When you get a refund
- The registration could not be completed — for example someone else registered the name moments before, or the registry refused it. Your order shows which domain failed and why.
- The renewal could not be completed — the registry refused it. The domain keeps its old expiry date, and your order says why.
- The transfer could not be completed — the transfer code was refused, or the current registrar or the registry turned the transfer down. The domain stays where it was, and your order says why.
- An SSL certificate could not be ordered — the certificate authority’s supplier refused it, or already holds a certificate for that name. Your order says why.
- You were charged twice for the same order.
You get the full amount you paid for that domain or certificate, VAT included, back to the payment method you used. If only some domains in an order fail, only those are refunded; the rest stay registered. Flutterwave’s processing fee, added on its payment page, is Flutterwave’s and is not part of the refund.
How long a refund takes
We send the refund through Flutterwave, our payment provider, usually within minutes of the failure and always within 5 business days. Your order shows when it has been sent, and we email you.
Flutterwave then returns it to the card or account you paid with. A card refund can take up to 15 business days to show on your statement, depending on your bank; bank refunds are usually quicker.
When a refund is not possible
- A domain the registry has registered, including if you change your mind.
- A domain with a spelling mistake — it is registered exactly as it was typed.
- A renewal the registry has accepted.
- A transfer that has completed — the domain is then registered with us.
- An SSL certificate that has been ordered from the certificate authority — whether or not you set it up, approve it or install it.
That is why checkout shows every name in large type and asks you to confirm the spelling before you pay.
SSL certificates
A certificate is bought from the certificate authority’s supplier the moment we order it, and is not refundable once ordered. If it cannot be ordered at all, you get back what you paid for it automatically, as above. While its subscription lasts you can reissue it free — for example if you lose its private key. If a certificate’s key is lost or stolen, email hello@mydomainshub.com and we ask the supplier to revoke it; revoking does not refund it.
How to ask
Refunds for failed registrations, renewals, transfers and certificate orders need no request. If your order does not show a refund as sent within 5 business days, if a card refund has not arrived 15 business days after it was sent, or if you think you were charged twice, email hello@mydomainshub.com with your order number (it starts with “ND-”). You can find it under your orders.