Refund Policy

This Refund Policy explains when Hostedium refunds payments and how refunds are calculated. It forms part of our Terms of Service. Words with capital letters have the meaning given in the Terms of Service.

1. 15-Day Refund Window

1.1 New customers can request a refund within 15 days of their hosting plan being activated.

1.2 An approved request is refunded at 70% of the hosting fee you paid. The remaining 30% covers setup, software licensing, and administration costs.

1.3 The 15 days start on the date the hosting plan is activated, not the date of the order or payment. Requests received after 15 days are not accepted.

1.4 The refund window applies to shared hosting plans only.

1.5 If your plan included a free domain, the domain stays registered in your name and its regular registration price is deducted from the refund.

2. Who Is Eligible

A refund under Section 1 is only available for your first hosting account with us. You are not eligible if:

You already have, or previously had, another hosting account with us;
You cancelled a previous account and signed up again;
Your account was suspended or terminated for a breach of the Terms of Service;
You have filed a chargeback or payment dispute for the account.

3. What Is Never Refunded

Domain registrations, renewals, and transfers.
SSL certificates, software licences, and other third-party add-ons once issued.
Setup, migration, installation, cleanup, custom work, and administrative fees.
Renewal payments of any Service.
Free services, including Free Student Hosting.
Payment processing fees, bank charges, and taxes withheld or charged by banks or payment providers, including withholding tax under Section 236Y.
Account credit that has already been applied to an invoice.

4. Cancellation by You After 15 Days

If you cancel after the 15-day window, no refund is given, including for unused months of a prepaid plan. Your Service stays active until the end of the paid period if you choose end-of-period cancellation, and it will not renew.

5. Termination by Hostedium for Cause

No refund is given if we suspend or terminate a Service because of a breach of the Terms of Service. This includes, for example:

Malware, spam, phishing, or a compromised account, including access gained using your own or your users' credentials;
Termination after a final notice under Section 6 of the Terms of Service, or failure to fix an issue by the deadline given in a notice;
Prohibited content or activity;
Excessive resource usage or breach of fair use;
Non-payment, chargebacks, fraud, or false information;
Abusive behaviour towards our staff.

6. Termination by Hostedium Without Cause

6.1 If we terminate a Service for a reason that is not a breach of the Terms of Service, for example because the account is not a suitable fit for our platform, we refund the unused full months remaining on your prepaid billing period. This does not apply if a final notice has been issued on your account under Section 6 of the Terms of Service. In that case no refund is given and the termination is final.

6.2 The refund is calculated as follows:

Monthly value = hosting fee actually paid for the billing period ÷ number of months in that period.
Refund = monthly value × number of full months remaining after the termination date.

6.3 The month in which termination takes place is counted as used. Monthly plans are not refunded for the current month, and no further invoices are raised.

6.4 The deductions in Section 3 apply. If the plan included a free domain, its regular registration price is deducted.

Example: you paid PKR 12,000 for a 12-month plan (PKR 1,000 per month). We terminate the Service after 5 full months. You are refunded 7 months, which is PKR 7,000, less any deductions under Section 3.

6.5 This refund is your only remedy for a termination without cause.

7. How Refunds Are Paid

7.1 Refunds are paid to the same method used for payment wherever possible.

7.2 Local bank transfer, Easypaisa, JazzCash, and other local payments are refunded in PKR to an account in the name of the account holder or the original payer. We will ask for the account title, bank name, and account number or IBAN.

7.3 Card payments are refunded to the original card. The refund is based on the amount we actually received, after payment processing fees and any taxes withheld by banks.

7.4 International payments are refunded in US dollars at the exchange rate on the date of the refund. We are not responsible for exchange rate differences or charges applied by your bank.

7.5 A refund will never be more than the amount you paid for the Service.

8. How to Request a Refund

8.1 Open a support ticket in the Client Area within the eligible period. Include the account or domain name and the reason for the request. Requests by WhatsApp, phone, or social media are not treated as formal refund requests.

8.2 Approved refunds are processed within 10 working days of approval and of receiving your payment details. Your bank or payment provider may take additional time to credit the amount.

8.3 Once a refund is issued, the Service is cancelled and all its data is deleted. Take a full backup before requesting a refund.

9. Chargebacks

Please contact us before contacting your bank. A chargeback or payment dispute filed without first raising a support ticket is a breach of our Terms of Service. We may suspend all Services on your account until it is resolved, recover the disputed amount and any fees charged to us, and submit account records and communications as evidence.