This Refund Policy explains when you may be entitled to a refund for services purchased from NAROX.NZ. It works alongside the Terms of Service and does not affect any rights you may have under the New Zealand Consumer Guarantees Act 1993 where it applies to you.
Money-Back Guarantee
We offer a 7-day money-back guarantee on new orders of shared web hosting. If you are not satisfied within the first 7 days, you may request a refund of the amount paid for that hosting service, and we will process it via the same payment method used.
The following are not covered by the money-back guarantee:
- Dedicated servers and VPS / virtual servers (hardware and infrastructure are provisioned to order);
- Domain name registrations and renewals (these are paid to registries and generally non-refundable);
- Digital products, licensing, one-off setup or configuration services;
- Add-on services such as backup, dedicated IPs, security or migration fees;
For these items, refunds are assessed on a case-by-case basis at our discretion.
When a Refund Is Not Available
In line with the New Zealand Fair Trading Act 1986, a refund will not generally be provided where you have simply changed your mind, insisted on having a service provided in a particular way against our advice, or failed to clearly explain your needs to us.
How to Request a Refund
To request a refund, contact [email protected] within the applicable period, including your account email and the details of the service and purchase. We aim to respond within 5 working days and, where a refund is approved, process it within 10 working days.
Chargebacks and Disputes
If you dispute a charge through your bank or payment provider, please contact us first so we can resolve the issue directly. We will provide transaction records where reasonably required to support a genuine dispute.
Account Credit
As outlined in our Terms of Service, account credit arising from an overpayment may be refunded where it has not already been applied to another invoice. Credit added from funds, donations or partner commission is generally not eligible for refund or withdrawal.
Contact Us
For refund enquiries, contact [email protected] or (+64) 022 598 7803.