Refund Policy

1. General Refund Principle

Hozvik Cloud does not provide an automatic refund for every service. Each service, plan, resource, credit type, domain, additional item, and third-party service may have different refund conditions.

Refund eligibility depends on the type of service, how the service or resource was provisioned, whether Hozvik Cloud has already made a non-refundable third-party payment, and the specific refund terms displayed on the product or service page.

Before purchasing, customers must review the refund status and applicable terms shown on the relevant product or service page. Possible refund classifications include:

• Refund Available — 5 Days
• Refund Available — 7 Days
• Refund Available — 14 Days
• Refund Available — 30 Days
• Conditional Refund
• Non-Refundable

The refund period and conditions displayed for the specific product will apply to that purchase.

2. Customer Must Check Refund Terms Before Purchase

Customers are responsible for reviewing the refund information displayed for a service before completing the purchase. Hozvik Cloud will clearly display the applicable refund classification wherever reasonably possible.

Purchasing a service after reviewing its stated refund conditions means the customer accepts those applicable conditions.

3. Shared Infrastructure Services

For services running on infrastructure shared between multiple customers, such as a larger server where Hozvik Cloud allocates resources to different customers, refunds may be available according to the specific plan's refund period.

For example, if Hozvik Cloud operates a 128 GB RAM server and allocates 8 GB, 16 GB, or another resource allocation to customers from that shared infrastructure, the applicable hosting plan may have a defined refund period.

The exact refund period must always be checked on the individual service page.

Game server hosting (including Minecraft hosting) and bot hosting plans run on infrastructure shared between customers, so this section generally applies to them. The refund classification and period for each plan is the one shown on its plan or purchase page.

4. Free Services and the Student Developer Pack

Services provided free of charge, including the Hozvik Cloud Student Developer Pack (Starter Bot Hosting), involve no payment, so there is nothing to refund.

• Free services have no cash value and cannot be converted into money or credits.
• If a free service is changed, re-verified, suspended, or discontinued, this does not create a refund or compensation entitlement, unless the service-specific terms say otherwise.
• If you later buy a paid service or upgrade, the refund rules for that paid service apply to what you paid.

5. Individually Provisioned or Reserved VPS Resources

Some VPS or cloud resources may be individually provisioned, reserved, or purchased specifically for a particular customer.

For example, if a customer purchases an 8 GB VPS and Hozvik Cloud must obtain or reserve a separate VPS or resource from an upstream data center specifically for that customer, the service may be classified as Non-Refundable.

This is because Hozvik Cloud may have already committed funds to the upstream provider to provision the customer's resource. Some upstream providers or data centers may require advance payment and may not provide Hozvik Cloud with a refundable equivalent after the resource has been provisioned. Therefore, Hozvik Cloud may be unable to recover that payment from the upstream provider.

This does not mean that every data center or upstream provider follows the same rule. Refundability depends on each provider's own terms and provisioning model.

Important notice — datacenter advance payment. Hozvik Cloud may be required to make full or partial advance payment to a data center or upstream infrastructure provider before a customer's individually provisioned resource can be activated. Once Hozvik Cloud has made such a non-refundable or non-recoverable payment and the resource has been provisioned or reserved for the customer, Hozvik Cloud may not be able to obtain a refund from the upstream provider. In such cases, the customer's service may be non-refundable.

6. Dedicated or Exclusively Reserved Resources

Dedicated servers, exclusively reserved VPS resources, custom infrastructure, specially reserved IP or resource allocations, and other individually provisioned services may be non-refundable if Hozvik Cloud has already committed the related third-party or infrastructure cost.

The product page should clearly identify when such a service is non-refundable.

7. Domain Registration

Domain registration has a separate refund rule. Once a domain has been successfully registered through Hozvik Cloud or an applicable domain registrar, the domain registration fee is non-refundable, unless the registrar or applicable law specifically requires otherwise.

Domain registration notice. Once a domain has been successfully registered, the domain registration payment is considered committed to the domain registrar and cannot normally be refunded by Hozvik Cloud.

After successful registration:

• Domain registration cannot normally be refunded.
• Changing the domain name does not create a refund entitlement.
• Requesting a different domain after registration does not create a refund entitlement.
• Registration fees cannot be converted into another domain after successful registration unless Hozvik Cloud or the registrar explicitly allows such an exception.
• Any registrar-specific fees already incurred may remain non-refundable.
• Domain registration may require advance payment to the registrar.

Hozvik Cloud does not promise a refund for a successfully registered domain simply because the customer later changes their mind about the domain name.

8. Domain Name Changes After Registration

Once a domain has been registered, the customer cannot request a free replacement or refund simply because they want another domain name.

For example, a customer purchases example.com and the domain is successfully registered. Later, the customer decides that they actually wanted example.net. The customer cannot normally request a refund for example.com and use that payment for example.net.

Any new domain registration is treated as a separate purchase unless Hozvik Cloud or the registrar explicitly provides another option.

9. Domain Registration Advance Payment

Domain registrations may involve advance payment to a registrar. Because the registration is completed through the registrar's system and the registration cost has already been committed, Hozvik Cloud may not be able to reverse the transaction after successful registration.

