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Refund Policy

Last updated: 18 October 2026

We want you to be happy with HostHolder. If something is not right, please talk to our support team first — most problems can be fixed quickly. If you are still not satisfied, this policy explains when you can get your money back.

Important in short

  • A 30-day money-back guarantee applies to new web hosting plans.
  • Domains, SSL certificates, VPS, dedicated servers, dedicated IPs and renewals are not refundable.
  • Refunds go back to the way you paid, or to your account credit if you prefer.

1. 30-day money-back guarantee

  • If you cancel a new shared web hosting plan within 30 days of its activation, you receive a full refund of the hosting fee.
  • It applies to all billing periods (monthly, yearly or longer) of the first order of that service.
  • One refund per customer and service.

2. What cannot be refunded

  • Domain registrations, renewals and transfers (including .com, .net, .org and .bd), once they are processed with the registry;
  • SSL certificates, dedicated IP addresses and other third-party licences or products;
  • VPS, dedicated servers and reseller hosting;
  • Renewals of any service;
  • Setup, installation, migration, web design and other custom work once it has started;
  • Upgrades and add-ons once they are active;
  • Plans bought with a promotion or promo code;
  • Services suspended or terminated for breaking our Terms of Service, and accounts with abusive or unlawful behaviour.

If a free domain came with your hosting, its registration cost is deducted from the refund.

3. How to ask for a refund

  1. Open a ticket in the Billing department from your client area, within 30 days of activation.
  2. Give your invoice or order number, the reason, and the payment transaction ID.
  3. We reply within 1 business day and, once approved, cancel the service and send the refund.

4. How long a refund takes

  • bKash and other mobile money: usually within 1–2 business days;
  • SSLCommerz (cards and banking): 7–10 business days, depending on your bank;
  • Bank transfer: 3–7 business days;
  • PayPal and 2Checkout: up to 10 business days;
  • Account credit: immediately.

Fees charged by the payment provider are not returned by them, and may be deducted from the refund.

5. Account credit and overpayments

  • Account credit is not refundable as cash. You can use it for new orders and renewals.
  • If you pay more than an invoice, the extra amount is added to your account credit.

6. Upgrades, downgrades and promotions

When you change plan, the price difference for the remaining period is charged or added to your account credit. Promotional prices and free extras end if the plan is cancelled or changed.

7. Uptime credit

We aim for 99.9% uptime on web hosting. If we miss it because of a problem on our side, ask support within 30 days and we add a fair credit to your account. Planned maintenance and problems outside our control do not count. Uptime credit is never paid as cash.

8. Chargebacks

Please contact us before opening a payment dispute. A chargeback suspends the related services until it is resolved, and we may decline future orders.

9. Your legal rights

This policy does not affect your rights under Bangladeshi consumer law.

Contact us

  • Email: support@hostholder.com
  • Phone: +880 1716-447133 · +880 1976-447133 (WhatsApp, chat only)
  • Support: open a ticket from your client area, 24/7
  • Address: HostHolder (an AFIT Solutions company), Kha-54/3, Nikunja-2, Road No-4, Khilkhet, Dhaka-1229, Bangladesh