Refund Policy
Last Updated: March 15, 2026
At HostForge Australia, we want you to be completely satisfied with our services. This Refund Policy outlines the terms and conditions for refunds on our products and services.
1. Company Information
HostForge Australiais a sister concern of
Cyvera Pty Ltd
ABN: 37 694 677 926
Registered Office: G3/62 Didsbury St, East Brisbane, QLD 4169
Email: billing@hostforge.com.au
2. 30-Day Money-Back Guarantee
We Offer a 30-Day Money-Back Guarantee on All Hosting Plans
If you're not satisfied within the first 30 days of service, we'll refund your hosting fees in full.
We stand behind the quality of our services. That's why we offer a risk-free 30-day money-back guarantee on all web hosting plans. If you're not completely satisfied within the first 30 days of your account activation, we'll refund the full amount of your hosting fees.
3. Non-Refundable Items
The following items are non-refundable under any circumstances:
Domain Registrations
Domain name registrations, transfers, and renewals cannot be refunded once processed.
SSL Certificates
SSL certificate purchases are non-refundable once issued.
Professional Services
Custom development, SEO services, and support hours are non-refundable once work has commenced.
Setup Fees
One-time setup or installation fees are non-refundable.
Add-on Services
Additional services like dedicated IPs, backup add-ons, and software licenses.
Terms of Service Violations
Accounts terminated due to violations of our Terms of Service or Acceptable Use Policy.
4. Refund Eligibility Conditions
To be eligible for a refund, the following conditions must be met:
- Refund request must be submitted within 30 days of the original purchase date
- The account must be in good standing (no Terms of Service violations)
- Domain names registered through us are non-refundable but remain under your ownership
- Only one refund per customer (we cannot provide refunds for repeated sign-ups)
5. How to Request a Refund
To request a refund, please follow these steps:
- Log in to your HostForge client area
- Navigate to "My Services" and select the service you wish to cancel
- Click on "Request Cancellation" and select "Immediate" with reason "Requesting Refund"
- Alternatively, email billing@hostforge.com.au with your account details and refund request
Refund requests must include:
- Your full name and account email
- The specific service you're requesting a refund for
- Date of purchase
- Reason for cancellation (optional but appreciated)
Quick Refund Request
Send an email to our billing department:
billing@hostforge.com.au
Response within 24 hours
6. Refund Processing Time
1. Approval
Within 24-48 hours2. Processing
3-5 business days3. Total Time
5-10 business daysRefunds are typically processed within 5-10 business days of approval, depending on your financial institution. Credit card refunds may take additional time to appear on your statement.
7. Money-Back Guarantee Exceptions
The 30-day money-back guarantee does not apply in the following situations:
| Situation | Explanation |
|---|---|
| Abusive Resource Usage | Accounts suspended for excessive resource usage that negatively impacts server performance |
| Fraudulent Activity | Accounts identified as potentially fraudulent or using stolen payment methods |
| Chargebacks | Customers who initiate chargebacks will have accounts terminated and forfeit refund rights |
| Multiple Refunds | Customers who have previously received refunds for the same or similar services |
| Domain-Related Issues | Domain-specific issues are handled by the relevant registry policies |
8. Cancellation vs Refund
Cancellation
Cancelling your service stops future billing but does not automatically entitle you to a refund for past payments. You can cancel anytime through your client area.
Available 24/7 via client areaRefund
Refunds are only available within 30 days of purchase and must be specifically requested. Cancellation alone does not trigger a refund.
Must be requested separately9. Domain Refund Policy
Domain name registrations are subject to the policies of the respective registries:
- .com, .net, .org, .au domains: Non-refundable once registered
- Domain transfers: Non-refundable once initiated
- Domain renewals: Non-refundable once processed
If you cancel your hosting within the 30-day guarantee period, you may keep any domain names registered through us, but the domain registration fees are non-refundable. You will continue to own the domain and can manage it through your account.
10. Professional Services Refund Policy
Our professional services (development, SEO, support hours) are billed based on time and materials:
- Custom Development: Non-refundable once work has commenced. 50% deposit required before work begins.
- SEO Services: Monthly retainers are non-refundable once the month has started.
- Support Hours: Pre-purchased support hours are non-refundable but do not expire for 12 months.
11. Chargeback Policy
Important: Chargebacks
If you dispute a charge with your bank or credit card company (chargeback) instead of requesting a refund through us:
- Your services will be immediately suspended
- Your account will be terminated
- You will be permanently banned from future services
- We will contest the chargeback with evidence of service delivery
Please contact us first - we're happy to resolve any billing issues directly.
12. Payment Processing Disclosure
Secure Payment Processing: All payments on HostForge are securely processed through Stripe.
Stripe uses industry-standard encryption and security to protect customer transactions. Refunds are processed back to the original payment method via Stripe.
13. Refund Policy Summary
| Service Type | Refund Eligibility | Timeframe | Notes |
|---|---|---|---|
| Shared Hosting | Eligible | 30 days | Full refund of hosting fees |
| WordPress Hosting | Eligible | 30 days | Full refund of hosting fees |
| Business Hosting | Eligible | 30 days | Full refund of hosting fees |
| Developer Hosting | Eligible | 30 days | Full refund of hosting fees |
| Domain Registration | Not Eligible | N/A | Non-refundable, but you keep the domain |
| SSL Certificates | Not Eligible | N/A | Non-refundable once issued |
| Professional Services | Partial | Before work starts | Non-refundable after work begins |
| Support Hours | Not Eligible | N/A | Valid for 12 months, non-refundable |
14. Contact Billing Support
If you have questions about our refund policy or need assistance with a refund request, please contact our billing department:
Email: billing@hostforge.com.au
Phone: +61 470 575 931
Hours: Mon-Fri, 9am-5pm AEST
Client Area: Submit support ticket
Cyvera Pty Ltd | ABN: 37 694 677 926
15. Policy Updates
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services after changes constitutes acceptance of the revised policy.
Last Updated: March 15, 2026
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If you're not satisfied with our services, please contact us before requesting a chargeback. We'll work with you to resolve any issues.
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