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IGENO Refund and Returns Policy

Integrity | Excellence | Accountability | Service Delivery
We have prepared this Refund Policy to explain when you can request a refund with respect to products and services acquired from IGENO or through us from our partners and/or affiliates (collectively “Services”).

General Terms

General terms apply to all refund eligible Services. In addition, there may be special term(s) that apply to a specific product and/or service and those are outlined below.

  • In no event is the same Service eligible for more than one refund.
  • Service(s) must be cancelled before we can issue a refund.
  • No refund will be made if your Service(s) are suspended or terminated for cause.
  • If purchased Service(s) include free domain name registration as part of a promotion or sale of the Service(s), and you cancel the purchased Service(s), the standard price for the domain name will be deducted from the refund amount. If the refund amount is less than the standard price for the domain, you must either elect to pay the difference or forfeit the domain, in which case, ownership of the domain will revert back to IGENO.
  • All refunds are processed in U.S. dollars: you, the customer, bear sole responsibility for any fluctuations in the exchange rate(s) between the time of payment and the time of refund.
  • Purchases made by credit card, Bank Transfer and Mobile Money may be refundable to the original source of payment. IGENO is not responsible for any additional charges imposed by your credit card company Bank Transfer and Mobile Money payment processor in the case of refund.
  • Any processing fee(s) will be deducted from a refund.

 

Additional refund requirements may apply based on specific terms and conditions notified to you when purchasing any Service(s).

Special Terms

 

Domain Name Registration

  • Unless this Refund Policy specifically provides for a refund, all fees for domain name registrations and related domain name Service(s) are non-refundable, in whole or in part, even if your domain name registration is suspended, cancelled or transferred prior to the end of your then current registration term.
  • New domain name registrations may be refundable, at the sole discretion of IGENO, if you, the registrant, cancel the domain name registration for a valid reason and the cancellation is processed within 5 days (120 hours) after registration. Please note that, in some cases, cancellation and refund are not available for new domain registrations due to restrictions imposed by the applicable registry or registry operating company.
  • No refunds are available for fees paid for After Market Domain Names unless your After Market Domain Name registration is rejected or cancelled by IGENO, the registry or the third party seller.
  • No refunds are available for fees paid for Premium Domain(s).
  • No refunds are available for fees paid for any of the following:
    • Additional fees paid for Pre-Orders, Sunrise or Landrush periods or participation in an Early Access Program; or
    • Fees paid for related Service(s).
  • In the case of an unsuccessful attempt to transfer a domain name to IGENO, we will automatically refund any fees paid as an account credit.

 

Domain Name Renewal

  • Unless this Refund Policy specifically provides for a refund, all fees for domain name renewals and related domain name Service(s) are non-refundable, in whole or in part, even if your domain name is suspended, cancelled or transferred prior to the end of your then current registration term.
  • A domain name renewal may be refundable, at the sole discretion of IGENO, if you, the registrant, cancel the domain name registration for a valid reason and the cancellation is processed within 5 days (120 hours) after registration for the most of TLDs. Please note that, in some cases, cancellation and refund are not available for domain renewals due to restrictions imposed by the applicable registry or registry operating company.
  • It is not possible to cancel renewals for:
    • **.AU,
    • .CH,
    • .CM,
    • .CX,
    • .DE,
    • **.ES,
    • .EU,
    • .FR,
    • .IS,
    • .LI,
    • .NL,
    • .NU,
    • **.PE,
    • **.PH,
    • **.SG,
    • .TO,
    • **.UK,
    • .WS,
    • .CA.

 

Web Hosting

  • Unless this Refund Policy specifically provides for a refund, all fees for Web Hosting and related Service(s) are non-refundable, in whole or in part, even if your Web Hosting Service(s) are suspended or terminated prior to the end of your then current contract term.
  • Renewals of Web Hosting may be refundable, at the sole discretion of IGENO, if you, the account holder, cancel your hosting within forty-eight (48) hours after the renewal. In other cases a prorated refund may be provided upon consideration.
  • No refunds are available for the following:
    • Any additional features, services or upgrades added to your Web Hosting package and purchased at additional fee;
    • Any fees related to domain name registrations associated with your Web Hosting package;

 

SSL Certificates

  • Unless this Refund Policy specifically provides for a refund, all fees for SSL Certificates are non-refundable, in whole or in part.
  • If a refund is available, fees for SSL Certificates will be refunded in the form of an account credit.
  • In order to qualify for a refund you must do one of the following within ninety (90) days after purchase: that is, you must 1) obtain issuance and thereafter make a written request for a refund within fifteen (15) days of that date; 2) attempt at issuance and be unsuccessful, in which case the refund will be credited to your account automatically; or 3) make no attempt at issuance but make a written refund request to IGENO.

 

PremiumDNS

  • Unless this Refund Policy specifically provides for a refund, all fees for PremiumDNS and related Service(s) are non-refundable, in whole or in part, even if your PremiumDNS Service(s) are suspended, cancelled or transferred prior to the end of your then current contract term.
  • Fees for the Services may be refundable, at the sole discretion of IGENO, if you cancel the Services within five (5) days after purchase.

 

Websites Design and Development

  • Unless this Refund Policy specifically provides for a refund, all fees for website development are non-refundable, in whole or in part.
  • In most cases, once the process has been launched, can not be refundable, or considered so at the sole discretion of IGENO, if you request cancellation and refund within twenty-four (24) hours after contract signing.
  • No refunds are available for themes used in the development of the websites; however, once a theme is purchased, it becomes a property of the client.

 

Product Brand Development

  • Unless this Refund Policy specifically provides for a refund, all fees for product brand development are non-refundable, in whole or in part.
  • In most cases, once the contract has been signed, no refunds are made, or considered so at the sole discretion of IGENO, if you request cancellation and refund within twenty-four (24) hours after contract signing.
  • No refunds are available for graphic properties and elements like photos, fonts, illustrations used in the development of the brands; however, once an element is purchased, it becomes a property of the client.

 

Product Brand Development

  • Unless this Refund Policy specifically provides for a refund, all fees for printed products business cards, flyers, posters and a like are non-refundable, in whole or in part especially when approved by the client.
  • In most cases, IGENO tries as much as possible to reduce on the human error in all its work processes, in case such arises, we are held accountable and liable to make a refund inform of reproduction.
  • No refunds are available for graphic properties and elements like photos, fonts, illustrations used in the development of the brands; however, once an element is purchased, it becomes a property of the client.

 

Non-refundable Services

All other Services are non-refundable, including but not limited to:

  • Graphic Design work (Posters, Flyers, Technical Assistance, Website Maintenance);
  • Transfers or renewals of domain name registrations;
  • Fees for recovery or reactivation of domain names;
  • Any Services purchased or acquired at a reduced fee or on promotion; or
  • Any fees paid by you to IGENO for providing non-service related support.

 

Refund Requests

If you think you are eligible for a refund, you can submit a helpdesk ticket here. You must include the following information in your request:

  • Why you are asking for a refund;
  • Transaction identifying information (e.g. account username, support pin, transaction number, domain name, date of purchase); and
  • Any additional information the Customer Service team asks for in order to process your refund request.

 

Contacts

If you have questions about our Refund Policy, you can contact IGENO at igeno@igeno.agency

You may also contact us at:
Suite#14, Penn Station,

7thStreet, Industrial Area,

Kampala-Uganda
igeno@igeno.agency

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