Refund Policy

This policy sets out what is refundable and what is not, how to ask, and how long it takes. It forms part of the Terms of Service and is read with them.

14 days on hosting

You may have a full refund of the hosting fee if you ask within 14 days of the subscription being activated, and we will not ask you to justify the decision.

• The window applies to a first subscription to a plan, monthly or yearly.
• It runs from the account activation date, not the payment date where the two differ.
• It does not apply to renewals. A renewal continues a service you have already tried, and we send two reminders beforehand at which you can stop.
• The refund covers the hosting fee alone, less any non-refundable item listed below.

If you cancel after the fourteen days, the service stops at the end of the term you paid for and the remainder is not refunded. The one exception is your rejection of a material change we make to the terms or the prices — in that case the unused portion of the term is refunded.

Domains are not refundable

A domain fee is not refunded once the domain is registered, not even inside the fourteen-day window.

The reason is not commercial policy: the domain is registered with an external registrar and paid to them at the moment of registration, and they do not refund it either. The domain also remains yours — if you cancel the hosting we will transfer it wherever you want, at no charge.

The same applies to the free domain included with a yearly plan: if you refund the hosting inside the window and keep the domain, its actual registration cost is deducted from the refunded amount. Alternatively you release the domain back to us and nothing is deducted.

Completed services are not refundable

No fee for work already carried out is refunded, because what it paid for was time spent, and time is not recoverable. This includes:

• Development and design at every stage, including the first instalment due at scope sign-off, which is non-refundable once work has started.
• Consulting, from the moment the session takes place or the report is delivered.
• Site migration, from the moment the migration completes.
• Initial setup, server provisioning and environment configuration.
• The $5 reactivation fee after a suspension, since it covers manual work that has already been done.
• Certificates, licences and third-party services purchased at your request.

If you cancel a project before work has started, the instalment is refunded in full. If you cancel mid-delivery, what has been completed is deducted and the balance returned; we send you a statement of what was done and hand over what belongs to it.

Never refundable

• A subscription terminated for breach of the Acceptable Use Policy or the Terms of Service.
• Amounts paid for a period that has actually been used.
• Differences arising from exchange rate movement between the payment date and the refund date — see the section below.

How to request one

1. Send your request to info@qasioun.cloud from the email address we hold for you, or through a support ticket if you have an account.
2. Give the domain name or invoice number, the activation date, and the reason. The reason is not required inside the fourteen-day window, but it helps us fix whatever made you cancel.
3. We reply within two business days, either accepting the request or setting out why it is declined. A refusal is always reasoned, and cites the clause it rests on.
4. On acceptance we confirm the receiving channel with you before transferring.

Processing time and method

The amount is transferred within 7 business days of the request being accepted.

It is refunded in Syrian pounds, at the same reference exchange rate it was paid at, not at the rate on the day of the refund. You therefore get back exactly what you paid, and carry no exchange loss arising in a period when the service was not in your hands.

Refunds are made through the same channel you paid by wherever possible. Where that is not possible we agree an alternative with you. Charges imposed by the transfer service on the transaction are borne by the party they are imposed on.

Once a refund completes the account is closed, and the data retention window set out in the Terms of Service runs before permanent deletion — so take a copy of your data before submitting the request.

Contact

For any question about this policy or an open request: info@qasioun.cloud