Refund Policy

REFUND POLICY

A Clear & Simple
Refund Process

Our Refund Policy explains when a VPS order may qualify for a refund, which situations are excluded, and how to submit a refund request. We aim to keep every request clear, fair, and transparent.

72 Hours Initial Refund Window
1 Request Per Customer / Service
Clear Review Case-by-Case Processing

Before Requesting a Refund

Please review the conditions below before submitting a request. Refund eligibility depends on the service type, order status, reason for the request, and whether the service has already been materially used.

01
ELIGIBILITY

When Can You Request a Refund?

A refund request may be considered when all applicable conditions below are satisfied:

Initial Order

The request concerns an eligible first-time VPS order.

72-Hour Window

The request is submitted within 72 hours after service delivery or completion.

Valid Reason

The request includes a clear and genuine reason for review.

Account in Good Standing

There is no confirmed abuse, fraud, prohibited activity, or material violation of our Terms of Service.

02
COVERED CASES

Situations We May Review

Service Delivery Issue

If the purchased VPS cannot be delivered due to an issue on our side, the order may be reviewed for a refund.

Significant Service Issue

If a substantial service problem prevents reasonable use and cannot be resolved within a reasonable period, a refund request may be reviewed.

Other Exceptional Cases

Requests outside the standard conditions may be considered individually based on the circumstances and available service records.

03
EXCLUSIONS

When Refunds Are Not Available

Refunds are generally not available in the following situations:

  • Renewals or recurring service periods
  • Service upgrades, plan changes, or additional resources
  • Requests submitted after the applicable refund window
  • Services materially used before the refund request
  • Customer-side configuration, software, or application issues
  • Loss of data caused by customer configuration or lack of backups
  • Suspension resulting from Terms of Service or AUP violations
  • Fraudulent, abusive, or unauthorized activity
  • Third-party services or external network conditions
  • Requests based solely on temporary maintenance or scheduled downtime
04
SERVICE CREDITS

Refund or Service Resolution

Depending on the circumstances, SoranoHost Shop may first attempt to resolve a service issue through technical assistance, configuration support, replacement, or another reasonable service solution.

Where a refund is approved, the applicable refund amount will be determined based on the affected service and the circumstances of the request.

05
STEP-BY-STEP

How to Request a Refund

01

Review the Policy

Confirm that your order appears to meet the applicable refund conditions and timeframe.

02

Contact Support

Submit a refund request through our support channel and clearly state that you are requesting a refund.

03

Provide Order Details

Include your order number, account email, VPS plan, purchase date, and a short explanation of the reason for your request.

04

Verification & Review

Our team reviews the order, service status, payment record, usage information, and applicable policy conditions.

05

Decision

You will receive confirmation of whether the request is approved, declined, or requires additional information.

06

Refund Processing

If approved, the refund will be submitted through the applicable payment method or payment provider.

06
REVIEW

Verification & Order Review

To protect customers and prevent unauthorized transactions, SoranoHost Shop may request reasonable information needed to verify the order or refund request.

Order Details
Service Status
Account Security
Transaction Record
07
PROCESSING TIME

When Will You Receive the Refund?

After a refund is approved, SoranoHost Shop will initiate the applicable refund without unnecessary delay. The time required for funds to appear in your account may depend on the payment provider, payment method, banking network, weekends, holidays, and other processing conditions.

Processing starts after approval Your payment provider may require additional processing time before the refunded amount becomes available.
08
PAYMENT METHOD

Refunds to the Original Payment Method

Where technically and operationally available, approved refunds are normally returned through the original payment method used for the transaction.

We may not be able to redirect an approved refund to an unrelated third-party payment account. Additional verification may be required where transaction ownership or authorization needs to be confirmed.

NEED HELP WITH A REFUND?

Contact SoranoHost Support

If you are unsure whether your order qualifies, contact our support team before submitting a payment dispute so we can review the service and help resolve the issue directly.

Contact Support