HostProAxis Ltd – Refund Policy

Last updated: 19 December 2025

This Refund Policy explains when and how you can obtain a refund for products and services purchased from HostProAxis Ltd, Giannoston 7 Royal Heaven Villas, Limassol 4046, Cyprus (“HostProAxis”, “we”, “us”, “our”).

This policy forms part of, and should be read together with, our Terms and Conditions.

1. General Principles

1.1. Who this applies to.
This Refund Policy applies to all customers who purchase services directly from HostProAxis through our website or billing system.

1.2. Date of the transaction.
“Date of the transaction” means the date on which a product or service is first purchased, or the date on which a renewal payment is processed, as shown on the invoice in our billing system.

1.3. Refund period.
You may cancel a product at any time. A refund will only be issued if you request it within the applicable refund period specified below for that product.

1.4. Method of refund.
Refunds are made only to the original payment method and to the same person or entity that paid the invoice (for example, to the same card, bank account or PayPal account). We do not issue refunds in cash, by cheque or in cryptocurrency.

1.5. Compliance checks.
To comply with anti-money-laundering, counter-terrorist-financing and sanctions rules, we may ask you for additional information or documents before processing a refund (for example, to confirm the payer’s identity). If you do not provide such information, or we reasonably believe that issuing the refund would breach applicable law or our banking partners’ requirements, we may refuse or delay the refund.

1.6. Effect of violations.
If your use of our services is found to violate our Terms and Conditions or applicable law (for example, fraud, abuse, illegal content, high-risk activities), any payments already made are not refundable, even if they would otherwise fall within the refund periods below.

2. Standard Refund Terms for Hosting Services

2.1. Products covered.
Unless stated otherwise, these “Standard Refund Terms” apply to:
- Shared / Web Hosting plans
- WordPress Hosting plans
- VPS and Cloud Hosting plans

2.2. New orders (first purchase).
- Annual and longer billing periods (12+ months): Full refund available within 30 days from the date of the transaction.
- Monthly billing period: Full refund available within 48 hours from the date of the transaction.

2.3. Renewals of hosting services.
If you renew a hosting service and then decide to cancel it, you can request a pro-rated refund for full unused months only.
Example: you renew for 12 months, use 2 months and then cancel → you may receive a refund for the remaining 10 full months.
If you used 2 months and 1 day, you may receive a refund for 9 full months (the month that has already started is not refundable).

2.4. Conditions.
- To be eligible, the service must be active and not suspended or terminated for abuse or legal violations.
- You must submit a refund request via our official support channels within the relevant refund period.

2.5. After the refund.
When a refund is processed, the related service is cancelled and access is removed.
All data (files, databases, emails, backups) stored on our servers for that service may be deleted and cannot be recovered.
You are responsible for creating and downloading your own backups before requesting a refund.

3. Products Eligible for Refund (Overview)

The following categories can be refundable under the timelines described above or in Section 4:
- Shared / Web / WordPress hosting plans
- VPS and Cloud hosting plans
- Certain hosting add-ons (for example, extra resources, backup services), if purchased together with an eligible hosting plan and not explicitly marked as “non-refundable” at checkout.

Any special conditions (e.g. for domains, SSL certificates) are explained below.

4. Products with Special Refund Conditions

4.1. Domain names and SSL certificates

4.1.1. Domain registrations, transfers and renewals.
- New domain registrations: In general, domain registration fees are not refundable, because registries treat them as final. In specific cases we may be able to request cancellation and refund from the registry; if that is successful, we can pass the refund on to you.
- Domain renewals: Renewal fees are not refundable.
- Domain transfers: If a domain transfer fails and is not completed, we may refund the transfer fee on request, provided the request is made within 30 days from payment.

4.1.2. Free or discounted domains included with hosting.
If you purchased a hosting plan that included a free or discounted domain name or SSL certificate, and you ask for a refund for that hosting plan:
- We may deduct from your refund the standard list price of the domain and/or SSL certificate (as published on our website at the time of purchase).
- You will then keep ownership of the domain and/or SSL certificate for the rest of the billing period.

