Refund Policy

This Refund Policy (“Policy”) supplements our master Terms of Service and governs the conditions under which fees paid to QeinTech may be returned, credited, or otherwise reimbursed.

We design our products to be production-ready within minutes of deployment, and our billing model reflects the resource costs we incur from the moment a service is provisioned. Refunds are therefore scoped narrowly to genuine dissatisfaction within tight eligibility windows, uptime breaches, and double-billing errors.

Where local consumer protection law grants you a broader statutory right to withdraw, that right prevails over this Policy. Nothing in this document is intended to override mandatory consumer rights in your jurisdiction.

Refund eligibility is time-bound and tier-specific. The default windows are:

• Cloud VPS (hourly billing): pro-rated refund of unused hours when cancelled within the first 24 hours of a new subscription.
• Cloud VPS (monthly billing): full refund of the first invoice if cancelled within 24 hours of initial provisioning; no refund thereafter.
• Game server hosting (Minecraft, FiveM, etc.): 24-hour satisfaction window from initial deployment on new accounts only.
• Dedicated servers & bare metal: 7-day refund window on initial orders, contingent on hardware not yet being racked or commissioned.
• Annual plans: pro-rated refund of unused full months, minus a 15% early-termination fee, available within the first 30 days.
• Add-ons (IPs, backups, snapshots): pro-rated refund of unused days when cancelled within 7 days of purchase.

Eligibility windows are measured from the timestamp the service first became reachable on the network, not from the order placement time.

The following categories of fees are non-refundable under all circumstances, except where required by mandatory law:

• Setup & provisioning fees: one-time installation, OS imaging, and migration labour.
• Domain registrations & transfers: registrar fees are passed through to the registry and cannot be recovered once submitted.
• SSL certificates: once issued and validated by the certificate authority, the issuance fee is consumed.
• Custom engineering & consulting: any work performed under a professional services or migration SOW.
• Licensed software & marketplace images: Windows licenses, cPanel licenses, and third-party ISV products pass-through fees.
• Bandwidth overages: committed and burst metered traffic beyond plan allocation.
• Trial-to-paid conversion charges: the first paid invoice following a free trial.
• Resold services: third-party add-ons sourced from our marketplace partners.

Promotional credits, discounts, and vouchers are designed for customer onboarding. The following rules apply:

• Promotional codes and discounts may not be duplicated or reset by creating multiple accounts.
• Promotional balances are applied automatically toward active service invoices and cannot be redeemed for cash.
• Referral credits, promo codes, and sign-up bonuses are non-transferable and non-refundable.
• Accounts found exploiting promotional systems or engaging in abuse forfeit all promotional credits immediately.

Service credits are our remedy for uptime breaches — they are not cash refunds. Credits apply to the affected service only, are non-transferable, and may not be exchanged for cash. The credit schedule is:

• 99.0% – 99.89% monthly uptime: 10% credit of the affected service's monthly fee.
• 95.0% – 98.99% monthly uptime: 25% credit of the affected service's monthly fee.
• < 95.0% monthly uptime: 50% credit of the affected service's monthly fee.

To claim a credit, open a ticket within 14 days of the incident and include the service ID, timestamps, and any third-party uptime evidence (e.g., UptimeRobot, Better Stack). Credits are applied automatically to the next invoice after approval.

Cumulative credits in any calendar month are capped at 100% of the affected service's monthly fee.

Refunds are a privilege reserved for customers who use the platform within the rules. Any violation of our Acceptable Use Policy or master Terms forfeits all refund and credit rights, regardless of the customer's spend or tenure.

Specifically, the following activities void refund eligibility in full:

• Cryptocurrency mining on shared or dedicated resources without explicit written permission.
• Distribution of malware, phishing kits, or any content that violates applicable law.
• Sustained DDoS source activity or outbound attacks originating from your services.
• Resource abuse warnings that remain uncorrected for more than 72 hours.
• Bulk spam, open relay operation, or fraudulent transactional email campaigns.
• Repeated violations across multiple accounts belonging to the same operator.

