Refund & Cancellation Policy

1 General Rule & Eligibility

A refund is not automatic. Eligibility depends on the exact Service purchased, activation date, nature of the request, third-party infrastructure commitments, policy compliance, and the exclusions outlined below.

2 7-Day Money-Back Guarantee (Eligible Hosting)

A full refund may be requested within seven (7) days of activation for the following hosting services only:

Important: The 7-day guarantee applies strictly to the eligible hosting service portion. Setup fees are non-refundable. Upon refund approval, the hosting account will be terminated, and the client is responsible for downloading any required backups prior to termination.

3 Strictly Non-Refundable Services

Due to upfront licensing, upstream data center commitments, and irreversible provisioning costs, the following services carry no refund under any circumstance:

4 Domain Name Policy

Domain registrations, renewals, transfers, and restoration fees are completely non-refundable once submitted to the central registry (e.g. ICANN, Verisign, BTCL). A domain cannot be refunded even if purchased as part of an eligible hosting bundle. Typographical errors, wrong TLD selection, or change of mind by the customer do not create refund eligibility.

5 Duplicate Payments & Unfulfilled Orders

Duplicate Transactions: If an invoice is paid more than once in error, one payment will be applied to the service, and the verified duplicate amount will be credited or refunded.

Rejected Orders: If an order cannot be fulfilled due solely to an issue on ZENOR BD’s side, the verified payment will be refunded in full.

6 Refund Processing & Claim Procedure

To claim an eligible refund:

1. Log in to your Client Portal.
2. Submit a support ticket to the Billing Department within the 7-day eligibility window.
3. Approved refunds are credited to your account balance or refunded through the original payment method (bKash, Nagad, Card) within 3 to 5 business days after approval.