Legal
Refund Policy
When you can get your money back, and how.
Last updated 26 October 2026
This policy explains when Hive Hosting gives refunds. It is part of our Terms of Service, and it does not take away any rights you have under consumer protection law.
1. When you will always get your money back
- We could not deliver — if you paid and we could not set up the service you ordered (for example, the domain you asked for was not available), we refund the full amount, or move it to your account balance if you prefer.
- You were charged twice or by mistake — duplicate payments and payments we took in error are refunded in full.
- We stop offering a service — we refund the unused part of the period you paid for.
2. Hosting
Hosting is paid in advance. Once your hosting account has been created, the period you paid for is not refundable, including if you cancel part-way or do not use it. When you cancel, your hosting stays active until the end of that period.
3. Domain names
Domain registrations, renewals and transfers are passed straight to the registry and cannot be reversed, so they are not refundable once completed.
4. Design, development and other projects
Deposits pay for work we schedule and start on your project. If you cancel a project, we refund any amount you paid for work we have not yet started, less the value of work already done.
5. Account balance
Your account balance is prepaid credit for our services and is not normally paid out in cash. If you close your account, you may ask for any balance you topped up yourself (not promotional or bonus credit) to be refunded.
6. Accounts closed for breaking our terms
No refund is due when we suspend or close a service because our Terms of Service (including the acceptable use rules) were broken.
7. How to ask for a refund
Open a support ticket from your account or write to support@hivehosting.co.za within 30 days of the payment, with your invoice or payment reference and the reason. We reply within 5 business days. Approved refunds are paid back to the method you used (PayChangu, bank account or mobile money number) within 14 business days. We refund the amount we received; fees your bank or mobile money provider charged you are not refundable by us.