iHosts accounts are set up on a prepay basis. iHosts 's Customers may decide to cancel their accounts at any time, however they will get a full refund of the service only if the cancellation request is made within 30 days of purchasing of the account, according to our Money Back Guarantee Policy.
To cancel an account, the Customer needs to send an e-mail or support ticket to our Sales Department and provide any authentication credentials requested by iHosts . Other forms of cancellation requests will not be accepted. Any incentives (free bonuses) offered to the Customer upon sign-up will be also cancelled.
Domain name registrations/transfers, service upgrades and web hosting plan renewals are treated as non-refundable services (see below) and cannot be cancelled or refunded after being activated upon Customer request. The Customer will have the possibility to transfer his/her domain away to another host.
Late cancellations, as well as accounts cancelled by iHosts due to TOS violations (where the Customer has decided not to fix the violation) do not qualify for the 30-day money back guarantee.
All credit requests for VISA, MasterCard, American Express and Discovery payments are processed within 48 hours of the submission of the refund request (by e-mail or ticket, as mentioned above). The funds will be credited back to the Customer's credit/debit card and affect the Customer's credit/debit card balance in accordance with the credit/debit card issuer's terms of service.
All credit requests for PayPal payments are processed within 48 hours of the submission of the refund request (by e-mail or ticket, as mentioned above). The funds will be credited back to the Customer's PayPal account and affect Customer's PayPal balance in accordance with PayPal's terms of service.
MONEY-BACK GUARANTEE POLICY
iHosts offers a 30-day money back guarantee. If, for any reason, the Customer is dissatisfied with our hosting services, we will refund their hosting fees at any time during the first 30 days after the signup date of any hosting account the Customer has purchased from us. The Customer can submit a refund request in a trouble ticket from the Web Hosting or iHosts Control Panel, or send us an email to billing@iHosts .com, and receive full refund for any hosting plan the Customer has purchased from us within 30 days of the payment data of the account.
SSL certificates, as a third party service, are not covered by the 30-day money back guarantee, which iHosts provides for its web hosting services. An SSL certificate is eligible for refund for a 7-day period after the original purchase.
All recurring payments and all payments made via Western Union or bank wire are non-refundable and are not subject to the 30-day money back guarantee.
All service upgrades, wallet refills and plan renewal services purchased from the Web Hosting Control Panel; all 1-year or multi-year domain registration or transfer services purchased at sign-up or from the Web Hosting Control Panel.
All domain registrations and domain transfers are final, do not include any money-back guarantee and will be subject to a fee that is calculated on the basis of the actual NON-PROMOTIONAL annual price of the purchased domain's TLD, multiplied by the number of years of registration or transfer. Any refund amount credited back to a Customer in accordance with our 30-day money back guarantee will not include the cost of the non-refundable services (if any) that have been purchased with the Customer's web hosting plan upon sign-up (i.e. the Customer will be issued a partial refund on the original transaction if he/she has purchased non-refundable services within the web hosting account). A table containing the annual NON-PROMOTIONAL prices of all domain names offered by iHosts is located in section 3 of this legal document.
Chargebacks are not considered as a way of refunding. Any Customer who initiates a credit card chargeback in response to a bill or order placed at iHosts will be subject to full investigation.
When signing up for a web hosting service with iHosts , Customers agree to the conditions explicated in our Acceptable Use Policy (AUP) and the Web Hosting Terms of Service. Thus, iHosts , as well as our authorized retailers (PayPal, WorldPay, 2CheckOut), will resort to these documents as an evidence for the Customer's agreement, especially in the event that a Customer sends a chargeback inquiry based on points that he/or she first accepted, but is trying now to refute.
If/When a chargeback report is received, the first step of our iHosts team will be to try to contact the Customer. Meanwhile, the Customer's account will be suspended (in order to protect our system from fraudulent activity and misuse) and will remain suspended until the reasons for the chargeback have been clarified and decision has been taken for according action.
If the chargeback has occurred due to some misunderstanding, a reverse payment procedure will be initiated with our authorized retailers and eventually the account will be re-activated.
If the Customer has sent a chargeback request based on groundless argumentations (according to our own judgment and these Web Hosting Terms of Service), then a dispute will be started with our authorized retailers in which the Web Hosting Terms of Service and the AUP of iHosts will serve as proof of the Customer's agreement. The retailers then, taking into consideration all provisions in these legal documents, will decide whether the Customer has had sufficient grounds for the chargeback or iHosts has the right to a reverse payment.
In case that the chargeback originates from a fraudulent user and no reverse payment procedure can be activated, then the respective hosting account will remain suspended and $30 USD fee will be withdrawn from the commission of the iHosts , whose Customer's account has been the reason for the chargeback (in order to cover the fees imposed to iHosts from our authorized retailers for the claimed unauthorized transaction).
CUSTOMER SERVICE CONTACT DETAILS
Following are the contact details, which the iHosts willing to use the billing system of the provider must display on the site: To contact our Customer Service - please use any of the options listed below:
1. Open a Ticket from the Web Hosting Control Panel (from section Help Center->Open New Ticket
2. Phone or Fax us at
+27 10 006 5029 / Whatsapp: (+27) 61 472 5620
3. E-mail us: firstname.lastname@example.org / email@example.com