Refunds & Subscription Billing
Hantrix operates a subscription-based service for hosted websites. This policy explains when refunds are available for subscription and related one-time charges (for example, domain connection fees).
When Refunds May Apply
Because our core offering is a recurring subscription, refunds are limited. We will review refund requests and may approve refunds in the following limited situations:
- Service Not Delivered: We failed to provide the agreed service (for example, no WordPress access provided within a reasonable period) and a timely cure was not possible.
- Material Defect: The hosted service is materially non-functional and we are unable to resolve the issue within a reasonable period.
- Duplicate Charge: Duplicate payments processed in error by our billing provider.
All refund requests will be evaluated on a case-by-case basis. Contact support with full details and we will review your request promptly.
When Refunds Are Not Available
The following are examples where refunds are generally not provided for subscription charges:
- Fees already paid for a completed billing period after the service has been delivered.
- Change of mind or buyer's remorse.
- Customer-side issues such as lack of technical skills, customizations, or third-party integrations.
- Domain registration fees or third-party service charges paid by the customer; these are handled by the third-party provider.
- Charges authorized by the customer that were not disputed within a reasonable time.
If you believe your situation warrants an exception, please contact support and we will review it fairly.
Refund Timeline
Request Period
30 days from purchase
Review Process
1-2 business days
Refund Processing
5-7 business days
How to Request a Refund
1
Contact Our Support
Email info@hantrix.com with your order details and reason for refund
2
Provide Required Information
Include order number, purchase date, and detailed explanation of issues
3
Wait for Review
Our team will review your request within 1-2 business days
4
Receive Confirmation
You'll receive email confirmation once refund is approved and processed
Before Requesting a Refund
We encourage you to:
- Contact our support team — most issues can be resolved quickly via chat
- Allow us to troubleshoot any WordPress login or domain connection problems
- Review whether your site can be restored or reconfigured to meet your needs
- Consider pausing rather than canceling if you plan to return
Refund Methods & Timing
Where a refund is approved, we will generally process refunds using the original payment method or via bank transfer if the original method is not available.
- Refunds may take 5-10 business days to appear depending on your payment provider and bank.
- If payment was collected via Payoneer or another processor, settlement and refund timing may vary and are subject to the processor's policies.
Note: Processing times may vary depending on your financial institution and payment processor.
Frequently Asked Questions
Refunds for active or completed subscription periods are only issued in limited cases: service not delivered, a material defect we cannot resolve, or a duplicate charge. We do not offer refunds simply for change of mind once a billing period has started and access has been provided. All requests are reviewed case-by-case.
If a duplicate payment was processed in error (for example, two charges for the same monthly period), please contact us with your payment details. We will review and refund any confirmed duplicate charges.
Processing fees charged by payment processors may not always be refundable; we will not deduct an additional service fee for approved refunds but processor fees may apply in some cases.
Need Help?
Our customer support team is here to help resolve any issues:
We're committed to resolving issues quickly and fairly. Most problems can be solved without needing a refund.