Straightforward refund rules.

1. About This Refund Policy

This Refund Policy explains when a payment made for an APNCloud service may be eligible for a refund, when a payment is non-refundable, how a customer can request a refund, how approved refunds are processed, and how refunds interact with renewals, domain names, software licenses, third-party services, promotional benefits, chargebacks, payment processors, service cancellations, and applicable law.

APNCloud is operated by APN CLOUD LTD, Company No. 17284647, with its registered office at 82A James Carter Road, Mildenhall, England, IP28 7DE, United Kingdom. References in this Policy to “APNCloud”, “we”, “us”, or “our” mean APN CLOUD LTD where it is the contracting entity for the relevant purchase. References to “Customer”, “you”, or “your” mean the person or organization that purchases or uses an APNCloud service.

This Policy forms part of the APNCloud Terms of Service and should be read together with the Terms of Service, Acceptable Use Policy, Billing & Renewal Policy, Service Level Agreement, Privacy Policy, Domain Registration Policy, and any service-specific terms shown on the applicable product page, order form, invoice, or quotation.

Nothing in this Policy is intended to remove or restrict any mandatory consumer right, statutory cancellation right, refund right, or other remedy that cannot lawfully be excluded. Where applicable law gives a Customer greater rights than this Policy, the mandatory legal requirement will prevail to the extent of any conflict.

2. Standard 14-Day Refund Period

Subject to the eligibility rules and exclusions in this Policy, an eligible first-time purchase may qualify for a refund when the Customer submits a valid refund request within 14 calendar days of the date of the initial purchase. The 14-day period begins on the date the first payment for the relevant Service is successfully completed, unless mandatory law requires a different starting point.

A refund request is not automatically approved merely because it is submitted within 14 days. We may verify the order, the Customer's identity or account ownership, the payment transaction, the Service status, prior refunds, resource consumption, promotional benefits, third-party costs already incurred, and whether the account has been involved in fraud, abuse, chargebacks, prohibited activity, or a material breach of the Terms of Service.

Where a refund is approved, the refundable amount will be calculated in accordance with this Policy. Non-recoverable third-party costs, domain fees, license fees, setup charges, custom work, usage-based charges, taxes that cannot be recovered, or other expressly non-refundable amounts may be excluded from the refund where permitted by law and clearly applicable.

After the applicable 14-day refund period has expired, payments are considered final and non-refundable unless this Policy expressly states otherwise, APNCloud agrees otherwise in writing, a payment was duplicated or made in error, or a refund is required by applicable law.

3. Services That May Be Eligible

The 14-day refund period is primarily intended for eligible first-time hosting purchases. A Service is eligible only if the applicable product page, order form, invoice, or special offer does not state that the Service is non-refundable or subject to different refund conditions.

• Shared Hosting: an eligible first-time Shared Hosting purchase may qualify for the 14-day refund period.
• Reseller Hosting: an eligible first-time Reseller Hosting purchase may qualify for the 14-day refund period.
• Cloud VPS or Managed Cloud VPS: eligibility may depend on the specific plan, provisioning status, third-party license costs, IP allocations, setup work, and any service-specific terms disclosed before purchase.
• Other hosting or cloud services: eligibility will be determined by the service-specific terms displayed at checkout or on the applicable order or invoice.

Where a Service includes a mixture of refundable and non-refundable components, APNCloud may refund only the refundable portion. For example, a hosting plan may be eligible while a domain registration, paid control-panel license, premium software license, external security product, or other third-party component purchased with the plan remains non-refundable.

4. Non-Refundable Services, Fees and Transactions

The following items are generally non-refundable once they have been ordered, activated, issued, registered, renewed, allocated, provisioned, or incurred, unless applicable law requires otherwise or APNCloud expressly agrees to a refund:

• Domain name registration fees, renewal fees, transfer fees, redemption fees, restore fees, premium-domain fees, and registry or registrar charges.
• SSL certificates after issuance or activation where the certificate authority or supplier does not permit a refund.
• Software licenses, control-panel licenses, security licenses, email licenses, and other third-party digital licenses after issuance or activation.
• Third-party services or supplier charges that APNCloud cannot recover after provisioning.
• Dedicated hardware, custom server orders, custom configurations, special-order components, or other services identified as non-refundable before purchase.
• One-time setup fees, installation fees, custom configuration fees, migration fees, development work, professional services, or other work already performed.
• Usage-based charges, overage charges, metered charges, bandwidth overages where applicable, additional IP charges, or other charges already consumed.
• Bank, card, foreign-exchange, intermediary, or payment-provider fees that are not returned to APNCloud.
• Renewal payments and recurring charges, except where mandatory law requires a refund or an obvious billing error is confirmed.
• Payments associated with fraud, abuse, prohibited activity, sanctions violations, or a material breach where a refund is not legally required.

