Refund and Cancellation Policy

1. About This Policy

1.1 This Refund and Cancellation Policy forms part of our Terms of Service and applies to all services provided by BITFOO LLC (“Bitfoo,” “we,” “us”).

1.2 This policy has two parts, and they work together:

• Sections 2 to 6 set out the Bitfoo Money-Back Guarantee and our cancellation and renewal terms. This is what we offer commercially, to every client, everywhere.

• Section 7 sets out statutory rights that consumers have under the law of their own country. These are rights you have regardless of what we offer.

Where your statutory rights give you more than our commercial guarantee, your statutory rights apply. Nothing in Sections 2 to 6 limits, reduces, or removes them, and no eligibility condition in this policy operates to defeat them.

1.3 Resellers. If you purchase our services to provide services to your own customers, this policy governs the relationship between you and us only. Your customers have no refund rights against us, and any refund you offer them is a matter between you and them.

1.4 In this policy, Consumer means an individual purchasing wholly or mainly for personal, family, or household purposes rather than for a business, trade, craft, or profession. Terms defined in our Terms of Service have the same meaning here.

2. The Bitfoo Money-Back Guarantee

2.1 What’s covered:

Service	Guarantee period
Shared web hosting	30 days from purchase
KVM VPS hosting	14 days from purchase

2.2 The period runs from the date of purchase, not from the date the service is activated or first used.

2.3 Who qualifies. The guarantee is available to new clients on their first billing term only. It does not apply to renewals, to additional services purchased later, or to clients who have previously held an account with us.

2.4 One guarantee per account. The guarantee may be claimed once per client account, not once per service.

Each service has its own guarantee period, running from the date that service was purchased. You may include any number of services in a single claim, provided each is still within its own period. Once you make a claim, the guarantee is used, and services you chose not to include cannot be claimed later even if their period has not expired.

2.5 Upgrades. If you upgrade a service during the guarantee period, the period continues to run from your original purchase date. Upgrading does not restart or extend it.

2.6 How to claim. Open a ticket in your client portal or email support@bit.foo before the period expires, telling us which services you want to cancel and refund. You do not need to give a reason.

2.7 What happens. We cancel the service, terminate it, and refund the fees paid for it, including any tax we collected on those fees. Your data is deleted in accordance with our Terms of Service. Retrieve anything you need before you claim.

2.8 Good faith. The guarantee is offered in good faith so you can try our services without risk. We may decline a claim, and may decline to provide services in future, where we reasonably consider the guarantee is being used repeatedly or abusively — for example, repeated cycles of signing up, claiming a refund, and signing up again.

2.9 The guarantee does not apply where a service is suspended or terminated under our Acceptable Use Policy or for a material breach of our Terms of Service.

3. What Is Not Refundable

3.1 The following are not refundable at any time, including within the guarantee period:

• Domain registrations, renewals, and transfers. See Section 3.2.

• SSL/TLS certificates, once issued. See Section 3.3.

• Third-party software licences, including control panel and security product licences.

• Setup fees for custom or managed services.

• Usage and overage charges for resources already consumed.

• Services purchased outside the guarantee, including renewals, additional services, and services bought after your first billing term. Renewals of shared hosting and VPS services are subject to the renewal grace period in Section 5.2.

3.2 Domains. A domain registration, renewal, or transfer is paid to the registry the moment your order is submitted, and that fee is not recoverable by us. This is why domains cannot be refunded.

Where we are required by law to refund a domain fee, we will do so — but you cannot both keep the domain and receive a refund. You may either (a) keep the domain, in which case the fee remains payable, or (b) receive the refund, in which case we will delete the registration or transfer it away, at our discretion and subject to the registry’s rules.

Please tell us which you want at the time you make your request. If you do not, we will ask, and we need your answer within 48 hours. Registries allow a registration to be cancelled and the fee recovered only within a short window measured from the date the domain was registered, and once that window closes the option disappears. If we do not hear from you in time, we will treat you as having chosen to keep the domain.

If you choose the refund and we cancel the registration, the domain immediately becomes available for anyone else to register. We cannot get it back for you.

3.3 SSL certificates. A certificate is purchased from the issuing certificate authority when it is issued. Before issuance, an order may be cancelled and refunded. After issuance, it cannot, because the certificate exists and the cost has been incurred.

3.4 Certificates revoked through no fault of yours. Certificate authorities occasionally revoke certificates for reasons unconnected to the subscriber, such as a compliance or mis-issuance incident at the authority. Where that happens, we will arrange a replacement certificate at no cost to you wherever the authority makes one available. Where no replacement is available, we will consider a pro-rata refund of the unused portion, assessed case by case. This does not apply where a certificate is revoked because of your act, omission, or breach.

