We're committed to providing you with the utmost value and service level Our cancellation and refund policy is designed with the same intent and fairness. Here, we present the most common scenarios for refunds and how we handle them.
This applies to hosting renewals (from the second billing cycle onward) whether monthly or annual.
This policy would apply if you forgot to cancel your subscription prior to the end of your billing cycle, and your card was charged for a new billing cycle.
Important: You will need to contact us within 3 days after the charge occurs and the charge notification email is sent to you. Otherwise, it is treated as a "mid-cycle cancellation".
A full refund will be issued in this scenario, provided there isn't a lot of activity in your account (i.e not much web traffic or storage used).
Full refunds will be issued on your most recent payment only and not earlier ones. So, if you forget to cancel your subscription and contact us to request a refund after more than once billing cycle has elapsed, we'll only refund the most recent payment.
Domains are non refundable as all associated costs go towards their annual registration.
This applies to the first renewal (second billing cycle) onward, after the 3-day Forgot to Cancel window.
If you are on a Monthly Plan:
You can request a cancellation and partial refund within 14 days of the new billing cycle. (For example, if you cancel within the first 13 days after the new billing cycle starts, we will issue a partial refund of 50% of your monthly plan cost.) Cancellation and refund requests will not be issued on a prorated daily basis for unused days within the billing cycle.
If you are on an Annual Plan:
If you are on an Annual plan and you cancel and request a refund, we will issue a refund of funds paid for the unused months remaining in your annual cycle.
Important: Please note that the months utilized on your Annual Plan will be billed at the current monthly billing rate when calculating your annual subscription refund. (For Example: You submit a cancellation and refund request after 5 months and 10 days; we deduct an amount equal to six (6) months of the current monthly plan billing rate, and will issue your refund for the remaining funds.)
If you are a new customer (only applicable during your first month) and you've evaluated HST for 14 days and you are not satisfied, we'll issue a full refund.
Note: Excessive account utilization during the 14-day window (which is defined as 1GB storage or 1GB of traffic) nullifies your ability to receive a refund of your monthly subscription payment. In this instance, your subscription may be cancelled to avoid future monthly plan charges.
We have an uptime guarantee of 99.9% for all of our hosting packages. If your server has a physical downtime that falls short of the 99.9% uptime guarantee (over 43 minutes and 49.7s per month), you may request to receive one (1) month of credit on your account.
This uptime guarantee does not apply to planned maintenance. Credit in excess of the fee paid for one monthly plan will not be issued in a given month due to additional downtime incidents within the same period. Approval of any credit is at the sole discretion of Ataama and may be dependent upon the justification provided.
Third party monitoring service reports may not be used for justification due to a variety of factors including the monitor's network capacity/transit availability.
The uptime of the server is defined as the reported uptime from the operating system and the Apache Web Server which may differ from the uptime reported by other individual services. If the issue due to an outage from the third-party apps, this clause won't be applicable.
To request a credit, please visit https://ataamasupport.freshdesk.com/support/home to create a support ticket with justification within fifteen (15) days of the end of the month for which you are requesting a credit."
Please note that requesting a cancellation of your service does not constitute a request for refund; no refunds will be issued unless requested and in line with the above refund policy. When a cancellation is requested, your service and future billings will cease.
All requests for cancellation and refund are not valid unless received in writing either via email at email@example.com or via ticket submission via https://ataamasupport.freshdesk.com/support/home. Cancellation and refund requests will not be accepted via phone, social media or any other method.
Please write to us (firstname.lastname@example.org) if you have any questions about this policy, or require further clarification.