Refund Policy

At OXAHOST SARL, we are committed to absolute transparency and maximum customer satisfaction. This refund policy sets out the conditions and procedures for refunds related to our products and services.

For refund purposes, our products and services are classified into two categories:

• Refundable Products : Most of our products and services are eligible for a refund subject to certain conditions.
• Non-Refundable Products : Some products and services are not eligible for refunds, in line with our policies and applicable regulations.

Certain services and products are not eligible for refunds, including:

• Domain Names : Domain transfer and registration fees are non-refundable once initiated.
• Custom Services : Custom or bespoke services are not eligible for refunds.
• Free or Complimentary Services : Products or services obtained for free or as a gift are non-refundable.
• Software Licences : Licences of any kind, such as Plesk, cPanel, and similar, are non-refundable.
• Added Resources : Additional resources such as RAM, CPU, or disk space added to an existing service are non-refundable.
• Managed Tasks and Service Levels : Payments for managed-service tasks and service-level agreements are non-refundable.
• Promotional Offers : Services purchased as part of a promotional offer can only be refunded as account credit.

Unless stated otherwise, our products and services may qualify for a refund subject to certain conditions.

For a refund request to be reviewed:

• The refund request must be submitted by the customer through our OXAHOST support ticket system.
• 30 days : for yearly, biennial and triennial subscription cycles.
• 15 days : for semi-annual and quarterly subscription cycles.
• 7 days : for monthly subscription cycles.
• Domain registration fees will be deducted from the refunded amount for domain names.
• For complimentary domains, the amount will be adjusted based on the renewal rate if it is lower than the original registration rate.

A few additional clarifications:

• Refunds are not available in cases of abuse or misuse of the service, as defined in our terms of use.
• Bank-transfer refunds may take 15 to 30 business days to process.
• Refunds for SSL certificates are granted only if configuration has not been completed.

The refund method applied depends on the amount and the original payment method:

• Refunded amounts that do not exceed +100 TND (or +35 EUR) are issued only as account credit, unless the original payment method natively supports refunds.
• The refunded amount for a refundable product is calculated based on the period already used.
• Setup fees for dedicated servers are non-refundable.
• Complimentary domain names are not eligible for refunds.

Our dedicated customer-support team handles refund requests, providing fast and efficient assistance.

This refund policy follows web-hosting industry standards, providing clear and fair conditions for our customers.

For any question or further assistance regarding our refund policy, please contact us through our customer-support system.