Cancellations and Refunds Policy

Afrisol Technologies Cancellations and Refund Policy was last modified on August 30, 2024.

The act of discontinuing a Service or a Product provided by Afrisol Technologies is defined as an act of Cancellation. The customer agrees that a Cancellation request can be submitted anytime upon submitting the request via the Client Dashboard or by opening a ticket in our Billing Department.

During the process of cancelling a Product or a Service, Afrisol Technologies will attempt to resolve the reason for the Cancellation request if such is provided and act in the best interest of the client. In case the Product or Service is no longer suitable for the customer, Afrisol Technologies will act in compliance with our Terms of Service policy.

Billing and Renewal policy

Any Product or Service provided by Afrisol Technologies is billed regularly depending on the chosen by the customer during the order process Billing Cycle. If a customer would like to cancel a recurring service, they have to submit a cancellation request via the Client Dashboard or to submit a ticket in our Billing Department.

The web hosting solutions offered by Afrisol Technologies are subscription-based products. As such, every product is renewed automatically in order to ensure that:

  • The customer's website will be accessible.
  • The data uploaded by the customer on their web hosting account is safe.
  • The customer's domains are renewed in time.

Renewal payments are not covered by the advertised money-back guarantee.

If the customer submits a cancellation request before the renewal date of any purchased product from Afrisol Technologies but less than seven (7) days before the renewal date, we can issue a refund equal to the amount paid minus the cost of the purchased product for a single month of the new term according to the regular monthly price.

If the customer fails to submit a cancellation request before the renewal date or has submitted the cancellation request past or on the renewal due date of the purchased service, then a refund will not be issued.

If the customer fails to submit a cancellation request entirely, Afrisol Technologies will generate a renewal invoice fourteen (14) days prior to the renewal date and attempt to charge any saved payment method on file seven (7) days prior to the renewal date of the purchased service. If unsuccessful, another attempt will be made on the renewal due date.

Customer obligations in regard to the renewal of purchased serviceCard

The customer is obliged to:

  • Know their purchased product renewal date. Afrisol Technologies will send a couple of emails before the renewal date to let customers know that their purchased web hosting product is coming up for renewal. The first email is sent fourteen (14) days prior to the renewal date; The second email is sent seven (7) days prior to the renewal date; The third is sent on the actual renewal date. 
  • Ensure that their email address is correct. 
  • Ensure that Afrisol Technologies can send emails to the provided email address. It is recommended the customer to whitelist the domain name afrisoltech.co.keso they will always receive important emails.

The customer agrees that purchased or renewed addon serviceCard or any third-party serviceCard offered by Afrisol Technologies are not refundable no matter when the cancellation request is submitted.

The customer agrees it is their sole responsibility to ensure all payment information is correct and up to date, as well as all outstanding invoices are paid if the service should be cancelled before the service due date.

Renewal payments for Products or Services with Afrisol Technologies should be submitted not later than 24 hours after the product due date. If the customer does not submit a payment within that period, Afrisol Technologies reserves the right to suspend the customer’s account until renewal payment is submitted. Afrisol Technologies is not obligated to inform the customer, however, we will do our best to do so before suspending the service.

The customer agrees and acknowledges that a web hosting product purchased under the terms of any ongoing promotion will be renewed at the regular price of the product (also referred to as a renewal price) unless the promotional terms state otherwise. An attempt to purchase an additional web hosting service from a separate client account or from the same client account for hosting domains and websites previously hosted by Afrisol Technologies will be considered a breach of this Agreement. Afrisol Technologies reverses the right to run regular checks for all clients’ accounts. If a domain name was previously hosted under another web hosting account, the plan could be suspended without previous notice, among other actions mentioned below.

The customer acknowledges and agrees that if they wish to continue hosting the respective domain name with Afrisol Technologies, they are obligated to cover the corresponding renewal payment of their original hosting account holding that particular domain name. In case the payment is not covered, the customer will have to migrate their data from the plan that was purchased initially to the new plan without assistance from our support. Afrisol Technologies reserves the right to decline the 45-day money-back guarantee and to refuse to provide technical support for the above-mentioned serviceCard as per the breach of the Agreement.