3.5 Domains lost through dispute or registry action. No refund is given where a domain is suspended, locked, transferred, cancelled, or deleted as a result of a dispute resolution proceeding, a registry or registrar policy action, a legal order, or your breach of our Terms of Service, our Acceptable Use Policy, or the Domain Registration Agreement.

4. Cancelling a Service

4.1 How. Cancel at any time through your client portal, or by emailing support@bit.foo. We will not ask you to call or write, and we will not make cancelling harder than buying.

4.2 When it takes effect. Cancellation takes effect at the end of your current billing term unless you ask for it to take effect immediately.

4.3 No refund by default. Cancelling stops future renewals. It does not by itself entitle you to a refund for the remainder of a billing term you have already paid for, whether monthly or annual, unless the guarantee in Section 2, the renewal grace period in Section 5, or your statutory rights in Section 7 apply.

4.4 Downgrades. A downgrade takes effect at your next renewal. The difference in price for the current billing term is not refunded.

5. Automatic Renewals

5.1 Services renew automatically as set out in our Terms of Service. We email a reminder at least 30 days before an annual renewal and at least 7 days before a monthly renewal.

5.2 Renewal grace period. If an automatic renewal of shared hosting or a VPS was unintended, contact us within 7 days of the date the renewal charge is successfully processed and we will cancel the renewed term and refund it in full.

5.3 The grace period is available on each renewal, not only your first. Section 10 applies where it is used abusively.

5.4 The grace period does not apply to domains or SSL certificates, because those renewals are submitted to the registry or certificate authority and cannot be reversed.

5.5 Please contact us rather than disputing the charge with your bank. We will resolve an unwanted renewal quickly and without argument. See Section 9.

6. Refunds Where We End a Service

6.1 Where we terminate without cause. If we discontinue a service or end your account and you are not in breach, we refund the unused portion of your current billing term on a pro-rata basis, calculated daily from the effective date of termination, including any tax collected on the refunded amount. You do not need to claim it — we issue it to your original payment method without you asking.

6.2 Where we terminate for cause. If a service is suspended or terminated because of a breach of our Terms of Service or Acceptable Use Policy, for fraud, or for non-payment, prepaid fees are not refunded.

6.3 Suspension for non-payment. Where a service is suspended for non-payment and later reinstated, no refund or credit is given for the period of suspension. The suspension results from non-payment, not from a failure of the service.

6.4 Service interruptions. Compensation for downtime, where any is offered, is dealt with under a Service Level Agreement if one applies to your service, and not under this policy.

7. Statutory Rights of Consumers

7.1 If you are a Consumer, the law of your country may give you cancellation, withdrawal, or refund rights in addition to those above. Nothing in this policy or in our Terms of Service limits or removes those rights.

Consumers in the EU, EEA, and United Kingdom

7.2 Your right to withdraw. You have the right to withdraw from your contract with us within 14 days, without giving any reason. The period runs from the day the contract was concluded.

7.3 How to withdraw. You may:

• Use the withdrawal function available on our website at bit.foo/withdraw, which is accessible throughout the withdrawal period and does not require you to log in; or

• Complete and send us the model withdrawal form in Section 7.9; or

• Send any other clear statement of your decision to withdraw to legal@bit.foo, or by post to the address in Section 12.

You do not have to use the form. Any clear statement will do. To meet the deadline, it is enough that you send your communication before the 14-day period expires.

7.4 If you asked us to start straight away. When you order a service from us, we ask you to confirm that you want us to begin providing it immediately, and to acknowledge what that means for your withdrawal right. If you gave that confirmation:

• For ongoing services such as hosting and virtual servers, you keep your right to withdraw during the 14 days. If you withdraw, you pay a proportionate amount for the period the service was actually provided, calculated daily, and we refund the balance.

• For services fully performed within the period, such as domain registration and SSL certificate issuance, you lose the right to withdraw once we have fully performed, because the service has been completely delivered at your request.

If you did not give that confirmation, or if it was not properly obtained, you do not owe us anything on withdrawal.

7.5 What we refund. We reimburse all payments received from you, less any proportionate amount under Section 7.4, without undue delay and in any event within 14 days of the day we are informed of your decision to withdraw. We use the same payment method you used for the original transaction, and you will not incur any fee from us as a result.

7.6 Confirmation. We acknowledge receipt of a withdrawal without undue delay, on a durable medium.

7.7 Business clients. The right to withdraw applies to Consumers. It does not apply where you purchase for business purposes.

Consumers elsewhere

7.8 If you are a Consumer in another country whose law gives you cancellation or refund rights, those rights apply and this policy does not affect them. Contact us at legal@bit.foo and we will honour them.

