Refund Policy

Last Updated: January 15, 2026

1. Overview

At Azion Cloud, we strive to provide exceptional hosting services and customer satisfaction. This Refund Policy outlines the terms and conditions under which refunds may be issued for our services.

We encourage you to carefully review our service offerings and features before making a purchase. If you have any questions about our services, please contact our support team before purchasing.

2. Money-Back Guarantee

2.1 72-Hour Satisfaction Guarantee

We offer a 72-hour money-back guarantee for first-time customers on eligible services. If you are not satisfied with our services within the first 72 hours of your initial purchase, you may request a full refund.

2.2 Eligibility Requirements

To be eligible for the 72-hour money-back guarantee, the following conditions must be met:

  • This is your first purchase with Azion Cloud
  • The refund request is made within 72 hours of the initial purchase
  • You have not violated our Terms of Service or Acceptable Use Policy
  • The service has not been suspended or terminated for policy violations
  • You provide a valid reason for the refund request

2.3 Services Covered

The 72-hour money-back guarantee applies to the following services:

  • Minecraft Hosting (all plans)
  • Discord Bot Hosting (all plans)
  • VPS Hosting (standard plans)

3. Non-Refundable Services and Items

The following services, fees, and circumstances are NOT eligible for refunds:

3.1 Service Renewals

Refunds are not provided for service renewals. The 72-hour guarantee applies only to initial purchases, not recurring billing or renewal charges.

3.2 Add-Ons and Upgrades

  • Additional RAM, CPU, or storage upgrades
  • Additional IP addresses
  • Premium support packages
  • Domain name registrations
  • SSL certificates
  • DDoS protection upgrades

3.3 Custom Services

Custom configuration services, setup fees, migration services, and one-time consulting services are non-refundable.

3.4 Promotional and Discounted Services

Services purchased using promotional codes, special discounts, or during sale periods may be subject to different refund terms as specified at the time of purchase.

3.5 Services Used Beyond 72 Hours

Services that have been active for more than 72 hours are not eligible for refunds under the money-back guarantee.

3.6 Policy Violations

No refunds will be issued if your service was suspended or terminated due to violations of our Terms of Service, Acceptable Use Policy, or any illegal activities.

4. Refund Request Process

4.1 How to Request a Refund

To request a refund within the eligible timeframe, please follow these steps:

  1. Open a support ticket through our billing portal
  2. Clearly state that you are requesting a refund
  3. Provide your order number or invoice ID
  4. Include a brief explanation of why you are requesting a refund
  5. Confirm your payment method for refund processing

Alternatively, you can contact our support team via Discord to initiate the refund process.

4.2 Required Information

When requesting a refund, please provide:

  • Account email address
  • Order/Invoice number
  • Service name and type
  • Reason for refund request
  • Original payment method details

5. Refund Processing

5.1 Review Period

Our team will review your refund request within 24-48 business hours. You will receive a confirmation email once your request has been received and when a decision has been made.

5.2 Approval and Processing Time

If your refund request is approved:

  • Refunds are processed within 5-7 business days of approval
  • The refund will be issued to your original payment method
  • Depending on your financial institution, it may take an additional 3-10 business days for the funds to appear in your account
  • You will receive a confirmation email once the refund has been processed

5.3 Partial Refunds

In certain cases, we may offer a partial refund or service credit at our discretion. This may occur when:

  • You have experienced significant service downtime beyond our SLA
  • Technical issues have prevented you from using the service for an extended period
  • You wish to downgrade your service mid-billing cycle

6. Service Credits

6.1 Alternative to Refunds

In some situations, we may offer service credits instead of monetary refunds. Service credits can be applied to:

  • Future service renewals
  • Service upgrades
  • Additional services or add-ons

6.2 Credit Terms

Service credits:

  • Have no cash value and cannot be exchanged for money
  • Expire 12 months from the date of issuance
  • Are non-transferable to other accounts
  • Cannot be combined with certain promotional offers

7. SLA-Related Refunds

7.1 Uptime Guarantee

We guarantee 99.9% uptime for our services. If we fail to meet this guarantee in a given billing month (excluding scheduled maintenance), you may be eligible for a service credit.

7.2 Calculating SLA Credits

SLA credits are calculated as follows:

  • 99.0% - 99.8% uptime: 10% service credit
  • 95.0% - 98.9% uptime: 25% service credit
  • Below 95.0% uptime: 50% service credit

7.3 SLA Credit Claims

To claim an SLA credit:

  • Submit a claim within 7 days of the end of the affected billing period
  • Provide specific dates and times of service unavailability
  • Claims must be submitted through our support ticket system

Note: SLA credits do not apply to downtime caused by DDoS attacks, client-side issues, or scheduled maintenance.

8. Chargebacks

8.1 Dispute Resolution First

We ask that you contact our support team to resolve any billing disputes before filing a chargeback with your payment provider. Chargebacks can take weeks to resolve and may result in additional fees.

8.2 Chargeback Consequences

If you file a chargeback without first attempting to resolve the issue with us:

  • Your services will be immediately suspended
  • Your account may be permanently terminated
  • You may be liable for chargeback fees and dispute costs
  • You may be prohibited from purchasing future services

8.3 Fraudulent Chargebacks

Fraudulent chargebacks (claiming non-receipt of service when service was provided) will result in immediate account termination and may be reported to relevant authorities.

9. Cancellations

9.1 How to Cancel

You may cancel your services at any time through our billing portal. Cancellations do not automatically qualify for refunds unless within the 72-hour guarantee period.

9.2 Cancellation Effects

  • Cancelled services remain active until the end of the current billing period
  • No refunds are provided for the remaining time in the billing period (except within 72-hour guarantee)
  • Data will be retained for 7 days after service expiration, then permanently deleted
  • Automatic renewal will be disabled upon cancellation

10. Force Majeure

Azion Cloud is not liable for refunds or service credits for service interruptions caused by circumstances beyond our reasonable control, including:

  • Natural disasters
  • Acts of war or terrorism
  • Government actions or regulations
  • Internet backbone or infrastructure failures
  • Cyber attacks targeting internet infrastructure
  • Pandemic or public health emergencies

11. Changes to Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. Continued use of our services after changes constitutes acceptance of the modified policy.

Material changes to this policy will be communicated to existing customers via:

  • Email notification
  • Service dashboard announcement
  • Discord server announcement

12. Exceptions and Discretionary Refunds

While we have outlined our standard refund policy, we understand that exceptional circumstances may arise. We reserve the right to issue refunds or credits outside of this policy on a case-by-case basis at our sole discretion.

Examples of exceptional circumstances may include:

  • Extended service outages affecting multiple customers
  • Critical technical issues preventing service use
  • Billing errors or duplicate charges
  • Service discontinuation by Azion Cloud

13. Contact Information

If you have questions about our Refund Policy or need to request a refund, please contact us:

14. Acknowledgment

By purchasing services from Azion Cloud, you acknowledge that you have read, understood, and agree to this Refund Policy. This policy should be read in conjunction with our Terms of Service and Privacy Policy.

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