Refund Policy

1. Introduction

At RELYWEB TECHNOLOGIES PRIVATE LIMITED ("we," "us," or "our"), we strive to provide exceptional service and value to our customers. However, we understand that there may be instances where you need to request a refund. This Refund Policy outlines the conditions under which refunds are processed, your rights as a consumer or business customer, and the circumstances in which refunds are available, in accordance with applicable Indian laws for Indian customers and international laws for customers outside India.

In this Refund Policy:

• "You" and "your" refer to the individual or entity purchasing and using our services.
• "Consumer" refers to individuals purchasing services for personal, non-business-related use.
• "Business Customer" refers to individuals or entities purchasing services for business purposes.

2. Consumer Rights (Indian Customers)

2.1 Statutory Rights

As a consumer residing in India, you are protected under the Consumer Protection Act, 2019. This Act provides various rights to consumers, including the right to information, the right to seek redressal against unfair trade practices, and the right to a refund in certain circumstances.

2.2 Refund Eligibility

We offer refunds to consumers under the following conditions:

• Hosting Services (Shared, VPS, Cloud, Reseller Hosting):
  • Refund Period: Within 30 days from the date of purchase.
• Domain Name Registrations and Renewals:
  • Non-refundable: Due to the nature of domain registration and renewal services, no refunds will be provided once the registration or renewal has been processed.
• SSL Certificates, Software Licenses, and Third-Party Services:
  • Refund Period: Within 7 days from the date of purchase, provided the service has not been activated or used.
• Dedicated Servers and Custom Solutions:
  • Non-refundable: These services are custom-configured to your specifications; therefore, they are non-refundable once the order is processed.

2.3 Exceptions

• Immediate Service Provision:

  By purchasing services that are provided immediately upon payment, you agree to waive your right to a refund once the service has been activated.

• Violation of Terms of Service:

  Refunds will not be granted if your account is terminated due to a violation of our Terms of Service or Acceptable Use Policy.

3. Consumer Rights (International Customers)

3.1 Statutory Rights

International consumers may have certain rights under their local consumer protection laws. We aim to respect these rights to the extent required by applicable law.

3.2 Refund Eligibility

• Hosting Services (Shared, VPS, Cloud, Reseller Hosting):
  • Refund Period: Within 30 days from the date of purchase.
• Domain Name Registrations and Renewals:
  • Non-refundable: Due to the nature of domain registration and renewal services, no refunds will be provided once the registration or renewal has been processed.
• SSL Certificates, Software Licenses, and Third-Party Services:
  • Refund Period: Within 7 days from the date of purchase, provided the service has not been activated or used.
• Dedicated Servers and Custom Solutions:
  • Non-refundable: These services are custom-configured to your specifications; therefore, they are non-refundable once the order is processed.

3.3 Local Laws

• European Union Customers:

  If you are a consumer residing in the European Union, you may have the right to withdraw from your purchase within 14 days under the EU Consumer Rights Directive. However, this right may not apply if you have agreed to immediate service provision and acknowledged that you waive your right to withdraw.

4. Business Customers

4.1 No Statutory Right to Withdraw

If you are purchasing our services for business purposes, statutory consumer protection rights may not apply. All sales for business customers are final, except where stated otherwise in specific service agreements or at our discretion.

4.2 Refund Eligibility

• Hosting Services (Shared, VPS, Cloud, Reseller Hosting):
  • Refund Period: Within 15 days from the date of purchase.
• Domain Name Registrations and Renewals:
  • Non-refundable: Once processed.
• SSL Certificates, Software Licenses, and Third-Party Services:
  • Non-refundable: Once the license or service has been activated.
• Dedicated Servers and Custom Solutions:
  • Non-refundable: Once the order is processed.

5. General Refund Conditions

5.1 Eligibility Criteria

To be eligible for a refund, the following conditions must be met:

• The refund request must be made within the specified refund period.
• The service must not have been used in violation of our Terms of Service or Acceptable Use Policy.
• Refunds are only applicable to the first order placed for a service. Renewals and subsequent orders are not eligible for refunds.

5.2 Non-Refundable Services

• Domain Names: Registrations, renewals, and transfers are non-refundable once processed.
• Dedicated Servers: Non-refundable due to custom configuration.
• Software Licenses and SSL Certificates: Non-refundable once activated.

5.3 Partial Refunds

If you have used a portion of the service or if there are any setup fees or administrative charges, these amounts may be deducted from the refund.

5.4 Promotional Offers

Services purchased at a discounted rate or as part of a promotional offer may not be eligible for a refund or may be refunded at the discounted price.

6. Process for Initiating a Refund

6.1 How to Request a Refund

To initiate a refund request, please follow these steps:

• Contact Us: Send an email to our billing department at [email protected] or submit a ticket through your client portal.
• Include Necessary Information: Provide your order number, the service for which you are requesting a refund, and the reason for the request.
• Timeframe: Ensure that the refund request is made within the applicable refund period.

6.2 Review Process

• We will review your request and respond within 7 business days.
• Additional information may be requested to process your refund.

6.3 Service Termination

Once a refund is processed, access to the associated service will be terminated immediately. You will no longer have access to any data or features associated with that service.

7. Chargebacks and Disputes

7.1 Handling Chargebacks

Initiating a chargeback or dispute without first contacting us may result in the suspension or termination of your account. If you believe a charge has been made in error, please contact our billing department to resolve the issue amicably.

7.2 Fraud Prevention

Any fraudulent activities, including unauthorized use of payment methods, will result in immediate account termination and may be reported to the relevant authorities.

8. Protection Against Repeated Refund Requests

To prevent abuse of our refund policy, we reserve the right to refuse future purchases and/or refunds if we detect patterns of misuse, such as repeatedly purchasing and requesting refunds for the same service.

9. Exceptions and Special Cases

9.1 Exceptional Circumstances

In rare cases, and at our sole discretion, we may consider refund requests outside the stated refund period due to exceptional circumstances, such as:

• Severe technical issues on our part that prevented the use of the service.
• Medical emergencies or other serious personal matters.

9.2 Documentation

We may require supporting documentation to consider such exceptions.

10. Refund Processing Time

10.1 Refund Method

• Refunds will be credited back to the original payment method used at the time of purchase.
• Processing times may vary depending on your payment provider but typically take 7-14 business days.

10.2 Alternate Arrangements

If the original payment method is no longer available, we may offer an alternative refund method at our discretion.

11. Your Rights

This Refund Policy is designed to respect your rights under the Consumer Protection Act, 2019 (India), and any other applicable local consumer protection laws. Nothing in this policy is intended to limit or affect your statutory rights.

12. Contact Information

For any questions or concerns regarding our Refund Policy or to initiate a refund request, please contact us at:

RELYWEB TECHNOLOGIES PRIVATE LIMITED
501, 5th Floor, Shapath 1
S.G. Highway, Bodakdev
Ahmedabad - 380054
Gujarat, India
Email: [email protected]