4.1.3. Example domain/SSL prices.
For reference, standard prices may be published in a table such as:
- .com – €X
- .net – €X
- .org – €X
- SSL certificate – €X
(Actual prices and currencies are shown on our website and may change over time.)

4.2. Additional services and add-ons
The following categories are normally not refundable, unless required by consumer protection law or explicitly stated at the time of purchase:
- One-time services (e.g., website migration performed, one-time restore from backup)
- Admin or setup fees already performed
- Third-party licences (e.g., control panel licences) once activated
- Paid support / consulting hours that have already been delivered

If a particular add-on has different terms, those will be shown in the product description or during checkout.

5. Products Not Eligible for Refunds

Unless mandatory law provides otherwise, no refunds are available for:
- Domain name renewals
- Domain name redemption or restore fees
- Successfully completed domain transfers (see 4.1.1)
- Domain privacy / ID protection services for the current period
- SSL certificates once they have been issued
- One-time restore backup services already performed
- One-time migration / “transfer site” services already performed
- Dedicated IPv4 addresses for the current period
- Third-party licences (e.g., control panel licences) already activated
- Any product or service that has been suspended or terminated due to abuse, fraud, legal violations or breach of our Terms and Conditions
- Any product explicitly marked as “non-refundable” at checkout

6. How to Request a Refund

6.1. Step 1 – Backup your data.
Before requesting a refund, download any files, databases, emails and other data you wish to keep. When a refund is processed, the associated services may be cancelled and data deleted.

6.2. Step 2 – Submit a request.
Send a refund request via our billing system or to the support contact details listed on our website, indicating:
- The invoice number(s)
- The service(s) you want to cancel/refund
- The reason for your request (optional but helpful)

6.3. Step 3 – Eligibility check.
We will check if:
- The service is within the applicable refund period;
- There are no outstanding violations of our Terms and Conditions;
- Any special conditions apply (for example, deduction of a domain/SSL list price).

6.4. Step 4 – Processing the refund.
- If approved, we will process the refund to the original payment method.
- Processing times depend on your bank or payment provider. Typically:
- Card payments: several business days;
- PayPal: 1–5 business days;
- Bank transfer: depends on the banks involved.
We will notify you by email once the refund has been initiated.

7. Chargebacks and Payment Disputes

7.1. Talk to us first.
If you have any concerns about a payment, please contact our support team first. In many cases we can resolve the issue faster and without service interruption.

7.2. Chargebacks.
If you initiate a chargeback, reversal or payment dispute with your bank or payment provider:
- We may treat this as a breach of payment obligations under our Terms and Conditions;
- We may suspend or terminate the related services and, where necessary, your customer account;
- We may require you to cover any fees and costs that we incur from the chargeback (for example, payment processor fees).

7.3. Restoring services after a chargeback.
In order to restore services (if we agree to do so), we may require you to:
- Pay any outstanding amounts and fees in full; and
- Provide proof that the payment method belongs to you (for example, masked card statement).

7.4. Fraudulent payments.
Where a payment is clearly fraudulent (for example, use of stolen card details), we may permanently terminate the services and cooperate with payment providers, banks and authorities as required by law.

8. AML / CTF and Sanctions Considerations

8.1. We do not accept payments or issue refunds in cryptocurrencies, tokens or other digital assets.

8.2. We may refuse to accept a payment or issue a refund if:
- The payer or beneficiary appears on applicable sanctions lists;
- We reasonably suspect that the transaction is connected to money laundering, terrorist financing or other financial crime; or
- Our bank, payment provider or applicable law prohibits the transaction.

8.3. In such cases we may ask you to provide additional information or documents, or we may be required to report the transaction to the relevant authorities.

9. Changes to This Refund Policy

9.1. We may update this Refund Policy from time to time, for example to reflect changes in our services, in law or in payment provider rules.

9.2. The latest version will always be published on our website and will show the “Last updated” date at the top.

9.3. If the changes are material, we may also notify you by email or via your client area. Continued use of our services after the updated policy comes into effect means that you accept the changes.