Refund Policy

Policy Version: 2.1 | Effective Date: January 24, 2026

PREAMBLE AND POLICY FOUNDATION

Section 1.01 Incorporation and Authority.

This Refund and Cancellation Policy (hereinafter the "Policy") is an integral, binding part of the Yhost Universal Master Services Agreement ("MSA"). By purchasing, renewing, or using any products or services offered by Apefo Ltd trading as Yhost ("Provider", "we", "us"), Customer ("you") acknowledges that they have read, understood, and agree to be bound by the specific terms, limitations, and exclusions set forth in this Policy. In the event of any conflict between this Policy and the MSA regarding refunds, the terms of this Policy shall control.

Section 1.02 Fundamental Distinction in Service Types.

To understand this Policy, Customer must recognize the fundamental operational distinction between the types of Services offered by Provider:

1. Managed Shared Environments (Refundable under conditions): Services such as Shared Web Hosting where resources are virtually partitioned on existing infrastructure. Provisioning costs are low, and resources can be readily reclaimed and resold.
2. Provisioned Infrastructure (Non-Refundable): Services such as Cloud VPS and Dedicated Servers where Provider incurs immediate, significant, and often non-recoverable costs from upstream data center operators, hardware vendors, and IP registrars the moment an order is placed. These services involve dedicated resource allocation that cannot be easily reversed without financial loss to Provider.

ARTICLE II. THE 30-DAY MONEY-BACK GUARANTEE (LIMITED ELIGIBILITY)

Section 2.01 Scope of the Guarantee.

Provider offers a limited Thirty (30) Day Money-Back Guarantee strictly for new Customers purchasing eligible Managed Shared Environment services for the first time. This guarantee is intended solely to allow new users to evaluate the performance of Provider's managed hosting platform without immediate financial risk.

Section 2.02 Eligible Services.

Only the following specific Service plans are eligible for consideration under this guarantee:

• Shared Web Hosting Plans;
• Managed WordPress Hosting Plans; and
• Solutions & Apps Hosting Plans.

Section 2.03 Strict Conditions for Guarantee Eligibility.

To qualify for a refund under this Section, ALL of the following conditions must be met without exception:

1. New Customer Status: The Customer must be a first-time purchaser. Existing Customers creating new accounts or purchasing additional services are ineligible.
2. Timeframe (Annual Plans): For Services with billing terms of 12 months or longer, the refund request must be submitted within 30 calendar days (720 hours) of the original transaction date.
3. Timeframe (Monthly Plans): For Services with billing terms shorter than 12 months, the refund request must be submitted within 48 hours of the original transaction date.
4. No Policy Violations: The account must not have violated the Acceptable Use Policy (AUP).
5. Formal Request: Customer must submit a cancellation request via the client portal AND open a billing support ticket explicitly requesting the refund under this guarantee.

ARTICLE III. NON-REFUNDABLE SERVICES AND FINAL SALES

Section 3.02 List of Non-Refundable Products and Services.

Notwithstanding anything to the contrary, no refunds will be issued for:

1. Cloud Virtual Private Servers (VPS): Due to the immediate, automated reservation of dedicated CPU cores, RAM, NVMe storage blocks, and public IP addresses.
2. Dedicated Servers: All payments for bare metal server leasing and data center rack space are final upon ordering.
3. Domain Names: Registrations, renewals, and transfers are executed instantaneously with third-party central registries and are irreversible.
4. SSL Certificates: Once a certificate has been issued by the Certificate Authority, it cannot be refunded.
5. Software Licenses: Any fees for proprietary software licenses (e.g., cPanel, Plesk, CloudLinux, WHMCS, Windows Server) are non-refundable.
6. Professional Services & Labor: Fees for website migrations, system administration, expert support assistance, or custom engineering are earned upon commencement of the work.
7. Setup Fees and Add-ons: Any non-recurring fees for setup, additional IP addresses, or backup storage.
8. Account Funds: Prepaid funds deposited into the Customer's account balance.

ARTICLE IV. CANCELLATION PROCEDURES AND LIMITATIONS

Section 4.01 Customer Cancellation Obligations.

Customer may cancel recurring Services at any time via the secure client area portal. To avoid automatic renewal charges, the cancellation request must be completed before the Service's next scheduled renewal date. It is Customer's sole responsibility to ensure cancellations are properly submitted.

Section 4.02 No Pro-Rata Refunds.

Except as expressly provided in the 30-Day Money-Back Guarantee for eligible services, Provider does not offer pro-rata refunds for mid-cycle cancellations. If Customer cancels a Service before the end of the pre-paid billing period, the Service will remain active until the term expires, and no portion of the pre-paid fees will be refunded.

Section 4.03 Forfeiture Due to Violations.

In the event that Customer's Service or Account is suspended, terminated, or blocked due to a violation of the MSA or AUP (including, but not limited to, spamming, illegal content, payment fraud, or abusive behavior), Customer immediately forfeits the right to any refund, including the 30-Day Money-Back Guarantee.

ARTICLE V. PAYMENT DISPUTES AND CHARGEBACKS

Section 5.01 Mandatory Dispute Resolution Process.

Customer agrees that before contacting their bank or payment provider to dispute a charge, they will first contact Provider's billing department via the official support ticket system to attempt to resolve the issue amicably.

Section 5.02 Hostile Chargebacks.

Customer acknowledges that initiating a "chargeback," payment reversal, or unauthorized transaction dispute with a credit card issuer or payment processor (e.g., PayPal, Stripe) regarding a valid charge levied under the MSA constitutes a material and hostile breach of contract. In the event of a chargeback initiation:

• The Customer's entire account will be immediately suspended without notice.
• All Services may be terminated and data deleted.
• Customer shall be liable for a non-refundable **Administrative Chargeback Fee of €50.00** per dispute, plus the original transaction amount.
• Provider reserves the right to report payment fraud and unpaid debts to appropriate credit reporting agencies and financial databases.