Refund Policy

At SysmoraCloud, we are committed to providing premium, rock-solid hosting infrastructure. We want you to be completely confident when choosing our platform. This Refund Policy describes the conditions under which refunds are granted, the process to request one, and non-refundable exceptions.

1. Eligibility for Refunds

To qualify for a refund under our money-back guarantee, the following criteria must be met:

• Initial Purchase Only: The guarantee applies strictly to the customer's first service order. Service renewals, billing cycle renewals, and secondary services do not qualify.
• Time Window: The refund request must be submitted via our support ticket system within exactly seventy-two (72) hours of the service provisioning timestamp.
• Account Standing: The account must be in good standing, with zero violations of our Terms of Service or Acceptable Use Policy.

2. Service-Specific Refund Terms

a. Minecraft Server Hosting

Eligible for a 100% refund within 72 hours of first-time purchase if our technical team is unable to resolve any network, hardware, or control panel issues experienced on your instance.

b. Discord Bot Hosting

Eligible for a 100% refund within 72 hours of initial order if our platform fails to run your supported bot runtime or you experience unresolved uptime degradation.

c. VPS Hosting (Virtual Private Servers)

Due to the immediate allocation of dedicated host node compute, RAM, and dedicated IPv4 address resources, VPS hosting plans are eligible for refund strictly within seventy-two (72) hours of provisioning, provided less than 50 GB of network transfer has occurred and no IP blacklist/abuse flags were triggered.

3. Non-Refundable Items & Services

The following services, add-ons, and products are non-refundable under any circumstance:

• Dedicated Servers: Dedicated hardware nodes require custom hardware setup, rack reservation, and upstream provisioning.
• Domain Registrations & Transfers: Registrars charge non-recoverable ICANN registry fees immediately upon registration.
• Dedicated IPv4/IPv6 Addresses: IP allocation fees paid to regional internet registries cannot be refunded.
• Software Licenses: Third-party licenses including cPanel, Plesk, Windows Server licenses, and premium extensions.
• Custom Setup & Migration Fees: One-time manual engineering labor and plugin installation setup services.
• Cryptocurrency Payments: Due to price volatility and network transaction gas fees, cryptocurrency transactions are final.

4. Circumstances That Void Refund Eligibility

Refund requests will be denied immediately if:

• The service was suspended or terminated for violating our Acceptable Use Policy (e.g., launching DDoS attacks, port scanning, hosting malware, spam, or copyright infringement).
• The service was used for cryptocurrency mining, torrenting, or unauthorized stress testing.
• The user refuses reasonable assistance from our engineering support team to resolve a solvable configuration issue.
• The request is submitted after the 72-hour initial purchase window has elapsed.

5. Dispute & Chargeback Warning

Please contact our support team first before opening a dispute or chargeback with your bank, UPI app, or payment gateway.

Opening an unauthorized payment dispute or bank chargeback will immediately result in:

• Permanent suspension of all active hosting services under your account
• Immediate forfeiture of any remaining account credit or pending refunds
• Reporting of the dispute and associated IP/identity to fraud prevention networks

6. How to Request a Refund

Submitting a refund request is straightforward and hassle-free:

• Open a support ticket in our Discord server.
• Navigate to Open Ticket → Billing Department.
• Title your ticket: Refund Request - [Service Name / ID].
• Include your invoice number, service ID, and a brief explanation of why the service did not meet your expectations.

7. Refund Processing Times & Methods

Once approved by our billing team, refunds are processed within 1 to 3 business days:

• Original Payment Method: Funds will return via the original payment processor (UPI, Debit Card, Credit Card, Net Banking). Banks typically take 3 to 7 business days to reflect the credit on your statement.
• Account Credit Option: Customers may optionally choose an instant refund in the form of SysmoraCloud account balance with a 10% bonus credit applicable toward any future plan or upgrade.

8. Questions and Inquiries

If you have any questions regarding whether your planned use case or configuration is eligible for our money-back guarantee, feel free to reach out before purchasing via our Discord Community or client support desk.