Refund Policy

Effective date: 07 Mai 2025

At Onewehost Cloud LLC (“Onewehost”), we want you to be fully satisfied with our cloud hosting and related services (the “Services”). This Refund Policy is designed to be simple and customer-friendly while protecting all customers from abuse and complying with payment rules (Stripe and crypto).

How to request a refund

Email us at contact@onewehost.com from your account email and include:

• Your account email and order/invoice number.
• The service you want refunded and whether you prefer refund to the original payment method or account credit (when applicable).
• Optional context (helps us improve, not required).

We acknowledge most requests within 24–48 hours on business days.

30-Day Money-Back Guarantee (first purchase)

For your first purchase of eligible Services, you can request a full refund within 30 days of activation, no questions asked. This covers our core cloud servers and standard plans. Exclusions below apply (e.g., domains, SSL, licenses, usage overages).

Renewals

If a renewal was charged and you did not intend to continue, contact us within 7 days. We will refund the renewal when the service is unused or cannot be reasonably used by you. Outside this window, we may provide a pro-rata refund or account credit at our discretion.

Trials & cancellations

• For free trials or introductory pricing, we send an email reminder 3–7 days before the first paid charge with a direct cancellation link.
• You can cancel at any time via /billing (Stripe Customer Portal) or by contacting support. Cancellation stops future renewals.

Upgrades, downgrades, and prepayments

• Upgrades: we credit any unused portion of the current plan toward the upgraded plan.
• Downgrades: future charges reflect the lower rate; pro-rata refunds or credits may be issued for the unused period.
• Annual/long-term prepayments: if you cancel early, we may provide a pro-rata refund for the unused term, excluding any non-refundable items/fees.

Non-refundable items and situations

• Domain registrations/transfers/renewals.
• SSL certificates (once issued by the CA).
• Third-party licenses and dedicated IPs once allocated.
• Usage-based/overage fees (egress, storage overages, snapshots beyond plan, etc.).
• Promotional credits, coupons, and free tiers (not redeemable for cash).
• AUP or ToS violations (including spam, malware, fraud, DDoS, sanctions/export violations, or cryptocurrency mining which is prohibited).

Refund method and timelines

• Card payments (Stripe): refunds are issued to the original payment method. Most banks post funds in 5–10 business days (timing depends on your bank).
• Cryptocurrency: we refund to the same wallet used for payment, for the USD value at the time of refund, minus network fees. If not feasible, we issue an account credit for the USD amount.
• Processing time: we initiate approved refunds in 1–3 business days. You will receive a confirmation email.

If a payment method cannot accept a refund (e.g., expired card or closed account), an account credit will be provided.

Disputes and chargebacks

Please contact us first, we resolve billing issues quickly. You may open a dispute with your bank at any time. No fee or penalty applies for opening a dispute. Access may be limited only for unpaid amounts after the dispute is resolved.

Service issues and goodwill

If you experience outages, provisioning failures, or setup problems, we will either fix the issue or refund the affected period. We aim to be fair.

Cancellations and data

When a service is refunded and cancelled, we will schedule deletion of associated data per our retention/backup schedules. Please ensure you have copies of any data you need before cancellation.

Refunds under this Policy are in addition to any non-waivable consumer rights you may have under applicable law.

Changes to this Policy

We may update this Policy from time to time. If changes are material, we will provide notice (e.g., email or dashboard). The “Effective date” above shows the latest version.

Contact

Onewehost Cloud LLC : contact@onewehost.com