This Refund Policy explains how refunds, cancellations, credits, subscription reversals, service disputes, and related financial matters are handled for UGMail services operated by Universal Grid SMC Ltd.
General Refund Policy
Because UGMail provides digital infrastructure and communication services, many costs are incurred immediately when your service is activated. For this reason, all payments made to UGMail are generally non-refundable, except where this Policy explicitly allows a refund or where required by applicable law.
When Refunds May Be Considered
Refunds are not guaranteed but may be considered at UGMail's sole discretion in limited situations, including:
Duplicate payments (charged twice for the same service)
Accidental multiple billing transactions due to a technical error
Technical provisioning failures caused solely by UGMail
Incorrect billing amounts caused by verified UGMail error
Services that could not reasonably be provisioned due to infrastructure limitations solely attributable to UGMail
If a refund is approved, it may be provided as an original payment reversal, service credits, account balance credits, or alternative billing adjustments.
Non-Refundable Items
Unless required by law, the following are non-refundable: active subscription fees, partially used subscription periods, setup fees, migration fees, domain registration fees, domain renewal fees, third-party licensing fees, custom configuration services, administrative or onboarding services, accounts suspended or terminated due to policy violations, and services affected by customer-side misconfiguration or negligence.
Subscription Cancellations
You may cancel your UGMail subscription through your admin panel or by contacting support. Cancelling your subscription does not automatically entitle you to a refund for the current billing period, previously processed payments, or active subscription cycles that have already started. Your services will remain active until the end of the current billing cycle after you cancel.
Suspended or Terminated Services
If your services are suspended or terminated due to non-payment, fraudulent activity, spam activity, abuse violations, Acceptable Use Policy violations, security threats, or illegal activities, you are not eligible for a refund.
Chargebacks and Payment Disputes
If you have a billing concern, contact UGMail first to attempt to resolve the issue directly before initiating a chargeback. If a chargeback is found to be fraudulent, abusive, or unjustified, UGMail may immediately suspend your account, terminate your services, restrict future purchases, and pursue recovery actions for outstanding balances.
Contact Information
Universal Grid SMC Ltd — UGMail, Namasuba Central, Entebbe Road, P.O Box 980620, Kajjansi UG. Contact: [email protected]