Refund Policy

This Refund Policy applies to services provided by Reonr Limited, trading as Reonr. Reonr Limited is based in Port Harcourt, Rivers, Nigeria.

Refund rules for hosting and domain businesses are affected by provisioning status, third-party provider rules, domain registry rules, registrar rules, payment gateway behavior, taxes, account usage, billing cycle, and whether the service has already been delivered or consumed.

This Policy should be read with the Terms of Service, product descriptions, invoice terms, cancellation rules, Acceptable Use Policy, and any service-specific written offer.

This Policy applies to Web Hosting, cPanel Hosting, WordPress Hosting, VPS Hosting, Dedicated Servers, Cloud Hosting, Reseller Hosting, Plesk and DirectAdmin control panel licenses, Domain Registration, Domain Transfer, DNS Management, Email services, SSL, Backups, Website migration, Support services, add-ons, account credit, invoices, and related services.

Where a third-party provider, registrar, registry, payment gateway, control panel vendor, certificate authority, data center, or license provider imposes a stricter refund rule, that rule may control the relevant portion of the order.

Payments are refundable only where this Policy, a product-specific written offer, applicable law, or a written decision by Reonr allows a refund.

Submitting a cancellation request, stopping use of a service, failing to configure a service, failing to point DNS, failing to complete domain verification, or allowing a service to expire does not automatically create a refund right.

Reonr may issue a refund, partial refund, account credit, service correction, billing adjustment, or no refund depending on the facts of the order.

Refund eligibility may depend on service type, order date, billing cycle, usage, provisioning status, cancellation date, renewal date, invoice status, promotion terms, abuse history, fraud review, support history, and third-party provider rules.

Reonr may refuse a refund where the service has been substantially delivered, consumed, used for production, used for abuse, suspended for violation, terminated for violation, or tied to non-refundable third-party costs.

A money-back guarantee applies only if it is clearly stated on the product page, order page, invoice note, or written offer for the specific service purchased.

Unless a specific written money-back period is offered for a service, no automatic money-back period applies. Any refund remains subject to this Policy and Reonr review.

Money-back offers, where available, normally apply only to first-time purchase of eligible hosting services and do not apply to domains, renewals, transfers, licenses, SSL certificates, dedicated resources, custom work, payment gateway fees, or consumed third-party services unless expressly stated.

Eligible shared, WordPress, reseller, or panel-based hosting services may be considered for refund if cancelled within an applicable written money-back period and if the account is not suspended for abuse, fraud, non-payment, chargeback, or policy violation.

Refunds may be reduced or denied where the service consumed unusual resources, required manual work, included non-refundable add-ons, caused abuse complaints, damaged IP reputation, or required emergency support.

Renewal payments for hosting are not automatically refundable. You are responsible for cancelling services before renewal if you do not want the service to continue.

VPS, dedicated server, cloud server, bare metal, private infrastructure, custom server, and reserved resource services may be non-refundable once provisioned, allocated, reserved, licensed, installed, or made available.

These services often involve upstream data center costs, IP allocation, license costs, setup time, capacity reservation, operating system installation, and manual provisioning. Those costs may not be recoverable by Reonr.

If Reonr cannot provision a paid server order because of stock, provider rejection, capacity constraints, or Reonr-side operational failure, Reonr may issue a refund, account credit, or alternative service option.

Domain registrations, renewals, transfers, restorations, redemption fees, premium domain fees, registry fees, registrar fees, and domain-related third-party charges are normally non-refundable once submitted to a registrar, registry, or domain provider.

Domain services are governed by registrar, registry, ICANN, NiRA, country-code registry, and other domain authority rules. Reonr cannot reverse many domain transactions after they are submitted or completed.

You are responsible for checking spelling, TLD, registration period, nameservers, registrant details, and renewal choices before payment. A typo, wrong extension, wrong term, changed business decision, or failure to use the domain does not normally qualify for a refund.

Domain availability is not guaranteed until the registrar or registry confirms the registration or transfer. A domain may become unavailable between search, cart addition, checkout, payment, registrar submission, registry processing, or manual review.

If a paid domain registration, transfer, or renewal cannot be completed because the domain is unavailable, rejected, reserved, premium-priced differently, blocked, restricted, already registered, unsupported, or refused by an upstream provider, Reonr will review the failed item and may issue account credit, a refund to the original payment method, or apply the eligible amount to another domain selected by the customer.

Where the failed domain item included tax that Reonr can lawfully reverse, Reonr may include the reversible tax amount in the credit or refund. If tax has already been remitted or cannot lawfully be reversed, Reonr may handle the tax according to applicable law and accounting requirements.

