Refund Policy

Last Updated: January 2025

CloudOnHost ("we," "our," or "us") is committed to providing fair and transparent refund policies. This Refund Policy explains our refund procedures, eligibility criteria, and billing practices for our hosting services.

1. Money-Back Guarantee

We offer a 30-day money-back guarantee on all new hosting accounts. If you are not completely satisfied with our hosting services within the first 30 days of your initial purchase, you may request a full refund of your hosting fees.

This guarantee applies to:

  • New hosting accounts (first-time purchases only)
  • Hosting plans and packages
  • Initial billing cycle only

The money-back guarantee does not apply to:

  • Domain name registrations and renewals
  • Domain transfers
  • SSL certificates
  • Add-on services and upgrades
  • Accounts that have violated our Terms of Service
  • Accounts that have been suspended or terminated for abuse

2. Refund Eligibility

To be eligible for a refund, you must:

  • Submit your refund request within 30 days of your initial purchase date
  • Have a valid account in good standing
  • Not have violated our Terms of Service
  • Provide a valid reason for the refund request

Refund requests submitted after 30 days from the initial purchase date will be evaluated on a case-by-case basis and are not guaranteed.

3. Refund Process

To request a refund, please follow these steps:

  1. Log in to your client portal at https://portal.cloudonhost.com
  2. Submit a support ticket through the "Support" section
  3. Select "Billing" as the department
  4. Clearly state your refund request and reason
  5. Include your account information and order number

Alternatively, you can contact our billing department directly at [email protected] or call us at +852 98483697.

We will review your refund request within 2-3 business days and process approved refunds within 5-10 business days. Refunds will be issued to the original payment method used for the purchase.

4. Non-Refundable Items

The following items and services are non-refundable:

  • Domain Name Registrations: Domain names cannot be refunded once registered, as they are registered with third-party domain registrars and fees are paid to them.
  • Domain Renewals: Domain renewal fees are non-refundable.
  • Domain Transfers: Domain transfer fees are non-refundable.
  • SSL Certificates: SSL certificate purchases are non-refundable once issued.
  • Add-on Services: Additional services such as website design, migration services, and other add-ons are non-refundable once the service has been provided.
  • Setup Fees: One-time setup fees are non-refundable.
  • Upgrades and Renewals: Upgrades to existing accounts and service renewals are not eligible for the money-back guarantee.

5. Partial Refunds

In certain circumstances, we may offer partial refunds:

  • If you cancel your service mid-billing cycle, we may provide a prorated refund for the unused portion of your service
  • If you downgrade your plan, we may refund the difference for the remaining billing period
  • Partial refunds are calculated based on the remaining days in your billing cycle

Partial refunds are subject to review and approval by our billing department.

6. Billing and Payment

Billing Cycles: Our hosting services are billed on a monthly, quarterly, semi-annual, or annual basis. You can choose your preferred billing cycle during the signup process.

Payment Methods: We accept various payment methods including credit cards, PayPal, bank transfers, and other local payment methods in Hong Kong.

Automatic Renewal: By default, all services are set to automatically renew at the end of each billing cycle. You can disable automatic renewal at any time through your client portal.

Payment Due Dates: Invoices are generated 14 days before the service renewal date. Payment is due on or before the service renewal date. Failure to pay may result in service suspension or termination.

Late Fees: Accounts with overdue payments may be subject to late fees and service suspension. We will send multiple payment reminders before suspending services.

7. Cancellation Policy

You may cancel your hosting service at any time through your client portal or by contacting our support team. To avoid being charged for the next billing cycle, please cancel your service at least 7 days before the renewal date.

Service Cancellation:

  • Immediate cancellation will stop service renewal but will not provide a refund for the current billing period
  • Your account and data will be permanently deleted 30 days after cancellation
  • We recommend backing up your data before canceling your service
  • Domain names will remain active and registered in your name even after hosting cancellation

Data Backup: It is your responsibility to backup your data before cancellation. We are not responsible for data loss after the cancellation period.

8. Chargebacks and Disputes

If you are dissatisfied with our services, we encourage you to contact us directly to resolve any issues before initiating a chargeback or payment dispute. Chargebacks and disputes may result in:

  • Immediate account suspension or termination
  • Loss of eligibility for future services
  • Additional fees and charges

We are committed to resolving all billing issues fairly and promptly. Please contact our billing department to discuss any concerns.

9. Refund Processing Time

Processing Time: Approved refunds are typically processed within 5-10 business days from the date of approval.

Payment Method: Refunds will be issued to the original payment method used for the purchase. The time it takes for the refund to appear in your account depends on your payment provider:

  • Credit/Debit Cards: 5-10 business days
  • PayPal: 3-5 business days
  • Bank Transfers: 7-14 business days

If you do not receive your refund within the expected timeframe, please contact our billing department.

10. Changes to This Refund Policy

We reserve the right to modify this Refund Policy at any time. Any changes will be effective immediately upon posting on this page. We encourage you to review this policy periodically to stay informed about our refund procedures.

Your continued use of our services after any changes to this policy constitutes acceptance of those changes.

11. Contact Us

If you have any questions about this Refund Policy or need assistance with a refund request, please contact us:

CloudOnHost
Billing Department
Email: [email protected]
Phone: +852 98483697
WhatsApp: +852 98483697
Address: Hong Kong

Our billing team is available Monday through Friday, 9:00 AM to 6:00 PM HKT. For urgent matters, please use our 24/7 support ticket system.