PalmHost Refund Policy

Last Updated: May 2026

1. Introduction and Scope

1.1. This Refund Policy (“Policy”) sets forth the terms and conditions governing refund requests for the services provided by PalmHost and its web design division, PalmWeb (collectively “Company,” “we,” “our,” or “us”). This Policy is a fundamental component of our Terms and Conditions and applies to all Services accessed via our primary websites as well as associated subdomains, including but not limited to our billing portal and control panels.

1.2. By purchasing or using our Services, the Customer (“you” or “Customer”) agrees to be bound by the terms of this Policy. In instances where Web Design Services are delivered in connection with hosting and a complimentary domain, the refund entitlements for each component shall apply separately as detailed herein.

1.3. Notwithstanding the prepaid nature of our Services, PalmHost acknowledges its obligations under the South African Consumer Protection Act (“CPA”), to the extent such obligations apply to custom-built digital goods and prepaid digital infrastructure.

2. General Provisions

2.1. Prepaid Services: All Services provided by PalmHost are prepaid. Accordingly, the refund limitations set forth herein reflect the hard costs, software licensing, and labour risks inherent in providing digital infrastructure.

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.

3. Specific Services and Refund Terms

3.1. Web Hosting, Managed Hosting, and Email Hosting

3.1.1. Monthly Subscription Plans: Customers may cancel monthly subscription plans at any time. However, due to the automated provisioning of server resources, refunds for the current monthly subscription shall only be provided if the cancellation request is received within seven (7) days of the initial payment date and there has been no violation of the Fair Usage Policy.

3.1.2. Annual and Extended Plans: For extended prepaid subscription plans (i.e., annual plans), refunds requested within the first fourteen (14) days will be honoured on a pro-rata basis, subject to the Free Domain Deduction clause (Section 3.2.2). After 14 days, no refunds shall be issued.

3.2. Domain Registration & Transfers

3.2.1. Strictly Non-Refundable: Fees for domain name registrations, renewals, and transfers are strictly non-refundable the moment the registration is submitted to the registry. The Customer acknowledges that these costs are remitted to third-party registrars and are non-recoverable.

3.2.2. The Free Domain Deduction: If a Customer receives a “free” domain registration as part of an annual hosting plan promotion and subsequently requests a hosting refund within the eligible time frame, the standard, non-discounted retail price of the domain name will be deducted from the total refund amount. The Customer will retain full ownership of the domain.

3.3. Web Design Services (PalmWeb)

3.3.1. Once-Off Web Design:

• Refunds are only permitted if requested before any design work, onboarding, or staging environment setup has commenced.
• If work has commenced, but the delivered design does not conform to the agreed initial scope, a partial refund may be considered at PalmHost’s sole discretion. PalmHost reserves the right to retain up to 50% of the total design fee to cover non-recoverable administrative and creative labour.

3.3.2. Web Design Subscriptions (Website as a Service / WaaS):

• Setup Fees: The initial upfront Setup Fee (e.g., for the Digital Business Card, Local Service Site, or Growth Site) covers immediate deployment labour and is strictly non-refundable once the template staging or domain connection has commenced.
• Monthly WaaS Fees: Monthly subscription fees for renting the website and hosting infrastructure are non-refundable once the site is live.

3.4. Add-ons and Technical Services

One-time technical services—including but not limited to Remote Email Configuration, Website Migrations, WordPress Quickstart Setups, and Premium E-Commerce Integrations—are strictly non-refundable once the service has been initiated by our technical team.

4. Cooling-Off Period and Refunds for Defective Services

4.1. Cooling-Off Period: For purchases made exclusively through direct marketing channels, the Customer is entitled to a cooling-off period under the CPA. Cancellation within five (5) business days of purchase, provided that no Services have been rendered or provisioned, shall result in a full refund.

4.2. Material Defects: For any Service that is materially defective or actively failing to meet industry standards (e.g., sustained server downtime not covered by Force Majeure), the Customer may request a pro-rata refund. Such a request must be submitted with accompanying technical evidence.

5. Refund Request Procedures

5.1. Submission: Refund requests must be submitted formally via the designated support ticket system accessible on the client billing portal or by emailing [email protected]. Each request must include the invoice number, a detailed explanation of the claim, and any relevant supporting documentation.

5.2. Processing: Once a refund request is approved, the Customer must provide verified banking details. Refunds will be processed via Electronic Funds Transfer (EFT) within fourteen (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 mid-cycle, no direct monetary refund will be issued. Instead, a pro-rata credit will be applied to the Customer’s PalmHost billing account, to be used solely toward future subscription invoices 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.

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.

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