Payment gateway fees, currency conversion losses, bank charges, and non-reversible third-party fees may not be refundable unless Reonr decides otherwise or applicable law requires it.

Domain privacy, domain protection, DNS add-ons, email forwarding, premium DNS, domain recovery, and similar domain add-ons may be non-refundable once activated, submitted, provisioned, or charged by an upstream provider.

If the underlying domain registration fails and the add-on was not delivered or charged by the provider, Reonr may credit or refund the undelivered add-on portion together with the failed domain item.

SSL certificates, control panel licenses, software licenses, security add-ons, backup add-ons, email add-ons, dedicated IPs, and third-party add-ons may be non-refundable once issued, activated, allocated, submitted, or charged by the vendor.

Failure to complete domain validation, organization validation, DNS validation, email validation, or installation steps does not automatically make an SSL certificate refundable once the certificate authority or provider has processed the order.

Setup fees, custom configuration, manual provisioning, emergency support, incident response, malware cleanup, custom server work, consulting, design work, development work, and other labor-based services are generally non-refundable once work has started.

If work has not started, Reonr may review a refund request and may deduct administrative, gateway, or preparation costs where applicable.

Migration services depend on source server access, source condition, data size, malware status, platform compatibility, DNS readiness, mailbox compatibility, and customer cooperation.

Migration fees may be non-refundable once migration work begins, even if some items cannot be migrated because of source limitations, third-party restrictions, corrupted data, unsupported software, or missing access.

You are responsible for testing migrated websites, databases, email, DNS, and applications after migration and reporting issues promptly.

Backup, restore, recovery, and disaster recovery services may be non-refundable once work begins or once storage, provider, or manual support costs are incurred.

Reonr does not guarantee that every backup exists, is complete, is current, is restorable, or is compatible with every service state. Customers remain responsible for maintaining independent backups.

Renewal payments are not automatically refundable. You are responsible for cancelling services before renewal if you do not want them to continue.

Domain renewals, license renewals, SSL renewals, dedicated server renewals, third-party renewals, and renewal charges submitted to upstream providers may be non-refundable once processed.

Failure to receive or read a renewal reminder does not automatically create a refund right. You must keep account contact information current and monitor renewal dates.

Cancellation stops future renewals only when completed according to Reonr's cancellation process and before the applicable renewal deadline.

Cancellation does not automatically refund prior invoices, active service periods, renewals, registrations, transfers, licenses, setup work, migrations, add-ons, or usage already delivered.

Immediate cancellation may result in immediate data deletion, service termination, backup removal, and loss of access. You should download or migrate data before cancellation.

Upgrade and downgrade billing may be handled by prorated invoice, account credit, immediate charge, next-cycle adjustment, or manual billing correction depending on the service and billing system behavior.

Downgrades may not generate a cash refund. Reonr may issue account credit for unused eligible service value where technically and commercially appropriate.

Some services cannot be downgraded without migration, reprovisioning, data loss risk, manual work, or cancellation and reorder.

Reonr may issue account credit instead of a cash refund where the original payment method cannot be refunded, the refund is partial, currency conversion makes reversal impractical, the item is being corrected, the customer chooses credit, or Reonr determines credit is the appropriate remedy.

Account credit may be used for future eligible Reonr invoices. Account credit has no cash value unless Reonr expressly agrees in writing or applicable law requires otherwise.

Reonr may apply account credit to unpaid invoices, failed domain corrections, billing adjustments, service changes, or other account balances.

If you accidentally make a duplicate payment or overpayment, contact [email protected] with the invoice number, transaction reference, date, amount, and payment method.

Reonr may apply the overpayment as account credit, refund it to the original payment method, or use it to settle other unpaid invoices on the account, depending on the circumstances and payment gateway behavior.

Refunds may depend on payment gateway support, payment method, transaction status, settlement status, bank processing, customer bank details, fraud review, gateway limits, and currency support.

Where supported by the payment gateway used for the original transaction, refunds may be returned through the original payment rail where available and may require processing time by the gateway, bank, or card issuer. Some refunds may require additional customer bank details or manual review.

Payment gateway charges, bank charges, card issuer charges, foreign exchange charges, and processing fees may not be refundable unless Reonr decides otherwise or applicable law requires it.

Orders may be displayed, invoiced, converted, or paid in supported currencies depending on account settings and payment gateway capability. Exchange rates may change between invoice creation, payment, refund review, and refund processing.

Where a refund is approved, Reonr may refund the amount actually received, the invoice amount, the unused eligible value, or an account credit amount, depending on the transaction and applicable accounting rules.

Reonr is not responsible for exchange rate movement, card issuer conversion charges, bank conversion charges, or differences created by third-party currency handling.