If a product page or order form states a specific refund rule that is more restrictive because of unavoidable third-party or provisioning costs, that service-specific rule will apply to that Service provided it was clearly disclosed before purchase and is permitted by applicable law.

5. Renewal Payments

Renewal payments are generally non-refundable. The 14-day refund period applies to an eligible initial purchase and does not restart each time the Service renews. This includes monthly, quarterly, semi-annual, annual, biennial, triennial, or other recurring billing cycles.

Customers are responsible for reviewing their renewal date and cancelling an unwanted Service before the next renewal charge is processed. Where automatic renewal is enabled, the Customer authorizes the applicable payment method or payment processor to be charged for the renewal in accordance with the Terms of Service and Billing & Renewal Policy.

If a Customer no longer wants a Service, the Customer should submit a cancellation request through the APNCloud Client Area before the renewal due date. Stopping use of a Service, removing a website, allowing a domain to point elsewhere, or failing to log in does not by itself cancel the Service.

If a renewal is charged because of a clear technical billing error attributable to APNCloud, or if applicable law gives the Customer a mandatory cancellation or refund right, APNCloud will review the matter and provide the remedy required by law or appropriate under the circumstances.

6. Domain Names

Domain names involve third-party registries and registrars and are therefore subject to special rules. Once a domain registration, renewal, transfer, redemption, or restoration request has been successfully processed, the related fee is generally non-refundable because the registry or registrar charge may be irreversible.

If a domain registration request fails and the domain is not registered, APNCloud will normally return or credit the applicable domain registration amount, subject to payment-provider limitations and any amount that has already been irreversibly charged.

A domain that is included free or at a discounted price as part of a hosting promotion may have an underlying registration cost. If the associated hosting Service is refunded, APNCloud may deduct the normal or disclosed domain cost from the refund where the domain has already been registered and remains with the Customer, provided the deduction is permitted by applicable law and was adequately disclosed.

Domain eligibility, registration, transfer, renewal, expiration, redemption, and ownership rules are also governed by the APNCloud Domain Registration Policy and the rules of the applicable registrar and registry.

7. Dedicated Servers, VPS and Provisioned Infrastructure

Dedicated Servers, custom VPS configurations, IP allocations, operating-system licenses, control-panel licenses, and infrastructure that requires manual provisioning may create immediate and non-recoverable costs. For this reason, some infrastructure Services may have different refund eligibility from standard Shared or Reseller Hosting.

If a Dedicated Server or other custom infrastructure product is expressly marked non-refundable, the Customer should not place the order unless they are satisfied with the specification. Where a VPS or managed server is eligible for the standard 14-day period, non-refundable third-party license costs, setup work, additional IP charges, or other consumed components may still be deducted where allowed.

Service dissatisfaction caused solely by Customer-managed software, unsupported scripts, application misconfiguration, compromised credentials, or issues outside APNCloud's infrastructure does not automatically create a refund entitlement. However, APNCloud will review legitimate technical complaints and may provide troubleshooting, migration assistance, service credit, or another remedy where appropriate.

8. Cancellations

A cancellation request and a refund request are not the same. A Customer may cancel a Service so that it does not renew again without being entitled to a refund of amounts already paid.

Cancellation requests should be submitted using the cancellation function in the APNCloud Client Area or another method specifically authorized by APNCloud. For security reasons, APNCloud may require account authentication or additional confirmation before acting on a cancellation request.

Unless a refund is approved, a cancelled prepaid Service may remain active until the end of the already-paid billing period, depending on the selected cancellation option and the nature of the Service. Certain Services, including domains or third-party licenses, may continue under separate expiration or renewal rules.

9. How to Request a Refund

To request a refund, the Customer should contact APNCloud through an authenticated support ticket in the Client Area or email [email protected] using the email address associated with the account. For account security, APNCloud may ask the Customer to submit the request from the registered account rather than from an unrelated email address.

A refund request should include, where available:

• the Customer's full name or business name;
• the APNCloud account email address;
• the Service or product name;
• the invoice number or transaction reference;
• the date of purchase;
• the reason for the refund request; and
• any relevant technical or billing information that may help APNCloud review the request.

The Customer should not send full payment-card numbers, card security codes, online-banking passwords, payment-account passwords, recovery codes, or other highly sensitive credentials to APNCloud Support.

10. Review of Refund Requests

APNCloud will review refund requests reasonably and in good faith. During the review, APNCloud may verify whether the request was made within the eligible period, whether the Service is eligible, whether non-refundable components were supplied, whether a prior refund has been issued, whether the Service was materially used, and whether there is evidence of fraud, abuse, prohibited activity, or an unresolved payment dispute.