The customer agrees that any non-renewed Shared Web Hosting account will be kept on our servers for not more than 5 calendar days after the due date passes. After that period, if renewal payment is not received, any data related to the Web Hosting account as well as the whole Web Hosting account will be deleted. This includes the Web Hosting account, all of the generated backup copies as well as any data related to the Web Hosting account.

In case the type of used Web Hosting Service is VPS or Dedicated Server, the customer is obligated to renew the service either prior or on the due date of the service. If the customer fails to submit the payment within 24 hours after the due date becomes effective, all data related to the Product or Service will be deleted. This includes all accounts created on the VPS or Dedicated Server as well as all backup copies generated for the same and all information or data associated with the non-renewed service. Furthermore, in the case that the service is a Dedicated Server, the whole server may be completely dismantled.

Service Cancellation A Product or Service can be cancelled either by the customer or Afrisol Technologies. No third-party service, entity, or jurisdiction can request nor achieve service cancellation on a client’s behalf.

Service Cancellation by the Customer

For a Product or a Service to be cancelled by our customers, a proper cancellation request must be submitted. To submit a Cancellation, Request the customer must use either the cancellation option from within the Client Dashboard or the customer should submit a cancellation ticket explaining the reason for the cancellation in our Billing Department. The customer agrees and acknowledges that there are exactly two types of service cancellation depending on the period chosen by the customer in their Cancellation Request:

  • Immediate Cancellation – the service will be cancelled immediately after the cancellation request is approved by Afrisol Technologies.
  • Next Due Date Cancellation – the service will remain active until the next due date and when the date comes the service will be automatically cancelled.

The customer acknowledges and agrees that Afrisol Technologies will keep a copy of the Shared Web Hosting account for not more the 5 days after the cancellation request becomes active and the Product or Service is cancelled. After that period any data associated with the customer’s Shared Web Hosting account will be permanently deleted with no option for the same to be restored. That includes the whole Shared Web Hosting account as well as any backups generated for the same.

For VPS or Dedicated Server serviceCard, the data will be kept for no more than 24 hours after the cancellation of service become effective. After that period the whole server will be removed meaning that all data hosted on the same will be permanently deleted with no option for the same to be restored.

Afrisol Technologies cannot be held responsible for any data loss due to Service suspension or termination. It is the customer’s sole responsibility to keep the data of their Web Hosting accounts fully backed up remotely for any loss of data to be avoided.

Service Cancellation by Afrisol Technologies

The customer agrees and acknowledges that any Product or Service offered by Afrisol Technologies can be cancelled by Afrisol Technologies with or without reason. Cancelled by Afrisol Technologies serviceCard are not subject to partial or full refund nor is Afrisol Technologies obligated to give any prior notice to the customer. Afrisol Technologies will not be held responsible for any loss of data in case the service is cancelled by us.

The customer agrees that the reason for the cancellation of service by Afrisol Technologies can be but is not limited to:

  • Violation of Afrisol Technologies Terms of Service.
  • Involvement of the Web Hosting account in illegal or forbidden by the Afrisol

Technologies Terms of Use activities.

If such a reason arises, Afrisol Technologies will act according to the severity of the violation. In most cases, we will try to resolve it first before committing to the complete termination of service. This means that we will open a Support Case with a complete description of the violated terms and give our customers respectful time to resolve the outstanding case:

  • 7 days for our Shared Web Hosting products.
  • 3 days for our VPS and Dedicated Servers products.
  • No refund for the cancelled service.

The period starts immediately after a case is being open in our ticketing system. The customer is solely responsible for being aware of the case as well as for resolving the case according to the provided time frame.

Immediately after the cancellation takes place Afrisol Technologies will provide a backup archive to the customer containing all customer data hosted on the cancelled/terminated service. The backup archive will be available for 7 calendar days after the same is being made available for download. It is the customer’s responsibility to ensure that the backup archive is being downloaded completely within the timeframe given by Afrisol Technologies.

