Refund Policy

This Refund Policy explains when you may be entitled to a refund for services purchased from EXAGRAM ("EXAGRAM", "we" or "us"), how to request one, and the timelines that apply. It forms part of our Terms of Service and should be read alongside them.

EXAGRAM is part of 610 Group. During our pre-launch period, orders are processed manually and this Policy reflects that process. When automated billing is introduced, this Policy will be updated to match.

Because orders are currently reviewed and fulfilled manually, no charge is finalised until your order has been confirmed by our team. This means:

• Before confirmation — you may cancel an order request at any time without charge by messaging us on WhatsApp or by email.
• After confirmation, before fulfilment — if we have not yet registered the domain or provisioned the hosting, you may request a full refund.
• After fulfilment — the eligibility rules below apply.

Domain registrations are submitted to external registries on your behalf and are generally non-refundable once successfully registered, because the registry fee is paid at the moment of registration. However:

• Registration failures — if a domain cannot be registered (for example, it is already taken, reserved, or the TLD rejects the application), you will receive a full refund or a credit, at your choice.
• Graveyard period — requests to cancel a newly registered domain received within 24 hours of registration may be considered for a partial refund, less any non-recoverable registry fee.
• No refunds after registry lock — once a domain is active and resolving, registry fees are non-recoverable and the registration is not refundable.

Domain renewals are also non-refundable once submitted to the registry, as the renewal period begins immediately.

Shared, reseller and managed hosting plans include a 7-day money-back guarantee from the date your service is provisioned, provided:

• the account has not breached our Acceptable Use Policy;
• no chargeback, dispute or abuse has been raised against the account;
• the request is received within 7 days of provisioning.

After the 7-day window, hosting fees are non-refundable, but you may cancel the service to stop future renewals at any time. Yearly hosting plans paid in advance may, at our discretion, be eligible for a pro-rata credit for unused full months remaining on the plan, less any setup or domain bundle discount applied at purchase.

The following are non-refundable except where required by law:

• Domain registrations and renewals once successfully submitted to the registry.
• SSL certificates, dedicated IP addresses and premium DNS add-ons once issued or provisioned.
• Setup, migration and one-off configuration fees once the work has commenced.
• Discounted or promotional bundles where a domain or add-on was included at a reduced rate — only the eligible hosting portion may be refunded, less the discount applied.
• Services cancelled for Acceptable Use Policy violations — no refund is issued where a service is terminated for abuse.

To request a refund, contact us using one of the methods below and include:

• your name and the email used for the order;
• the order reference or the domain/hosting service involved;
• the reason for the request; and
• the date of purchase.

WhatsApp: +971 58 574 0610
Email: hello@itsexagram.com

We aim to acknowledge refund requests within 2 business days and to resolve eligible refunds within 7 business days of approval. Approved refunds are returned to the original payment method where possible.

Approved refunds are issued in the currency of the original payment where feasible. Any currency conversion or processing fees charged by your bank or payment provider are not recoverable by us. Depending on your payment provider, refunded amounts may take up to 10 business days to appear on your statement.

Where a refund is issued as account credit, the credit is applied to your EXAGRAM account and can be used toward future purchases. Account credit has no cash value and is not transferable.

We encourage you to contact us before raising a chargeback, as most issues can be resolved directly and more quickly. Chargebacks raised without first contacting us may delay resolution. Where a chargeback is raised and later found in our favour, any refund eligibility under this Policy may be voided, and we may recover the disputed amount and associated fees in accordance with our Terms of Service.

We may update this Refund Policy as our services evolve — for example, when automated billing and automated domain registration are introduced. Changes take effect from the updated "Last updated" date. Refund requests are assessed under the Policy in effect at the time of your purchase.

Questions about refunds can be sent to hello@itsexagram.com or by WhatsApp to +971 58 574 0610. We are part of 610 Group.