General Information
You may be eligible for a full or partial refund in some circumstances only, or where we are required by New Zealand law to provide you with a refund. This article covers the types of products, services, and subscriptions that are eligible or ineligible for refunds.
Non-refundable services
We cannot provide refunds for some services. These include, without limitation:
Domain registrations and renewals
If you have purchased a new domain (domain registration) or have paid for your existing domain to be renewed, we cannot process a refund once your order has been processed by us. Your order is processed when the following happens:
- A new domain's registration process is complete and your registration information becomes available at the registry's WHOIS service.
- An existing domain's expiration date has been extended by the period you have requested a renewal for, and the new expiration date is available at the registry's WHOIS service.
Domain registrations and renewals are for a minimum period of one year. When we receive your order to register or renew a domain, it is passed on to the associated registrar. All registrars we work with have a no-refunds policy for domain registrations and renewals.
BissesarCloud cloud backup services
When you place an order for a new BissesarCloud cloud backup service or to renew your existing licenses, the cloud storage space allocated to your subscription is reserved for the period of your initial subscription or renewal. This means that the space and associated server resources are not available to our other customers. For this reason, refunds will not be provided on any new or existing BissesarCloud cloud backup subscriptions.
Work already carried out
If we are developing a website or application for you and you request a refund, we will not provide a refund for the cost of the work we have already performed on your project. For most projects, we calculate costs based on the hours of work required.
Important Note:
Your individual Development Services Agreement (DSA) will contain any specific rights you have to request a refund. If you are unsure, please refer to your DSA before contacting us for a refund.
Special orders to third-parties
If you have requested for a specific product or service that we have to place an order for with a third-party, such as a supplier or reseller, we will not refund you for any payments already made and processed to the third-party. We may try to negotiate with some third-parties to request a refund, but it may not always be possible.
Software subscriptions
If you have purchased a software subscription through us, such as a productivity suite or an operating system/endpoint license, you are not entitled to a refund for the billing period for which you have paid. These rules often reflect those of the software resellers that we bulk-buy licenses from.
Chang of mind on purchases
You are not entitled to a refund for a "change of mind" if you have purchased a service or product from us. We suggest that you take your time and reach out to us if you have any questions or specific use case for our products, services, and subscriptions before you place an order. This applies to both physical and virtual products.
Fees and surcharges
If a fee or surcharge has been charged to you for a product, service, or subscription, they cannot be refunded. Often, these surcharges or fees are charged by our bank or payment services providers.
Partially refundable services
In some cases, we may agree to provide you with a refund for a service that you cancel. This is considered on a case-by-case basis and will generally take from a few days to weeks to process. We may reach out to you at various stages during the approval process to get further information from you. Partial refunds can only be considered for the following types of services:
Design and development services
If you have engaged us to develop a website or application, we may refund you the balance of the amount you have paid minus the cost of work already performed on your project. Refunds will not be provided for a breach of the Design Services Agreement (DSA) or any other agreements related to your project by you.
Third-party products and services (Based on eligibility)
If you have ordered a third-party product, service, or subscription through us, and the third-party's policy allows for a partial refund of your subscription, we will forward any requests for refunds to them for consideration. If your request is approved, we will provide you with the applicable refund.
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