01General principles
At ElectrumHosting, services are contracted and paid in advance. As they are mostly digital services with immediate activation (VPS servers and associated services), refunds are governed by this policy and by applicable consumer law.
This policy complements the withdrawal section of our Terms and Conditions.
02Right of withdrawal
If you contract as a consumer, you have 14 calendar days to withdraw, under Spanish Royal Legislative Decree 1/2007 (TRLGDCU).
However, by requesting immediate activation of the service you authorize us to begin providing it during that period and acknowledge that you lose the right of withdrawal once the service has been fully performed, and must pay the amount proportional to what has already been provided.
03Cases eligible for a refund
As a general rule, we may process a refund of the amount in the following cases:
- Valid exercise of the right of withdrawal within the deadline, where applicable.
- Inability to provide the service due to a cause attributable to us.
- Duplicate or erroneous charge.
Availability incidents are also compensated under our Service Level Agreement (SLA).
04Non-refundable services
Except where required by law, the following are non-refundable:
- The part of the service already provided or consumed.
- Domain registrations and renewals, software licenses and additional IP addresses.
- Setup or configuration fees and made-to-order or custom services (for example, dedicated servers).
- Services suspended or cancelled for causes attributable to the Customer: breach of the Terms, false or uncorrected registration details, breach of the acceptable use policy (including well-founded abuse reports) or fraudulent use.
05How to request a refund
To request a refund, open a support ticket from your panel or email us at support@electrumhosting.com stating the service, the invoice and the reason. Each request is assessed individually.
06Refund method and timeframe
Approved refunds are made via the same payment method used for the purchase, unless otherwise agreed. We will process the refund without undue delay once approved; the time until it appears in your account depends on your bank or payment provider.
07Chargebacks and abuse
We ask that, in the event of any issue, you contact us before starting a chargeback. Abusive or fraudulent chargebacks may lead to the suspension of services and a claim for the amounts owed.
08Your rights as a consumer
This policy applies without prejudice to the rights that consumer law grants you on a mandatory basis. If you have any questions, contact us at support@electrumhosting.com.