1. General Refund Philosophy

EXIMHOST LIMITED provides digital services (server resources, IP addresses, bandwidth, and licences) that are provisioned and consumed immediately upon activation. Because these are non-tangible goods that cannot be "returned", refunds are issued only under the specific conditions set out in this policy. By placing an order, you acknowledge and accept these terms.

2. VPS – 7-Day Money-Back Guarantee

2.1 Eligibility Criteria

A full refund is available on all standard monthly VPS plans within 7 calendar days of the service activation timestamp, subject to the following conditions:

• The request is submitted within 7 calendar days of the activation time recorded in the Client Area
• The plan was purchased at standard pricing (promotions or "non-refundable" plans are excluded)
• Your account is in good standing with no AUP violations
• You have not previously received a refund from EXIMHOST LIMITED

2.2 What Is Included in the Refund

• Full base VPS plan cost for the current billing period
• Unused backup add-on fees, pro-rated from the cancellation date

2.3 What Is Excluded from the Refund

• cPanel, Plesk, or DirectAdmin licences — non-refundable once activated (licence provider does not issue credits)
• Domain name registrations, transfers, or renewals — all domain transactions are final
• One-time setup or installation fees
• Additional IPv4 address assignments
• SSL certificate fees

2.4 How to Submit a Refund Request

1. Log into the Client Area at www.eximhost.com/clientarea
2. Navigate to Services → My Services
3. Select the relevant VPS and click Request Cancellation
4. Open a support ticket: Department: Billing — Subject: "Refund Request – Invoice #[XXXX]"
5. Our billing team will review and confirm within 48 business hours
6. Approved refunds are returned to the original Stripe payment method within 5–7 business days

3. Dedicated Servers – Limited Refund Window

3.1 24-Hour Cooling-Off Period

Dedicated server orders may be cancelled within 24 hours of activation for a partial refund calculated as follows:

• Full server cost, minus a £25 provisioning fee (covering OS deployment, hardware racking, network cabling, and IP assignment)
• Setup fees, licence fees, and IP address fees are excluded from the refund in all cases

3.2 After 24 Hours — No Refund Policy

No refund will be issued for dedicated server orders cancelled more than 24 hours after activation. You may submit a cancellation at any time to prevent future billing cycles; however, fees already charged for the current period are non-refundable.

This policy exists because dedicated servers are provisioned exclusively for each client. Once assigned, the hardware cannot be immediately reallocated to another customer without undergoing secure data sanitisation and hardware inspection, representing a direct cost to EXIMHOST LIMITED.

4. Permanently Non-Refundable Items

The following service categories are non-refundable under all circumstances, without exception:

• Domain name registrations, renewals, and transfer fees
• SSL/TLS certificates (Domain Validation, Organisation Validation, Extended Validation)
• Control panel licences: cPanel, Plesk, DirectAdmin
• Additional IPv4 address allocations
• DDoS mitigation / scrubbing add-ons once enabled
• One-time setup, installation, or configuration fees
• Late payment fees
• Chargeback dispute administrative fees

5. Circumstances Where Refunds Are Denied

5.1 Acceptable Use Policy Violation

No refund will be issued if your service was suspended or terminated as a result of any AUP violation, including but not limited to: spamming, hacking, phishing, DDoS attack origination, distribution of malware, or copyright infringement.

5.2 Refund Abuse

If a client has previously received a refund and subsequently registers a new account to purchase the same or substantially similar service, the new order will be cancelled and no refund will be issued. EXIMHOST LIMITED maintains the right to link accounts by payment method, email domain, or IP address.

5.3 Client-Caused Data Loss or Service Disruption

EXIMHOST LIMITED is not obligated to issue a refund where service disruption or data loss is directly attributable to the client's own actions, including:

• Accidental deletion of files or databases
• Firewall misconfiguration resulting in loss of server access
• Loss or compromise of root/administrator credentials
• Installation of incompatible or malicious software

5.4 Chargeback History

Any client who has previously initiated a chargeback or payment dispute against EXIMHOST LIMITED is permanently ineligible for refunds on future orders. Such clients may also be required to prepay or provide additional identity verification.

6. Pro-Rated Refunds for Annual Plans

Cancellations of VPS services after the 7-day money-back window do not normally qualify for pro-rated refunds. The following exception applies to annual billing plans only:

• Annual VPS plans cancelled after day 30 and before the end of the annual term may receive a pro-rated refund for full unused calendar months remaining
• A 20% administration fee is deducted from the pro-rated amount
• Partial months are not refunded
• This exception is void if the account has any AUP violations or outstanding balance

7. Refund Processing

Refund Method	Processing Time
Original Stripe payment (credit/debit card)	5–7 business days after approval
Original Stripe payment (bank debit / SEPA)	Up to 14 business days after approval

EXIMHOST LIMITED does not issue refunds by cash, cheque, bank wire, or to any payment method other than the original source. Account credits may be offered as an alternative at EXIMHOST LIMITED's discretion.

8. Chargebacks and Payment Disputes

We strongly urge all clients to resolve billing concerns directly before involving their bank or card issuer. Our billing team responds to all enquiries within 24 hours on business days.

Contact: [email protected] — available Monday to Friday, 09:00–18:00 GMT.

9. Refund Request Contact

Channel	Details
Email	[email protected]
Support Ticket	Client Area → Open Ticket → Department: Billing
Response Time	Within 24 hours on business days (Mon–Fri, 09:00–18:00 GMT)
Processing Time	Up to 48 hours for approval; 5–7 days for Stripe refund