SakuraHost Refund Policy and Cancellation Guide
We understand that circumstances change. Whether you're consolidating services, switching providers, or simply no longer need a particular product, SakuraHost provides a transparent and fair process for cancellations and refunds. This guide covers our complete refund policy and walks you through the cancellation process step by step.
Refund Policy Overview
SakuraHost, operated by Saccura Group (T) Limited, offers refunds under the following conditions:
Hosting Services (Shared, VPS, Dedicated)
- 30-day money-back guarantee on all new shared hosting plans
- Refund requests must be submitted within 30 days of the initial purchase date
- Renewals are not eligible for the 30-day money-back guarantee
- VPS and dedicated server refunds are evaluated on a case-by-case basis within the first 7 days
- Prorated refunds may be issued as account credit for annual or multi-year plans cancelled after 30 days
Domain Registrations
- Domain registrations are non-refundable once the domain has been registered with the registry
- This applies to all TLDs including .co.tz, .com, .org, .net, and others
- Domain renewals are non-refundable once processed
- If a domain registration fails, a full refund is issued automatically
SSL Certificates
- SSL certificates may be refunded within 7 days of issuance if the certificate has not been installed
- Free Let's Encrypt SSL certificates are not applicable for refund as they are complimentary
SMS Credits
- SMS credits purchased through sms.sakuragroup.co.tz are non-refundable once delivered to your account
- Unused credits remain in your account indefinitely and do not expire
How to Cancel a Service
Log Into Your Client Area
Visit billing.sakurahost.co.tz/clientarea.php and sign in.
Navigate to Your Service
Go to Services > My Services and click on the service you wish to cancel.
Request Cancellation
Click "Request Cancellation" in the service management panel. You'll be presented with two options:
- Immediate Cancellation: The service is terminated at the end of the current business day. Choose this only if you're certain and have backed up all data
- End of Billing Period: The service continues until your current paid period expires, then is not renewed. This is the recommended option as it gives you time to migrate
Provide a Reason (Optional)
You'll be asked to provide a reason for cancellation. While optional, this feedback helps us improve our services. Common reasons include migrating to another provider, project completion, budget constraints, or service consolidation.
Confirm the Cancellation
Review the cancellation details and confirm. You'll receive an email confirmation of your cancellation request. The service status in your client area will change to "Pending Cancellation."
Before You Cancel: Important Reminders
- Back up your data: Download all website files, databases, and emails before cancellation. Once a service is terminated, data cannot be recovered
- Transfer domains: If you have domains registered with us that you want to keep, ensure you have the EPP/transfer code and that the domain is unlocked
- Update DNS: If your domain's DNS points to our servers, update the nameservers or DNS records to point to your new provider before cancellation
- Cancel auto-renewal: If you have multiple services, make sure you're only cancelling the intended one
- Check email forwarding: If you use our email services, set up email forwarding or update your MX records before cancellation
Requesting a Refund
To request a refund for an eligible service:
- Submit a cancellation request as described above
- Open a Billing support ticket at billing.sakurahost.co.tz/submitticket.php
- Include your invoice number, service details, and preferred refund method (account credit or original payment method)
- Our billing team will review your request within 1-2 business days
What Happens After Cancellation?
Once your service is terminated:
- All files, databases, and email accounts associated with the hosting account are permanently deleted
- The cPanel/WHM account is removed from the server
- Any associated subdomains and addon domains stop resolving
- Backups on our servers are retained for 7 days as a safety measure, then permanently deleted
- Your client area account at billing.sakurahost.co.tz remains active for future orders and invoice history
Disputing a Charge
If you believe you were charged incorrectly, please contact our billing team before initiating a payment dispute with your bank or mobile money provider. We can usually resolve billing discrepancies within 24 hours. Unauthorized payment disputes (chargebacks) may result in immediate account suspension while the matter is investigated.