Refund & Money-Back Policy

130-Day Money-Back Guarantee

If you're not satisfied with your Nyasa Cloud hosting plan, you can request a full refund within 30 days of your initial purchase — no questions asked. This applies to your first payment on a new hosting account, giving you a genuine risk-free way to try our service.

2Eligible Services

The 30-day money-back guarantee applies to the first billing cycle of the following new services:

• Shared Hosting (Kalulu, Kambuku, Mkango, Njovu plans)
• Single Site Hosting
• WordPress Hosting
• Email Hosting
• Reseller Hosting

VPS Hosting is covered by a shorter 7-day money-back guarantee, reflecting the dedicated resources allocated to your server from the moment it is provisioned.

3Non-Refundable Items

The following are not eligible for refunds, in line with standard hosting industry practice and registry rules:

• Domain registrations and transfers — once a domain is registered or transferred, the registry fee is non-recoverable. Domain orders cannot be cancelled or refunded once processed.
• WHMCS and other software licences — licence keys are issued by the vendor upon activation and cannot be refunded once issued, except where required by the vendor's own policy.
• Dedicated IP addresses and other one-time setup add-ons that have already been provisioned.
• Renewal payments on services beyond their original money-back window (see Section 6).
• Any service where the money-back period has already passed.

4How to Request a Refund

To request a refund under this policy:

1. Open a support ticket from your client portal, message us on WhatsApp, or email hello@nyasacloud.mw;
2. Include your account email and the service/invoice you'd like refunded;
3. Our team will confirm eligibility and process approved refunds within 5–7 business days.

You don't need to give a reason, but if there's something we could improve, we'd genuinely love to hear it.

5Refund Method & Timing

Approved refunds are issued in Malawian Kwacha (MWK) using the same payment method used for the original purchase, where possible:

• Airtel Money / TNM Mpamba: refunded to the originating mobile money account, typically within 3–5 business days.
• Bank transfer: refunded to the originating bank account, typically within 5–7 business days.
• Card payments (Visa/Mastercard): refunded to the original card, which may take 5–10 business days to appear depending on your bank.

If the original payment method is no longer available, we will work with you to find an alternative refund method.

6Renewal & Recurring Payments

The 30-day (or 7-day, for VPS) money-back guarantee applies only to your first payment for a service. Renewal payments — whether monthly or annual — are not covered by the money-back guarantee, since by renewing you have already used the service for a prior billing period.

If you no longer wish to continue a service, please cancel it from your client portal before the renewal date to avoid being billed for the next cycle. We send renewal reminder emails in advance of every renewal.

If a renewal payment is taken in error (for example, after you cancelled), contact us immediately and we will investigate and refund the erroneous charge in full.

7Cancellations

You can cancel any service at any time from your client portal or by contacting support. Cancelling a service:

• Stops future renewal billing for that service;
• Does not automatically trigger a refund of the current billing period unless you are within the money-back window described above;
• May result in deletion of hosted data after a grace period — please back up your data before cancelling.

8Chargebacks & Disputes

If you have a billing concern, please contact us first — most issues can be resolved quickly and amicably. Initiating a chargeback or payment dispute with your bank or mobile money provider without contacting us first may result in suspension of your account while the dispute is investigated, and may affect your ability to use Nyasa Cloud services in future.

9Abuse & Exceptions

We reserve the right to decline a refund, or to recover the cost of a previously refunded service, where:

• The account was suspended or terminated for violating our Acceptable Use Policy or Terms of Service;
• We reasonably believe the refund request is part of a pattern of abuse (e.g. repeated sign-up/refund cycles);
• Significant resources (such as bandwidth, storage or compute on a VPS) were consumed in a way inconsistent with normal use during the refund window.

10Changes to This Policy

We may update this Refund Policy from time to time. Changes will be posted on this page with a revised "Last updated" date. The policy in effect at the time of your purchase will apply to that purchase.

11Contact Us

Questions about a refund or this policy? We're happy to help: