Refund Policy

Refund Policy

Last Updated: February 2026

1. Money-Back Guarantee

1.1 30-Day Money-Back Guarantee

We stand behind the quality of our services. If you're not completely satisfied with your shared hosting plan, you can request a full refund within the first 30 days of your initial purchase.

1.2 Eligibility Requirements

To qualify for our 30-day money-back guarantee:

  • Must be a first-time customer with FluxIT Service
  • Applies only to the initial shared hosting plan purchase
  • Account must be in good standing with no policy violations
  • Refund request must be submitted within 30 days of the original order date
  • Cannot have previously received a refund from FluxIT Service

2. Services Covered by Refund Policy

2.1 Refundable Services

The following services are eligible for refund within 30 days:

  • Shared Hosting Plans: All shared web hosting packages
  • Business Hosting: Business-class shared hosting plans
  • Reseller Hosting: Reseller hosting packages (conditions apply)

2.2 Non-Refundable Services

The following items are non-refundable under all circumstances:

  • Domain Names: Domain registration, transfer, or renewal fees
  • VPS Hosting: Virtual Private Server plans
  • Dedicated Servers: Dedicated server hosting
  • SSL Certificates: SSL/TLS certificates purchased separately
  • Setup Fees: One-time setup or migration fees
  • Add-on Services: Backup services, security add-ons, premium support
  • Third-Party Software: Licenses for cPanel, Plesk, WHMCS, etc.
  • Administration Services: Server management, migration assistance
  • Custom Development: Custom coding, design work, or consulting
  • Promotional Items: Free domains included with hosting plans

3. Refund Process

3.1 How to Request a Refund

To request a refund, follow these steps:

  1. Log in to your client portal at https://gazduire.fluxit.ro

  2. Open a support ticket under "Billing" department

  3. Select "Refund Request" as the subject

  4. Provide the following information:

    • Order number or invoice number
    • Service/package name
    • Brief reason for refund request (optional but appreciated)

  5. Submit the ticket

Alternatively, you can email us at billing@fluxit.ro with your refund request.

3.2 Refund Processing Time

  • Review Period: Refund requests are reviewed within 2-3 business days
  • Processing Time: Once approved, refunds are processed within 5-7 business days
  • Bank Processing: Additional 3-5 business days for funds to appear in your account (depending on your bank/payment provider)

3.3 Refund Method

Refunds are issued using the original payment method:

  • Credit/Debit Card: Refunded to the original card
  • PayPal: Refunded to your PayPal account
  • Bank Transfer: Refunded via bank transfer (may incur processing fees)
  • Netopia: Refunded through Netopia payment system

Note: We cannot issue refunds via alternative payment methods. If the original payment method is no longer available, please contact our billing department for assistance.

4. Partial Refunds

4.1 Pro-Rated Refunds

After the initial 30-day period, refunds are calculated on a pro-rata basis for the following situations:

  • Service Downtime: If we fail to meet our SLA uptime guarantee, you may receive service credits (see our SLA for details)
  • Extended Outages: In case of prolonged service unavailability beyond SLA terms
  • Service Cancellation: Early termination of annual plans (management discretion)

4.2 Calculation Method

Pro-rated refunds are calculated as:

Refund Amount = (Total Paid / Billing Period in Days) × Unused Days

Example: Annual plan paid €120 for 365 days, cancelled after 100 days:

Refund = (€120 / 365) × 265 = €87.12

Setup fees, domain fees, and add-on services are deducted from the refund amount.

5. Account Closure and Data Retention

5.1 Service Termination

Upon processing a refund:

  • Your hosting account will be immediately terminated
  • All websites, databases, and email accounts will be deactivated
  • Access to the control panel will be revoked

5.2 Data Backup Responsibility

Important: Before requesting a refund, ensure you have downloaded all necessary data including:

  • Website files and databases
  • Email messages and contacts
  • Configuration files
  • Any other important data

We are not responsible for data loss after account termination. Data cannot be recovered once the account is closed.

