Fair Processing Promise: We aim to keep infrastructure billing simple and reliable. If a deployment fails to meet standard performance benchmarks due to node failures on our side, we will correct it using direct balance allocations.
1. Money-Back Guarantee Parameters
We provide a structural money-back policy for specific new client account registrations under restricted timelines:
- Shared and VPS Environments: New instances or standard hosting tiers are eligible for full refund processing if a written service ticket is filed within 3 days of initial setup.
- Renewal Exclusions: This guarantee applies strictly to your initial product purchase sequence. Automatic or manual account renewal invoicing tiers do not qualify for promotional refund windows.
2. Non-Refundable Products and Add-ons
Certain infrastructure components involve immediate, non-reversible operational upstream allocations. Therefore, we cannot issue credits or cash back for:
- Domain Registrations: Domain purchases, multi-year extensions, and active external domain transfer fees are locked directly with central registries.
- Dedicated Server Arrays: Tailored bare-metal systems, custom rack configurations, and advanced network hardware allocations require dedicated manual labor and component reservations.
- Licensing Dependencies: External commercial control panel allocations (such as cPanel, Plesk, or WHMCS) and custom TLS/SSL security certificate enrollments.
- Cryptographic Payments: Settlements completed using volatile cryptocurrency networks (e.g., Bitcoin, Ethereum) are converted to client portal balance credits only, never to external addresses, to avoid asset tracking complications.
3. Service Level Agreement (SLA) Credits
If core network availability or underlying physical node hypervisors fall short of our 99.9% uptime commitment, clients are entitled to service credits calculated against monthly invoice baselines:
- Credits apply exclusively to monthly service charges for affected instances and are added directly to your internal account profile balance.
- SLA coverage does not include disruptions caused by scheduled core maintenance windows, upstream DNS anomalies, client application stack crashes, or unmitigated inbound DDoS traffic spikes exceeding hardware filter protections.
4. How to Submit a Claim
To request an invoice reversal or service credit, you must formalize your request through our administrative system:
- Submit an explicit ticket directly to our **Billing & Invoicing Department** within your secure client dashboard.
- Your request must include the target Service ID, primary transaction identification reference numbers, and a clear reason for cancellation.
- Approved cash reversals are returned exclusively via the original payment route (credit card processor or electronic banking gateway) within 5 to 10 standard banking days.
5. Payment Disputes and Chargebacks
We work to resolve account issues transparently. Filing an uncoordinated payment chargeback or merchant bank dispute bypasses standard support steps and causes the following system security reactions:
- All active virtual servers, object storage allocations, and hosting containers tied to the disputed account are immediately suspended.
- The target account remains locked to protect security evidence until the merchant dispute is fully evaluated and resolved by our financial team.