In case the reason for the cancellation of service by Afrisol Technologies is different than a Terms of Service violation by the customer, Afrisol Technologies will issue a prorated partial refund for the remaining months of service the Web Hosting product or service has been prepaid for. The amount of the refund is calculated on the following basis: the full prepaid amount minus the remaining months of service multiplied by the price per month of the canceled service. Afrisol Technologies will provide a few options for the customer to choose from when it comes to receiving a refund. In case PayPal is being used as a payment method, the refunded amount will be automatically sent to our customer’s PayPal account.

Money-Back Policy

Our Money Back Policy covers initial orders of Shared hosting, Reseller Hosting, Virtual Private Servers, and Dedicated CPU Servers. Afrisol Technologies will fully refund the Web Hosting payment submitted by the customer if the cancellation request meets the following requirements:

  • The cancellation request is submitted in the first 45 days after a Shared Web Hosting product or service becomes active.
  • The cancellation request is submitted in the first 7 days after a VPS or Dedicated Server product or service becomes active.

The cancellation request is not eligible for a full refund when:

  • A Shared Hosting upgrade or Reseller Hosting upgrade or extra service is active for more than 45 days.
  • A Shared Hosting or Reseller Hosting is purchased on a Monthly Billing Cycle.
  • An additional Shared Hosting account is purchased in order to avoid the renewal of the original service. 
  • VPS and Dedicated Servers are active for more than 45 days.
  • The customer agrees that in case a domain name has been registered or transferred for free as part of Afrisol Technologies Products and Services, upon cancellation of service a fee will be withheld equal to the costs of domain transfer/registration service.

Chargebacks and Disputes

The customer agrees and acknowledges the right of chargebacks. Before submitting such the customer is obligated to inform Afrisol Technologies on the reasons forced them to submit a chargeback or a dispute with PayPal. Afrisol Technologies will always work with our customers to resolve any outstanding payment issues before a chargeback or a dispute is being raised.

The customer agrees and acknowledges that if a chargeback or a dispute is being raised, Afrisol Technologies will suspend the access to the Web Hosting product or service related to the case. To activate any suspended Web Hosting Service due to chargeback or dispute, a customer has to ensure that the dispute or chargebacks are being cancelled or in case completed that any outstanding balance is being paid. General Refund Process

a. Service(s) must be cancelled before a refund can be issued

b. You will not be entitled to a refund if your domain name has been flagged as suspicious, is considered to be registered for improper use, or is registered in breach of our Terms of Service.

c. You will not be entitled to a refund if your service is suspended or terminated as a result of a breach of our Terms of Service.

d. You will not be entitled to a refund if your service is downgraded.

e. All eligible refunds will be automatically credited to your client account with Afrisol Technologies, unless you specifically request for a cash refund. Money refunded into your client account can be used at a later date to pay for other products and serviceCard. You can view your credit balance by logging into your client account and going to the "Available credit" section on your client area dashboard.

f. If you have requested a cash refund, Afrisol Technologies will only give such a refund where the account details you have provided for the refund are an exact match with that from which we received your payment. In event of any discrepancy in the account details, an eligible refund will only be made into your client account.

g. Requests for cash refunds will be processed and completed within a minimum of 5 days and a maximum of 15 days from the date of request. All cash refund requests are subject to an administrative fee which will be deducted from the amount to be refunded to you. In the event that the amount to be refunded is less than the administrative fee i.e bank charges, you will only be entitled to a refund into your client account.

h. Unless you specifically request a cash refund, purchases made via any online payment gateway processor i.e. PayPal, etc may be refundable via the source of payment and Afrisol Technologies is not responsible for any additional charges imposed by the online payment processing company.

i. On no account will the same product or service be entitled to a refund more than once.

j. All deposits made into the Wallet are not refundable and cannot be withdrawn. 

k. No portion of your Wallet Balance may be transferred to another Afrisol Technologies.com account. 

l. This Refund Policy for Afrisol Technologies Wallet may be amended from time to time.

