Viewertech Refund and Cancellation Policy

Version: 1.0 Final
Effective date: 31 July 2026
Last updated: 31 July 2026

1. Purpose

This policy explains how Viewertech handles cancellations, failed or duplicate payments, refunds, domain orders, hosting, digital services and professional services.

It forms part of the Viewertech Terms and Conditions.

Contact details:

Viewertech Africa CC, trading as Viewertech Principal business location: Hochland Park, Windhoek, Namibia Website: https://viewertech.net Customer support: https://viewertech.net/support Email: info@viewertech.net Telephone: +264 81 604 5915

2. Important principles

Viewertech applies the following principles:

mandatory consumer rights are not excluded;
refunds are made only after the relevant transaction and fulfilment status are verified;
a successful payment does not itself mean a domain has been registered or hosting has been provisioned;
third-party registrar, registry, licence, data-centre or setup fees may become non-recoverable after submission or activation;
Viewertech will not charge for a service it cannot supply without offering an appropriate remedy;
refunds are normally returned to the original payment method;
no employee or automated process may promise a refund that has not been authorised.

3. How to request cancellation or a refund

Submit a request through https://viewertech.net/support or email info@viewertech.net.

Include:

customer name and email;
invoice or order number;
Stripe payment or transaction reference, if available;
affected domain or service;
reason for the request;
requested outcome.

Do not send full payment-card details.

Viewertech may request identity or authority verification before acting.

4. Consumer cancellation rights

If you are a consumer, mandatory cancellation rights in your jurisdiction apply.

4.1 UK consumers

For many online service contracts, a UK consumer may have 14 days from conclusion of the contract to cancel.

If you expressly request Viewertech to begin performance during that period:

Viewertech may begin work;
if you cancel before completion, you may be charged a reasonable proportion for work properly performed;
if the service is fully performed after the required express request and acknowledgement, the statutory cancellation right may end.

For digital content supplied immediately, the right to cancel may be lost only where the legally required express consent and acknowledgement have been obtained.

These rules are subject to the exact nature of the service and any statutory exception. Nothing in this policy limits a mandatory remedy for faulty, misdescribed or improperly supplied services or digital content.

4.2 Business customers

Business customers do not receive consumer cancellation rights unless expressly stated in the quotation, order or service terms.

5. Failed payments

A payment shown as failed, cancelled or expired is not charged by Viewertech as a completed order.

A temporary bank authorisation may remain visible for a period controlled by the bank or payment provider. Viewertech cannot always release it directly, but will provide transaction evidence where available.

If Viewertech receives funds for a transaction that did not create the intended order, we will reconcile the payment and either:

complete the order with your approval; or
refund the payment.

6. Duplicate payments

A verified duplicate payment for the same order will be refunded in full unless you instruct Viewertech to apply it to another valid invoice.

Viewertech may require the payment identifiers and will check whether separate orders were created.

7. Domain orders

7.1 Before registrar submission

A paid domain order may remain Pending Manual Registration.

Before submission to the registrar, you may request cancellation. Viewertech will normally refund the domain amount if:

no registrar or registry order has been submitted;
no non-refundable third-party cost has been incurred;
no fraud, chargeback or legal hold prevents the refund.

7.2 Domain unavailable after payment

If the requested domain is no longer available before registration, Viewertech will offer:

a full refund for the affected domain; or
an alternative domain, only with your express approval and any price adjustment.

Viewertech will not silently substitute a domain.

7.3 Premium or changed registrar pricing

If a domain is identified as premium or the verified cost materially changes before submission, Viewertech will not register it without your approval.

You may accept the revised price or receive a refund for the unfulfilled domain order.

7.4 After registrar submission

Once a domain order has been submitted to and accepted by a registrar or registry, it may be irreversible and the third-party cost may be non-refundable.

Viewertech will not normally refund a successfully registered domain merely because:

you changed your mind;
you misspelled the requested name after approving it;
you no longer need it;
you failed to review eligibility or registry rules;
you selected the wrong registration period.

This does not remove mandatory consumer rights or a remedy where Viewertech made an error, supplied a materially different domain, submitted without authority or failed to perform with reasonable care and skill.

7.5 Failed registration

If the registrar rejects the registration and no non-refundable cost is retained, Viewertech will refund the affected amount.

