Refund Policy

1. Our 30-Day Money-Back Guarantee

Clytrix is committed to your satisfaction. If you are not completely satisfied with your hosting service within the first 30 days of purchase, we will provide a full refund of the hosting fees paid. This guarantee applies to new customers and new hosting purchases only.

2. Services Eligible for Refund

3. Services and Fees Not Eligible for Refund

The following services and fees are strictly non-refundable:

• Domain registrations, renewals, or transfers (ICANN and registry policies do not allow refunds once processed).
• VPS or dedicated server plans that have been provisioned and actively used.
• SSL certificates once issued.
• Administrative fees, setup fees, dedicated IP addresses, and third-party software licensing fees (such as cPanel, Plesk, LiteSpeed, or CloudLinux).
• Accounts terminated or suspended due to violations of our Terms of Service, Acceptable Use Policy, or spam policies.
• Accounts with previous refunds (the money-back guarantee is a one-time courtesy per customer).
• Free Domain Deductions: If a hosting plan includes a free domain name (e.g., in a combo offer or annual hosting package) and is cancelled within the 30-day money-back guarantee window, the standard retail registration fee of $15 (plus any applicable taxes) will be deducted from the refund amount. You will retain ownership of the domain.
• Domain Reseller Pre-Funded Balances: Pre-funded deposit balances added to reseller accounts are non-refundable once consumed. Unused, self-funded deposits may be refunded within 14 days of the deposit transaction, subject to a 5% administrative and transaction fee, provided no portion of the deposit has been spent on domain actions.

4. How to Request a Refund

To request a refund:

1. Log in to your Client Area
2. Navigate to Support → Open a Ticket
3. Select department: Billing
4. Subject: "Refund Request" — include your invoice number and reason
5. Alternatively, email [email protected] or call +91 7735 998 288

5. Refund Timeline

Approved refunds are processed within 5-7 business days. Credit or debit card refunds may take an additional 3-5 business days to appear on your statement depending on your bank. PayPal refunds are typically instant.

6. Partial Refunds

For annual or multi-year plans cancelled after 30 days, we may at our discretion offer a partial prorated refund minus a processing fee of $5. This is evaluated case-by-case and is not guaranteed. Prorated refunds are calculated based on unused full calendar months remaining, not individual days.

The following scenarios may qualify for a prorated refund at our discretion:

• Long-term plan cancellation within the first 90 days (with valid reason)
• Service significantly below the advertised specifications due to our error
• Account migration to a higher-tier plan mid-term

7. Service Credits (Alternative to Cash Refund)

In certain situations, instead of a cash refund, we may offer account credits that can be applied toward any future Clytrix service. Service credits:

• Have no expiry date and remain in your account indefinitely
• Can be used for any hosting plan, domain registration, renewal, or add-on
• Are transferable to a different service under the same account
• Cannot be converted to cash or transferred to another customer account
• Will be applied automatically at your next invoice

We may proactively issue service credits for verified service outages, unexpected performance degradation, or as goodwill gestures. SLA credits are issued as service credits, not cash refunds.

8. Chargeback & Dispute Policy

We strongly encourage customers to contact our billing team before initiating a chargeback with their bank or payment provider. Most billing disputes can be resolved quickly and amicably through direct contact.

If you initiate a chargeback or payment dispute without first contacting us:

• Your account and all associated services may be immediately suspended pending investigation
• Hosting services, domains, and data may become inaccessible during the dispute period
• A chargeback fee of up to $25 per disputed transaction may be applied to cover processing costs
• Repeated chargebacks may result in permanent account termination and legal action for fraud

We will provide full transaction documentation to your payment provider during dispute investigations. False chargebacks for services that were delivered as described are considered fraud under applicable law.

9. Special Circumstances

We understand that exceptional situations arise. Refund requests outside the standard policy may be considered in the following circumstances:

• Medical emergency or bereavement: We may extend the refund window or issue a full credit with appropriate documentation
• Natural disaster or force majeure: Extended service disruptions caused by events beyond your control will be reviewed individually
• Billing errors: If you were charged incorrectly (wrong amount, duplicate charge), we will issue a full correction immediately upon verification
• Service provisioning failure: If a service was paid for but never successfully provisioned due to our error, a full refund will be issued within 5 business days
• Fraud protection: If we determine your account was used fraudulently without your authorization, affected charges will be reversed after investigation

To submit a special circumstances request, email [email protected] with subject line "Special Circumstances Refund Request" and include relevant documentation.

10. Dispute Escalation

If you are not satisfied with the resolution from our billing team, you may escalate your dispute through the following channels:

1. Level 1: Contact billing support via [email protected] — response within 24 hours
2. Level 2: Request supervisor review — email [email protected] with subject "Billing Escalation" — response within 48 hours
3. Level 3: Written complaint to management — email [email protected] — formal response within 7 business days
4. External: Consumer protection authorities in your jurisdiction, or ICANN's dispute resolution processes for domain-related disputes

We commit to responding to all billing disputes in good faith and resolving them as quickly as possible. We value every customer relationship and prefer resolution over escalation.

11. Contact Billing Support

Email: [email protected]
Phone: +91 7735 998 288
Hours: Monday–Saturday, 9 AM – 6 PM IST