Refund & Cancellation Policy

At VisiHost, we strive to provide dependable, high-performance hosting infrastructure backed by responsive support. We understand that technical issues can occasionally arise. This Refund and Cancellation Policy clearly defines our terms for cancellations, refund eligibility, non-refundable items, and payment dispute procedures.

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1. Core Principles#

All hosting services provided by VisiHost are prepaid subscriptions. Because computing capacity, IP assignments, memory pools, and network routing are allocated immediately upon provisioning, refunds are issued strictly under the fair commercial criteria established below.

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2. Refund Eligibility Criteria#

You may request a refund on an eligible new hosting service if all of the following conditions are satisfied:

1. 24-Hour Request Window: Your refund request is formally submitted via our billing ticket system within exactly twenty-four (24) hours of initial service activation.
2. First-Time Service Purchase: The refund request applies to an initial order of a product line (e.g., your first Discord Bot container, Minecraft server, or Cloud VPS). It does not apply to subsequent orders or service expansions.
3. Unresolved Technical Failure: You have experienced an ongoing, verifiable technical fault or network defect originating on VisiHost infrastructure that our technical support team was unable to rectify after being given a reasonable opportunity to troubleshoot.
4. Account in Good Standing: Your account has not breached our Terms of Service, Acceptable Use Policy, or Fair Usage Policy.
5. Legitimate Reason Provided: A substantive technical explanation and supporting logs are supplied. Subjective reasons—such as changing your mind, lack of familiarity with command-line tools, purchasing the wrong plan, or your bot/server being abandoned—are not grounds for a refund.

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3. Non-Refundable Services#

The following products and transactions are strictly non-refundable:

• Services Active Past 24 Hours: Any service provisioned for more than 24 hours is non-refundable under any circumstance.
• Service Renewals: Automated and manual renewal payments for ongoing subscriptions are non-refundable. Renewal invoices are issued in advance, giving you ample time to cancel before the due date.
• Dedicated & Bare-Metal Servers: Custom physical hardware, enterprise transit ports, and dedicated host setups involve manual data center provisioning and non-recoverable reservation costs.
• Plan Upgrades & Add-ons: Additional IP addresses, extra RAM or disk allocations, and midway plan upgrades cannot be refunded.
• Domain Registrations & SSL Certificates: Third-party registrar fees are incurred instantaneously upon registration and are strictly non-refundable.
• Third-Party Software Licenses: Operating system licenses (such as Windows Server), commercial control panel keys, or proprietary database licenses cannot be refunded.
• Accounts Terminated for Abuse: Any service suspended or terminated due to policy infractions (e.g., DDoS attacks, port scanning, malware distribution, phishing, or cryptomining) forfeits all fees paid.
• Free Tier Services & Promotional Credits: Promotional bonuses, trial balances, and free tier hosting allocations hold no cash surrender value.

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4. Duplicate or Erroneous Charges#

If you notice a billing error or duplicate payment resulting from a gateway glitch:

1. Open a ticket with our billing department immediately with both Transaction IDs and Invoice references.
2. Once verified by our financial team, duplicate payments will be refunded in full to the original payment source or credited to your account balance at your preference without delay.

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5. Temporary Downtime & Service Credits#

Routine or temporary service interruptions are governed exclusively by our Service Level Agreement (SLA).

• Downtime below SLA availability targets warrants account Service Credits applied toward future billing cycles.
• Temporary outages do not warrant retroactive cash refunds or contract rescissions.
• Application-level faults caused by user code, memory leaks, unhandled exceptions, incompatible Minecraft mods, or custom scripts do not qualify as infrastructure downtime.

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6. Payment Disputes & Chargebacks#

When a chargeback or payment dispute is initiated:

1. Immediate Account Suspension: All active services linked to your account are immediately suspended to mitigate potential financial liability.
2. Administrative Dispute Fee: Chargebacks incur non-negotiable payment processing penalty fees from banks and gateways. These fees will be added to your account balance.
3. Data Loss Risk: If a dispute remains unresolved, associated servers and storage volumes will be queued for permanent termination.
4. Blacklisting: The account holder, payment details, and associated identification records may be permanently barred from purchasing future services across our network.

If you believe an invoice was issued in error, please reach out through our billing portal first. Our team is always ready to investigate and resolve genuine billing discrepancies amicably.

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7. How to Submit a Refund Request#

To initiate a formal refund request on an eligible service:

1. Log into the VisiHost Client Area.
2. Navigate to Support > Open Ticket and select the Billing & Invoices department.
3. Provide the following details:
   • Invoice ID and Service ID
   • Transaction Reference / Gateway ID
   • Detailed description of the infrastructure failure encountered
   • Diagnostic output, screenshots, or error logs demonstrating the issue
   • Your preference for a refund back to your original payment method or as an account credit
4. Our billing management team will review your submission within 24 to 48 hours.

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8. Gateway Processing Timelines#

Once a refund is approved by our billing team:

Note: Banking holidays, weekend settlement cycles, and individual issuing bank procedures can occasionally affect external processing speeds.

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9. Frequently Asked Questions (FAQ)#

What if I accidentally purchase the wrong server location or plan?#

If you mistakenly ordered the wrong location or resource plan, please open a ticket with our billing team immediately within 24 hours. While mistaken purchases are not eligible for cash refunds, our team can manually credit the payment to your VisiHost account balance or help migrate your service to the correct location or plan.

Can I get a refund if my bot has code bugs or won't start?#

No. Code-level issues, syntax errors, missing dependencies, or unhandled runtime exceptions inside your application are the customer's responsibility and do not constitute an infrastructure failure. Our support team can assist you in pointing out common configuration errors, but application bugs do not warrant a refund.

Are renewal payments eligible for a refund?#

No. Subscription renewals are non-refundable. Renewal notices are issued 7 to 14 days in advance, providing ample time to submit a cancellation request through the billing area before the due date.

How quickly are account credits applied versus payment gateway refunds?#

Account credits are applied instantly (< 1 hour) once approved by our billing team. Direct refunds to UPI, debit/credit cards, or bank accounts require 2 to 7 business days depending on banking clearing networks and payment gateways.

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10. Contact Billing Support#

If you have any questions regarding your invoices, payment statuses, or this policy:

• Billing Portal: https://billing.visihost.in
• Billing Support Email: support@visihost.in
• Secondary Contact: visihostindia@gmail.com
• Discord Community: https://discord.gg/sYbJEyXgW4