Refund Policy

Last updated: 4 July 2026
Applies to: SiliconKiwi services provided by BTIT Consulting Limited.

1. Overview

This Refund Policy explains when refunds, credits or adjustments may be available for SiliconKiwi services.

We aim to be fair and practical. If something has gone wrong, please contact us as soon as possible so we can review the issue and help resolve it.

Nothing in this policy limits any rights you may have under New Zealand consumer law, including the Consumer Guarantees Act, where it applies.

2. Change of mind

Unless a specific offer says otherwise, SiliconKiwi does not usually provide refunds for change of mind, choosing the wrong plan, no longer needing the service, or failing to cancel before renewal.

However, we may choose to provide a goodwill credit or plan adjustment in some circumstances. This is at SiliconKiwi’s discretion and does not create an ongoing obligation.

3. Service faults

If a SiliconKiwi service does not meet applicable consumer guarantees or the agreed service description, we will first try to fix the issue.

Depending on the situation, we may provide:

  • troubleshooting and repair;
  • replacement or re-provisioning of the service;
  • a service credit;
  • a partial refund;
  • a full refund where required by law or where the service cannot reasonably be supplied.

You must give us reasonable information and access needed to investigate the issue.

4. Setup fees and one-off work

Setup fees, installation charges, migration work, configuration work, consulting, custom engineering, domain registrations, SSL certificates, licence fees, third-party fees and other one-off work are generally non-refundable once the work has started, the order has been submitted, or the third-party cost has been incurred.

If we have not yet started the work or incurred the cost, we may refund the unused portion.

5. VPS and hosting services

Recurring VPS, hosting and managed hosting services are billed for the billing period selected when ordering, such as monthly, quarterly, six-monthly, annually or another agreed term.

If you cancel part-way through a billing period, the service normally remains active until the end of the paid period and no automatic refund is issued for the unused portion, unless required by law or agreed in writing.

Where SiliconKiwi approves an early cancellation credit, it may be issued as account credit rather than a cash refund.

6. Prepaid services and account credit

Prepaid balances and account credits may be used for future eligible SiliconKiwi services.

Account credit is not usually refundable as cash unless required by law, caused by our billing error, or agreed by us in writing.

Promotional credits, referral credits, goodwill credits and bonus credits have no cash value and may expire or be withdrawn according to the terms of the offer.

7. Domain names

Domain name registrations, renewals, transfers and restorations are usually non-refundable once submitted to the registry or registrar.

This is because domain transactions are typically processed immediately and third-party registry charges are not usually reversible.

8. Software licences and third-party services

Software licences, control panel licences, commercial operating system licences, backup licences, security tools and third-party add-ons are generally non-refundable once activated, assigned or billed by the supplier.

Where a third-party supplier provides a refund or credit to SiliconKiwi, we may pass that refund or credit on to you where appropriate.

9. Hardware and equipment

If SiliconKiwi supplies hardware or equipment, refunds are subject to the condition of the equipment, whether it has been opened or used, and your rights under consumer law.

If hardware is faulty, we may repair, replace or refund it as required by law. You may need to return the item for assessment.

Returned equipment should include all supplied accessories, packaging, power supplies, cables and manuals where possible.

10. Suspended or terminated services

SiliconKiwi does not provide refunds for services suspended, restricted or terminated because of non-payment, abuse, breach of our Acceptable Use Policy, fraud, unlawful activity, security risk or breach of our terms.

We may also charge reasonable costs associated with recovery, investigation, reconnection, cleanup or enforcement.

11. Billing errors

If you believe there has been a billing error, contact SiliconKiwi promptly.

Where we confirm an error, we will correct it by refund, account credit, invoice adjustment or other appropriate method.

12. How refunds are paid

Approved refunds are normally returned to the original payment method where practical. If that is not possible, we may use another reasonable method.

Processing times depend on banks, card providers, payment gateways and internal review.

13. How to request a refund

To request a refund, contact us with:

  • your name or company name;
  • account number or invoice number;
  • service name;
  • reason for the request;
  • relevant dates;
  • any supporting information.

Billing: billing@siliconkiwi.nz
Support: https://support.btit.nz
Website: https://siliconkiwi.nz