MokohHost's Legal - Refund Policy

Refund Policy

Last updated: December 13, 2023

At MokohHost, we want to keep things simple and transparent. Our Refund Policy outlines when you can ask for a refund on products and services you've purchased directly from us or through our partners and affiliates (collectively “Services”).

To initiate a refund, kindly submit a service cancellation request by emailing us at billing[at]mokohhost.com or by creating a support ticket through your MokohHost Portal for the specific timeframe applicable to the service you intend to cancel.

Standard Refund Terms

Standard refund terms apply to all refund eligible Services.

Service(s) must be cancelled before we can issue a refund.
In no event is the same Service eligible for more than one refund.
No refund will be granted in cases where your domain name is flagged as suspicious, deemed to be registered for improper use, or in violation of our Terms of Service.
You will not be eligible for a refund if your service is downgraded.
Refunds will not be issued if your service undergoes suspension or termination resulting from a breach of our Terms of Service.
In the event that the Service(s) you acquired includes a free domain name registration through a promotion or sale, and you choose to cancel the Service(s), the refund amount will be reduced by the standard price of the domain name. Should the refund fall short of covering the standard domain price, you have the option to either pay the difference or forfeit the domain.
If you opt for a cash refund, MokohHost will proceed with the refund only when the account details provided for the refund perfectly match the information associated with the initial payment. In the event of any discrepancies in the account details, any eligible refund will be credited to your client account.
Any applicable refunds will be promptly credited to your MokohHost client account by default. However, if you prefer a cash refund, kindly make a specific request. The funds in your client account can be used for future payments on various products and services. You can view your credit balance by accessing the "Available Credit" section within your portal dashboard when logged in.
All deposits made into the Wallet are non-refundable, non-withdrawable, and cannot be transferred to another MokohHost account.
Cash refund processing will be carried out within a period of 5 to 10 days from the date of your request. Any processing fee(s) will be deducted from a refund.
If you don't expressly ask for a cash refund, transactions conducted through various online payment gateways such as Rave by Flutterwave, Paystack, PayPal, etc., may be subject to refunds through the original payment source. Refunds are not possible for cryptocurrency deposits. It's important to note that MokohHost is not accountable for any extra charges levied by the online payment processing company.

Special Refund Terms

- Domain Name Registration

Unless expressly stated otherwise in this Refund Policy, fees for domain name registrations and associated domain name services remain non-refundable, whether in full or in part. This applies even if your domain name registration is suspended, canceled, or transferred before the conclusion of your ongoing registration term.
In the case of an unsuccessful attempt to register or transfer a domain name to MokohHost, we will automatically refund the fees into your client account.

- Web Hosting

Refunds for yearly, biannual, and triennial shared/wordpress hosting purchases are eligible only if the cancellation is requested within 30 days of the initial purchase.
Refund eligibility for monthly web hosting plans requires cancellation requests to be initiated within the first 72 hours of the purchase.
Any shared/wordpress web hosting plans purchased during a promotion or with a promotion code are not eligible for any refunds.
Any request for cancellation must be received via the Portal, and you will receive a confirmation upon the cancellation of your account.

- Business Email Hosting

Unless expressly outlined in this Refund Policy, fees for business email hosting and related services are non-refundable, both in whole or in part. This holds true even if your business email hosting services are suspended or terminated before the conclusion of your existing contract term.
Refunds for the new purchase or renewal of a paid Business Email service are contingent upon the sole discretion of MokohHost. The account holder may be eligible for a refund if they contact us to cancel the Business Email subscription for a valid reason, provided the cancellation is requested within 72 hours after the charge.

- SSL Certificates

Refunds will not be processed if the cancellation/refund request for an issued or non-issued certificate is submitted after the specified grace periods have elapsed.
Cancellation of SSL Certificates that have already been issued must be initiated within 5 days of purchase to qualify for a refund.
Certificates that have been purchased but are not yet issued can be cancelled and refunded only if the cancellation request is made within 30 days of the purchase date.

Non-Refundable Products and Services

Upon purchase, the following products and services are non-refundable:

Registrations, Transfers or Renewals of domain name registrations
Fees for recovery or reactivation of domain names/web hosting
Any Services purchased at a reduced fee or on promotion
Any fees paid by you to MokohHost for providing non-service related support
Cloud Hosting
Business Email
VPS Hosting
SiteLock
CodeGuard
Website Builder

Refunds for services not installed or set up within one month of purchase will be automatically deposited into your client account. You can use this credit to repurchase the same service or explore other service options.

Payment Issues

In the case of any payment made in error (e.g., accidental double payment, unintended automated payment, incorrect fund transfer, multiple debits on a transaction, etc.), the overpaid amount will be promptly credited to your MokohHost client account. This credit can be used for future payments on various products or services.

Should you desire a refund for the erroneously made payment, please send a refund request to billing[at]mokohhost.com. Include the important details such as the payment date, payment method (including relevant bank details or transaction ID for online payments), applicable invoice number, and the payment amount.

If you encounter any issues with online payments or other payment charges, it is advisable to contact us before reaching out to your bank or the payment processing company (e.g., Rave by Flutterwave, Paystack, PayPal, etc.) to request a chargeback or reversal.

Upon receiving your request, we will process it in adherence to the guidelines outlined in this Refund Policy.

Changes to this Refund Policy

We may occasionally update our Refund Policy. Any changes will be communicated by posting the updated Refund Policy on this page. In addition, we will notify you through email and/or with a noticeable announcement on our service before the changes take effect. The "Last updated" date at the top of this Refund Policy will also be revised accordingly. It is recommended to check this page regularly for updates, as changes become effective once posted here.