This Refund Policy applies to services sold by SRV-CORE LLC through https://accounts.srv-core.com, including web hosting and enterprise technology services. It supplements our Terms of Service.
1. 30-day satisfaction guarantee (hosting)
New hosting plan subscriptions (Starter, Premium, Business, and Business Concierge) include a 30-day satisfaction guarantee from the date of first successful payment for that hosting service.
Within 30 days you may request a refund of eligible hosting fees paid for that initial term if you are not satisfied, subject to the exclusions below and to the processing-fee deduction in Section 1.1.
1.1 Refund amount (payment-processing fees)
Approved refunds under this guarantee are not a dollar-for-dollar return of the full charge.
You receive: the hosting amount you paid for the eligible initial term, minus the payment-processing fees charged by our payment processor (Stripe) on the original transaction.
Those fees are typically a percentage of the charge plus a fixed per-transaction amount (for example, U.S. card rates are often about 2.9% + $0.30; your exact fee is the one Stripe assessed on that payment). We deduct that fee because it is a cost of accepting card payments and is not returned to SRV-CORE as part of a customer refund.
Illustrative example (not a quote): if you paid $9.99 and Stripe’s fee on that charge was about $0.59, the refund to your card would be about $9.40.
1.2 Promotional and affiliate coupons
This 30-day guarantee and the processing-fee deduction in Section 1.1 apply equally if you checkout with a promotional coupon, an affiliate coupon, or any other valid discount code we honor at https://accounts.srv-core.com.
- The refund is based on the amount you actually paid for the eligible hosting fees on that first charge (after the discount), not the undiscounted list price.
- We still deduct the Stripe processing fees assessed on that discounted charge (Section 1.1).
- Using a coupon does not extend the 30-day window, create a second guarantee, or restore excluded items (domains, setup fees, renewals, etc.) under Section 4.
Illustrative example (not a quote): Starter $9.99 with a 20% affiliate coupon → you paid $7.99. If Stripe’s fee on that charge was about $0.53, the refund to your card would be about $7.46.
Billing-error corrections under Section 6 are handled separately and may be for the full erroneous amount when we verify a duplicate or incorrect charge.
2. How to request a refund
- Open a support ticket in the client area: https://accounts.srv-core.com/submitticket.php
- Include your domain or service name and reason for the request.
- We will confirm eligibility, calculate the refund net of Stripe processing fees (Section 1.1), and process the refund to the original payment method via Stripe.
Allow 5–10 business days for the refund to appear after approval, depending on your bank or card issuer.
3. What happens after a refund
Approved hosting refunds require termination of the affected hosting service. Access to hosting, mailboxes, and related resources will end. Export your data before requesting a refund when possible.
4. Exclusions
The 30-day guarantee does not apply to:
- VPS services (VPS Cost-Friendly, VPS Mid, VPS Mid+, VPS Pro), including the Cost-Friendly introductory term and any later conversion to VPS Mid
- Renewals of an existing hosting service (only the first payment for that service qualifies)
- Domain registrations, transfers, or renewals purchased through WHMCS/ResellerClub (registrar fees are non-refundable)
- Domain registrations, transfers, or renewals purchased through third parties or other registrars
- Third-party add-ons, licenses, or one-time setup fees not billed as recurring hosting
- Business plan setup fee ($149) when billed on a monthly subscription — non-refundable once onboarding or migration work has started (see Section 4.1)
- Business Concierge setup fee ($199) — same policy as Section 4.1
- Monthly enterprise services (Managed IT, Cybersecurity, Reports & Data) — see Section 4.2
- One-time enterprise engagements (e.g., Cybersecurity Assessment, Reports Setup) — see Section 4.2
- Services terminated for Acceptable Use Policy or Terms violations
- Chargebacks filed without contacting support first (we may suspend the account pending investigation)
- Requests submitted after 30 days from first payment
Partial-month usage after the guarantee period is generally non-refundable, except where required by law.
4.1 Business and Concierge setup fees
The Business plan may include a one-time setup fee ($149) when you choose monthly billing. The Business Concierge plan may include a one-time setup fee ($199) when you choose monthly billing. These fees are waived when you prepay annual hosting on the respective plan.
The setup fee is non-refundable once we have started onboarding (written onboarding documentation delivered) or migration work for your account. If you upgrade from monthly to annual within 60 days of signup, we may credit the setup fee toward your annual invoice per your order confirmation.
4.2 Enterprise and professional services
Monthly and annual enterprise subscriptions (Managed IT, Cybersecurity, Reports & Data) are not covered by the 30-day hosting guarantee. Fees are generally non-refundable for the current billing period once the period has begun or onboarding/discovery has started, except where required by law or where we agree in writing.
One-time engagements (e.g., Cybersecurity Assessment, Reports Setup) are non-refundable once work has begun or a kickoff meeting has been held. If you cancel before work starts, we may refund the payment minus any non-recoverable costs, at our discretion.
You may cancel monthly enterprise services before renewal to avoid future charges. See our Enterprise Services SLA for cancellation guidance.
5. Cancellations without refund
You may cancel at any time before renewal to avoid future charges. Cancellation does not automatically refund the current billing period unless eligible under this policy or applicable law.
6. Billing errors
If you believe you were charged in error, contact [email protected] within 30 days of the charge. Verified duplicate or incorrect charges will be corrected or refunded.
7. Changes
We may update this policy at https://srv-core.com/legal/refund/. Changes apply to future purchases. The policy in effect at the time of your qualifying purchase governs that purchase.
8. Contact
Email: [email protected]
Tickets: https://accounts.srv-core.com/submitticket.php