The act of discontinuing a Service or a Product provided by CloudHosting.ng 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, CloudHosting.ng 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, CloudHosting.ng will act in compliance with our Terms of Service policy.
Billing and Renewal policy
Any Product or Service provided by CloudHosting.ng 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 web hosting solutions offered by CloudHosting.ng are subscription-based products. As such, every product is renewed automatically in order to ensure that:
- The customer’s website will be accessible.
- The data uploaded by the customer on their web hosting account is safe.
- The customer’s domains are renewed in time.
Renewal payments are not covered by the advertised money-back guarantee.
If the customer submits a cancellation request before the renewal date of any purchased product from CloudHosting.ng but less than seven (7) days before the renewal date, we can issue a refund equal to the amount paid minus the cost of the purchased product for a single month of the new term according to the regular monthly price.
If the customer fails to submit a cancellation request before the renewal date or has submitted the cancellation request past or on the renewal due date of the purchased service, then a refund will not be issued.
If the customer fails to submit a cancellation request entirely, CloudHosting.ng will generate a renewal invoice fourteen (14) days prior to the renewal date and attempt to charge any saved payment method on file seven (7) days prior to the renewal date of the purchased service. If unsuccessful, another attempt will be made on the renewal due date.
Customer obligations in regard to the renewal of purchased services
The customer is obliged to:
- Know their purchased product renewal date. CloudHosting.ng will send a couple of emails before the renewal date to let customers know that their purchased web hosting product is coming up for renewal. The first email is sent fourteen (14) days prior to the renewal date; The second email is sent seven (7) days prior to the renewal date; The third is sent on the actual renewal date.
- Ensure that their email address is correct.
- Ensure that CloudHosting.ng can send emails to the provided email address. It is recommended the customer to whitelist the domain name cloudhosting.ng so they will always receive important emails.
The customer agrees that purchased or renewed addon services or any third-party services offered by CloudHosting.ng 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 CloudHosting.ng should be submitted not later than 24 hours after the product due date. If the customer does not submit a payment within that period, CloudHosting.ng reserves the right to suspend the customer’s account until renewal payment is submitted. CloudHosting.ng 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 CloudHosting.ng will be considered a breach of this Agreement. CloudHosting.ng reverses the right to run regular checks for all clients’ accounts. If a domain name was previously hosted under another web hosting account, the plan could be suspended without previous notice, among other actions mentioned below.
The customer acknowledges and agrees that if they wish to continue hosting the respective domain name with CloudHosting.ng, 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 customer will have to migrate their data from the plan that was purchased initially to the new plan without assistance from our support. CloudHosting.ng reserves the right to decline the 45-day money-back guarantee and to refuse to provide technical support for the above-mentioned services as per the breach of the 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.
A Product or Service can be canceled either by the customer or CloudHosting.ng. 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 CloudHosting.ng.
- 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 CloudHosting.ng will keep a copy of the Shared Web Hosting account for not more the 5 days 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.
CloudHosting.ng 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 CloudHosting.ng
The customer agrees and acknowledges that any Product or Service offered by CloudHosting.ng can be canceled by CloudHosting.ng with or without reason. Canceled by CloudHosting.ng services are not subject to partial or full refund nor is CloudHosting.ng obligated to give any prior notice to the customer. CloudHosting.ng 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 CloudHosting.ng can be but is not limited to:
- Violation of CloudHosting.ng Terms of Service.
If such a reason arises, CloudHosting.ng 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 CloudHosting.ng 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 CloudHosting.ng.
In case the reason for the cancellation of service by CloudHosting.ng is different than a Terms of Service violation by the customer, CloudHosting.ng 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. CloudHosting.ng will provide a few options for the customer to choose from when it comes to receiving a refund. In case PayPal is being used as a payment method, the refunded amount will be automatically sent to our customer’s PayPal account.
Our Money Back Policy covers initial orders of Shared hosting, Reseller Hosting, Virtual Private Servers, and Dedicated CPU Servers. CloudHosting.ng will fully refund the Web Hosting payment submitted by the customer if the cancellation request meets the following requirements:
- The cancellation request is submitted in the first 45 days after a Shared Web Hosting product or service becomes active.
- The cancellation request is submitted in the first 7 days after a VPS or Dedicated Server product or service becomes active.
The cancellation request is not eligible for a full refund when:
- A Shared Hosting upgrade or Reseller Hosting upgrade or extra service is active for more than 45 days.
- A Shared Hosting or Reseller Hosting is purchased on a Monthly Billing Cycle.
- An additional Shared Hosting account is purchased in order to avoid the renewal of the original service.
- VPS and Dedicated Servers are active for more than 45 days.
The customer agrees that in case a domain name has been registered or transferred for free as part of CloudHosting.ng 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 CloudHosting.ng on the reasons forced them to submit a chargeback or a dispute with PayPal. CloudHosting.ng 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, CloudHosting.ng 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.