Payment/Refund Policy

SirsteveHQ will process all refund requests in line with this Refund Policy.

Note that SirsteveHQ 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 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 sending an email to billing@sirstevehq.com or opening a support ticket via your SirsteveHQ dashboard 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 canceled within 30 days of the date of the transaction.

• In no event is the same Service eligible for more than one refund.
• Service(s) must be canceled before we can issue a refund.
• No refund will be made if your Service(s) are suspended or terminated for breaching the TOS.
• 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.
• Refunds are credited to your SirsteveHQ account credit balance unless you specifically request otherwise. Purchases made using SirsteveHQ account balance can only be refunded as an account credit. Payments made by credit card or Paystack may be refunded to the original source of payment. SirsteveHQ is not responsible for any additional charges imposed by your credit card company, Paystack, or any other payment processor in the case of a refund.
• Any processing fee(s) will be deducted from a refund.

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

Special Terms

Domain Name Registration

• In general, all fees for domain name registrations and related domain name services, in whole or in part, are non-refundable, even if your domain name registration is suspended, cancelled or transferred before the end of your current registration term.
• No refunds are available for fees paid for Premium Domain(s).
• No refunds are available for fees paid for any of the following:
  • Additional fees paid for Pre-Orders, Sunrise or Landrush periods or participation in an Early Access Program; or
  • Fees paid for related Service(s).
• We will automatically refund any fees paid as account credit if a domain name transfer attempt is unsuccessful.

Domain Name Renewal

Renewal and related domain name service fees are not refundable, in whole or in part, even if your domain name is suspended, canceled, or transferred prior to the end of your current registration term.

Web Hosting

• In general, all fees for Web Hosting and related Service(s), in whole or in part, are non-refundable, even if your Web Hosting or related Service(s) are suspended or terminated prior to the end of your current contract term.
• Package fees for Shared Hosting, Reseller Hosting, Email Hosting, and VPS Hosting may be refundable, at the sole discretion of SirsteveHQ, if you, the account holder, cancel within thirty (30) days after purchase. Only first-time hosting accounts are eligible for the 30-day money-back guarantee.
• In certain cases, renewals of Web Hosting may be refunded at the sole discretion of SirsteveHQ if you, the account holder, cancel within 48 hours after renewal. We may also consider proration refunds in some cases.
• No refunds are available for the following:
  • Any additional features, services, or upgrades added to your Web Hosting package and purchased at an additional fee;
  • Any fees related to domain name registrations associated with your Web Hosting package.

Email Hosting

• In general, all fees for Email Hosting and related Service(s), in whole or in part, are non-refundable, even if your Email Hosting or related Service(s) are suspended or terminated prior to the end of your current contract term.
• Package fees for Email Hosting may be refundable, at the sole discretion of SirsteveHQ, if you, the account holder, cancel within thirty (30) days after purchase. Only first-time Email Hosting accounts are eligible for the 30-day money-back guarantee.

30-Day Money-Back Period

We provide a 30-day money-back guarantee ONLY on our Shared Web hosting, Reseller hosting, and Email hosting packages with the following conditions:

• Refunds are limited to one per customer (i.e., multiple services don’t qualify or multiple signups)
• Refunds exclude tax fee or payment gateway fee
• A written request must be submitted separately from the cancellation request within 31 days of cancellation.
• Refunds are sent within 31 days of receiving the refund request.
• Refunds are not granted to accounts closed for TOS or AUP violations.

Non-Refundable Products and Services

The following products and services are non-refundable once purchased:

• Account Add Funds / Top-Ups / Deposits
• Domain registrations, transfers & renewals
• Software Licenses (cPanel license, LiteSpeed license etc)
• Virtual Servers (Managed and Unmanaged VPS)
• Trust Seal Services
• SSL Certificates
• Fees for recovery or reactivation of domain names
• 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 are 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 client area account.

Refund for services that have not yet been installed or setup after one month of purchase will be automatically credited into your client area account and this may be used to either repurchase the same service or other services.

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 area 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 “Add Funds” 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 billing@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, Flutterwave, 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.

Overpayment

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 billing@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.

Promotional Pricing

We offer a 15% discount for first-time customers who have signed up on our website but have not purchased any products/services within 1 day. This discount only applies to our shared hosting packages.

All packages will renew at the regular rate.

For the BEST possible pricing, we reward customers for signing up quarterly (3 months), annually (12 months), biennial (24 months), and triennial (36 months).

On our website, prices are displayed reflecting the best possible rate.

How to Cancel your Web Hosting Account

Cancel your account by following the steps below:

• Login to your client area and click on the Services->My Services
• Click on the View Details button beside the service you would like to cancel
• Click on the Management Actions tab and then click on the Request Cancellation link
• You will receive an automatic reply confirming we have your request.
• Wait for a separate cancellation confirmation email (up to 48 hours later).
• Reply back to the cancellation confirmation email and ask for your refund.
• You must get written confirmation from SirsteveHQ stating the amount of your refund and requesting your account details.
• Please allow up to 15 days for your account to be refunded.

Please review our Terms of Service:

https://www.sirstevehq.com/tos

And our Acceptable Use Policy:

https://www.sirstevehq.com/aup