Cancellation & Refund Policy
This Cancellation & Refund Policy explains how you can cancel your Onlive Server services, when refunds may be available, and which services or charges are specifically excluded from our refund policy.
Please review this policy carefully before cancelling a service or requesting a refund. Applicable terms vary depending on the type of hosting service and your billing cycle.
GUARANTEE
30-Day Money-Back Guarantee
We provide a 30-day money-back guarantee for eligible shared hosting, reseller hosting, and VPS services.
If you are not satisfied with an eligible service during the first 30 days of the service period, you may request cancellation and a refund, subject to the conditions outlined below.
The 30-day money-back guarantee does not apply to dedicated servers or excluded charges such as administrative fees, custom software installation charges, and domain name purchases.
Services Eligible for a Refund
Our published refund policy applies to eligible first-time accounts for:
A refund is not automatically issued simply because an account has been cancelled. The cancellation and refund request must meet all applicable eligibility requirements stated in this policy and our Terms of Service.
Services and Charges Not Covered
The 30-day money-back guarantee does not apply to the following:
Dedicated server services are strictly excluded from the standard 30-day money-back guarantee.
First-Time Accounts Only
The money-back guarantee applies to first-time accounts only.
If you previously had an account with Onlive Server, cancelled it, and later opened another account, the new account does not qualify for the 30-day refund guarantee. Opening an additional account does not reset or create a new refund eligibility period.
Cancellation Notice Requirements
VPS Hosting
For VPS Hosting, you must submit a cancellation request at least five (5) days before the billing renewal date for the upcoming cycle. If the required cancellation notice is not submitted within this period, contact our customer care team through the available support channels as soon as possible.
After a VPS service is cancelled, all associated customer data and information will be deleted. You must maintain your own current backups before submitting a cancellation request. Onlive Server is not responsible for data that has been deleted after the applicable cancellation period.
Dedicated Servers
For Dedicated Server Hosting, you must submit a cancellation request at least three (3) days (72 hours) before the billing renewal date for the next cycle.
Dedicated Server services are not covered by the standard 30-day money-back guarantee. Refunds for dedicated servers are not guaranteed and depend entirely on the applicable service terms and circumstances of the cancellation.
Cancellation After the Initial Refund Period
For eligible Shared Hosting, Reseller Hosting, and VPS services, cancellation requests made after the initial 30-day refund period generally take effect at the end of the current billing period.
Unless an earlier cancellation is specifically requested and processed, the service will remain active until the end of its current paid term. You must submit cancellation requests before the renewal date if you do not want the service to bill into another cycle.
Refund Processing & Exclusions
Review Process
Refund eligibility is reviewed when a service is cancelled. If the service qualifies under our policy, the refund will be initiated after the cancellation is approved. All refunds are subject to the exclusions and conditions described in this policy.
No Refunds for Downgrades
We do not provide refunds or account credits resulting from downgrading a hosting plan or related service. If you need fewer resources, contact our billing or support team before modifying your service so we can review available options.
Terms of Service Violations
A violation of our Terms and Conditions immediately disqualifies an account from the refund policy. Please review the Terms and Conditions before using our services and before submitting a refund request.
Account Suspension or Termination
We reserve the right to suspend or terminate services in accordance with our Terms and Conditions. Misuse of support staff, services, systems, or other resources will result in suspension or termination. Any refund eligibility following a suspension or termination is determined solely by the applicable service terms.
How to Cancel Your Hosting Service
If you need to cancel your service, follow these steps to ensure a smooth transition:
Check Your Billing Date
Confirm your next renewal date and the cancellation notice period applicable to your specific service.
Back Up Your Data
Download or secure your website files, databases, emails, configurations, and other important information.
Complete Your Migration
If moving to another provider, complete the migration and verify your website is functioning correctly before removing the existing service.
Submit the Cancellation Request
Submit your request through our customer support or account portal.
Confirm the Service
Ensure the correct product or service has been selected for cancellation.
Check Refund Eligibility
If requesting a refund, your cancellation will be reviewed against our refund terms.
Once a service has been cancelled and its data removed, recovery is generally not possible. Ensure you have downloaded website files, exported databases, saved email data, transferred necessary domains, and saved any configurations required for future restoration.
Cancellation & Refund FAQs
Does Onlive Server offer a 30-day money-back guarantee?
+Yes. We offer a 30-day money-back guarantee for eligible Shared Hosting, Reseller Hosting, and VPS services, subject to the conditions of this refund policy.
Are dedicated servers eligible for the 30-day refund?
+No. Dedicated Server services are strictly excluded from the standard 30-day money-back guarantee.
Are domain registration fees refundable?
+No. Domain name purchases and registrations are excluded from the 30-day money-back guarantee.
How much notice is required to cancel a VPS?
+Our policy requires at least five (5) days’ notice before your billing renewal date for VPS Hosting.
How much notice is required to cancel a Dedicated Server?
+Our policy requires at least three (3) days or 72 hours’ notice before the billing renewal date for Dedicated Server Hosting.
Can I receive a refund after the first 30 days?
+For eligible Shared Hosting, Reseller Hosting, and VPS services, cancellations after the initial 30-day period take effect at the end of the current billing cycle. Mid-cycle refunds after the first 30 days are not provided.
Does the refund policy apply to existing customers who open a new account?
+No. The money-back guarantee applies strictly to first-time accounts. A previous customer who cancels and later creates a new account does not qualify for a new refund period.
Are administrative or custom software charges refundable?
+No. Administrative fees and custom software installation charges are excluded from the standard money-back guarantee.
Do I get a refund if I downgrade my hosting plan?
+No. We do not provide refunds or account credits for hosting-plan downgrades or reduced services.
What happens to my data after cancellation?
+All customer data is deleted after a service is cancelled. You must create and verify your own backups before submitting a cancellation request, as data cannot be recovered after deletion.
How can I ask about my cancellation or refund?
+Contact our customer care or billing team through our available support channels. For billing-specific questions, please email [email protected].