Where abuse is detected, fees already paid may be retained to offset remediation costs, and any pending refunds will be voided.

Initiating a chargeback with your payment provider before contacting us is treated as a breach of this Policy and your master Terms. Chargebacks are expensive to dispute and frequently mask legitimate billings — we reserve the right to take the following actions in response:

• Service suspension: the affected service and any associated accounts are suspended immediately upon chargeback notification and remain suspended pending resolution.
• Dispute fee: a USD $25.00 administrative fee is charged to the account for each chargeback that is decided in our favour.
• Account-level block: persistent or fraudulent chargebacks result in permanent account termination and inclusion on our internal blocklist.
• Evidence package: we will provide the payment processor with the agreement you accepted, usage logs, and all communication history to demonstrate the charge was valid.
• Debt collection: unpaid chargebacks plus fees may be referred to a third-party collection agency or pursued legally.

If you believe a charge is incorrect, please contact billing@qeintech.com first — almost all disputes are resolved within 24 hours.

To request a refund, follow the procedure below. Requests submitted through other channels (Twitter, Discord, etc.) cannot be processed.

• Sign in to the QeinTech dashboard and navigate to Billing → Invoices → Request Refund for the relevant invoice.
• Alternatively, email billing@qeintech.com from the address on file, including the invoice number, service ID, and a brief reason.
• Provide any supporting evidence (screenshots of issues, support ticket references, uptime reports).
• Our billing team responds within 2 business days with either an approval, a request for further information, or a formal denial with reasoning.
• Approved refunds are processed within 5 business days; disbursement time depends on the payment method.

Refunds are issued to the original payment method only. We cannot refund to a different card, bank account, or third-party wallet.

Refunds are returned through the same payment instrument used for the original charge. The disbursement windows per method are:

• Credit / debit card (via Stripe): 5–10 business days depending on the card issuer.
• PayPal balance: instant to 24 hours.
• PayPal funded from card / bank: 3–7 business days.
• Bank transfer / wire: 5–14 business days depending on correspondent banks.
• Crypto (USDC, USDT): 1–3 blockchain confirmations, typically under 30 minutes.
• Account credit: applied immediately and visible in the dashboard balance.

Refunds are calculated on the net amount charged after processor fees and applicable taxes. Specifically:

• Sales tax / VAT / GST: refunded in full where the original tax was charged and remitted to the tax authority.
• Currency conversion: refunds are returned in the original transaction currency. If your bank converts on receipt, the final amount may differ due to FX rate fluctuations outside our control.
• Processing fees: card and wire processor fees (typically 2.9% + $0.30 for cards) are non-refundable except in cases of double-billing or billing errors caused by us.
• Promo discounts: refunded proportionally to the discount applied on the original invoice.
• Tax reclaims: if you reclaim input VAT on the original invoice, you must also reverse the reclaim when receiving a refund.

If you disagree with a refund decision, you may escalate through the following channels in order. Each step is a prerequisite to the next:

• Step 1: reply to the original refund decision email with additional context or evidence within 14 days.
• Step 2: request a review by our billing manager by emailing billing-appeals@qeintech.com with the original ticket reference.
• Step 3: request mediation through the American Arbitration Association (AAA) under the small-claims track if the dispute remains unresolved.
• Step 4: lodge a complaint with your local consumer protection authority (for EU/UK residents: your national ADR body).

Throughout the escalation process, please refrain from initiating a chargeback. Doing so forfeits the right to internal escalation.

We may revise this Refund Policy from time to time. Material changes (such as shortening the eligibility window or removing a credit tier) will be announced at least thirty (30) days in advance via email and an in-dashboard banner. Non-material changes (clarifications, typographical fixes) take effect immediately upon posting.

The version of this Policy in force at the time your refund request is submitted governs that request — even if the request is processed after a subsequent revision takes effect.

Questions about this Policy can be sent to billing@qeintech.com or by post to: Qein Technologies, Inc. — Billing Department, Jaipur, Rajasthan, India.