Refund Policy

This Refund Policy forms part of the HOSTI GUARD LLC Terms of Service and applies to every purchase made through hostiguard.com or through your client area.

Please read this policy before you pay. You are asked to confirm on the order page that you have read and accepted it, and completing a payment for any of our services means you accept it as published on the day of your order.

We want you to be able to buy with confidence. Where a Service can be cancelled and the cost recovered, we offer a money-back period. Where a cost is irreversible for us — a domain registration paid to the registry, for example — we say so plainly instead of promising something we cannot deliver.

1. At a glance

The table below is a summary. The sections that follow are the binding terms.

• Shared, WordPress, Business and Cloud hosting — 14 days, first purchase of a plan.
• VPS and dedicated servers — 48 hours, first purchase only, and only while the server has not been set up or used.
• Domain names (registration, renewal, transfer, restore) — not refundable.
• SSL, e-mail, CDN, SiteLock, proxies, SMS, add-ons and marketplace products — not refundable once issued or activated.
• Renewals, set-up and administrative fees — not refundable.
• Account credit — not refunded to a card; it stays on your account and can be used or withdrawn.

2. Hosting plans — 14-day money-back

If you are buying a shared, WordPress, business or cloud hosting plan from us for the first time, you may cancel it within 14 days of the payment and receive a full refund of the plan fee.

The 14-day period is a one-time courtesy. It applies to your first purchase of that plan type and once per customer — identified by account, billing details, payment method or any combination of these. It does not apply to a second purchase of the same plan, to a plan you have held before, to a renewal, or to a new account opened by the same person or business.

3. VPS and dedicated servers — 48 hours, before the server is put to use

A VPS or dedicated server may be cancelled for a full refund within 48 hours of the first payment for that server, provided the server has not yet been set up or used. The window is shorter than for shared hosting because the resources are reserved for you alone from the moment the server is created.

Once a server has been provisioned and put to use — an operating system or control panel installed, data uploaded, or the server otherwise operated — the fee is no longer refundable, because the capacity has been consumed and cannot be resold for that period.

After that point a refund is considered only where the server is faulty, fails, or does not work as specified and our technical team is unable to resolve the fault within a reasonable time. Open a support ticket so we can diagnose it; where the fault is confirmed and cannot be fixed, we refund the unused period or replace the server, at your choice.

Set-up fees, licences bought with the server (control panels, operating systems, additional IP addresses) and any usage already incurred are not refundable.

4. Domain names — not refundable

Domain registrations, renewals, transfers and redemption or restore fees cannot be refunded, at any time and for any reason, including a spelling mistake in the name you typed.

This is not a commercial choice. The fee is paid immediately to the registry that operates the extension (.com, .net, .ae and so on), the registration is irreversible, and the registry does not refund us. The domain remains yours for the full period you paid for, and you may transfer it to another registrar or push it to another account at any time.

Please check the spelling carefully on the order page before you pay.

5. SSL, e-mail, CDN, security and other products

SSL certificates, e-mail plans, CDN, SiteLock, proxies, SMS credit, marketplace products and paid add-ons such as WHOIS privacy or DNSSEC are not refundable once the product has been issued, activated or delivered, because the cost is passed to the supplier at that moment.

An SSL certificate that you have ordered but that has not yet been issued — for example because validation has not started — may be cancelled for a full refund within 14 days of payment.

6. Renewals and automatic renewal

Renewal payments are not refundable. You can turn automatic renewal off at any time from your client area, and we send a reminder before a Service renews. Please use these rather than asking for a renewal to be reversed.

As a courtesy, if a hosting plan renewed automatically and you contact us within 5 days of that renewal having not used the renewed period, we will cancel the renewal and refund it. This courtesy does not apply to domains, servers or any other product.

7. Account credit

Money added to your account balance is not refunded to the card or wallet it came from. It stays on your account and can be spent on any Service.

You may request a payout of your remaining balance by opening a billing ticket. Payouts are made by bank transfer or in cryptocurrency, subject to identity checks and to any minimum amount shown in your client area.

