Refund Policy

Last updated: September 10, 2025 • Version 2.1

This Refund Policy forms part of the AltusHost B.V. (“AltusHost”, “we”, “us”, or “our”) Terms of Service. By obtaining and continuing to use our services, you agree to this Policy. We may update it from time to time; material changes will be announced via our website and/or email. If you have questions, contact billing@altushost.com.

1. Scope & Relationship to the TOS

This Policy applies to paid services purchased directly from AltusHost, including Business Web Hosting, Reseller Web Hosting, Virtual Private Servers (VPS), Dedicated Servers, and Colocation. Where this Policy and the TOS conflict, the TOS will prevail. Nothing in this Policy affects your statutory rights (where applicable).

2. Money-Back Guarantee Windows

Money-Back Guarantees apply only to first-time accounts (see Section 4). Refunds are limited to base service fees of the eligible service; add-ons and third-party costs are excluded.

2.1 Business (Shared) Web Hosting — 45-day Money-Back Guarantee

If you become dissatisfied within the first 45 days of your initial Business Web Hosting service term, we will issue a full refund of the base hosting fee paid at purchase, unless otherwise specified at or prior to purchase.

Exclusions: See Sections 3 and 4.

2.2 Reseller Web Hosting — 30-day Money-Back Guarantee

If you become dissatisfied within the first 30 days of your initial Reseller Web Hosting service term, we will issue a full refund of the base reseller fee, unless otherwise specified at or prior to purchase.

Additional condition: Excessive support usage aimed at circumventing normal onboarding (e.g., more than two non-urgent technical tickets excluding service-functionality troubleshooting) may void eligibility.

2.3 Virtual Private Servers (VPS) — 14-day Money-Back Guarantee

New Linux or Windows VPS plans are covered for 14 days from the start of the initial term. Refunds apply only to the base VPS fee; add-ons (e.g., additional IPs, software licenses, backups, control panels) are non-refundable.

2.4 Dedicated Servers & Colocation — No Money-Back Guarantee

Due to the bespoke and resource-committed nature of these services, fees are non-refundable unless explicitly stated at or prior to purchase.

2.5 Domain Names & SSL Certificates — No Money-Back Guarantee

Domain registrations/transfers/renewals and SSL Certificates are non-refundable once submitted to the registry/certificate authority, unless otherwise stated at purchase.

3. Non-Refundable Items

• Domain registrations/transfers/renewals, SSL certificates.
• Setup, installation, migration, administrative or professional service fees.
• Software licenses, additional IPs, backups, control panels, and other add-ons.
• Third-party or pass-through costs incurred on your behalf.
• Account credit balances, promotional credits, coupons, and vouchers.
• Renewals and recurring charges after the applicable Money-Back window.
• Services suspended/terminated for breach of TOS/AUP or non-payment.

4. Eligibility Conditions

• First-time account: Only the first service purchased under your first AltusHost account is eligible. If you had an account before (active or canceled), reopened an account, or opened multiple accounts, you are not eligible.
• Good-faith use: No violations of TOS/AUP, abuse, or illegal activity. We may request logs or context to verify good-faith usage.
• Scope of refund: Refunds apply only to base service fees of the eligible service; see Section 3 for exclusions.
• Cancellation timing: You must submit a cancellation request via the Client Portal on or before the end of the applicable Money-Back window (and before the next due date for renewals).
• Order verification: For flagged orders, we may require identity verification before approving a refund (see Privacy Policy for identity verification via iDenfy).

5. How to Request a Refund
  1. Submit cancellation: Log in to the AltusHost Client Portal and submit a cancellation request for the specific service (choose “Immediate” or “End of Billing Period”).
  2. Open a Billing Ticket: In the Client Portal, open a Billing Ticket within the applicable Money-Back window and include your service ID and reason for refund.
  3. Eligibility check: We will verify eligibility (Sections 2–4). For flagged orders, quick identity verification may be required.
  4. Processing: Approved refunds are issued to the original payment method where possible. If not feasible (e.g., method expired/closed), we may issue an account credit or request alternate details consistent with our compliance obligations.

Timing: Refund processing typically completes within 5–10 business days after approval; bank/payment-network timelines are outside our control.

6. Pro-Rata & Partial Refunds

• No pro-rata refunds after the Money-Back window expires.
• Plan upgrades/downgrades may generate pro-rated service adjustments but do not entitle you to a refund unless expressly stated.
• Overpayments may be credited to your account balance.

7. Chargebacks & Payment Disputes

If you are dissatisfied, please contact us first via a Billing Ticket. Filing a chargeback without giving us a reasonable chance to resolve the issue may result in service suspension and additional administrative handling. We reserve the right to dispute and reverse chargebacks with the payment processor and to recover associated fees.

8. Cancellations, Renewals & Auto-Billing

• Services renew automatically unless canceled before the next due date in the Client Portal.
• Renewal charges are non-refundable once billed.
• If you cancel after the due date or after the Money-Back window, the last payment is not refundable.

9. Service Credits vs. Refunds

Any service credits (e.g., SLA credits) are not legal tender, have no cash value, and cannot be exchanged for a refund. Credits apply to future invoices only, unless we specify otherwise in writing.

10. Fraud, Abuse & Policy Violations

No refunds are granted for accounts or services suspended or terminated due to TOS/AUP violations or unlawful activity. To prevent abuse, we may decline requests we reasonably determine to be fraudulent or made in bad faith.

11. Consumer Rights Notice (Where Applicable)

If you are a consumer in the EEA, statutory rights (e.g., right of withdrawal) may apply. However, for digital services that begin immediately upon your request and where you acknowledge performance has started, the statutory withdrawal right may not apply. This Policy does not limit any non-waivable legal rights you may have under applicable law.

12. Changes to this Policy

We may update this Policy periodically. Continued use of the services following the effective date of changes constitutes acceptance of the updated Policy.

13. Contact

For billing and refund queries, contact: billing@altushost.com. For general inquiries: info@altushost.com.