Submitting multiple tickets, opening a payment dispute while a refund request is actively being reviewed, or providing inaccurate payment information may delay the review. Where additional information is reasonably required, APNCloud may ask the Customer to provide it before a decision is made.

Approval or rejection of a refund request does not prevent the Customer from exercising any mandatory legal remedy that applies to the transaction.

11. Original Payment Method

Approved refunds will normally be returned to the original payment method used for the transaction. This approach helps prevent fraud, protects the Customer, and preserves payment traceability.

For example, a payment made by card will normally be refunded to the same card transaction route; a payment made through a supported digital wallet will normally be refunded through that wallet; and a refund processed through a supported bank or payment service will normally follow the provider's refund process.

APNCloud will not ordinarily redirect a refund to an unrelated card, bank account, wallet, third party, or person merely because the Customer requests a different destination. If the original payment method cannot receive the refund, APNCloud and the payment provider may require additional verification or may use another lawful method supported by that provider.

12. Payment Processors: Stripe, PayPal, Skrill, Wise and Other Providers

APNCloud may make one or more third-party payment methods available from time to time. Depending on the country, currency, transaction, account status, risk assessment, or technical availability, a payment may be processed by a card acquirer, Stripe, PayPal, Skrill, Wise, Paddle, a bank-transfer provider, or another authorized payment provider.

The presence of a provider's name or payment option at checkout does not mean that APNCloud is endorsed by, partnered with, or approved by that provider beyond the ordinary commercial relationship necessary to process the relevant transaction.

Where a refund is processed through a third-party provider, the provider's processing rules, technical limitations, security checks, settlement timelines, currency-conversion rules, and mandatory legal requirements may apply in addition to this Policy.

A payment provider may take several business days to display a completed refund after APNCloud has initiated it. APNCloud does not control the time taken by the Customer's card issuer, bank, wallet provider, or intermediary institution to post the refund.

If currency conversion occurred during the original payment or refund, the final amount received by the Customer may differ from the original local-currency amount because of exchange-rate movements or provider conversion charges. APNCloud is not responsible for a difference caused solely by a third-party exchange rate or non-refundable provider fee, except where applicable law provides otherwise.

13. Paddle and Merchant-of-Record Transactions

For certain products or transactions, APNCloud may use Paddle or another Merchant of Record. Where this applies, the Merchant of Record may be the legal seller for the payment transaction and may handle payment processing, tax calculation and collection, billing administration, buyer receipts, returns, disputes, and refund execution in accordance with its own terms and applicable law.

Where a purchase is processed through Paddle, any mandatory buyer rights, refund process, or Merchant-of-Record requirement imposed by Paddle will apply in addition to this Policy. If there is a direct conflict between this Policy and a mandatory rule that applies to a Paddle-processed transaction, the mandatory Paddle or legal requirement will control for that transaction.

APNCloud may assist the Customer with a Paddle-related refund request, but the final payment execution may need to be completed through Paddle's systems. Customers should retain the order receipt and transaction information supplied by the Merchant of Record.

14. Duplicate Payments, Overpayments and Billing Errors

If the same invoice or Service is accidentally paid more than once, the Customer should contact APNCloud promptly. After verification, APNCloud may refund the duplicate amount or, with the Customer's agreement, apply it as account credit.

If APNCloud confirms an incorrect charge caused by a billing-system error, APNCloud will correct the account and provide an appropriate refund, credit, or invoice adjustment.

A Customer who believes a payment is unauthorized should contact APNCloud and the relevant payment provider promptly. APNCloud may temporarily restrict the affected Service or account while the payment is investigated if this is reasonably necessary to prevent further unauthorized activity.

15. Promotional Credits, Coupons and Account Credit

Promotional credits, coupons, bonus balances, free service periods, referral credits, and other non-cash promotional benefits are not redeemable for cash unless expressly stated otherwise.

If a purchase made partly with promotional credit is refunded, APNCloud may restore the eligible promotional portion as account credit rather than cash, subject to the terms of the promotion. Expired, abused, transferred, duplicated, or fraudulently obtained promotional benefits may be cancelled.

Cash amounts that are genuinely refundable under this Policy will not be converted into account credit without the Customer's agreement, except where a provider or legal requirement makes another method necessary.

16. Chargebacks and Payment Disputes

Customers are encouraged to contact APNCloud Support before initiating a chargeback or payment dispute so that a legitimate billing or service issue can be investigated and, where appropriate, resolved through the normal refund process.

A chargeback is not a substitute for a cancellation request. If a Customer disputes a valid charge without first cancelling the Service, the Service may remain due for payment under the applicable agreement.