Refunded tax treatment depends on applicable law, invoice status, accounting status, whether tax has been remitted, whether the underlying item is refundable, and whether Reonr can lawfully issue a credit note or tax adjustment.

Where a refundable item includes tax that can lawfully be reversed, Reonr may include the reversible tax amount in the refund or account credit. Where tax cannot be reversed, Reonr may handle the tax according to accounting and legal requirements.

Refunds for discounted, bundled, promotional, or coupon-based orders may be calculated based on the actual amount paid, not the standard list price.

If a bundle is partially refunded, Reonr may recalculate the remaining items at their normal price or remove bundle benefits where the promotion required the full bundle.

Promotional credits, free months, trial periods, bonus services, and coupon value may have no cash value and may be removed if the qualifying service is refunded or cancelled.

Refunds may be denied where an account or service is suspended or terminated for spam, phishing, malware, fraud, payment abuse, chargeback abuse, illegal content, resource abuse, copyright infringement, domain abuse, security attacks, false information, or violation of Reonr policies.

Reonr may deduct costs caused by abuse, including cleanup costs, provider fees, chargeback fees, emergency work, IP reputation damage handling, domain recovery fees, or manual support fees.

You should contact [email protected] before filing a chargeback or payment dispute so Reonr can review the issue and resolve it through billing support where possible.

A chargeback, payment reversal, unauthorized payment claim, or payment dispute may result in immediate suspension or termination of affected services, domain restrictions where allowed, refusal of future service, and assessment of chargeback or recovery fees.

If a chargeback is filed for a non-refundable domain, license, dedicated resource, or third-party service, you remain responsible for costs that Reonr cannot recover from the provider.

If you believe a service was not provisioned correctly, failed because of a Reonr-side issue, or was billed incorrectly, contact [email protected] promptly with the invoice number, service name, screenshots, logs, and a clear description of the issue.

Reonr may correct the service, re-provision the service, apply account credit, issue a partial refund, extend service time, or provide another reasonable remedy depending on the issue.

Service outages, maintenance, DNS propagation, third-party provider issues, customer misconfiguration, software bugs, or internet routing issues do not automatically create a refund right unless a written service level policy provides one.

Data loss, backup failure, restore failure, compromise, malware, customer error, expired service, unpaid invoice, cancellation, suspension, or termination does not automatically create a refund right.

You remain responsible for maintaining independent backups. Reonr may review backup-related billing concerns, but backup availability is subject to the Terms of Service, backup product rules, and technical feasibility.

Refund requests should be sent to [email protected] or submitted through the client area where available. The request should include the account email, invoice number, service name, transaction reference, payment method, reason for refund, and any supporting evidence.

Reonr may require account verification before discussing billing, payment, service, or refund information. Requests from unauthorized contacts may be rejected or delayed.

Reonr may review provisioning logs, service usage, invoice status, cancellation date, order date, renewal date, support tickets, abuse reports, fraud checks, domain registrar status, registry responses, gateway transaction records, chargeback history, third-party costs, and applicable law.

Reonr may approve a full refund, partial refund, account credit, service correction, no refund, or another reasonable resolution based on the review.

Approved refunds may take time to process. Processing depends on Reonr review, payment gateway capability, bank processing, card issuer timelines, currency handling, fraud review, and whether additional customer details are required.

Account credit may appear faster than a refund to the original payment method. Reonr is not responsible for delays caused by banks, card issuers, payment gateways, or incorrect customer banking details.

Where practical, refunds may be returned to the original payment method. Where that is not possible or appropriate, Reonr may issue account credit, request alternative bank details, apply the amount to another invoice, or use another lawful method.

Reonr may refuse to refund to a third-party account, unrelated bank account, mismatched identity, suspicious destination, or payment method that creates fraud, sanctions, or compliance risk.

Closing an account does not automatically create a refund right. Before account closure, you should cancel unwanted services, download data, resolve unpaid invoices, use eligible account credit, and request any eligible refund.

Reonr may retain billing, tax, fraud, abuse, legal, domain, and support records as described in the Privacy Policy and applicable law.

Reonr may update this Refund Policy from time to time to reflect legal, tax, payment gateway, registrar, registry, provider, operational, or business changes. The updated version will be posted with a revised Last Updated date.

Refund requests are normally reviewed under the policy in effect at the time of the request, unless applicable law or a written offer requires a different result.

Business address: Port Harcourt, Rivers, Nigeria.

Refund and billing requests should be sent to [email protected]. Legal notices and policy questions should be sent to [email protected]. Abuse reports should be sent to [email protected]. Privacy requests should be sent to [email protected].

Contact should be made by email through the channels listed in this section unless Reonr provides a different channel for a specific service, dispute, or legal process.