Refund & Cancellation Policy

Effective Date: 1 October 2026 • lenzhost • South Africa

At lenzhost, we aim to provide high-quality hosting, web design, email, and related services. This Refund & Cancellation Policy explains the conditions under which refunds may be issued and how cancellations are processed. By using our services, you agree to this policy.

1. Cancellation Policy

1.1 Service Cancellation by Client

You may cancel any service at any time via our client area or by contacting our support team at hello@lenzhost.co.za. Cancellations must be requested at least 7 days before the next billing date to avoid being charged for the upcoming period.

1.2 Cancellation Process

Upon cancellation, your service will remain active until the end of the current billing period. After that, it will be terminated and data may be deleted. It is your responsibility to back up all necessary data before cancellation.

1.3 Service Suspension by lenzhost

We may suspend or terminate services immediately if you breach our Terms of Service, acceptable use policy, or fail to pay fees. Suspended accounts may be subject to reactivation fees.

2. Refund Policy

2.1 7-Day Money-Back Guarantee

We offer a 7-day money-back guarantee on new shared hosting plans only. If you are not satisfied within the first 7 days of signup, you may request a full refund of hosting fees. This guarantee does not apply to add-ons, domain registrations, web design services, or renewal payments.

2.2 Non-Refundable Services

The following services are non-refundable:

Domain registrations, renewals, and transfers
Web design and development fees
Business email setup fees
Marketing services (Google Ads, Meta Ads)
Company profile and Google Business Profile services
SSL certificates and third-party licences

2.3 Partial Refunds

If lenzhost is unable to provide a service due to our fault, we may issue a prorated refund for the remaining unused period, at our discretion.

3. Domain Registration and Transfer

Domain registration fees are strictly non-refundable. Once a domain is registered, it cannot be "un-registered" and fees cannot be reversed. Domain transfer fees are also non-refundable unless the transfer fails due to our error.

4. Web Design Services

Web design fees are non-refundable once work has commenced. If you cancel before initial design work begins, we may provide a refund minus any administrative costs. Revision requests are subject to the plan limits. Additional revisions or changes outside the agreed scope will be billed separately.

5. Billing Disputes

If you believe a charge is incorrect, please contact us within 14 days of the charge date. We will investigate and, if an error is confirmed, refund the affected amount. Disputes raised after this period may not be considered.

6. How to Request a Refund

To request a refund, contact us at hello@lenzhost.co.za with your account details and reason for refund. Refunds, if approved, will be processed within 7–10 business days using the original payment method. EFT refunds may take longer depending on banking institutions.

7. Changes to This Policy

We may update this Refund & Cancellation Policy from time to time. The latest version will always be available on this page. Continued use of our services after changes constitutes acceptance.

8. Contact Us

If you have questions about this policy, please contact:

Email: hello@lenzhost.co.za
Phone/WhatsApp: 071 723 3566
Website: https://lenzhost.co.za

Note: This policy is a general template and may need to be customised based on your specific business practices. It does not constitute legal advice. We recommend consulting a qualified legal professional for compliance with South African consumer protection laws.