Refund Policy

Overview

This Refund Policy explains when payments to NameTowne may be refunded, credited or excluded from refund. It forms part of our Terms and Conditions.

We encourage customers to review product specifications, billing cycles, renewal prices and compatibility before ordering. Contact support before purchase if you are unsure whether a service meets your needs.

Money-back guarantees and promotions

A money-back guarantee exists only where a specific guarantee and time period are clearly displayed on the product page, order form or written offer at the time of purchase. If no guarantee is displayed, the service is not automatically refundable and any refund is at NameTowne’s reasonable discretion or as required by law.

Unless an offer expressly says otherwise, a guarantee applies only to a new customer’s first qualifying purchase of that service category, starts on the original activation date and cannot be extended by cancellation, reordering, upgrade, downgrade or account change.

Potentially eligible refunds

Subject to the applicable guarantee, exclusions below and account review, the following may qualify:

• The base recurring fee for an eligible new shared, business or offshore hosting plan when requested within the guarantee period expressly shown at purchase.
• A duplicate payment confirmed by our billing records.
• An amount charged after a valid cancellation was completed and confirmed before the renewal date.
• An order rejected by NameTowne before service activation.
• A service we are permanently unable to provision, where no reasonable equivalent is accepted.
• Any refund required by mandatory consumer law that applies to the transaction.

Promotional bonuses, account credits, coupons, free products and the value of included domains or licences are not redeemable for cash and may be deducted from a refund where already issued or consumed.

Non-refundable products and charges

Except where law requires otherwise or a written offer expressly states differently, the following are non-refundable once ordered, submitted, issued, activated or consumed:

• Domain registration, renewal, transfer, redemption, restoration, privacy/proxy and registry fees.
• VPS, cloud, dedicated or Windows server services and associated IP addresses.
• SSL certificates, VPN products, security products, software licences, control-panel licences and other third-party subscriptions.
• Setup, installation, migration, administration, custom work and professional-service fees.
• Payment gateway, bank, currency-conversion, cryptocurrency network and transaction fees.
• Taxes already remitted, unless refundable under applicable law.
• Backup restoration, data recovery, late, reactivation, overage and abuse-handling fees.
• Account credit, gift value, promotional credit and free or bundled services.
• Services purchased through a reseller where the reseller, rather than NameTowne, received your payment.

Renewal payments

Renewal fees are generally non-refundable because capacity, licences and third-party services may be committed immediately. You are responsible for cancelling before the renewal date and disabling automatic payment where applicable.

If you believe a renewal was charged after a valid, confirmed cancellation or resulted from a billing error, contact us promptly. We will review system records and refund confirmed errors. Courtesy reminders are not guaranteed, and failure to read a reminder does not by itself make a renewal refundable.

Cancellation is not a refund request

Submitting a cancellation stops future renewal according to the selected cancellation date; it does not automatically create a refund or reverse an existing invoice. A separate refund request must be submitted to the Billing department within the applicable guarantee period.

Removing files, changing nameservers, ceasing use, allowing a domain to expire or sending an informal message does not cancel a service. Use the cancellation function in the client area and retain the confirmation.

When a refund may be refused

A refund or guarantee may be refused where:

• The request is outside the stated guarantee or legal period.
• The account, service or related account violated our Terms, Acceptable Use rules or applicable law.
• The service was suspended or terminated for abuse, fraud, spam, malware, chargeback, false information, excessive resource use or non-payment.
• A previous refund or money-back guarantee has already been used by the same customer, organization, payment source or related account.
• Significant resources, bandwidth, licences, IP reputation or third-party costs have been consumed.
• The problem arises from customer code, content, configuration, unsupported third-party software, DNS outside our control or failure to follow reasonable support instructions.
• A chargeback, payment dispute or legal claim has already been filed for the same payment.

How to request a refund

1. Sign in to the NameTowne client area.
2. Open a Billing support ticket from the registered account.
3. Identify the service, invoice and transaction and clearly state the reason for the request.
4. Submit the official cancellation request if the service must end.
5. Provide requested verification or troubleshooting information.

Requests must be made by the account owner or an authorized contact. We may verify identity, payment ownership and account activity. Opening multiple tickets may delay review.

Refund method and timing

Approved refunds are normally returned to the original payment method. If that method cannot receive the refund, if the payment is too old, or where permitted by law, we may offer NameTowne account credit or another reasonable method.

We aim to review complete requests promptly. After approval, payment providers and banks may take additional business days to display funds. Cryptocurrency refunds, when approved, may be returned as account credit or based on the original transaction value rather than later exchange-rate changes. Network and gateway fees are not refundable.

Partial refunds, credits and deductions

Unused time does not automatically create a prorated refund. Where we approve a partial refund or credit, we may deduct non-refundable items, consumed third-party costs, promotional value, included domain cost, usage charges, outstanding invoices or other amounts due on the account.

Service credits issued under a written service-level agreement are account credits, not cash refunds, and are governed by that agreement.

Chargebacks and payment disputes

Please contact Billing before initiating a chargeback. An unexplained dispute may cause immediate suspension to protect the account and infrastructure. We may provide transaction, login, service-usage, acceptance and communication records to the payment provider. A chargeback does not cancel a service or remove valid outstanding balances.

Policy changes and legal rights

We may update this policy for future purchases by posting a revised effective date. The policy and offer displayed when you purchased the service will generally govern that transaction. Nothing in this policy limits a non-waivable refund or cancellation right provided by applicable law.