Refund Policy
1. If we cannot set up your server
If a server you have paid for cannot be created (for example because the machine it was meant for is full), the payment is returned to your account credit automatically and the order is cancelled. You can use that credit for another order, or ask us to send it back to your original payment method within 30 days.
2. Payments for a delivered service
- Once a server has been set up, the payment for that billing period is not refundable, and cancelling part way through does not refund the unused time.
- If you have a serious problem in your first 48 hours that we cannot fix, contact us: we will look at it case by case, and a refund in that situation is at our discretion.
3. Upgrades and downgrades
- An upgrade charges the difference in price for the time left in your current period.
- A downgrade credits the difference to your account credit for the time left. When you prepaid several months at a discount, the credit is worked out at the discounted rate you actually paid, not at the full monthly price.
4. Account credit
- Credit you add to your account is a prepayment for our services and is not refunded to cash.
- Exceptions: a top-up paid twice, credited in error, or credited to the wrong account. Tell us within 30 days with the payment reference and we will return it to the method you paid with, or move it to the right account.
- Goodwill or promotional credit we give you has no cash value.
5. Domain names
Domain registrations and renewals are paid to the registry as soon as they are processed and cannot be refunded once the domain is registered or renewed. If a paid domain cannot be registered, the payment is refunded.
6. Suspension for breaking our terms
No refund is given for a service suspended or terminated because it broke our Terms of Service, including the acceptable use rules.
7. Chargebacks and payment disputes
Please contact us before disputing a payment with your bank, card issuer or wallet: most problems are fixed faster that way. While a dispute is open, the services and credit paid for by the disputed payment may be suspended. If the dispute is decided in our favour, you remain responsible for the amount.
8. How to ask for a refund
Contact us within 14 days of the payment (30 days for duplicate or mistaken payments) with your invoice number and what went wrong. To reach us, email [email protected], open a ticket in our Discord server, or use the chat on billing.atbphosting.com. Approved refunds are sent to the original payment method, or to account credit if you prefer, normally within 7 business days. Processor fees that the processor does not return to us may be deducted.
9. Your legal rights
This policy does not take away any right to a refund that the consumer law of your country gives you.