Overpayment

If we become aware that you have overpaid for any product or service, we will automatically credit the amount of that overpayment to your Afrisol Technologies account where you can use it to pay for other products or serviceCard at a later date. You will be able to see this credit by logging into your account and going to the Available credit section on your client area dashboard.

If you wish for an overpayment to be refunded to your bank account, you must send a request for a refund to finance@afrisoltech.co.ke The request must give required details including the invoice number for which the overpayment was made, date of payment, method of payment (including, where applicable, bank details from which payment was made) and amount of overpayment.

Once we have received your request, it will be dealt with in accordance with this Refund Policy.

Web Hosting

  • Annual shared hosting and reseller hosting purchases must be cancelled within 30 days of purchase to be eligible for a refund.
  • Cancellation requests for monthly, quarterly, and semi-annual web hosting plans must be made within 72 hours of purchase to be eligible for a refund.

The money-back guarantee does not apply to most add-on products, such as domains, given the unique nature of their costs.

Web Hosting with Domain Registration

a. If you have purchased an annual web hosting package with free domain registration, you may cancel your purchase and request a refund within the 30 days from the date of purchase. Please note that domain registrations are not covered under this money- back guarantee and are non-refundable therefore, the market value cost of the domain registration in your web hosting package will be deducted from the amount to be refunded to you.

SSL Certificates

  • Comodo & Certum SSL Certificates which have been issued must be cancelled within 5 days of purchase to be eligible for a refund.
  • For certificates that have been purchased but not yet issued, it can be cancelled and refunded only if you request cancellation within 30 days from the purchase date.
  • If the cancellation/refund request for an issued or non-issued certificate is submitted after the stipulated grace periods are over, the refund will not be honoured.

Non-Refundable Products and Services

The following products and serviceCard are non-refundable once purchased:

  • Virtual Servers
  • Domain registrations, transfers & renewals
  • Cloud hosting
  • Local servers
  • SiteLock
  • CodeGuard
  • SpamExperts email filter
  • MarketGoo
  • Bizgrowth Projects
  • Website Projects
  • Site Builder
  • Google Workspace
  • Microsoft 365
  • Email Hosting
  • cPanel Cloud Hosting

Despite domain names being non-refundable, there is one exception. In the case of an unsuccessful attempt to either register or transfer a domain name, the fees will be automatically credited into client’s account.

Refunds for serviceCard that have not yet been installed or set up after one month of purchase will be automatically credited into your client account and this may be used to either repurchase the same service or other serviceCard.

Payments Issues

If you mistakenly made any payment in error (e.g. Double payment for an invoice, enabling of automated payment, wrong transfer of funds, debited more than once on a transaction, etc) we will automatically credit the amount of that overpayment to your Afrisol Technologies client account where you can use it to pay for other products or serviceCard at a later date. You will be able to see this credit by logging into your account and going to the "Available credit" section on your client area dashboard.

If you wish for this payment made in error to be refunded you must send a request for a refund to finance@afrisoltech.co.ke. The request must give required details including date of payment, method of payment (including, where applicable, bank details from which payment was made or transaction ID for online payment), invoice number where applicable, and amount of payment.

If you have an issue with online payments or other payment charges, you should contact us regarding the issue before you contact your bank or the payment processing company (e.g Paypal, flutterwave, etc) to request a chargeback or reversal of the charges. Once we have received your request, it will be dealt with in accordance with this Refund Policy.

How to Cancel your Web Hosting Account

Cancel your account by following the steps below:

  • Log in to your client area
  • Click on the Services -> My Services
  • Click on the View Details button beside the service you would like to cancel
  • Click on the Management Actions tab and then click on the Request Cancellation link
  • You will receive an automatic reply confirming we have your request
  • Wait for a separate cancellation confirmation email (up to 48 hours later)
  • Reply back to the cancellation confirmation email and ask for your refund
  • You must get written confirmation from Afrisol Technologies stating the amount of your refund and requesting your account details
  • Please allow up to 15 days for your account to be refunded

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