Cancellations and Refunds

The act of discontinuing a Service or a Product provided by Nakroteck is defined as an act of Cancellation. The customer agrees that a Cancellation request can be submitted anytime upon submitting the request via the Client Dashboard or by opening a ticket in our Billing Department.

During the process of canceling a Product or a Service, Nakroteck will attempt to resolve the reason for the Cancellation request if such is provided and act in the best interest of the client. In case the Product or Service is no longer suitable for the customer, Nakroteck will act in compliance with our Terms of Service policy.

Billing and Renewal policy

Any Product or Service provided by Nakroteck is billed regularly depending on the chosen by the customer during the order process Billing Cycle. If a customer would like to cancel a recurring service, they have to submit a cancellation request via the Client Dashboard or to submit a ticket in our Billing Department.

The customer agrees and acknowledges that a renewed product can be canceled anytime, however, the product is eligible for a full refund only if the new billing term has not yet started. If a cancellation request is submitted within 30 days after the renewal due date, we will issue a partial refund equal to the amount paid for the renewal minus the cost for the first month of the new term according to the regular price. In case a cancellation request has not been issued within 30 days after the renewal due date, the renewal payment will not be eligible for a refund. 

The customer agrees that purchased or renewed add-on services or any third-party services offered by Nakroteck are not refundable no matter when the cancellation request is submitted.

The customer agrees, it is their sole responsibility to ensure all payment information is correct and up to date as well as all outstanding invoices are paid if the service should be canceled before the service due date.

Renewal payments for Products or Services with Nakroteck should be submitted not later than 24 hours after the product due date. If the customer does not submit a payment within that period Nakroteck reserves the right to suspend the customer’s account until renewal payment is submitted. Nakroteck is not obligated to inform the customer, however, we will do our best to do so before suspending the service.

The customer agrees and acknowledges that a web hosting product purchased under the terms of any ongoing promotion will be renewed at the regular price of the product (also referred to as a renewal price) unless the promotional terms state otherwise.

An attempt to purchase an additional web hosting service from a separate client account or from the same client account for hosting domains and websites previously hosted by Nakroteck will be considered a breach of this Agreement.

Nakroteck reverses the right to run regular checks for all clients’ accounts. If a domain name was previously hosted under another web hosting account, the same service would be suspended with 24 hours prior notice.

The customer acknowledges and agrees that if they wish to continue hosting the respective domain name with Nakroteck, they are obligated to cover the corresponding renewal payment of their original hosting account holding that particular domain name. In case the payment is not covered, the account will remain suspended. If the customer fails to cover the difference, the overdue web hosting account will be terminated in 5 calendar days.

Nakroteck reserves the right to refuse to honor the 45-day money-back guarantee for the above-mentioned services as per the breach of the initial agreement.

The customer agrees that any non-renewed Shared Web Hosting account will be kept on our servers for not more than 5 calendar days after the due date passes. After that period, if renewal payment is not received any data related to the Web Hosting account as well as the whole Web Hosting account will be deleted. This includes the Web Hosting account, all of the generated backup copies as well as any data related to the Web Hosting account.

In case the type of used Web Hosting Service is VPS or Dedicated Server, the customer is obligated to renew the service either prior or on the due date of the service. If the customer fails to submit the payment within 24 hours after the due date becomes effective, all data related to the Product or Service will be deleted. This includes all accounts created on the VPS or Dedicated Server as well as all backup copies generated for the same and all information or data associated with the non-renewed service. Furthermore, in the case that the service is a Dedicated Server, the whole server may be completely dismantled.

Service Cancellation

 A Product or Service can be canceled either by the customer or Nakroteck. No third-party service, entity, or jurisdiction can request nor achieve service cancellation on a client’s behalf.  

Service Cancellation by the Customer

For a Product or a Service to be canceled by our customers, a proper cancellation request must be submitted. To submit a Cancellation Request the customer must use either the cancellation option from within the Client Dashboard or the customer should submit a Cancellation ticket explaining the reason for the cancellation in our Billing Department.

The customer agrees and acknowledges that there are exactly two types of service cancellation depending on the period chosen by the customer in their Cancellation Request:

• Immediate Cancellation – the service will be canceled immediately after the cancellation request is approved by Nakroteck.
• Next Due Date Cancellation – the service will remain active until the next due date and when the date comes the service will be automatically canceled.

The customer acknowledges and agrees that Nakroteck will keep a copy of the Shared Web Hosting account after the cancellation request becomes active and the Product or Service is canceled. After that period any data associated with the customer’s Shared Web Hosting account will be permanently deleted with no option for the same to be restored. That includes the whole Shared Web Hosting account as well as any backups generated for the same.

