Refund & Cancellation Policy
This Refund and Cancellation Policy applies to products and services purchased from SiteCountry and should be read with our Terms of Service. A cancellation request may be submitted through the Client Dashboard or by opening a ticket with the Billing Department.
Refund Eligibility
Subject to this Policy and applicable law, SiteCountry offers a voluntary refund only for the first purchase of Premium Cloud or Elite Cloud hosting. A cancellation request for a refund may be submitted within 30 days after the service is activated.
VPS hosting, reseller hosting, basic hosting, email hosting, domain services, licences, SSL certificates, add-ons, upgrades, renewals, subsequent purchases, one-time services and every other plan, product or service are not covered by this voluntary refund policy, unless SiteCountry expressly agrees otherwise in writing. This does not limit any refund or remedy that applicable law requires.
Payments made using cryptocurrency are not eligible for refunds under our voluntary refund policy, except where a refund or other remedy is required by applicable law.
An eligible request may be denied where the account has violated the Terms of Service, abused system resources, contained unlawful activity, failed required account verification, or where the 30-day period has expired.
Nothing in this Policy limits a refund or remedy that applicable law requires.
Effective Date and Transition
Transition. This voluntary refund policy applies to orders placed on or after the publication of this updated policy. An order placed before that publication remains governed by the refund terms that applied when the order was placed. This section does not remove any right, refund period or remedy that had already arisen under those terms, or any refund or remedy that applicable law requires.
Domain Registration, Renewal and Transfer
Completed domain registrations, renewals and transfers are normally non-refundable because they are processed through independent registrars and registries and the corresponding third-party charge may be irreversible.
A domain search, order, invoice or payment does not reserve a domain or confirm that a registration, renewal or transfer was completed. Customers must verify the transaction, term, status and resulting expiry date through the customer account, registrar record, WHOIS or RDAP as explained in the Terms of Service.
If a paid domain transaction cannot be completed, SiteCountry may, as appropriate and subject to applicable law, retry the transaction, return the unperformed domain-service amount as SiteCountry account credit, or provide another required remedy. Account credit does not mean that the requested domain transaction was completed and is not a cash refund.
Discretionary Account Credit
Where no contractual or legally required refund is due, SiteCountry may choose to offer account credit as a customer-service accommodation. SiteCountry may approve or deny such a discretionary credit request after considering service usage, transaction status, third-party costs, account conduct and the surrounding circumstances.
Account credit may be used only against eligible future SiteCountry charges. It is not cash, a bank refund, a payment reversal, an admission of liability, a waiver or a settlement. This discretion does not replace any refund or remedy required by applicable law.
Cancellation, Expiry and Customer Data
A customer may request immediate cancellation or cancellation at the end of the current service term through the available Client Dashboard or Billing Department process. Cancellation does not automatically create refund eligibility.
Hosting and domain services are separate. Renewing a domain does not renew hosting, and renewing hosting does not necessarily renew a domain. A hosting account may be suspended on its expiry date. Subject to applicable law and operational requirements, the account and remaining data may be permanently terminated and deleted beginning 24 hours after expiry.
Customers must download all required files, databases and email before cancellation or expiry and must maintain independent backups. SiteCountry does not guarantee that data or a usable backup will remain available during suspension or after cancellation, expiry or termination.
Refund Review and Processing
SiteCountry may verify account ownership, payment status, service activation, usage, policy compliance and third-party transaction status before deciding a request. Taxes, payment-processor charges, setup fees and non-recoverable third-party costs may be deducted or treated according to applicable law and the actual transaction status.
A refund, credit, replacement or other remedial offer does not by itself constitute an admission of liability, waiver, release or full and final settlement. A settlement or release requires a separate written agreement.
Chargebacks and Payment Reversals
Customers should contact the Billing Department so that payment concerns can be investigated. If a payment is charged back, reversed or otherwise becomes unpaid, SiteCountry may suspend the related service while the matter is investigated, subject to applicable law. This does not prevent a customer from exercising lawful payment-dispute rights.