This rule applies regardless of whether the customer later uses the domain.

10. Additional Items and Add-On Services

This section applies to additional items, add-ons, products, and extra services purchased through Hozvik Cloud. Examples may include:

• Additional storage
• Additional IPs
• Additional resources
• Setup services
• Configuration services
• Software licenses
• Add-on products
• Custom services
• Infrastructure add-ons
• Other additional items

These items may be non-refundable once they have been provisioned, activated, delivered, consumed, or committed to a third-party provider.

11. Defective or Non-Working Additional Items

If a customer receives an additional item or service that does not function as reasonably expected, the customer should contact Hozvik Cloud support. Where reasonably possible, Hozvik Cloud may attempt to:

• Troubleshoot the issue
• Repair the configuration
• Replace the affected item
• Re-provision the affected service
• Provide another technical solution

Important additional item rule. A non-working additional item does not automatically create a cash-refund entitlement. Where possible, Hozvik Cloud may first attempt to replace, repair, or re-provision the affected item or service.

If replacement or correction is not reasonably possible, Hozvik Cloud may review the case for an appropriate resolution according to the service terms and circumstances.

12. Third-Party Costs

Some Hozvik Cloud services may involve third-party providers such as:

• Data centers
• Domain registrars
• Software providers
• Licensing providers
• Network providers
• Payment processors
• Infrastructure providers

Where a third-party cost has already been incurred and cannot be recovered, Hozvik Cloud may be unable to provide a corresponding refund. Whether a third party offers refunds depends on that provider's own terms and provisioning model.

13. Renewals

Renewal payments may have separate refund conditions. Customers should review the renewal terms applicable to their service.

If a renewal is processed automatically, the customer should contact Hozvik Cloud as soon as possible if they believe the renewal was unintended. Refund eligibility depends on whether the renewed service has already been used, provisioned, or committed to a third-party provider.

14. Upgrades and Downgrades

Upgrades and downgrades may have separate billing rules.

If an upgrade requires Hozvik Cloud to purchase or reserve additional resources from an upstream provider, the additional amount may become non-refundable once the resource is provisioned.

Downgrades do not automatically create an immediate refund for unused service time unless the applicable plan explicitly provides a pro-rated refund.

15. Promotional and Discounted Purchases

Promotional, discounted, special-event, giveaway, bonus, or heavily discounted services may have different refund conditions.

The specific promotion's terms apply where they differ from the general refund policy.

16. Service Anomaly and Service Instability

Hozvik Cloud is a startup-stage hosting provider and may occasionally experience unexpected technical issues, infrastructure problems, maintenance, network issues, upstream provider problems, or other service anomalies.

A service anomaly does not automatically create an immediate full-refund entitlement. Hozvik Cloud will first attempt to investigate and restore the affected service.

17. Service Anomaly Compensation

When an eligible service is affected by a qualifying service anomaly, Hozvik Cloud may provide compensation in the form of account credits, service credits, additional service time, or another reasonable compensation method.

Where applicable, the compensation is determined according to the impact, duration, and nature of the incident. Credits may be added to the customer's account to compensate for eligible downtime or service impact.

Important startup-stage notice. Hozvik Cloud is currently operating as a startup-stage service provider. If a significant service anomaly occurs, Hozvik Cloud may provide service credits or other compensation according to the applicable Terms and Conditions (GTC).

18. Extended Service Anomaly

If a service experiences a prolonged and significant anomaly, Hozvik Cloud may review the case for additional compensation.

For example, if an eligible service experiences a major service anomaly for approximately 10 to 15 days or another unusually long period, Hozvik Cloud may, depending on the circumstances, consider providing:

• Additional service credits
• Extended service duration
• Partial refund
• Full refund
• Another reasonable compensation

However, these remedies are not guaranteed automatically. A 10 to 15 day anomaly does not automatically result in a full refund. The final remedy may depend on:

• The affected service
• The severity of the issue
• The duration of the issue
• The root cause
• Whether the issue originated from Hozvik Cloud or an upstream provider
• The customer's service plan
• The applicable Terms and Conditions (GTC)
• The actual financial and infrastructure circumstances

19. Service Credits for Anomalies

Where compensation is provided through service credits, the credits may be automatically or manually added to the customer's Hozvik Cloud account.

Such credits may be used according to Hozvik Cloud's applicable credit rules. Service credits provided as compensation are not automatically convertible into cash.

20. Paid Credits Refund Policy

Customers may request a refund for purchased (paid) credits within 5 days of the original credit purchase, subject to the conditions below.

Paid credit refund conditions

A refund for paid credits may only be considered if:

• The request is submitted within 5 days of the original purchase.
• None of the purchased credits have been used.
• The credits have not been consumed by any service, invoice, order, renewal, upgrade, purchase, or transaction.
• The credits have not been transferred or otherwise used.
• The purchase can be verified in Hozvik Cloud's billing records.

Important credit rule. If even 1 credit from the purchased credit balance has been used, the customer is no longer eligible for a refund of that credit purchase under the standard paid-credit refund policy. This applies even if only a small portion of the purchased credits was consumed.

