, renewals, and transfers are non-refundable due to the nature of these services. Once a domain name is registered or renewed, it cannot be canceled or refunded.
• Add-on Services: Certain add-on services, such as SSL certificates, privacy protection, and third-party software, may not be eligible for refunds once activated.
• Web Builder and SEO Services: Refunds are not available for web builder services, SEO services, or any other third-party services provided through Hostnin. These services often involve upfront costs and third-party licenses that are non-refundable.
• Custom Services: Any custom or bespoke services provided by Hostnin, including but not limited to custom server configurations or special promotions, are non-refundable unless specified otherwise.
• Service Issues: If Hostnin does not have issues such as slow speed, control panel issues, or any problem arising from the server or support system, refunds may be provided as a credit balance in the Hostnin account, which can be used for future purchases.
• Customer Behavior: If a customer uses aggressive behavior, slang words, or uses the hosting in any scenario that isn’t supported by government laws, Hostnin has full right to reject the refund request and even ban the customer from the network.
• No Refund for VPS, Dedicated, or Reseller Hosting Services:
  Hostnin does not offer refunds for VPS (Virtual Private Server) or Dedicated Server purchases under any circumstances. These services are excluded from our money-back guarantee. Additionally, Reseller Hosting services are also non-refundable.

2. Refund Process and Timelines

We aim to process all refund requests as quickly as possible. The timeline for processing refunds varies depending on the payment method used:

bKash Payments:

• Refunds for payments made via bKash will be processed within a maximum of 24 hours.
• Once processed, the refund will be credited directly to the bKash account used for the original transaction.
• If you do not receive the refund within 24 hours, please contact our support team for assistance.

Bank Transfers and Other Payment Methods:

• Refunds for payments made via bank transfer, mobile banking, or other alternative payment methods will be processed within 3 to 7 business days.
• The actual time for the refund to appear in your account may vary depending on your bank’s processing times and procedures.
• Hostnin is not responsible for any delays caused by the banking system or other external factors.

Credit/Debit Card Payments:

• For payments made using credit or debit cards, refunds will typically take up to 7 working days to be processed.
• This timeline accounts for the payment gateway and the issuing bank’s processing time.
• If your refund is delayed beyond this period, please get in touch with us, and we will work with the payment gateway to resolve the issue promptly.

SSLCommerz and Other Payment Partners:

• Refunds for transactions processed via SSLCommerz and other payment partners will typically take 3 to 7 working days.
• The processing time for these refunds is reliant on the respective payment partner’s procedures and timelines.
• Hostnin will initiate the refund process promptly, but the exact time for the refund to be completed may vary depending on the payment partner.

3. Requesting a Refund

How to Submit a Refund Request:

To request a refund, you must submit a request through our support channels. You can do this by:

• Logging into your Hostnin account and opening a support ticket through the customer dashboard.
• Selecting the Refund Department to initiate your refund request.
• Including your service order number, the reason for the refund request, and any relevant transaction details to expedite the process.

Refund Approval:

• Once your refund request is submitted, our support team will review your request to ensure it meets the eligibility criteria.
• If approved, you will receive a confirmation email with details about the refund process and timeline.
• If your refund request is not approved, we will provide a clear explanation of the reason.

Refund Method:

• Refunds will only be issued to the original payment method used during the purchase.
• In some cases, Hostnin can refund the amount as a credit balance, which can be used to purchase new services or renew the current one.
• Hostnin will not issue refunds to alternative accounts or payment methods to prevent fraudulent activities.

4. Special Cases and Considerations

Service Upgrades and Downgrades:

• If you have upgraded or downgraded your hosting plan within the 30-day refund period, the refund will be calculated based on the original plan’s cost, minus any usage fees or overage charges incurred during the service period.

Promotional Offers:

• If your original purchase was made using a promotional offer, the refund will be adjusted based on the terms of the promotion. Free domains or other promotional items may be deducted from the refund amount.

Partial Refunds:

• In some cases, a partial refund may be granted if only part of the service was used or if a refund is requested after the 30-day period, depending on the circumstances.

Chargebacks:

• If a chargeback is initiated by the customer before contacting Hostnin for a refund, Hostnin reserves the right to deny the refund and may terminate the customer’s account. We encourage customers to contact our support team directly before initiating any chargebacks.

Contact Us

If you have any questions or need further clarification regarding our refund policy, please feel free to contact us. Our support team is available 24/7 to assist you with any concerns you may have.