1. Web Hosting Satisfaction & Service Quality Policy
WebIQ Web Hosting Services provides high-performance hosting backed by our 99.9% Uptime SLA. Under our canonical Terms of Service, all subscription and hosting fees are non-refundable once service provisioning is completed, unless otherwise explicitly determined by billing management under verified service unavailability or SLA credit terms.
If you experience verified core infrastructure non-performance or critical outages exceeding SLA thresholds, you may submit a formal billing inquiry or SLA credit claim within 30 days of the incident. In accordance with our SLA, approved remedies are issued as service credits applied toward future invoices. Subsequent renewal invoices, plan upgrades, domain registrations, and accounts suspended due to Acceptable Use Policy violations are strictly non-refundable.
2. Non-Refundable Services (Domains & SSL)
Certain services require immediate, irreversible allocation of capital to external upstream registries and licensing authorities. The following services are strictly non-refundable:
- Domain Name Operations: All domain registrations, renewals, and incoming transfers across all top-level domains (.ng, .com.ng, .org.ng, .com, .net, etc.) are final once submitted to the respective registry operator (NiRA, Verisign, Public Interest Registry, etc.). Registry fees are consumed immediately and irrevocably upon submission.
- Dedicated Certificates & Add-ons: Extended Validation (EV) and Organization Validation (OV) SSL certificates, dedicated IPv4/IPv6 address allocations, premium cPanel add-on licenses, and Whois Privacy protection services are non-refundable once provisioned.
- Marketplace Transactions: Escrow-held domain asset purchases, transfer fees, and broker commission charges are governed by distinct marketplace agreements and are non-refundable once ownership transfer is completed.
3. Cloud Compute, VPS & Custom Solutions
WWS Cloud containers, Virtual Private Servers, and managed enterprise clusters are billed based on allocated hardware, RAM, CPU cores, and storage capacity. Because physical server resources are reserved specifically for your account:
- Cloud compute fees are non-refundable once server instances are provisioned.
- Unused hourly or pro-rata balances resulting from midterm cancellations may be credited to the user's account wallet for future infrastructure use, subject to technical review.
- Setup fees for customized infrastructure, private networking, or migration services are non-refundable.
4. Cancellation Procedure
Customers may cancel services at any time directly through the WWS Customer Portal. To prevent unwanted renewal invoices:
- Self-Service Cancellation:Navigate to the active service under your Dashboard, select “Manage Service”, and submit a cancellation request specifying whether cancellation should take effect immediately or at the end of the current active billing cycle.
- Advance Notice: Cancellation requests must be submitted at least 48 hours prior to the scheduled renewal date to prevent automated invoice generation.
- Data Retention: Upon cancellation or termination, hosting containers and storage volumes are queued for deprovisioning. Backups remain stored for a grace period of 7 calendar days, after which all data is permanently purged from storage nodes.
5. Disputes & Payment Reversals
Customers agree to contact WWS Support and Billing (billing@wwsng.com) to investigate and resolve any billing discrepancies before initiating chargebacks or payment disputes with banks, card issuers, or payment processors (Nomba, Paystack, Flutterwave).
Initiating an unwarranted or fraudulent chargeback without prior consultation will result in the immediate suspension of all customer services, forfeiture of unearned balances, and potential reporting to fraud prevention agencies in accordance with Nigerian law.
6. Statutory Rights & Jurisdiction
Nothing in this policy limits or affects statutory consumer protection rights provided under the laws of the Federal Republic of Nigeria. Approved refunds will be processed in the original transaction currency (Nigerian Naira or US Dollars) to the originating payment method within 5–10 business days, or credited instantly to the customer account wallet upon request.