At Hostoral, we aim to provide reliable and high-quality web hosting services. This Refund & Cancellation Policy explains how cancellations, refunds, and service termination requests are handled for services purchased through Hostoral.
By purchasing a Hostoral service, you agree to this policy together with our Terms of Service. Nothing in this policy limits or excludes any consumer rights or other rights that cannot legally be excluded under applicable law.
1. Refund Eligibility
Shared Hosting
Shared Hosting customers may request a refund within 14 days of the initial purchase.
VPS Hosting and Dedicated Servers
VPS Hosting and Dedicated Server customers may request a refund within 14 days of the initial purchase, unless otherwise stated on the applicable product or order page.
Domain Names
Domain name registration, renewal, transfer, and related domain fees are generally non-refundable once the order has been processed, because these services may involve non-refundable charges from domain registries or third-party providers.
However, this exclusion does not affect any refund or cancellation rights that may apply under mandatory applicable law.
SSL Certificates and Third-Party Services
SSL certificates and other third-party services may be non-refundable once they have been issued, activated, provisioned, or otherwise processed.
Any applicable statutory consumer rights remain unaffected.
2. 14-Day Consumer Cancellation Right
Where applicable under mandatory consumer protection law, consumers may have the right to cancel their purchase within 14 days without providing a reason.
In particular, consumers residing in the European Union, European Economic Area, or United Kingdom may have a statutory 14-day withdrawal right, subject to applicable law and the conditions governing digital and hosting services.
Where a customer has expressly requested that a service begin before the end of the applicable withdrawal period, and applicable law permits an exception or adjustment to the withdrawal right after the service has begun, the customer’s rights will be handled in accordance with applicable law.
For more information about Paddle’s applicable buyer terms, please see the Paddle Buyer Terms.
3. Refund Conditions
A refund request should be submitted within the applicable refund period.
When reviewing a refund request, we may consider:
- The date of the original purchase.
- The type of service purchased.
- Whether the service has already been provisioned or activated.
- Whether the service has been substantially used.
- Whether any domain, SSL certificate, license, setup, or third-party service has already been purchased or processed on the customer’s behalf.
- Whether there has been a violation of our Terms of Service.
- Any applicable consumer protection or other mandatory legal rights.
Nothing in these conditions is intended to remove or restrict rights that cannot legally be excluded.
4. Services That May Be Non-Refundable
Unless required otherwise by applicable law, the following charges may be non-refundable once processed:
- Domain name registrations, renewals, or transfers.
- SSL certificates that have already been issued or activated.
- Third-party services purchased or provisioned on behalf of the customer.
- Custom setup or configuration fees where the service has already been performed.
- Other services that have already been fully delivered or consumed.
Any applicable statutory refund, cancellation, or withdrawal rights remain unaffected.
5. Subscription Cancellation
Customers may cancel a recurring hosting subscription at any time.
Cancellation will normally prevent future renewals and future recurring charges. Unless a refund is otherwise required or approved under this policy or applicable law, cancellation does not automatically create a refund for the current billing period.
Customers can submit a cancellation request through their Hostoral account dashboard or by contacting our support team.
6. Refund Requests
To request a refund, please provide:
- Your Hostoral account email address.
- The relevant order or invoice number.
- The service you are requesting a refund for.
- The reason for the request, if you wish to provide one.
Refund requests can be submitted through our support/contact channels.
Where a refund is approved, it will normally be processed through the original payment method or through the payment provider used for the transaction, subject to the provider’s processing procedures.
7. Refund Processing Time
Approved refunds are normally processed within 7–10 business days.
The time required for the refund to appear in your account may vary depending on the payment provider, bank, card issuer, or other financial institution.
8. Paddle Payments
Payments processed through Paddle are subject to the applicable Paddle Buyer Terms and refund procedures.
Paddle acts as the authorized reseller for products and services purchased through its checkout. Where Paddle processes the transaction, refund requests may also be handled through Paddle in accordance with its applicable policies and the rights available to the customer.
You can review the current Paddle Buyer Terms here: https://www.paddle.com/legal/buyer-terms
9. Chargebacks and Payment Disputes
If you have a problem with a purchase, we encourage you to contact Hostoral support first so that we can investigate and resolve the issue.
If your payment was processed through Paddle, you may also contact Paddle regarding the transaction.
Nothing in this section prevents a customer from exercising any chargeback, statutory, or other legal rights available to them.
10. Abuse, Fraud, or Terms of Service Violations
Hostoral may suspend or terminate an account where there is evidence of fraud, abuse, unlawful activity, or a material violation of our Terms of Service.
Any refund in such circumstances will be handled in accordance with applicable law and the circumstances of the case.
11. Changes to This Policy
Hostoral may update this Refund & Cancellation Policy from time to time to reflect changes to our services, payment providers, or applicable laws.
The updated version will be published on this page with a revised effective date.
12. Contact Us
If you have questions about cancellations or refunds, please contact us:
Email: info@bd.hostoral.com
Website: https://bd.hostoral.com/
We will review refund requests and respond as soon as reasonably possible.