PalmHost Refund Policy

Effective Date: 28 March 2025

1. Introduction and Scope

2. General Provisions

2.1. Prepaid Services: All Services provided by PalmHost are prepaid. Accordingly, the refund limitations set forth herein reflect the costs and risks inherent in prepaid transactions.

2.2. Modifications: PalmHost reserves the right to amend or update this Policy at any time. Any material changes will be published on our website, and continued use of the Services will signify your acceptance of such changes.

2.3. No Waiver: The failure or delay of PalmHost in enforcing any provision of this Policy shall not constitute a waiver of future enforcement of that or any other provision.

3. Specific Services and Refund Terms

3.1. Hosting Services

3.1.1. Monthly Subscription Plans

• Customers may cancel monthly subscription plans at any time.

• A refund for the current monthly subscription shall be provided only if:

  • The hosting service has not yet been rendered.

  • The cancellation request is received within 7 days of the payment date.

3.1.2. Extended Subscription Plans (Quarterly, Bi-Annual, Annual)

• For extended prepaid subscription plans (i.e., quarterly, bi-annual, or annual plans), no refunds shall be issued once the Services have been fully provisioned and access has been granted.

• Refunds under these plans will be available solely in cases of material defects as set forth in Section 4.2.

3.2. Domain Registration

• Fees for domain registration are non-refundable after successful registration.

• The Customer acknowledges that the costs associated with securing a domain are non-recoverable.

3.3. Web Design Services and Bundled Offers

Web Design Services Provided by PalmHost: Web Design Services are frequently bundled with a hosting package and a complimentary domain.

Bundled Services: In bundled offers:

• The refund treatment for the hosting component shall follow the stipulations in Section 3.1.

• The complimentary domain shall be governed by Section 3.2 (i.e., non-refundable).

• The web design component itself is eligible for a refund only under the following conditions:

  • The refund request is made before the commencement of any design work; or

  • In the event that the delivered design is materially defective or does not conform to the agreed specifications, a partial refund may be considered at PalmHost’s discretion, taking into account the time and effort already invested. In such cases, PalmHost may retain up to 50% of the design fee to cover administrative and creative work completed prior to the cancellation.

Standalone Web Design Services: Where Web Design Services are procured separately from any hosting or domain registration offer, the refund conditions outlined above for the design component shall apply.

4. Cooling-Off Period and Refunds for Defective Services

4.1. Cooling-Off Period for Unrendered Services

• For purchases made through direct marketing channels, the Customer is entitled to a cooling-off period.

• Cancellation within 5 business days of purchase, provided that no Services have been rendered, shall result in a full refund.

4.2. Refunds for Defective Services

• For any Service that is materially defective, not reasonably fit for its intended purpose, or not delivered in accordance with agreed specifications, the Customer may request a refund:

  • For Hosting Services and standalone or bundled Web Design Services, such a request must be submitted within 14 calendar days from the commencement of the Service.

• Important Exclusion: Domain registration fees, as noted in Section 3.2, are not eligible for refunds regardless of any claim of defect.

Note: The cooling-off period described in Section 4.1 applies exclusively to unrendered Services procured through direct marketing channels, while the 14-day refund right in Section 4.2 applies to material defects in rendered services (excluding domain registrations).

5. Refund Request Procedures

5.1. Submission: Refund requests must be submitted via the designated support ticket system accessible on the client zone portal (https://clientzone.palmweb.co.za/) or by emailing [email protected]. Each request should include relevant order details, a detailed explanation of the claim, and supporting documentation as needed.

5.2. Processing: Once a refund request is approved, the Customer must provide verified banking details for processing.

• Refunds will be processed via Electronic Funds Transfer (EFT) within 14 working days from the date of approval.

6. Downgrading of Services

• Should the Customer opt to downgrade a Hosting Service to a lower-tier package, no direct monetary refund will be issued.

• Instead, a pro-rata credit will be applied to the Customer’s PalmHost account, to be used solely toward future subscription fees or the purchase of new Services.

7. Governing Law and Dispute Resolution

7.1. This Policy shall be governed by and construed in accordance with the laws of the Republic of South Africa, including the CPA and other relevant statutes.

7.2. Any disputes arising out of or relating to this Policy shall first be resolved through amicable negotiations between the parties. Should negotiations fail, disputes shall be subject to the exclusive jurisdiction of the competent South African courts.

8. Final Provisions

8.1. Entire Agreement: This Policy, together with our Terms and Conditions, constitutes the entire agreement regarding refunds between PalmHost and the Customer.

8.2. Severability: If any provision of this Policy is determined to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

8.3. Amendments: PalmHost reserves the right to unilaterally modify or amend this Policy. Material changes will be communicated via our website.

By engaging our Services, you acknowledge that you have read, understood, and agree to be bound by the terms of this Refund Policy.