At Hostiva, we are committed to your satisfaction. This policy outlines our refund terms for each service type. Please read carefully before purchasing.
1. Website Development
✓ Refundable Situations
- Project cancelled before work has started — 100% refund of deposit
- Hostiva fails to deliver the agreed scope — partial or full refund depending on work completed
- Major technical issues we cannot resolve within 30 days of launch
✗ Non-Refundable Situations
- Work already completed and delivered
- Client changes their mind after work has begun
- Client-provided content causes issues
- Change of requirements after project scope is agreed
- Design disagreements after approval of initial concepts
2. Software Development
Software development refunds follow similar principles to website development. Due to the significant time investment, refunds are limited to cases where Hostiva cannot fulfill the agreed deliverables. Work completed prior to cancellation is charged at our standard rates.
3. Web Hosting
- Hosting fees are non-refundable once the plan is activated
- If you choose to cancel early, your hosting remains active until the end of the paid period
- If we fail to maintain 99% uptime (excluding scheduled maintenance), we may offer service credits
4. Website & Software Maintenance
- Monthly maintenance plans can be cancelled with 15 days notice — no refund for the current month
- Annual maintenance plans are non-refundable after the first 7 days
- Unused service time is not refunded
5. Digital Marketing
- Monthly marketing retainers can be cancelled with 15 days notice for the next month
- Work already performed (posts published, ads run) is non-refundable
- Ad spend paid to platforms (Google, Facebook) is non-refundable by Hostiva
6. How to Request a Refund
To request a refund, contact us within 7 days of the issue:
- 📧 Email: support@hostiva.trushme.top
- 💬 WhatsApp: +977 9762948720
- Include your project name, payment details, and reason for the refund request
We will review your request within 3 business days. Approved refunds are processed within 7 business days via the original payment method.
7. Dispute Resolution
We prefer to resolve all issues amicably. If you're unhappy with our service, please contact us first — we're committed to finding a fair solution. If we cannot reach an agreement, disputes will be handled according to our Terms of Service.
8. Contact
Refund questions? Contact us anytime:
📧 support@hostiva.trushme.top
📞 +977 9762948720
💬 WhatsApp available 9 AM – 6 PM NST