Refund and Dispute Policy

1. Overview

Our goal is to provide a reliable web-hosting service with a 99% Service Level Agreement (SLA). We are committed to maintaining high standards of uptime, security, and customer support. This policy outlines when and how refunds may be issued and how disputes are resolved.

2. Refund Eligibility

• Uptime Guarantee: If our service uptime falls below 99% within a given month (excluding scheduled maintenance windows or force majeure events), you may request a pro-rated refund for that month.
• No Other Refunds: We do not offer refunds for any reason other than failing to meet the 99% uptime SLA.

3. How to Request a Refund

1. Notification: To initiate a refund request, contact our Customer Support team by email at support@yourcompany.com or through our support ticket system within 14 days of the month in which the downtime occurred.
2. Supporting Information: Please provide evidence of the downtime experienced (e.g., timestamps, error logs, screenshots).
3. Review Process: We will review your request within 5 business days and determine if the SLA threshold was indeed not met. If your request is approved, we will process the pro-rated refund to your original payment method within 7 business days following the approval.

4. Dispute Resolution

1. Contact Us First: If you have any concerns or disputes regarding billing or service quality, please contact our Customer Support team directly before filing a dispute or chargeback. We are committed to resolving issues promptly and amicably.
2. Payment Disputes: In the event you file a dispute (also known as a chargeback) through your payment processor (such as Stripe, PayPal, or a credit card issuer), we reserve the right to provide the appropriate documentation (including this policy, evidence of provided service, and system logs) to dispute the chargeback if we believe the chargeback is unwarranted.
3. Good Faith Resolution: We strive to work with all customers in good faith to settle any issues. If a resolution cannot be reached directly, we will follow the formal dispute process provided by Stripe or other applicable payment processors.

5. Limitations & Exceptions

• Scheduled Maintenance: Periodic downtime for maintenance, updates, or improvements will be announced in advance and is excluded from the uptime calculation.
• Force Majeure: We are not responsible for outages or downtime caused by circumstances beyond our control (e.g., natural disasters, major internet disruptions, or force majeure events).
• Third-Party Dependencies: We are not liable for downtime or service failures related to third-party providers or integrations that are outside of our direct control.

6. Changes to This Policy

We reserve the right to update or modify this policy at any time to ensure compliance with legal requirements or to improve our service. Any changes will be posted on our website with the effective date clearly indicated.

7. Contact Information

If you have any questions or concerns regarding this policy or your service, please reach out to us at:

• Email: support@yourcompany.com
• Phone: [Your phone number]
• Mailing Address: [Your physical address]

Last Updated: [Date]