5.3 Data Deletion Timeline

  • Immediate: Active services and access are terminated
  • 7 Days: Account data is deleted from active servers
  • 30 Days: All backups are permanently deleted

6. Special Circumstances

6.1 Downgrade Instead of Refund

If your current plan doesn't meet your needs, consider downgrading to a lower-tier plan instead of requesting a refund. This allows you to:

  • Keep your existing setup and data
  • Retain your account history and settings
  • Receive a prorated credit for the difference

6.2 Service Credits

As an alternative to refunds, we may offer service credits for future use. Service credits:

  • Never expire
  • Can be used for any FluxIT service
  • May be transferable between services on the same account
  • Cannot be exchanged for cash

6.3 Exceptional Circumstances

We understand that unique situations may arise. If you believe you deserve a refund outside the standard policy terms, please contact our management team. Each case will be reviewed individually, and we'll do our best to find a fair solution.

7. Chargebacks and Disputes

7.1 Chargeback Policy

Filing a chargeback instead of contacting us directly may result in:

  • Immediate account suspension
  • Permanent ban from FluxIT services
  • Reporting to fraud prevention databases
  • Legal action to recover costs and damages

We encourage you to contact us first to resolve any billing disputes. We're committed to finding fair solutions and have successfully resolved 99% of disputes without chargebacks.

7.2 Disputed Charges

If you notice an incorrect charge on your account:

  1. Contact our billing department immediately
  2. Provide transaction details and explanation
  3. We will investigate within 2 business days
  4. Billing errors will be corrected promptly

8. Abuse and Fraud

8.1 Refund Abuse

Repeated refund requests or patterns suggesting abuse of our refund policy will result in:

  • Denial of refund request
  • Account termination without refund
  • Ban from future services

8.2 Fraudulent Activity

Accounts found to be involved in fraudulent activity, including stolen credit cards, fake identities, or payment fraud, will be:

  • Immediately terminated without refund
  • Reported to law enforcement
  • Reported to fraud prevention agencies

9. Subscription Services

9.1 Recurring Billing

For subscription-based services:

  • Monthly plans can be cancelled anytime (no refund for partial month)
  • Annual plans may be eligible for pro-rated refunds (subject to review)
  • Cancellation takes effect at the end of the current billing period

9.2 Auto-Renewal Refunds

If your service auto-renewed and you wish to cancel:

  • Refunds are available within 7 days of renewal charge
  • Account must not have been actively used since renewal
  • Does not apply if you were notified of upcoming renewal

10. EU Consumer Rights

10.1 Right of Withdrawal (EU Customers)

In accordance with EU Consumer Rights Directive 2011/83/EU, European Union customers have a 14-day right of withdrawal for online purchases.

10.2 Exceptions for Digital Services

The right of withdrawal does not apply if:

  • Service delivery began with your express consent
  • You acknowledged losing your withdrawal right upon service activation
  • Digital content has been delivered (websites activated, emails sent, etc.)

10.3 Romanian Consumer Protection

In compliance with Romanian law (OUG 34/2014), consumers have the right to withdraw from distance contracts within 14 calendar days without giving a reason, subject to the exceptions mentioned above.

11. Refund Policy Exceptions

Refunds will not be issued under the following circumstances:

  • Terms of Service Violations: Account suspended or terminated for AUP violations
  • Payment Defaults: Account suspended due to non-payment
  • Resource Abuse: Excessive resource usage requiring account suspension
  • Legal Issues: Account terminated due to illegal activity or DMCA complaints
  • Third-Party Disputes: Issues arising from third-party software or services
  • Technical Limitations: Incompatibility with your website or application (unless we guaranteed compatibility)
  • Change of Mind: After the 30-day guarantee period has expired
  • Expired Services: Services that have already expired

12. Changes to Refund Policy

FluxIT Service reserves the right to modify this refund policy at any time. Changes will be effective immediately upon posting to our website. Continued use of our services after policy changes constitutes acceptance of the new terms.

For services purchased before policy changes, the refund policy in effect at the time of purchase will apply.

13. Contact Information

For questions about our refund policy or to request a refund:

  • Billing Email: billing@fluxit.ro
  • Support Email: support@fluxit.ro
  • Phone: +40 746 358 948 (9:00 AM - 6:00 PM EET, Mon-Fri)
  • Client Portal: https://gazduire.fluxit.ro
  • Ticket System: Login to your account and open a billing ticket

FluxIT Service Professional Hosting Solutions Bucharest, Romania Company Registration: [Your Company Number] VAT ID: [Your VAT Number]

This refund policy applies to all services provided by FluxIT Service. By purchasing our services, you acknowledge that you have read, understood, and agree to this refund policy.

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