Effective as at 12.00pm 20/09/2024
Last Updated as at 12.00pm 20/09/2024
1. Purpose
This Refund & Billing Policy outlines how One&OnlyHost (“we”, “us”, or “our”) handles billing, payments, refunds, and disputes for the Services provided to you. This policy also covers questions about charges and billing procedures. Any capitalized terms used here that are not defined will carry the meaning set out in our Terms of Service.
2. Automatic Renewal
Package Renewal: All hosting plans and domain names are set to renew automatically upon the renewal date to avoid any disruption of services. You will be informed of the renewal date at the time of purchase, and subsequent renewal dates will be listed on your invoices and within your account in the client portal. We will also send you an invoice for the renewal period in advance via the email on file. To cancel automatic renewal, please follow the steps outlined in our Terms of Service.
Domain Name Renewal: Domain names automatically renew five (5) days prior to their expiration date to avoid disruption. Payment methods capable of automatic billing will be charged at this time unless you cancel more than two (2) days prior to the renewal date. For manual payment methods, payment must be made before the invoice due date to prevent the domain from lapsing.
If your payment method fails, you are responsible for ensuring payment is made to avoid suspension or termination of services.
3. Payment Responsibility
You are responsible for all fees and charges associated with your use of our services once they are made available to you. Invoices will be generated when you first purchase the Services, and for any subsequent renewal terms, they will be issued three (3) days prior to the start of the renewal period. Payment for these invoices is due on the “Due Date,” and can be viewed in your client portal.
If payment is not received within fourteen (14) days of the due date, your account will be suspended. To reactivate a suspended account, all overdue invoices must be paid in full. Accounts more than fourteen (14) days overdue may be terminated, which includes deletion of all associated data.
We reserve the right to assign unpaid balances to a collection agency, and you agree to reimburse any collection-related fees, including legal costs.
4. Money Back Guarantee
Certain hosting services come with a 30-day satisfaction guarantee. If you cancel within thirty (30) days of the initial service date, you will receive a full refund. If you cancel between thirty-one (31) and ninety (90) days, a pro-rata refund will be issued based on the unused portion of the service.
Cancellations made after ninety (90) days are not eligible for a refund, though refunds may be granted at our sole discretion. Refund requests made after 120 days will be issued via PayPal. No refunds are given for partial months or for services terminated due to violations of our policies.
Please note, third-party fees such as domain registration, setup fees, and migration fees are non-refundable. Additionally, SSL certificates carry a 25-day refund window from the time of purchase.
5. Refunds
Accounts terminated for policy violations are not eligible for refunds. Credits applied to your account have no cash value and are subject to expiration. All refunds are subject to the terms of any third-party payment processor and may be influenced by those policies.
Refunds will be processed to the original payment method, where possible. If you paid by credit card, we will issue the refund back to your card. Payments made via PayPal will be refunded to your PayPal account. If your payment method cannot be refunded, we will make reasonable efforts to return the funds by other means.
6. Service Credit Eligibility
Customers who are not current on their invoices are not eligible for service credits. Additionally, customers with a history of late payments (more than three times in the past twelve months) will not qualify for credits related to outages.
Certain automated systems designed to prevent malicious activity may trigger service disruptions, and in these cases, interruptions will not qualify for service credits.
7. Payment Methods & Currencies
We accept a variety of payment methods including Visa, MasterCard, American Express, PayPal, wire transfers, and more. By providing your payment details, you authorize us to charge your account on the due date of each invoice.
We accept payments in several currencies, though all fees are calculated in NZD. Prices shown in other currencies are estimates based on exchange rates and may differ from the actual amount charged by your bank or payment provider. Exchange rates and fees may fluctuate, impacting the final cost of your services.
8. Account Upgrades, Downgrades, and Migrations
Upgrades: When upgrading to a higher plan, we will handle the migration at no extra charge. The migration fee is also waived if you move to a different data center during the upgrade process. The upgrade will only take effect once the price difference has been paid.
Downgrades: When downgrading, any price difference will be applied to your account as service credits. A downgrade migration fee of $25 may apply. Refunds are not issued for downgrades.
Migrations from Other Hosts: We offer free migrations for accounts from cPanel environments. For non-cPanel migrations or particularly complex cases, additional fees may be charged. Customers on our higher-tier hosting plans receive one (1) free migration, with a potential fee for further migrations.
9. Billing Errors & Chargebacks
If you notice a billing error, please notify us within ninety (90) days so that we can investigate and correct the issue. Any refunds for billing errors will be applied as service credits.
Chargebacks will incur a $50 investigation fee, and services will be suspended pending resolution. Accounts involved in chargebacks may be permanently banned from using certain payment methods.
10. Tax
New Zealand residents are required to pay GST on their purchases, unless exempt by law. For international customers, local tax laws may apply based on your jurisdiction.
11. Feedback
While there is no obligation to provide feedback, any suggestions or recommendations you offer may be used by One&OnlyHost without any restrictions or compensation.