01 Purpose
We want our customers to purchase our Services with confidence while protecting our platform from fraud and abuse.
This Policy explains:
- Which Services qualify for refunds.
- How refunds are requested.
- Which purchases are non-refundable.
- How cancellations work.
- How chargebacks are handled.
02 Money-back guarantee
Unless otherwise stated, eligible Services include a 72-hour money-back guarantee.
If you are not satisfied with an eligible Service, you may request a refund within seventy-two (72) hours of the initial purchase.
The guarantee applies only to the first purchase of a new Service. It does not apply to recurring renewals except as described in this Policy.
03 Eligible services
The following Services are generally eligible for the 72-hour guarantee:
- Game Server Hosting
- Virtual Private Servers (when offered)
Refund eligibility remains subject to the limitations described throughout this Policy.
04 Non-refundable services
The following purchases are non-refundable unless required by applicable law:
- Dedicated Servers after provisioning
- Domain registrations, renewals, or transfers
- SSL certificates
- Software licenses
- Third-party license fees
- Setup fees
- Migration services
- Custom development
- Consulting services
- Administrative service fees
- Add-on services that have already been provisioned
- Promotional or complimentary services
- Gift cards or account credits
Where a third-party provider does not permit refunds, Vaelix Hosting generally cannot issue one.
05 Renewal payments
Recurring Services automatically renew unless cancelled before the renewal date.
Customers are responsible for managing their subscriptions.
Renewal payments may be eligible for review if:
- the request is submitted within twenty-four (24) hours of renewal; and
- the renewed Service has not been materially used.
Approval of renewal refunds is at Vaelix Hosting's reasonable discretion unless otherwise required by law.
06 Service cancellations
Customers may cancel recurring Services at any time through the customer portal.
Cancellation:
- Stops future automatic renewals.
- Does not automatically issue a refund.
- Does not immediately terminate the Service unless requested.
- Does not erase outstanding invoices.
Customers retain access to prepaid Services until the end of the current billing period unless the Service is otherwise suspended or terminated.
07 Refund requests
Refund requests should be submitted through our official support system.
Requests should include:
- Customer name
- Account email
- Invoice number
- Service identifier
- Reason for the request
Additional information may be requested to verify account ownership.
08 Refund method
Approved refunds will generally be issued to the original payment method used for the purchase.
If this is not reasonably possible, Vaelix Hosting may issue:
- Account credit; or
- another mutually agreed refund method, where permitted.
Processing times depend upon the payment processor and financial institution.
09 Situations that do not qualify for refunds
Refunds will generally not be issued for:
- Change of mind after the refund period expires.
- Failure to cancel automatic renewals.
- Customer configuration mistakes.
- Software incompatibility not caused by Vaelix Hosting.
- Forgotten subscriptions.
- Lack of technical knowledge.
- Violations of the Terms of Service.
- Violations of the Acceptable Use Policy.
- Services suspended for abuse.
- Services terminated for fraud.
- Failure to maintain backups.
- Downtime outside any applicable Service Level Agreement.
10 Abuse of the refund policy
To protect all customers, Vaelix Hosting reserves the right to deny refund requests where abuse is reasonably suspected.
Examples include:
- Repeated purchases followed by repeated refund requests.
- Creating multiple accounts to obtain additional refund periods.
- Fraudulent payment activity.
- Excessive use of Services during the refund period for temporary projects.
- Attempts to circumvent previous account restrictions.
Nothing in this section limits any rights provided under applicable consumer protection laws.
11 Promotional offers
Services purchased using promotional pricing, coupons, introductory discounts, or special offers may be subject to additional refund restrictions described during checkout.
Where promotional terms conflict with this Policy, the promotional terms govern.
12 Service availability
Temporary interruptions do not automatically qualify a Service for a refund.
Service interruptions caused by:
- Scheduled maintenance
- Emergency maintenance
- Internet outages
- Third-party provider failures
- Distributed denial-of-service (DDoS) attacks
- Force majeure events
are governed by the Terms of Service and any applicable Service Level Agreement.
13 Chargebacks and payment disputes
Customers are encouraged to contact Vaelix Hosting before initiating a chargeback or payment dispute.
Many billing concerns can be resolved quickly through our support team.
If a chargeback is initiated:
- the affected Service may be suspended during the investigation;
- future purchases may be restricted;
- additional verification may be required before Services are restored.
Fraudulent or abusive chargebacks may result in permanent account termination, subject to applicable law.
Nothing in this section limits a Customer's legal right to dispute unauthorized transactions.
14 Taxes and fees
Government taxes, duties, or mandatory regulatory fees may not be refundable where prohibited by applicable law.
Payment processor fees may be deducted where permitted by law and by the applicable payment processor's rules.
15 Changes to this policy
Vaelix Hosting may revise this Refund Policy from time to time.
Material changes will be published on our website and become effective upon the stated effective date.
Continued use of the Services following publication constitutes acceptance of the revised Policy.
16 Contact
Questions regarding this Refund Policy may be directed to:
Vaelix Hosting
Website: vaelix.cloud
Support:
Billing:
Legal:
version 1.0 · this Refund Policy should be read together with the Terms of Service, Acceptable Use Policy, Privacy Policy, Cookie Policy, and any applicable Service Level Agreement.