1. Purpose
This Cancellation & Refund Policy describes in detail how AxenCloud (“AxenCloud”, “we”, “us”, or “our”) manages billing, service cancellations, refunds, renewals, and payment-related disputes for all products and services we provide.
AxenCloud delivers web hosting, VPS, cloud servers, dedicated servers, domain registrations, email hosting, licenses, and other infrastructure and managed IT solutions. Because these services involve immediate resource allocation and operational costs, this policy defines when charges apply and under what circumstances refunds may or may not be granted.
This policy must be read together with our Terms of Service, Acceptable Use Policy, and any applicable Service Level Agreement (SLA). Any capitalized terms not defined here shall have the meanings assigned in those documents.
2. Billing & Payments
All AxenCloud services are billed on a prepaid basis unless explicitly stated otherwise in writing. By purchasing a service, you authorize AxenCloud to generate invoices according to the selected billing cycle.
- Billing cycles may include monthly, quarterly, annual, or custom terms.
- Invoices are issued electronically and made available through the client portal.
- Failure to pay invoices by the due date may result in suspension, limitation, or termination of services.
- AxenCloud reserves the right to revise pricing, taxes, or fees with reasonable prior notice.
3. Cancellation Policy
3.1 Customer-Initiated Cancellation
Customers may request cancellation of any active service at any time through the client portal or by submitting a verified support ticket. Cancellation requests must be completed before the next invoice due date to avoid automatic renewal or additional charges.
Once a service is canceled or terminated, all associated data, configurations, backups, and files may be permanently deleted. AxenCloud is not responsible for data loss following cancellation, and customers are advised to back up their data in advance.
3.2 AxenCloud-Initiated Cancellation
AxenCloud may suspend or terminate services without refund if any of the following occur:
- Violation of the Terms of Service, Acceptable Use Policy, or applicable laws
- Spam activity, abuse, malware distribution, or security threats
- Fraudulent payments, chargebacks, or repeated failed payment attempts
- Actions that jeopardize network stability or other customers
4. Refund Policy
4.1 Eligible Refunds
Refunds are limited and granted only under specific circumstances. To qualify for a refund:
- The refund request must be submitted within seven (7) days of the initial service activation.
- The service must not show signs of abuse, misuse, or excessive resource consumption.
- The service must be explicitly eligible for refunds under this policy.
4.2 Non-Refundable Services
Due to operational costs and third-party dependencies, the following services are strictly non-refundable:
- Domain name registrations, renewals, and transfers
- Setup, onboarding, migration, and customization fees
- Software licenses (cPanel, Plesk, LiteSpeed, etc.)
- Add-ons, upgrades, and one-time services
- Dedicated servers and custom server deployments
- Renewals of any service
5. VPS, Cloud & Dedicated Servers
VPS, Cloud Servers, and Dedicated Servers involve immediate allocation of hardware and network resources. Once provisioned, these services are non-refundable.
AxenCloud does not provide partial refunds for unused service periods, early termination, or downtime not covered under an SLA. Customers are solely responsible for maintaining backups.
6. Chargebacks & Payment Disputes
Initiating a chargeback without contacting AxenCloud support may result in immediate service suspension. Accounts with repeated disputes may be permanently restricted. Administrative, processing, and recovery fees may apply.
7. Charges for Account Upgrades, Downgrades and Migrations
Requests for service upgrades, downgrades, or migrations are handled manually to ensure accuracy and service stability. Our team will evaluate the request and contact you via email with an adjusted invoice reflecting prorated charges, credits, or one-time fees. Services will be modified only after invoice approval and confirmed payment.
8. Refund Processing
Approved refunds are processed only to the original payment method used at checkout. Processing times typically range from five (5) to ten (10) business days depending on the payment gateway or banking institution.
9. No Refund for Downtime or Data Loss
AxenCloud does not guarantee uninterrupted service availability. No refunds are issued for downtime, service degradation, or data loss unless explicitly stated in a separate Service Level Agreement.
10. Automatic Renewal
AxenCloud offers both automatic and manual renewal options:
- Automatic renewal is enabled only for PayPal payments.
- All other payment methods require manual renewal.
- Customers receive advance notifications for invoices and renewal dates.
- Failure to renew services may result in suspension or termination.
11. Responsibility for Payment
Customers are fully responsible for all fees, taxes, and charges associated with their services once provisioned. Invoices are generated at the time of purchase and prior to renewal periods.
Services or domains that remain unpaid for more than seven (7) days may be canceled automatically. AxenCloud reserves the right to take reasonable measures to recover unpaid balances where permitted by law.
12. Policy Updates
AxenCloud may revise this policy at any time. Changes become effective immediately upon publication on our website.
13. Contact Information
AxenCloud Support Team
📧 Email: support@axencloud.com
🌐 Website: https://www.axencloud.com
🎫 Client Portal: https://my.axencloud.com/login