Refunds Policy
Last updated: November 10, 2023
This Refunds Policy outlines the terms and conditions for refunds on services provided by Valex Cloud ("we", "our", or "us"). By purchasing our services, you agree to the terms of this Refunds Policy.
1. General Refund Policy
At Valex Cloud, we strive to provide high-quality, reliable hosting services. We understand that sometimes services may not meet your expectations or requirements. Our refund policy is designed to be fair and transparent while maintaining the sustainability of our business.
2. Eligibility for Refunds
2.1. Standard Services
For our standard hosting services (Web Hosting, Cloud VPS, Game Servers), we offer a 14-day money-back guarantee. If you are not satisfied with our service for any reason within the first 14 days of your initial purchase, you may request a full refund.
2.2. Dedicated Servers and Bare Metal
For Dedicated Servers and Bare Metal services, we offer a 7-day money-back guarantee. Due to the resource-intensive nature of provisioning these services, the refund window is shorter than our standard services.
2.3. Enterprise Solutions
For Enterprise solutions, refund policies are determined on a case-by-case basis and are typically outlined in your service agreement. Please refer to your specific contract or contact your account manager for details.
2.4. Domain Names
Domain name registrations and transfers are non-refundable. Once a domain has been registered or transferred, it cannot be refunded under any circumstances due to the nature of domain registrations.
2.5. Add-on Services
Add-on services such as SSL certificates, dedicated IPs, and certain software licenses may have different refund policies. These are typically specified at the time of purchase.
3. Ineligible for Refunds
The following situations are not eligible for refunds:
- After the money-back guarantee period has expired
- For service renewals (refunds only apply to initial purchases)
- If you have violated our Terms of Service, Acceptable Use Policy, or any other policies
- For issues caused by third-party applications or services not directly provided by Valex Cloud
- If service disruption was caused by scheduled maintenance that was announced in advance
- For services that were used extensively during the refund period (significant resource usage)
4. Prorated Refunds
In some cases, we may offer prorated refunds for the unused portion of your service term. This typically applies to:
- Significant and persistent service disruptions not resolved in a reasonable timeframe
- Cases where we are unable to fulfill the service as described
- Account terminations initiated by Valex Cloud for reasons other than policy violations
Prorated refunds are calculated based on the remaining days in your service term and are provided at our discretion.
5. Service Credits
In some cases, instead of a monetary refund, we may offer service credits that can be applied to future service purchases or renewals. Service credits are typically offered:
- For minor service disruptions
- As compensation for temporary issues
- When moving to a different service plan
6. How to Request a Refund
To request a refund, please follow these steps:
- Log in to your Valex Cloud Client Area
- Submit a support ticket in the "Billing" department
- Include your order number and reason for the refund request
- Our billing team will review your request and respond within 2 business days
You may also contact us directly at billing@valexcloud.com to request a refund.
7. Refund Processing
Approved refunds will be processed using the same payment method used for the original purchase. Please note:
- Credit card refunds typically take 5-10 business days to appear on your statement
- PayPal refunds are usually processed within 1-2 business days
- Bank transfers and other payment methods may take longer to process
8. Service Level Agreements (SLAs)
For services covered by Service Level Agreements (SLAs), compensation for service disruptions will be handled according to the terms specified in the SLA. This may include service credits or partial refunds as outlined in the agreement.
9. Disputes and Chargebacks
We encourage customers to contact us directly to resolve any issues before initiating chargebacks or payment disputes. Unauthorized chargebacks may result in:
- Immediate service suspension
- Account termination
- Additional fees
- Ineligibility for future services
10. Policy Changes
Valex Cloud reserves the right to modify this Refunds Policy at any time. Changes will be effective upon posting to our website. It is your responsibility to review this policy periodically.
11. Contact Us
If you have any questions about our Refunds Policy, please contact us:
- By email: billing@valexcloud.com
- By opening a support ticket in your client area