1. Introduction
This Refund Policy outlines the terms and conditions for refunds on services purchased from Cloudcore (“we,” “us,” or “our”). This policy applies to all services including domain registration, shared hosting, VPS, and dedicated servers purchased through cloudcore.co.
2. Payment Methods and Refund Processing
2.1 Accepted Payment Methods
We accept the following payment methods:
- Credit and Debit Cards (Visa, MasterCard, American Express)
- PayPal
- Cryptocurrency (Bitcoin, Ethereum, and other supported currencies)
- Account Funds/Credit Balance
2.2 Refund Processing by Payment Method
Credit/Debit Cards
- Refunds processed to the original card used for payment
- Processing time: 5-10 business days (depending on your bank)
- Full refund amount returned minus any processing fees
PayPal
- Refunds processed to the original PayPal account
- Processing time: 3-5 business days
- Full refund amount returned minus any processing fees
Cryptocurrency
- No direct cryptocurrency refunds available
- Eligible refunds will be credited to your Cloudcore account funds
- Account funds can be used for future services or withdrawn via supported methods
- Cryptocurrency transaction fees are non-refundable due to blockchain processing costs
Account Funds
- Refunds credited immediately to your account balance
- Account funds can be used for future purchases
- Withdrawal of account funds subject to our withdrawal policy and minimum thresholds
3. Service-Specific Refund Terms
3.1 Shared Web Hosting
Money-Back Guarantee
- 30-day money-back guarantee from the date of initial purchase
- Applies to new accounts only (not upgrades or renewals)
- Full refund of hosting fees (excluding setup fees, domain registrations, and add-on services)
Eligibility Requirements
- Account must be cancelled within 30 days of initial setup
- No excessive resource usage or policy violations
- Must not have violated our Acceptable Use Policy
Exclusions
- Setup fees and migration fees
- Domain registrations and transfers
- SSL certificates and add-on services
- Promotional pricing and special offers may have different terms
3.2 Virtual Private Servers (VPS)
Limited Refund Window
- 72-hour refund period from initial server deployment
- Prorated refund based on unused service time
- Applies to monthly billing cycles only
Eligibility Requirements
- Refund request must be submitted within 72 hours
- Server must not have been used for production purposes
- No policy violations or abuse detected
- Includes unused portion of monthly fees only
Exclusions
- Setup fees and migration costs
- Additional IP addresses
- Control panel licenses
- After 72 hours, no refunds available
3.3 Dedicated Servers
Limited Refund Window
- 72-hour refund period from initial server deployment
- Prorated refund for unused monthly service time
- Hardware setup fees are non-refundable
Eligibility Requirements
- Must be requested within 72 hours of deployment
- Server must not have been customized beyond standard configuration
- No evidence of production use
- Account must be in good standing
Exclusions
- Hardware setup and configuration fees
- Custom hardware modifications
- Data migration services
- Extended testing periods
3.4 Domain Registration Services
No Refunds Policy
- Domain registrations are non-refundable once processed
- Domain transfers are non-refundable once initiated
- This policy aligns with registry requirements and industry standards
Exceptions
- Registrar errors (domains registered incorrectly by us)
- Technical failures preventing domain registration
- Duplicate charges due to system errors
Registry Requirements
- Domain registrations are typically processed immediately
- Registry fees are paid upfront and non-recoverable
- ICANN and registry policies prohibit refunds in most cases
3.5 Additional Services
SSL Certificates
- No refunds after certificate issuance
- Refunds available only for processing errors or failures
Email Services
- Prorated refunds within first 30 days
- Subject to same terms as hosting services
Backup Services
- No refunds after first backup completion
- 30-day money-back guarantee for new subscriptions
4. Consumer Rights (UK/EU Customers)
4.1 Distance Selling Regulations
UK and EU consumers may have additional rights under local consumer protection laws:
- 14-day cooling-off period for certain digital services
- Right to cancel before service provision begins
- Statutory rights are not affected by this policy
4.2 Consumer Rights Act 2015 (UK)
UK consumers have rights when services are not as described or are faulty:
- Right to repeat performance
- Right to price reduction
- Right to refund in certain circumstances
4.3 Service Provision Waiver
By requesting immediate service provision, consumers waive their right to cancel under Distance Selling Regulations for:
- Domain registrations (immediate processing)
- Hosting account setup (immediate provisioning)
- VPS/Dedicated server deployment
5. Refund Request Process
5.1 How to Request a Refund
- Submit a support ticket through your client area
