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Refund and Returns Policy

Clear, fair refund standards backed by our 30-Day Money Back Guarantee for shared hosting, auDA registry grace periods, and Australian Consumer Law guarantees.

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100% RISK-FREE GUARANTEE

30-Day Money Back Guarantee for Shared Cloud Hosting

We are confident that our Australian NextDC cloud hosting infrastructure will exceed your expectations for speed, stability, and customer service. If you are not completely satisfied with our shared or business cloud hosting services within the first thirty (30) calendar days from your initial account activation date, we will issue a 100% full refund of your base hosting subscription fees—no tricky loopholes, no complicated barriers.

1. Non-Refundable Services & Third-Party Registry Fees

While our hosting services carry an unconditional 30-day money back guarantee, certain products incur immediate, irrevocable hard costs charged by wholesale registries and external licensing bodies:

  • Domain Name Registrations & Renewals: Registry fees paid to auDA, Afilias, Verisign, or ICANN are non-refundable once the domain string has been successfully registered. (See Section 2 regarding the strict auDA 3-day grace window).
  • SSL Certificates: Dedicated commercial certificates issued by Sectigo or DigiCert are non-refundable once cryptographic generation and domain validation are completed.
  • Dedicated IP Addresses: Monthly allocations for dedicated IPv4 subnets are non-refundable.
  • Custom Development & Emergency Repairs: Engineering labour hours expended on custom web design, database repair triage, malware disinfection, and bespoke PHP development are non-refundable once technical work has been delivered.

2. auDA 3-Day Domain Registry Grace Period

Under official auDA (au Domain Administration) registry policy, newly registered .com.au and .net.au domains enter a strict 3-day registry deletion grace period immediately following the moment of registration.

If you made an accidental typographical error when registering your domain, you must open an urgent support ticket within 72 hours of order placement. If notified within this window, our team can delete the domain at the central registry level and refund your payment, minus a modest $15 AUD administrative handling and registry transaction charge.

3. Managed WordPress Care Plans & Cancellation Procedures

Our WordPress Care Plans are billed on a flexible monthly subscription cycle with zero lock-in contracts:

  • Cancellation Window: You may cancel your Care Plan at any time directly through the WHMCS client portal. To avoid being charged for the subsequent monthly billing cycle, cancellation requests must be logged at least seven (7) days before your scheduled invoice renewal date.
  • Proration Policy: Because our engineers allocate dedicated server resources, security monitoring slots, and staging environments at the start of each month, partial-month refunds or prorated credits are not issued for mid-cycle cancellations. Your care plan benefits remain fully active until the end of the paid billing period.

4. SLA Service Credits & Account Balances

In the event that our core network or server infrastructure fails to meet our 99.9% uptime commitment in any given calendar month, compensation is issued as Service Credits applied directly to your WHMCS account balance, as detailed in our Terms & Conditions SLA schedule.

Service credits do not expire, cannot be transferred between accounts, and cannot be redeemed for cash or credit card refunds. They are automatically deducted from future renewal invoices for hosting, domains, or maintenance services.

5. How to Request a Refund & Dispute Resolution

To request a refund under our 30-Day Money Back Guarantee or report a billing discrepancy:

  1. Log in to your Client Service Centre account at client.websitemanagementservices.com.au.
  2. Navigate to Support Tickets > Submit Ticket and choose the Billing & Invoicing department.
  3. State your invoice number, domain name, and the specific reason for your refund request.

Approved refunds are processed through Stripe back to the original funding payment method within 3 to 5 business days, in accordance with standard Australian banking processing schedules.

Need help with your invoice or account cancellation?

Our Gold Coast billing team is available during Australian business hours (AEST) to answer questions and process account updates.

Questions about our refund policy?

Call us on 1300 662 492 or send us a message and we’ll help.

Contact us