8. When a refund is not given

No refund is given, inside or outside any money-back period, where:

• the Service was suspended or terminated because of a breach of the Terms of Service or of the Acceptable Use Policy at hostiguard.com/acceptable-use;
• the order is fraudulent, or made with a payment method you were not authorised to use;
• the payment is already the subject of a chargeback or payment dispute — the same amount cannot be returned twice, so the outcome of that dispute decides the matter;
• the amount was paid with a promotional code, voucher or free credit, to the extent of that discount;
• the problem is caused by your own website, code, plugins, configuration, traffic or third-party services rather than by our platform;
• you were unable to complete validation required by a registry, Certificate Authority or other supplier;
• the request concerns a period you have already used, beyond the applicable window.

Taxes are refunded together with the amount refunded where the law allows. Bank, card-network or cryptocurrency network fees charged by a third party are not refundable by us.

9. How to request a refund

Open a ticket from your client area under the Billing department, or write to billing@hostiguard.com, and include the invoice number, the Service concerned and the reason. Requests must come from the account holder.

We answer every request and will tell you clearly whether it is approved and, if not, why. We aim to review requests within 2 business days.

10. How approved refunds are paid

Approved refunds are returned to the original payment method. We cannot send a refund to a different card, account or wallet.

• Card and wallet payments — returned through the payment provider that processed the payment. Once we release it, the provider and your bank normally take 5 to 10 business days to show it on your statement.
• Payments processed by Paddle — Paddle is the merchant of record for those payments and issues the refund; it appears on your statement under Paddle.
• Bank transfers — returned to the account the payment came from, which can take longer depending on the banks involved.
• Cryptocurrency payments — because a blockchain payment cannot be reversed and the value can move between the payment and the refund, these are refunded as account credit of the same amount, which you may then spend or request as a payout.

11. Chargebacks and payment disputes

Please contact us before contacting your bank. Almost every dispute is a misunderstanding we can resolve quickly, and a chargeback costs us a fee even when it is later withdrawn.

Where a chargeback is opened on a Service that was delivered, and without a refund request having been made to us first, the payment for that Service is no longer settled. We may immediately suspend or terminate every Service on the account, any remaining money-back entitlement ends, and we will contest the dispute with the full record of the order: the acceptance of this Policy at checkout with its date and time, the provisioning and access logs, resource usage, and all correspondence.

Where a chargeback is decided in our favour, the disputed amount and the fees charged to us by the payment provider must be settled before the account is restored. We may decline to serve, now or in future, any person or business that has charged back a delivered Service.

12. Refund abuse

The money-back periods in this Policy exist so that a customer who finds the Service unsuitable is not left out of pocket. They are not a free trial, and they are not a way to use a Service and then take the money back.

We treat the following as refund abuse, and refuse the refund:

• buying, using or consuming a Service and then requesting a refund for the period used;
• a repeated pattern of purchase followed by a refund request, on one account or across several accounts, cards or e-mail addresses belonging to the same person or business;
• requesting a refund for a server, licence or certificate that has been provisioned, installed or activated, other than for a confirmed fault;
• opening more than one account in order to claim a money-back period more than once;
• a refund request supported by a statement we can show from our own records to be untrue.

Where we identify refund abuse we may refuse the request, cancel any remaining money-back entitlement on the account, suspend or close the account, and decline future orders from the same person or business. Where the abuse is deliberate and repeated we reserve every legal remedy available to us.

We keep, for each order: the acceptance of this Policy recorded at checkout with its date and time, the provisioning record, access and resource-usage logs, and all support correspondence. These records are what we rely on when a refund request or a payment dispute is assessed, and they are supplied to the payment provider where a dispute is raised.

Before approving a refund we may ask you to verify that you are the account holder and the holder of the payment method used.

13. Cancelling a Service

You may cancel any Service at any time from your client area. Cancelling stops future renewals; it does not by itself create a refund for a period already paid for, unless one of the money-back periods above applies.

Unless you ask us to cancel immediately, a cancelled Service stays active until the end of the period you have paid for.

14. Changes to this Policy

We may update this Policy. The version in force is the one published on this page on the day you place your order, and the date it was last changed is shown at the top. Your acceptance is recorded with your order, so a later change to this page does not alter the terms that applied to an order already placed.

15. Contact

Questions about this Policy, or about a specific payment, may be sent to billing@hostiguard.com, or raised as a billing ticket from your client area. HOSTI GUARD LLC, 8206 LOUISIANA BLVD NE.