- Email us at [Insert Support Email] with “Refund Request” in subject line
- Include the following information:
- Account details and service information
- Reason for refund request
- Original payment method
- Date of purchase
5.2 Required Information
- Account username or client ID
- Invoice number or transaction ID
- Service name and billing cycle
- Detailed reason for refund request
- Preferred refund method (if options available)
5.3 Processing Timeline
- Shared Hosting: 2-3 business days to review
- VPS/Dedicated: 1-2 business days (within 72-hour window)
- Domains: Review within 24 hours (usually denied per policy)
- Payment Processing: Additional 3-10 business days depending on method
6. Refund Eligibility Requirements
6.1 General Requirements
- Account must be in good standing
- No violations of Terms of Service or Acceptable Use Policy
- Original purchaser must request refund
- Must be within applicable refund period
6.2 Disqualifying Factors
- Policy Violations: Spam, abuse, illegal content
- Excessive Resource Usage: Beyond fair use limits
- Chargebacks: Previous chargeback attempts
- Multiple Refund Requests: Pattern of abuse
- Reseller Accounts: Special terms may apply
6.3 Pro-Rated Calculations
When applicable, refunds are calculated as:
- Daily rate = Monthly fee ÷ Days in billing cycle
- Refund amount = Daily rate × Unused days
- Processing fees and taxes are deducted where applicable
7. Non-Refundable Items
7.1 Always Non-Refundable
- Domain registration fees
- Setup and migration fees
- Third-party licenses (control panels, software)
- Custom development work
- Cryptocurrency transaction fees
- Payment processing fees
7.2 Promotional and Discounted Services
- Services purchased with promotional pricing may have modified refund terms
- Free trial upgrades are not eligible for refunds
- Bundled services may have different refund calculations
8. Account Credit and Funds
8.1 Account Credit Usage
- Refunds may be issued as account credit
- Account credit can be used for any Cloudcore services
- Credit does not expire but account closure forfeits unused credit
8.2 Withdrawal of Account Funds
- Minimum withdrawal: £10 (or equivalent)
- Processing fee may apply for withdrawals
- Verification required for large withdrawals
- Available withdrawal methods: PayPal, Bank Transfer
9. Disputes and Chargebacks
9.1 Dispute Resolution
Please contact us before initiating chargebacks or payment disputes:
- We aim to resolve issues quickly and fairly
- Chargebacks may result in account suspension
- Additional fees may apply for chargeback processing
9.2 Chargeback Policy
- Services will be suspended during chargeback investigation
- Account termination may result from successful chargebacks
- Chargeback fees will be added to account balance
10. Exceptional Circumstances
10.1 Service Outages
- Extended downtime may qualify for service credits
- Credits calculated based on Service Level Agreement (SLA)
- Refunds considered for significant service failures
10.2 Technical Issues
- Refunds may be considered for unresolvable technical problems
- Must be documented and confirmed by our technical team
- Alternative solutions will be offered first
10.3 Billing Errors
- Double charges will be refunded immediately
- Incorrect billing amounts will be corrected
- System errors resulting in overcharges will be refunded
11. Refund Limitations
11.1 Maximum Liability
- Refund amount limited to fees paid for affected service
- No compensation for indirect losses or damages
- No refunds for consequential or incidental damages
11.2 Time Limitations
- Refund requests must be made within applicable time periods
- Claims made after policy periods will not be honored
- Statute of limitations applies to all refund claims
12. Business and Reseller Accounts
12.1 Different Terms
- Business accounts may have modified refund terms
- Reseller accounts subject to separate refund policies
- Volume discounts may affect refund calculations
12.2 Contract Services
- Custom contracts may override this policy
- Enterprise agreements have separate terms
- Dedicated account managers handle enterprise refunds
13. Policy Changes
13.1 Updates and Modifications
- This policy may be updated periodically
- Changes will be posted on our website
- Continued use implies acceptance of changes
13.2 Grandfathering
- Existing services remain subject to terms at time of purchase
- New purchases subject to current policy terms
- Significant changes will be communicated via email
14. Contact Information
For refund requests and questions:
Support Team
Email: [Insert Support Email]Subject Line: “Refund Request – [Service Name]”
Website: cloudcore.co
Response Time: Within 24 hours
Billing Department
Email: [Insert Billing Email]For payment and billing inquiries
15. Legal Compliance
This refund policy complies with:
- UK Consumer Rights Act 2015
- EU Consumer Rights Directive
- Distance Selling Regulations
- Payment Services Regulations
- Industry best practices
This Refund Policy is part of our Terms of Service and should be read in conjunction with our Privacy Policy and Terms of Use.