Refund Policy

Refund Policy Overview

At MyHBD (Hosting Big Data B.V.), we strive to maintain 'perfect' customer service and satisfaction. This policy outlines when and how refunds may be provided for our services.

✓Our Commitment

• Fair and transparent refund process
• Case-by-case evaluation of refund requests
• Professional customer service approach
• Clear communication throughout the process

iImportant Notes

• Refunds are not automatically guaranteed
• Identity verification may be required
• Processing fees may apply
• Some services have specific refund limitations

Refund Conditions

Refunds may be considered under the following specific circumstances:

1Service Unavailability

Compensation may be provided when your server is offline or completely unavailable due to issues on our end.

Note: Brief maintenance windows and scheduled downtime are not eligible for refunds when proper notice is provided.

2Resource Deficiency

Service is considered not provided if you do not receive the full allocated resources specified in your service plan (CPU, RAM, or Disk space).

• Verified through monitoring data
• Must be reported within reasonable timeframe
• Technical validation required

3Service Quality Issues

Significant performance degradation or service quality issues that substantially impact your ability to use the service as intended.

Important: Internet channel performance and connectivity issues outside our direct control are not guaranteed and may not qualify for refunds.

Service Definitions

When Service 'Begins'

Service is considered to have begun when you receive your server access credentials (login details, IP address, and connection information), regardless of whether you immediately begin using the service.

Active Service Period

• Begins when access credentials are provided
• Continues through the paid service period
• Ends at service termination or expiration
• Billing occurs regardless of actual usage

Service Availability

• Server responds to network requests
• Allocated resources are fully available
• Management interfaces are accessible
• Support services are responsive

Non-Refundable Services

⚠️ Services Not Eligible for Refunds

The following services and payment methods are generally not eligible for refunds:

Service Types

• Cryptocurrency Payments: All crypto payments are final
• Dedicated Server Services: Physical hardware services
• Promotional Services: Discounted or promotional offerings
• Setup Fees: One-time configuration charges

Usage-Based Exclusions

• Unused Service Periods: Partial month refunds
• Add-on Services: Additional features and upgrades
• Domain Registrations: Domain name registrations
• License Fees: Third-party software licenses

Exception: Even non-refundable services may be eligible for service credits or partial compensation in cases of significant service failures or extended downtime.

Refund Request Process

How to Request a Refund

1
Contact Support: Submit a support ticket or email us at [email protected] with your refund request and detailed explanation.
2
Provide Documentation: Include relevant details such as service dates, issues experienced, and any supporting evidence.
3
Identity Verification: Provide passport copy or official ID for identity verification and fraud prevention (required for all refund requests).
4
Review Process: Our team will review your request and may conduct technical investigations to verify the reported issues.
5
Decision & Processing: You'll receive a decision within 5-7 business days. Approved refunds are processed within 10-15 business days.

Required Information

• Account information and service details
• Specific dates and times of issues
• Detailed description of problems experienced

• Screenshots or error messages (if applicable)
• Official identification document
• Original payment method information

Processing Fees

📊 Refund Processing Information

A 10% processing fee is typically deducted from approved refunds to cover administrative and transaction costs. This means you will receive 90% of the eligible refund amount.

Processing Fee Breakdown

Refund Amount100%

Processing Fee-10%

Amount Returned90%

Fee Waiver Conditions

Processing fees may be waived in cases of:

• Extended service outages (>24 hours)
• Significant service failures due to our errors
• Billing mistakes or technical errors
• Fraudulent charges or unauthorized access

When Refunds Are Denied

❌ Refund Denial Reasons

Refunds will be denied in the following circumstances:

Service Availability Issues

• User-Specific Issues: Server unavailable only for specific users or regions
• IP Blacklisting: Server IP address listed in third-party spam or security databases
• Network Routing: Connectivity issues beyond our infrastructure control
• External Dependencies: Third-party service failures affecting your applications

Customer-Related Issues

• Policy Violations: Customers who receive abuse or policy violation complaints
• Inappropriate Communication: Rude, abusive, or inappropriate communication with support staff
• Fraudulent Activity: Suspected fraudulent account activity or payment methods
• Terms Violations: Violation of acceptable use policies or terms of service

Technical Limitations

• Change of Mind: Simple change of mind without service issues
• Compatibility Issues: Software or application compatibility problems
• Performance Expectations: Performance below expectations but within service specifications
• Learning Curve: Difficulty using services due to technical complexity

Service Credits

Alternative to Cash Refunds

In many cases, we may offer service credits instead of cash refunds. Service credits can be applied to future services and may provide greater value than processed refunds.

Credit Benefits

• Full Value: No processing fees deducted
• Flexible Usage: Apply to any future services
• Extended Validity: Credits typically valid for 12 months
• Bonus Credits: May include additional compensation

Credit Usage

• Automatically applied to next invoice
• Can be used for service upgrades
• Transferable between services on same account
• Visible in account dashboard

Fraud Prevention

🔐 Identity Verification Required

To prevent fraud and protect both our customers and our business, we require identity verification for all refund requests. This is a standard industry practice.

Required Documentation

Acceptable ID Documents:

• Valid passport (preferred)
• National identity card
• Driver's license with photo
• Government-issued photo ID

Document Requirements:

• Clear, high-resolution scan or photo
• All information clearly visible
• Document must be current and valid
• Name must match account details

🛡️ Security Measures

• All ID documents are securely stored and processed
• Documents are deleted after verification (unless required for legal compliance)
• Verification process typically takes 1-2 business days
• Multiple verification attempts may trigger additional security checks

Customer Responsibilities

Content and Activity Responsibility

As the account holder, you are fully responsible for:

• Content Management: All content stored on your services
• Internet Activities: All activities conducted through your server
• Legal Compliance: Ensuring all activities comply with applicable laws
• Security: Maintaining proper security measures for your accounts

⚠️ Service Blocking Rights

We reserve the right to block services or terminate accounts if:

• Illegal or prohibited content is detected
• Account is used for fraudulent activities
• Service terms are violated
• Abuse complaints are received and verified
• Court orders or legal requirements mandate blocking

Proactive Communication

• Report service issues promptly for faster resolution
• Maintain current contact information in your account
• Respond to support requests within reasonable timeframes
• Provide accurate information during the refund process

Contact Information

Refund Requests

Primary Contact

[email protected]

Support Portal

Available in client area

Response Time

5-7 business days

Need Help with Refunds?

Our support team is here to help you with any questions about our refund policy or to assist you with refund requests. We aim to resolve all issues fairly and promptly.

Contact Support