Refund Policy

1. Principles

Digital services often begin immediately after payment: domains are submitted to registries, SSL is requested, hosting accounts are created, and website production may start. For that reason, refunds are product-specific and are not automatic for every cancellation.

Unless this policy or the law requires otherwise:

• Refunds are issued to the original payment method only
• Refunds are calculated on the amount actually paid, after discounts and currency conversion
• Bank, card, or foreign-exchange fees charged by your provider are not recoverable by us
• Approved refunds are typically completed within 5 to 10 business days after approval, subject to Stripe and your bank
• Services cancelled for abuse, fraud, or acceptable-use violations are not refundable

2. Website packages

Website packages include design customization, deployment work, and usually first-year hosting and related components.

• Before work starts: If you cancel in writing within 7 days of payment and we have not begun customization, content setup, or deployment, you may request a full refund of the website package fee, minus any domain, SSL, or third-party fees already committed.
• After work starts: Once customization or deployment has begun, the website package fee is non-refundable, except where we materially fail to deliver the features described at purchase and cannot remedy that failure within a reasonable time.
• Delays caused by missing content, logos, approvals, or third-party accounts do not create a refund right.

Included first-year hosting follows the hosting rules below if it has been provisioned. Included domains follow the domain rules below once registration is submitted.

3. Web hosting

New hosting purchases (not renewals) may be cancelled for a refund within 14 days of the original payment date, provided:

• The account has not been used in violation of our acceptable-use rules
• The request is made from the registered account email
• You understand that files, email, and backups will be deleted after cancellation

The following hosting charges are not refundable:

• Renewals, upgrades, or renewals processed after the 14-day window
• Partial months after the 14-day money-back period
• Dedicated IP, paid SSL, licences, or other add-ons once provisioned
• Accounts suspended or terminated for abuse, spam, malware, or unpaid invoices

4. Domain names

Domain registration, renewal, restore, redemption, and transfer fees are non-refundable once the request has been submitted to the registry or losing registrar. Availability can change between search and completed checkout. If registration fails for a reason within our control and we cannot provide a replacement domain you accept, we will refund the domain fee.

We cannot reverse a completed registration because of a spelling mistake, change of mind, or delay in launching your website. Please check the domain carefully before paying.

5. SSL certificates

SSL fees are non-refundable once the certificate has been requested or issued by the certificate authority, because those costs are incurred immediately with the issuer.

6. Business email and maintenance add-ons

New business-email or website-maintenance subscriptions may be refunded within 14 days of first payment if the mailbox or maintenance term has not been substantially used and there has been no acceptable-use breach. Renewals are non-refundable.

7. Migrations and professional services

Complimentary or paid migration assistance is provided on a reasonable-efforts basis. Once migration work has started, related fees are non-refundable. We do not refund hosting or website fees solely because a third-party control panel, DNS provider, or previous host delayed or blocked the transfer.

8. Promotions, credits, and chargebacks

Promo codes, partner discounts, and account credits have no cash value except as applied to a qualifying order. If a discounted order is refunded, we refund only the amount actually paid.

Opening a chargeback or payment dispute without first contacting Hostolute may result in immediate suspension. If the charge is valid, you remain liable for the order amount plus any chargeback fees we incur. Please contact us first; most billing issues can be resolved directly.

9. How to request a refund

Email [email protected] with:

• The account email used at checkout
• Order ID or invoice number
• The product you wish to cancel
• A brief reason for the request

We aim to acknowledge refund requests within 3 business days (Monday to Friday, UAE time, excluding UAE public holidays). We may ask for identity verification. Approval is not guaranteed and depends on this policy and the provisioning status of each product.

10. Effect of a refund

If a refund is approved, we may immediately cancel the related services. You must stop using those services. Domain names that have already been registered are not returned to you as part of a package refund unless the domain fee itself is refunded and the registry permits reversal, which is uncommon.

11. Contact

Webolute FZE (trading as Hostolute)
Email: [email protected]
Phone / WhatsApp: +971 58 592 2123
See also our Terms & Conditions and Privacy Policy.