Refund Policy

1. Overview

At HardBrain Ltd, a company registered in England and Wales (Company No. 16742986) ("HardBrain"), we strive to provide excellent VPS hosting services. This Refund Policy outlines the circumstances under which refunds may be issued for our services.

By purchasing our services, you agree to the terms outlined in this Refund Policy. Please read this policy carefully before making a purchase.

Important: All approved refunds are issued exclusively as credits to your HardBrain Wallet. Wallet credits can be used toward future invoices and cannot be transferred back to the original payment method.

2. 14-Day Money-Back Guarantee

2.1 Eligibility: We offer a 14-day money-back guarantee for new customers purchasing VPS hosting services for the first time.

2.2 Coverage: This guarantee applies to:

• First-time purchases of monthly VPS plans
• Initial billing cycle only
• Standard VPS hosting services

2.3 How to Request: To request a refund under this guarantee:

• Submit a refund request through your client portal or email support@hardbrain.store
• Include your account details and reason for the refund request
• Request must be made within 14 days of your initial purchase

2.4 Processing Time: Approved refunds will be processed within 5-7 business days and issued as credits to your HardBrain Wallet. Credits are not returned to the original payment method.

2.5 Service Termination: Upon refund approval, your VPS service will be terminated immediately. Please ensure you have backed up any data before requesting a refund.

3. Services Not Covered by Money-Back Guarantee

The following services and circumstances are NOT eligible for refunds under our money-back guarantee:

• Renewal Payments: Automatic renewals or manually renewed services
• Additional Services: Add-ons, upgrades, or additional IP addresses
• Domain Registrations: Domain names (subject to registrar policies)
• Setup Fees: One-time setup or configuration fees (if applicable)
• Backup Services: Backup and restoration services
• Migration Services: Server migration or transfer services
• Custom Configurations: Custom server setups or configurations
• License Fees: Software licenses purchased through HardBrain
• Second Purchase: Customers who have previously received a refund

4. Pro-Rated Refunds

4.1 General Policy: After the 14-day money-back guarantee period, refunds are generally NOT provided for unused time on monthly or longer-term contracts.

4.2 Exceptional Circumstances: Pro-rated refunds may be considered on a case-by-case basis for:

• Extended service outages exceeding our SLA (beyond service credits)
• Service discontinuation by HardBrain
• Billing errors or duplicate charges

4.3 Discretionary Approval: All pro-rated refunds outside the money-back guarantee period are subject to management approval and are issued at HardBrain's sole discretion.

5. Cancellation Without Refund

5.1 Standard Cancellation: You may cancel your services at any time through your client portal. Cancellations take effect at the end of the current billing cycle.

5.2 No Refund for Partial Months: No refunds are issued for the current billing period when you cancel. You will retain access to your service until the end of the paid period.

5.3 Immediate Cancellation: If you request immediate cancellation, you will not receive a refund for the remaining time in your billing cycle.

6. Refunds for Service Issues

6.1 Service Credits: For service disruptions or SLA breaches, we typically issue service credits rather than refunds. See our Service Level Agreement for details.

6.2 Extended Outages: In cases of extended or repeated outages beyond our SLA, we may offer:

• Service credits equivalent to the affected period
• Extended service time at no charge
• In exceptional cases, partial or full refunds at our discretion

6.3 Customer-Caused Issues: No refunds are provided for service issues caused by:

• Customer configuration errors
• Malicious software or security breaches on your server
• Resource abuse or Terms of Service violations
• Third-party software or applications

7. Billing Disputes and Errors

7.1 Billing Errors: If you believe you have been charged in error, contact our billing department at billing@hardbrain.store within 30 days of the charge.

7.2 Duplicate Charges: Verified duplicate charges will be refunded in full within 5-7 business days as credits to your HardBrain Wallet.

7.3 Unauthorized Charges: If you believe charges are unauthorized, contact us immediately. We will investigate and take appropriate action, which may include HardBrain Wallet refunds and account security measures.

8. Chargebacks

8.1 Contact Us First: Before initiating a chargeback with your bank or credit card company, please contact us to resolve any billing issues. We are committed to fair resolution of all disputes.

8.2 Chargeback Consequences: If you initiate a chargeback:

• Your services will be immediately suspended
• Your account may be subject to closure
• You will be responsible for chargeback fees ($25-50)
• Future services may be declined

8.3 Fraudulent Chargebacks: Chargebacks initiated for services that were delivered as agreed may result in collection action and reporting to fraud prevention services.

9. Service Termination by HardBrain

9.1 Terms Violation: If we terminate your services due to violations of our Terms of Service or Acceptable Use Policy, no refund will be issued.

9.2 Non-Payment: No refunds are issued for services terminated due to non-payment.

9.3 Service Discontinuation: If we discontinue a service you are using, you will receive either:

• Pro-rated HardBrain Wallet credit for the unused portion of your service
• Migration to a comparable service at the same price
• Service credits for alternative services

10. Refund Request Process

To request a refund:

Note: Before requesting a refund, please ensure you have backed up all data from your server, as refund approval will result in immediate service termination.

11. Service Credits vs. Refunds

11.1 Service Credits: In many cases, we may offer service credits instead of refunds. Service credits:

• Are applied to your account balance
• Can be used for any HardBrain service
• Do not expire while your account is active
• Are non-transferable and have no cash value

11.2 Conversion: Service credits cannot be converted to cash refunds except in cases where you are closing your account permanently.

12. Modifications to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting. We will notify customers of material changes via email. Your continued use of our services after changes constitutes acceptance of the modified policy. Refunds for services purchased before policy changes will be governed by the policy in effect at the time of purchase.

13. Contact Information

For refund requests or questions about this policy: