Refund Policy سياسة الاسترداد

Scope of this Policy

This Policy applies to new hosting services purchased directly from Hostivo, including game server and bot hosting, unless different terms are clearly displayed on the product page before payment.

Digital products, licenses, domains, custom work, and third-party services may have separate refund conditions.

How the 24-hour guarantee works

• The period begins when the service is activated and access details are made available, not when the order is placed if activation is delayed.
• The request must reach Hostivo before 24 complete hours have passed from the activation time recorded by our system.
• The guarantee applies to the first purchase of a new hosting service.
• It may be used once per customer or account to prevent abuse.
• The account owner must submit the request through an official ticket.

Support may request information to understand the issue, but the ticket creation time determines whether the request was submitted within the deadline.

Eligible refund requests

A refund request may be approved when:

• It concerns the customer’s first new hosting service.
• It is submitted within 24 hours of activation.
• The account is in good standing and not suspended for a violation.
• The same invoice was accidentally paid more than once.
• Hostivo cannot provision the paid service and no suitable solution or alternative is available.

Hostivo may offer a repair, migration, or alternative plan. An eligible customer may accept that solution or continue with the refund request.

Non-refundable cases

The guarantee normally excludes:

• Requests submitted after the 24-hour deadline.
• Service renewals or subscription extensions.
• Upgrades, extra resources, and plan changes.
• Domains, licenses, custom migration, and setup fees.
• Downloadable products after the file has been made available.
• Custom development, configuration, or other completed work.
• Services suspended for a Terms violation or resource abuse.
• Boost rewards, free services, and promotional credits.
• Fees that a payment processor or third party does not return.
• Products clearly marked as non-refundable before payment.

When a coupon or credit was used, the refund cannot exceed the amount actually paid by the customer for the order.

How to submit a refund request

1. Sign in to the Hostivo account that purchased the service.
2. Open an official support ticket before the 24-hour deadline.
3. Use the ticket title: Refund Request.
4. Provide the relevant service or invoice number.
5. Briefly explain the issue to help us review the request.

A general support ticket or private message that does not clearly request a refund does not begin the refund process.

Review and return of payment

Eligible requests are normally reviewed within three business days. Additional information may be requested to verify the invoice, payment method, or account ownership.

Once approved, payment is returned to the original method whenever possible. If that method cannot receive a refund, an appropriate alternative will be agreed with the customer.

A returned payment may take 5 to 10 business days to appear, depending on the payment provider or bank. This period begins after Hostivo approves the request.

Refunds are based on the currency and amount actually paid. Hostivo is not responsible for exchange-rate differences or fees retained by the payment provider unless applicable law requires otherwise.

Service cancellation and files

When a refund is approved, the service and its associated resources are terminated. Server files, databases, and backups may be permanently deleted.

Customers must download required files before final service closure. Hostivo does not guarantee that files can be recovered after the refund is completed.

Cancelling renewal prevents future invoices but does not automatically refund the current period or unused days.

Payment disputes and chargebacks

If a customer believes a payment is incorrect, they should contact Hostivo support first so the transaction can be reviewed.

Services connected to a chargeback may be suspended while it is investigated. Fraudulent disputes or abuse of the payment system may result in account termination, without limiting rights that cannot legally be waived.

Changes, applicable law, and contact

This Policy may be updated when our services, payment methods, or legal requirements change. The current revision date appears at the top of this page.

If this Policy conflicts with a mandatory consumer right, that legal right will apply. This Policy and the Terms of Service are governed by the applicable laws of the Lebanese Republic unless another applicable law requires otherwise.