We want our customers to be fully satisfied with the services they purchase through us. This Refund Policy explains the circumstances under which you may be eligible for a refund, how to request one, and what to expect during the process. It should be read alongside our Terms of Service.

If you require this policy or any related communications in an accessible format, please contact us and we will happily provide it.

Eligibility For Refunds #

Refunds are available in the following circumstances:

• If you cancel a service within the applicable money-back guarantee period, you may be entitled to a full refund.
  
• Refunds may also be considered in cases where an error on our part results in a charge for services not rendered, or if services fail to meet the agreed specifications.
  

Refunds are not provided for:

• Charges resulting from misuse of services or a breach of our Terms of Service.
  
• Costs associated with third-party products or services, including domain name registrations. Once purchased, the domain become yours to own, which means it cannot be refunded. Domain registrations are processed immediately with the registry and cannot be reversed.
  
• Partial use of a service within the billing period, unless otherwise stated.
  
• Certain promotional or discounted services, unless explicitly stated otherwise.

Partial Or Pro-Rata Refunds #

Our standard policy is to provide refunds only under our 30-day money-back guarantee. We don’t usually issue pro-rata or partial refunds after this period. However, if you feel your situation is exceptional, you’re welcome to raise it with our Complaints Team, who may consider a discretionary refund. While we can’t promise in every case, we’ll always review requests fairly and with understanding.

Requesting A Refund #

To request a refund, please contact our support team via your AeroWave dashboard or by emailing us. Please include your Support PIN, the service in question, and the reason for your request.

All refund requests will be acknowledged promptly, usually within two business days, and our team will review your request in line with this policy.

Refunds will be processed using the same payment method used for the original purchase wherever possible. Depending on your bank or payment provider, it may take 7 – 10 business days for the funds to appear in your account.

Our support team may contact you by email or phone to clarify the details of your refund request, but all final decisions and confirmations will be communicated in writing via our support tickets.

Account Credits #

In some cases, AeroWave may offer account credits than can be applied to future services instead of a monetary refund. Any decision to provide a credit instead of a direct refund is made at our discretion and will be communicated clearly to you. Account credits are transferable and must be used in accordance with our Terms of Service.

For the 30-Day Money Back Guarantee, refunds are always provided as monetary value, unless you specifically requests that the amount be issued as an account credit.

Raising A Complaint #

We aim to be transparant and fair with all refund requests. If, after reviewing your request, you still feel entitled to a refund, you may raise your concern through our Complaints Procedure. This ensures your concern will be formally reviewed, and we will work to resolve the matter throughly and fairly.