Refund Policy

1. Shared & Reseller Web Hosting — 30-Day Money-Back Guarantee

If you are not fully satisfied with your shared or reseller hosting plan, you may request a full refund within 30 days of your initial purchase date. This guarantee applies to the first billing period only and is not available on plan renewals.

The 30-day guarantee covers: Starter, Business, and Premium shared hosting plans billed monthly or annually.

• Refunds are processed within 5–10 business days to your original payment method
• Account and all associated data will be deleted upon refund approval
• Domain registration fees (if bundled) are non-refundable

2. VPS Hosting — 7-Day Pro-Rated Refund

VPS plans are eligible for a pro-rated refund within the first 7 days of activation. The refund amount is calculated based on unused days in the billing cycle.

• You will be charged only for the days the VPS was active
• If you used more than 7 days, no refund is issued
• Windows VPS plans with licensed software are subject to Microsoft licensing deduction
• VPS renewals are non-refundable

3. Dedicated Servers — Non-Refundable

Dedicated server orders are non-refundable once the server has been provisioned. This is because hardware is reserved and provisioned specifically for your account upon order confirmation. Custom configurations (specific RAM, disk, NIC upgrades) are non-refundable under any circumstance.

You may cancel a dedicated server before provisioning begins (typically within 2 hours of order) for a full refund. Contact sales@indextier.com immediately if you wish to cancel before provisioning.

4. Domain Names

Domain name registrations, transfers, and renewals are non-refundable once processed. This is due to ICANN and registry policies that do not allow domain fees to be returned once a domain is registered or renewed. If you registered a domain in error, please contact support within 24 hours and we will attempt to assist where possible.

5. SSL Certificates

SSL certificates are refundable within 15 days of purchase provided the certificate has not been issued. Once an SSL certificate has been issued (validated and signed), it is non-refundable as the issuing authority has already charged for the issuance.

6. Professional Services

Web development, design, security audit, server management, and other professional service fees are non-refundable once work has commenced. A partial refund may be issued for uncompleted deliverables at our sole discretion based on work completed to date.

7. Non-Refundable Services (Summary)

• Domain name registrations, transfers, and renewals
• SSL certificates (once issued)
• Dedicated server provisioning fees
• Plan renewals (all products)
• Setup fees for managed services
• Accounts suspended for policy violations or abuse
• Accounts used to send spam or host prohibited content

8. Accounts Suspended for Abuse

No refunds will be issued for accounts that have been suspended or terminated due to:

• Violation of our Acceptable Use Policy (AUP)
• Sending unsolicited bulk email (spam)
• Hosting malware, phishing pages, or illegal content
• Fraudulent payment information
• Chargeback abuse

9. Cancellation Policy

You may cancel your services at any time through the Client Area. Cancellation stops future renewal charges but does not automatically trigger a refund. Cancellation requests must be submitted through the billing portal — verbal or email requests to support staff are not valid cancellation requests.

After cancellation, your data will be retained for 14 days before permanent deletion. We recommend downloading all backups before cancelling.

10. How to Request a Refund

To request a refund within the eligible window:

• Log in to your Client Area
• Open a billing support ticket with subject: "Refund Request — [Order #]"
• Include your reason for requesting a refund
• Our billing team will review and respond within 1 business day

11. Contact Billing

For billing questions or refund inquiries: billing@indextier.com or open a ticket in your Client Area.