Refund Policy

1. Domain turned out to be unavailable

Our website checks availability, but a domain is only yours once the registry accepts the registration. If a domain you paid for cannot be registered, we refund the full amount for it, or you can choose another name and we will apply your payment to it.

2. Domains once registered

When a domain has been registered, we cannot refund it. The registry charges us for the registration and does not return that fee, and registration starts as soon as you order. Please check the spelling and extension carefully before you pay. If you notice a mistake straight away, contact us immediately; for some extensions the registry allows a short window in which we may be able to cancel, but we cannot promise this.

3. Hosting plans

New hosting plans come with a 7-day money-back guarantee. If you cancel within 7 days of your first payment, we refund the hosting plan in full. Domain registrations, third-party licences and any custom set-up work bought with it are not part of this guarantee.

After 7 days, we do not refund the period you have already paid for, but you can cancel at any time to stop future renewals.

4. Renewals

We send a renewal invoice before each period ends, and nothing renews until you pay it. If you do not want to renew, simply do not pay the invoice (or tell us). Once a renewal has been paid and the period has started, it is not refundable unless we failed to provide the service.

5. Custom applications and projects

Custom work follows the payment milestones in your written quote or project agreement. Unless the agreement says otherwise:

• we refund any payment for work that has not yet started;
• we do not refund payments for work already completed and delivered;
• if we cannot deliver what we agreed, we refund the part we did not deliver.

6. When something goes wrong on our side

You are entitled to a refund or credit, in proportion to what you did not receive, if:

• we fail to provide a service you paid for and cannot fix the problem within a reasonable time;
• you were charged twice or charged the wrong amount (tell us as soon as you see it);
• we cancel your order, for example because of a pricing error or a service we cannot supply.

7. How to ask for a refund

Email info@nexwave.co.za or open a support ticket in the client portal. Please include your name, your invoice or order number and a short explanation. We aim to reply within two business days.

8. How refunds are paid

Approved refunds are paid back to the original payment method through our payment provider (PayFast or Paystack), in South African rand. Items shown in dollars or another currency were charged in rand at checkout, so the refund is the rand amount you were actually charged. Banks differ, but a refund normally shows on your statement within 10 business days.

9. Your legal rights

This policy does not limit any rights you have under the law, including rights under the Consumer Protection Act, 2008 and the Electronic Communications and Transactions Act, 2002 that apply to you. By ordering a service you ask us to start it immediately, which is why some services, such as domain registrations, cannot be cancelled for a refund once begun.

See also our Terms of Service and Privacy Policy.