Refund Policy

This Refund Policy explains when you are eligible for a refund with respect to products and services acquired through SIRSTEVEHQ, our partners, or affiliates (collectively, “Services”).

Note that SIRSTEVEHQ LIMITED may vary this Refund Policy at any time. If we vary this Refund Policy, we will provide notice by publishing the varied Refund Policy on our Website. You accept that by doing this, SIRSTEVEHQ LIMITED has provided you with sufficient notice of the variation to its Refund Policy. Your continued use of our Website will be deemed as acceptance of the varied terms by you.

To request a refund, you must submit a service cancellation request through by opening a support ticket with our Sales team via your SIRSTEVEHQ client area within the time stipulated in this Refund Policy for the relevant service you wish to cancel.

General Terms

The following general terms apply to all refund-eligible Services. There may also be special terms applicable to certain products and/or services, and those are listed below.

Qualifying products purchased from SIRSTEVEHQ may be refunded only if cancelled within 30 days of the date of the transaction.

• Service(s) must be cancelled before we can issue a refund.
• You will not be entitled to a refund if your domain name has been flagged as suspicious, is considered to be registered for improper use, or is registered in breach of our Terms of Service.
• You will not be entitled to a refund if your service is downgraded.
• You will not be entitled to a refund if your service is suspended or terminated as a result of a breach of our Terms of Service.
• In the event that the purchased Service(s) includes free domain name registration as part of a promotion or sale, and you cancel the purchased Service(s), the standard price for the domain name will be subtracted from the refund amount. If the refund amount is less than the standard price for the domain, you must either pay the difference or forfeit the domain, in which case SIRSTEVEHQ will reclaim ownership.
• Refunds are processed in NGN only, and you, the customer, are solely responsible for any exchange rate fluctuations between the time of payment and the time of refund.
• All eligible refunds will be automatically credited to your wallet with SIRSTEVEHQ, unless you specifically request for a cash refund. Money refunded into your wallet can be used at a later date to pay for other products and services. Purchases made using SIRSTEVEHQ credit balance can only be refunded as an account credit. Payments made by debit/credit card may be refunded to the original source of payment. SIRSTEVEHQ is not responsible for any additional charges imposed by your credit card company, or any other payment processor in the case of a refund.
• If you have requested a cash refund, SIRSTEVEHQ will only give such a refund where the account details you have provided for the refund are an exact match with that from which we received your payment. In event of any discrepancy in the account details, an eligible refund will only be made into your wallet.
• Requests for cash refunds will be processed and completed within a minimum of 5 days and a maximum of 15 days from the date of request. All cash refund requests are subject to an administrative fee which will be deducted from the amount to be refunded to you. In the event that the amount to be refunded is less than the administrative fee i.e bank charges, you will only be entitled to a refund into your wallet.
• Unless you specifically request a cash refund, purchases made via any online payment gateway processor i.e. Paystack, Flutterwave, etc may be refundable via the source of payment and SIRSTEVEHQ LIMITED is not responsible for any additional charges imposed by the online payment processing company.
• On no account will the same product or service be entitled to a refund more than once.
• All deposits or top-up made into the Wallet are not refundable and cannot be withdrawn.
• Refunds are not possible for bitcoin/crypto deposits. 
• No portion of your top-up Balance may be transferred to another SIRSTEVEHQ account.
• This Refund Policy for SIRSTEVEHQ Wallet may be amended from time to time.

You may be subject to additional refund requirements based on the specific terms and conditions notified to you when purchasing the Service(s).

No Refunds After 30 Days:

• For customers who purchase eligible products or services on a monthly, quarterly, semi-annual, or annual billing cycle, we offer a 30-day money-back guarantee, valid for 30 days from the date of purchase. If you are not satisfied with the service within the first 30 days, you may request a full refund.
• After the initial 30-day period, no refunds will be provided for any reason. This includes, but is not limited to, dissatisfaction with the service, changes in business needs, or any other circumstances.
• Please note that no prorated refunds will be provided for cancellations that occur after the 30-day guarantee period. Your payment covers the full billing cycle period (quarter, semi-annual, or annual) and will not be refundable in part or in full beyond the initial 30 days.
• If you wish to cancel your service within the 30-day period, please submit a cancellation request through your client area before the period expires. Cancellations made after the 30-day window will not be eligible for a refund.
• The effective date of cancellation will be the date we receive your cancellation request. If the cancellation request is received after the 30-day period, no refund will be issued.

