Refunds & Cancellation

1. Quick reference

2. How to cancel

You can cancel any time. Cancellation takes effect at the end of your current paid cycle — you keep full access until then, no early cut-off.

To cancel: Either click "Cancel renewal" in your netpoa.com client area, OR email info@netpoa.com from your registered admin email. Include your account / domain reference and the reason if you'd like — we always appreciate the feedback, but it's not required. We process every cancellation within one business day and send a confirmation email with the exact end date.

3. When refunds apply

3.1 14-day "didn't fit my business" window (SaaS)

If you sign up for Sanya Business or Kanisa MS and within 14 days decide it isn't right for you, contact info@netpoa.com and we will refund your most recent payment in full. This applies only to your first subscription — not to renewals.

3.2 30-day money-back on hosting & VPS

Netpoa Hosting and Cloud VPS plans (annual) come with a 30-day money-back guarantee. If within 30 days of original signup you're not happy with the service, email info@netpoa.com for a full refund on the hosting / VPS fee.

Note: domain registrations, SSL certificates, and other "we paid the upstream provider on your behalf" line items in the same order are excluded from this guarantee — see §3.4.

3.3 Service outage credits

We target 99.9% monthly uptime. If we miss it for a calendar month, you are entitled to a service credit:

Credits are applied as a discount on your next renewal invoice, not refunded in cash. To claim a credit, email info@netpoa.com within 30 days of the affected month with timestamps if possible — we'll verify against our monitoring and issue the discount manually before your next renewal lands.

Excluded from uptime: planned maintenance (announced ≥ 48h in advance), force-majeure (natural disaster, war, fibre cuts beyond our control), and downtime caused by your own actions or network.

3.4 Domains, SSL, registry-paid items

Domain registrations, renewals, and transfers are non-refundable. When you register a domain (.tz, .co.tz, .com, etc.), we pay the registry (tzNIC / TCRA for .tz; ICANN / VeriSign / etc. for international TLDs) on your behalf — those payments are irreversible from the registry's side, even on day 1. We pass that constraint through to you: the domain is yours for the full registration period regardless of any related hosting cancellation.

Paid SSL certificates (DV / OV / EV / wildcard / SAN) are similarly non-refundable once issued by the CA. Free Let's Encrypt SSL bundled with hosting is, of course, free.

If you cancel hosting but want to keep your domain, we'll transfer it out to another registrar; standard TCRA / ICANN transfer rules apply.

3.5 Pricing decreases

If we drop a plan price during your paid cycle, you do not automatically get a refund of the difference — but you can ask us to re-price your subscription. We'll apply the new rate from your next renewal onwards.

3.6 Errors on our side

If we charged you incorrectly — double-billed, wrong cycle, wrong plan applied — we refund the error in full within 7 business days once we've verified the billing record on our side. Send the invoice numbers + dates to info@netpoa.com and we'll typically confirm and refund the same week.

4. SanyaSMS — credit policy

SMS credits, once purchased, are non-refundable for cash. This is standard practice across Tanzanian bulk-SMS providers, because we pay the carriers (Vodacom / Tigo / Airtel / Halotel) per message in advance and that money does not come back.

What we DO commit to:

• Auto-credit on carrier-side delivery failures — if a message comes back as undeliverable for reasons that aren't handset-side (number doesn't exist, carrier blocked our route, network error), the credit is returned to your account, typically within 7 days of the carrier's failure receipt. If you spot a missing refund on a confirmed failed message, raise it at info@netpoa.com with the message ID and we'll reconcile manually.
• No expiry on credits — purchased credits do not expire. They stay on your account until used or until you close the account.
• Account closure — if you close your SanyaSMS account, any remaining credit balance is forfeit. You're welcome to spend it first (campaign blast, OTP top-ups, transactional sends) before closing.

5. When refunds do not apply

• Mid-cycle cancellation on monthly plans — your subscription runs to the end of the cycle; no pro-rated refund.
• Account suspension for AUP violation — pre-paid amounts are forfeit (see AUP §4).
• Beyond the 14-day window (SaaS) or 30-day window (hosting / VPS), refunds on long-cycle plans are pro-rated only at our discretion.
• Plan downgrades — if you move from Pro to Standard mid-cycle, the difference is not refunded; the downgrade takes effect at next renewal.
• Add-on purchases (extra SMS bundles, one-off invoice top-ups, prorated plan upgrades) are non-refundable once delivered.

6. Refund method

Refunds are issued via the same channel you paid with, where possible:

• Mobile money (M-Pesa, Tigo Pesa, Airtel, Halopesa) — refunded to the originating number, usually within 3–5 business days.
• Bank transfer — refunded to the originating account; 5–10 business days.
• Card (Visa / Mastercard) — refunded via our online payment partner to the originating card; up to 14 business days.

7. What happens to your data after cancellation

7.1 Hosting accounts

Your cPanel container is deleted at the cancellation effective time you chose (immediate, or end-of-cycle). Off-server backup tape is retained for 30 days from deletion — restoration is possible within that window for a fee. Before cancelling, generate a full .tar.gz account backup from cPanel → "Backup" — it's free, unlimited, and yours to keep.

7.2 Cloud VPS

VM disk is wiped at the cancellation effective time you chose. Any retained provider-side snapshot is destroyed on the same clock. No post-cancellation extraction. Take your own backups via SSH / SFTP / rsync / your favourite tool before cancelling.

7.3 Sanya Business / Kanisa MS

• Day 0 (cancellation date): Your workspace status changes to "Cancelled". You can still sign in.
• Days 0 – 14: Full read access. Sign in and download anything you need.
• Days 14 – 90: Read access via support request only. We can still export everything for you.
• Day 90: Workspace and all data permanently deleted. No recovery is possible.

7.4 SanyaSMS

Message history retained for 90 days for audit / regulator / dispute purposes, then deleted. Unused credits are forfeit on closure (see §4).

7.5 Domains

Domains stay registered for the full period you paid for, regardless of any related hosting cancellation. Transfer them out to another registrar before the registration expires if you no longer want us as your registrar.

8. Disputes

If you believe you've been wrongly charged or refused a refund:

1. Email info@netpoa.com with the invoice number, date, and reason. We respond within 3 business days.
2. If unresolved, escalate to info@netpoa.com.
3. For consumer-protection disputes, you may contact the Fair Competition Commission (FCC) of Tanzania.

9. Export your data before cancellation

Cancellation is something you initiate, and we honour it on the timeline you choose. That means the operational consequences also start on your timeline — including data deletion. Every service we offer ships with the tooling you need to export your data yourself, before you click Cancel. Treating export as a pre-cancellation step (rather than something to ask us for afterwards) is the only way to guarantee you keep your data.

What we will not do: hold your data hostage, refuse export tools to a customer in good standing, or charge for the export tools themselves while your account is active. The export pathways are free, unlimited, and yours to use at any time before cancellation.