Refund Policy

Effective Date: February 9, 2026

Faciotech ("we," "us," "our") is committed to client satisfaction. This Refund Policy outlines the circumstances under which refunds may be issued, the process for requesting a refund, and the limitations that apply. By purchasing any service from Faciotech, you acknowledge and agree to the terms of this policy.

1. 30-Day Money-Back Guarantee

Faciotech offers a 30-day money-back guarantee on new shared hosting accounts. If you are not satisfied with your shared hosting service for any reason, you may request a full refund of the hosting fees paid within 30 calendar days of the initial purchase date. This guarantee applies exclusively to the first purchase of a shared hosting plan and is available only once per client. The 30-day period begins on the date of the first payment, not the date of account activation.

To qualify for the money-back guarantee, the Client must not have violated our Terms of Service, Acceptable Use Policy, or Hosting Agreement during the period of service. Accounts that have been suspended or terminated for policy violations are not eligible.

2. Eligible Services

The following services are eligible for refund under the 30-day money-back guarantee:

• Shared Hosting Plans: Essential Hosting, Growth Hosting, and equivalent shared hosting products purchased directly from Faciotech

VPS hosting plans may be eligible for a prorated refund at Faciotech's discretion if a cancellation request is submitted within 7 days of the initial purchase. This is evaluated on a case-by-case basis and is not guaranteed.

3. Non-Refundable Services

The following services and fees are non-refundable under any circumstances:

• Domain Registrations and Renewals: Domain names are registered with third-party registrars and cannot be reversed once processed. This includes new registrations, renewals, transfers, and privacy protection add-ons.
• SSL Certificates: Premium SSL certificates (EV, Wildcard, and other paid certificates) are issued by third-party certificate authorities and are non-refundable once provisioned.
• Setup Fees: Any one-time setup, configuration, or installation fees charged at the time of purchase.
• Dedicated Servers: Due to the hardware provisioning and configuration involved, dedicated server fees are non-refundable.
• Website Builder Subscriptions: Website builder plans are non-refundable after the first 7 days.
• Custom Development and Managed IT Services: Fees for custom development work, managed IT services, or consulting engagements that have been commenced.
• Third-Party Licences: Any software licences, add-ons, or third-party services purchased through Faciotech (such as cPanel licences, Softaculous, or premium themes).
• Administrative and Reactivation Fees: Fees charged for account reactivation, late payment, or administrative processing.

4. How to Request a Refund

To request a refund, the Client must follow these steps:

1. Submit a cancellation request through the Faciotech client portal by navigating to the active service and selecting "Request Cancellation." Choose "Immediate" as the cancellation type.
2. Open a support ticket or send an email to support@faciotech.com with the subject line "Refund Request" and include the following information:
   • Your full name and account email address
   • The invoice number or service ID for which a refund is being requested
   • The reason for the refund request (optional but helpful)
3. Await confirmation. A member of our billing team will review the request and respond within 3 business days with a determination.

Refund requests submitted after the applicable refund period will not be processed. The date of the support ticket or email serves as the official date of the refund request.

5. Processing Time

Approved refunds will be processed within 7 to 14 business days from the date of approval. Refunds are issued to the original payment method used for the purchase. If the original payment method is no longer available (for example, an expired card), Faciotech will work with the Client to arrange an alternative refund method, which may include account credit. Please note that bank processing times may vary, and it may take additional time for the refund to appear in the Client's account depending on their financial institution.

6. Partial Refunds

In certain circumstances, Faciotech may issue a partial refund rather than a full refund:

• Annual or multi-month plans cancelled after 30 days: If a Client on an annual billing cycle cancels after the 30-day guarantee period, a prorated refund for the unused portion of the term may be issued at Faciotech's discretion, minus a 15% early termination fee.
• Bundled services: If the Client purchased a hosting plan that included free or discounted add-ons (such as a free domain or SSL certificate), the retail value of those add-ons will be deducted from the refund amount.
• Promotional pricing: Services purchased with a promotional discount are refunded at the amount actually paid, not the regular retail price.

7. Chargebacks

Faciotech strongly encourages clients to contact us directly to resolve any billing disputes before initiating a chargeback with their payment provider. Filing a chargeback without first contacting Faciotech may result in immediate suspension of all associated accounts and services. If a chargeback is filed, Faciotech will provide all relevant transaction documentation to the payment processor. Clients who file fraudulent chargebacks may be reported to fraud prevention services and may be permanently barred from purchasing Faciotech services in the future.

8. Renewal Refunds

Hosting services are set to auto-renew by default to prevent service interruption. Clients are sent renewal reminders at 30 days, 7 days, and 1 day before the renewal date. If a Client does not wish to renew, they must cancel the service or disable auto-renewal before the renewal date. Refund requests for auto-renewed services will be considered only if submitted within 48 hours of the renewal charge and only if no significant resources have been consumed during the new billing period. After 48 hours, renewal payments are non-refundable.

9. Service Credits vs. Refunds

Service credits and refunds serve different purposes and are not interchangeable:

• Service Credits: Issued under our Service Level Agreement (SLA) as compensation for downtime that exceeds our uptime guarantee. Service credits are applied to future invoices and cannot be converted to cash refunds.
• Refunds: Issued as a return of payment to the Client's original payment method, as described in this policy. Refunds are available only for eligible services within the applicable refund period.

Clients cannot claim both a service credit and a refund for the same issue. If a service credit has already been applied for a downtime incident, a refund request for the same period will not be processed.

10. Modifications to This Policy

Faciotech reserves the right to modify this Refund Policy at any time. Changes will be communicated to existing clients via email or an announcement in the client portal at least 14 days before taking effect. The most current version of this policy will always be available on this page. Continued use of Faciotech services after changes are effective constitutes acceptance of the updated policy.

11. Contact Information

If you have questions about this Refund Policy or need assistance with a refund request, please contact us:

• Email: support@faciotech.com
• Legal: legal@faciotech.com
• Phone: +233 553 132 279