Return and Refund Policy

This Return and Refund Policy explains when you can cancel a WebX service, when that cancellation results in a refund, and how long the money takes to reach you. It applies to every service bought from WEBX through this website or the client portal, and forms part of our Terms and Conditions.

WebX sells digital services rather than physical goods, so there is nothing to ship back to us. A “return” here means cancelling a service and, where this policy allows it, receiving your money back.

Once a refund is approved, we release it to the original payment method it was charged to.

We review every refund request within two working days of receiving it. The 7 to 10 working days window then begins from approval. Depending on your bank, card issuer, or mobile financial services provider, it may take a few further days for the credit to appear on your statement — that final step is controlled by them, not by us.

Refunds are always returned to the original payment method. We cannot redirect a refund to a different card, wallet, or bank account.

New shared hosting, WordPress hosting, and cloud hosting plans come with a 30-day money-back guarantee. If the service is not right for you, cancel within 30 days of your first payment for that plan and we will refund the hosting fee in full.

The guarantee applies on these conditions:

• It covers your first purchase of a given plan. Renewals, upgrades, and repeat purchases of a plan you have held before are not covered.
• It covers the hosting fee only. Any non-refundable items listed below — most commonly a domain name registered as part of the order — are deducted from the amount returned.
• It is available once per customer per service. It is not available on accounts suspended or terminated for breach of our Terms and Conditions.

The following are non-refundable, because we pay them onward to a registry or vendor the moment your order completes and cannot recover them:

• Domain name registrations, renewals, and transfers. A registration is final once the registry accepts it. You keep full control of the domain for its registered term and can transfer it away at any time.
• SSL certificates issued by a third-party certificate authority, once issued.
• Third-party software licences — control panel, operating system, and application licences bought on your behalf.
• Administrative and setup fees, including dedicated IP address allocation and custom migration work already carried out.
• VPS and dedicated server plans beyond the first 30 days, as the capacity is reserved for you exclusively.
• Services cancelled after the guarantee window, and any unused portion of a term you have already paid for, except where clause 5 applies.

You can cancel any service at any time from the client portal. If you cancel after the 30-day window, the service stays active until the end of the term you have already paid for, and no further invoices are raised. We do not refund the unused portion of that term.

To avoid being charged for the next term, cancel at least 3 days before the renewal date shown on your invoice. If a renewal is charged after you have given notice in time, tell us and we will refund it in full, within 7 to 10 working days.

If we fail to meet the uptime commitment published for your plan in a given calendar month, you can claim a service credit against your next invoice. Credits are calculated on the affected month’s fee and applied to your account rather than returned as cash.

If we withdraw a service entirely, or are unable to restore it within a reasonable period, we will refund the unused portion of the term you have paid for, pro rata, within 7 to 10 working days.

Send us a request in one of these ways:

1. Open a billing ticket from the client portal — the fastest route, as it arrives with your account already identified.
2. Email [email protected] from the address registered on your account.

Please include:

• The invoice number or transaction ID of the payment.
• The domain or service the request relates to.
• A short note on why you are cancelling — it is not a condition of the refund, but it is how we find out what to fix.

We acknowledge every request within one working day and confirm the outcome in writing.

If you believe a charge is wrong, contact us first. Almost every dispute is a billing error we can correct in a day or two, and raising it with us directly is far quicker than a bank dispute.

Where a chargeback is raised against a legitimate charge without contacting us, we may suspend the associated services until the dispute is resolved, and may recover any fee the payment processor charges us for handling it.

Questions about this policy, or about a refund already in progress:

• Billing: [email protected]
• Phone: +880 1817 394 826 (Sunday – Thursday, 10:00 – 18:00 (GMT+6))
• Post: see our contact page for the registered address.