For VPS or Dedicated Server services, the data will be kept for no more than 24 hours after the cancellation of service become effective. After that period the whole server will be removed meaning that all data hosted on the same will be permanently deleted with no option for the same to be restored.

Nakroteck cannot be held responsible for any data loss due to Service suspension or termination. It is the customer’s sole responsibility to keep the data of their Web Hosting accounts fully backed up remotely for any loss of data to be avoided.

Service Cancellation by Nakroteck

The customer agrees and acknowledges that any Product or Service offered by Nakroteck can be canceled by Nakroteck with or without reason. Canceled by Nakroteck services are not subject to partial or full refund nor is Nakroteck obligated to give any prior notice to the customer. Nakroteck will not be held responsible for any loss of data in case the service is canceled by us.

The customer agrees that the reason for the cancellation of service by Nakroteck can be but is not limited to:

• Violation of Nakroteck Terms of Service.
• Involvement of the Web Hosting account in illegal or forbidden by the Nakroteck Terms of Use activities.

If such a reason arises, Nakroteck will act according to the severity of the violation. In most cases, we will try to resolve it first before committing to the complete termination of service. This means that we will open a Support Case with a complete description of the violated terms and give our customers respectful time to resolve the outstanding case:

• 7 days for our Shared Web Hosting products.
• 3 days for our VPS and Dedicated Servers products.

The period starts immediately after a case is being open in our ticketing system. The customer is solely responsible for being aware of the case as well as for resolving the case according to the provided time frame.

Immediately after the cancellation takes place Nakroteck will provide a backup archive to the customer containing all customer data hosted on the canceled/terminated service. The backup archive will be available for 7 calendar days after the same is being made available for download. It is the customer’s responsibility to ensure that the backup archive is being downloaded completely within the timeframe given by Nakroteck.

In case the reason for the cancellation of service by Nakroteck is different than a Terms of Service violation by the customer, Nakroteck will issue a prorated partial refund for the remaining months of service the Web Hosting product or service has been prepaid for. The amount of the refund is calculated on the following basis: the full prepaid amount minus the remaining months of service multiplied by the price per month of the canceled service. Nakroteck will provide a few options for the customer to choose from when it comes to receiving a refund. In case mobile money is being used as a payment method, the refunded amount will be automatically sent to our customer’s mobile money account.

 Money-Back Policy

Our Money Back Policy covers initial orders of Shared hosting accounts, Virtual Private Servers, and Dedicated Servers. Nakroteck will fully refund the Web Hosting payment submitted by the customer if the cancellation request meets the following requirements:

• The cancellation request is submitted 24hrs after a Shared Web Hosting product or service becomes active.
• The cancellation request is submitted 48hrs after a VPS or Dedicated Server product or service becomes active.

The cancellation request is not eligible for a full refund when:

• Shared Hosting account, upgrade or extra service are active for more than 3 days.
• VPS and Dedicated Servers are active for more than 5 days.

The customer agrees that our VPS and Dedicated Server services are subject to a one-time setup fee. No matter if the service is canceled within 7 days or not the setup fee is non-refundable. Meaning that if a cancellation request is submitted the setup fee will be withheld from the initial payment and the rest will be refunded according to the period the cancellation request is being submitted as explained above.

In case the setup fee is being removed due to:

• Arrangement with our Sales/Technical Support/Billing Departments
• Longer prepaid term than 1 month
• Coupon Code
• Promotion

The same will still be withheld in case of service cancellation before or within the period the service has been purchased for.

The customer agrees that in case a domain name has been registered or transferred for free as part of Nakroteck Products and Services, upon cancellation of service a fee will be withheld equal to the costs of domain transfer/registration service.

Chargebacks and Disputes

The customer agrees and acknowledges the right of chargebacks. Before submitting such the customer is obligated to inform Nakroteck on the reasons forced them to submit a chargeback or a dispute. Nakroteck will always work with our customers to resolve any outstanding payment issues before a chargeback or a dispute is being raised.

The customer agrees and acknowledges that if a chargeback or a dispute is being raised, Nakroteck will suspend the access to the Web Hosting product or service related to the case. To activate any suspended Web Hosting Service due to chargeback or dispute, a customer has to ensure that the dispute or chargebacks are being canceled or in case completed that any outstanding balance is being paid.

Nakro Technology Limited Privacy Policy was last modified on June 1, 2019.