21. Free Credits Are Non-Refundable

The following types of credits are not eligible for monetary refunds:

• Free credits
• Promotional credits
• Event credits
• Giveaway credits
• Bonus credits
• Referral credits
• Compensation credits
• Service anomaly credits
• Goodwill credits
• Promotional campaign credits
• Any other credits that were not purchased using the customer's own paid funds

Only credits purchased directly through a paid transaction may qualify for the paid-credit refund policy.

22. Paid Credit Refund Does Not Override Service Refund Rules

Before approving a credit refund, Hozvik Cloud may check whether the credits were generated from or used for a service that has its own refund restrictions.

The paid-credit refund policy must not be interpreted as overriding:

• Domain registration rules
• Non-refundable VPS rules
• Dedicated infrastructure rules
• Third-party service rules
• License rules
• Promotional terms
• Existing service-specific refund conditions

23. Credit Refund Verification

When a customer requests a paid-credit refund, Hozvik Cloud may review the customer's:

• Credit purchase transaction
• Credit balance
• Credit usage history
• Billing history
• Orders
• Invoices
• Service purchases
• Credit transfers
• Refund history
• Relevant account activity

This verification is intended to confirm that the refund conditions are satisfied.

24. Credit Refund Processing Time

After a refund request has been submitted, Hozvik Cloud may need time to verify the transaction and account history.

• Simple cases: normally processed within approximately 24 hours after verification.
• Standard review: approximately 2 to 14 days, depending on the complexity of the case.
• Complicated cases: suspected fraud, unusual billing activity, transaction disputes, payment-provider review, or other high-level verification requirements may take longer.

Hozvik Cloud does not guarantee that every refund will be completed within 24 hours.

25. Suspension or Termination Due to Customer Violation

Refunds will generally not be provided where a service or account is suspended or terminated because of:

• Fraud
• Abuse
• Illegal activity
• Terms and Conditions (GTC) violations
• Payment abuse
• Chargeback abuse
• Resource abuse
• Security violations
• Malicious activity
• Repeated policy violations

Any exception will be determined according to the applicable terms and circumstances.

26. Refund Requests

Customers requesting a refund should provide:

• Account information
• Order and service information
• Transaction ID where available
• Reason for the request
• Relevant evidence or details

Hozvik Cloud may request additional information when necessary to verify the request.

27. Refund Review

Every refund request may be reviewed against:

• The applicable product refund policy
• Purchase date
• Refund deadline
• Service provisioning status
• Credit usage
• Domain registration status
• Third-party costs
• Billing history
• Account activity
• Previous refunds
• Terms and Conditions (GTC)

Submitting a refund request does not automatically guarantee approval.

28. No Automatic Refund for Every Issue

A technical issue, dissatisfaction, configuration problem, third-party outage, or service interruption does not automatically mean that the customer is entitled to a full monetary refund.

Hozvik Cloud may first attempt to resolve the issue or provide service credits or another appropriate remedy.

29. Refund Method

Approved refunds are normally returned through the original payment method where technically and legally possible.

If the original payment method cannot receive the refund, Hozvik Cloud may provide an alternative refund method or account credit where appropriate and permitted.

30. Final Refund Eligibility

Final refund eligibility is determined using the following order of priority:

1. The specific product or service refund terms.
2. The applicable Hozvik Cloud Refund Policy.
3. The Hozvik Cloud Terms and Conditions (GTC).
4. Any applicable third-party provider restrictions.
5. Applicable law and mandatory consumer protections.

If a specific service page states that a service is non-refundable, that condition is disclosed before purchase.

31. Customer Acknowledgement

By purchasing a service, the customer confirms that they have had the opportunity to review the applicable refund conditions.

The customer understands that different services may have different refund rules, and that successfully registered domains, individually provisioned resources, non-refundable third-party costs, used paid credits, free or promotional credits, and certain additional items may not qualify for a monetary refund.

32. Refund Summary

Hozvik Cloud Refund Summary

• Shared hosting may have a defined refund period.
• Individually provisioned or reserved VPS resources may be non-refundable.
• Upstream data-center payments may be made in advance and may not be recoverable.
• Successfully registered domains are normally non-refundable.
• Changing a domain name after registration does not normally create a refund entitlement.
• Service anomalies may qualify for service credits or other compensation.
• Severe and prolonged anomalies may be reviewed for partial or full refunds, but this is not automatically guaranteed.
• Paid credits may be refundable within 5 days only if none of those credits have been used.
• If even 1 purchased credit is used, the standard paid-credit refund eligibility ends.
• Free, event, promotional, bonus, referral, and compensation credits are non-refundable.
• Additional items may be non-refundable after provisioning or activation.
• Non-working additional items should generally be reported to support for troubleshooting or replacement first.
• Refund processing may take approximately 24 hours in simple cases and 2 to 14 days for cases requiring additional verification.
• Free services, including the Student Developer Pack, are not refundable and have no cash value.
• Every service's individual refund terms must be checked before purchase.

Contact

• Support: support@hozvikcloud.de
• Legal: legal@hozvikcloud.de
• Billing portal: billing.hozvikcloud.de