We aim to be straightforward about refunds. This policy sets out when you can get your money back and how to ask for it.
1. Domain registrations
Domain registrations are non-refundable once the registry has issued the domain. This is an industry-wide constraint: once a domain is registered, the registry charges us a non-refundable wholesale fee, regardless of whether the registrant later changes their mind.
Exceptions: if a domain registration fails at the registry, or if it is reversed within the registry's grace period due to fraud, we will refund the full amount automatically.
2. Domain transfers
Inbound domain transfers are non-refundable once the transfer completes, because the registry has charged us for the additional year of registration. If a transfer fails before completion (for example, due to an invalid auth code), we will refund the transfer fee in full.
3. Hosting and email
Hosting and email plans are refundable on a pro-rata basis within the first 30 days of purchase. After 30 days, refunds are at our discretion and typically only granted for serious unresolved service issues.
- Monthly plans: full refund within 30 days, less the cost of any add-on (e.g. premium SSL) that has already been issued by a third party.
- Annual plans: pro-rata refund of unused months, calculated to the day, within the first 30 days. After 30 days, remaining months are non-refundable.
4. SSL certificates
Free Let's Encrypt certificates are not charged for and are not refundable. Paid third-party SSL certificates are non-refundable once the certificate authority has issued the certificate.
5. How to request a refund
Email billing@nexrdomains.com from the email address on the account, or open a billing ticket in your client portal at clients.nexrdomains.com. Please include your order number and a brief description of the request.
We aim to respond within one business day and to process approved refunds within five business days. Refunds are issued to the original payment method.
6. Chargebacks
Please contact us before filing a chargeback. Chargebacks raised without first contacting us may result in immediate suspension of any affected services and a chargeback handling fee.
7. Changes
We may update this policy from time to time. Material changes will be notified by email or in the client portal at least 30 days before they take effect.