1. 30-Day Money-Back Guarantee

Host Zora offers a 30-day money-back guarantee on eligible first-time purchases of qualifying hosting services.

The guarantee applies only to:

• Shared Web Hosting
• WordPress Hosting

A qualifying refund request must be submitted within 30 calendar days of the original purchase date.

The guarantee applies only to the original qualifying hosting purchase and does not automatically apply to renewals, upgrades, add-ons, additional services, or subsequent purchases.

2. Refund Eligibility

To qualify for a refund under the 30-day money-back guarantee:

• The request must be submitted within 30 calendar days of the original qualifying purchase.
• The purchased service must be eligible for the money-back guarantee.
• The request must relate to the original eligible purchase.
• The refund request must be submitted through an official Host Zora support channel.
• The account must not have been suspended or terminated for fraud, abuse, illegal activity, or a serious violation of our Terms of Service.

Host Zora may request reasonable information to verify the account and transaction, including:

• Customer name
• Registered email address
• Order or invoice number
• Service concerned
• Reason for cancellation or refund request

Providing a reason helps us review the request and improve our services, but does not remove any rights that may apply under applicable law.

3. Windows VPS — Non-Refundable

Except where a refund or other remedy is required by applicable law, no refund will be provided for the current paid billing period after VPS provisioning or activation.

This includes situations where the customer:

• Changes their mind after purchasing the VPS.
• No longer requires the VPS.
• Selects an unsuitable VPS plan.
• Orders incorrect specifications.
• Does not use the VPS after activation.
• Requests cancellation during the current paid billing period.
• Experiences problems caused by customer-installed software.
• Changes or damages the VPS configuration.
• Experiences problems caused by their own device, software, network, or internet connection.
• Fails to properly secure or maintain the VPS.

VPS provisioning may involve IP addresses, Windows licensing, infrastructure allocation, server resources, setup costs, and third-party charges.

Customers are responsible for reviewing the VPS CPU, RAM, storage, operating system, server location, software requirements, pricing, and intended use before completing an order.

4. Email Hosting

Unless expressly stated otherwise at the time of purchase, Email Hosting is not covered by the 30-day hosting money-back guarantee.

Email Hosting charges may become non-refundable after the service has been provisioned, activated, or third-party resources have been allocated.

5. Domain Services

Domain-related charges are generally non-refundable once a registration, renewal, transfer, redemption, restoration, or other domain transaction has been submitted or processed.

This includes:

• New domain registrations
• Domain renewals
• Domain transfers
• Domain redemption or restoration fees
• Registry charges
• Other domain-related third-party fees

Domain transactions may create immediate charges with registrars or registries that Host Zora cannot reverse.

Customers are responsible for carefully checking domain names and registration information before submitting an order.

6. SSL Certificates

SSL certificates and related charges are generally non-refundable once:

• The order has been processed.
• Certificate processing has started.
• The certificate has been issued.
• The certificate has been activated.
• A third-party certificate provider has charged Host Zora.

Customers are responsible for ensuring that domain and certificate information is accurate before completing an order.

7. Website Design and Development

Website design, development, optimisation, custom coding, and professional services are generally non-refundable once work has commenced.

This may include:

• Website design
• Website development
• WordPress development
• Custom coding
• Website modifications
• Development hours
• Design work
• Website optimisation
• Technical configuration
• Content-related work
• Custom integrations
• Website migration work

Where a project includes domains, licences, premium software, third-party services, or other costs incurred on behalf of the customer, those amounts may also be non-refundable.

8. Third-Party Products and Licences

Third-party products and services are generally non-refundable after they have been ordered, issued, activated, licensed, or provisioned.

These may include:

• Software licences
• Windows licences
• Control-panel licences
• Security products
• Premium plugins
• Premium themes
• Dedicated IP addresses
• Third-party hosting infrastructure
• Other externally provisioned services

Where Host Zora has already incurred a non-refundable third-party charge, that amount will generally not be refundable.

9. Renewal Payments

The 30-day money-back guarantee applies to qualifying new hosting purchases and does not restart when a service renews.

Renewal payments are generally non-refundable after the renewal has been successfully processed, except where applicable law requires otherwise.

Customers are responsible for:

• Monitoring renewal dates.
• Reviewing renewal invoices and notices.
• Maintaining valid billing information.
• Cancelling services they no longer require before renewal.

10. Refund Exclusions

A refund may be refused where:

• The applicable refund period has expired.
• The service is not covered by the money-back guarantee.
• The payment relates to a renewal.
• The customer has violated our Terms of Service.
• The account has been suspended or terminated for abuse.
• The service has been used for spam or phishing.
• Malware or malicious activity has been detected.
• The service has been used for hacking or unauthorised access.
• Fraudulent or illegal activity has occurred.
• Non-refundable third-party charges have already been incurred.
• A refund has already been issued for the qualifying purchase.
• There is evidence of deliberate abuse of the refund policy.

Problems caused solely by customer-controlled software, configurations, applications, scripts, credentials, devices, or internet connections do not automatically create refund eligibility.

11. Cancellation and Refunds

Cancellation and refund requests are handled separately.

Customers may request cancellation through the Host Zora Client Area or another cancellation method provided by Host Zora.

Customers requesting a refund for an eligible service must separately submit a refund request through an official Host Zora support channel within the applicable refund period.

Customers should download all required website files, databases, emails, backups, and other data before a service is terminated.

12. Automatic Renewals

Certain Host Zora services may automatically renew where automatic billing is enabled.

Customers are responsible for:

• Monitoring renewal dates.
• Maintaining a valid payment method.
• Reviewing invoices and renewal notices.
• Cancelling unwanted services before renewal.

The 30-day guarantee for qualifying new hosting purchases does not restart when a service renews.

13. Promotional and Discounted Services

Services purchased using promotional pricing, discount codes, introductory offers, special promotions, or individually negotiated pricing may be subject to additional conditions shown at the time of purchase.

Unless expressly stated otherwise, promotional pricing does not extend or restart the standard refund period.

A discount does not make an otherwise non-refundable service refundable.

14. How to Request a Refund

Customers requesting a refund for an eligible service should contact Host Zora through an official support channel.

Please provide enough information to identify your account and order:

• Registered customer name
• Registered email address
• Order or invoice number
• Service name
• Cancellation information
• Reason for the refund request

15. Refund Processing

Once a refund is approved, Host Zora will normally initiate the refund within a reasonable processing period.

Where reasonably possible, approved refunds will be returned using the original payment method.

After Host Zora initiates a refund, the time required for funds to appear in the customer's account depends on the bank, card issuer, payment processor, or other financial institution.

Third-party processing times are outside Host Zora's direct control.

16. Refund Amount

Where a refund is approved, the refundable amount will be determined based on the eligible service, the original transaction, any non-refundable charges, and applicable law.

Domain charges, licences, third-party fees, setup charges, provisioning costs, and other non-refundable items may be excluded where legally permitted.

17. Currency and Payment Processing

Refunds will normally be processed using the currency and payment method associated with the original transaction where reasonably possible.

Host Zora is not responsible for differences in the final amount received resulting from:

• Currency exchange-rate changes
• Bank conversion rates
• International transaction fees
• Payment-provider charges
• Other financial institution fees outside our control

18. Chargebacks and Payment Disputes

If you believe a payment is incorrect or there is a billing issue, please contact Host Zora support so that we can review the transaction.

Where a chargeback or payment dispute is opened, Host Zora may provide relevant records to the applicable payment provider as reasonably necessary to respond to the dispute.

Such records may include:

• Transaction records
• Order information
• Service provisioning records
• Account activity
• Login information
• Support communications
• Cancellation records

Services associated with an unresolved payment dispute may be restricted or suspended where reasonably necessary to protect against fraud or financial loss.

Nothing in this section limits a customer's lawful right to dispute an incorrect or unauthorised payment.

19. Abuse of the Money-Back Guarantee

The Host Zora money-back guarantee is intended for genuine customers evaluating eligible hosting services.

Host Zora may reject refund requests involving:

• Fraudulent activity.
• Multiple accounts created primarily to repeatedly claim refunds.
• Repeated purchases intended to obtain free hosting.
• Abuse of promotional offers.
• Deliberate misuse of this Refund Policy.
• Other fraudulent attempts to obtain services without payment.

This does not affect rights that cannot legally be excluded.

20. Service Problems and Technical Support

Experiencing a technical problem does not automatically mean that a service qualifies for a refund.

Customers experiencing technical issues should contact Host Zora support and provide reasonable information necessary to investigate the issue.

Where the service is eligible for the 30-day money-back guarantee, a customer may still submit a refund request during the applicable refund period.

For non-refundable services, including Windows VPS after provisioning, a technical support request does not automatically create refund eligibility.

21. Consumer and Statutory Rights

Nothing in this Refund Policy is intended to exclude, restrict, or override any consumer protection rights or remedies that cannot lawfully be excluded under applicable Canadian law.

Where applicable law gives a customer rights beyond Host Zora's voluntary refund policy, those mandatory legal requirements will apply.

22. Changes to This Refund Policy

Host Zora may update this Refund Policy from time to time to reflect changes to our services, payment processes, business practices, technology, or legal requirements.

The latest version will be published on our website and the Last Updated date will be revised accordingly.

Customers are encouraged to review this Refund Policy before purchasing or renewing a service.

23. Contact Us

For refund requests, billing questions, cancellation matters, or questions regarding this Refund Policy, please contact: