Refund & Billing Policy
Last updated: June 18, 2021 • Transparent terms on charges, renewals, and refunds
30-Day Unconditional Money-Back Guarantee
Risk-free web hosting for all new shared and cloud hosting plans
Our Hosting Services carry an unconditional thirty (30) day satisfaction guarantee. If you are not completely satisfied with our performance or support, contact us via the Client Portal within 30 days of the Effective Date for a swift refund of your hosting fees.
1. Purpose & Scope
This is Ovation Hall’s (“Ovation Hall”, “we”, or “our”) Refund & Billing Policy. This policy explains how we charge customers for use of services (as defined in our Terms of Service) and answers questions regarding charges, refunds, cancellations, and billing disputes.
2. Automatic Renewal Policies
Hosting Package Renewals
To prevent unexpected website downtime, all web hosting plans are set to automatically renew on their renewal date. Your next renewal date is clearly listed on every invoice as well as inside the client portal services view.
Domain Name Renewals (30 Days Prior)
Domain names are set to automatically renew thirty (30) days prior to their expiration date. This ensures seamless continuity and prevents domains from lapsing or redirecting to registrar parking pages. If paying manually (e.g. Mobile Money), invoice payment must be settled before this period to avoid registry hold.
Suspension & Overdue Accounts
Accounts with invoices more than thirty (30) days overdue will be automatically suspended. All overdue balances must be cleared to reactivate suspended services. After 30 days in suspension status, unrenewed accounts and stored data are subject to permanent termination.
3. Responsibility for Payment
You are responsible for all fees associated with your account. Renewal invoices are generated thirty (30) days prior to the first day of the renewal term. If you use a payment method capable of automatic charging (e.g. Credit Card or pre-authorized billing agreement), charges will process automatically on the due date. New orders left unpaid after seven (7) days will be canceled automatically.
4. Money Back Guarantee Rules & Exclusions
- First 30 Days: Full refund of core hosting package fees upon cancellation request submitted through the client portal.
- After 30 Days: Prorated refunds are issued, rounded up to the next full month of service. Partial months are not refunded.
- Beyond 120 Days: Any refund request approved after 120 days from the effective payment date is processed solely via PayPal.
- Non-Refundable Third-Party Fees: Domain registration and transfer fees, setup fees, and custom migration fees are non-refundable under any circumstances.
- SSL Certificates: Dedicated SSL certificates feature a twenty-five (25) day refund window from the exact purchase timestamp.
- Free Domain Promotions: For packages bundled with a free promotional domain (.com, .net, .org), the standard retail price of the domain is deducted from any refund upon cancellation. You retain full ownership and DNS control of the registered domain.
5. Refund Methods & Disbursements
Refunds are credited back through the original payment channel whenever feasible:
Reversed to the original card on file.
Refunded directly back to your MoMo wallet.
Reversed to your verified PayPal account.
6. Payment Methods, Currencies & Service Credits
We accept Visa, MasterCard, Discover, American Express, PayPal, Bank Transfers, and Mobile Money (MTN, Vodafone/Telecel, AirtelTigo).
Multi-currency conversions follow our posted checkout rates. Service credits awarded during billing disputes or promotional offers hold no cash value and cannot be redeemed for fiat currency.
7. Upgrades, Downgrades & Migrations
Plan Upgrades
Upgrading to a higher plan is free. We will migrate your data between servers at no additional cost upon paying the prorated price difference.
Plan Downgrades
When downgrading, the price difference is placed on your account as a service credit for future invoices. A $25 migration fee may apply.
⚠️ Billing Errors & Chargebacks
If you notice an error on an invoice, please submit a ticket to our Billing Department within ninety (90) days so we can correct it.
Please reach out to us before filing a bank dispute or chargeback. Unverified chargebacks incur a fifty-dollar ($50) investigation fee, and associated hosting services will be temporarily suspended pending resolution.