Non-refundable Services

All other Services are non-refundable, including but not limited to:

• Account Add Funds;
• Domain registrations, transfers or renewals;
• Fees for recovery or reactivation of domain names;
• All packages for SSL certificates;
• All packages for Website design services;
• All packages for Email Hosting;
• All packages for cloud & servers i.e SIRSTEVEHQ Cloud, AWS hosting, Google cloud hosting, and Unmanaged VPS;
• Any addons associated with a service;
• Any services purchased or acquired at a reduced fee or on promotion;
• Any fees relating to additional IP addresses or network configuration such as VLANs.
• Any fees paid by you to SIRSTEVEHQ for providing non-service or ad-hoc related support.

Despite domain names being non-refundable, there is one exception. In the case of an unsuccessful attempt to either register or transfer a domain name, the fees will be automatically credited into your wallet.

Refunds for services that have not yet been installed or set up after one month of purchase will be automatically credited into your wallet and this may be used to either repurchase the same service or other services.

Overpayments

If we become aware that you have overpaid for any product or service, we will automatically credit the amount of that overpayment to your SIRSTEVEHQ account where you can use it to pay for other products or services at a later date. You will be able to see this credit by logging into your account and going to the Available credit section on your client area dashboard.

If you wish for an overpayment to be refunded to your bank account, you must send a request for a refund to sales@sirstevehq.com. The request must give required details including the invoice number for which the overpayment was made, date of payment, method of payment (including, where applicable, bank details from which payment was made) and amount of overpayment.

Once we have received your request, it will be dealt with in accordance with this Refund Policy.

Late Invoices

We do NOT provide extensions on invoices here at SIRSTEVEHQ.

All invoices should be paid on DUE DATE. We do have a 4 day grace period on delinquent invoices, but if not paid after this, accounts will be suspended. These invoices are subjected to a 15% late fee that must be paid to reactivate the account. Invoices delinquent past 14 days are subject to account termination.

We will make every attempt possible to contact you 24 hours prior to account termination. Once the account has been terminated ALL data including backups will be scrubbed from our servers. There is no recovering the data once the account is terminated.

Payments Issues

If you mistakenly made any payment in error (e.g. Double payment for an invoice, enabling of automated payment, wrong transfer of funds, debited more than once on a transaction, etc) we will automatically credit the amount of that overpayment to your SIRSTEVEHQ client account where you can use it to pay for other products or services at a later date. You will be able to see this credit by logging into your account and going to the "Available credit" section on your client area dashboard.

If you wish for this payment made in error to be refunded you must send a request for a refund to sales@sirstevehq.com. The request must give required details including date of payment, method of payment (including, where applicable, bank details from which payment was made or transaction ID for online payment), invoice number where applicable, and amount of payment.

If you have an issue with online payments or other payment charges, you should contact us regarding the issue before you contact your bank or the payment processing company (e.g. Paystack, etc) to request a chargeback or reversal of the charges.

Once we have received your request, it will be dealt with in accordance with this Refund Policy.

Refund Requests

If you believe you are entitled to a refund, please submit a support ticket with our sales team. Your ticket must contain the following information:

• Your reason for wanting a refund.
• Details about the transaction (e.g. account name, transaction number, domain name, purchase date).
• If we need any more information to process your refund.

How to Cancel your Web Hosting Account

Cancel your account by following the steps below:

1. Login to your client area and click on the Services -> My Services
2. Click on the View Details button beside the service you would like to cancel
3. Click on the Management Actions tab and then click on the Request Cancellation link
4. Write your reason for cancellation
5. You will receive an automatic reply confirming we have your request.
6. Wait for a separate cancellation confirmation email (up to 24 hours later).
7. Reply back to the cancellation confirmation email and ask for your refund.
8. You must get written confirmation from SIRSTEVEHQ stating the amount of your refund and requesting your account details.
9. Please allow up to 15 days for your account to be refunded.

Contact

If you have questions about our Refund Policy, you can contact us from our contact page.

Last Updated: 29^th October 2024