Refund & Cancellation Policy

1. General Policy Overview

At DoniaHost, we strive to deliver robust, high-performance web hosting solutions backed by enterprise NVMe infrastructure and 24/7 technical assistance. As digital server resources, bandwidth allocations, and licenses are immediately provisioned upon payment confirmation, we do not issue routine or unconditional refunds once a hosting service has been activated.

2. Emergency Circumstances & Discretionary Refunds

We understand that exceptional and unforeseen situations can occur. Refunds for web hosting services are evaluated solely under genuine emergency situations and must meet the following criteria:

• A verifiable technical failure directly attributable to DoniaHost's core infrastructure that prevents basic hosting functions and cannot be rectified by our engineering staff within an acceptable timeframe.
• Duplicate accidental billing transactions processed by the automated payment gateway.
• All refund requests must be formally submitted through a support ticket within 48 hours of the initial transaction.

Every emergency refund application is strictly reviewed by DoniaHost management on a case-by-case basis. Approval remains at the sole discretion of DoniaHost management.

3. Non-Refundable Items & Services

Under no circumstances are the following items eligible for a refund:

• All domain name registrations, renewals, and incoming domain transfers.
• Dedicated servers, custom cloud instances, and add-on dedicated IP addresses.
• Third-party software licenses (cPanel, LiteSpeed, CloudLinux, WHMCS, SSL certificates).
• Administrative setup fees or custom technical configuration fees.
• Accounts terminated or suspended due to violations of our Acceptable Use Policy (such as spam, malware, phishing, or copyrighted piracy).

4. Processing of Approved Refunds

If an emergency refund is formally authorized by management:

• Any payment processing gateway surcharge, transaction fee, or government taxation levied during the original transaction will be deducted from the refund amount.
• Refunds will be remitted using the original payment channel (such as bKash, Nagad, Rocket, or original card) within 7 to 10 business days from the date of approval.
• Alternatively, clients may elect to receive the balance as a non-expiring DoniaHost account credit for future invoice payments.

5. How to Submit a Refund Inquiry

To submit an inquiry regarding a billing issue or emergency situation, please log in to your DoniaHost Client Portal and open a ticket under the Billing Department: