Refund Questions (FAQs)
1. When are refunds processed?
We process all refunds on Mondays and Wednesdays only. Any refund requests submitted outside of these days will be queued and handled on the next available processing day.
2. How do I request a refund?
The only way to request a refund is through your Client Area. Log in to your account, go to Payments, then click on Refunds and submit your request with all required details. We do not accept refund requests via WhatsApp, email, or phone.
3. What is the difference between a full refund and a partial refund?
A full refund means you receive the entire amount you paid. This usually applies if the service has not been used, activated, or delivered. A partial refund means you receive only a portion of the amount paid. This applies when part of the service has already been used, provisioned, or when costs have already been incurred. Each request is reviewed individually.
4. How will I receive my refund?
Refunds are always returned using the same payment method used to make the payment. If you paid by card, the refund will be sent back to the same card. If you paid via EFT or another method, the refund will be processed accordingly. For security reasons, we do not send refunds to a different account.
5. How long does it take to receive my refund?
Once your refund is processed on a Monday or Wednesday, card refunds may take 3 to 7 business days to reflect depending on your bank. EFT refunds usually take 1 to 3 business days. Any delays beyond this are typically caused by your bank.
6. Can I cancel a refund after requesting it?
If your refund has not yet been processed, you may request a cancellation through support. Once the refund has been processed, it cannot be reversed.
7. Why was my refund request declined?
A refund request may be declined if the service has already been fully delivered or used, if the request falls outside our refund policy, if costs have already been incurred such as setup or third-party services, or if there is suspected abuse of the refund system.
8. Can I request a refund for a partially used service?
Yes, but only a partial refund may be approved depending on how much of the service has already been used and any costs already incurred.
9. Do you charge any refund fees?
In some cases, transaction or processing fees may be deducted from the refund amount, especially where third-party payment providers are involved. This will be clearly reflected in your refund outcome.
10. What happens after I submit a refund request?
Your request is reviewed by our Accounts Team. If approved, it will be scheduled for processing on the next Monday or Wednesday. You will be notified once the refund has been processed.
11. Can I request a refund if I paid by mistake?
Yes, you can submit a refund request through your Client Area. Approval will depend on whether the service has already been activated or any costs have already been incurred.
12. Who can I contact if I have questions about my refund?
For any refund-related questions, please log a support ticket through your Client Area. This ensures your query is tracked and handled correctly by the Accounts Team.
🤔
Was this answer helpful?
Let us know — it helps us improve our articles.
Still need help?
Our support team is ready — we'll sort it out for you.
Powered by WHMCompleteSolution
