Introduction
Nur Host is an IT company in the ICT sector of Bangladesh. Nur Host has been operating domain registration, web hosting, web server, web site design and development. Please read the terms carefully before using Nur Host’s service, if you are interested in using our services, it is mandatory to agree to our terms.
Privacy Policy
Nur Host is the sole owner of the information collected on our website. We gather user information at various points to enhance your experience and provide better services. When you register on the Nur Host website, you’ll need to provide contact details like your name and email address. This helps us communicate with you effectively about our services.
In specific situations, we may require additional documents such as a National ID (NID) or other relevant documents. These scenarios include:
Updating your Nur Host account email or other details.
Verifying your account for security purposes.
Resolving issues like suspended domains or hosting services.
Activating or managing BDIX services.
All the information you provide will remain strictly confidential. Nur Host may use this information to take necessary actions if any user violates our terms and conditions.
Delivery of Services
Instant Delivery
Domain, Hosting, VPS, Email Hosting, and Reseller Hosting services are delivered instantly, provided there are no technical or payment-related issues. However, if there is any delay, it may take anywhere from 5 to 30 minutes for activation.
For other services, delivery may take between 5 minutes to a maximum of 72 hours.
Payment Issues
If your invoice shows as unpaid after completing payment through the gateway, please open a support ticket with your payment details. Nur Host will contact the payment gateway and resolve the issue. This process may take anywhere from 6 hours to 72 hours. During this period, your order will remain inactive.
Note: In such cases, we may need to contact the third-party payment gateway, and delays may occur while waiting for their response. Please remain patient until we provide a solution.
For manual payments, such as Bkash, Rocket, Nagad, Bank, or PayPal, it may take anywhere from 5 minutes to 12 hours to complete the process.
Note: If the invoice number is incorrectly entered as the reference during manual payment, the payment will be applied to the wrong invoice, and the service will be activated accordingly. In this case, we will not accept a refund. The client will need to make a new payment for the correct invoice.
Refund Policy
Shared Hosting Refunds
Refunds are applicable for shared hosting services. You can request a refund within 7 days of purchase without providing a reason. Refund requests will not be accepted after 7 days.
Domain Registration/Transfer Refunds
Once a domain registration or transfer has been initiated, no refunds will be made.
VPS and Dedicated Server Refunds
VPS and Dedicated servers are completely non-refundable.
Reseller Hosting Refunds
There is no money-back guarantee for reseller hosting services.
Non-Compliance Refunds
No refund will be provided if your service is canceled, suspended, or terminated due to non-compliance with our terms of service.
Client Account Deposits
Money deposited into your client account is non-refundable but can be used to purchase any service on Nur Host.
Renewal Refunds
Refund requests will not be accepted after a service renewal has been processed.
Service Downgrade Refunds
No refunds or credits will be provided for service downgrades.
Cancellation Requests
Cancellation requests must be submitted from the client area. Requests from any other location will not be accepted.
Reactivation of Canceled Accounts
Once a cancellation request is submitted, the account cannot be reactivated. You will need to purchase a new package to continue using our services.
Refund Processing
After submitting a cancellation request, the billing department will open a ticket. Refund processing may take from 1 day to a maximum of 15 days, depending on the payment gateway. Any associated charges (such as gateway or cash-out charges) will be deducted from the refund.
If a credit balance refund is requested to be transferred to Nur Host’s account, it will be processed within 1 minute to 1 hour. Please ensure that “credit balance refund” is clearly mentioned in the ticket.
After sales service
Nur Host provides round-the-clock support through the following channels:
Support Ticket
Live Chat
Call Center
Facebook Page Messenger
Note: Technical support is not available through live chat, call center, or Facebook Messenger. For technical inquiries, please open a support ticket, and a Nur Host agent will respond within 5 minutes to 1 hour. Live chat may be temporarily unavailable on certain holidays or due to special circumstances, and ticket response times may vary during these times.
Support Levels at Nur Host
L1 Support – Initial support for basic issues.
L2 Support – Medium-level support for more complex issues.
L3 Support – Advanced, high-level support for critical issues.
L1 and L2 Support: Response time is 5 minutes to 1 hour.
L3 Support: Response time is 1 hour to 6 hours.
Note: Depending on the complexity of the problem, the response time and solution time may be shorter or longer. For third-party service-related issues, response times may range from 1 day to 7 days depending on the third party’s response time.
Billing and Non-Technical Support: Response time is typically 1 hour to 24 hours.
Important Note:
We give low priority to call support, so calls may not always be answered. For quicker assistance, we recommend using live chat for instant responses or submitting a support ticket, which will be addressed within 5 minutes to 1 hour.
Account & Payments
Account Suspension
Nur Host reserves the right to suspend or close customer accounts at any time without providing any specific reason.
Account Deletion
Once registered with Nur Host, you cannot remove or delete your account. However, you can update your account information, subject to certain conditions.
Registration Information
When registering with Nur Host, you must provide accurate information. You may be asked to submit additional documents, such as a National ID (NID) or other relevant documents, in the following cases:
If you change your account email or any other information.
During account verification.
If your domain or hosting service is suspended for any reason.
Rules of Conduct
Bad Behavior
If a client engages in inappropriate behavior toward Nur Host staff, administrators, or any other personnel, Nur Host reserves the right to suspend, remove, or close the client’s account. Once an account is closed for bad behavior, it will not be reactivated, and all services associated with that account will be deemed unusable.
Service Payments
Unauthorized Payments
If an unauthorized payment is made, it will be refunded via the same channel. Refund processing times depend on the payment gateway and may take between 1 to 7 days or more.
Late Fee for Expired Services
A late fee will be added to the invoice if the service or domain bill is not paid within 5 days of the due date. Clients must pay the late fee; there will be no option for cancellation of the fee.
Package Changes and Pricing
Nur Host reserves the right to modify, cancel, or change any package at any time. The prices of any services or packages may also be adjusted at Nur Host's discretion.
Late Payment Policy
Shared/Reseller Account
If there is an overdue invoice on a shared or reseller account, the following actions will be taken:
1-2 Days: No action taken.
3 Days: Account suspended.
7 Days: Account terminated.
VPS Server
VPS servers will be suspended as soon as the invoice becomes overdue.
Dedicated Servers
Dedicated servers will be suspended as soon as the invoice becomes overdue.
Nur Host reserves the right to revise its policies at any time without notice.
