Summary
You can ask for a refund within 7 days of your service becoming active. We do not refund periods of a service that has already been used, except where the law requires it.
Before you pay
You can cancel an order at any time before you pay. You owe nothing.
After you pay
- Within 7 days of activation. You may ask for a refund. If we have not yet set up your service, you receive a full refund. If we have set it up, we refund the price minus the part of the period already used, counted in whole days.
- After 7 days. We do not refund a period that has started, because the service has been provided.
- Licences. A licence that has been activated and issued with a key is not refundable, unless the software does not work as described and we cannot fix it.
- Domain names. Registration fees paid to a registry are not refundable once the domain is registered.
- Our fault. If we cannot deliver the service you paid for, we refund the whole amount for the undelivered part.
- The law. Nothing here limits refund rights that the law of Uganda or of your country gives you.
How to ask
Contact us using the details on our contact page. Give your order number and the reason. We reply within 5 working days.
How we refund
- We pay the refund back to the method you paid with, or to the account you paid from. If that is not possible, we agree another way with you in writing.
- Refunds are recorded on our system as their own entry against your payment, with the amount, the reference and the date. We never edit or delete the original payment.
- Card and bank refunds can take several working days to reach you after we send them.
- The receipt and invoice are not changed. If a document needs correcting, we void it and issue a new one.
If you disagree
If you think we decided wrongly, reply with your reasons and we will review the decision again.