Last updated 23 May 2026
About this policy
We have prepared this Refund Policy to explain when you can request a refund with respect to products and services acquired from Fibernatic or through us from our partners and/or affiliates (collectively, the “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.
- Purchased domain names are not refundable.
- Web hosting services are refundable within the period of 15 days after purchase.
- No refund will be made if your Service(s) are suspended or terminated for cause.
- All refunds are processed in Malaysian Ringgit (MYR/RM); you, the customer, bear sole responsibility for any fluctuations in the exchange rate(s) between the time of payment and the time of refund.
- Unless you request otherwise, refunds will be credited to your Fibernatic account balance. Purchases made using Fibernatic account funds can only be refunded as account credit. Purchases made by debit card (online banking) or manual bank transfer may be refundable to the source of payment. Fibernatic is not responsible for any additional charges imposed by your credit card company or BillPlz / FPX online transaction 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).
Refund requests
If you think you are eligible for a refund, you can contact us at [email protected]. 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).
- Any additional information the customer service team asks for in order to process your refund request.
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.
Package fees for Shared Hosting, Reseller Hosting and VPS Hosting may be refundable, at the sole discretion of Fibernatic, if you, the account holder, cancel within fourteen (14) days after purchase.
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.
- Any renewals of web hosting and related Service(s).
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: (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 Fibernatic.
Questions about a refund? Contact us at [email protected]. FIbernatic Group Sdn Bhd [202601027607 (1689703-K)], Kuala Lumpur, Malaysia.