Truehost Refund Policy and Service Terms

At Truehost Ghana, we take pride in providing reliable, secure, and professional hosting services. We understand that sometimes situations arise where clients may need to request a refund or review their service terms. This page provides comprehensive information about our refund policies, service conditions, and customer responsibilities for all hosting plans, cloud services, VPS, and dedicated servers.

30-Day Money-Back Guarantee on Hosting Plans

All payments made to Truehost Ghana for web hosting services come with a 30-day money-back guarantee. This applies to all setup fees, monthly fees, and standard hosting charges, regardless of whether the service has been actively used. This guarantee provides peace of mind for individuals, startups, and businesses exploring our services for the first time.

If you experience any billing discrepancies or believe a charge is incorrect, it is essential to report it within 15 days from the date the charge occurred. Disputed charges submitted to your credit card issuer, commonly referred to as chargebacks, may, at Truehost Ghana’s discretion, result in temporary service suspension and additional reconnection fees to restore your account. These actions are taken to ensure compliance with our Service Level Agreements (SLA), Acceptable Usage Policy (AUP), and Terms of Service (TOS).

We are confident in the performance of Truehost Ghana services and the quality of our customer support. However, if you decide to discontinue service, you are eligible to receive a full refund of hosting fees for the remainder of your term within 72 hours of the request. During the refund process, we may ask for feedback to understand why you are leaving, but your refund will not be delayed by this process.

Important Note: The 30-day guarantee does not cover domain registration fees. Domains purchased through Truehost Ghana remain under your ownership and can be transferred or used with any hosting provider by updating the nameservers through your client area.

To request a refund, send an email to [email protected] or submit a ticket to our billing department. We will process the refund without hidden charges or deductions, ensuring the full value of your hosting plan is returned promptly.

Refund Policy for VPS and Dedicated Servers

For VPS (Virtual Private Servers) and dedicated server subscriptions, additional terms apply.

Customers must be at least 18 years old or legally competent to enter into contracts. For organizations, the account holder must be a legally recognized entity with the authority to accept Truehost Ghana’s terms.
All information provided during registration or renewal must be complete, accurate, and current. Customers are responsible for updating details whenever necessary to maintain accurate account information.

Parents or legal guardians may obtain VPS or server accounts on behalf of minors. By doing so, they agree to be fully responsible for the account and to comply with all terms outlined in the TOS.

Truehost Ghana does not accept anonymous customers. Providing false names, addresses, or other account information is grounds for immediate account termination without refund. For security verification, Truehost Ghana may request official identification documents or utility bills issued in the customer’s name to ensure account authenticity and prevent fraudulent activity.

The seven-day money-back guarantee applies only to the first VPS or dedicated server order. Customers may request a refund once per account. Subsequent orders are not eligible for refunds under this policy. If the service has been used for sending bulk emails or violating our Acceptable Usage Policy, no refund will be issued. Refund requests for VPS or servers must be submitted via the billing department within the first seven days of service activation.

No Refunds for Cloud Servers and Dedicated Servers

For Linux or Windows cloud servers and dedicated servers, Truehost Ghana maintains a strict no-refund policy. Once the order is placed and service delivered, the payment is non-refundable. This policy ensures operational stability and prevents misuse of resources.

Additional Notes:

Domain Names and SSL Certificates: Payments for domain registration or SSL certificates are non-refundable. Once purchased, they cannot be canceled.
Unauthorized Payments or Fraud: Refunds are only processed for verified cases of fraud or unauthorized transactions, as proven by the affected client.
Account Terminations for Abuse: Accounts terminated due to spamming or violation of the Acceptable Usage Policy will never be refunded.

Service Credits for Downtime

Truehost Ghana provides service credits as compensation for website downtime, but only under specific conditions. Credits are calculated based on the actual web site availability during a calendar month:

95% to 99.4% uptime: 25% service credit
90% to 94.9% uptime: 50% service credit
Below 89.9% uptime: 100% service credit

To request a credit, you must contact [email protected] within three business days of experiencing downtime. Your request should include your account number or domain name, the dates and times of unavailability, and any other identification details requested by Truehost Ghana. Credits are usually applied within 30 days of your request.

Excluded from Credit Eligibility:

Scheduled maintenance or planned updates
Issues caused by your equipment, network, applications, or behavior
Circumstances outside Truehost Ghana’s control, such as government action, war, natural disasters, strikes, transportation delays, or failures of third-party services (including DNS propagation or software/hardware failures)

Customer Responsibilities

Truehost Ghana places the responsibility for account security on the customer. Customers must:

Keep login credentials confidential
Ensure third parties do not access the account without permission
Follow all terms outlined in the Acceptable Usage Policy

Failure to comply with these responsibilities may result in account suspension or termination without refund.

Privacy and Billing

Refunds are processed in compliance with our privacy policy. Customer data, including billing information, is securely encrypted and never shared with unauthorized third parties. All sensitive payment information is transmitted through SSL encryption and stored only in secure payment gateway systems.

How to Request a Refund

For web hosting plans eligible under the 30-day money-back guarantee:

Email [email protected] or submit a billing ticket through the client area
Include account details and the reason for your refund request
Receive a full refund for the remainder of the hosting term, excluding domain or SSL fees

For VPS or server refunds within seven days:

Email or submit a ticket within seven days of service activation
Ensure compliance with all service terms and that no policy violations occurred

Our Commitment

Truehost Ghana is committed to transparency, fairness, and customer satisfaction. While we strive to provide top-tier hosting services, we also provide clear guidance on refund eligibility, service terms, and customer responsibilities. Our goal is to ensure that clients in Ghana and beyond feel secure and supported when using our hosting services.

Summary

Web Hosting Plans: 30-day money-back guarantee, excludes domains and SSL certificates
VPS & Servers: Seven-day money-back guarantee for first purchase only, conditions apply
Cloud Servers & Dedicated Servers: No refund
Service Credits: Available for downtime outside scheduled maintenance or customer-caused issues
Privacy & Security: Full encryption and secure handling of all sensitive information

By understanding these policies, Truehost Ghana ensures clients know exactly what to expect, how to request refunds, and their rights under the hosting agreements. Our policies protect both the customer and Truehost Ghana while maintaining high service standards.

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