Refund Policy
We want you to be satisfied with your Softhost services. This policy outlines our approach to refunds, cancellations, and service credits.
Last updated: June 2026
30-Day Window
Hosting refund requests accepted within 30 days of purchase.
No Domain Refunds
Domain registrations and renewals are non-refundable.
Contact Support
All refund requests must be submitted via our support team.
General Policy
Softhost strives to deliver high-quality services to all customers. We understand that circumstances change and we aim to handle refund requests fairly and transparently.
All services are billed in advance. Refunds are considered on a per-service basis and are subject to the conditions outlined in this policy.
Refunds will not be issued for services that have been suspended or terminated due to a violation of our Terms and Conditions, misuse, or fraudulent activity.
Hosting & Cloud Services
30-Day Money-Back Guarantee
New shared hosting accounts are eligible for a full refund within 30 days of the initial purchase if you are not satisfied with the service.
- ›Refund requests must be submitted within 30 days of the original invoice date.
- ›The 30-day guarantee applies to new accounts only — renewals are excluded.
- ›VPS, dedicated servers, and managed cloud services are not covered by the 30-day guarantee.
- ›Partial refunds may be considered for unused periods on annual plans at Softhost's discretion.
- ›Add-on services, SSL certificates, and control panel licences are non-refundable once provisioned.
Fibre & Connectivity Services
Fibre, wireless, and other connectivity services are subject to the following refund conditions:
- ›Monthly connectivity services are billed in advance and are generally non-refundable once activated.
- ›If a service cannot be delivered due to infrastructure limitations on our side, a full refund of any upfront payments will be issued.
- ›Installation and activation fees are non-refundable once the installation has been completed.
- ›Where a service is cancelled before the end of a paid billing period, no pro-rata refund is provided unless otherwise agreed in writing.
Router Programme
If a complimentary router was supplied, please refer to Section 10 of our Terms & Conditions for router return and ownership conditions.
Domain Names
Domain name registrations, renewals, and transfers are strictly non-refundable once processed.
- ✕Domain fees are paid directly to the relevant registry authority and cannot be recovered.
- ✕This applies to all TLDs including .co.za, .com, .net, .org, and all other extensions.
- ✕Softhost is unable to reverse or cancel a domain registration once submitted to the registry.
Setup & Once-off Fees
The following once-off fees are non-refundable:
- ✕Service setup and activation fees.
- ✕Installation and site visit fees.
- ✕Migration and onboarding fees.
- ✕Custom development or configuration work.
Service Credits
In cases where a cash refund is not applicable, Softhost may at its discretion offer a service credit to your account. Service credits:
- ›Can be applied to any future invoice or service renewal.
- ›Are valid for 12 months from the date of issue.
- ›Are non-transferable and have no cash value.
- ›Will be applied automatically to your next invoice.
Cancellations
To cancel a service, customers must submit a cancellation request through the client portal or via our support team with a minimum of 30 days written notice prior to the next billing date.
- ›Services cancelled without proper notice may be charged for the following billing period.
- ›Cancellation of a service does not automatically entitle the customer to a refund.
- ›Outstanding balances must be settled before a service can be formally cancelled.
- ›Data associated with cancelled accounts will be deleted after 30 days unless a backup is requested.
How to Request a Refund
To submit a refund request, please follow these steps:
Alternatively, email us directly at sales@softhost.co.za with your account details and refund request.
Need help with a refund?
Our billing team is ready to assist you with any refund or cancellation queries.