Africa Registry is a long established domain name registrar which also provides web hosting, email hosting and global phone number services. In the spirit of such growth, it is the policy of Africa Registry to maintain a fair balance when providing services or subscriptions to customers.
There are different circumstances where we may provide a pro rata or full refund for a product and/or service ordered through our web site. For this reason we suggest that that you read this policy in its entirety before making any request for a refund.
Following are definitions of terms used in these Refund and Cancellation Policy.Domain Name Any domain name registered through Africa Registry as the Registrar of record.After Market Domain Names This is often referred to Marketplace Domain names. These are pre-registered domain names that we offer for sale.Domain Name Services Any Domain Name registration, renewal and other services associated with a Domain NameEmail Address An email address provided by Africa Registry in accordance with the Terms of Service.Hosted Website A Registrant's website that is hosted by Africa Registry in accordance with the Terms of Service.Relevant Party Includes each of the following parties:
When you place your order for a domain name, web hosting, phone number (PhNUM ©), or any other product or service through our web site, you agree to be bound by our Terms of Service, which is incorporated herein by reference and made part of this Refund and Cancellation Policy.
As a globally accredited registrar, we provide direct domain name registrations through various up line providers throughout the world. Each domain name extension has its own set of policies, rules, and procedures. For this reason, it is sometimes possible to cancel an order without financial penalty if the fulfilled order is cancelled within a short time frame.
Due to strict time frames, you cannot request to cancel an order by email or by using our Contact Us web form. We can only accept a request to cancel a new order by telephone. In these circumstances we will evaluate your refund request and will then send you an email confirmation acknowledging we have received your refund request.
For us to process a refund, you may also be required to return signed document or documents to us on our request.
The conditions for when we may apply a full or pro rata refund for domain name orders are outlined below:
The conditions for when we may apply a refund for Web Hosting or Email Hosting orders are outlined below:
It should be noted that calling credit which is used for advanced call re-direction services is not refundable under any circumstance.
Africa Registry may offer a full refund when:
Due to various policies and regulations for regulatory authorities throughout the world, some domain name license periods are managed by the registries (up line providers), while other domain name license periods are managed directly by the registrar.
For domain names where the license period is fully managed by us being the registrar of the record of the domain name, it may be possible for you to apply for a pro-rata refund if you cancel your domain name before the domain name expires.
For Web Hosting and Email Hosting service, it may be possible for you to apply for a pro-rata refund if you cancel your Web Hosting or Email Hosting service before the hosting service expires.
For services relating to Global Phone Numbers including Global Phone Numbers, Calling Channels and Calling credit, it may be possible for you to apply for a pro-rata refund if you cancel your this service before the service expires.
The pro-rata refund amount will be calculated by determining the total price paid for the product and/or service, less already spent terms (which is defined by how long the domain name or hosting service or global phone number service has previously been registered with Africa Registry being the recognized serviced provider). When calculating refunds, any partial year order terms may be recognized as a spent yearly registration term, and in these circumstances, that yearly license term may not be refundable.
Where a refund is applied, a credit note will be allocated to your account equaling the full refund amount.
Where monetary funds is returned to you where Africa Registry is not at fault, Africa Registry will retain a 20% processing fee of the total order amount to recover all associated banking and administration costs.
Use of our Back Up Credit Card Merchant account.
For Credit Card payments, we use the multi-currency WorldPay merchant facility to process credit payments for products or services through our web site. In some very rare circumstances, this merchant facility prevents us from taking payments in order to fulfill a produce and/or service ordered through our web site.
In circumstances where we cannot take payment, we may attempt to bill service using our legacy (backup) credit card merchant, which is identified as "INSTRA COM REGISTRY SVCS". This merchant facility only supports payments in Australian Dollar ("AUD") currency. When payments are charged using this facility, the price we charge is converted into an Australian Dollar amount using a Foreign Currency Spot rate conversion, and charged to your credit card in Australian Dollars at the equivalent converted price. In these circumstances, a foreign transaction fee may be charged by your credit card provider. This fee is independent of Africa Registry and it may be charged as a separate fee or inclusive of the purchase price.
It is important to understand that this additional fee may be added to the total amount charged, or listed as a separate fee on your credit card statement; however in most cases such fees do not exceed 3% of the total amount charged.
A Tax Invoice indicating the AUD amount for your order may be provided on request.
Refund Payments of Fees using our Back Up Credit Card merchant.
In the event that we find a billing irregularity where our legacy (back up) credit card merchant has been used, and where we determine that a full refund is necessary, we will refund the full amount we charged to your credit card using the refund feature in our Back Up Credit Card merchant. This means that funds will be returned directly to your credit card.
As our merchant charges in AUD currency only, the refund amount will also be in Australian dollar too. The amount refunded will be exactly the same value we have charged in Australian Dollar, however due to frequent changes in the foreign currency exchange rate, the amount returned to you maybe greater or lesser than the original amount charged. In these circumstances, we do not consider the refund payment to be a billing irregularity.
For refunds of this nature, a billing statement indicating the AUD amount refunded may be provided on request.
Africa Registry often participates with launches of new domain names. As a registrar that participates in these new launches, we may charge additional fees. These fees relate to additional charges that the Registry or up line provider charge us for participating in the new domain name launches.
New domain name launches are usually staged across several application periods which may include a several Sunrise Periods, a Landrush Period, and in some circumstances a Premium Names period.
Depending on the rules governing the launch of the new domain name, additional fees may apply which can include:
During new Domain Name launches, it is often possible for multiple applicants to apply for the same domain name during the Sunrise period, Landrush period, or Premium domain name periods - and such fees usually provide you with the rights to apply for this domain name jointly with other applicants. Such fees are generally charged by the up line provider, and we in turn pass these costs onto you.
In the event that we successfully submit your application to the registry or upline provider, and we receive confirmation that your application has been confirmed, your application fee cannot be refunded.
During these special application periods, we may also charge a domain name registration fee too. This fee is charged as a separate billing item, however if you are not successful in obtaining your domain name during these specific periods, the registration fee will be allocated as a credit, which you may use to register another domain name.
For the majority of refund payments, a credit note will be applied to your account. A monetary value is assigned to the credit note. You may use this credit to purchase another product and/or service from our web site using the credit note.
You should be aware that unused credit notes will be forfeited 730 days (or 2 years) from the date that the credit note is added to your account.
For customers that have received a credit note prior to May 31 2012, where the credit note has been removed, you may request that we re-instate this credit note. Once the credit note has been re-instated, you must use this credit within 365 days of the credit note being re-applied to your account otherwise the credit note will be forfeited.
Should you wish to have the credit note returned as a monetary unit to your Credit Card or PayPal account, Africa Registry will retain 20% of the value assigned to the credit note in order to recover all associated banking and administration costs in relation to processing the refund.