1. Money-Back Guarantee

We offer a 30-day money-back guarantee on most of our hosting services. If you're not satisfied with our service within the first 30 days, you can request a refund.

Eligible Services: Shared hosting, VPS hosting, and cloud hosting plans.

Important: Refunds are calculated on a pro-rated basis. You will only receive a refund for the unused portion of your service period after deducting the amount for days already used and applicable taxes/VAT.

2. Refund Eligibility

Refundable Services:

Shared web hosting plans
VPS hosting services
Cloud hosting solutions

Conditions for Refund:

Request must be made within 30 days of initial purchase
Account must not have violated our Terms of Service
No excessive bandwidth or resource usage
No fraudulent or abusive activity

3. Non-Refundable Items

The following services and fees are non-refundable:

Domain name registrations, transfer and renewals
SSL certificate purchases
Setup fees and installation charges
Third-party software licenses
Add-on services and extras
Services used for more than 30 days
Monthly billing cycles after the first month
Dedicated server hosting
Email Solutions
All taxes, VAT, and government charges

Note: Domain registrations are processed through third-party registrars and cannot be refunded due to registry policies. Additionally, all taxes and VAT charges are collected on behalf of the government and cannot be refunded under any circumstances.

4. Refund Calculation Method

All refunds are calculated on a pro-rated basis based on actual service usage, with applicable tax/VAT deductions:

How We Calculate Your Refund:

Days Used: We calculate the number of days you've actively used our service
Service Amount: Your payment excluding taxes/VAT is divided by the total days in your billing period
Used Amount: Daily service rate × Number of days used = Service amount to be deducted
Tax/VAT Deduction: All applicable taxes and VAT paid are non-refundable and will be deducted
Final Refund: (Total payment - Used service amount - All taxes/VAT) = Your refund

Tax Policy: All taxes, VAT, and government charges are non-refundable regardless of service usage period.

Example Calculation:

If you paid NPR 3,900 total (NPR 3,000 service + NPR 900 VAT) for a 30-day plan and used it for 10 days:
• Service amount: NPR 3,000 ÷ 30 days = NPR 100/day
• Used service amount: NPR 100 × 10 days = NPR 1,000
• Unused service amount: NPR 3,000 - NPR 1,000 = NPR 2,000
• Tax/VAT deduction: NPR 900 (non-refundable)
• Final refund: NPR 2,000 (VAT of NPR 900 is not refunded)

5. Refund Processing Time

Processing Timeline:

Review Period: 2-3 business days to review your refund request
Credit Card: 5-10 business days after approval
Bank Transfer: 7-14 business days after approval
Digital Wallets: 3-7 business days after approval

Important: Refunds are processed to the original payment method used for the purchase.

6. How to Request a Refund

Steps to Request a Refund:

Contact Support: Submit a support ticket or email us atbilling@rovixcloud.com
Provide Information: Include your account details, order number, and reason for refund
Account Review: Our team will review your account and usage
Approval/Denial: You'll receive a response within 2-3 business days
Processing: If approved, the refund will be processed to your original payment method

7. Cancellation Policy

Service Cancellation:

You can cancel your services at any time through your client portal
Cancellations take effect at the end of your current billing cycle
No refunds are provided for partial months of service
Data backup is your responsibility before cancellation

Automatic Renewal:

Services automatically renew unless cancelled before the renewal date
You can disable auto-renewal in your client portal
Renewal charges are non-refundable after processing

8. Special Pro-Rated Refunds

In certain circumstances, we may offer pro-rated refunds:

Service downtime exceeding our SLA guarantees
Technical issues preventing service usage
Downgrading to a lower-tier plan (difference refunded)
Account termination due to our inability to provide service

9. Dispute Resolution

If you disagree with our refund decision:

Contact our billing department for review
Provide additional documentation if available
Request escalation to management if needed
Final decisions rest with Rovix Cloud management

10. Service Level Agreement (SLA)

We guarantee 99.9% uptime for our services. If we fail to meet this guarantee:

Service credits may be applied to your account
Credits are calculated based on downtime duration
Maximum credit is equivalent to one month of service
Credits must be requested within 30 days of the incident

Contact Our Billing Team

For refund requests or billing questions, contact our dedicated billing team:

Email: billing@rovixcloud.com

Support Portal: Submit a Ticket

Response Time: Within 24 hours on business days

Business Hours: Monday - Friday, 9:00 AM - 6:00 PM (Nepal Time)

11. Policy Updates

This refund policy may be updated from time to time. Changes will be posted on our website with the updated effective date. Continued use of our services after policy changes constitutes acceptance of the new terms.

Refund Policy