Billing & Refund Policy

Billing & Refund Policy

1. Introduction

This Billing & Refund Policy outlines WP Hosting’s procedures for billing, payments, and refunds. By using our services, you agree to the terms described here.

2. Billing Practices

• Invoices: Invoices are generated automatically and emailed to your primary account email and any additional billing contacts. For annual hosting services and domain renewals, invoices are generated 30 days in advance. For monthly services, invoices are generated 7 days in advance.
• Billing Cycle: Services are billed on a monthly or annual basis, depending on your chosen service and billing cycle.
• Payment Methods: We accept payments via Credit Card (Visa, MasterCard, AMEX), PayPal, and BPAY.

3. Payment Terms

• Payments must be made by the due date stated on the invoice.
• Failure to pay on time may result in service suspension or termination.
• Reactivation of suspended services requires full payment of outstanding balances.
• Reactivation of terminated hosting services is subject to a $99 restore fee, in addition to full payment of the outstanding balance.
• You can store multiple billing methods in your profile. WP Hosting reserves the right to charge any of the saved payment methods.

4. Refund Policy

4.1 Money-Back Guarantee

• If you cancel your service within the first 15 days of an initial order or annual renewal, you are eligible for a full refund via the original payment method.

4.2 Overpayments

• Any overpayment will be credited to your account or refunded via the original payment method upon request.
• Overpayment refund requests made after 90 days are at our discretion, with any applicable merchant fees deducted.

4.3 Service Issues

• Refunds for service disruptions may be provided on a case-by-case basis, as account credit only, subject to our Service Level Agreement (SLA).

4.4 No Pro-Rata Refunds

• WP Hosting does not offer pro-rata refunds for unused time if you cancel your hosting service before the end of your billing cycle.
• Once a payment is processed, the service remains active until the end of the paid term, and no partial refunds will be issued.

5. Exclusions from Refunds

Refunds are not available for:

• Domain registrations, renewals, and transfers.
• Add-on services or custom configurations.
• Server software licenses (e.g., cPanel, LiteSpeed).
• Cancellations made after the initial 15-day order or renewal period.
• Accounts in breach of our Terms of Service, Acceptable Use Policy or Billing and Refund Policy.
• Hosting services which utilised our free migration service.

6. How to Request a Refund

To request a refund, contact support@wphosting.com.au with the following details:

• Your account name and email address.
• The service or invoice number related to the refund.
• The reason for the refund request.

Refund requests are reviewed within 5 business days, and approved refunds are processed within 5 business days of approval.

7. Late Payments

Billing procedure for hosting services:

• Suspension: If an invoice remains unpaid fifteen (15) days past the due date, the hosting account and files are suspended, meaning access to services will be restricted. At this stage, all account data remains on the server in an inactive state, and the account can be reactivated automatically upon invoice payment.
• Termination: If the account remains unpaid for sixty (60) days past due date, it progresses to termination. At this point, all files and data are permanently deleted from the server. When an account is terminated, payment of the overdue invoice does not automatically restore services or recover deleted files. Instead, the payment resolves the outstanding balance and brings the account out of breach of our Terms of Service. However, services and files do not come back online automatically.
• Data Restoration Fee: We maintain offline backups on separate backup servers, which can be manually restored. A $99 restoration fee applies for this process, and once paid, we can assist in recovering your files back to your active service.

8. Changes to Billing Details

It is your responsibility to keep your payment and billing details up to date. You can update these through your WP Hosting account portal or by contacting support.

9. Changes to This Policy

WP Hosting may modify this Billing & Refund Policy at any time. Changes will be communicated via email or within the client area.

10. Contact Information

For billing and refund inquiries, please contact us:

Email: support@wphosting.com.au

Phone: 1300 974 678

Address: WP Hosting Pty Ltd, PO Box 98, Kew East, VIC 3102, Australia