Where a chargeback or payment dispute is opened, APNCloud may provide the payment provider with relevant evidence such as invoices, order records, login records, service activation information, support correspondence, the Terms of Service, this Refund Policy, cancellation records, and other information reasonably necessary to respond to the dispute, subject to the Privacy Policy and applicable law.

APNCloud will not impose a penalty merely because a Customer exercises a lawful dispute right. However, APNCloud may suspend further provisioning, restrict payment methods, or require additional verification where there is a legitimate risk of fraud, repeated unresolved disputes, or unpaid valid balances.

17. Fraud, Abuse and Prohibited Activity

Refund protection is intended for genuine Customers and must not be abused. APNCloud may reject a refund request, to the extent permitted by law, where there is credible evidence that the transaction or Service was used for fraud, phishing, spam, malware, attacks, unauthorized access, stolen payment methods, policy evasion, repeated promotional abuse, deliberate resource abuse, or another serious violation of the Terms of Service or Acceptable Use Policy.

Where APNCloud terminates a Service because of serious prohibited activity or a material breach, unused time is not automatically refundable. Any refund will depend on applicable law, the circumstances, and whether APNCloud has incurred non-recoverable costs or liabilities.

Nothing in this section prevents APNCloud from returning funds to the lawful payment owner where a transaction is confirmed to have been unauthorized or from complying with instructions from a payment provider, bank, card network, court, regulator, or other competent authority.

18. Service Credits, SLA Claims and Refunds

A service credit under the APNCloud Service Level Agreement is different from a refund. If an eligible outage or network event qualifies for an SLA credit, the amount, form, and claim process will be governed by the SLA.

An SLA credit does not automatically entitle the Customer to a full refund of the Service, and a refund does not automatically create an additional SLA credit. Where both remedies could apply, APNCloud may apply the specific rules stated in the SLA and this Policy, subject to mandatory law.

19. Backups, Data, Migrations and Customer Configuration

A refund is not automatically due because of a problem caused by unsupported software, Customer configuration, third-party plugins, external DNS, expired domains, compromised passwords, Customer-managed firewall rules, or other matters outside APNCloud's reasonable control.

Where APNCloud provides a migration or backup service, the Customer should maintain an independent copy of important data whenever reasonably possible. If a genuine APNCloud service failure occurs, remedies will be assessed under the Terms of Service, SLA, this Policy, and applicable law.

20. Taxes, VAT and Government Charges

Where a payment includes VAT, sales tax, or another government charge, the refundable tax treatment may depend on the transaction, invoice, Merchant of Record, Customer location, and applicable tax rules.

If a refund is approved, APNCloud or the relevant payment provider will normally reverse or adjust refundable taxes where the law and payment system permit. Taxes, duties, or government charges that cannot lawfully or technically be recovered may not be refundable.

21. Refund Processing Time

APNCloud will aim to review valid refund requests within a reasonable period. Approval time may vary depending on account verification, transaction records, third-party service costs, fraud review, domain or license status, and payment-provider requirements.

After APNCloud or the applicable Merchant of Record initiates an approved refund, the Customer's bank, card issuer, wallet provider, or payment service may require additional business days to complete and display the refund. APNCloud cannot guarantee a specific posting date controlled by a third party.

Customers should allow the normal processing period shown by the relevant payment provider before reporting a refund as missing. If the refund still cannot be located, APNCloud may provide available transaction or refund reference information to assist the Customer.

22. Consumer and Statutory Rights

This Policy is a commercial refund policy and does not override rights that apply under mandatory consumer law. Depending on the Customer's location, the type of Service, when digital or hosting performance begins, and whether the Customer is acting as a consumer or business, additional cancellation or refund rights may apply.

Where the law requires APNCloud to provide a refund, cancellation right, remedy, or information that is more favorable than this Policy, APNCloud will comply with that requirement. Nothing in this Policy should be interpreted as requiring a Customer to waive a statutory right that cannot legally be waived.

23. Changes to This Refund Policy

APNCloud may update this Refund Policy from time to time to reflect changes in Services, billing practices, payment providers, legal requirements, fraud controls, or operational processes.

The version published on the APNCloud website will state its effective date. Material changes will apply prospectively where required by law and will not be used to remove a refund right that had already become legally enforceable before the change.

24. Contact and Refund Requests

Customers with questions about a refund, cancellation, duplicate payment, renewal charge, billing error, or payment dispute should contact APNCloud before initiating unnecessary payment disputes whenever practical.

By purchasing or renewing an APNCloud Service, you acknowledge that you have had the opportunity to review this Refund Policy before completing the transaction.