Refund & Cancellation Policy
The act of discontinuing a Service or a Product provided by SiteCountry is defined as an act of Cancellation. The customer agrees that a Cancellation request can be submitted anytime upon submitting the request via the Client Dashboard or by opening a ticket in our Billing Department.
During the process of canceling a Product or a Service, SiteCountry will attempt to resolve the reason for the Cancellation request provided and act in the best interest of the client. In case the Product or Service is no longer suitable for the customer, SiteCountry will act in compliance with our Terms of Service policy.
Billing and Renewal policy
Any Product or Service provided by SiteCountry is billed regularly depending on the chosen by the customer during the order process Billing Cycle. If a customer would like to cancel a recurring service, they have to submit a cancellation request via the Client Dashboard or to submit a ticket in our Billing Department.
The customer agrees and acknowledges that a renewed product cannot be canceled anytime, as we do not process automatic payments, we believe a customer only submits a renewal payment when they genuinely are satisfied with the service and wish to continue the same, therefore all renewal payments are final and SiteCountry is not obiliged to process a refund on the same.
The customer agrees that purchased or renewed addon services or any third-party services offered by SiteCountry are not refundable no matter when the cancellation request is submitted.
The customer agrees, it is their sole responsibility to ensure all payment information is correct and up to date as well as all outstanding invoices are paid if the service should be canceled before the service due date.
Renewal payments for Products or Services with SiteCountry should be submitted not later than 24 hours after the product due date. If the customer does not submit a payment within that period SiteCountry reserves the right to suspend the customer's account until renewal payment is submitted. SiteCountry is not obligated to inform the customer, however, we will do our best to do so before suspending the service.
SiteCountry reserves the right to run regular checks for all clients' accounts. If we discover that a customer's account is involved with any activity which violates our Terms of service, we reserve the right to suspend the services of the customer with or without a prior notice depending on the seriousness of the situation. No refunds are processed in such cases.
The customer acknowledges and agrees that if they wish to continue hosting the respective domain name with SiteCountry, they are obligated to cover the corresponding renewal payment of their original hosting account holding that particular domain name. In case the payment is not covered, the account will remain suspended. If the customer fails to cover the difference, the overdue web hosting account will be terminated in 7 calendar days.
SiteCountry reserves the right to refuse to honor the 30-day money-back guarantee for the above-mentioned services as per the breach of the initial agreement.
The customer agrees that any non-renewed Shared Web Hosting account will be kept on our servers for not more than 7 calendar days after the due date passes. After that period, if renewal payment is not received any data related to the Web Hosting account as well as the whole Web Hosting account will be deleted. This includes the Web Hosting account, all of the generated backup copies as well as any data related to the Web Hosting account.
In case the type of used Web Hosting Service is VPS or Dedicated Server, the customer is obligated to renew the service either prior or on the due date of the service. If the customer fails to submit the payment within 24 hours after the due date becomes effective, all data related to the Product or Service will be deleted. This includes all accounts created on the VPS or Dedicated Server as well as all backup copies generated for the same and all information or data associated with the non-renewed service. Furthermore, in the case that the service is a Dedicated Server, the whole server may be completely dismantled.
Service Cancellation
A Product or Service can be canceled either by the customer or SiteCountry. No third-party service, entity, or jurisdiction can request nor achieve service cancellation on a client's behalf.
Service Cancellation by the Customer
For a Product or a Service to be canceled by our customers, a proper cancellation request must be submitted. To submit a Cancellation Request the customer must use either the cancellation option from within the Client Dashboard or the customer should submit a Cancellation ticket explaining the reason for the cancellation in our Billing Department.
The customer agrees and acknowledges that there are exactly two types of service cancellation depending on the period chosen by the customer in their Cancellation Request:
Immediate Cancellation – the service will be canceled immediately after the cancellation request is approved by SiteCountry. Next Due Date Cancellation – the service will remain active until the next due date and when the date comes the service will be automatically canceled. The customer acknowledges and agrees that SiteCountry will keep a copy of the Shared Web Hosting account for not more the 7 days after the cancellation request becomes active and the Product or Service is canceled. After that period any data associated with the customer's Shared Web Hosting account will be permanently deleted with no option for the same to be restored. That includes the whole Shared Web Hosting account as well as any backups generated for the same.
For VPS or Dedicated Server services, the data will be kept for no more than 24 hours after the cancellation of service become effective. After that period the whole server will be removed meaning that all data hosted on the same will be permanently deleted with no option for the same to be restored.
SiteCountry cannot be held responsible for any data loss due to Service suspension or termination. It is the customer's sole responsibility to keep the data of their Web Hosting accounts fully backed up remotely for any loss of data to be avoided.
