Refund & Payment Policy

This policy sets out the payment and refund terms applied by Hostry Compute LLC ("Hostry", "we", "us", "our").

1. General Refund Position

Unless expressly stated otherwise in this policy, all payments made for services are non-refundable.

Services are provided on a prepaid basis. Hostry does not refund the remaining period of services once they have been billed.

2. Account Credit

Where a refund is permitted under this policy, it is issued exclusively as credit to the customer's internal account balance within the Portal.

Internal account credit:

• may be used to pay for any future Hostry service;
• is non-transferable to another customer or account;
• cannot be converted to cash, withdrawn, or paid out to any external account;
• does not expire while the account remains active;
• is forfeited on termination of the account for breach of the Master Service Agreement.

3. Where Credit Is Issued

Hostry issues account credit in the following circumstances:

• SLA outage credits — under the Service Level Agreement, at three times the duration of confirmed unavailability;
• Hardware failure — where a purchased server fails and cannot be restored, at Hostry's election either an equivalent replacement or credit for the remaining prepaid period;
• Service cancellation initiated by Hostry — where Hostry cancels a service for reasons other than the customer's breach, prepaid fees are pro-rated and credited;
• Billing error — where an amount has been charged in error.

4. Non-Refundable Items

The following are strictly non-refundable and are not credited under any circumstances:

• registered domain names, once registration or transfer has been submitted to the registry;
• SSL certificates, once issued;
• payment provider commissions, transaction fees and processing charges;
• currency conversion losses and exchange rate differences;
• banking, e-wallet and gateway fees incurred for the transaction;
• administrative expenses required to process a refund request;
• charges for services already provisioned, activated or consumed;
• promotional and discounted services, and services purchased using coupon codes (see the Promotional Offers & Discount Policy);
• services terminated for violation of the Master Service Agreement or the Acceptable Use Policy;
• services suspended or deleted under the Service Suspension & Retention Policy;
• any service where suspension or termination resulted from failure to complete identity verification, or from sanctions and export control compliance obligations.

Where prepaid fees are forfeited due to the customer's breach, those fees are treated as liquidated damages payable to Hostry.

5. Refunds to External Payment Methods

In the exceptional cases where Hostry, at its sole discretion or as required by law, issues a refund to an external payment method rather than to account credit, the following limitations apply:

• refunds can only be made via the same payment method and the same payment provider used for the original transaction;
• refunds cannot be issued to a different payment method, a different payment provider, or to another individual or entity;
• refunds cannot be issued by wire transfer or manual payout unless required by law;
• if a payment provider does not support refunds, no external refund is possible, and the customer should select a different payment method for future transactions where refundability matters.

All costs associated with issuing an external refund — gateway fees, reversal costs, administrative processing fees and currency conversion charges — are borne by the customer and may be deducted from the refund amount or charged separately to the account.

6. Chargebacks

Chargebacks are prohibited. Billing disputes must be raised with Hostry directly through the Portal ticket system.

Any chargeback or attempted chargeback constitutes a material breach of the Master Service Agreement and may result in immediate suspension or termination of all services, closure of the account, administrative fees and liquidated damages, reporting to fraud-prevention databases, and legal collection of the disputed amount together with related costs and reasonable attorney fees.

Suspended services are not reinstated until the full outstanding balance and all chargeback-related fees have been paid.

7. Consumer Right of Withdrawal

Where the customer is a consumer resident in a jurisdiction that grants a statutory right of withdrawal for distance contracts, including the European Union and the United Kingdom, that right applies as provided by law and is not affected by Section 1 of this policy.

At the time of ordering, the customer expressly requests that Hostry begin providing the service immediately and acknowledges that the statutory right of withdrawal is lost once the service has been fully provided. Where the customer withdraws before the service has been fully provided, the customer owes an amount proportionate to what has been supplied up to the point of withdrawal.

8. Payment Rules

• Traffic overuse is invoiced according to the conditions of the applicable tariff plan or package.
• Availability of custom server configurations must be confirmed at the time the order is placed. No refund is due where a server is returned without justification.
• If the customer violates the Master Service Agreement or the Acceptable Use Policy, Hostry may block the server or cancel the services without refund.
• Cancellation of an account is free of charge, but all amounts due must be settled in full for the cancellation to complete.
• To avoid being billed for the next billing period, a cancellation request must be submitted before that billing period begins.

9. Finality

All refund and credit determinations made by Hostry are final and binding, except where a different outcome is required by applicable law.

10. Updates

This policy may be updated from time to time. The effective date at the top of this page indicates the most recent revision. Changes apply prospectively only.

11. Contact

Billing questions and credit requests must be submitted through the Portal ticket system.