Refund Policy

We have prepared this Refund Policy to explain when you can request a refund with respect to products and services acquired from Asushot limited or through us from our partners and/or affiliates (collectively “Services”).

General Terms

General terms apply to all refund eligible Services. In addition, there may be special term(s) that apply to a specific product and/or service and those are outlined below.

• In no event is the same Service eligible for more than one refund.
• Service(s) must be cancelled before we can issue a refund.
• No refund will be made for domains involved in Trademark Infringement. It includes domains that are the subject of and/or involved in a Trademark Infringement allegation and/or proceeding.
• No refund will be made if your Service(s) are suspended or terminated for cause.
• If purchased Service(s) include free domain name registration as part of a promotion or sale of the Service(s), and you cancel the purchased Service(s), the standard price for the domain name will be deducted from the refund amount. If the refund amount is less than the standard price for the domain, you must either elect to pay the difference or forfeit the domain, in which case, ownership of the domain will revert back to Asushot limited.
• All refunds are processed in Kenya Shillings: you, the customer, bear sole responsibility for any fluctuations in the exchange rate(s) between the time of payment and the time of refund.
• Unless you request otherwise, refunds will be credited to your Asushot limited account balance. Purchases made using Asushot limited account funds can only be refunded as account credit. Purchases made by credit card and PayPal may be refundable to the original source of payment. Refunds are not possible for cryptocurrency deposits. Asushot limited is not responsible for any additional charges imposed by your credit card company or PayPal payment processor in the case of refund.
• Any processing fee(s) will be deducted from a refund.

Additional refund requirements may apply based on specific terms and conditions notified to you when purchasing any Service(s).

Special Terms
Domain Name Registration

• Unless this Refund Policy specifically provides for a refund, all fees for domain name registrations and related domain name Service(s) are non-refundable, in whole or in part, even if your domain name registration is suspended, cancelled or transferred prior to the end of your then current registration term.
• New domain name registrations may be refundable, at the sole discretion of Asushot limited, if you, the registrant, cancel the domain name registration for a valid reason and the cancellation is processed within 5 days (120 hours) after registration. Please note that, in some cases, cancellation and refund are not available for new domain registrations due to restrictions imposed by the applicable registry or registry operating company.
• No refunds are available for fees paid for After Market Domain Names unless your After Market Domain Name registration is rejected or cancelled by Asushot limited, the registry or the third party seller.
• No refunds are available for the Asushot limited Aftermarket subscription.
• No refunds are available for fees paid for Premium Domain(s).
• No refunds are available for fees paid for any of the following:

Additional fees paid for Pre-Orders, Sunrise or Landrush periods or participation in an Early Access Program; or

Fees paid for related Service(s).

In the case of an unsuccessful attempt to transfer a domain name to Asushot limited, we will automatically refund any fees paid as an account credit.

Domain Name Renewal

• Unless this Refund Policy specifically provides for a refund, all fees for domain name renewals and related domain name Service(s) are non-refundable, in whole or in part, even if your domain name is suspended, cancelled or transferred prior to the end of your then current registration term.

1. A domain name renewal may be refundable, at the sole discretion of Asushot limited, if you, the registrant, cancel the domain name renewal for a valid reason and the cancellation is processed within 5 days (120 hours) after renewal for the most of TLDs. Please note that, in some cases, cancellation and refund are not available for domain renewals due to restrictions imposed by the applicable registry or registry operating company.

• It is not possible to cancel renewals for:

**.AU,

.CH,

.CM,

.CX,

.DE,

**.ES,

.EU,

.FR,

.IS,

.LI,

.NL,

.NU,

**.PE,

**.PH,

**.SG,

.TO,

**.UK,

.WS,

.CA.