If a third-party fee is retained, Viewertech will provide available evidence and apply the law and the applicable registrar or registry terms when determining the remedy.

7.6 Renewals, redemption and restoration

Domain renewal, redemption and restoration fees may be non-refundable once submitted.

Failure to renew before expiry can cause interruption, redemption charges or permanent loss. Courtesy reminders do not transfer renewal responsibility from the registrant.

8. Hosting services

8.1 Before provisioning

If hosting has not been provisioned and no non-refundable third-party cost has been incurred, Viewertech will normally cancel and refund the hosting charge.

8.2 After provisioning

Once hosting has been provisioned, setup and current-period fees may be non-refundable, particularly for VPS, dedicated, licensed, customised or third-party infrastructure.

Where consumer cancellation rights apply and early performance was requested, Viewertech may deduct a reasonable amount for work and service already provided.

8.3 Service failure

If Viewertech cannot provide the contracted hosting service, we may:

reperform or correct the service;
migrate you to an equivalent service;
provide a reasonable service credit;
reduce the price;
refund the affected unused period.

The appropriate remedy depends on the issue, duration, service type and mandatory law.

8.4 Customer-caused issues

Refunds are not normally provided for interruption caused by:

compromised customer credentials;
unsupported or unpatched customer software;
customer configuration;
malware introduced through customer content;
exceeded resource limits;
prohibited use;
DNS changes not controlled by Viewertech;
failure to provide required access or information.

Viewertech will still provide support according to the applicable service scope.

9. Professional, development and managed services

For consultancy, development, migration, configuration and managed services:

completed milestones and time properly spent are chargeable;
deposits may be applied to work performed and committed third-party costs;
cancellation must be made in writing;
unfinished prepaid work will be assessed against completed work, committed costs and the agreed cancellation terms;
custom work is not automatically refundable because the customer changes direction.

Where Viewertech materially fails to meet the agreed specification, we will first seek to correct or reperform the work. Mandatory legal remedies remain available.

10. Digital tools, software and downloads

Free tools are not eligible for refunds.

For paid digital content or software:

mandatory digital-content rights apply;
a refund may be available where content is faulty, misdescribed or cannot be supplied;
where immediate supply begins after the legally required consent and acknowledgement, a statutory change-of-mind cancellation right may end;
licence keys or third-party licences may be non-refundable after issue or activation.

11. Renewals and recurring services

Unless checkout or the service order expressly states that automatic renewal applies, Viewertech services do not renew automatically.

Where automatic renewal is offered, the price, frequency, cancellation method and applicable notice will be shown before purchase.

A renewal already submitted to a registrar, registry or infrastructure provider may be non-refundable.

12. Abuse, suspension and termination

Viewertech does not owe a refund for a period during which a service is suspended because of a serious or repeated breach, unlawful activity, security threat, non-payment or violation of the Acceptable Use Policy, except where mandatory law requires otherwise.

Termination does not remove charges already incurred.

13. Chargebacks and payment disputes

Contact Viewertech before initiating a chargeback so we can investigate.

Fraudulent or abusive chargebacks may lead to service suspension and recovery of reasonable costs, subject to applicable law.

A lawful payment dispute does not remove your consumer rights.

14. Refund method and timing

Approved refunds are normally returned to the original payment method and currency.

Viewertech will initiate the refund promptly after approval. The time for funds to appear depends on Stripe, the payment network and your bank and is commonly several business days.

Viewertech is not responsible for exchange-rate differences, bank fees or payment-network delays outside its control, except where law requires otherwise.

15. Partial refunds and credits

Where only part of an order is affected, Viewertech may refund the affected item or unused portion rather than the entire order.

A service credit will be offered instead of cash only where:

you agree; or
the applicable service terms provide for credits and mandatory law permits it.

16. Refund refusal

Viewertech may refuse a refund where:

the service was properly supplied and no cancellation right applies;
a domain or third-party service has been irreversibly submitted;
the request is fraudulent or abusive;
the request relates to customer error after clear confirmation;
the request falls outside an agreed cancellation period;
a legal hold, chargeback or sanctions issue prevents processing.

The refusal will not override mandatory law. Viewertech will provide a reason where appropriate.

17. Complaints

If you disagree with a refund decision, submit a complaint with supporting evidence.

Contact:

Consumers may also use any competent consumer authority, regulator, alternative dispute process or court available under mandatory law.