This Policy supplements Rules of provision of services and Public offer. It defines the procedure for consideration of refund requests without limiting the rights of the consumer, which cannot be limited by the contract in accordance with the applicable law.
For which services the policy applies
A refund request can be submitted within 30 calendar days from the start of provision of the first ordered regular hosting, WordPress hosting or reselling service.
Each request is considered individually, taking into account the characteristics of the plan, actual usage, requests for support and the possibility of eliminating the problem.
Grounds for appeal
The client can apply if the service did not work, does not significantly meet the stated characteristics or the technical problem could not be eliminated after contacting support.
If the problem can be fixed by setting up, transferring the account, or replacing the configuration, support can first propose an appropriate solution. The client is not obliged to agree to a decision that significantly changes the ordered service.
Services and non-refundable expenses
- registration, extension and transfer of domain names;
- licenses, SSL-certificates and other products of third-party suppliers after their issuance;
- VPS/VDS, dedicated IP addresses, physical or leased servers;
- migration, administration, configuration and other already completed works;
- commissions of banks and payment systems, currency conversion and other external costs;
- services suspended or terminated due to violations of rules or laws.
The refund for the continuation of the current service is not automatic and is possible only in cases provided by law, in case of erroneous or double payment or by a separate decision of the Provider.
Deduction from the refund amount
If a domain was registered, a license was issued, or another non-revocable service was provided along with hosting under the promotion, its actual cost is deducted from the refund amount.
Confirmed commissions and non-refundable external costs may also be deducted from the amount. Before the return is approved, support informs the customer of its calculation.
How to submit a request
The request must be created via ticket system with the email associated with the account. The request should indicate the service, account or order number, the reason for the request and briefly describe the problem.
Submitting a service cancellation request is not a refund request. A separate request is required for a refund so that support can verify the payment and circumstances.
Consideration of the request
We check activation date, request history, resource usage, completed work, and non-refundable expenses. If necessary, support may request additional information necessary to identify the payment and make a decision.
The result and calculation of the amount are communicated through the ticket. The refusal must include a reason and a reference to the relevant provision of this Policy or related documents.
Method and term of return
The agreed amount is returned in the same way as the payment was made, if it is technically possible and does not contradict the rules of the payment system. Otherwise, the parties agree on an available method or crediting of funds to the balance of the client's account.
The enrollment term depends on the payment method, bank and payment system. We inform about the refund in the ticket, but we do not control the subsequent payment processing period by the recipient's bank.
Unfair use
Refunds may be denied if the service has been used for mass short-term posting, mailings, attacks, breaking the rules, concealing abuse, or systematically receiving services without the intention of paying for them.
This provision is not used to deny the customer only due to intensive but permitted use of the service within the plan.
Policy changes and appeals
We may update the Policy for future orders and service periods. The version valid on the date of payment for the corresponding service is applied to the request, unless otherwise provided by law.
Questions about returns can be sent through the ticket system or to Write Email.