Service Cancellation by SiteCountry
The customer agrees and acknowledges that any Product or Service offered by SiteCountry can be canceled by SiteCountry with or without reason. Canceled by SiteCountry services are not subject to partial or full refund nor is SiteCountry obligated to give any prior notice to the customer. SiteCountry will not be held responsible for any loss of data in case the service is canceled by us.
The customer agrees that the reason for the cancellation of service by SiteCountry can be but is not limited to:
- Violation of SiteCountry Terms of Service.
- Involvement of the Web Hosting account in illegal or forbidden by the SiteCountry Terms of Use activities.
If such a reason arises, SiteCountry will act according to the severity of the violation. In most cases, we will try to resolve it first before committing to the complete termination of service. This means that we will open a Support Case with a complete description of the violated terms and give our customers respectful time to resolve the outstanding case:
- 24 hours for our Shared/Reseller Web Hosting products.
- 48 hours for our VPS and Dedicated Servers products.
The period starts immediately after a case is being open in our ticketing system. The customer is solely responsible for being aware of the case as well as for resolving the case according to the provided time frame.
Immediately after the cancellation takes place SiteCountry will provide a backup archive to the customer containing all customer data hosted on the canceled/terminated service. The backup archive will be available for 7 calendar days after the same is being made available for download. It is the customer's responsibility to ensure that the backup archive is being downloaded completely within the timeframe given by SiteCountry.
In case the reason for the cancellation of service by SiteCountry is different than a Terms of Service violation by the customer, SiteCountry will issue a prorated partial refund for the remaining months of service the Web Hosting product or service has been prepaid for. The amount of the refund is calculated on the following basis: the full prepaid amount minus the remaining months of service multiplied by the price per month of the canceled service. SiteCountry will provide a few options for the customer to choose from when it comes to receiving a refund. In case PayPal is being used as a payment method, the refunded amount will be automatically sent to our customer's PayPal account.
Money-Back Policy
SiteCountry will only issue the refunds in SiteCountry account funds with no time limit unless noted otherwise.
Our Money Back Policy covers initial orders of Shared hosting accounts, Virtual Private Servers and Reseller Hosting. SiteCountry will fully refund the Web Hosting payment submitted by the customer if the cancellation request meets the following requirements:
- The cancellation request is submitted for a valid and unresolved technical issue in the first 30 days after a Cloud Web Hosting product ( Premium and Elite cloud hosting) or service becomes active.
- The cancellation request is submitted for a valid and unresolved technical issue in the first 7 days after a VPS Server product or service becomes active.
- Dedicated Server and Any other services do not fall within the refund policy.
The cancellation request is not eligible for a full refund when:
Cloud Web Hosting account (Premium and Elite Cloud), upgrade or extra service are active for more than 30 days OR the request does not outline a valid technical reason for the same. VPS Servers are active for more than 7 days OR the request does not outline a valid technical reason for the same.
The customer agrees that our VPS and Dedicated Server services are subject to a one-time setup fee. No matter if the service is canceled within 7 days or not the setup fee is non-refundable. Meaning that if a cancellation request is submitted the setup fee will be withheld from the initial payment and the rest will be refunded according to the period the cancellation request is being submitted as explained above.
In case the setup fee is being removed due to:
- Arrangement with our Sales/Technical Support/Billing Departments
- Longer prepaid term than 1 month
- Coupon Code
- Promotion
The same will still be withheld in case of service cancellation before or within the period the service has been purchased for.
SiteCountry typically charges $5 USD as a setup fee, however, we reserve the right to change that amount without specifically outlining the change in our Terms of Service.
The customer agrees that in case a domain name has been registered or transferred for free as part of SiteCountry Products and Services, the said service will no longer be eligible for the SiteCountry money back policy unless noted otherwise. In the event of a service upgrade or modification, including but not limited to the transition from any one hosting type to another, any adjustments, credits, or transfers of amounts from a previous invoice to a new invoice shall be deemed final and non-refundable. By electing to upgrade, the customer acknowledges and agrees that all such adjustments are conclusive, and no refund or reversal of these amounts will be permitted under any circumstances.
Chargebacks and Disputes
The customer agrees and acknowledges the right of chargebacks. Before submitting such the customer is obligated to inform SiteCountry on the reasons forced them to submit a chargeback or a dispute with PayPal. SiteCountry will always work with our customers to resolve any outstanding payment issues before a chargeback or a dispute is being raised.
The customer agrees and acknowledges that if a chargeback or a dispute is being raised, SiteCountry will suspend the access to the Web Hosting product or service related to the case. To activate any suspended Web Hosting Service due to chargeback or dispute, a customer has to ensure that the dispute or chargebacks are being canceled or in case completed that any outstanding balance is being paid