Web Hosting

• Unless this Refund Policy specifically provides for a refund, all fees for Web Hosting and related Service(s) are non-refundable, in whole or in part, even if your Web Hosting Service(s) are suspended or terminated prior to the end of your then current contract term.
• Package fees for Shared Hosting, Reseller Hosting, Master Reseller,VPS Hosting may be refundable, at the sole discretion of Asushot limited, if you, the account holder, cancel within thirty (30) days after purchase. Only first-time Shared Hosting,Cloud Hosting, Reseller Hosting, Master Reseller,VPS,wordpress etc Hosting are eligible for the 30-day money-back guarantee.
• Renewals of Web Hosting may be refundable, at the sole discretion of Asushot limited, if you, the account holder, cancel your hosting within forty-eight (48) hours after the renewal. In other cases a prorated refund may be provided upon consideration.
• No refunds are available for the following:

1. Any additional features, services or upgrades added to your Web Hosting package and purchased at additional fee;
2. Any fees related to domain name registrations associated with your Web Hosting package;

Private Email Hosting

Unless this Refund Policy specifically provides for a refund, all fees for private email hosting and related Service(s) are non-refundable, in whole or in part, even if your private email hosting Service(s) are suspended or terminated prior to the end of your then current contract term.

New purchase or renewal of a paid Private Email service may be refundable, at the sole discretion of Asushot limited, if you, the account holder, contact us to cancel the Private Email subscription for a valid reason and the cancellation is requested within 7 days after the charge.

SSL Certificates

Unless this Refund Policy specifically provides for a refund, all fees for SSL Certificates are non-refundable, in whole or in part.

If a refund is available, fees for SSL Certificates will be refunded in the form of an account credit.

In order to qualify for a refund you must do one of the following within ninety (90) days after purchase: that is, you must 1) obtain issuance and thereafter make a written request for a refund within fifteen (15) days of that date; 2) attempt at issuance and be unsuccessful, in which case the refund will be credited to your account automatically; or 3) make no attempt at issuance but make a written refund request to Asushot limited.

PremiumDNS

Unless this Refund Policy specifically provides for a refund, all fees for PremiumDNS and related Service(s) are non-refundable, in whole or in part, even if your PremiumDNS Service(s) are suspended, cancelled or transferred prior to the end of your then-current contract term.

Fees for the Services may be refundable, at the sole discretion of Asushot limited, if you cancel the Services within five (5) days after purchase.

Apps Marketplace

In most cases, Apps purchased or renewed through our Apps Marketplace may be refundable, at the sole discretion of Asushot limited, if you request cancellation and refund within twenty-four (24) hours after purchase/renewal.

No refunds are available for Apps which provide immediate, one-time service and/or incur fees directly related to the product provided: such as, but not limited to, asushot limited Legal and Business Card Maker.

If you purchase an App that provides for a trial period, you must cancel within the trial period to be eligible for any available refunds. That is, if you participate in a free trial period and thereafter continue to access or use the App after the trial period has passed, no refund is available.

Non-refundable Services

All other Services are non-refundable, including but not limited to:

G Suite upgrades and downgrades;

Transfers or renewals of domain name registrations;

Fees for recovery or reactivation of domain names;

Any Services purchased or acquired at a reduced fee or on promotion; or

Any fees paid by you to Asushot limited for providing non-service related support.

Refund Requests

If you think you are eligible for a refund, you can submit a helpdesk ticket. You must include the following information in your request:

Acknowledging that you have read our Refund Policy

Why you are asking for a refund;

Transaction identifying information (e.g. account username, support pin, transaction number, domain name, date of purchase)

Once submitted, we will review your request and may require that you provide additional information. You acknowledge that you must provide a timely response to information requested. Failure to provide the information we need to evaluate your request may result in a closure of your request. Therefore, we ask you to please check your inbox so that we can provide the best support possible.

Contacts

If you have questions about our Refund Policy, you can contact Asushot limited at support@asushost.co.ke

You may also contact us at:
Asushot.co.ke
01000-4600 Thika Gateway Plaza & Residence – Kenya
Room 14B
THIKA TOWN, 0792324518
KENYA
support@asushost.co.ke