Refund Policy

At Cupisweb Technology LTD (RC No. 8209413), we stand behind our services and want every customer to be satisfied. This Refund Policy outlines when refunds are available, what services are eligible, and how to request one. By purchasing our services, you agree to the terms of this policy.

1. Money-Back Guarantee

We offer a 30-day money-back guarantee on the following new hosting plans purchased for the first time:

• Shared Hosting
• Startup Hosting
• WordPress Hosting
• Reseller Hosting

If you are not satisfied with your hosting service within 30 days of your initial purchase, you may request a full refund of the hosting fee paid. The money-back guarantee applies to first-time purchases only and does not apply to renewals or additional purchases.

2. Non-Refundable Services

The following services and fees are non-refundable under all circumstances:

• Domain registrations — once a domain has been registered, the registration fee cannot be refunded as the cost is paid directly to the domain registry
• Domain renewals and transfers — all domain renewal and transfer fees are non-refundable
• SSL certificates — once issued, SSL certificates cannot be refunded
• Professional email hosting
• Add-on services — including SEO tools, website backups (CodeGuard), email security, and web design/development services
• Setup fees — where applicable
• Renewal invoices — hosting plans renewed beyond the initial term are not eligible for refund

3. Accounts Terminated for Policy Violations

No refund will be issued for accounts that are suspended or terminated due to violations of our Terms & Conditions or Acceptable Use Policy (AUP), including but not limited to:

• Hosting phishing pages, crypto scam sites, or malicious content
• Sending spam or operating unsolicited bulk email campaigns
• Distributing malware or unauthorized software
• Any other fraudulent or illegal activity

Accounts terminated for abuse are permanently ineligible for refund regardless of the time elapsed since purchase.

4. Partial Refunds

Partial refunds may be considered on a case-by-case basis at Cupisweb's sole discretion in the following circumstances:

• Service downtime that significantly exceeds our 99.9% uptime SLA, where service credits do not adequately compensate the customer
• Billing errors or duplicate charges caused by Cupisweb

To request consideration of a partial refund, contact our billing team at [email protected] with full details of the issue.

5. How to Request a Refund

To request a refund, please follow these steps:

• Step 1: Log in to your client area at client.cupisweb.com
• Step 2: Open a support ticket via Submit a Ticket and select the "Billing" department
• Step 3: Include your account email, invoice number, the service you are requesting a refund for, and the reason for your request
• Step 4: Our billing team will review your request and respond within 2 business days

You may also email us directly at [email protected] with your refund request.

6. Refund Processing Time

Once a refund is approved:

• Card payments (Paystack): Refunds are processed within 5–10 business days back to your original payment method
• Bank transfers: Refunds are processed within 3–7 business days to the originating bank account
• Cryptocurrency payments (Cryptomus): Refunds are processed in the same cryptocurrency at the exchange rate at the time of refund processing. Cupisweb is not responsible for exchange rate fluctuations.
• Account credits: In some cases, refunds may be issued as Cupisweb account credits at your request, which can be applied to future invoices

7. Chargebacks

We strongly encourage customers to contact us before initiating a chargeback with their bank or payment provider. Unauthorized chargebacks may result in:

• Immediate suspension of your account and all associated services
• A chargeback dispute filed by Cupisweb with supporting documentation
• Permanent termination of your account

If you believe there is an error in a charge, please contact our billing team first at [email protected] — we are always willing to resolve billing issues fairly and promptly.

8. Service Credits

In the event of downtime that breaches our 99.9% uptime guarantee, eligible customers may receive service credits rather than cash refunds. Service credits are applied to your Cupisweb account and can be used toward future invoices. Credits are not transferable and have no cash value.

9. Changes to This Policy

Cupisweb reserves the right to update this Refund Policy at any time. Changes will be communicated via email or a notice on our website. Continued use of our services after any update constitutes your acceptance of the revised policy.