Model withdrawal form

7.9 Complete and return this form only if you wish to withdraw from the contract. You are not required to use it.

To: BITFOO LLC, 146 East King St, Unit #1283, Lancaster, PA 17602, United States — legal@bit.foo

I/We () hereby give notice that I/We () withdraw from my/our (*) contract for the provision of the following service:

__________________________________________________

Ordered on () / received on (): ___________________

Name of consumer(s): ______________________________

Address of consumer(s): ___________________________

Account or order reference: ________________________

Signature of consumer(s) (only if this form is notified on paper): __________________

Date: __________________

(*) Delete as appropriate.

8. How Refunds Are Issued

8.1 Original payment method. Refunds are issued to the payment method used for the original transaction.

Where that method is no longer valid, we will agree an alternative with you. Any alternative must be shown to belong to the account holder, and we may decline a payment method we cannot verify.

8.2 Verifying who you are. Before processing a refund, we may require verification of your identity and of your authority to act for the account. We may decline or delay a refund request where we cannot reasonably satisfy ourselves that it comes from the account holder. This protects you as much as us — refund requests are a common route for someone who has gained access to an account.

8.3 Account credit. Account credit is applied against future invoices for our services. It never expires.

• If you choose credit instead of a cash refund, that choice is final. Credit taken in place of a refund cannot later be converted back to cash.

• Credit we grant you — promotional credit, goodwill adjustments, service credits, referral credit, or any credit not representing a payment you made to us — is not refundable, not transferable, and cannot be exchanged for cash, whether or not it has been used.

• Where you have overpaid us, we return the overpayment to your original payment method. We will not convert an overpayment to credit unless you ask us to.

• Refunds under Section 7 are always paid to your original payment method and are never issued as credit.

8.4 Closing your account. If you close your account holding credit, any credit falling under the first two bullets of Section 8.3 is forfeited. Any credit representing an overpayment is returned to your original payment method.

8.5 No fees. We do not charge any fee for processing a refund.

8.6 Timing. Where a refund is approved under Sections 2, 5, or 6, we aim to process it within 5 business days and will process it within 10 business days at the latest. Your bank or card issuer may take a further 5 to 10 business days to post it to your account, which is outside our control. Refunds under Section 7 are made within the statutory period stated there.

8.7 Currency. We bill in United States dollars. If your payment provider converted your payment into another currency, your refund is issued in US dollars and converted back by your provider at whatever rate applies on the day of the refund. That rate may differ from the rate on the day you paid, and any resulting difference, along with any conversion fee your provider charges, is between you and your provider. We refund the full US dollar amount we received.

8.8 Set-off. We may deduct from any refund any amount you owe us.

8.9 Suspected fraud. Where we reasonably suspect that a payment was made fraudulently or without authorization, or that a refund request is fraudulent, we may withhold a refund while we investigate and may decline it. We will not refund a payment to a person we reasonably believe is not entitled to it, and where a payment appears to have been made using a stolen or misappropriated payment method, we will deal with the legitimate account holder or their issuer rather than with the person who made the request.

8.10 Effect on services. A refunded service is cancelled and terminated. Data associated with it is deleted in accordance with our Terms of Service. Retrieve anything you need before requesting a refund.

9. Chargebacks and Payment Disputes

9.1 Talk to us first. If you believe a charge is wrong, contact support@bit.foo. Nearly every billing question is resolved the same day, and it costs you nothing.

9.2 If you dispute a charge with your card issuer or bank instead of contacting us, we may suspend or terminate your account immediately, and may treat the disputed amount, together with any fee charged to us in connection with the dispute, as a debt owed to us.

9.3 Bank transfer reversals. Where you paid by ACH or other bank transfer and the payment is later returned or reversed, the amount becomes immediately due again, as set out in our Terms of Service. This can happen well after a card dispute window would have closed.

10. Abuse of This Policy

10.1 The guarantee, the renewal grace period, and our refund processes are offered in good faith. Where we reasonably consider they are being used to obtain services without paying, we may decline a claim, decline to provide services in future, or both.

10.2 Goodwill. We may sometimes issue a refund, credit, or other resolution that this policy does not require. Anything we do as a gesture of goodwill is exactly that — it does not create an entitlement, does not set a precedent, and does not oblige us to do the same again for you or for anyone else.

10.3 Nothing in this section applies to, or limits, statutory rights under Section 7.

11. Changes to This Policy

11.1 We may update this policy. For material changes we give at least 30 days’ notice by email and by publishing the updated policy with a new version number and effective date.

11.2 A change does not affect a refund right that had already arisen before it took effect.

11.3 Changes required by law may take effect immediately on publication and notice.

12. Contact

BITFOO LLC 146 East King St, Unit #1283 Lancaster, PA 17602 United States

Refunds, cancellations, and billing: support@bit.foo Withdrawal notices and legal: legal@bit.foo Withdrawal function: bit.foo/withdraw